A dog waiting beside its owner at a veterinary clinic reception.

Give the practice manager the after hours calls that need a clinical review.

The clinic and answering service hear appointment requests, refill questions, and frightened owners describing urgent symptoms. CallSniper reviews recorded calls against the clinic's approved routing and information gathering steps, helping the practice manager find conversations that need a medical director's attention.

“I'm sorry, that sounds scary.
Is Biscuit a dog or a cat, and how old is he?
And is he still having trouble breathing right now?”

The pet's name, species, and urgency question, checked across submitted calls.

After hours calls scored
against the clinic's protocol.

A practice manager hears about the missed emergency from the owner's review and about the double booked appointment from the front desk. CallSniper reviews the submitted calls, applies each clinic's protocols, and flags the calls the manager or the medical director should hear.

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Follow a clinic call from the greeting to the appointment or the emergency referral.

Each row is a moment the scorecard checks and the conversation it opens with the team.

The momentThe detail to reviewThe team conversation

Identification

Did the agent capture the owner's name, the pet's name and species, and whether the pet is an existing patient?

Check the transcript for the pet details the record needs.

Triage

Were the urgency questions asked, and was a life threatening symptom directed to the emergency hospital right away?

Compare the questions asked against the clinic's triage protocol.

Refills and appointments

Was the medication, dose, and prescribing veterinarian captured, or was an appointment offered with a specific day and time?

Look at how often a refill request left with everything the veterinarian needs to approve it.

After hours forwarding

Was the owner given the emergency hospital's name, address, and phone number, and was the on call veterinarian notified where the clinic requires it?

Share the after hours calls that ended with a clear next step and the ones that left the owner unsure.

A veterinary clinic call scorecard, 100 points.

Points are illustrative, so fit them to your clinic's triage protocol and after hours policy.

Criterion	Observable behavior	Points
Owner and pet identified	Captures the owner's name, the pet's name and species, and whether the pet is an existing patient	15
Empathy	Acknowledges the owner's worry and speaks at a pace the owner can follow	10
Urgency triage	Asks the protocol's triage questions and routes emergencies to the emergency hospital first	20
Refill details	Records the medication, dose, and prescribing veterinarian, and states when the refill will be ready	15
Appointment offered	Offers a specific day and time and confirms the reason for the visit	15
After hours forwarding	Gives the emergency hospital's contact details and notifies the on call veterinarian where required	15
Closing	Confirms the callback number and the next step	10
Total		100

Illustrative review flags

A pet described as unresponsive, bleeding heavily, or struggling to breathe booked for a routine appointment
A refill promised without the prescribing veterinarian's approval step
An after hours emergency call that ended with no emergency hospital contact given

Bring these to a pilot.

A month of recorded front desk or after hours calls from one clinic
Your triage protocol and the emergency hospital you refer to
The refill and appointment details your practice management system requires
The report your practice manager or medical director reviews

The pilot scores your own calls and puts the triage results beside the protocol your team already trains on.

See what call review costs today

Make it fit
your operation.

Confirm the workflow with the people who will use it.

Can it tell an emergency from a routine call?

Processing rules assign a triage scorecard to symptom calls and a scheduling scorecard to appointment and refill calls, so each call is judged against the right standard. The emergency criteria carry the automatic fail rules.

Our after hours calls go to an answering service. Does that change anything?

Answering services are where we started, so the service can run the clinic's scorecard on its side or the clinic can score the same recordings itself. Both see how each after hours call was handled.

How does it score empathy with a worried owner?

A scorecard can check whether the representative acknowledged the owner's concern before moving to questions. Human review remains important for subjective empathy and tone judgments.

Where do the recordings come from?

Bulk upload from your phone system or your answering service is the day one path. The connection to your practice phone platform gets scoped during the pilot.

Start with one clinic's after hours line.

Bring a month of recorded calls and the triage protocol your team trains on. Review the submitted calls before the next worried owner calls.