Vet clinic phone scripts: 10 templates for your front desk

By the Tilly editorial team · Updated October 7, 2026

This article is for veterinary clinic teams. If you're worried about a pet right now, call your vet or nearest emergency clinic.

A veterinary receptionist phone script gives your front desk the words for the calls they take every day: greetings, bookings, new clients, changes, refills, results, requests for the vet, complaints, calls that sound urgent and voicemail. Below are ten scripts you can copy and adapt. Each one has the same parts, and each comes with the reason behind its key lines, so your team can use judgment rather than reading word for word.

Every script follows the same shape:

• Purpose: what the call should achieve.
• Opening line: the first thing to say.
• Questions to ask (in order): the information you need, in the order that keeps calls short.
• What to check in the PIMS: what to look up in your practice software while you talk.
• Close: how to end the call so the caller knows what happens next.
• If… then…: the common turns a call takes.
• Never say: the lines that cause trouble.

Scripts shorten calls, make new team members confident faster and keep the front desk safe. In the United States, each state's veterinary practice act sets out what counts as the practice of veterinary medicine. The AVMA's Model Veterinary Practice Act is a model that states can draw on when they write or revise their own acts; it isn't law itself. Like state acts, it treats diagnosing, giving a prognosis and treating animals as veterinary practice. That's why the front desk takes details and routes calls, rather than advising. Check your own state's practice act and your clinic's policies before you adopt any of these scripts.

Script 1: Greeting

Purpose: answer warmly, say who you are, and find out what the caller needs.

Opening line (in hours): "Thank you for calling Maple Street Animal Hospital, this is Sam. How can I help?"

Opening line (busy, with permission to hold): "Maple Street Animal Hospital, this is Sam. Is this an emergency, or may I put you on a short hold?" Wait for the answer before you press hold.

Opening line (after hours, if a person answers): "Maple Street Animal Hospital, after-hours line. If your pet needs emergency care, tell me straight away. How can I help?"

Questions to ask (in order):

1. "Who am I speaking with?"
2. "And which pet is this about?"
3. "How can I help today?"

What to check in the PIMS: find the client by phone number or name before the caller finishes explaining, so you're ready when they do.

Close: move into the matching script below.

If… then…:

• If the caller says it's an emergency, or you aren't sure, go straight to script 9. Don't put them on hold.

Never say: "Hold, please" before the caller can answer. A caller with an emergency may not get the chance to say so.

Adapt to your clinic's policies; your veterinarians decide what the front desk may say about health.

Script 2: Booking a routine visit (existing client)

Purpose: book the right appointment type, with the right vet and length, in one call.

Opening line: "Happy to book that. Let me pull up Bella's record."

Questions to ask (in order):

1. "What's the visit for?" Use your clinic's list of visit types, not your own judgment.
2. "Do you have a vet you'd like to see?"
3. "Which days and times suit you?"
4. "Is the best number still the one ending 4471?"

What to check in the PIMS: the pet's record, any reminders that are due (so you can book them in the same visit), the right appointment type and its length, and any notes about handling.

Close: "You're booked with Dr. Patel on Thursday at 10:40 for Bella's annual visit. You'll get a text to confirm. Is there anything else?"

If… then…:

• If the reason for the visit sounds like a health concern, book the earliest suitable appointment your clinic's rules allow, and if it might be urgent, use script 9.
• If no slot suits, offer your waitlist or cancellation list.

Never say: "That sounds like nothing, a routine slot next month is fine." Deciding how soon a pet should be seen belongs to your veterinarians and your booking rules.

Adapt to your clinic's policies; your veterinarians decide what the front desk may say about health.

Script 3: New client and new pet

Purpose: welcome a new client, capture complete details and book a first visit.

Opening line: "Welcome, we'd love to see you. I'll take a few details so we can set up your record."

Questions to ask (in order):

1. "What's your full name and the best number to reach you?"
2. "And your email address, for confirmations?"
3. "Tell me about your pet: name, species, breed and age."
4. "Has your pet been seen at another clinic? We can ask them for the records."
5. "What would you like the first visit to be for?"

What to check in the PIMS: that the client isn't already on file under another name or number, the correct new-client appointment type and its length, and how to request records from a previous clinic.

Close: "You're all set for Monday at 3:00. Please bring any records you have. We'll text you a reminder."

If… then…:

• If the caller asks about prices, give your clinic's approved answer, or offer to have someone call back with an estimate.
• If the pet sounds unwell, book by your clinic's rules and use script 9 if it might be urgent.

Never say: "Our vets can probably fix that." First calls set expectations, so promise a welcome, not an outcome.

Adapt to your clinic's policies; your veterinarians decide what the front desk may say about health.

Script 4: Reschedule and cancel

Purpose: move or cancel an appointment kindly, and free the slot for someone else.

Opening line: "No problem, let's find a time that works better."

Questions to ask (in order):

1. "Which appointment is this, and for which pet?"
2. "Would you like to move it, or cancel for now?"
3. If moving: "Which days and times suit you?"

What to check in the PIMS: the appointment, your cancellation policy and notice period, whether the visit included anything time-sensitive your team has flagged, and your waitlist for the freed slot.

Close: "You're now booked for Friday at 9:20 instead. You'll get a new confirmation by text."

If… then…:

• If your clinic uses a cancellation fee and the notice is short, read your approved wording, for example: "Just so you know, our policy is a fee for cancellations with less than a day's notice. I'll make a note of today's call." Don't negotiate the fee; pass any dispute to the practice manager.
• If the caller cancels because the pet has died, stop the script, offer your sympathy and follow your clinic's sensitive-call process (see script 8).

Never say: "If you cancel again we'll have to charge you." Policies are stated once, calmly, in the clinic's own words.

Adapt to your clinic's policies; your veterinarians decide what the front desk may say about health.

Script 5: Refill request

Purpose: take a complete refill request, set honest expectations on turnaround and create a task for your team. No medication advice.

Opening line: "I can pass a refill request to the team. Let me take the details."

Questions to ask (in order):

1. "Which pet is it for?"
2. "Which medication is it? Read me the name from the label if you have it." Write it down exactly as the client says it.
3. "Would you like to pick it up here or have it sent to a pharmacy?"
4. "How much does your pet have left?"
5. "What's the best number to reach you?"

What to check in the PIMS: the pet's current prescriptions, so the team can match the request, and whether your clinic's rules flag the pet as due for an exam before refills. Don't decide anything from it; note what you see in the task.

Close: "I've sent the request to the team. Refills usually take [your clinic's turnaround]. We'll let you know when it's ready, or if the vet needs to see Luna first."

If… then…:

• If the pet has very little left, mark the task high priority, as your clinic's rules say.
• If the caller asks whether to change the dose, skip a dose or give something else, say: "I'm not able to advise on medication, but I'll make sure the vet sees your question." Add it to the task.
• If anything the caller says might be urgent, use script 9.

Never say: "Just give him half until it's ready", or any medicine name or dose of your own. Only a veterinarian decides about medication. Our page on refill and results requests shows how one front desk tool handles this step.

Adapt to your clinic's policies; your veterinarians decide what the front desk may say about health.

Script 6: Results request

Purpose: take the details and tell the caller who will call back and when. No interpretation.

Opening line: "I'll make sure the right person gets back to you about those results."

Questions to ask (in order):

1. "Which pet, and which test was it?"
2. "Roughly when was it done?"
3. "What's the best number to reach you, and when are you free?"

What to check in the PIMS: that the client is who they say they are, by your clinic's identity check, and which vet ordered the test, so the callback request goes to the right person.

Close: "I've passed this to Dr. Patel's team. Someone will call you [your clinic's callback window]."

If… then…:

• If the results are visible to you, don't read them out or describe them, even if the caller asks. "The vet will go through them with you."

Never say: "They look normal to me", "nothing to worry about" or any reading of a result. Results are explained by veterinarians.

Adapt to your clinic's policies; your veterinarians decide what the front desk may say about health.

Script 7: "Can I speak to the vet?"

Purpose: offer a transfer or a callback, by your clinic's policy, every time.

Opening line: "Of course. Let me see who's free."

Questions to ask (in order):

1. "Which pet is it about?"
2. "Is it something the vet needs to hear about today?"
3. "What's the best number, and when can you take a call?"

What to check in the PIMS: the pet's usual vet, today's schedule, and who on your team can take calls now.

Close (transfer): "I'm putting you through to Dr. Patel now." Use a warm transfer where you can: tell the vet who's calling and why before you connect.

Close (callback): "Dr. Patel is with a patient. I've asked her to call you back, and the team aims to call within [your clinic's window]."

If… then…:

• If the caller describes something that might be urgent, use script 9 instead.
• If the caller wants a person, not a vet, offer someone on the team now.

Never say: "The vets don't take calls." Every caller who asks for a person is offered a transfer or a callback.

Adapt to your clinic's policies; your veterinarians decide what the front desk may say about health.

Script 8: Complaint or upset caller

Purpose: acknowledge, take the details, and pass the call to someone who can resolve it.

Opening line: "I'm sorry this has happened. I want to make sure the right person hears about it."

Questions to ask (in order):

1. "Can you tell me what happened?" Let them finish.
2. "Which pet and which visit is this about?"
3. "What would you like us to do?"
4. "What's the best number and time to reach you?"

What to check in the PIMS: the visit, the vet and any notes, so the manager has the facts. Don't discuss them with the caller.

Close: "Thank you for telling us. I've passed this to our practice manager, who will call you [your clinic's window]."

If… then…:

• If the call is about the end of a pet's life or a pet that has died, slow down, offer your sympathy and a person or a priority callback. Never push a booking.
• If the caller is abusive, say calmly: "I want to help, but I'll need to end the call if the language continues." Follow your clinic's policy.
• If the complaint is about a bill, take the details and pass it to the person who handles billing. Don't promise a refund.

Never say: "That's not our fault", "the vet did nothing wrong" or "I'll get you a refund." Facts and remedies are decided by the right person, later.

Adapt to your clinic's policies; your veterinarians decide what the front desk may say about health.

Script 9: When something sounds urgent

Purpose: get the caller to a person, fast. This is a process script only. Stop booking, put the caller through to a named person now, or give the emergency partner's details after hours.

Opening line: "I'm getting you to someone right now. Please stay on the line."

Questions to ask (in order): only what your clinic's own urgent-call policy lists, and nothing more. For most clinics that's:

1. "What's your name and the number you're calling from?" (in case the call drops)
2. "What's your pet's name?"

Don't ask questions to judge how serious it is. That isn't the front desk's job.

What to check in the PIMS: nothing that delays the call. Find the record later.

Close (open): put the caller through to the named person on your urgent-call list now. Tell them who's calling and what the caller reported, in the caller's own words.

Close (after hours, or nobody free): "Please call our emergency partner, Riverside Emergency Vets, now. Their number is 555 014 2200, and they're at 18 River Road." Say it slowly, repeat it, and text it if you can. (These details are an example; use your own emergency partner's.)

If… then…:

• If you're not sure whether it's urgent, treat it as urgent.
• If the caller asks what to do while they wait, say: "I can't give medical advice, but the quickest way to help is to speak to a vet right now."
• If the caller then says "actually, it's probably fine", keep going. Once a call is urgent, it stays urgent.
• After the call, note who called, when and where they were sent, and tell the vet or manager.

Never say: "It's probably nothing", "I'm sure she'll be OK", "it can wait until morning", or any guess, remedy or medicine. Never reassure.

Adapt to your clinic's policies; your veterinarians decide what the front desk may say about health.

Script 10: Voicemail greeting

Purpose: tell callers what to do when nobody can answer, with the emergency route first.

In hours, busy: "You've reached Maple Street Animal Hospital. We're with other clients right now. If your pet needs emergency care and we can't answer, call Riverside Emergency Vets now at 555 014 2200. Otherwise, leave your name, number, your pet's name and how we can help, and we'll call you back today."

After hours: "You've reached Maple Street Animal Hospital. We're closed, and we open again at 8 a.m. If your pet needs emergency care, call Riverside Emergency Vets now at 555 014 2200. That's 555 014 2200, at 18 River Road. For anything else, leave a message and we'll call you back when we open."

Questions to ask: name, number, pet's name and reason, in the greeting itself.

What to check in the PIMS: match each message to the client record when you return the call.

Close: return in-hours voicemails the same day and after-hours ones first thing.

If… then…:

• If your hours or emergency partner change, re-record the greeting the same day.
• If a message sounds urgent, call back first, and if you can't reach them, follow your urgent-call policy.

Never say: "Leave a message and we'll get back to you" with no emergency route. Give the emergency partner's number early, slowly and twice.

Adapt to your clinic's policies; your veterinarians decide what the front desk may say about health. The clinic, people, numbers and address above are made up.

How to adapt these to your clinic

Start with your own policies, not the wording.

1. Ask your veterinarians to read scripts 5, 6 and 9 first. They decide what the front desk may say about health, what your urgent-call list contains and who takes urgent calls.
2. Fill in the gaps. Replace every bracketed item: your turnaround for refills, your callback window, your emergency partner's name, number and address.
3. Use your own voice. Make greetings and closes sound like your team. Keep the question order and the "never say" lines.
4. Check your practice act. Look up your state's veterinary practice act and board rules on what lay staff may do.
5. Date each version. Note who approved it and when, and review the scripts when your policies, people or phone setup change.

For more front-desk tools, see the vet clinic phone playbook and our guide to running a vet clinic front desk.

Training the team in 30 minutes

You don't need a training day. One focused half hour gets a team using the scripts:

• Minutes 0–5: explain why. Scripts shorten calls and keep everyone safe. Read the "never say" lines from scripts 5, 6 and 9 aloud.
• Minutes 5–15: practise script 9 in pairs. One person calls, the other answers. The only goal is to get to a named person, or give the emergency partner's details, without a single question beyond your policy.
• Minutes 15–25: practise two everyday scripts, such as booking and refills, then swap roles.
• Minutes 25–30: agree where the scripts live: printed by each phone and saved in a shared folder. Name who updates them.

Repeat script 9 practice every few months and whenever someone new joins.