All veterinary surgeons and all other employees working at this veterinary practice will at all times:

1. Make animal welfare their first consideration in seeking to provide the most appropriate attention for animals committed to their care
2. Ensure that all animals under their care are treated humanely and with respect
3. Maintain and continue to develop their professional knowledge and skills
4. Foster and maintain a good relationship with their clients, earning their trust, respecting their views and protecting client confidentiality
5. Uphold the good reputation of the veterinary profession
6. Ensure the integrity of veterinary certification
7. Foster and endeavour to maintain good relationships with their professional colleagues
8. Understand and comply with their legal obligations in relation to the prescription, safekeeping and supply of veterinary medicinal products
9. Familiarise themselves with and observe the relevant legislation and codes of conduct in relation to veterinary surgeons as individual members of the profession, employers, employees and business owners
10. Have a system in place to ensure they have an up-to-date version of the legislation applicable to them
11. Respond promptly, fully and courteously to complaints and criticism
12. Comply with all clauses of the Code of Good Veterinary Practices and of the Schedules to it relevant to this practice

Signature and name of all employees:

To provide a documented system to ensure that the administration of the practice is managed efficiently.

This protocol is applicable to all staff, veterinary surgeons as well as administration staff.

The quality manager is responsible for the implementation of this protocol and to keep it up-to-date. All staff are responsible for the following of all procedures under this protocol.

All telephone calls will be answered and all requests for veterinary services logged.
Veterinary services are guaranteed 24 hours a day, 7 days a week. Thereto we have arrangements with other local GVP-veterinary practices.
Services are only agreed based on capacity and capabilities.
Any case beyond our capacity or capability will be referred to another GVP-veterinary practice.
Files will be kept per client and/or patient (or group of animals). These will consist of any contract, all relevant client, patient and farm details, any agreed protocols. Copies of contracts with farmers are sent to the College of Veterinary Surgeons and the relevant Government Veterinary Inspector.
Copies of contracts with anybody delivering services or products will be kept in this folder.
Our tariffs will be clearly displayed and on all outgoing bills the services and products will be clearly stated with their prices.
Strict procedures will be followed regarding the accounts.
Confidentiality will always be guaranteed.

(if group-practice)

The contract of association/collaboration is sent to the College of Veterinary Surgeons for approval. When approved it will be kept in the practice manual and all associates will have their own copy.
For every day there is a schedule allocating the work to a person.
Holiday schedules for the veterinary staff are made upfront and are always available to all staff.

To provide a documented system to ensure animal health, animal welfare and public health are safeguarded at all times during practising veterinary medicine on food producing animals.

This protocol is applicable to all veterinary acts on food producing animals.

The quality manager is responsible for the implementation and updating of this protocol.
(All veterinary staff/ the veterinary surgeon) is responsible to follow all procedures under this protocol at all times.

• A yearly planner will be available stating all visits to farms under contract for the veterinary herd management.
• Medical treatment of any animal or group of animals will only be started after a thorough clinical examination and will be subject to any agreed protocols with the farmer.
• It is the veterinary surgeon's responsibility to ensure that when using medicines all legal requirements are met and public health is never compromised.
• Strict hygiene rules will be applied when visiting farms and are subject to any agreed protocols with farmers.
• It is the veterinary surgeon's responsibility to ensure all relevant data are recorded after each visit.
• It is the veterinary surgeon's responsibility to ensure that all surgery is performed hygienic, as sterile as possible and according to the latest developmets in veterinary science.
• It is the cleaning staff's responsibility to ensure all equipment and instruments are cleaned and sterilised after use.
• It is the veterinary surgeon's responsibility to ensure all contractual and legal requirements regarding animal health controls and veterinary herd management are fulfilled.
• Thereto there are compendia available regarding the legal requirements and the guidance issued by the authorities on animal health and veterinary herd management. These compendia are kept up-to-date.
  (describe how compendia are kept up-to-date).
• It is the veterinary surgeon's responsibility to ensure that animal welfare is never compromised and all legal requirements are met regarding emergency slaughter.
• It is the veterinary surgeon's responsibility to ensure that any certificate produced, whether official or just a statement, follows the 12 principles of certification.

To ensure that all veterinary services are offered in appropriate rooms and circumstances.

This protocol is applicable to all staff.

The quality manager is responsible for the implementation and updating of this protocol.
All staff are responsible to follow all procedures under this protocol at all times.

• The following services are offered in their own rooms or other space:
• radiology
• other medical imaging
• labtesting
• post-mortems
• operations
• animals kept in for observations.
• All rooms and other places of the practice will be kept clean and hygienic at all times.
• A sign is present outside the premises to show it is a veterinary practice.
• The consultation times and contact details are shown visible from the outside.

To ensure that all veterinary services are provided to the highest standards.

This protocol is applicable to all veterinary services offered.

The quality manager is responsible for the implementation and updating of this protocol.
(All veterinary staff/ the veterinary surgeon) is responsible to follow all procedures under this protocol at all times.

• A radiation protection Officer will be appointed responsible for all health and safety matters relating to the equipment and the room. He will prepare the manual, procedures, instructions and register as required. He is also responsible to ensure all staff follow all health and safety measures. He will be contacted on all matters related to the equipment or the room.
• Health and safety instructions are clearly displayed in the radiology room.
• Clear instructions for the maintenance of the equipment are present and a logbook is kept on maintenance.
• The hazard light has to be switched on when the equipment is in use.
• The register is completed after every use.
• All results are recorded on the patient's records.
• All waste is treated as per the protocol on waste materials.

• A manual is present clearly describing how all tests are to be performed.
• For all equipment there are clear instructions present.
• For equipment that has to be calibrated there are calibration procedures and records present.
• Clear maintenance instructions are present for all equipment and a logbook is kept on all maintenance.
• The register is completed after every test.
• The results are recorded on the patient's records.
• All waste is treated as per the protocol on waste materials.

• A manual is present on how to take the samples for the test.
• There is a manual outlining all tests.
• The results are recorded on the patient's records.

• All pens and stables are cleaned as described on the general cleaning and disinfection schedule.
• A register is present with all animals on in observation.
• On every pen/stable occupied there is a chart with all details.

• The room is cleaned as per the cleaning and disinfection schedule.
• The equipment is only used in the post-mortem room. It is cleaned there and afterwards put back in the appropriate place.
• The register is completed after every test.
• The results are recorded on the patient's records.
• All waste is stored in the cooled room, in accordance with the general waste requirements.

To ensure that the practice car(s) is/are always in a good state of repair, clean, hygienic, contain all the necessary equipment and medicines and have the necessary facilities to collect all types of waste.

This protocol is applicable to all veterinary surgeons using a practice car and to all staff responsible for the maintenance, the cleanliness and stocking of the car(s).

The quality manager is responsible for the implementation of this protocol and to keep it up-to-date.
All staff are responsible for the following of all procedures under this protocol.

At the end of the working day

• the medicines stock is replenished as required
• the waste collecting bins are emptied in the appropriate containers
• all used equipment is cleaned and sterilised as required
• the car will be checked to ensure all necessary equipment, medicines and waste bins are present.

Whenever necessary the cars are cleaned.

A note is present in the car stating when the next service is due.

The veterinary surgeon using the car is responsible to ensure that any medication in it is transported following the requirements described in the protocol and procedures regarding the medicines depot.

To ensure medicines are ordered, received, stored, transported, administered, dispensed and destroyed in a professional manner with respect for public health and the environment and following at least the legal requirements.

This protocol is applicable to all staff dealing with veterinary medicines.

The quality manager is responsible to keep this protocol up-to-date.
The depot manager is responsible to implement this protocol.
All staff are responsible for the following of all procedures under this protocol.

• The Provincial Medical Commission will be notified in writing of the depot.
• A depot manager (and deputy in group-practices) will be appointed.
• The depot manager is responsible for all matters related to medicines.
• The depot manager has the authority to take whatever action needed.
• Only medicines registered or licensed to be traded will be ordered, stored, administered or dispensed.
• Medicines are ordered through a pharmacist open to the public.
• Incoming medicines are checked upon arrival and the practice identification put on them.
• Rejected medicines are returned to the supplier.
• Accepted medicines are entered in the register and put in the depot.
• Medicines are stored in the depot in their primary packaging and the keeping requirements stated by the producer are adhered to.
• The medicines in the depot are protected from contamination, spillage, breakage and theft.
• The classification of the medicines in the depot is orderly, ensuring an adequate product-flow and adhering to the first in-first out principle.
• Medicines beyond their use-by-date are removed from the depot and disposed off following the waste protocol and procedures.
• The depot in the surgery and the car will be kept as small as possible and the same general instructions as for the main depot apply.
• Multi-dose packages will be used for a period of maximum 2 months after the first use.
• Outgoing medicines will be logged in the outgoing registers.
• These registers will be kept per veterinary surgeon.
• Every year the stock will be taken and reconciled with the registers. All discrepancies will be noted in a report.
• All medicines administered or dispensed will be stated on the bills.
• The latest compendium on veterinary medicines will always be present.
• A compendium on the legislation and the guidance issued by the authorities will always be present and kept up-to-date.
• The depot manager (and the deputy) will spend an appropriate amount of time on continuous professional development regarding veterinary medicines and the depot.
• Clear job descriptions are available for all jobs related to the medicines depot.
• All waste coming from the medicines and the depot will be dealt with following the general waste protocol and procedures.

To ensure the quality system of the practice is efficient and kept up-to-date.
To ensure everybody is aware of the quality commitment and implements the quality sytem requirements.

This protocol is applicable to all staff.

The quality manager is responsible to implement this protocol and all procedures under it and to keep it up-to-date.

• The quality policy (see at the beginning of section 2 of this manual) will be created by the management and they will review it every year and make any necessary changes.
• All responsibilities, the interrelation between them and the decision-taking structure are written down in the job-descriptions and the organigram. (see at the beginning of section 2).
• The quality manager will create a procedure to cover sickness and holidays.
• The quality system consists of protocols and procedures outlining how things are to be done. When necessary, registration forms are created to keep a record.
• Protocols, procedures and registration forms are present in the quality manual. This manual is present in the practice office and everybody has access to it.
• The manual is a controlled document, and any changes can only be made by authorised pesonnel.

To ensure that all requirements related to contracts and requests for services, whether received written or verbal, are adequately understood and documented. To ensure that all requirements can be met before agreeing.

This protocol is applicable to all staff.

The quality manager is responsible to implement this protocol and all procedures under it and to keep it up-to-date.

• All requests for services are dealt with following Procedure 4.0.1
• All contracts with third parties are only agreed after following procedure 6.1.1

To ensure that all documents (protocols, procedures and registration forms) are reviewed and authorised.

This protocol is applicable to all staff.

The quality manager is responsible to implement this protocol and all procedures under it and to keep it up-to-date.

• Documents are to be created and reviewed by assigned personnel prior to issue.
• The quality manager will issue a procedure on how to do this and how the lay-out of the documents in the quality system will be.
• The quality manager will issue a procedure to ensure that all invalid or obsolete ddocuments are removed from the system.

To ensure that purchasing and agreements with subcontractors are documented and that specified and agreed requirements are met.

This protocol is applicable to all staff.

The quality manager is responsible to implement this protocol and all procedures under it and to keep it up-to-date.

• When purchasing products or subcontracting services the requirements will be specific and agreed.
• Upon delivery of the products or services, staff will verify if the agreed requirements are met.
• Regularly the subcontractors will be assessed on their capability to deliver the demanded requirements.
• A list of approved subcontractors will always be present.

To ensure that all products that need to be identified and traceable are kept as such.

This protocol is applicable to all staff.

The quality manager is responsible to implement this protocol and all procedures under it and to keep it up-to-date.

All incoming and outgoing medicines are to be identified and controlled as described in the protocols and procedures on medicines.

To ensure that documented procedures exist for those processes with an impact on the quality of service provided.

This protocol is applicable to all processes that need to be controlled.

The quality manager is responsible to implement this protocol and all procedures under it and to keep it up-to-date.

• When a process has an impact on the quality of service provided the quality manager will issue protocols, procedures and registration forms as required.
• These will state responsibilities and how the process has to be performed.
• If any equipment is necessary, they will state how it is to be used, maintained and when applicable calibrated.
• Where necessary, they will state which forms omplete, how and where and for how long to retain them.

To ensure that all non-conforming products and waste are stored and disposed off in an appropriate manner.

This protocol is applicable to all staff and to all types of waste.

It is the responsibility of the quality manager to implement this protocol and to keep it up-to-date.
It is the responsibility of the environment manager to ensure all procedures under this protocol are implemented and kept up-to-date.

• Procedures will outline how to store all different types of waste.
• They will state what forms to complete and how long to retain them.
• Procedures will outline who will collect the differen types of waste.

To ensure that corrective and preventive actions are implemented whenever a problem arises.

This protocol is applicable to all staff.

It is the responsibility of the quality manager to implement this protocol and to keep it up-to-date.

• Whenever a problem arises, corrective action shall be taken.
• This can be after a cusomer complaint,
• Other feedback from customers,
• Based on the findings during an internal audit.
• The cause of the problem will be investigated.
• Based on this, preventive action procedures will be established to ensure the problem does not recur.

To ensure that products are handled, stored, packaged, preserved and delivered in quality conditions.

This protocol is applicable to all staff.

It is the responsibility of the quality manager to implement this protocol and to keep it up-to-date.

• Procedures will be established and implemented to ensure products are protected from damage, spillage, deterioration and contamination.

To ensure that quality records are identified, filed, stored, maintained and disposed of in an appropriate manner.

This protocol is applicable to all staff.

It is the responsibility of the quality manager to implement this protocol and to keep it up-to-date.

• For all registration forms will be stated
• How they are identified
• Where they are to be filed
• Where they are stored
• How long they are retained
• All records have to be easily legible
• All records have to be easily retrievable.
• All records will be available to any customer or his representative.

To ensure that the quality system is working effectively and to verify that all relevant requirements of the Code of Good Veterinary Practices are followed.

This protocol is applicable to all staff.

It is the responsibility of the quality manager to implement this protocol and to keep it up-to-date.

• Internal audits will be planned upfront.
• The yearly planner will be available.
• The weight of the audits in the different sections of the practice will be based on their importance.
• The audits will be performed by (name auditor or describe internal audit system).

To ensure that all staff spend sufficient time on continuous professional development.

This protocol is applicable to all staff.

It is the responsibility of the quality manager to implement this protocol and to keep it up-to-date.

• All veterinary surgeons will spend at least 35 hours on CPD.
• Sufficient time will be spent on the general veterinary profession as wellas on the chosen field of specialisation.
• The depot manager will spend sufficient time on the developments in the depot and in the medicine field.
• The environment manager will spend suffcient time on environmental developments in veterinary practices.
• The quality manager will spend sufficient time on the developments in quality systems in the veterinary profession.