# SOP PPS-CHK-01 — Grooming Arrival Check-In Purpose: Confirm the correct pet, service, consent, and visible pre-service condition before groomer custody. Owner: Grooming Manager | Applies to: Receptionist and Groomers | Risk: Moderate ## Core Procedure | Step | Role | Action | Check | Record | | ---- | ------------ | ----------------------------------------------------------------------------------- | ---------------------------------------- | --------------------- | | 1 | Receptionist | Match the client, pet, booking, and requested service. | Use two pet identifiers. | Check-in time | | 2 | Receptionist | Ask the approved intake questions without interpreting answers medically. | Required fields complete. | Intake form | | 3 | Groomer | Observe coat, skin surface, mobility, and behavior within approved handling limits. | Use factual descriptions only. | Service notes | | 4 | Receptionist | Save the required condition photos to the correct pet profile. | Images are clear and correctly attached. | Photo record | | 5 | Groomer | Confirm the service plan and explain any limitation or extra charge. | Obtain written approval for changes. | Updated service order | | 6 | Groomer | Accept custody and repeat important handling notes. | Consent is complete before handoff. | Handoff time | ## Stop and Escalate Stop check-in if identity does not match, consent is missing, safe handling is not possible, or a condition may require urgent veterinary attention. Keep the pet with the client when possible and notify the Shift Lead. ## KPIs * Signed consent before handoff: 100%. * Complete condition record: 100%. * Check-in time: 10 minutes or less. ## Quick Guide Match pet and booking → complete intake → document visible condition → confirm service → obtain consent → hand off to groomer. Stop whenever a safety gate fails.