Roo Conduct Guidelines: Veterinarians

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Cancellations

We get it, dog poop happens. That said, shift cancellations can leave hospitals without a Vet for the day, which can cause problems and hurt client relationships. So, Sheriff Eastwoof here has set some ruff guidelines on cancelling an upcoming shift.

In most cases, you can cancel one shift every 30 days (as long as the shift is more than 4 days away) without affecting your ability to book shifts with Roo.

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What to do if you need to cancel a shift

If you need to cancel a shift, just head on over to the offending shift card in the Roo mobile app or online platform and tap that “cancel shift” link in green there. This will automatically let both Roo and the hospital know ya can’t make it. We’re happy to step in to help.

NOTE: You won’t be able to use this feature if the shift is within 4 days (see “Short notice cancellations” below).

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Short notice cancellations

If you find yourself needing to cancel a shift taking place in the next four days, please let the hospital know as soon as possible first. Then, reach out to us directly via Customer Support so we can take it from there.

Avoid calling out within 72 hours of a shift as this puts a lot of stress on the hospital’s team. Multiple call-outs within 72 hours of shifts, without a documented medical emergency, could result in your suspension from the Roo platform.

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Frequent or repeated cancellations

More than one cancellation within a 30 day period (starting from the date of the first cancellation) may result in your account being restricted from requesting new shifts until we’re able to review. If you’re sick as a dog (no offense intended), it’s helpful to provide a doctor’s note.

*PLEASE NOTE: You’ll still keep any confirmed shifts and should complete those as you normally would.

A third cancellation within 30 days may result in your account being suspended for 30 days (starting from the date of the third cancellation). While suspended, you won’t be able to request new shifts, and you’ll be removed from any confirmed shifts within this 30-day suspension period.

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No-call/no-shows

No-call/no-shows leave hospitals shorthanded without notice and will result in your suspension or removal from the Roo platform unless excused.

We define this as not showing up for a confirmed shift without letting anyone know (Roo or the hospital) at least 24-hours before your scheduled start time.

A no-call/no-show will only be excused if you have a doctor’s note documenting a medical emergency. If you have a medical emergency that is likely to affect your ability to perform, please notify the hospital and Roo as soon as you can.

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Confirmation

Once a shift is Confirmed, the hospital will be counting on you that day, and it would be mighty disrespectful to try to switch your shift to another hospital on the same day. Please do your best to honor the commitments you make to hospitals on the Roo platform.

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Walk outs

Talk about not cool. Leaving the hospital in the middle of a shift could result in your suspension from the Roo platform, and you won’t be paid for incomplete shifts.

Exceptions can be made for workplace injuries and emergencies at Roo's discretion. If you have to leave mid-shift due to an injury or emergency, we only ask that you please let the hospital know before you go and inform Roo as soon as you can.

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Conduct Guidelines

R-E-S-P-E-C-T, find out what it means to Sheriff Clint Eastwoof

We want you to feel welcome, supported, and to have a pretty dang good time too. We also want hospitals to have a great experience, which will create more shifts and opportunities for you. Most importantly, we want to create the kind of community you want to be a part of — and guess what? YOU are a huge part of that.

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Please Arrive on Time

Do your best to arrive by your shift’s scheduled start time (and say, “Howdy”) as pets can’t be cared for by a Vet who isn’t there. We recommend arriving a bit early to get the lay of the land, especially if this will be your first time working at a hospital.

If you’re late for one of your first three shifts without a reasonable cause, you may be suspended from the Roo platform.

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Professionalism & dress

Please be professional and look like the pro you are. When you show up for a shift, try to be well-rested. We know that’s not easy, but no one wants their pet treated by Dr. McSleepy.

Also, goes without sayin’ you shouldn’t have any illicit drugs or alcohol in your system, and you shouldn’t smell like them either. You’re going to work with a bunch of dogs, and some of us are literally trained to sniff that out, okay?

Conduct that’s illegal, unsafe, unprofessional, or disruptive may affect hospital relationships and your ability to book shifts using Roo. Please be respectful to your patients and the teams you’re working with. ‍

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Skillset honesty

It’s important that you’re always honest about what you can comfortably do. If you overstate your abilities, it could put pets in danger. And while danger is my middle name, it certainly isn’t yours. You’re a doctor.

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Respect hospital policies

We recommend checking hospital profiles before your shift to familiarize yourself with any hospital-specific policies, including their dress code and rules for bringing personal pets to work.

‍Dress Code: You can usually find each hospital’s dress code in their Roo profile. If not, you can always reach out to them using the 🔔 Notifications icon.‍
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Note-taking & AI Tools: We suggest letting the hospital know if you plan on using any AI or note-taking tools. Make sure you have the hospital’s permission before recording any client visits. In some states, it may be illegal to record clients without direct consent.
Reach out if you have any questions: Hospitals always appreciate when you send them a message ahead of time using 🔔 Notifications once you've confirmed a shift. This is a great way to get answers to any additional questions like what software they use.

Please do not use Hospital Messaging to call out of a shift. For our full Chat Policy, head on down to the next tab there.

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🦘 PRO TIP: When booking a shift at a new hospital, we recommend only booking one shift just in case it’s not a good fit for you or the hospital’s team. ‘Cause ya never know until you go, and we don’t want to put you in a bad situation.

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Chat & Messaging Guidelines

We created our 💬 Support Chat and 🔔 Hospital Messaging features to be convenient to you.
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🔔 Hospital Messaging lets you connect with hospitals ahead of confirmed shifts to coordinate any last minute details.
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💬 Support Chat gives you a direct line to our Customer Support Heroes to get you the assistance you need in real time!
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Your privacy and safety are important to us. We want you to know we may review your messages sent through Roo in order to ensure everyone is getting the best possible experience. We do this for a few reasons:

Keep you safe from payment scams
Identify potential risks to our users
Ensure compliance with Roo Terms of Service & Guidelines (found right here)
Provide exceptional customer service
Investigate issues
Find areas where we can improve the Roo experience for you

We never review, scan, or analyze your messages to send you third-party marketing messages. We also don’t sell reviews or analyses of these communications. That just wouldn’t be very nice.

Our goal is to create a safe and positive experience for everyone in the Roo Community.

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Don’t use Hospital Messaging to cancel a shift

We’ve created a Shift Cancellation feature specifically for this purpose, which you can read about just one tab up. We don’t want these important messages to get lost as a miscommunication would be not great.

If you have any questions, please reach out to our support team with this link or use the 💬 Chat Icon down in the corner of your Roo app for immediate support.

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Sheriff Clint Eastwoof presents:

Roo Conduct Guidelines for Veterinarians

Chat & Messaging Guidelines

Don’t use Hospital Messaging to cancel a shift

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Vets & Techs

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