Vet hospital procedures

Who is apart of the vet team

• Groomers

• Kennel Assistants and Veterinary Assistants

• Veterinary Technicians and Technologists

• Receptionists

• Office Managers

• Veterinarians

• Practice Managers

• Hospital Administrators

• Students

CMO

Cheif medical officer

CEO

Cheif executive officer

COO

Cheif Opperations officer must report to CEO

Emotional Intelligence:The ability to identify, assess, and control one’s emotions

Characteristics include:

Self-awareness, Self-control, Self-motivation, Empathy

Directive-task oriented

achieving results important, more than discussing how a task is completed.

Supportive-people oriented

listen to employees and encourage them to express thoughts and opinions.

The four R’s of Team Management

•Responsibility

Obligation, duty a team member is expected to uphold (accountability) Delegation critical task to be learned, Frees time, builds team confidence, allows for balance.

•Respect

Respect for each other,Opinion, education, experience, Education

•Rapport

Trust from top to bottom, Mutual trust or emotional relationship among team members

•Recognition

Appreciation, Recognize achievements, job well done, Positive provides empowerment

The receptionist should understand these forms:

•The Medical Record (every animal)

•Consent Form

•History Form (especially for new patients)

•Health Certificates (travelling clients) Exam within 30 days

•Medical Records Release Form

•Boarding Form (meds, foods, contact info)

Non-sterile procedures

•Wound cleaning

•Ear flush

•Sedated radiographs

•Bandage changes

Two forms of marketing

•Internal

Directed to existing clients

•External

Directed to potential clients

Perform a SWOT analysis

•Strengths: what is the practice good at?

•Weaknesses: What can the practice improve?

•Opportunities: What should the practice provide in the future or d/c?

•Threats: What external threats (that the practice has no control over) exist and what plan is in place to mitigate risk?

Use SMART goals to develop objectives for each priority

•S: Specific

–defines goal to be achieved

•M: Measurable

-how will success be measured?

•A: Accountable

–who will carry out the objectives?

•R: Resources

–what resources are needed to achieve goal

•T: Timebound

–when will the goal be completed?

Accounts receivable (AR)

List aged accounts: 30, 60, and 90 days Prevent AR from rising above 1% of gross revenue AR over 90 days to collections

Accounts Payable Summary

List of accounts the practice owes money to Vendors, banks, utilities,

Etc Active Client and Patients per month Clients or patients that have been seen within previous year

Average client transaction (ACT)

Average of every transaction DVM is credited for Refills Rechecks Diets Patient visits Diagnostics

Average doctor transaction (ADT) 

Patient visits and diagnostics only ACT will be lower than ADT, as rechecks and refill decrease average

Average Doctor Transaction

The average charge per transaction (not including any follow ups, refills,etc

Revenue centers = areas of a practice that can be assessed for the revenue produced

•Laboratory

•Pharmacy

•Radiology

•Dentistry

type A

Stress prone usually,The perfectionists, high level of performance expectation of themselves, often multitask, tend to be successful. Higher risk for heart disease, hypertension

Type B 

personalities manage stress better. 

More in control of emotions and do not have to be the best in all they do. Compartmentalize stress and can deal with it later, manage stress better.

The ABC's of prevention are a great place to start:

Awareness

 is critical in preventing compassion fatigue. It’s important to recognize what situations and experiences are particularly stressful for us. When we recognize our triggers, we can be more prepared to deal with the situation.

Balance

 in veterinary medicine is often difficult to achieve, as long caregiving hours are needed by

the patients. But, taking time off, practicing great self care, and spending time on the activities that bring joy makes us better caregivers and teammates, which benefits the patients and the practice as a whole.

Connection

 with others can help to alleviate compassion fatigue. Keeping connected with our

friends, family, and support system helps us to process through others, instead of turning inward.