Practice Management flash cards

Flashcards about veterinary practice management.

Veterinary Practice Ownership

Most practices are owned by veterinarians, but anyone can own a practice as long as a veterinarian is in charge of medical decisions.

Mission Statement

The gold standard for what is done in the practice every day.

Types of Veterinary Facilities

Primary, referral, emergency, specialty, and teaching hospitals.

Management Personnel

Office manager, practice manager, hospital administrator.

Veterinary Hospital Managers Association

An organization for management personnel in veterinary practices.

Certified Veterinary Practice Managers (CVPM) Requirements

Document veterinary management experience, complete CE in management, letters of recommendation, and pass an exam.

Veterinarians

Provide medical care to animals.

Veterinary Technicians/Technologists

Assist veterinarians with medical procedures and patient care.

Veterinary Assistants

Assist veterinary staff with animal handling and basic care tasks.

Reception

Handle client communication, scheduling, and administrative tasks.

Kennel, Wards, & Barn Attendants

Provide care for animals in kennels, wards, and barns.

AAHA

American Animal Hospital Association; voluntary accreditation.

AAHA Standards

Quality of care, diagnostics & pharmacy, management, medical records, facility.

Facility Exterior

Attractive, professional, visible, and easy access.

Outpatient Areas

Reception, waiting room, and exam rooms.

Outpatient Area Qualities

Organized, clean, and quiet.

Additional Outpatient Areas

Pharmacy and laboratory.

Inpatient Areas

Treatment room, radiography suite, and patient wards.

Inpatient Area Security

Always have 2 doors between cages and the outside.

Isolation Ward

Separate from the rest of the hospital.

Additional Inpatient Areas

Exercise areas, kitchen, boarding area, and grooming area.

Surgical Area

Prep room, surgical suite, and recovery room.

Support Area

Doctor’s office, library, conference room, employee lounge, and storage area.

Small/Large Animal Mobile Practices

Mobile facilities for treating animals at their location.

Emergency & Specialty Practice Costs

More expensive because the cost is not subsidized by out-patient procedures.

Client

The most important person in the practice.

How Practices are Judged

Professional, caring & friendly personnel, attention to the client’s needs, and consistent service.

Communication Myths (Debunked)

Good communication skills can be learned; it doesn't take too long to communicate well with clients.

Aspects of Excellent Communication

Clarity, courtesy, positive nonverbal communication, open-ended inquiry, reflective listening, and empathy.

Impact of Dissatisfied Clients

Dissatisfied clients on average will tell 10-12 people about a poor experience at a business.

Good Leader

A good leader is concerned with the effectiveness of the staff meeting the goals of the hospital.

Planning Importance

Businesses need to be able to grow and adapt.

Factors in Purchasing New Equipment

Purchase price, financing cost, and adding revenue to the practice.

Characteristics of a Well-Set Goal

Realistic, measurable, and length of expectation.

Hiring Considerations

It's better to hire someone with less experience but a good work ethic.

Personnel Costs

The largest % of a hospital’s expenses are personnel costs.

Employee Benefits

Health insurance, sick pay, paid holidays, reimbursement for dues/licenses, CE, and retirement.

Marketing Purpose

Obtains & retains clients and enhances hospital awareness in the community.

Internal Marketing

Client relationships, practice appearance, full-service care, client reminders, personal appearance, sympathy cards, and animal care talks.

External Marketing

Advertising, radio & TV, and internet marketing.

Financial Management Aspects

Bookkeeping & accounting, cash flows, budgeting, and price setting.

Operations

Appointment system, estimates & client payments.

Inventory

Ordering drugs & supplies.

Inventory Goal

Supplies should last 1-3 months and prevent medication expiration.

Inventory Budget

10-15% of gross income should be budgeted for drugs and supplies.

Medical Supply Companies

Having a good relationship with sales representatives is very helpful!

Computerization Benefits

Electronic medical records, patient scheduling, reminders, and doctor production.