The Vet Clinic

1. The Vet Clinic

2. Typical Timeline • day practice • head tech • possible office manager • emergency work • specialty/teaching

3. Parts of the Vet Clinic • sign - show the location, generate clientele, detail services, hours, phone number • outside - well kept, clean (poop scoop!) - make are clients know when their pet will need a sample • reception area - one of the most critical parts of the clinic

4. Reception • clean, well organized, inviting, SMELL, comfortable • distance between pts, cats?, kids, refreshments • barking dogs, fighting, scared animals, bereavement

5. Exam Room • comfortable but CLEAN, very organized • the exam must go smoothly, well oiled machine • different rooms for different pts

6. which areas of the clinic will client’s see? • “take him to the back and draw some blood” • “recheck exam” • “fecal” • “negative fecal” • “put him down” • “put him to sleep” • “pull a tooth”

7. cleaning

8. The Veterinary Technician

9. tasks of a Vet Tech • Appointments • stock rooms • load a room? • pt hx • tprw • collect samples • +/- vax

10. ANTICIPATE - make a DVMs job easier, make things go smoother, suggest things that maybe are not being considered • assist DVM during exam • charges • Rx • discharge instructions • follow-up today, tomorrow, 10 days, 1 yr

11. drop-offs - CHECK THE RECORD • lab work • hospitalized patients • emergencies • house calls • boarding • other?

12. the healthcare team

13. support staff • gained popularity in the last years. it is more efficient for a doctor to only diagnose, prescribe, and perform surgery

14. RVT - registered veterinary technician • CVT - certified veterinary technician • LVT - licensed veterinary technician • DVM - doctor of veterinary medicine • CVA - certified veterinary assistant • OJT - ?

15. Office Manager - Practice Manager • usually credentialed • orchestrate everything (even DVMs?) to ensure the most efficient and profitable practice is maintained • develops the mission statement and plan for growth • unites doctors and staff to work well together an meet practice goals • marketing

16. hiring, firing, supervising • inventory • client management (financial, troubleshooting) • staff scheduling • clinic scheduling • accreditation, certification, compliance, inspections, QC, CE, vendors • training, staff meetings • COMMUNICATION

17. kennel attendants • attend to the kennel • trained to follow protocols, alert a higher up with any abnormality • cleaning • possibly cross-trained (usually restraint)

18. Receptionists • BY FAR the most difficult job in the clinic • make or break a practice • customer service, communication, friendliness, helpfulness, organize appts, • handle fees, billings, cash drawers, insurance, Care Credit, records • communication with the team, between clients and the team • an excellent receptionist can steer the entire day

19. LVT • tech v assistant • requirements • CVA program through TVMA

20. Head Tech/Tech Manager - cross-training, staff directions (doling out responsibilities) • Tech Specialists - approved through NAVTA • extra schooling and passing an additional set of board exams • VTS - veterinary technician specialists • ie Ryan Kutzler, LVT VTS (ECC, SAIM)

21. the Academy of Veterinary … • Dental Technicians • Technician Anesthetists • Internal Medicine for Veterinary Technicians • Emergency and Critical Care Technicians • Behavior Technicians • Zoological Medicine Technicians • Equine Veterinary Nursing Technicians • Surgical Technicians • Technicians in Clinical Practice • Clinical Pathology Technicians

22. A great technician is used to help develop the vision of the practice. the doctor’s right hand • a GREAT technician MUST • care where the clinic is going • WANT to learn more • be efficient and organized • have problem-solving skills • be a part of the evolving standard of care

23. Job Descriptions • the minimum • the maximum • evals • interviews

24. Hiring • who weighs in? • yet another review - interviewers are looking for • suitability for the job description • personality • professionalism • knowledge • experience • appearances/impression

25. steps in hiring • analyze the job requirements • develop job description • announce/advertise position • review applications/resumes • rank candidates for interview • interview everyone you are going to • make final selection / check references • offer the job/salary • establish start date • orientation on day one / start training, etc

26. it is unlawful to ask about race, religion, national origin, handicaps, marital status

27. acceptable questions • describe your previous position • describe your best/worst boss • what did you like least/most about a previous position • what special skills do you have to apply to this position • what are your short-term and long-term goals

28. acceptable questions • what accomplishments are you most proud of • how do you feel about constructive criticism and formal evaluation • how do you feel about being on-call • can you work weekends and holidays (hopefully they will give details) • what are your strengths and weaknesses • DO YOU HAVE ANY QUESTIONS FOR US?

29. How Do Client’s Choose a Doctor for Their Pet?

30. Location • word of mouth - brave new world of Yelp, Social Media • now they have probably selected where to start going - let’s keep them here

31. DVM and Staff are friendly and caring • pet is handled gently • genuine concern for the animal • COMMUNICATION • professional knowledge • cost - money’s worth • client’s perception of the “medicine”

32. your attitude toward a client will come through • “enthusiasm is caught, not taught” • “don’t let your busyness interfere with your business” • a client must know that you are happy their pet is there • a client must know their pet is happy there • BY FAR the most common way you will know a client is unhappy is never seeing them again • NEVER JUDGE A BOOK BY ITS COVER!

33. wait times are always a concern and can always be improved • keep the doctor going • take as much off the DVMs plate as possible • keep the client informed • get things ready before you are asked to - ANTICIPATE

34. Appointments vs Walk-Ins • Appointments vs Emergency Care • Appointements vs Surgery • Appointments vs Drop-Offs • Appointments vs Staff Schedule

35. payroll is related to how much the clinic brings in and how much it spends - equally • are you the equivalent of one person, 2 people, less than one person? • how much money do you cost? • are clients their to see you?

36. miscellaneous terms • in-house meds • donor animal • petty cash • employee discount • accounts receivable • price shopping • fair fees