Editor-in-Chief and Consulting Editors xvi List of Contributors xvii Preface xxi About the Companion Website xxii Section 1 Marketplace 1 1.1 Models of Veterinary Practice, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 2 1.2 Challenges to the Profession, Peter Weinstein, DVM, MBA 6 1.3 Trends in Companion Animal Veterinary Practices, Brian Cassell, DVM 10 1.4 Veterinary Trade Areas, David F. McCormick, MS, CVA 14 1.5 Today''s Pet Owner, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 16 1.6 Today''s Veterinarian, John Tait, DVM, MBA, MS(Fin.
), CFP 18 1.7 Today''s Veterinary Students, Ryane E. Englar, DVM, DABVP (Canine and Feline Practice) 20 1.8 Internships and Residencies, Ryane E. Englar, DVM, DABVP (Canine and Feline Practice) 22 1.9 Veterinary Paraprofessionals, Kara M. Burns, MS, MEd, LVT, VTS (Nutrition) 26 1.10 Veterinary Staff, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 28 1.
11 Functioning as a Healthcare Team, Louise S. Dunn 32 1.12 Differing Perspectives of Practice Teammates, Louise S. Dunn 36 1.13 Generational Differences, Randy Hall 38 1.14 Gender Issues, Bernadine Cruz, DVM, CVJ 42 1.15 Personality Profiling, Lorraine Monheiser List, CPA, CVA 46 1.16 Value Disciplines, Elizabeth Bellavance, DVM, MBA, CEPA 50 1.
17 Practice Management Support Professionals, Elizabeth Bellavance, DVM, MBA, CEPA 52 1.18 Stakeholders and Strategic Partners, Elizabeth Bellavance, DVM, MBA, CEPA 56 1.19 Importance of the Human-Animal Bond, Jacqui Ley, BVSc (Hons), PhD, DECAWBM, FANZCVS (Veterinary Behaviour) 58 1.20 Mergers and Acquisitions, James E. Guenther, DVM, MBA, MHA, CVPM, CEPA, CM&AA 60 1.21 Corporate Veterinary Practices, Leslie A. Mamalis, MBA, MSIT, CVA 62 1.22 Not-For-Profit Veterinary Hospitals, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 64 1.
23 House-Call and Mobile Practices, Katherine van Ekert, BVSc 68 1.24 Hospice and Palliative Care, Shea Cox, DVM, CVPP, CHPV, CPLP 70 1.25 Specialty and Emergency Centers, James E. Guenther, DVM, MBA, MHA, CVPM, CEPA, CM&AA 74 1.26 Equine Practice Management, James E. Guenther , DVM, MBA, MHA, CVPM, CEPA, CM&AA and Elise Lacher, CPA 78 1.27 Food Animal Practice Management, Lance M. Roasa, DVM, MS, JD 82 1.
28 Mixed Animal Practice Management, Lance M. Roasa, DVM, MS, JD 86 Section 2 Administrative Management 91 2.1 Workplace Management, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 92 2.2 Organizational Charts, Katherine Dobbs, RVT, CVPM, PHR 96 2.3 Managing People, Heather Prendergast, RVT, CVPM, SPHR 98 2.4 Working in Teams, Shawn G. McVey, MA, MSW 100 2.5 Motivating the Healthcare Team, Louise S.
Dunn 104 2.6 Accountability, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 106 2.7 Change Management, Randy Hall 108 2.8 Compassion Fatigue and Burnout, Katherine Dobbs, RVT, CVPM, PHR 110 2.9 Moral Distress and Ethics Exhaustion, Katherine Dobbs, RVT, CVPM, PHR 112 2.10 Compromise Fatigue, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 114 2.11 Making Meetings Work, Karyn Gavzer, MBA, CVPM 116 2.12 Leadership, Lorraine Monheiser List, CPA, CVA 118 2.
13 Leadership Fatigue, Heather Prendergast, RVT, CVPM, SPHR 122 2.14 Implementation: Getting it Done, Robin Brogdon, MA 124 2.15 Emotional Intelligence, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 128 2.16 Finding the Right Fit, Heather Prendergast, RVT, CVPM, SPHR. 130 2.17 Negotiating 101, Peter Weinstein, DVM, MBA 132 2.18 When to Hire an Office Manager/Administrator, Mark J. McGaunn, CPA/PFS, CFP ® 136 2.
19 Staff Performance Planning, Kurt A. Oster, MS, SPHR, SHRM-SCP 138 2.20 Staffing Budgets, Kurt A. Oster, MS, SPHR, SHRM-SCP 142 2.21 Operations Manuals, Peter Weinstein, DVM, MBA 144 2.22 Procedure Manuals, Kurt A. Oster, MS, SPHR, SHRM-SCP 146 2.23 Enhancing Doctor Productivity, Elizabeth Bellavance, DVM, MBA, CEPA 148 2.
24 Enhancing Team Productivity, Louise S. Dunn 150 2.25 Appropriate Handling of Medical Errors, Ryane E. Englar, DVM, DABVP (Canine and Feline Practice) 152 2.26 Changing Organizational Culture, Randy Hall 154 2.27 Practice Insurance Needs, Cory Friedman, CBC 158 2.28 Employee Benefits Programs, Cory Friedman, CBC 160 2.29 Not-for-Profit Foundations, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 162 Section 3 Human Resources 165 3.
1 Compensation, Karen E. Felsted, CPA, MS, DVM, CVPM, CVA 166 3.2 Benefits, Karen E. Felsted, CPA, MS, DVM, CVPM, CVA 170 3.3 Wage and Benefit Summaries: The Whole Package, Karen E. Felsted, CPA, MS, DVM, CVPM, CVA 174 3.4 Employee Bonus Criteria, Mark J. McGaunn, CPA/PFS, CFP ® 176 3.
5 Employee-Related Costs, Karen E. Felsted, CPA, MS, DVM, CVPM, CVA 178 3.6 Continuing Education Benefits, Karen E. Felsted, CPA, MS, DVM, CVPM, CVA 180 3.7 Effective Staff Recruitment, Robin Brogdon, MA 182 3.8 Screening Potential Hires, Randy Hall 186 3.9 Staff Orientation (Onboarding and Integration), Ryane E. Englar, DVM, DABVP (Canine and Feline Practice) 190 3.
10 Staff Training, Karyn Gavzer, MBA, CVPM 192 3.11 Structured On-the-Job Training, Joel Gendelman, Ed.D. and Louise S. Dunn 194 3.12 It''s Not Your Job . It''s Your Responsibility, Peter Weinstein, DVM, MBA 196 3.13 Leveraging Staff, Heather Prendergast, RVT, CVPM, SPHR 200 3.
14 Staff Development, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 202 3.15 Engaging Staff, Robin Brogdon, MA 204 3.16 Effective Coaching for the Exam Room, Mary Ann Vande Linde, DVM 206 3.17 Mentoring, Kurt A. Oster, MS SPHR, SHRM-SCP 210 3.18 Staff Scheduling Options, Kurt A. Oster, MS SPHR, SHRM-SCP 212 3.19 Staff Performance Evaluations, Shawn G.
McVey, MA, MSW 216 3.20 Staff Turnover and Retention, Lorraine Monheiser List, CPA, CVA 218 3.21 Employee Manuals, Katherine Dobbs, RVT, CVPM, PHR 222 3.22 Measuring Your Human Resource (HR) Performance, Karen E. Felsted, CPA,MS, DVM, CVPM, CVA 224 3.23 Office Politics, Karyn Gavzer, MBA, CVPM 226 3.24 Conflict Resolution, Karyn Gavzer, MBA, CVPM 228 3.25 Dealing with Difficult Employees, Angela Schneider, CVT, CVPM 230 3.
26 Effective Disciplinary Protocols, Heather Prendergast, RVT, CVPM, SPHR 232 3.27 Personnel Records, Katherine Dobbs, RVT, CVPM, PHR 234 3.28 Terminating Staff, Randy Hall 236 Section 4 Client Relationship Management 239 4.1 The Basics of Client Service, Amanda L. Donnelly, DVM, MBA 240 4.2 Client Service Strategies, Randy Hall 244 4.3 Exceptional Client Service, Robin Brogdon, MA 248 4.4 What Clients Expect from Their Veterinarian, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 250 4.
5 Meeting the Needs of Pet Parents, Robin Brogdon, MA 252 4.6 Client Perception and Learning, Dallas McMillan, BVSc, BSc (Vet) 254 4.7 The Client''s Buying Journey, Robert Sanchez 258 4.8 Pet-Specific Care, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 260 4.9 Lifelong Excellence in Healthcare, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 264 4.10 Personalized Pet Profiles, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 268 4.11 Compliance and Adherence, Karyn Gavzer, MBA, CVPM 272 4.12 Creating a Client-Centered Hospital, Nan Boss, DVM 276 4.
13 Creating a Feline-Friendly Focus and Facility, Jane Brunt, DVM 280 4.14 Developing a Fear Free Hospital, Heather Prendergast, RVT, CVPM, SPHR 284 4.15 Client Appointment Scheduling, Kurt A. Oster, MS, SPHR, SHRM-SCP 288 4.16 Client Reminders Systems, Justin Phillips 290 4.17 Maintaining Regular Client Contact, Robin Brogdon, MA 292 4.18 Telephone Service Management, Karyn Gavzer, MBA, CVPM 294 4.19 Measuring Client Satisfaction, Justin Phillips 296 4.
20 Client Rewards Programs, Diederik Gelderman, BVSc, MVS, MT-NL, TAE Cert IV 300 4.21 Client Retention, Kurt A. Oster, MS, SPHR, SHRM-SCP 302 4.22 High-Touch and High-Tech Customer Service, Nan Boss, DVM 306 4.23 The Extended Hospital Team: Making Referrals Work, Amanda L. Donnelly, DVM, MBA 308 4.24 Telehealth, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 310 Section 5 Communication 313 5.1 Effective Client Communication, James P.
Humphries, DVM, CVJ 314 5.2 Identifying Client Communication Styles, Angela Schneider, CVT, CVPM 316 5.3 Speaking as a Professional, Kathleen A. Bonvicini, MPH, EdD 318 5.4 Making Clear Client Recommendations, Mary Ann Vande Linde, DVM 320 5.5 Translating Medicalese, Kathleen A. Bonvicini, MPH, EdD 324 5.6 Shared Decision-Making, Kathleen A.
Bonvicini, MPH, EdD<.