Front Office Management for the Veterinary Team
Heather Prendergast, BS, AS, RVT, CVPM

 

VSPN Review by Phyllis M. Webster, CVPM Star
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This book is Out of Print.

Front Office Management for the Veterinary Team is a comprehensive guide designed for today's progressive veterinary practice. This book provides a wealth of information in an easy to read format. Each of the 25 chapters have sections that include key learning objectives and terms, veterinary laws and regulations, real life scenarios, a Website link to downloadable forms, a recommended reading list, important practice tips, and self-evaluation questions The inside cover provides the web address to the Evolve Website; a site designed to enhance the readers learning venue with an almost six hundred term glossary, end of chapter quizzes, downloadable forms and interactive case scenarios.

This 473 page resource contains four sections: The Veterinary Practice as a Business, Communication Management, Veterinary Practice Systems, and Clinical Assisting in the Veterinary Practice. The following synopsis is a portion of the management subjects detailed in this manual:

Health Care Team: roles and responsibilities and CE requirements.

Receptionist Team: proper etiquette, telephone skills and client relations.

Leadership styles: empowering employees, accountability, delegation and communication.

Legality: code of ethics, legal issues, malpractice, emergency consent and abandoned animals.

Human resource issues: hiring to firing, employment laws, employee and procedure manuals, and job descriptions.

Psychological Issues: recognizing stress and burnout, different personalities and substance abuse.

Physical Plant Design: practice design, ergonomics, health and safety and creating a safe environment.

Marketing: strategies that pertain to the veterinary practice.

Communication: verbal / written client communication, body language, consent forms and client retention.

Human-animal Bond: grieving clients, understanding the human/animal bond and the euthanasia process.

Electronic Systems: appointment systems, assessing the practice need, productivity, the handling of appointments.

Medical Records: SOAP and PMOR

Drug Inventory: controlled substances, pharmaceutical, scheduled drugs, and various logs.

Finances: Accounts receivable, statements and collections, accounting basics, creating a budget, financial reports and analyzing data, finance charges, product mark-ups, payroll,.

OSHA Regulations: developing a safety manual, reports and logs.

Clinical: veterinary assisting, calculations and conversions, nutrition, pharmacology and common emergencies and disorders drug and fluid calculations.

Professional development: personality assessment, resumes and interviewing.

This book is unique in that it provides the reader with a link to the Evolve Website which in turn provides free resources, self-study guides, fifteen downloadable forms, comprehensive word glossary and case scenarios for practice. Veterinary technicians can test their understanding of each concept while tracking progress.

Initially, I found the website to be daunting, over stimulating and difficult to navigate. After several attempts to find the materials specific for this book, I telephoned for assistance. I quickly discovered that the terms, scenarios and forms were not separated by chapter. For instance, when you click on the terms under each chapter, the same glossary appeared. This book is designed to be used in a classroom or online educational setting. According to the book, instructors will have access to four hundred images and five hundred multiple choice questions with rationales for the correct answers and power point presentations.

Whether you are using this book as a study guide or handy resource in the veterinary practice, this book is a must read for those senior team members exploring management responsibilities, the veterinarian who has taken on the challenge of managing or for the seasoned manager, such as myself. I found this book to be an outstanding resource, one that I will refer to often, as I manage a thriving veterinary practice. The title is a bit of a misnomer in that this book encompasses management for the entire practice not just the front office. Veterinarians will find this a useful resource for those they rely on for day to day management of their clinics.

Publisher: Saunders, Elsevier 2011

473 pages, Soft cover

ISBN 978-1-4377-0446-4


Table of Contents
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Introduction
Alternative Medicine
Anatomy
Anesthesia/Analgesia
Animal Welfare
Aquatic/Fish
Avian
Behavior
Camelids
Canine
Cardiology
Client Education
Cytology / Hematology / Histology
Dental
Dermatology
Dictionary/Reference
Drugs/Pharmacology
Emergency Med
Endocrine
Epidemiology
Equine
Ethics
Exotics
Feline
Food Animals/Livestock
General
Genetics
Geriatrics
Handling & Restraint
Human-Animal Bond
Imaging & Radiology
Immunology
Infectious Diseases
Internal Medicine
Laboratory Medicine
Microbiology
Multimedia
Neurology
Nutrition
Oncology
Ophthalmology
Orthopedics
Parasitology
Pathology
Pediatrics
Physiology
Physiotherapy
Practice Management
 
* Blackwell's Practice Managemt.
 
* Career Choices for Veterinarians, 2nd Ed.
 
A Veterinarian’s Guide to Financial Planning (VSPN)
 
Associate Buy-Ins – Structuring Successful Transitions, 2nd Edition (VSPN)
 
Educating Your Clients from A to Z: What To Say and How to Say It, Second Edition
 
Equine Hospital Manual
 
Exam Room Communication for Veterinarians: The Science and Art of Conversing With Clients
 
Handbook of Veterinary Communication Skills
 
Job Descriptions and Training Schedules for the Veterinary Team (VSPN)
 
Pain Management in Veterinary Practice (VSPN)
 
Patient Assessment (VSPN Review)
 
Vet. Practice Managemt. 3rd Ed.
 
Veterinary Euthanasia Techniques; A Practical Guide, 1st Ed (VSPN Review)
 
Veterinary Office Practices (VSPN Review)
 
Veterinary Safety Manual (VSPN Review)
 
* Essential Law Landowner 4th Ed.
 
You are here* Front Office Management for the Veterinary Team (VSPN Review)
 
* Vet. Med. & Practice in Future
 
* Veterinary Support Team
 
*Building Practice Vol. 2
 
*Design the Dream
 
*Veterinary Med. Team
Primates
Rabbits, Rodents & Ferrets
Reproduction
Reptile/Amphibian
Research
Respiratory
Ruminants
Sheep/Goats
Shelter Medicine
Surgery
Swine
Technicians
Toxicology
Urology/Renal
Veterinary Education
Wildlife-Zoo Animals
Zoonoses

Date Published: April 26, 2011

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