Review by Kathy Lyon (Click on stars for an explanation)

This book has an interesting approach to the topic - with a great deal of input from members of the staff as well as instruction from the author. The book is from England, so many small topics (such as local regulatory agencies) do not apply, but with some work, local USA counterparts may be substituted. After each topic, opinions are offered by "staff members" from three clinics. These ideas are often helpful and will arm the reader (staff member) with useful information.

The book is a small, soft cover volume that should be kept in the employee break room or in some location where it can easily be picked up and perused. There are some excellent choices suggested for a number of situations. We all know that being "rehearsed" helps in the event of a real situation developing in the clinic. There is only one point with which I disagree, and that is the telephone greeting. This book suggests that the receptionist answer with: "Hello, this is the Main Street Veterinary Clinic, Rosemary speaking, how may I help you?" That's much too long. The current recommendation is to keep the greeting to under three seconds. Let the callers know they have reached the right place and let them talk. More like: "Main Street Veterinary."

Topics discussed include neatness, attitude, knowledge, friendliness, and staff cooperation. Information is provided for the clinician as well, such as the importance of a complete job description for employees, record keeping, management, and staff support.

Threshold Press (2000).

136 pages, soft-cover, pen & ink illustrations.

ISBN: 978-1-903152-06-5.

Reviewed 10/8/2001.