The Vet Clinic

Typical Timeline

• day practice

• head tech

• possible office manager

• emergency work

• specialty/teaching

• 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

• Reception

• clean, well organized, inviting, SMELL, comfortable

• distance between pts, cats?, kids, refreshments

• barking dogs, fighting, scared animals, bereavement

• Exam Room

• comfortable but CLEAN, very organized

• the exam must go smoothly, well oiled machine

• different rooms for different pts

• 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”

cleaning

The Veterinary Technician

tasks of a Vet Tech• Appointments

• stock rooms

• load a room?

• pt hx

• tprw

• collect samples

• +/- vax

• 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

• drop-offs - CHECK THE RECORD

• lab work

• hospitalized patients

• emergencies

• house calls

• boarding

• other?

the healthcare team

• support staff

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

• RVT - registered veterinary technician

• CVT - certified veterinary technician

• LVT - licensed veterinary technician

• DVM - doctor of veterinary medicine

• CVA - certified veterinary assistant

• OJT - ?

• 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

• hiring, firing, supervising

• inventory

• client management (financial, troubleshooting)

• staff scheduling

• clinic scheduling

• accreditation, certification, compliance, inspections, QC, CE, vendors

• training, staff meetings

• COMMUNICATION

• kennel attendants

• attend to the kennel

• trained to follow protocols, alert a higher up with any abnormality

• cleaning

• possibly cross-trained (usually restraint)

• 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

• LVT

• tech v assistant

• requirements

• CVA program through TVMA

• 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)

• 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

• 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

• Job Descriptions

• the minimum

• the maximum

• evals

• interviews

• Hiring

• who weighs in?

• yet another review - interviewers are looking for

• suitability for the job description

• personality

• professionalism

• knowledge

• experience

• appearances/impression

• 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

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

• 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

• 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?

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

• 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

• 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”

• 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!

• 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

• Appointments vs Walk-Ins

• Appointments vs Emergency Care

• Appointements vs Surgery

• Appointments vs Drop-Offs

• Appointments vs Staff Schedule

• 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?

• miscellaneous terms

• in-house meds

• donor animal

• petty cash

• employee discount

• accounts receivable

• price shopping

• fair fees