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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

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Presentation Transcript
typical timeline
Typical Timeline
  • day practice
  • head tech
  • possible office manager
  • emergency work
  • specialty/teaching
slide3
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
slide4
Reception
    • clean, well organized, inviting, SMELL, comfortable
    • distance between pts, cats?, kids, refreshments
    • barking dogs, fighting, scared animals, bereavement
slide5
Exam Room
    • comfortable but CLEAN, very organized
    • the exam must go smoothly, well oiled machine
    • different rooms for different pts
slide6
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”
tasks of a vet tech
tasks of a Vet Tech
  • Appointments
  • stock rooms
  • load a room?
  • pt hx
  • tprw
  • collect samples
  • +/- vax
slide10
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
slide11
drop-offs - CHECK THE RECORD
  • lab work
  • hospitalized patients
  • emergencies
  • house calls
  • boarding
  • other?
slide13
support staff
    • gained popularity in the last years. it is more efficient for a doctor to only diagnose, prescribe, and perform surgery
slide14
RVT - registered veterinary technician
  • CVT - certified veterinary technician
  • LVT - licensed veterinary technician
  • DVM - doctor of veterinary medicine
  • CVA - certified veterinary assistant
  • OJT - ?
slide15
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
slide16
hiring, firing, supervising
  • inventory
  • client management (financial, troubleshooting)
  • staff scheduling
  • clinic scheduling
  • accreditation, certification, compliance, inspections, QC, CE, vendors
  • training, staff meetings
  • COMMUNICATION
slide17
kennel attendants
    • attend to the kennel
    • trained to follow protocols, alert a higher up with any abnormality
    • cleaning
    • possibly cross-trained (usually restraint)
slide18
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
slide19
LVT
  • tech v assistant
  • requirements
  • CVA program through TVMA
slide20
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)
slide21
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
slide22
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
slide23
Job Descriptions
      • the minimum
      • the maximum
      • evals
      • interviews
slide24
Hiring
    • who weighs in?
    • yet another review - interviewers are looking for
          • suitability for the job description
          • personality
          • professionalism
          • knowledge
          • experience
          • appearances/impression
slide25
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
slide27
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
slide28
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?
slide30
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
slide31
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”
slide32
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!
slide33
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
slide34
Appointments vs Walk-Ins
  • Appointments vs Emergency Care
  • Appointements vs Surgery
  • Appointments vs Drop-Offs
  • Appointments vs Staff Schedule
slide35
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?
slide36
miscellaneous terms
      • in-house meds
      • donor animal
      • petty cash
      • employee discount
      • accounts receivable
      • price shopping
      • fair fees
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