Blackwell′s Five–Minute Veterinary Practice Management Consult

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DESCRIPTION

Provides a quick veterinary reference to all things practice management related, with fast access to pertinent details on human resources, financial management, communications, facilities, and more?

Blackwell's Five-Minute Veterinary Practice Management Consult, Third Edition?provides quick access to practical information for managing a veterinary practice. It offers 320 easily referenced topics that present essential details for all things practice management?from managing clients and finances to information technology, legal issues, and planning.?

This fully updated?Third Edition?adds 26 new topics, with a further 78 topics significantly updated or expanded. It gives readers a look at the current state of the veterinary field, and teaches how to work in teams, communicate with staff and clients, manage money, market a practice, and more. It also provides professional insight into handling human resources in a veterinary practice, conducting staff performance evaluations, facility design and construction, and managing debt, among other topics.?

KEY FEATURES:?

????????? Presents essential information on veterinary practice management in an easy-to-use format

????????? Offers a practical support tool for the business aspects of veterinary medicine

????????? Includes 26 brand-new topics and 78 significantly updated topics

????????? Provides models of veterinary practice, challenges to the profession, trends in companion practices, and more

????????? Features contributions from experts in veterinary practice, human resources, law, marketing, and more

????????? Supplies sample forms and other resources digitally on a companion website

Blackwell's Five-Minute Veterinary Practice Management Consult?offers a trusted, user-friendly resource for all aspects of business management, carefully tailored for the veterinary practice. It is a vital resource for any veterinarian or staff member involved in practice management.

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TABLE OF CONTENTS

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?328

5. 7 Posing Client Questions Effectively: Open-Ended Inquiry,?Mary Ann Vande Linde, DVM?330

5. 8 Reflective Listening,?Kathleen A. Bonvicini, MPH, EdD?334

5. 9 Nonverbal Communication,?Kathleen A. Bonvicini, MPH, EdD?338

5. 10 Empathy,?Diederik Gelderman, BVSc, MVS, MT-NLP, TAE Cert IV?340

5. 11 Harnessing the Power of Negativity,?Bernadine Cruz, DVM, CVJ?342

5. 12 Discussing Pet-Specific Care,?Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS?344

5. 13 Discussing Finances,?Lorraine Monheiser List, CPA, CVA?348

5. 14 Discussing Behavior,?Gary Landsberg, DVM, MRCVS, DACVB, DECAWBM and Jacqui Ley, BVSc (Hons),?PhD, DECAWBM, FANZCVS (Veterinary Behaviour)?350

5. 15 Discussing Diet and Nutrition,?Sean J. Delaney, DVM, MS, DACVN?354

5. 16 Discussing Oral Health,?Heidi B. Lobprise, DVM, DAVDC?356

5. 17 Discussing Pain Management,?Andrea Looney, DVM, DACVA, DACVSMR?358

5. 18 Discussing Anesthetic Risk,?Ryane E. Englar, DVM, DABVP (Canine and Feline Practice)?362

5. 19 Giving and Receiving Feedback,?Diederik Gelderman, BVSc, MVS, MT-NLP, TAE Cert IV?366

5. 20 Delivering Bad News,?Kathleen A. Bonvicini, MPH, EdD?368

5. 21 Dealing with an Angry Client,?Ryane E. Englar, DVM, DABVP (Canine and Feline Practice)?372

5. 22 Discussing Quality of Life and End of Life Issues,?Shea Cox, DVM, CVPP, CHPV, CPLP?374

5. 23 Dealing with a Grieving Client,?Katherine Dobbs, RVT, CVPM, PHR?376

5. 24 Dealing with a Crisis,?Linda Wasche, MBA, MA?378

Section 6 Marketing Management 381

6. 1 The Big Picture: Marketing, Advertising, Promotion, and Public Relations,?Rebecca Hart, APR?382

6. 2 Giving Clients What They Want Most,?Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS?384

6. 3 Better Meeting the Needs of Existing Clients (Internal Marketing),?Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS?388

6. 4 Attracting New Clients (External Marketing),?Robin Brogdon, MA?392

6. 5 Defining Marketplace Opportunities,?Linda Wasche, MBA, MA?394

6. 6 Marketing Plan,?Amanda L. Donnelly, DVM, MBA?396

6. 7 Basic Tools of Marketing,?Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS?398

6. 8 Demographic Assessment,?David F. McCormick, MS, CVA?400

6. 9 Client and Patient Segmentation,?Linda Wasche, MBA, MA?402

6. 10 Target Marketing and Targeted Client Outreach,?Linda Wasche, MBA, MA?406

6. 11 Push versus Pull Marketing,?Linda Wasche, MBA, MA?408

6. 12 Practice Positioning,?Linda Wasche, MBA, MA?410

6. 13 Branding,?Dallas McMillan, BVSc, BSc (Vet)?412

6. 14 Emotional Branding,?Katie Addlestone, BA, MA, CIM?414

6. 15 Practice Differentiation,?Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS?416

6. 16 Internal Team Marketing,?Heather Prendergast, RVT, CVPM, SPHR?418

6. 17 Professional Promotion and Publicity,?James P. Humphries, DVM, CVJ?420

6. 18 Client Education Tools,?Katie Addlestone, BA, MA, CIM.?422

6. 19 Paid Advertising,?Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS?426

6. 20 Personalized Marketing,?Justin Phillips?428

6. 21 Client Focus Groups,?Justin Phillips?430

6. 22 Outbound Telephone Calls,?Karyn Gavzer, MBA, CVPM?434

6. 23 Measuring Marketing Performance,?Rebecca Hart, APR?436

6. 24 Dealing with the Media,?James P. Humphries, DVM, CVJ?438

Section 7 Financial Management 441

7. 1 Time Value of Money,?Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS?442

7. 2 Financial Statements,?Lorraine Monheiser List, CPA, CVA?444

7. 3 Measures of Liquidity, Solvency, and Profitability,?Marsha L. Heinke, DVM, EA, CPA, CVPM?448

7. 4 Getting the Most Out of Your Accounting Professional,?Mark J. McGaunn, CPA/PFS, CFP^??454

7. 5 Analyzing Client Transactions,?Karen E. Felsted, CPA, MS, DVM, CVPM, CVA?456

7. 6 Benchmarking,?Kurt A. Oster, MS, SPHR, SHRM-SCP?458

7. 7 Data You Should Be Reviewing Regularly,?Karen E. Felsted, CPA, MS, DVM, CVPM, CVA?460

7. 8 Key Performance Indicators,?Leslie A. Mamalis, MBA, MSIT, CVA?462

7. 9 Making Valid Comparisons Between Practices and Services,?Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS?466

7. 10 Compensating Owners in Multi-Owner Practices,?Leslie A. Mamalis, MBA, MSIT, CVA?468

7. 11 Understanding Practice Profitability,?Karen E. Felsted, CPA, MS, DVM, CVPM, CVA?470

7. 12 Pricing Strategies,?Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS?474

7. 13 Breakeven Analysis,?Karen E. Felsted, CPA, MS, DVM, CVPM, CVA?478

7. 14 Activity-Based Costing and Cost Allocation,?Elizabeth Bellavance, DVM, MBA, CEPA?480

7. 15 Internal Accounting Controls,?Mark J. McGaunn, CPA/PFS, CFP^??484

7. 16 Return on Investment from Practice Ownership,?Karen E. Felsted, CPA, MS, DVM, CVPM, CVA?486

7. 17 Perquisites (Perks) of Practice Ownership,?Elise M. Lacher, CPA?488

7. 18 Forgotten Costs of Doing Business in a Veterinary Hospital,?Karen E. Felsted, CPA, MS, DVM, CVPM, CVA?490

7. 19 Capitalization and Depreciation,?Mark J. McGaunn, CPA/PFS, CFP^??492

7. 20 Accounting Closing Processes,?Mark J. McGaunn, CPA/PFS, CFP^??494

7. 21 Tax Planning,?Mark J. McGaunn, CPA/PFS, CFP^??496

7. 22 Employee Stock Ownership Plan (ESOP),?Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS?500

7. 23 Buying a Practice,?David F. McCormick, MS, CVA?502

7. 24 Buying into a Practice as a Partner,?David F. McCormick, MS, CVA?506

7. 25 Practice Sales: Planning, Structure, and Methods to Minimize Taxes,?Gary L. Ackerman, DVM?508

7. 26 Planning for the Sale of a Practice,?David F. McCormick, MS, CVA and Larry F. McCormick,?DVM, MBA, CBA?512

7. 27 Selling to a Corporate Entity,?Karl Salzsieder, DVM, JD, CVA?516

Section 8 Cash Management 519

8. 1 Revenue Streams in Veterinary Practice,?Karen E. Felsted, CPA, MS, DVM, CVPM, CVA?520

8. 2 Revenue Budgets and Forecasts,?Kurt A. Oster, MS, SPHR, SHRM-SCP?524

8. 3 Increasing the Top Line in Practice,?Elizabeth Bellavance, DVM, MBA, CEPA?526

8. 4 Expenses in Veterinary Practice,?Karen E. Felsted, CPA,MS, DVM, CVPM, CVA?528

8. 5 Managing General and Administrative Expenses,?Marsha L. Heinke, DVM, EA, CPA, CVPM?530

8. 6 Improving the Bottom Line (Profit) in Practice,?Jon C. Dittrich, BSIM, MBA?534

8. 7 Payroll Management,?Kurt A. Oster, MS, SPHR, SHRM-SCP?536

8. 8 Ordering Inventory Economically,?Angela Schneider, CVT, CVPM and Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS?538

8. 9 Accounts Receivable Issues,?Elise M. Lacher, CPA?540

8. 10 Getting Paid for Services Rendered,?Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS?542

8. 11 Pet Health Insurance,?Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS?544

8. 12 Payment (Wellness) Plans,?Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS?548

8. 13 Third-Party Financing,?Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS?550

8. 14 Digital Wallets,?Peter Alberti, BSBA?552

8. 15 Cryptocurrencies,?Justin Phillips?554

8. 16 Credit and Collections,?Amanda L. Donnelly, DVM, MBA?556

8. 17 Discounting,?Jon C. Dittrich, BSIM, MBA?558

8. 18 Practice Reinvestment,?James E. Guenther, DVM, MBA, MHA, CVPM, CEPA, CM&AA?560

8. 19 Borrowing Money,?Marsha L. Heinke, DVM, EA, CPA, CVPM?564

8. 20 Buying versus Leasing,?Elise M. Lacher, CPA?568

8. 21 Controlling Cash Flow: Budgeting,?Mark J. McGaunn, CPA/PFS, CFP^??570

8. 22 The Electronic Funds Transfer Payment Process,?Mark J. McGaunn, CPA/PFS, CFP^??574

8. 23 Value-Added Tax and Goods and Services Tax,?Peter Alberti, BSBA?576

8. 24 Cash Control: Preventing Embezzlement,?Elise M. Lacher, CPA?578

Section 9 Operations Management 581

9. 1 Medical Records and Patient Documentation,?Karl Salzsieder, DVM, JD, CVA?582

9. 2 Patient and Procedure Logs,?Kurt A. Oster, MS, SPHR, SHRM-SCP?584

9. 3 Standards of Care and Care Pathways,?Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS?586

9. 4 Continuity of Care,?Kurt A. Oster, MS, SPHR, SHRM-SCP?594

9. 5 Profit Centers,?Lorraine Monheiser List, CPA, CVA?596

9. 6 Value-Added Analysis,?Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS?600

9. 7 Continuous Quality Improvement,?Elizabeth Bellavance, DVM, MBA, CEPA?602

9. 8 Digital Imaging Systems in Practice,?Ryan King, DVM, DACVR?604

9. 9 Laboratory Considerations,?Kara M. Burns, MS, MEd, LVT, VTS (Nutrition)?606

9. 10 Medical Equipment and Fixtures,?James E. Guenther, DVM, MBA, MHA, CVPM, CEPA, CM&AA?608

9. 11 Effective Inventory Management,?Angela Schneider, CVT, CVPM?610

9. 12 Inventory Management: Nutritional Products,?Sean J. Delaney, DVM, MS, DACVN?614

9. 13 Medication Dispensing, Compounding, and Prescribing Practices,?Angela Schneider, CVT, CVPM?616

9. 14 Medication Dispensing, Compounding, and Prescribing: Legal Considerations,?Adam P. Karp, MS, JD?620

9. 15 Pharmacy Management as a Profit Center,?Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS?622

9. 16 Retail Sales: The Art and the Science,?Angela Schneider, CVT, CVPM?624

9. 17 Veterinary Feed Directives,?Lance M. Roasa, DVM, MS, JD?626

9. 18 Adding Emergency Services,?Brian Cassell, DVM?628

9. 19 Integration of Hospice and Palliative Care into Practice,?Shea Cox, DVM, CVPP, CHPV, CPLP?632

9. 20 Kennel Management as a Profit Center,?Mark J. McGaunn, CPA/PFS, CFP^??636

9. 21 Waste Management,?Heather E. Lewis, AIA, NCARB?638

Section 10 Information Technology 641

10. 1 Information Technology in Veterinary Medicine,?Robert Sanchez?642

10. 2 Selecting Computer Hardware,?Eric D. Garcia?644

10. 3 Selecting Computer Software,?Kurt A. Oster, MS, SPHR, SHRM-SCP?646

10. 4 Selecting Financial/Accounting Software,?Leslie A. Mamalis, MBA, MSIT, CVA?650

10. 5 Cloud-Based Solutions,?Eric D. Garcia?652

10. 6 Keeping Technology in Perspective,?Robert Sanchez?654

10. 7 Information Security: Backing Up and Archiving Your System,?Eric D. Garcia?656

10. 8 Cybersecurity and Network Security,?Eric D. Garcia?658

10. 9 Blockchain,?Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS?660

10. 10 Paperless Practice,?Debbie Boone, BS, CVPM?662

10. 11 Electronic Communication: E-mail and Texting,?Eric D. Garcia?664

10. 12 Digital Marketing Strategies,?Eric D. Garcia?668

10. 13 Websites,?Kelly Baltzell, MA?672

10. 14 Search Engine Optimization,?Kelly Baltzell, MA?674

10. 15 Paid Online Advertising,?Kelly Baltzell, MA?676

10. 16 Social Media,?Eric D. Garcia?678

10. 17 Mobile Applications,?Eric D. Garcia?682

10. 18 Patient Portals,?Eric D. Garcia?684

10. 19 Protecting and Defending Your Online Reputation,?Eric D. Garcia?686

10. 20 Measuring Performance of Digital Media Campaigns,?Eric D. Garcia?688

10. 21 Technology: Redefining the Client Visit,?Eric D. Garcia?690

10. 22 Online Retail: Making it Work,?Eric D. Garcia?696

10. 23 Virtual Team Training,?Joel Gendelman, Ed.D and Louise S. Dunn?698

10. 24 Internet Use Policy,?David D. Barbee, DVM, MS, DACVR?702

10. 25 Digital Communication Policies for Staff,?Eric D. Garcia?704

Section 11 Facility Management, Design and Construction 707

11. 1 Contemplating Practice Ownership: Getting Started,?Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS?708

11. 2 Building, Buying, or Leasing??Bryan M. King, AIA, NCARB?710

11. 3 Asset Ownership,?Elise M. Lacher, CPA?712

11. 4 Financing Basics,?Elise M. Lacher, CPA?714

11. 5 Selecting a Site,?Tony L. Cochrane, AIA?716

11. 6 How Large Should a Clinic Be??Tony L. Cochrane, AIA?718

11. 7 The Construction Process and Working with Architects,?Bryan M. King, AIA, NCARB?720

11. 8 Zoning and Permitting,?Tony L. Cochrane, AIA?722

11. 9 Managing Construction Costs,?Bryan M. King, AIA, NCARB?724

11. 10 Practice Renovations,?Vicki J. Pollard, AIA, NCARB, CVT?728

11. 11 Leasehold Improvements,?Tony L. Cochrane, AIA?730

11. 12 Designing with the Patient in Mind,?Heather E. Lewis, AIA, NCARB?732

11. 13 Client/Patient Flow,?Tony L. Cochrane, AIA?734

11. 14 Integrating Technology,?Bryan M. King, AIA, NCARB?738

11. 15 Noise and Odor Control,?Heather E. Lewis, AIA, NCARB?742

11. 16 Heating, Ventilation, and Air Conditioning,?Heather E. Lewis, AIA, NCARB?746

11. 17 Flooring,?Bryan M. King, AIA, NCARB?748

11. 18 Sustainable Design for Veterinary Practices,?Heather E. Lewis, AIA, NCARB?752

11. 19 Referral and Emergency Facilities,?Vicki J. Pollard, AIA, NCARB, CVT?754

11. 20 Pet Boarding and Luxury Accommodations,?Vicki J. Pollard, AIA, NCARB, CVT?758

11. 21 Large Animal Facilities,?Heather E. Lewis, AIA, NCARB?760

Section 12 Practice Safety 763

12. 1 Basics of Meeting Practice Safety Requirements,?Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS?764

12. 2 Practice Safety Needs,?Philip J. Seibert, Jr., CVT?768

12. 3 Client Safety,?Betsy Choder, BS, MS, JD?770

12. 4 Animal-Related Injuries at the Workplace,?Betsy Choder, BS, MS, JD?772

12. 5 Security Issues for Hospital and Staff,?Bryan M. King, AIA, NCARB?776

12. 6 Developing and Implementing a Safety Plan,?Philip J. Seibert, Jr., CVT?778

12. 7 Hospital Safety Manual,?Philip J. Seibert, Jr., CVT?780

12. 8 Radiation Safety,?Ryan King, DVM, DACVR?782

12. 9 Work-Related Accidents and Workers? Compensation,?Betsy Choder, BS, MS, JD?784

12. 10 Emergency Preparedness,?Cheryl L. Eia, JD, DVM, MPH?786

12. 11 Emergency Plans,?Philip J. Seibert, Jr., CVT?792

12. 12 Controlled Substances,?Karl Salzsieder, DVM, JD, CVA?796

12. 13 Adverse Drug Event Reporting and Pharmacovigilance,?Sharon L. Campbell, DVM, MS, DACVIM?800

12. 14 Suicide in the Veterinary Profession,?Brandon Hess, CVPM, CCFP?804

Section 13 Legal Issues 807

13. 1 Veterinary Practice Legal Needs and Dealing with Attorneys,?Karl Salzsieder, DVM, JD, CVA and John F. Scott, DVM, JD?808

13. 2 Informed Consent,?John F. Scott, DVM, JD?810

13. 3 Malpractice,?John F. Scott, DVM, JD?812

13. 4 Unprofessional Conduct,?Karl Salzsieder, DVM, JD, CVA?814

13. 5 Privacy Policy and Confidentiality,?Lance M. Roasa DVM, MS, JD?816

13. 6 Identity Theft Prevention Programs,?Betsy Choder, BS, MS, JD?818

13. 7 Employment Contracts,?Karl Salzsieder, DVM, JD, CVA?822

13. 8 Partnership Agreements,?Stephen W. Cavanaugh, JD?824

13. 9 Buy/Sell Agreements,?Karl Salzsieder, DVM, JD, CVA?826

13. 10 Employees versus Independent Contractors,?Lance M. Roasa DVM, MS, JD?828

13. 11 Noncompetition,?Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS?830

13. 12 Legal Duty to Refer,?Betsy Choder, BS, MS, JD?832

13. 13 Extralabel Drug Use,?Sharon L. Campbell, DVM, MS, DACVIM?834

13. 14 Disability Law,?Karl Salzsieder, DVM, JD, CVA?836

13. 15 Workplace Harassment,?Heather Prendergast, RVT, CVPM, SPHR?838

13. 16 Fair Labor Standards Act,?Heather Prendergast, RVT, CVPM, SPHR?840

13. 17 Employment Legalities: Bias,?Betsy Choder, BS, MS, JD?844

13. 18 Accommodating Employees with Disabilities,?Betsy Choder, BS, MS, JD?846

13. 19 Ownership versus Guardianship,?Lance M. Roasa DVM, MS, JD?848

13. 20 Pet Trusts and Wills,?Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS?852

13. 21 Animal Abandonment,?Adam P. Karp, MS, JD?854

13. 22 Animal Cruelty,?Adam P. Karp, MS, JD?856

Section 14 Planning and Decision Making 859

14. 1 Career Planning,?Stacy Pursell, CPC/CERS?860

14. 2 Professional Development Plans,?Stacy Pursell, CPC/CERS?862

14. 3 R?sum? and Cover Letter,?Stacy Pursell, CPC/CERS?864

14. 4 Curriculum Vitae,?Stacy Pursell, CPC/CERS?868

14. 5 Strategic Planning and Implementation,?Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS?870

14. 6 Identifying and Solving Practice Problems,?James E. Guenther, DVM, MBA, MHA,?CVPM, CEPA, CM&AA?874

14. 7 Time Management,?Heather Prendergast, RVT, CVPM, SPHR?878

14. 8 Keeping up with the Pace of Change,?Robin Brogdon, MA?880

14. 9 Mission and Vision Statements,?Jon C. Dittrich, BSIM, MBA?882

14. 10 Business Plans,?Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS?884

14. 11 Business Entity Structures,?Mark J. McGaunn, CPA/PFS, CFP^??886

14. 12 Fractional Practice Ownership,?Leslie A. Mamalis, MBA, MSIT, CVA?890

14. 13 Determining a Practice?s Worth,?Elizabeth Bellavance, DVM, MBA, CEPA and Leslie A. Mamalis, MBA, MSIT, CVA?892

14. 14 The Valuation Process,?Leslie A. Mamalis, MBA, MSIT, CVA?896

14. 15 Practice Value Rules of Thumb,?Leslie A. Mamalis, MBA, MSIT, CVA?900

14. 16 From Associate to Owner: Beyond the Money,?Peter Weinstein, DVM, MBA?902

14. 17 Managers as Practice Owners,?Leslie A. Mamalis, MBA, MSIT, CVA?904

14. 18 Risk Management Issues,?Mark J. McGaunn, CPA/PFS, CFP^??906

14. 19 Debt Management,?Elise M. Lacher, CPA?908

14. 20 Business Contingency Planning,?Cheryl L. Eia, JD, DVM, MPH?910

14. 21 Succession Planning,?David F. McCormick, MS, CVA and Larry F. McCormick, DVM, MBA, CBA?914

14. 22 Gifting Practice Ownership,?Mark J. McGaunn, CPA/PFS, CFP^??918

14. 23 Retirement Planning,?Mark J. McGaunn, CPA/PFS, CFP^??920

14. 24 Your Next Career (Reinventing Yourself),?Louise S. Dunn?922

Section 15 Appendices 927

15. 1 Finding More Information on Practice Management Topics,?Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS?928

15. 2 Sample Cover Letter and?R?sum?,?Stacy Pursell, CPC/CERS?930

15. 3 Sample Curriculum Vitae,?Stacy Pursell, CPC/CERS?933

15. 4 Sample Business Plan,?Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS?935

15. 5 Sample Marketing Plan,?Amanda L. Donnelly, DVM, MBA?939

Abbreviations 940

Glossary 943

Index 977

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