• New to this edition

    • Updated content highlights important technological and professional updates to the field impacting medical record management.
    • New chapters covering telehealth and practice integrative management software are included.
    • Current coverage includes a revised Leadership, Professional Development and Human Resources chapter and expanded content in Strategic Planning and Marketing chapters.


    Key Features

    • Comprehensive coverage of practice management skills includes leadership, financial management, and strategic planning, as well as telephone skills, appointment scheduling, admitting and discharging patients, and communicating with clients.
    • Coverage of clinical assisting ranges from examinations and history-taking for patients, to kennels and boarding procedures.
    • Veterinary Ethics and Legal Issues chapter helps you learn to protect the practice and run a practice based on ethical principles and veterinary laws.
    • End-of-chapter review questions reinforce key concepts and measure mastery of the content.
    • End-of-chapter Practice Managers Survival Checklist allows you to review the most essential information.
    • Versatile text can be used by practice managers to study for the CVPM exam.

    • Cover image

    • Title page

    • Table of Contents

    • Evolve Student Resources

    • Copyright

    • Dedication

    • Preface

    • Features in this Textbook

    • Evolve Resources

    • Acknowledgments

    • Section I: Veterinary Practice Team and Development

    • 1. The Heart of Veterinary Medicine

    • Outline

    • Key Terms

    • INTRODUCTION

    • TRADITIONAL VETERINARY PRACTICES

    • PRACTICES OF THE YEARS 2000–2019

    • PRACTICES OF THE YEARS 2020–2022

    • PRACTICES OF 2023 AND BEYOND

    • PREPARING FOR THE FUTURE

    • SOLUTIONS THAT MUST BE IMPLEMENTED

    • THE IDEAL PRACTICE

    • SUMMARY

    • Practice Manager Survival Check List

    • References

    • 2. The Leadership Team

    • Outline

    • KEY TERMS

    • INTRODUCTION

    • UNDERSTANDING LEADERSHIP

    • SITUATIONAL LEADERSHIP

    • VALUES, MISSION, AND VISION

    • CULTURE

    • WHAT DO TEAM MEMBERS NEED?

    • BECOMING AN EFFECTIVE LEADER

    • COMMUNICATION

    • TEAM MEMBER FEEDBACK

    • CONFLICT MANAGEMENT

    • CHANGE MANAGEMENT

    • Practice Manager Survival Check List for the Leadership Team

    • CHAPTER REVIEW QUESTIONS

    • REFERENCES

    • RECOMMENDED READING

    • 3. The Veterinary Team and Front Office Procedures

    • Outline

    • KEY TERMS

    • INTRODUCTION

    • TEAM MEMBER RESPONSIBILITIES BY ROLE

    • Veterinary Technician Specialties

    • RESPONSIBILITIES OF ALL ROLES

    • FRONT OFFICE PROCEDURES

    • FORMS COMMONLY USED IN VETERINARY PRACTICE

    • CREATING THE EXCEPTIONAL FINALE IN THE FRICTIONLESS CLIENT EXPERIENCE AS A TEAM EVENT

    • LEADERSHIP ROLE IN THE VETERINARY TEAM

    • Practice Manager Survival Checklist for Supporting the Veterinary Team

    • REVIEW QUESTIONS

    • RECOMMENDED READING

    • 4. Human Resources in the Veterinary Practice

    • OUTLINE

    • KEY TERMS

    • INTRODUCTION

    • ORGANIZATIONAL BEHAVIOR

    • LAWS THAT REQUIRE FAMILIARITY

    • PERSONNEL FILES

    • EMPLOYEE MANUAL

    • JOB DESCRIPTIONS AND DUTIES

    • DEVELOPING TRAINING PROTOCOLS

    • EMPLOYEE PROCEDURE MANUAL/STANDARD OPERATING PROTOCOLS (SOPS) AND STANDARDS OF CARE (SOC)

    • WAGE DEVELOPMENT AND MANAGEMENT

    • BUILDING THE PERFECT TEAM

    • THE FIRST DAY FOR A NEW HIRE

    • TEAM MEMBER RETENTION

    • THEFT AND EMBEZZLEMENT

    • TERMINATION

    • LEADERSHIP ROLES IN HUMAN RESOURCES

    • PRACTICE MANAGER SURVIVAL CHECKLIST FOR HUMAN RESOURCES

    • REVIEW QUESTIONS

    • RECOMMENDED READING

    • 5. Veterinary Ethics and Legal Issues

    • OUTLINE

    • KEY TERMS

    • INTRODUCTION

    • CODE OF ETHICS

    • REGULATORY AGENCIES

    • EMPLOYMENT LAW

    • LEGAL ISSUES

    • IMPENDING LAWS

    • MEDICAL RECORDS

    • THE MOST COMMON COMPLAINTS TO THE BOARD OF VETERINARY MEDICINE

    • LEADERSHIP’S ROLE IN VETERINARY ETHICS AND LEGAL ISSUES

    • PRACTICE MANAGERS SURVIVAL CHECKLIST FOR VETERINARY ETHICS AND LEGAL ISSUES

    • REVIEW QUESTIONS

    • RECOMMENDED READING

    • 6. Professional Development

    • Outline

    • KEY TERMS

    • INTRODUCTION

    • MENTORING PROGRAMS

    • SELF-MARKETING

    • DEVELOPING A PROFESSIONAL RESUME

    • PREPARING FOR AN INTERVIEW

    • RECEIVING EMPLOYMENT OFFERS

    • RETIREMENT

    • EMPLOYMENT OPPORTUNITIES BY ROLE

    • EMOTIONAL WELL-BEING

    • COMPASSION FATIGUE AND BURNOUT

    • LEADERSHIP’S ROLE IN PROFESSIONAL DEVELOPMENT

    • PRACTICE MANAGER SURVIVAL CHECKLIST FOR PROFESSIONAL DEVELOPMENT

    • REVIEW QUESTIONS

    • REFERENCES

    • RECOMMENDED READING

    • 7. Telemedicine

    • Outline

    • KEY TERMS

    • INTRODUCTION

    • DEFINITIONS

    • VETERINARY TELEHEALTH CONSIDERATIONS AND APPLICATIONS

    • WHERE TO START

    • TEAM TRAINING

    • THE CLIENT EXPERIENCE

    • KEY PERFORMANCE INDICATORS TO MONITOR

    • BEFORE THE LAUNCH

    • SUMMARY

    • REVIEW QUESTIONS

    • REFERENCES

    • 8. Practice Integrated Management Software

    • Outline

    • KEY TERMS

    • INTRODUCTION

    • PIMS: THE INTEGRATION SOFTWARE

    • SETTING UP AN EFFECTIVE PIMS

    • THIRD-PARTY INTEGRATIONS

    • CHOOSING THE IDEAL PIMS

    • IMPLEMENTATION OF NEW OR UPGRADED PIMS

    • LEADERSHIP’S ROLE IN PIMS

    • PRACTICE MANAGER’S SURVIVAL CHECKLIST FOR PIMS

    • REVIEW QUESTIONS

    • REFERENCES

    • 9. Medical Records Management

    • OUTLINE

    • KEY TERMS

    • INTRODUCTION

    • COMPONENTS OF A MEDICAL RECORD

    • COMMON ABBREVIATIONS

    • MEDICAL RECORDS RELEASE FORM

    • MOST COMMON MEDICAL RECORD VIOLATIONS

    • HERD HEALTH RECORDS

    • PURGING MEDICAL RECORDS

    • ELECTRONIC MEDICAL RECORDS

    • LEADERSHIP’S ROLE IN MEDICAL RECORDS

    • PRACTICE MANAGER’S SURVIVAL CHECKLIST FOR MEDICAL RECORDS

    • REVIEW QUESTIONS

    • REFERENCES

    • RECOMMENDED READING

    • Section II: Veterinary Operations

    • 10. Appointment Management

    • OUTLINE

    • KEY TERMS

    • INTRODUCTION

    • BALANCING APPOINTMENTS, WALK-INS, AND URGENT CARE

    • ACCOMMODATING PATIENT DROP-OFFS

    • THE IMPORTANCE OF MANAGING WAIT TIMES

    • SCHEDULING FOR A FRICTIONLESS CLIENT EXPERIENCE

    • SPECIAL CLIENT CONSIDERATIONS

    • FORWARD BOOKING

    • APPOINTMENT ENTRY

    • APPOINTMENT PREPARATION

    • APPOINTMENT REMINDERS

    • TRAINING NEW EMPLOYEES TO USE THE APPOINTMENT CALENDAR

    • LEADERSHIP’S ROLE IN APPOINTMENT MANAGEMENT

    • REVIEW QUESTIONS

    • 11. The Client Experience

    • OUTLINE

    • KEY TERMS

    • INTRODUCTION

    • CREATING A “WOW!” SERVICE EXPERIENCE

    • THE FRICTIONLESS CLIENT EXPERIENCE

    • VARIOUS AREAS OF POTENTIAL FRICTION FOR CLIENTS

    • TEAM TRAINING THAT ENHANCES THE FRICTIONLESS CLIENT EXPERIENCE

    • DEVELOPING THE FRAMEWORK FOR A FRICTIONLESS CLIENT EXPERIENCE

    • MEASURING AND MONITORING THE FRICTIONLESS CLIENT EXPERIENCE

    • LEADERSHIP’S ROLE IN THE CLIENT EXPERIENCE

    • PRACTICE MANAGER SURVIVAL CHECKLIST FOR THE CLIENT EXPERIENCE

    • REVIEW QUESTIONS

    • REFERENCES

    • ADDITIONAL READING

    • 12. Marketing

    • Outline

    • KEY TERMS

    • INTRODUCTION

    • INTERNAL MARKETING

    • Technology to Serve Client Needs

    • Reminders

    • Developing Marketing That Supports the Frictionless Client Experience

    • EXTERNAL MARKETING

    • DEVELOPING A MARKETING PLAN

    • Methods of Measuring and Managing

    • IMPLEMENTING A MARKETING PLAN

    • LEADERSHIP’S ROLE IN MARKETING

    • Practice Manager Survival Checklist for Marketing

    • REVIEW QUESTIONS

    • REFERENCES

    • 13. Inventory Management

    • Outline

    • KEY TERMS

    • INTRODUCTION

    • FUNDAMENTALS OF INVENTORY

    • MEETING CLIENT AND PRACTICE EXPECTATIONS

    • DESIGNING AN INVENTORY SYSTEM

    • Reorder Points

    • PREPARING ORDERS

    • RECEIVING ORDERS

    • EXPIRED MEDICATIONS

    • EFFECTIVE PRICING STRATEGIES

    • ONLINE PHARMACY/STORE MANAGEMENT

    • INVENTORY PROTECTION

    • INVENTORY BUDGET

    • SAFETY DATA SHEETS

    • CAPITAL INVENTORY

    • DECREASING LOSS

    • LEADERSHIP’S ROLE IN INVENTORY MANAGEMENT

    • Practice Managers Survival Checklist for Inventory Management

    • Review Questions

    • REFERENCES

    • RECOMMENDED READING

    • 14. Controlled Substances

    • Outline

    • KEY TERMS

    • INTRODUCTION

    • SCHEDULES OF DRUGS

    • REGISTRATION

    • SECURITY AND PROTECTION

    • RECORD KEEPING

    • MANAGEMENT OF CONTROLLED SUBSTANCES

    • LEADERSHIP’S ROLE IN CONTROLLED SUBSTANCES

    • Practice Managers Survival Checklist for Controlled Substances

    • REVIEW QUESTIONS

    • REFERENCES

    • RECOMMENDED READING

    • 15. Safety in the Veterinary Practice

    • Outline

    • KEY TERMS

    • INTRODUCTION

    • OCCUPATIONAL SAFETY AND HEALTH ADMINISTRATION

    • HAZARD COMMUNICATION: THE RIGHT TO KNOW

    • SAFETY DATA SHEETS

    • SECONDARY CONTAINER-LABELING REQUIREMENTS

    • ACCIDENT REPORTING AND INVESTIGATION

    • DEVELOPING AND IMPLEMENTING SAFETY PROTOCOLS

    • BUILDING SAFETY AND MAINTENANCE

    • LEADERSHIP’S ROLE IN SAFETY OF THE VETERINARY PRACTICE

    • Practice Manager Survival Checklist for Safety in the Veterinary Practice

    • REVIEW QUESTIONS

    • REFERENCES

    • RECOMMENDED READING

    • 16. Finance Management

    • OUTLINE

    • KEY TERMS

    • INTRODUCTION

    • CASH AND ACCRUAL BASIS ACCOUNTING

    • KEY PERFORMANCE INDICATORS

    • FINANCIAL REPORTS

    • MAXIMIZING REVENUE

    • EXPENSE REDUCTION

    • BUDGET CREATION

    • OPEN-BOOKS MANAGEMENT

    • BUILDING VALUE IN THE PRACTICE

    • ACCOUNTS RECEIVABLE

    • RED FLAGS RULE

    • COMPASSION ACCOUNTS

    • THE IMPACT OF PET HEALTH INSURANCE ON FINANCIAL MANAGEMENT

    • WELLNESS PLANS

    • LEADERSHIP’S ROLE IN FINANCE MANAGEMENT

    • Practice Manager Survival Checklist for Finance Management

    • REVIEW QUESTIONS

    • REFERENCES

    • RECOMMENDED READING

    • 17. Strategic Planning

    • OUTLINE

    • KEY TERMS

    • INTRODUCTION

    • UNDERSTANDING THE BUSINESS LIFE CYCLE

    • ORGANIZATIONAL DESIGN

    • ORGANIZATIONAL DEVELOPMENT

    • LEARNING ORGANIZATIONS AND ORGANIZATIONAL LEARNING

    • WORKFORCE PLANNING

    • INTEGRATING TECHNOLOGY

    • CONSIDER THE PRACTICE OF THE FUTURE

    • PHASES OF STRATEGIC PLANNING

    • Practice Manager Survival Checklist for Strategic Planning

    • REVIEW QUESTIONS

    • RECOMMENDED READING

    • Abbreviations

    • Glossary

    • Index

  • Heather Prendergast

    Has spent more than 25 years in small animal practice. She has a BS in animal science, Associate degree in Veterinary Technology, and she is a certified veterinary practice manager. She has taught several years for both veterinary technology and assistance programs. Heather provides consulting services for veterinary hospitals and Nestle Purina Pet Care. She was also an instructor for Patterson Veterinary University, VetMed Team, and St. Petersburg College. Heather served on several advisory committees, including the Bayer Animal Health Technician Advisory Council, Nestle Purina Senior Pet Advisory Committee and the AAHA Pet Nutrition Alliance Tools Committee.

    Affiliations and expertise

    Certified Practice Manager, Jornada Veterinary Clinic, Las Cruces, New Mexico

Veterinary Clinics of North America
info