Lowell Ackerman

Blackwell's Five-Minute Veterinary Practice Management Consult (eBook, ePUB)

• Format: ePub

Produktbeschreibung

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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Produktdetails

• Verlag: John Wiley & Sons
• Seitenzahl: 1008
• Erscheinungstermin: 23. Oktober 2019
• Englisch
• ISBN-13: 9781119442493
• Artikelnr.: 58045174

Autorenporträt

THE EDITOR LOWELL ACKERMAN, DVM, DACVD, MBA, MPA, CVA, MRCVS, is a global consultant, author, and lecturer based in Westborough, Massachusetts, USA.

Inhaltsangabe

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 Résumé 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