Veterinary Healthcare Services: Options in Delivery provides options and inspiration for the development of those keys in any size practice. The entire staff, from the receptionist to the doctor, can contribute to the goals of the practice. The authors have built on the ideas of Thomas Catanzaro in presenting creative ways to build a practice that provides convenience and service to the client as well as professional growth to its staff. Some topics covered include:
Average Client Transaction Rates
The three R s rechecks, recalls, reminders
Programs, protocols, and bundles
The appointment book
Preferred client programs
Ancillary services resorts, grooming, and boutiques
Other books by Thomas Catanzaro that emphasize the teamwork and management principles discussed here are:
Building the Successful Veterinary Practice: Leadership Tools (Volume 1) Programs & Procedures (Volume 2) Innovation & Creativity (Volume 3)
Veterinary Management in Transition: Preparing for the 21st Century
List of Abbreviations xiii
1 The Era of Revenue Generation The Front Door Must Swing 3
2 The Appointment Book 21
3 Outpatient Programs and Procedures 33
4 Inpatient Procedures 49
5 Marketing 73
6 Ancillary Services 89
7 New Technologies & Emerging Trends 103
Appendix 1 Programs 117
Appendix 2 Protocols and Bundles 135
Appendix 3 More Receptionist Scripts 147
Appendix 4 More Resort Forms 153
Thomas E. Catanzaro, DVM, MHA, FACHE, Diplomate, American College of Healthcare Executives, is the first veterinarian to receive board certification with the American College of Healthcare Executives. He has spent the last decade building the largest veterinary–exclusive, diplomate–led veterinary consulting team in the United States. His full–time consultation and seminar schedule has given him knowledge and appreciation for the multitude of practice options.
Thom Haig, DVM, is a partner in a multispecies veterinary hospital in Nevada. He has been a lead consultant for Catanzaro & Associates for the last seven years. He is also co–editor of the VIN practice management board. His past experience with the Nevada State Board brings a unique perspective to value the value of medical records.
Peter Weinstein, DVM, MBA, is a veterinarian and hospital administrator at an animal hospital in the suburban setting in southern California. His practice management consultation with Catanzaro & Associates and his experience with state and local veterinary medical associations have provided tremendous exposure to a variety of practice styles.
Judi Leake, DVM, used the lessons from practice management principles of Dr. Catanzaro to allow her to begin an early retirement. Retirement was short–lived, and she is currently building a stare–of–the–art hospital and pet resort near Aspen, Colorado.
Heather Howell, RVT, MBA, is a hospital administrator in a seven doctor, mixed animal practice in Nevada. Her interests in human resources and personnel management contribute to the team–building emphasis of this book.