Blackwell's five-minute veterinary practice management consult / [edited by] Lowell Ackerman
Book | John Wiley & Sons, Inc. | 2014 | 2nd ed.
Available at Gateway-Elkhorn Campus General Collection (SF 756.4 B5.3 2014)

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Gateway-Elkhorn Campus General Collection SF 756.4 B5.3 2014 Available
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Edition
2nd ed.
Description
xix, 783 pages ; 29 cm.
Series
Bibliography
Includes bibliographical references and index.
Contents
Section 1: Marketplace
1.1 Models of Veterinary Practice / Lowell Ackerman
1.2 Challenges to the Profession / Peter A. Weinstein
1.3 Trends in Companion Animal Veterinary Practices / Brian Cassell
1.4 Veterinary Trade Areas / Jan Miller
1.5 Today's Pet Owner / Lowell Ackerman
1.6 Today's Veterinarian / Dena D. Baker
1.7 Veterinary Staff / Lowell Ackerman
1.8 Functioning as a Healthcare Team / Louise S. Dunn
1.9 Differing Perspectives of Practice Teammates / Louise S. Dunn
1.10 Generational Differences / Randy Hall
1.11 Personality Profiling / Lorraine Monheiser List
1.12 Value Disciplines / Elizabeth Bellavance
1.13 Practice Management Support Professionals / Elizabeth Bellavance
1.14 Stakeholders and Strategic Partners / Elizabeth Bellavance
1.15 Importance of the Human-Animal Bond / Jacqui Ley
1.16 Mergers and Acquisitions / James E. Guenther
1.17 Specialty and Emergency Centers / James E. Guenther
1.18 Equine Practice Management / James E. Guenther and Elise Lacher
1.19 Not-For-Profit Veterinary Hospitals / Lowell Ackerman
1.20 Housecall and Mobile Practices / Dena D. Baker
1.21 Hospice Care / Valerie Adams
Section 2: Client Relationship Management
2.1 The Basics of Client Service / Amanda L. Donnelly
2.2 Client Service Strategies / Randy Hall
2.3 It's Not Your Job...It's Your Responsibility / Peter A. Weinstein
2.4 Creating a Client-Centered Hospital / Nan Boss
2.5 Creating a Feline-Friendly Hospital / Jane Brunt
2.6 Accountability / Lowell Ackerman
2.7 Hospital Image / Steven L. May
2.8 Client Perception and Learning / Dallas McMillian
2.9 What Clients Expect From Their Veterinarian / Lowell Ackerman
2.10 Lifelong Excellence in Healthcare / Lowell Ackerman
2.11 Compliance and Adherence / Karyn Gavzer
2.12 Personalized Pet Profiles / Lowell Ackerman
2.13 Measuring Client Satisfaction / Elizabeth Bellavance
2.14 Telephone Service Management / Karyn Gavzer
2.15 Client Appointment Scheduling / Kurt A. Oster
2.16 Client Reminder Systems / Nan Boss
2.17 Maintaining Regular Client Contact / Robin Brogdon
2.18 Client Rewards Programs / Diederik Gelderman
2.19 Client Retention / Kurt A. Oster
2.20 High-Touched and High-Tech Customer Service / Nan Boss
2.21 The Extended Hospital Team - Making Referrals Work / Amanda L. Donnelly
Section 3: Communications
3.1 Effective Client Communication / James P. Humphries
3.2 Speaking as a Professional / Kathleen A. Bonvicini
3.3 Making Clear Client Recommendations / Mary Ann Vande Linde
3.4 Translating Medicalese: Client-Centered Communication / Kathleen A. Bonvicini
3.5 Shared Decision-Making / Kathleen A. Bonvicini
3.6 Posing Client Questions Effectively: Open-ended Inquiry / Mary Ann Vande Linde
3.7 Reflective Listening / Kathleen A. Bonvicini
3.8 Nonverbal Communication / Kathleen A. Bonvicini
3.9 Empathy / Diederik Gelderman
3.10 Discussing Lifelong Care / Lowell Ackerman
3.11 Discussing Finances / Lorraine Monheiser List
3.12 Discussing Behavior / Gary Landsberg
3.13 Discussing Diet and Nutrition / Sean J. Delaney
3.14 Discussing Oral Health / Gregg A. DuPont
3.15 Discussing Pain Management / Andrea Looney
3.16 Giving and Receiving Feedback / Diederik Gelderman
3.17 Delivering Bad News / Kathleen A. Bonvicini
3.18 Dealing with Angry or Difficult Clients / James P. Humphries
3.19 End of Life Considerations / Katherine Dobbs
3.20 Dealing with a Grieving Client / Kathleen Dobbs
3.21 Dealing with a Communications Crisis / James P. Humphries
Section 4: Financial Management
4.1 Time Value of Money / Lowell Ackerman
4.2 Financial Statements / Lorraine Monheiser List
4.3 Measures of Liquidity, Solvency, and Profitability / Marsha L. Heinke
4.4 Getting the Most Out of Your Accounting Professional / Mark J. McGaunn
4.5 Analyzing Client Transaction / Karen E. Felsted
4.6 Benchmarking / Kurt Oster
4.7 Data You Should Be Reviewing Regularly / Karen E. Felsted
4.8 Making Valid Comparisons Between Practices and Services / Lowell Ackerman
4.9 Understanding Practice Profitability / Karen E. Felsted
4.10 Pricing Strategies: Markup versus Margin / Lowell Ackerman
4.11 Breakeven Analysis / Karen E. Felsted
4.12 Activity-Based Costing and Cost Allocation / Elizabeth Bellavance
4.13 Internal Accounting Controls / Mark J. McGaunn
4.14 Return on Investment from Practice Ownership / Karen E. Felsted
4.15 Perquisities (Perks) of Practice Ownership / Elise M. Lacher
4.16 Forgotten Costs of Doing Business in a Veterinary Hospital / Karen E. Felsted
4.17 Capitalization and Depreciation / Mark J. McGaunn
4.18 Accounting Closing Process / Mark J. McGaunn
4.19 Tax Planning / Mark J. McGaunn
4.20 Practice Sales: Planning, Structure, and Methods to Minimize Taxes / Gary L. Ackerman
Section 5: Cash Management
5.1 Revenue Streams in Veterinary Practice / Karen E. Felsted
5.2 Revenue Budgets and Forecasts / Kurt A. Oster
5.3 Increasing the Top Line in Practice / Elizabeth Bellavance
5.4 Expenses in Veterinary Practice / Karen E. Felsted
5.5 Managing General and Administrative Expenses / Marsha L. Heinke
5.6 Improving the Bottom Line (Profit) in Practice / Jon C. Dittrich
5.7 Payroll Management / Kurt A. Oster
5.8 Ordering Inventory Economically / Angel Aisbet-Schneider
5.9 Accounts Receivable Issues in Companion Animal Practice / Elise M. Lacher
5.10 Getting Paid for Services Rendered / Lowell Ackerman
5.11 Pet Health Insurance / Lowell Ackerman
5.12 Payment (Wellness) Plans / Lowell Ackerman
5.13 Credit Alternatives: Third-Party Payments / Louise S. Dunn
5.14 Credit and Collections / Amanda L. Donnelly
5.15 Discounting / Jon C. Dittrich
5.16 Practice Reinvestment / James E. Guenther
5.17 Borrowing Money / Marsha L. Heinke
5.18 Buying versus Leasing / Elise M. Lacher
5.19 Controlling Cash Flow: Budgeting / Mark J. McGaunn
5.20 The EFT (Electronic Funds Transfer) Payment Process / Mark J. McGaunn
5.21 Cash Control: Preventing Embezzlement / Elise M. Lacher
Section 6: Human Resources
6.1 Compensation / Karen E. Felsted
6.2 Benefits / Karen E. Felsted
6.3 Wage and Benefit Summaries: The Whole Package / Karen E. Felsted
6.4 Employee Bonus Criteria / Mark J. McGaunn
6.5 Employee-Related Costs / Karen E. Felsted
6.6 Effective Staff Recruitment / Robin Brogdon
6.7 Screening Potential Hires / Randy Hall
6.8 Staff Orientation / Rebecca Hart
6.9 Staff Training / Karyn Gavzer
6.10 Structured On-the-Job Training / Joel Gendelman
6.11 Staff Development / Lowell Ackerman
6.12 Motivating the Healthcare Team / Louise S. Dunn
6.13 Engaging Staff / Robin Brogdon
6.14 Making Meetings Work / Karyn Gavzer
6.15 Effective Coaching for the Exam Room / Mary Ann Vande Linde
6.16 Mentoring / Kurt A. Oster
6.17 Staff Scheduling Options / Kurt A. Oster
6.18 Staff Performance Evaluations / Shawn G. McVey
6.19 Staff Turnover and Retention / Lorraine Monheiser List
6.20 Measuring Your Human Resource (HF) Performance / Karen E. Felsted
6.21 Office Politics / Karyn Gavzer
6.22 Conflict Resolution / Karyn Gavzer
6.23 Terminating Staff / Randy Hall
6.24 Compassion Fatigue / Katherine Dobbs
Section 7: Marketing Management
7.1 The Big Picture: Marketing, Advertising, Promotion, and Public Relations / Rebecca Hart
7.2 Giving Clients What They Want Most / Lowell Ackerman
7.3 Better Meeting the Needs of Existing Clients (Internal Marketing) / Lowell Ackerman
7.4 Attracting New Clients (External Marketing) / Robin Brogdon
7.5 Marketing Plan / Amanda L. Donnelly
7.6 Basic Tools of Marketing / Lowell Ackerman
7.7 Demographic Assessment / David F. McCormick
7.8 Client and Patient Segmentation / Linda Wasche
7.9 Target Marketing / Linda Wasche
7.10 Practice Positioning / Linda Wasche
7.11 Branding / Dallas McMillian
7.12 Practice Differentiation / Steven L. May
7.13 Professional Promotion and Publicly / James P. Humphries
7.14 Client Education Tools / Nan Boss
7.15 Paid Advertising / Elizabeth Bellavance
7.16 Personalizing Marketing That Works: Making the Telephone Ring and the Front Door Swing / James P. Humphries
7.17 Outbound Telephone Calls / Karyn Gavzer
7.18 Measuring Marketing Performance / Rebecca Hart
7.19 Dealing with the Media / James P. Humphries
Section 8: Operations Management
8.1 Medical Records and Patient Documentation / Karl Salzsieder
8.2 Patient and Procedure Logs / Kurt A. Oster
8.3 Standards of Care and Care Pathways / Lowell Ackerman
8.4 Continuity of Care / Kurt A. Oster
8.5 Profit Centers / Lorraine Monheiser List
8.6 Value-Added Analysis / Lowell Ackerman
8.7 Continuous Quality Improvement / Elizabeth Bellavance
8.9 Digital Imaging Systems in Practice / Ryan King
8.10 Medical Equipment and Fixtures / James E. Guenther
8.11 Effective Inventory Management / Angel Aisbet-Schneider
8.12 Inventory Management: Nutritional Products / Sean J. Delaney
8.13 Medication Dispensing, Compounding, and Prescribing Practices / Angel Aisbet-Schneider
8.14 Medication Dispensing, Compounding, and Prescribing: Legal Considerations / Adam P. Karp
8.15 Pharmacy Management as a Profit Center / Angela Aisbet-Schneider
8.16 Retail Sales: The Art and the Science / Angela Aisbet-Schneider
8.17 Adding Emergency Services / Brian Cassell
8.18 Kennel Management as a Profit Center / Mark J. McGaunn
8.19 Waste Management / Heather E. Lewis
Section 9: Technology Management
9.1 Information Technology in Veterinary Medicine / Henry K. Yoo
9.2 Selecting Computer Hardware / Eric D. Garcia
9.3 Selecting Computer Software / Kurt A. Oster
9.4 Cloud-Based Computing Options / Eric D. Garcia
9.5 Backing Up and Archiving Your System / Eric D. Garcia
9.6 Network Security / Eric D. Garcia
9.7 Electronic Communications: E-mail and Texting / Eric D. Garcia
9.8 Internet Marketing / Eric D. Garcia
9.9 Websites and Search Engine Optimization / Eric D. Garcia
9.10 Social Media / Eric D. Garcia
9.11 Mobile Applications / Eric D. Garcia
9.12 Patient Portals / Eric D. Garcia
9.13 Protecting and Defending Your Online Reputation / Eric D. Garcia
9.14 Measuring the Performance of Digital Media Campaigns / Eric D. Garcia
9.15 Technology: Refedining the Client Visit / Eric D. Garcia
9.16 Online Retail: Making it Work / Eric D. Garcia
9.17 Virtual Team Training Consult / Joel Gendelman and Louise S. Dunn
9.18 Putting Your Smart Device to Work for You / Robert D. Gribble
9.19 Internet Use Policy / David D. Barbee
9.20 Digital Comunication Policies for Staff / Eric D. Garcia
Section 10: Administrative Management
10.1 Workplace Management / Lowell Ackerman
10.2 Organizational Charts / Katherine Dobbs
10.3 Managing People / Patricia Rutherford
10.4 Working in Teams / Shawn G. McVey
10.5 Leadership / Lorraine Monheiser List
10.6 Implementation: Getting It Done / Robin Brogdon
10.7 Emotional Intelligence / Lowell Ackerman
10.8 Negotiating 101 / Mark D. Samson
10.9 When to Hire an Office Manager/Administrator / Mark J. McGaunn
10.10 Staff Performance Planning / Kurt A. Oster
10.11 Staffing Budgets / Kurt A. Oster
10.12 Employee Manuals / Leslie R. King
10.13 Procedure Manuals / Kurt A. Oster
10.14 Enhancing Doctor Productivity / Elizabeth Bellavance
10.15 Enhancing Team Productivity / Louise S. Dunn
10.16 Changing Organizational Culture / Randy Hall
10.17 Personnel Records / Leslie R. King
10.18 Practice Insurance Needs / Walter Deege
10.19 Employee Benefit Programs / Walter Deege
10.20 Continuing Education Benefits / Karen E. Felsted
10.21 Not-For-Profit Foundations / Phillip Homsey
Section 11: Practice Safety
11.1 Basics of Meeting Practice Safety Requirements / Lowell Ackerman
11.2 Practice Safety Needs / Mark R. Crootof
11.3 Client Safety / Duane Flemming
11.4 Animal-Related Injuries at the Workplace / Betsy Choder
11.5 Security Issues for Hospital and Staff / Bryan M. King
11.6 Implementing a Safety Plan / Mark R. Crootof
11.7 Hospital Safety Manual / Philip J. Seibert Jr.
11.8 Radiation Safety Manual / Ryan King
11.9 Work-Related Accidents and Workers' Compensation / Robert E. Kuderer
11.10 Emergency Prepardnes for Veterinary Professionals / Cheryl L. Eia
11.11 Emergency Plans / Philip J. Seibert Jr.
11.12 Controlled Substances / Karl Salzsieder
11.13 Adverse Drug Event Reporting / Douglas Reece, Elizabeth Bodner, and Sarah Taylor
Section 12: Legal Issues
12.1 Veterinary Practice Legal Needs and Dealing with Attorneys / Karl Salzsieder and John F. Scott
12.2 Informed Consent / John F. Scott
12.3 Malpractice / John F. Scott
12.4 Unprofessional Conduct / Karl Salzseider
12.5 Privacy Policy and Confidentiality / Gregory M. Dennis
12.6 Identify Theft Prevention Programs at the Workplace / Betsy Choder
12.7 Employment Contracts / Karl Salzsieder
12.8 Partnership Agreements / Stephen W. Cavanaugh
12.9 Buy/Sell Agreements / Karl Salzsieder
12.10 Employees versus Independent Contractors / James F. Wilson
12.11 Non-competition / Lowell Ackerman
12.12 Legal Duty to Refer / Duane Flemming
12.13 Extra-Label Drug Use / John W. Thomas
12.14 Disability Law / Karl Salzsieder
12.15 Workplace Harassment / Kerry M. Richard
12.16 Fair Labor Standards Act / Kerry M. Richard
12.17 Ownership versus Guardianship of Animals / Gregory M. Dennis
12.18 Pet Trusts and Wills / Lowell Ackerman
12.19 Animal Abandonment / Adam P. Karp
12.20 Animal Cruelty / Adam P. Karp
Section 13: Planning and Decision Making
13.1 Career Planning / Christine Merle
13.2 Professional Development Plans / Christine Merle
13.3 Resume and Cover Letter / Christine Merle
13.4 Curriculum Vitae / Christine Merle
13.5 Strategic Planning and Implementation / Lowell Ackerman
13.6 Identifying and Solving Practice Problems / James E. Guenther
13.7 Mission and Vision Statements / Jon C. Dittrich
13.8 Business Plans / Lowell Ackerman
13.9 Business Entitiy Structures / Mark J. McGaunn
13.10 Determining a Practice's Worth / Elizabeth Bellavance
13.11 Purchasing a Practice / Valerie Ewell
13.12 Buying into a Practice as a Partner / David F. McCormick
13.13 From Associate to Owner - Beyond the Money / Peter A. Weinstein
13.14 Risk Management Issues / Mark J. McGaunn
13.15 Debt Management / Elise M. Lacher
13.16 Business Contingency Planning for Veterinary Practices / Cheryl L. Eia
13.17 Succession Planning / David F. McCormick and Larry F. McCormick
13.18 Planning for the Sale of a Practice / David F. McCormick and Larry F. McCormick
13.19 Gifting Practice Ownership / Mark J. McGaunn
13.20 Retirement Planning / Mark J. McGaunn
13.21 Your Next Career (Reinventing Yourself) / Louise S. Dunn
Section 14: Facility Management, Design, and Construction
14.1 Contemplating Practice Ownership - Getting Started / Jan Miller
14.2 Building, Buying, or Leasing? / Bryan M. King
14.3 Aset Ownership / Elise M. Lacher
14.4 Financing Basics / Elise M. Lacher
14.5 Selecting a Site / Tony L. Cochrane
14.6 How Large Should a Clinic Be? / Tony L. Cochrane
14.7 The Construction Process and Working with Architects / Bryan M. King
14.8 Zoning and Permitting / Tony L. Cochrane
14.9 Managing Construction Costs / Bryan M. King
14.10 Practice Renovations / Vicki J. Pollard
14.11 Leasehold Improvements / Tony L. Cochrane
14.12 Designing with the Patient in Mind / Heather E. Lewis
14.13 Client/Patient Flow / Tony L. Cochrane
14.14 Integrating Technology / Bryan M. King
14.15 Noise and Odor Control / Heather E. Lewis
14.16 Heating, Ventilation, and Air Conditioning / Heather E. Lewis
14.17 Flooring / Bryan M. King
14.18 The "Greening" of Veterinary Practice / Heather E. Lewis
14.19 Referral and Emergency Facilities / Vicki J. Pollard
14.20 Pet Boarding and Luxury Accommodations / Vicki J. Pollard
Section 15: Appendicies
15.1 Finding More Information on Practice Management Topics / Lowell Ackerman
15.2 Sample Cover Letter and Resume / Christine Merle
15.3 Sample Curriculum Vitae / Christine Merle
15.4 Sample DEF Veterinary Clinic Business Plan / Lowell Ackerman
15.5 Sample Marketing Plan for ABC Veterinary Hospital / Amanda L. Donnelly
Language
Text in English.
Summary
Blackwell’s Five-Minute Veterinary Practice Management Consult, Second Edition has been extensively updated and expanded, with 55 new topics covering subjects such as online technologies, hospice care, mobile practices, compassion fatigue, practice profitability, and more. Carefully formatted using the popular Five-Minute Veterinary Consult style, the book offers fast access to authoritative information on all aspects of practice management. This Second Edition is an essential tool for running a practice, increasing revenue, and managing staff in today’s veterinary practice. Addressing topics ranging from client communication and management to legal issues, financial management, and human resources, the book is an invaluable resource for business management advice applicable to veterinary practice. Sample forms and further resources are now available on a companion website. Veterinarians and practice managers alike will find this book a comprehensive yet user-friendly guide for success in today’s challenging business environment.
88.00 VET TECH (31-091-3)
Subject
Added Author
Ackerman, Lowell J.
Added Title
Five-minute veterinary practice management consult
Veterinary practice management consult
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