Communication tools for the veterinary team - Firstline
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Communication
Source: FIRSTLINE

Scratch the itch

May 1, 2008

Sandy scratches. A lot. When her leg gets going, it makes a sound against the floor like a hammer driving a nail. My mother-in-law, Jane, first noticed Sandy's behavior a few months ago. When Jane took Sandy, a mid-sized 13-year-old mixed-breed pooch, to the veterinarian, he suggested a diet change to curb the scratching that makes her so uncomfortable.

Source: FIRSTLINE

Our client is obsessed with tests

May 1, 2008

Q. How should we handle a client who seems obsessed with repeating diagnostic tests?

Source: FIRSTLINE

Payment procrastinators

May 1, 2008

Q. What do you do when clients say at checkout they want to pay later?

Source: FIRSTLINE

Ask Amy: I can't discipline

April 1, 2008

I'm an office manager for a practice with 26 doctors and team members. Because the owner hires personal friends, I can't effectively discipline team members who don't meet expectations. One problem employee has known the owner for more than 20 years. She's not a team player and her poor performance frustrates others. What can I do?

Source: FIRSTLINE

Huddles offer more chances to score

April 1, 2008

Move over, Steelers, there's a new team in town.

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Sample script: Associate woes

September 1, 2007

You're the practice manager at a mid-sized clinic. When the stress index is high, one of the associates snaps at team members. Several team members have complained, and a few have threatened to quit. You're ready to discuss the problem with Dr. Sweet, the associate. Firstline Editorial Advisory Board member Pam Weakley offers this sample script:

Source: FIRSTLINE

Start pet parents off on the right path

September 1, 2007

Owning a pet is a lifelong journey. Help set clients' direction by offering strong care recommendations on nine critical topics.

Source: FIRSTLINE

Keep 'em guessing

March 1, 2007

Want a fun, educational way to jazz up your reception area? Post a quiz on your bulletin board, says Laura Greer, practice manager for Above and Beyond Pet Care Hospital in Lubbock, Texas. Her practice uses quizzes to keep waiting clients informed and entertained. For example: I come in sizes that range from 2 pounds to 200 pounds, and I sweat through my feet. What am I? Answer: a dog.

Source: FIRSTLINE

10 ways to wow your boss

March 1, 2007

You're good, and you know it. Now's the time to show it.

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