Answers to the veterinary team's practice management questions - Firstline
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Ask The Experts
Source: FIRSTLINE

Ask Amy: Reminders: Third time's the charm

March 1, 2008

My team members are anxious about calling clients for third reminders. Can you offer a sample script to make these awkward conversations a little easier?

Source: FIRSTLINE

The money's where the mouth is

March 1, 2008

Q Should I receive compensation or bonuses for the dental procedures I'm specially trained to perform?

Source: FIRSTLINE

Help me, Rhonda

March 1, 2008

Q When I ask my co-workers for help, they seem receptive but never follow through. What should I do?

Source: FIRSTLINE

Handle with care

January 1, 2008

Q What can we do to gently handle pets with possible pain issues?

Source: FIRSTLINE

Ask Amy: Our team is lactose intolerant

January 1, 2008

We rehired a team member after she had a baby and she's implemented a nursing regimen at work. At lunch, she nurses in her car with her undergarments visible or on the side lawn of the practice parking lot. Then she pumps—in our doctor's office. The rest of the staff is uncomfortable, and we would like to encourage discretion while still supporting her decision to nurse her child. How do I approach this employee?

Source: FIRSTLINE

Ask Amy: Get prescriptions out the door

January 1, 2008

Our receptionists often forget to give clients their pets' medications before they leave our practice. I created a hanging prescription filing system to simplify the process, but that hasn't resolved the problem. I've approached my managers about the issue, but they don't seem concerned. What should I do?

Source: FIRSTLINE

Turn up the dial on client education

January 1, 2008

Q When I discuss client education topics, I feel like clients are tuning me out. How can I make them listen?

Source: FIRSTLINE

Prepare clients for potential charges

January 1, 2008

Q How can we prepare clients for unexpected costs that result from problems found during dental cleanings?

Source: FIRSTLINE

Ask Amy: Poor hygiene: When work gets personal

December 1, 2007

I work at a large practice, and our team members get along well and even socialize outside of work. There's one hitch: One team member practices poor personal hygiene. Periodically, she emits a strong body odor for days at a time. Her team leader approached her when the problem first surfaced, and she improved temporarily. How can we approach her again without embarrassing her--and ourselves?

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