FIRSTLINE, Dec 1, 2007 - Firstline
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FIRSTLINE, Dec 1, 2007
Cover story
7 steps to a senior-friendly practice
By Kimberly Stredney
Older clients may need a little extra care and attention to ensure a happy veterinary experience. Here's what you can do to help them help their pets.
Front Desk
Give yourself a gift
By Portia Stewart
Feeling sapped? Rundown, tired, out of sorts? Oh yeah. It's so easy to give and so hard to say no. You do it all the time. It's the 15 minutes at the end of the day you spend making a comfy bed for a sick pet or the extra walk you sneak in for your favorite boarder. Or maybe you volunteer to stay late to finish filing or clear the clutter from the reception area. The truth is, you do a lot.
Ask the Experts
Got poop? Here's how to get more
By Caitlin Rivers
How can our team members encourage clients to submit fecal samples?
Ask Amy: Poor hygiene: When work gets personal
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?
Baby on board
By Christine Merle, DVM, MBA, CVPM
I recently discovered I'm pregnant. How do I protect myself and my baby from work-related hazards?
Communication Strategies
What would you do?
Don't get nailed by this tough client question. Learn how to give the answer clients are looking for.
Money Matters
When clients can't pay
By Leslie A. Mamalis, MBA, MSIT , Lorraine Monheiser List, CPA, CVA, MEd
They want help, and you want to give it. Learn how to launch a compassionate care fund and generate money for your pets and clients in need.
Pearls of Practice
On your terms
By Sharon DeNayer
Grab clients' attention and encourage compliance by using descriptive terminology, suggests Sharon DeNayer, a Firstline Editorial Advisory Board member and the practice manager at Windsor Veterinary Clinic in Windsor, Colo.
Every pet's a star
By Kelli Copeland
Pets at VCA Tanglewood Animal Hospital in Austin, Texas, don't need to be the next Bark Pitt or Catty Holmes to receive star treatment.
Sample script: The power to let go: Asking a doctor to delegate
By Sheila Grosdidier, BS, RVT
You're the head technician at a flourishing practice. The hands-on owner is struggling to keep up with his rapidly expanding client base, and he often fails to delegate tasks to his team. Firstline Editorial Advisory Board member Sheila Grosdidier, BS, RVT, a partner with VMC Inc. in Evergreen, Colo., offers this script for addressing the owner, Dr. Committed
3 tips for an earth-friendly practice
By Laurie Smith, RVT
Reducing, recycling, and reusing plastic packaging is a regular habit at Peachtree Hills Animal Hospital in Atlanta, Ga.
Big loser is a big winner
What's an over-the-hill pooch to do when her winsome curves have disappeared beneath layers of fat? Winnie, a 10-year-old Schnoodle, jumped on the underwater treadmill and exercised her way to fame in the Big Dog/Big Loser Weight Loss Competition, a contest launched by Anne Chauvet, DVM, Dipl.
Web Exclusive
Sample pets in the workplace policy
Read this policy, then write your own so team members know when their personal pets are welcome in your practice.
Practice principles card
What does your practice value? Read this sample practice principles card, then write your own standards of service to keep your values and creed top-of-mind when you're talking with clients.
Compassionate care fund protocol
Review this sample compassionate care fund protocol, then discuss how your practice will handle financial requests from clients in need.
Mystery shopper form
Use this mystery shopper form to get critical feedback about your service.
Sample confidentiality pledge
A confidentiality pledge reminds your team about the importance of keeping confidential information private.
Advance directive
Use this sample advance directive for hospice patients or clients who request it.
Feline lifestyle review
A feline lifestyle summary will help you tailor your message to fit each cat's needs.
Compassionate care fund application
A compassionate card fund application will help you determine clients' needs when you want to offer financial assistance.
ADA regulations
Check your facility against the Americans with Disabilities Act regulations.
Canine lifestyle review
A canine lifestyle summary will help you tailor your message to fit each dog's needs.
Euthanasia consent form
Document clients' consent for euthanasia with a form.
Inactive client letter
Use this letter to uncover the reason a client stopped visiting your practice.
Euthanasia protocol
Review this sample euthanasia protocol with your team to decide how you'll handle euthanasia procedures consistently and compassionately.

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