FIRSTLINE, Apr 1, 2010 - Firstline
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FIRSTLINE, Apr 1, 2010
Front Desk
Firstline editors want you to contribute
By Kerry Hillard Johnson
Firstline is looking for innovative team members to share ideas with the magazine and veterinary practices nationwide.
Ask the Experts
Ask Amy: Handling cranky clients
Q&A: What can receptionists do when clients are angry about the bill?
Q&A: When requests for help go unheard
Ensure your requests are reasonable and lines of communication are open.
Q&A: Regulating our radiation
By Phil Seibert, CVT
Traditional, CR, or DR: Keep those safety garments and OSHA procedures in place.
Q&A: Explaining vaccinations to clients
After explaining core vaccines, ask questions about the pet's and client's lifestyle.
Pearls of Practice
Start your own "Biggest Loser" program
Use the TV weight-loss show to inspire clients.
Sample script: Take the sting out of allergy talks
Use these tips to communicate with clients about itching.
Use marbles to mix your liquid dewormers
Using marbles can help scrape sediments off the bottom of liquid dewormer bottles.
Skill Builder
What equipment can do for you and your practice
By Michelle Hainer
Using a new piece of equipment for the first time is like playing with a new toy. But the technology is more than just fun and games—here's how it can help you, your patients, and your practice.
Communication Strategies
Handle staff complaints with humor
Here's how one hospital handles staff compliants with humor.
How I handle clients with "wild" pets
By Rachael Hume
Squirrels are all the rage in my practice's hometown. Here's how I let clients know they're not appropriate housepets.
Establishing a practice code of ethics
Here are 3 tips to get your practice's ethical protocols on track.
Handling 4 hairy situations
By Erika Rasmusson Janes
Here's how to wash four sticky ethical problems right out of your hair.
How to complain properly
By Ashley Hopkins
A carefully-worded complaint can transform a negative into a positive. Here are five ways to switch fault-finding into fix-finding.
My View
Don't judge me—or your clients
By Kristine Suszczynski
What you see is not always what you get. So don't assume an overweight person is unhealthy—or a ratty-looking client doesn't want the best for his pet.
Patient care
Tick trivia: A clinical quiz
By Susan E. Little, DVM, PhD, DEVPC
Test your knowledge of these little suckers and the diseases they transmit.

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