abbreviations
DEA
Drug Enforcement Administration
PPE
Personal Protective Equipment
What is a clinic's main connection with the public
Telephone
Types of appointments
1. Technician (nail trims, etc).
2. Routine visits
3. Sick visits
4. Surgeries
5. Drop-offs and pick-ups
6. Behavior appointments
7. New pet visit
8. Walk-ins
9. Emergencies
What are ethics?
A set of rules and principals of right conduct
OSHA
occupational safety health administration
1st impressions are made within _____ minutes in person.
Within ____ seconds
Never _____ chance to make a good 1st impression
4 minutes
5 seconds
2nd
Telephones have the power to do what?
Save time and grow your practice if used properly or waste time and destroy your practice.
Why schedule appointments?
reduce waiting periods for clients and patients
National Association of Veterinary Technicians in America
AVMA
American Veterinary medical Association
1. Location
2. Referral from friends or family
3. Yellow pages ad
4. other
Vets cannot ____ over the phone
1. Client's name and number
2. Pet's name, gender, species, breed,
3. emergency or not
4. Estimated time of arrival (ETA) if an emergency
5. Purpose of appointment
6. Signs and symptoms owner sees if their pet is sick
Who creates the veterinary code of ethics
AVMA principles of veterinary medical ethics
Veterinary Practice Acts
State regulations and protocols issued for veterinary medicine as a whole from personal to protocols
Vet med is a _____ business
The challenge is to convince ____ to do what we recommend to help their ___
People
Clients
Pets
What are shoppers in telephone terms
Callers who want to find out your clinic's prices. Call to check out your practice; be prepared to answer questions and "sell" your clinic and its services to the caller.
What is considered an emergency?
1. Swollen face
2. Traumatic event (hit by a car)
3. Difficulties breathing
4. Eye problems
5. Collapsed/passed out
6. Urinary tract infection (male cats)
A team member of the veterinary field we have an oath and responsibility to be _____.
Professional
BVM
Board of veterinary medicine
Client complications usually result from _____
Poor communication
Be careful to not leave detailed voicemails for someone that someone else may get about ______ and _____ matters.
Financial and medical matters
Challenges in scheduling appointments?
1. Walk-ins
2. Emergencies
3. Delays in surgeries
4. Client is late or too earlier for their appointment
5. Client brings multiple pets for an one pet appointment
Animal Ethics
Our attitude towards animals
History of animal use and care
Research statistics
Animal welfare vs animal rights