Blackwell’s Five-Minute Veterinary Practice Management Consult 3rd Edition

Editor-in-Chief and Consulting Editors xvi

List of Contributors xvii

Preface xxi

About the Companion Website xxii

Section 1 Marketplace 1

1.1 Models of Veterinary Practice, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 2

1.2 Challenges to the Profession, Peter Weinstein, DVM, MBA 6

1.3 Trends in Companion Animal Veterinary Practices, Brian Cassell, DVM 10

1.4 Veterinary Trade Areas, David F. McCormick, MS, CVA 14

1.5 Today’s Pet Owner, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 16

1.6 Today’s Veterinarian, John Tait, DVM, MBA, MS(Fin.), CFP 18

1.7 Today’s Veterinary Students, Ryane E. Englar, DVM, DABVP (Canine and Feline Practice) 20

1.8 Internships and Residencies, Ryane E. Englar, DVM, DABVP (Canine and Feline Practice) 22

1.9 Veterinary Paraprofessionals, Kara M. Burns, MS, MEd, LVT, VTS (Nutrition) 26

1.10 Veterinary Staff, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 28

1.11 Functioning as a Healthcare Team, Louise S. Dunn 32

1.12 Differing Perspectives of Practice Teammates, Louise S. Dunn 36

1.13 Generational Differences, Randy Hall 38

1.14 Gender Issues, Bernadine Cruz, DVM, CVJ 42

1.15 Personality Profiling, Lorraine Monheiser List, CPA, CVA 46

1.16 Value Disciplines, Elizabeth Bellavance, DVM, MBA, CEPA 50

1.17 Practice Management Support Professionals, Elizabeth Bellavance, DVM, MBA, CEPA 52

1.18 Stakeholders and Strategic Partners, Elizabeth Bellavance, DVM, MBA, CEPA 56

1.19 Importance of the Human–Animal Bond, Jacqui Ley, BVSc (Hons), PhD, DECAWBM, FANZCVS (Veterinary Behaviour) 58

1.20 Mergers and Acquisitions, James E. Guenther, DVM, MBA, MHA, CVPM, CEPA, CM&AA 60

1.21 Corporate Veterinary Practices, Leslie A. Mamalis, MBA, MSIT, CVA 62

1.22 Not-For-Profit Veterinary Hospitals, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 64

1.23 House-Call and Mobile Practices, Katherine van Ekert, BVSc 68

1.24 Hospice and Palliative Care, Shea Cox, DVM, CVPP, CHPV, CPLP 70

1.25 Specialty and Emergency Centers, James E. Guenther, DVM, MBA, MHA, CVPM, CEPA, CM&AA 74

1.26 Equine Practice Management, James E. Guenther, DVM, MBA, MHA, CVPM, CEPA, CM&AA and Elise Lacher, CPA 78

1.27 Food Animal Practice Management, Lance M. Roasa, DVM, MS, JD 82

1.28 Mixed Animal Practice Management, Lance M. Roasa, DVM, MS, JD 86

Section 2 Administrative Management 91

2.1 Workplace Management, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 92

2.2 Organizational Charts, Katherine Dobbs, RVT, CVPM, PHR 96

2.3 Managing People, Heather Prendergast, RVT, CVPM, SPHR 98

2.4 Working in Teams, Shawn G. McVey, MA, MSW 100

2.5 Motivating the Healthcare Team, Louise S. Dunn 104

2.6 Accountability, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 106

2.7 Change Management, Randy Hall 108

2.8 Compassion Fatigue and Burnout, Katherine Dobbs, RVT, CVPM, PHR 110

2.9 Moral Distress and Ethics Exhaustion, Katherine Dobbs, RVT, CVPM, PHR 112

2.10 Compromise Fatigue, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 114

2.11 Making Meetings Work, Karyn Gavzer, MBA, CVPM 116

2.12 Leadership, Lorraine Monheiser List, CPA, CVA 118

2.13 Leadership Fatigue, Heather Prendergast, RVT, CVPM, SPHR 122

2.14 Implementation: Getting it Done, Robin Brogdon, MA 124

2.15 Emotional Intelligence, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 128

2.16 Finding the Right Fit, Heather Prendergast, RVT, CVPM, SPHR. 130

2.17 Negotiating 101, Peter Weinstein, DVM, MBA 132

2.18 When to Hire an Office Manager/Administrator, Mark J. McGaunn, CPA/PFS, CFP^® 136

2.19 Staff Performance Planning, Kurt A. Oster, MS, SPHR, SHRM-SCP 138

2.20 Staffing Budgets, Kurt A. Oster, MS, SPHR, SHRM-SCP 142

2.21 Operations Manuals, Peter Weinstein, DVM, MBA 144

2.22 Procedure Manuals, Kurt A. Oster, MS, SPHR, SHRM-SCP 146

2.23 Enhancing Doctor Productivity, Elizabeth Bellavance, DVM, MBA, CEPA 148

2.24 Enhancing Team Productivity, Louise S. Dunn 150

2.25 Appropriate Handling of Medical Errors, Ryane E. Englar, DVM, DABVP (Canine and Feline Practice) 152

2.26 Changing Organizational Culture, Randy Hall 154

2.27 Practice Insurance Needs, Cory Friedman, CBC 158

2.28 Employee Benefits Programs, Cory Friedman, CBC 160

2.29 Not-for-Profit Foundations, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 162

Section 3 Human Resources 165

3.1 Compensation, Karen E. Felsted, CPA, MS, DVM, CVPM, CVA 166

3.2 Benefits, Karen E. Felsted, CPA, MS, DVM, CVPM, CVA 170

3.3 Wage and Benefit Summaries: The Whole Package, Karen E. Felsted, CPA, MS, DVM, CVPM, CVA 174

3.4 Employee Bonus Criteria, Mark J. McGaunn, CPA/PFS, CFP^® 176

3.5 Employee-Related Costs, Karen E. Felsted, CPA, MS, DVM, CVPM, CVA 178

3.6 Continuing Education Benefits, Karen E. Felsted, CPA, MS, DVM, CVPM, CVA 180

3.7 Effective Staff Recruitment, Robin Brogdon, MA 182

3.8 Screening Potential Hires, Randy Hall 186

3.9 Staff Orientation (Onboarding and Integration), Ryane E. Englar, DVM, DABVP (Canine and Feline Practice) 190

3.10 Staff Training, Karyn Gavzer, MBA, CVPM 192

3.11 Structured On-the-Job Training, Joel Gendelman, Ed.D. and Louise S. Dunn 194

3.12 It’s Not Your Job … It’s Your Responsibility, Peter Weinstein, DVM, MBA 196

3.13 Leveraging Staff, Heather Prendergast, RVT, CVPM, SPHR 200

3.14 Staff Development, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 202

3.15 Engaging Staff, Robin Brogdon, MA 204

3.16 Effective Coaching for the Exam Room, Mary Ann Vande Linde, DVM 206

3.17 Mentoring, Kurt A. Oster, MS SPHR, SHRM-SCP 210

3.18 Staff Scheduling Options, Kurt A. Oster, MS SPHR, SHRM-SCP 212

3.19 Staff Performance Evaluations, Shawn G. McVey, MA, MSW 216

3.20 Staff Turnover and Retention, Lorraine Monheiser List, CPA, CVA 218

3.21 Employee Manuals, Katherine Dobbs, RVT, CVPM, PHR 222

3.22 Measuring Your Human Resource (HR) Performance, Karen E. Felsted, CPA,MS, DVM, CVPM, CVA 224

3.23 Office Politics, Karyn Gavzer, MBA, CVPM 226

3.24 Conflict Resolution, Karyn Gavzer, MBA, CVPM 228

3.25 Dealing with Difficult Employees, Angela Schneider, CVT, CVPM 230

3.26 Effective Disciplinary Protocols, Heather Prendergast, RVT, CVPM, SPHR 232

3.27 Personnel Records, Katherine Dobbs, RVT, CVPM, PHR 234

3.28 Terminating Staff, Randy Hall 236

Section 4 Client Relationship Management 239

4.1 The Basics of Client Service, Amanda L. Donnelly, DVM, MBA 240

4.2 Client Service Strategies, Randy Hall 244

4.3 Exceptional Client Service, Robin Brogdon, MA 248

4.4 What Clients Expect from Their Veterinarian, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 250

4.5 Meeting the Needs of Pet Parents, Robin Brogdon, MA 252

4.6 Client Perception and Learning, Dallas McMillan, BVSc, BSc (Vet) 254

4.7 The Client’s Buying Journey, Robert Sanchez 258

4.8 Pet-Specific Care, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 260

4.9 Lifelong Excellence in Healthcare, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 264

4.10 Personalized Pet Profiles, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 268

4.11 Compliance and Adherence, Karyn Gavzer, MBA, CVPM 272

4.12 Creating a Client-Centered Hospital, Nan Boss, DVM 276

4.13 Creating a Feline-Friendly Focus and Facility, Jane Brunt, DVM 280

4.14 Developing a Fear Free Hospital, Heather Prendergast, RVT, CVPM, SPHR 284

4.15 Client Appointment Scheduling, Kurt A. Oster, MS, SPHR, SHRM-SCP 288

4.16 Client Reminders Systems, Justin Phillips 290

4.17 Maintaining Regular Client Contact, Robin Brogdon, MA 292

4.18 Telephone Service Management, Karyn Gavzer, MBA, CVPM 294

4.19 Measuring Client Satisfaction, Justin Phillips 296

4.20 Client Rewards Programs, Diederik Gelderman, BVSc, MVS, MT-NL, TAE Cert IV 300

4.21 Client Retention, Kurt A. Oster, MS, SPHR, SHRM-SCP 302

4.22 High-Touch and High-Tech Customer Service, Nan Boss, DVM 306

4.23 The Extended Hospital Team: Making Referrals Work, Amanda L. Donnelly, DVM, MBA 308

4.24 Telehealth, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 310

Section 5 Communication 313

5.1 Effective Client Communication, James P. Humphries, DVM, CVJ 314

5.2 Identifying Client Communication Styles, Angela Schneider, CVT, CVPM 316

5.3 Speaking as a Professional, Kathleen A. Bonvicini, MPH, EdD 318

5.4 Making Clear Client Recommendations, Mary Ann Vande Linde, DVM 320

5.5 Translating Medicalese, Kathleen A. Bonvicini, MPH, EdD 324

5.6 Shared Decision-Making, Kathleen A. Bonvicini, MPH, EdD 328

5.7 Posing Client Questions Effectively: Open-Ended Inquiry, Mary Ann Vande Linde, DVM 330

5.8 Reflective Listening, Kathleen A. Bonvicini, MPH, EdD 334

5.9 Nonverbal Communication, Kathleen A. Bonvicini, MPH, EdD 338

5.10 Empathy, Diederik Gelderman, BVSc, MVS, MT-NLP, TAE Cert IV 340

5.11 Harnessing the Power of Negativity, Bernadine Cruz, DVM, CVJ 342

5.12 Discussing Pet-Specific Care, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 344

5.13 Discussing Finances, Lorraine Monheiser List, CPA, CVA 348

5.14 Discussing Behavior, Gary Landsberg, DVM, MRCVS, DACVB, DECAWBM and Jacqui Ley, BVSc (Hons), PhD, DECAWBM, FANZCVS (Veterinary Behaviour) 350

5.15 Discussing Diet and Nutrition, Sean J. Delaney, DVM, MS, DACVN 354

5.16 Discussing Oral Health, Heidi B. Lobprise, DVM, DAVDC 356

5.17 Discussing Pain Management, Andrea Looney, DVM, DACVA, DACVSMR 358

5.18 Discussing Anesthetic Risk, Ryane E. Englar, DVM, DABVP (Canine and Feline Practice) 362

5.19 Giving and Receiving Feedback, Diederik Gelderman, BVSc, MVS, MT-NLP, TAE Cert IV 366

5.20 Delivering Bad News, Kathleen A. Bonvicini, MPH, EdD 368

5.21 Dealing with an Angry Client, Ryane E. Englar, DVM, DABVP (Canine and Feline Practice) 372

5.22 Discussing Quality of Life and End of Life Issues, Shea Cox, DVM, CVPP, CHPV, CPLP 374

5.23 Dealing with a Grieving Client, Katherine Dobbs, RVT, CVPM, PHR 376

5.24 Dealing with a Crisis, Linda Wasche, MBA, MA 378

Section 6 Marketing Management 381

6.1 The Big Picture: Marketing, Advertising, Promotion, and Public Relations, Rebecca Hart, APR 382

6.2 Giving Clients What They Want Most, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 384

6.3 Better Meeting the Needs of Existing Clients (Internal Marketing), Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 388

6.4 Attracting New Clients (External Marketing), Robin Brogdon, MA 392

6.5 Defining Marketplace Opportunities, Linda Wasche, MBA, MA 394

6.6 Marketing Plan, Amanda L. Donnelly, DVM, MBA 396

6.7 Basic Tools of Marketing, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 398

6.8 Demographic Assessment, David F. McCormick, MS, CVA 400

6.9 Client and Patient Segmentation, Linda Wasche, MBA, MA 402

6.10 Target Marketing and Targeted Client Outreach, Linda Wasche, MBA, MA 406

6.11 Push versus Pull Marketing, Linda Wasche, MBA, MA 408

6.12 Practice Positioning, Linda Wasche, MBA, MA 410

6.13 Branding, Dallas McMillan, BVSc, BSc (Vet) 412

6.14 Emotional Branding, Katie Addlestone, BA, MA, CIM 414

6.15 Practice Differentiation, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 416

6.16 Internal Team Marketing, Heather Prendergast, RVT, CVPM, SPHR 418

6.17 Professional Promotion and Publicity, James P. Humphries, DVM, CVJ 420

6.18 Client Education Tools, Katie Addlestone, BA, MA, CIM. 422

6.19 Paid Advertising, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 426

6.20 Personalized Marketing, Justin Phillips 428

6.21 Client Focus Groups, Justin Phillips 430

6.22 Outbound Telephone Calls, Karyn Gavzer, MBA, CVPM 434

6.23 Measuring Marketing Performance, Rebecca Hart, APR 436

6.24 Dealing with the Media, James P. Humphries, DVM, CVJ 438

Section 7 Financial Management 441

7.1 Time Value of Money, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 442

7.2 Financial Statements, Lorraine Monheiser List, CPA, CVA 444

7.3 Measures of Liquidity, Solvency, and Profitability, Marsha L. Heinke, DVM, EA, CPA, CVPM 448

7.4 Getting the Most Out of Your Accounting Professional, Mark J. McGaunn, CPA/PFS, CFP^® 454

7.5 Analyzing Client Transactions, Karen E. Felsted, CPA, MS, DVM, CVPM, CVA 456

7.6 Benchmarking, Kurt A. Oster, MS, SPHR, SHRM-SCP 458

7.7 Data You Should Be Reviewing Regularly, Karen E. Felsted, CPA, MS, DVM, CVPM, CVA 460

7.8 Key Performance Indicators, Leslie A. Mamalis, MBA, MSIT, CVA 462

7.9 Making Valid Comparisons Between Practices and Services, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 466

7.10 Compensating Owners in Multi-Owner Practices, Leslie A. Mamalis, MBA, MSIT, CVA 468

7.11 Understanding Practice Profitability, Karen E. Felsted, CPA, MS, DVM, CVPM, CVA 470

7.12 Pricing Strategies, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 474

7.13 Breakeven Analysis, Karen E. Felsted, CPA, MS, DVM, CVPM, CVA 478

7.14 Activity-Based Costing and Cost Allocation, Elizabeth Bellavance, DVM, MBA, CEPA 480

7.15 Internal Accounting Controls, Mark J. McGaunn, CPA/PFS, CFP^® 484

7.16 Return on Investment from Practice Ownership, Karen E. Felsted, CPA, MS, DVM, CVPM, CVA 486

7.17 Perquisites (Perks) of Practice Ownership, Elise M. Lacher, CPA 488

7.18 Forgotten Costs of Doing Business in a Veterinary Hospital, Karen E. Felsted, CPA, MS, DVM, CVPM, CVA 490

7.19 Capitalization and Depreciation, Mark J. McGaunn, CPA/PFS, CFP^® 492

7.20 Accounting Closing Processes, Mark J. McGaunn, CPA/PFS, CFP^® 494

7.21 Tax Planning, Mark J. McGaunn, CPA/PFS, CFP^® 496

7.22 Employee Stock Ownership Plan (ESOP), Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 500

7.23 Buying a Practice, David F. McCormick, MS, CVA 502

7.24 Buying into a Practice as a Partner, David F. McCormick, MS, CVA 506

7.25 Practice Sales: Planning, Structure, and Methods to Minimize Taxes, Gary L. Ackerman, DVM 508

7.26 Planning for the Sale of a Practice, David F. McCormick, MS, CVA and Larry F. McCormick, DVM, MBA, CBA 512

7.27 Selling to a Corporate Entity, Karl Salzsieder, DVM, JD, CVA 516

Section 8 Cash Management 519

8.1 Revenue Streams in Veterinary Practice, Karen E. Felsted, CPA, MS, DVM, CVPM, CVA 520

8.2 Revenue Budgets and Forecasts, Kurt A. Oster, MS, SPHR, SHRM-SCP 524

8.3 Increasing the Top Line in Practice, Elizabeth Bellavance, DVM, MBA, CEPA 526

8.4 Expenses in Veterinary Practice, Karen E. Felsted, CPA,MS, DVM, CVPM, CVA 528

8.5 Managing General and Administrative Expenses, Marsha L. Heinke, DVM, EA, CPA, CVPM 530

8.6 Improving the Bottom Line (Profit) in Practice, Jon C. Dittrich, BSIM, MBA 534

8.7 Payroll Management, Kurt A. Oster, MS, SPHR, SHRM-SCP 536

8.8 Ordering Inventory Economically, Angela Schneider, CVT, CVPM and Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 538

8.9 Accounts Receivable Issues, Elise M. Lacher, CPA 540

8.10 Getting Paid for Services Rendered, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 542

8.11 Pet Health Insurance, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 544

8.12 Payment (Wellness) Plans, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 548

8.13 Third-Party Financing, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 550

8.14 Digital Wallets, Peter Alberti, BSBA 552

8.15 Cryptocurrencies, Justin Phillips 554

8.16 Credit and Collections, Amanda L. Donnelly, DVM, MBA 556

8.17 Discounting, Jon C. Dittrich, BSIM, MBA 558

8.18 Practice Reinvestment, James E. Guenther, DVM, MBA, MHA, CVPM, CEPA, CM&AA 560

8.19 Borrowing Money, Marsha L. Heinke, DVM, EA, CPA, CVPM 564

8.20 Buying versus Leasing, Elise M. Lacher, CPA 568

8.21 Controlling Cash Flow: Budgeting, Mark J. McGaunn, CPA/PFS, CFP^® 570

8.22 The Electronic Funds Transfer Payment Process, Mark J. McGaunn, CPA/PFS, CFP^® 574

8.23 Value-Added Tax and Goods and Services Tax, Peter Alberti, BSBA 576

8.24 Cash Control: Preventing Embezzlement, Elise M. Lacher, CPA 578

Section 9 Operations Management 581

9.1 Medical Records and Patient Documentation, Karl Salzsieder, DVM, JD, CVA 582

9.2 Patient and Procedure Logs, Kurt A. Oster, MS, SPHR, SHRM-SCP 584

9.3 Standards of Care and Care Pathways, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 586

9.4 Continuity of Care, Kurt A. Oster, MS, SPHR, SHRM-SCP 594

9.5 Profit Centers, Lorraine Monheiser List, CPA, CVA 596

9.6 Value-Added Analysis, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 600

9.7 Continuous Quality Improvement, Elizabeth Bellavance, DVM, MBA, CEPA 602

9.8 Digital Imaging Systems in Practice, Ryan King, DVM, DACVR 604

9.9 Laboratory Considerations, Kara M. Burns, MS, MEd, LVT, VTS (Nutrition) 606

9.10 Medical Equipment and Fixtures, James E. Guenther, DVM, MBA, MHA, CVPM, CEPA, CM&AA 608

9.11 Effective Inventory Management, Angela Schneider, CVT, CVPM 610

9.12 Inventory Management: Nutritional Products, Sean J. Delaney, DVM, MS, DACVN 614

9.13 Medication Dispensing, Compounding, and Prescribing Practices, Angela Schneider, CVT, CVPM 616

9.14 Medication Dispensing, Compounding, and Prescribing: Legal Considerations, Adam P. Karp, MS, JD 620

9.15 Pharmacy Management as a Profit Center, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 622

9.16 Retail Sales: The Art and the Science, Angela Schneider, CVT, CVPM 624

9.17 Veterinary Feed Directives, Lance M. Roasa, DVM, MS, JD 626

9.18 Adding Emergency Services, Brian Cassell, DVM 628

9.19 Integration of Hospice and Palliative Care into Practice, Shea Cox, DVM, CVPP, CHPV, CPLP 632

9.20 Kennel Management as a Profit Center, Mark J. McGaunn, CPA/PFS, CFP^® 636

9.21 Waste Management, Heather E. Lewis, AIA, NCARB 638

Section 10 Information Technology 641

10.1 Information Technology in Veterinary Medicine, Robert Sanchez 642

10.2 Selecting Computer Hardware, Eric D. Garcia 644

10.3 Selecting Computer Software, Kurt A. Oster, MS, SPHR, SHRM-SCP 646

10.4 Selecting Financial/Accounting Software, Leslie A. Mamalis, MBA, MSIT, CVA 650

10.5 Cloud-Based Solutions, Eric D. Garcia 652

10.6 Keeping Technology in Perspective, Robert Sanchez 654

10.7 Information Security: Backing Up and Archiving Your System, Eric D. Garcia 656

10.8 Cybersecurity and Network Security, Eric D. Garcia 658

10.9 Blockchain, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 660

10.10 Paperless Practice, Debbie Boone, BS, CVPM 662

10.11 Electronic Communication: E-mail and Texting, Eric D. Garcia 664

10.12 Digital Marketing Strategies, Eric D. Garcia 668

10.13 Websites, Kelly Baltzell, MA 672

10.14 Search Engine Optimization, Kelly Baltzell, MA 674

10.15 Paid Online Advertising, Kelly Baltzell, MA 676

10.16 Social Media, Eric D. Garcia 678

10.17 Mobile Applications, Eric D. Garcia 682

10.18 Patient Portals, Eric D. Garcia 684

10.19 Protecting and Defending Your Online Reputation, Eric D. Garcia 686

10.20 Measuring Performance of Digital Media Campaigns, Eric D. Garcia 688

10.21 Technology: Redefining the Client Visit, Eric D. Garcia 690

10.22 Online Retail: Making it Work, Eric D. Garcia 696

10.23 Virtual Team Training, Joel Gendelman, Ed.D and Louise S. Dunn 698

10.24 Internet Use Policy, David D. Barbee, DVM, MS, DACVR 702

10.25 Digital Communication Policies for Staff, Eric D. Garcia 704

Section 11 Facility Management, Design and Construction 707

11.1 Contemplating Practice Ownership: Getting Started, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 708

11.2 Building, Buying, or Leasing? Bryan M. King, AIA, NCARB 710

11.3 Asset Ownership, Elise M. Lacher, CPA 712

11.4 Financing Basics, Elise M. Lacher, CPA 714

11.5 Selecting a Site, Tony L. Cochrane, AIA 716

11.6 How Large Should a Clinic Be? Tony L. Cochrane, AIA 718

11.7 The Construction Process and Working with Architects, Bryan M. King, AIA, NCARB 720

11.8 Zoning and Permitting, Tony L. Cochrane, AIA 722

11.9 Managing Construction Costs, Bryan M. King, AIA, NCARB 724

11.10 Practice Renovations, Vicki J. Pollard, AIA, NCARB, CVT 728

11.11 Leasehold Improvements, Tony L. Cochrane, AIA 730

11.12 Designing with the Patient in Mind, Heather E. Lewis, AIA, NCARB 732

11.13 Client/Patient Flow, Tony L. Cochrane, AIA 734

11.14 Integrating Technology, Bryan M. King, AIA, NCARB 738

11.15 Noise and Odor Control, Heather E. Lewis, AIA, NCARB 742

11.16 Heating, Ventilation, and Air Conditioning, Heather E. Lewis, AIA, NCARB 746

11.17 Flooring, Bryan M. King, AIA, NCARB 748

11.18 Sustainable Design for Veterinary Practices, Heather E. Lewis, AIA, NCARB 752

11.19 Referral and Emergency Facilities, Vicki J. Pollard, AIA, NCARB, CVT 754

11.20 Pet Boarding and Luxury Accommodations, Vicki J. Pollard, AIA, NCARB, CVT 758

11.21 Large Animal Facilities, Heather E. Lewis, AIA, NCARB 760

Section 12 Practice Safety 763

12.1 Basics of Meeting Practice Safety Requirements, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 764

12.2 Practice Safety Needs, Philip J. Seibert, Jr., CVT 768

12.3 Client Safety, Betsy Choder, BS, MS, JD 770

12.4 Animal-Related Injuries at the Workplace, Betsy Choder, BS, MS, JD 772

12.5 Security Issues for Hospital and Staff, Bryan M. King, AIA, NCARB 776

12.6 Developing and Implementing a Safety Plan, Philip J. Seibert, Jr., CVT 778

12.7 Hospital Safety Manual, Philip J. Seibert, Jr., CVT 780

12.8 Radiation Safety, Ryan King, DVM, DACVR 782

12.9 Work-Related Accidents and Workers’ Compensation, Betsy Choder, BS, MS, JD 784

12.10 Emergency Preparedness, Cheryl L. Eia, JD, DVM, MPH 786

12.11 Emergency Plans, Philip J. Seibert, Jr., CVT 792

12.12 Controlled Substances, Karl Salzsieder, DVM, JD, CVA 796

12.13 Adverse Drug Event Reporting and Pharmacovigilance, Sharon L. Campbell, DVM, MS, DACVIM 800

12.14 Suicide in the Veterinary Profession, Brandon Hess, CVPM, CCFP 804

Section 13 Legal Issues 807

13.1 Veterinary Practice Legal Needs and Dealing with Attorneys, Karl Salzsieder, DVM, JD, CVA and John F. Scott, DVM, JD 808

13.2 Informed Consent, John F. Scott, DVM, JD 810

13.3 Malpractice, John F. Scott, DVM, JD 812

13.4 Unprofessional Conduct, Karl Salzsieder, DVM, JD, CVA 814

13.5 Privacy Policy and Confidentiality, Lance M. Roasa DVM, MS, JD 816

13.6 Identity Theft Prevention Programs, Betsy Choder, BS, MS, JD 818

13.7 Employment Contracts, Karl Salzsieder, DVM, JD, CVA 822

13.8 Partnership Agreements, Stephen W. Cavanaugh, JD 824

13.9 Buy/Sell Agreements, Karl Salzsieder, DVM, JD, CVA 826

13.10 Employees versus Independent Contractors, Lance M. Roasa DVM, MS, JD 828

13.11 Noncompetition, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 830

13.12 Legal Duty to Refer, Betsy Choder, BS, MS, JD 832

13.13 Extralabel Drug Use, Sharon L. Campbell, DVM, MS, DACVIM 834

13.14 Disability Law, Karl Salzsieder, DVM, JD, CVA 836

13.15 Workplace Harassment, Heather Prendergast, RVT, CVPM, SPHR 838

13.16 Fair Labor Standards Act, Heather Prendergast, RVT, CVPM, SPHR 840

13.17 Employment Legalities: Bias, Betsy Choder, BS, MS, JD 844

13.18 Accommodating Employees with Disabilities, Betsy Choder, BS, MS, JD 846

13.19 Ownership versus Guardianship, Lance M. Roasa DVM, MS, JD 848

13.20 Pet Trusts and Wills, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 852

13.21 Animal Abandonment, Adam P. Karp, MS, JD 854

13.22 Animal Cruelty, Adam P. Karp, MS, JD 856

Section 14 Planning and Decision Making 859

14.1 Career Planning, Stacy Pursell, CPC/CERS 860

14.2 Professional Development Plans, Stacy Pursell, CPC/CERS 862

14.3 Résumé and Cover Letter, Stacy Pursell, CPC/CERS 864

14.4 Curriculum Vitae, Stacy Pursell, CPC/CERS 868

14.5 Strategic Planning and Implementation, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 870

14.6 Identifying and Solving Practice Problems, James E. Guenther, DVM, MBA, MHA, CVPM, CEPA, CM&AA 874

14.7 Time Management, Heather Prendergast, RVT, CVPM, SPHR 878

14.8 Keeping up with the Pace of Change, Robin Brogdon, MA 880

14.9 Mission and Vision Statements, Jon C. Dittrich, BSIM, MBA 882

14.10 Business Plans, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 884

14.11 Business Entity Structures, Mark J. McGaunn, CPA/PFS, CFP^® 886

14.12 Fractional Practice Ownership, Leslie A. Mamalis, MBA, MSIT, CVA 890

14.13 Determining a Practice’s Worth, Elizabeth Bellavance, DVM, MBA, CEPA and Leslie A. Mamalis, MBA, MSIT, CVA 892

14.14 The Valuation Process, Leslie A. Mamalis, MBA, MSIT, CVA 896

14.15 Practice Value Rules of Thumb, Leslie A. Mamalis, MBA, MSIT, CVA 900

14.16 From Associate to Owner: Beyond the Money, Peter Weinstein, DVM, MBA 902

14.17 Managers as Practice Owners, Leslie A. Mamalis, MBA, MSIT, CVA 904

14.18 Risk Management Issues, Mark J. McGaunn, CPA/PFS, CFP^® 906

14.19 Debt Management, Elise M. Lacher, CPA 908

14.20 Business Contingency Planning, Cheryl L. Eia, JD, DVM, MPH 910

14.21 Succession Planning, David F. McCormick, MS, CVA and Larry F. McCormick, DVM, MBA, CBA 914

14.22 Gifting Practice Ownership, Mark J. McGaunn, CPA/PFS, CFP^® 918

14.23 Retirement Planning, Mark J. McGaunn, CPA/PFS, CFP^® 920

14.24 Your Next Career (Reinventing Yourself), Louise S. Dunn 922

Section 15 Appendices 927

15.1 Finding More Information on Practice Management Topics, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 928

15.2 Sample Cover Letter and Résumé, Stacy Pursell, CPC/CERS 930

15.3 Sample Curriculum Vitae, Stacy Pursell, CPC/CERS 933

15.4 Sample Business Plan, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 935

15.5 Sample Marketing Plan, Amanda L. Donnelly, DVM, MBA 939

Abbreviations 940

Glossary 943

Index 977