Libro Veterinary Office Practices de Judah, Vicki

Tabla de Contenidos del libro

Preface

Part 1 The Veterinary Office

(72)

Chapter 1 Introduction to Veterinary Practice

(12)

Objectives

(1)

Key Terms

(1)

Introduction

(1)

Staffing the Practice

(3)

The Role of the Veterinary Staff in Practice Management

(4)

Orientation

(3)

Cross-Training

(1)

Office Policies and Procedures

(1)

Summary

(1)

Scenario

(1)

Review

(1)

Online Resources

(1)

Chapter 2 Care and Maintenance of the Veterinary Practice Facility

(20)

Objectives

(1)

Key Terms

(1)

Introduction

(1)

Maintaining a Safe Facility

(9)

Housekeeping and General Cleaning

(5)

Safety Hazards

(1)

Preventing Accidental Injury

(2)

Controlling Infection and Spread of Disease

(1)

Osha Guidelines

(2)

Right-to-Know Station

(1)

Office Equipment and Maintenance

(2)

Repairs and Troubleshooting

(2)

Materials and Supplies

(3)

Want Lists

(1)

Inventory Management

(2)

Summary

(1)

Scenario

(1)

Review

(1)

Online Resources

(2)

Chapter 3 Front Office and Receptionist Duties

(28)

Objectives

(1)

Key Terms

(1)

Introduction

(1)

Record Keeping

(15)

Purpose of Medical Records

(3)

Creating Medical Records

(1)

Organizing Medical Records

(2)

Maintaining, Retaining, Purging, and Releasing Medical Records

(5)

Business Records and Logbooks

(4)

Filing

(2)

Filing Equipment and Supplies

(1)

Filing Systems

(2)

Making Filing Efficient

(1)

Admissions and Discharges

(4)

Admitting a Patient

(1)

Discharging a Patient

(2)

Forms and Certificates

(1)

Screening and Processing Mail

(2)

Incoming Mail

(1)

Outgoing Mail

(1)

Handling Mail Problems

(1)

Summary

(1)

Scenario

(1)

Review

(1)

Online Resources

(2)

Chapter 4 Computers

(10)

Objectives

(1)

Key Terms

(1)

Introduction

(1)

Computer Components

(1)

Veterinary Software

(1)

Commonly Used Programs

(1)

Computer Networks

(2)

The Veterinary Practice Web Site

(1)

Summary

(1)

Scenario

(1)

Review

(1)

Online Resources

(2)

Part 2 Communication and Professional Growth

(88)

Chapter 5 Interpersonal Communication

(30)

Objectives

(1)

Key Terms

(1)

Introduction

(1)

The Communication Process

(1)

Traits for Positive Interpersonal Relations

(3)

Interacting with Clients and Co-Workers

(11)

Speaking with Clients

(1)

Listening

(1)

Observing

(2)

Paraphrasing

(2)

Showing Respect

(1)

Telephone Manners

(1)

Your Body Language

(2)

Handling Angry Clients

(1)

Veterinary Team Communication

(4)

Discrimination

(1)

Improving Your Speech

(5)

Volume, Pitch, and Tone

(1)

Enunciation and Pronunciation

(2)

Additional Tips

100

(1)

Summary

101

(1)

Scenario

101

(1)

Review

102

(1)

Online Resources

103

(2)

Chapter 6 Interacting with Clients

105

(36)

Objectives

105

(1)

Key Terms

105

(1)

Introduction

106

(1)

Telephone Management

106

(12)

The Telephone Personality

106

(2)

Screening Calls

108

(3)

Making Appointments over the Phone

111

(1)

Taking Messages

111

(1)

Coordinating Calls

112

(3)

Outgoing Calls

115

(1)

Collection Calls

115

(2)

Off-Hours Phone Coverage

117

(1)

Making Appointments

118

(1)

Scheduling Appointments

118

(1)

Types of Scheduling

118

(1)

Reminders

119

(4)

The Appointment Book

119

(3)

Organizing Appointments

122

(1)

Scheduling House Calls

123

(1)

Greeting Clients

123

(6)

First Impressions

124

(2)

Professional Appearance

126

(1)

Interpersonal Behavior

127

(1)

Handling Delays

128

(1)

Euthanasia

129

(5)

Common Client Concerns

130

(1)

Scheduling the Appointment

131

(1)

Grief

132

(2)

Summary

134

(1)

Scenario

134

(1)

Review

135

(5)

Online Resources

140

(1)

Chapter 7 Stress

141

(12)

Objectives

141

(1)

Key Terms

141

(1)

Introduction

142

(1)

What Is Stress?

142

(1)

Causes of Stress on the Job

142

(2)

Burnout

144

(1)

Coping with Stress

144

(5)

Coping Strategies

144

(1)

Defense Mechanisms

145

(2)

Time Management

147

(2)

Summary

149

(1)

Scenario

149

(1)

Review

150

(1)

Online Resources

151

(2)

Chapter 8 Ethics

153

(8)

Objectives

153

(1)

Key Terms

153

(1)

Introduction

154

(1)

Putting the Needs of the Patient First

154

(1)

Right to Choose Clients and Patients

155

(1)

Emergency Care

155

(1)

Obeying the Laws

155

(1)

Misrepresentation

156

(1)

Lending Credibility to the Illegal Practice of Veterinary Medicine

156

(1)

Responsibility to the Veterinary Profession

156

(1)

Duty to the Veterinary Image

156

(1)

Duty to Professional Colleagues

157

(1)

Enhancing and Improving Veterinary Knowledge and Skills

157

(1)

Duty to Society

157

(1)

Confidentiality

157

(1)

Maintaining a Clean Mind, Body, and Spirit

157

(1)

The Veterinarian-Client-Patient Relationship

158

(1)

Prescriptions

158

(1)

Termination of the VCPR

158

(1)

Summary

159

(1)

Scenario

159

(1)

Review

160

(1)

Online Resources

160

(1)

Part 3 Financial Matters

161

(22)

Chapter 9 Fee Collection Procedures, Billing, and Payroll

163

(20)

Objectives

163

(1)

Key Terms

163

(1)

Introduction

164

(1)

Fee Collection Procedures

164

(8)

Understanding Veterinary Fees

165

(1)

The Costs Behind the Fees

165

(1)

Payment Planning

166

(5)

Adjusting or Canceling Fees

171

(1)

Billing Clients

172

(4)

Sending Statements

173

(1)

Collecting Past Due Accounts

173

(2)

Forced Collection

175

(1)

Payroll Accounting

176

(4)

Form 1-9

176

(1)

Employee Compensation

176

(1)

Taxes Withheld

177

(3)

Unemployment Insurance

180

(1)

Summary

180

(1)

Scenario

180

(1)

Review

181

(1)

Online Resources

181

(2)

Glossary

183

(5)

Bibliography

188

(1)

Index

189

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Veterinary Office Practices

por Judah, Vicki