Today's Veterinary Business

DEC-JAN 2017

Today’s Veterinary Business provides information and resources designed to help veterinarians and office management improve the financial performance of their practices, allowing them to increase the level of patient care and client service.

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44 Today's Veterinary Business Leadership Surgery and anesthesia top the list of procedures that require our best effort in communication. Whether their pet is admitted for a routine spay/neuter, a dental or major surgery, we must provide clients with as much information as possible throughout the process. Beforehand Communicating the treatment plan is the first step in making sure a client understands the recommendations and why they are important. Treatment plans should be communicated in such a way that the client understands all the options and is able to make an informed decision to proceed. Avoid vet speak. This is partic- ularly important when the treat- ment plan includes diagnostics and medications. Take the time to explain all aspects to clients and allow them to ask questions. All foreseeable charges should be explained and accepted before the procedure is scheduled. Clearly communicate your preanesthetic diagnostics, an- esthetic monitoring protocols, pain-control protocols, hospitaliza- tion and nursing care. The time you spend doing this will be what sets you apart from the competition. If preanesthetic lab work is required, collect the sample then so that the client will not have to make an extra trip before the surgery. Veterinary technicians play a vital role in providing clients and patients with the ultimate surgery room experience. In fact, every employee who has contact with the client or the patient should understand what is involved from first touch to last. Leadership GETTING TECHNICAL By Sandy Walsh, RVT, CVPM Top-notch communication and protocols will wow clients and ensure the best possible care of their pets. Make surgery an exceptional experience

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