Today's Veterinary Business

JUN 2018

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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55 June/July 2018 • TODAYSVETERINARYBUSINESS.COM Every employee who has con- tact with the client or the patient should have a clear understanding of what is involved from first touch to last. Surgery and anesthesia top the list of procedures that cause the greatest concern for clients and thus require our best effort in communication, both inside and outside of the surgery suite. Whether it is a routine spay, a dental or a major procedure, we owe it to our clients to provide them with as much information as possible throughout the process. Before the Procedure Communicating the treatment plan is the first step in making sure the client understands the recommen- dations and why the procedure or treatment is so important. Explain how the procedure will improve the pet's condition or quality of life. Remember to: • Communicate all options so the client can make an informed decision. • Avoid vet speak. Use terms the client will understand. • Explain the "what" and the "why," and encourage questions. • Outline and explain your pre-anesthetic diagnostics, anesthetic monitoring proto- cols, pain-control protocols, hospitalization and nursing care standards. • Explain charges and obtain client approval before sched- uling the procedure. • Perform pre-procedure diag- nostics or bloodwork while the client and patient are present in order to save time and avoid another visit. • Confirm the procedure date a day or two in advance and give pre-admission instructions. • Prepare for the drop-off. Have the chart ready and any forms printed and ready to sign. • Have someone on the surgery team admit the pet and address any last-minute client questions or concerns. • Obtain current contact information. • Have the receptionist schedule the discharge appointment. During the Procedure Alert the client during the proce- dure if anything changes. Immedi- ate contact is necessary if complica- tions arise or additional services are needed. This is particularly import- ant during dental procedures when extractions are necessary. Obtain authorization before proceeding, and document the conversation. A positive surgery outcome is important for patient care and equally important for client care. How do we achieve a positive experience for both? Through teamwide communication and consistent processes. Leadership GETTING TECHNICAL By Sandy Walsh, RVT, CVPM Keep in mind that clients will never know what went on beneath the incision or within the mouth. They will focus on what they see when they pick up their pet. How the pet looks and feels is critical. So, do this: • Take care when shaving the patient. Hair regrowth can take weeks or months, so make sure the shave is straight, symmetrical and not excessive. This applies to surgical shaves as well as shaves for catheters, pain-control patches and monitoring devices. • Follow the highest standard of care with respect to anesthetic induction and monitoring. • Use a patient warming device during the procedure. The royal treatment Providing an exceptional surgery experience for patients and clients isn't that difficult. Doing it consistently will help you stand out from the crowd.

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