PDF How We Do Things Here: Developing and Teaching Office-Wide Protocols

Train your entire staff together on issues that affect everyone with this resource from AAHA Press. Most practice managers train individual staff members on their duties as they are hired, but often don’t address issues that affect the whole staff, stopping short of complete training. These easy-to-implement weekly, biweekly, or monthly staff training meeting guides teach all new staff members office-wide protocols so everyone, from the receptionists to the veterinary technicians, know, for example, how much the practice charges for X-rays and why. This manual can be modified to fit existing protocols or can be used to develop new ones. Save time and create consistency with How We Do Things Here: Developing and Teaching Office-Wide Protocols.

How We Do Things Here features:

Basic and advanced quizzes for your whole staff and your technical team

Separate keys and quizzes, for the trainer and the trainee

Instructions and introductions for the trainer and the trainee

About the Author

Nan Boss, DVM, is the author of The Client Education Notebook: Customized Client Education Materials to Use in Your Own Practice and Educating Your Clients from A to Z. She is active in several veterinary organizations and speaks for veterinary groups on client-education topics, team training and development, conflict resolution, medical recordkeeping, and wellness program development.

PDF with editable documents, AAHA Press

Module 1. Anatomy, Examinations, Common Diseases, and Problems
Lesson 1. Parts of the Body
Lesson 2. Examinations
Lesson 3. Common Tests and Procedures
Lesson 4. Common Medical Problems
Lesson 5. Common Skin and Ear Problems
Lesson 6. Osteoarthritis
Suggested Reading

Module 2. Vaccinations
Lesson 1. Canine Vaccines (Part One)
Lesson 2. Canine Vaccines (Part Two)
Lesson 3. Feline Vaccines (Part One)
Lesson 4. Feline Vaccines (Part Two)
Lesson 5. Vaccine Protocols
Suggested Reading

Module 3. Parasites
Lesson 1. Intestinal Parasites
Lesson 2. Heartworm
Lesson 3. Fleas
Lesson 4. Ticks
Lesson 5. Other Parasites
Suggested Reading

Module 4. Dentistry, Radiology, and Surgery
Lesson 1. Spay and Neuter Surgery Protocols
Lesson 2. Elective Surgery
Lesson 3. Hospital Policies and Procedures
Lesson 4. Dentistry
Lesson 5. Radiology
Lesson 6. Anesthesia and Anesthetic Safety
Suggested Reading

Module 5. Laboratory and Pharmacy
Lesson 1. Stool and Urine
Lesson 2. Laboratory Procedures
Lesson 3. Pharmacy (Part One)
Lesson 4. Pharmacy (Part Two)
Suggested Reading

Module 6. Ill Pets and Hospitalization
Lesson 1. In-patient Logistics
Lesson 2. Common In-patient Problems
Suggested Reading

Module 7. Outpatient, Exam Room, and Front Desk
Lesson 1. The Client Visit
Lesson 2. Puppy and Kitten Visits
Lesson 3. Common Situations
Lesson 4. Stocking and Supplies
Suggested Reading

Module 8. Behavior, Handling, and Safety
Lesson 1. Staff and Client Safety
Lesson 2. Restraint in Dogs
Lesson 3. Restraint in Cats and Exotics
Suggested Reading

Module 9. Nutrition
Lesson 1. Food Types and Recommendations
Lesson 2. Common Questions about Nutrition
Suggested Reading

Module 10. Client Communication and Scheduling
Lesson 1. Phone Calls
Lesson 2. Appointment Scheduling Basics
Lesson 3. Scheduling Outpatient Appointments
Lesson 4. Scheduling In-patient Appointments
Lesson 5. Euthanasia Appointments
Lesson 6. Client Communication and Service
Lesson 7. Compliance
Suggested Reading

Module 11. Business and Communication
Lesson 1. Prices and Policies for Payment
Lesson 2. Practice Management
Lesson 3. Building Maintenance and Practice Operations
Lesson 4. Office Supplies
Lesson 5. Medical Records
Lesson 6. Practice Philosophy
Lesson 7. Human Resources
Suggested Reading

References