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E-Book - Veterinary Practice Management

E-Book - Veterinary Practice Management

Maggie Shilcock | Georgina Stutchfield

(2008)

Additional Information

Book Details

Abstract

Veterinary Practice Management provides all the practical tips for managing and improving the financial performance of a veterinary practice. Mandatory reading for all owners and veterinary practice managers, it also proves indispensable for commercial veterinary companies and independent outlets alike as well as for all members of the veterinary practice team and representatives who visit veterinary practice managers.

  • Helps the new manager whether from a veterinary background or elsewhere
  • Includes issues around staff recruitment and training, recommending specific pet insurance to clients, new RCVS standards, RCVS Code of Professional Conduct and Medicines Regulations
  • Contains new information on energy and environmental waste management both essential to modern practices
  • Relates theory to practice through practical advice and top tips
  • Provides essential reading for all those taking practice management examinations or continuing professional development courses

Table of Contents

Section Title Page Action Price
Front Cover Cover
Veterinary Practice Management: A Practical Guide iii
Copyright Page iv
Table of Contents v
Preface ix
Abbreviations xi
Chapter 1. Veterinary Practice – How and Why it is Changing 1
THE TYPES OF VETERINARY PRACTICE 1
OWNERSHIP 4
THE SERVICES 5
THE VETERINARY STAFF 6
EXTERNAL FACTORS AFFECTING CHANGE 7
INTERNAL FACTORS AFFECTING CHANGE 9
Chapter 2. The Management of Veterinary Practices 13
MANAGEMENT OF PRACTICES IN THE TWENTIETH CENTURY 13
THE VETERINARY PRACTICE AS A BUSINESS 14
MANAGEMENT OF PRACTICES IN THE TWENTY-FIRST CENTURY 15
Chapter 3. What is a Veterinary Practice Manager? 19
WHAT IS A VETERINARY PRACTICE MANAGER AND WHAT DO THEY DO? 19
WHERE DO PRACTICE MANAGERS COME FROM? 22
RESISTANCE TO EMPLOYING MANAGERS 22
WHO IS DOING THE MANAGING NOW? 23
DOES YOUR VETERINARY PRACTICE NEED A PRACTICE MANAGER? 25
THE PITFALLS 26
THE CHANGING MANAGEMENT STRUCTURE 26
THE CHANGING ROLE OF THE PRACTICE MANAGER 27
WELL, WHO SHOULD DO THE MANAGING? 27
Chapter 4. Moving into Management – What Makes a Good Manager? 29
THE NEWLY APPOINTED MANAGER 29
THE QUALITIES OF A MANAGER 30
Chapter 5. Managing Yourself 33
MANAGING YOUR JOB 33
MANAGING YOUR TIME 35
YOURSELF 42
Chapter 6. Business Planning 45
WHERE ARE WE NOW? 45
WHERE DO WE WANT TO GO? 49
Chapter 7. Managing Human Resources – The Importance of Staff, Recruitment and Discipline 53
WHY ARE STAFF IMPORTANT? 53
WHAT DO YOU WANT FROM YOUR STAFF? 54
WHAT DO YOUR STAFF WANT FROM YOU? 55
RECRUITMENT 56
DISCIPLINE 66
Chapter 8. Principles of Employment Law 71
DISCRIMINATION 71
WORK AND FAMILIES 73
MATERNITY RIGHTS 73
PATERNITY LEAVE AND ADDITIONAL PATERNITY LEAVE 73
TIME OFF FOR DEPENDANTS 74
PART-TIME WORK 74
FLEXIBLE WORKING 74
HUMAN RIGHTS 74
NATIONAL MINIMUM WAGE 74
WORKING TIME REGULATIONS 75
REDUNDANCY 75
DISMISSAL 75
Chapter 9. Human Resources – Teamwork, Communication and Managing Change 77
TEAMWORK 77
COMMUNICATION 80
MANAGING CHANGE 84
Chapter 10. Human Resources – Training and Appraisals 87
TRAINING 87
APPRAISALS 96
Chapter 11. Client Care 103
WHAT DOES THE CLIENT WANT? 103
HOW TO PROVIDE GOOD CLIENT CARE 104
MEASURING AND MAINTAINING CLIENT CARE 106
DEALING WITH CLIENT COMPLAINTS 108
DEALING WITH DIFFICULT CLIENTS 109
COMPLIANCE 109
EXCELLENCE IN CUSTOMER SERVICE 111
Chapter 12. Sales and Marketing 113
WHAT IS SALES AND MARKETING, AND WHAT’S THE DIFFERENCE? 113
WHY DO WE NEED IT? 114
GENERAL MARKETING PRINCIPLES 115
THE MARKETING PLAN 117
MARKETING OF PRODUCTS 119
MARKETING SERVICES 120
MARKETING THE PRACTICE 121
MARKETING TOOLS 122
Chapter 13. Understanding Financial Accounts 127
WHY HAVE FINANCIAL ACCOUNTS? 127
ACCOUNTING BASICS 128
WHAT IS A PROFIT AND LOSS ACCOUNT? 128
WHAT IS A BALANCE SHEET? 130
INTERPRETING FINANCIAL ACCOUNTS 132
Chapter 14. Management Accounts and Financial Planning 137
MANAGEMENT ACCOUNTS 137
FIGURES DERIVED FROM THE FINANCIAL ACCOUNTS 138
FIGURES DERIVED FROM INCOME ANALYSIS 139
OTHER FIGURES 140
PRODUCING MANAGEMENT REPORTS 140
FINANCIAL MANAGEMENT 141
BUDGETING FOR PROFIT – WILL WE MAKE ANY MONEY? 141
BUDGETING FOR CASH – CAN WE STAY AFLOAT? 143
BUDGETING FOR CAPITAL EXPENSES – CAN WE AFFORD TO BUY? 144
Chapter 15. Stock Management 149
WHERE ARE YOU NOW? 150
WHERE DO YOU WANT TO BE? 151
HOW ARE YOU GOING TO GET THERE? 151
LEGISLATION AND STOCK CONTROL 156
Chapter 16. Pricing of Fees and Products 157
SHOPPED AND NON-SHOPPED ITEMS 158
VALUE FOR MONEY 158
PRICING OF PRODUCTS 158
DISPENSING AND INJECTION FEES 160
FEE SETTING 161
EFFECTS OF CHANGING SELLING PRICE 165
DISCOUNTS 165
SURCHARGES 167
PROBLEMS ARISING FROM PRICES 167
Chapter 17. Information Technology 169
WHAT COMPUTERS CAN DO 169
WHAT COMPUTERS CANNOT DO 170
THE USE OF COMPUTERS IN VETERINARY PRACTICE 170
CHOOSING AND EVALUATING A SYSTEM 174
CONTINGENCIES 177
ASSOCIATED LEGISLATION 180
Chapter 18. Office Management 181
RECORD KEEPING 181
CREDIT CONTROL 183
OFFICE EQUIPMENT 186
TELECOMMUNICATIONS 186
MONITORING OF STAFF 187
Chapter 19. Premises Management 189
BUILDING AND MAINTENANCE WORK 189
SECURITY 190
UTILITIES MANAGEMENT 191
ENVIRONMENTAL AND WASTE MANAGEMENT 193
Chapter 20. Health and Safety 195
WHY BE CONCERNED WITH HEALTH AND SAFETY? 195
HEALTH AND SAFETY LEGISLATION 195
ENFORCING BODIES 196
GETTING TO GRIPS WITH HEALTH AND SAFETY 196
RESPONSIBILITY FOR HEALTH AND SAFETY 197
THE PRACTICE HEALTH AND SAFETY POLICY 197
RISK ASSESSMENTS 198
CONTROL OF SUBSTANCES HAZARDOUS TO HEALTH (COSHH) 203
STAFF TRAINING 205
Chapter 21. Pharmacy and Dispensing 207
DRUG STORAGE AND MANAGEMENT 208
HEALTH AND SAFETY 210
DISPENSING 210
Chapter 22. Statutory and Ethical Aspects of Practice 215
INSURANCES AND PENSIONS 215
TAXES 217
BUSINESS STRUCTURE 218
PROFESSIONAL ETHICS 219
BUSINESS ETHICS 220
Chapter 23. The Future of Practice Management 223
MANAGEMENT TRAINING 223
MANAGEMENT ROLES 224
THE EFFECTIVE USE OF STAFF 224
ADAPTATION TO CHANGE 224
SPECIALIZATION 225
DIVERSIFICATION 225
GROUPS AND CORPORATE PRACTICES 225
VN REGULATION 225
OUT-OF-HOURS AND EMERGENCY CLINICS 225
LARGE-ANIMAL VETERINARY PRACTICE 225
CLINICAL AUDIT AND PRACTICE STANDARDS 225
MRSA 226
DRUG DISPENSING AND INTERNET PHARMACIES 226
THE IMPORTANCE OF STAFF 226
REVIEWING AND REVISING PRACTICE POLICY AND PROCEDURE 226
STRATEGIC PLANNING 226
Appendix: Useful Contacts 227
Index 229