Provides a quick veterinary reference to all things practice management related, with fast access to pertinent details on human resources, financial management, communications, facilities, and more  

Blackwell's Five-Minute Veterinary Practice Management Consult, Third Editionprovides quick access to practical information for managing a veterinary practice. It offers 320 easily referenced topics that present essential details for all things practice management-from managing clients and finances to information technology, legal issues, and planning. 

This fully updatedThird Editionadds 26 new topics, with a further 78 topics significantly updated or expanded. It gives readers a look at the current state of the veterinary field, and teaches how to work in teams, communicate with staff and clients, manage money, market a practice, and more. It also provides professional insight into handling human resources in a veterinary practice, conducting staff performance evaluations, facility design and construction, and managing debt, among other topics. 

KEY FEATURES:  

Blackwell's Five-Minute Veterinary Practice Management Consultoffers a trusted, user-friendly resource for all aspects of business management, carefully tailored for the veterinary practice. It is a vital resource for any veterinarian or staff member involved in practice management.

Editor-in-Chief and Consulting Editors xvi

List of Contributors xvii

Preface xxi

About the Companion Website xxii

Section 1 Marketplace 1

1.1 Models of Veterinary Practice,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS2

1.2 Challenges to the Profession,Peter Weinstein, DVM, MBA6

1.3 Trends in Companion Animal Veterinary Practices,Brian Cassell, DVM10

1.4 Veterinary Trade Areas,David F. McCormick, MS, CVA14

1.5 Today&s Pet Owner,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS16

1.6 Today&s Veterinarian,John Tait, DVM, MBA, MS(Fin.), CFP18

1.7 Today&s Veterinary Students,Ryane E. Englar, DVM, DABVP (Canine and Feline Practice)20

1.8 Internships and Residencies,Ryane E. Englar, DVM, DABVP (Canine and Feline Practice)22

1.9 Veterinary Paraprofessionals,Kara M. Burns, MS, MEd, LVT, VTS (Nutrition)26

1.10 Veterinary Staff,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS28

1.11 Functioning as a Healthcare Team,Louise S. Dunn32

1.12 Differing Perspectives of Practice Teammates,Louise S. Dunn36

1.13 Generational Differences,Randy Hall38

1.14 Gender Issues,Bernadine Cruz, DVM, CVJ42

1.15 Personality Profiling,Lorraine Monheiser List, CPA, CVA46

1.16 Value Disciplines,Elizabeth Bellavance, DVM, MBA, CEPA50

1.17 Practice Management Support Professionals,Elizabeth Bellavance, DVM, MBA, CEPA52

1.18 Stakeholders and Strategic Partners,Elizabeth Bellavance, DVM, MBA, CEPA56

1.19 Importance of the Human&Animal Bond,Jacqui Ley, BVSc (Hons), PhD, DECAWBM, FANZCVS (Veterinary Behaviour)58

1.20 Mergers and Acquisitions,James E. Guenther, DVM, MBA, MHA, CVPM, CEPA, CM&AA60

1.21 Corporate Veterinary Practices,Leslie A. Mamalis, MBA, MSIT, CVA62

1.22 Not-For-Profit Veterinary Hospitals,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS64

1.23 House-Call and Mobile Practices,Katherine van Ekert, BVSc68

1.24 Hospice and Palliative Care,Shea Cox, DVM, CVPP, CHPV, CPLP70

1.25 Specialty and Emergency Centers,James E. Guenther, DVM, MBA, MHA, CVPM, CEPA, CM&AA74

1.26 Equine Practice Management,James E. Guenther,DVM, MBA, MHA, CVPM, CEPA, CM&AA and Elise Lacher, CPA78

1.27 Food Animal Practice Management,Lance M. Roasa, DVM, MS, JD82

1.28 Mixed Animal Practice Management,Lance M. Roasa, DVM, MS, JD86

Section 2 Administrative Management 91

2.1 Workplace Management,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS92

2.2 Organizational Charts,Katherine Dobbs, RVT, CVPM, PHR96

2.3 Managing People,Heather Prendergast, RVT, CVPM, SPHR98

2.4 Working in Teams,Shawn G. McVey, MA, MSW100

2.5 Motivating the Healthcare Team,Louise S. Dunn104

2.6 Accountability,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS106

2.7 Change Management,Randy Hall108

2.8 Compassion Fatigue and Burnout,Katherine Dobbs, RVT, CVPM, PHR110

2.9 Moral Distress and Ethics Exhaustion,Katherine Dobbs, RVT, CVPM, PHR112

2.10 Compromise Fatigue,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS114

2.11 Making Meetings Work,Karyn Gavzer, MBA, CVPM116

2.12 Leadership,Lorraine Monheiser List, CPA, CVA118

2.13 Leadership Fatigue,Heather Prendergast, RVT, CVPM, SPHR122

2.14 Implementation: Getting it Done,Robin Brogdon, MA124

2.15 Emotional Intelligence,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS128

2.16 Finding the Right Fit,Heather Prendergast, RVT, CVPM, SPHR.130

2.17 Negotiating 101,Peter Weinstein, DVM, MBA132

2.18 When to Hire an Office Manager/Administrator,Mark J. McGaunn, CPA/PFS, CFP®136

2.19 Staff Performance Planning,Kurt A. Oster, MS, SPHR, SHRM-SCP138

2.20 Staffing Budgets,Kurt A. Oster, MS, SPHR, SHRM-SCP142

2.21 Operations Manuals,Peter Weinstein, DVM, MBA144

2.22 Procedure Manuals,Kurt A. Oster, MS, SPHR, SHRM-SCP146

2.23 Enhancing Doctor Productivity,Elizabeth Bellavance, DVM, MBA, CEPA148

2.24 Enhancing Team Productivity,Louise S. Dunn150

2.25 Appropriate Handling of Medical Errors,Ryane E. Englar, DVM, DABVP (Canine and Feline Practice)152

2.26 Changing Organizational Culture,Randy Hall154

2.27 Practice Insurance Needs,Cory Friedman, CBC158

2.28 Employee Benefits Programs,Cory Friedman, CBC160

2.29 Not-for-Profit Foundations,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS162

Section 3 Human Resources 165

3.1 Compensation,Karen E. Felsted, CPA, MS, DVM, CVPM, CVA166

3.2 Benefits,Karen E. Felsted, CPA, MS, DVM, CVPM, CVA170

3.3 Wage and Benefit Summaries: The Whole Package,Karen E. Felsted, CPA, MS, DVM, CVPM, CVA174

3.4 Employee Bonus Criteria,Mark J. McGaunn, CPA/PFS, CFP®176

3.5 Employee-Related Costs,Karen E. Felsted, CPA, MS, DVM, CVPM, CVA178

3.6 Continuing Education Benefits,Karen E. Felsted, CPA, MS, DVM, CVPM, CVA180

3.7 Effective Staff Recruitment,Robin Brogdon, MA182

3.8 Screening Potential Hires,Randy Hall186

3.9 Staff Orientation (Onboarding and Integration),Ryane E. Englar, DVM, DABVP (Canine and Feline Practice)190

3.10 Staff Training,Karyn Gavzer, MBA, CVPM192

3.11 Structured On-the-Job Training,Joel Gendelman, Ed.D. and Louise S. Dunn194

3.12 It&s Not Your Job … It&s Your Responsibility,Peter Weinstein, DVM, MBA196

3.13 Leveraging Staff,Heather Prendergast, RVT, CVPM, SPHR200

3.14 Staff Development,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS202

3.15 Engaging Staff,Robin Brogdon, MA204

3.16 Effective Coaching for the Exam Room,Mary Ann Vande Linde, DVM206

3.17 Mentoring,Kurt A. Oster, MS SPHR, SHRM-SCP210

3.18 Staff Scheduling Options,Kurt A. Oster, MS SPHR, SHRM-SCP212

3.19 Staff Performance Evaluations,Shawn G. McVey, MA, MSW216

3.20 Staff Turnover and Retention,Lorraine Monheiser List, CPA, CVA218

3.21 Employee Manuals,Katherine Dobbs, RVT, CVPM, PHR222

3.22 Measuring Your Human Resource (HR) Performance,Karen E. Felsted, CPA,MS, DVM, CVPM, CVA224

3.23 Office Politics,Karyn Gavzer, MBA, CVPM226

3.24 Conflict Resolution,Karyn Gavzer, MBA, CVPM228

3.25 Dealing with Difficult Employees,Angela Schneider, CVT, CVPM230

3.26 Effective Disciplinary Protocols,Heather Prendergast, RVT, CVPM, SPHR232

3.27 Personnel Records,Katherine Dobbs, RVT, CVPM, PHR234

3.28 Terminating Staff,Randy Hall236

Section 4 Client Relationship Management 239

4.1 The Basics of Client Service,Amanda L. Donnelly, DVM, MBA240

4.2 Client Service Strategies,Randy Hall244

4.3 Exceptional Client Service,Robin Brogdon, MA248

4.4 What Clients Expect from Their Veterinarian,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS250

4.5 Meeting the Needs of Pet Parents,Robin Brogdon, MA252

4.6 Client Perception and Learning,Dallas McMillan, BVSc, BSc (Vet)254

4.7 The Client&s Buying Journey,Robert Sanchez258

4.8 Pet-Specific Care,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS260

4.9 Lifelong Excellence in Healthcare,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS264

4.10 Personalized Pet Profiles,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS268

4.11 Compliance and Adherence,Karyn Gavzer, MBA, CVPM272

4.12 Creating a Client-Centered Hospital,Nan Boss, DVM276

4.13 Creating a Feline-Friendly Focus and Facility,Jane Brunt, DVM280

4.14 Developing a Fear Free Hospital,Heather Prendergast, RVT, CVPM, SPHR284

4.15 Client Appointment Scheduling,Kurt A. Oster, MS, SPHR, SHRM-SCP288

4.16 Client Reminders Systems,Justin Phillips290

4.17 Maintaining Regular Client Contact,Robin Brogdon, MA292

4.18 Telephone Service Management,Karyn Gavzer, MBA, CVPM294

4.19 Measuring Client Satisfaction,Justin Phillips296

4.20 Client Rewards Programs,Diederik Gelderman, BVSc, MVS, MT-NL, TAE Cert IV300

4.21 Client Retention,Kurt A. Oster, MS, SPHR, SHRM-SCP302

4.22 High-Touch and High-Tech Customer Service,Nan Boss, DVM306

4.23 The Extended Hospital Team: Making Referrals Work,Amanda L. Donnelly, DVM, MBA308

4.24 Telehealth,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS310

Section 5 Communication 313

5.1 Effective Client Communication,James P. Humphries, DVM, CVJ314

5.2 Identifying Client Communication Styles,Angela Schneider, CVT, CVPM316

5.3 Speaking as a Professional,Kathleen A. Bonvicini, MPH, EdD318

5.4 Making Clear Client Recommendations,Mary Ann Vande Linde, DVM320

5.5 Translating Medicalese,Kathleen A. Bonvicini, MPH, EdD324

5.6 Shared Decision-Making,Kathleen A. Bonvicini, MPH, EdD328

5.7 Posing Client Questions Effectively: Open-Ended Inquiry,Mary Ann Vande Linde, DVM330

5.8 Reflective Listening,Kathleen A. Bonvicini, MPH, EdD334

5.9 Nonverbal Communication,Kathleen A. Bonvicini, MPH, EdD338

5.10 Empathy,Diederik Gelderman, BVSc, MVS, MT-NLP, TAE Cert IV340

5.11 Harnessing the Power of Negativity,Bernadine Cruz, DVM, CVJ342

5.12 Discussing Pet-Specific Care,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS344

5.13 Discussing Finances,Lorraine Monheiser List, CPA, CVA348

5.14 Discussing Behavior,Gary Landsberg, DVM, MRCVS, DACVB, DECAWBM and Jacqui Ley, BVSc (Hons), PhD, DECAWBM, FANZCVS (Veterinary Behaviour)350

5.15 Discussing Diet and Nutrition,Sean J. Delaney, DVM, MS, DACVN354

5.16 Discussing Oral Health,Heidi B. Lobprise, DVM, DAVDC356

5.17 Discussing Pain Management,Andrea Looney, DVM, DACVA, DACVSMR358

5.18 Discussing Anesthetic Risk,Ryane E. Englar, DVM, DABVP (Canine and Feline Practice)362

5.19 Giving and Receiving Feedback,Diederik Gelderman, BVSc, MVS, MT-NLP, TAE Cert IV366

5.20 Delivering Bad News,Kathleen A. Bonvicini, MPH, EdD368

5.21 Dealing with an Angry Client,Ryane E. Englar, DVM, DABVP (Canine and Feline Practice)372

5.22 Discussing Quality of Life and End of Life Issues,Shea Cox, DVM, CVPP, CHPV, CPLP374

5.23 Dealing with a Grieving Client,Katherine Dobbs, RVT, CVPM, PHR376

5.24 Dealing with a Crisis,Linda Wasche, MBA, MA378

Section 6 Marketing Management 381

6.1 The Big Picture: Marketing, Advertising, Promotion, and Public Relations,Rebecca Hart, APR382

6.2 Giving Clients What They Want Most,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS384

6.3 Better Meeting the Needs of Existing Clients (Internal Marketing),Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS388

6.4 Attracting New Clients (External Marketing),Robin Brogdon, MA392

6.5 Defining Marketplace Opportunities,Linda Wasche, MBA, MA394

6.6 Marketing Plan,Amanda L. Donnelly, DVM, MBA396

6.7 Basic Tools of Marketing,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS398

6.8 Demographic Assessment,David F. McCormick, MS, CVA400

6.9 Client and Patient Segmentation,Linda Wasche, MBA, MA402

6.10 Target Marketing and Targeted Client Outreach,Linda Wasche, MBA, MA406

6.11 Push versus Pull Marketing,Linda Wasche, MBA, MA408

6.12 Practice Positioning,Linda Wasche, MBA, MA410

6.13 Branding,Dallas McMillan, BVSc, BSc (Vet)412

6.14 Emotional Branding,Katie Addlestone, BA, MA, CIM414

6.15 Practice Differentiation,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS416

6.16 Internal Team Marketing,Heather Prendergast, RVT, CVPM, SPHR418

6.17 Professional Promotion and Publicity,James P. Humphries, DVM, CVJ420

6.18 Client Education Tools,Katie Addlestone, BA, MA, CIM.422

6.19 Paid Advertising,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS426

6.20 Personalized Marketing,Justin Phillips428

6.21 Client Focus Groups,Justin Phillips430

6.22 Outbound Telephone Calls,Karyn Gavzer, MBA, CVPM434

6.23 Measuring Marketing Performance,Rebecca Hart, APR436

6.24 Dealing with the Media,James P. Humphries, DVM, CVJ438

Section 7 Financial Management 441

7.1 Time Value of Money,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS442

7.2 Financial Statements,Lorraine Monheiser List, CPA, CVA444

7.3 Measures of Liquidity, Solvency, and Profitability,Marsha L. Heinke, DVM, EA, CPA, CVPM448

7.4 Getting the Most Out of Your Accounting Professional,Mark J. McGaunn, CPA/PFS, CFP®454

7.5 Analyzing Client Transactions,Karen E. Felsted, CPA, MS, DVM, CVPM, CVA456

7.6 Benchmarking,Kurt A. Oster, MS, SPHR, SHRM-SCP458

7.7 Data You Should Be Reviewing Regularly,Karen E. Felsted, CPA, MS, DVM, CVPM, CVA460

7.8 Key Performance Indicators,Leslie A. Mamalis, MBA, MSIT, CVA462

7.9 Making Valid Comparisons Between Practices and Services,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS466

7.10 Compensating Owners in Multi-Owner Practices,Leslie A. Mamalis, MBA, MSIT, CVA468

7.11 Understanding Practice Profitability,Karen E. Felsted, CPA, MS, DVM, CVPM, CVA470

7.12 Pricing Strategies,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS474

7.13 Breakeven Analysis,Karen E. Felsted, CPA, MS, DVM, CVPM, CVA478

7.14 Activity-Based Costing and Cost Allocation,Elizabeth Bellavance, DVM, MBA, CEPA480

7.15 Internal Accounting Controls,Mark J. McGaunn, CPA/PFS, CFP®484

7.16 Return on Investment from Practice Ownership,Karen E. Felsted, CPA, MS, DVM, CVPM, CVA486

7.17 Perquisites (Perks) of Practice Ownership,Elise M. Lacher, CPA488

7.18 Forgotten Costs of Doing Business in a Veterinary Hospital,Karen E. Felsted, CPA, MS, DVM, CVPM, CVA490

7.19 Capitalization and Depreciation,Mark J. McGaunn, CPA/PFS, CFP®492

7.20 Accounting Closing Processes,Mark J. McGaunn, CPA/PFS, CFP®494

7.21 Tax Planning,Mark J. McGaunn, CPA/PFS, CFP®496

7.22 Employee Stock Ownership Plan (ESOP),Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS500

7.23 Buying a Practice,David F. McCormick, MS, CVA502

7.24 Buying into a Practice as a Partner,David F. McCormick, MS, CVA506

7.25 Practice Sales: Planning, Structure, and Methods to Minimize Taxes,Gary L. Ackerman, DVM508

7.26 Planning for the Sale of a Practice,David F. McCormick, MS, CVA and Larry F. McCormick, DVM, MBA, CBA512

7.27 Selling to a Corporate Entity,Karl Salzsieder, DVM, JD, CVA516

Section 8 Cash Management 519

8.1 Revenue Streams in Veterinary Practice,Karen E. Felsted, CPA, MS, DVM, CVPM, CVA520

8.2 Revenue Budgets and Forecasts,Kurt A. Oster, MS, SPHR, SHRM-SCP524

8.3 Increasing the Top Line in Practice,Elizabeth Bellavance, DVM, MBA, CEPA526

8.4 Expenses in Veterinary Practice,Karen E. Felsted, CPA,MS, DVM, CVPM, CVA528

8.5 Managing General and Administrative Expenses,Marsha L. Heinke, DVM, EA, CPA, CVPM530

8.6 Improving the Bottom Line (Profit) in Practice,Jon C. Dittrich, BSIM, MBA534

8.7 Payroll Management,Kurt A. Oster, MS, SPHR, SHRM-SCP536

8.8 Ordering Inventory Economically,Angela Schneider, CVT, CVPM and Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS538

8.9 Accounts Receivable Issues,Elise M. Lacher, CPA540

8.10 Getting Paid for Services Rendered,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS542

8.11 Pet Health Insurance,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS544

8.12 Payment (Wellness) Plans,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS548

8.13 Third-Party Financing,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS550

8.14 Digital Wallets,Peter Alberti, BSBA552

8.15 Cryptocurrencies,Justin Phillips554

8.16 Credit and Collections,Amanda L. Donnelly, DVM, MBA556

8.17 Discounting,Jon C. Dittrich, BSIM, MBA558

8.18 Practice Reinvestment,James E. Guenther, DVM, MBA, MHA, CVPM, CEPA, CM&AA560

8.19 Borrowing Money,Marsha L. Heinke, DVM, EA, CPA, CVPM564

8.20 Buying versus Leasing,Elise M. Lacher, CPA568

8.21 Controlling Cash Flow: Budgeting,Mark J. McGaunn, CPA/PFS, CFP®570

8.22 The Electronic Funds Transfer Payment Process,Mark J. McGaunn, CPA/PFS, CFP®574

8.23 Value-Added Tax and Goods and Services Tax,Peter Alberti, BSBA576

8.24 Cash Control: Preventing Embezzlement,Elise M. Lacher, CPA578

Section 9 Operations Management 581

9.1 Medical Records and Patient Documentation,Karl Salzsieder, DVM, JD, CVA582

9.2 Patient and Procedure Logs,Kurt A. Oster, MS, SPHR, SHRM-SCP584

9.3 Standards of Care and Care Pathways,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS586

9.4 Continuity of Care,Kurt A. Oster, MS, SPHR, SHRM-SCP594

9.5 Profit Centers,Lorraine Monheiser List, CPA, CVA596

9.6 Value-Added Analysis,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS600

9.7 Continuous Quality Improvement,Elizabeth Bellavance, DVM, MBA, CEPA602

9.8 Digital Imaging Systems in Practice,Ryan King, DVM, DACVR604

9.9 Laboratory Considerations,Kara M. Burns, MS, MEd, LVT, VTS (Nutrition)606

9.10 Medical Equipment and Fixtures,James E. Guenther, DVM, MBA, MHA, CVPM, CEPA, CM&AA608

9.11 Effective Inventory Management,Angela Schneider, CVT, CVPM610

9.12 Inventory Management: Nutritional Products,Sean J. Delaney, DVM, MS, DACVN614

9.13 Medication Dispensing, Compounding, and Prescribing Practices,Angela Schneider, CVT, CVPM616

9.14 Medication Dispensing, Compounding, and Prescribing: Legal Considerations,Adam P. Karp, MS, JD620

9.15 Pharmacy Management as a Profit Center,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS622

9.16 Retail Sales: The Art and the Science,Angela Schneider, CVT, CVPM624

9.17 Veterinary Feed Directives,Lance M. Roasa, DVM, MS, JD626

9.18 Adding Emergency Services,Brian Cassell, DVM628

9.19 Integration of Hospice and Palliative Care into Practice,Shea Cox, DVM, CVPP, CHPV, CPLP632

9.20 Kennel Management as a Profit Center,Mark J. McGaunn, CPA/PFS, CFP®636

9.21 Waste Management,Heather E. Lewis, AIA, NCARB638

Section 10 Information Technology 641

10.1 Information Technology in Veterinary Medicine,Robert Sanchez642

10.2 Selecting Computer Hardware,Eric D. Garcia644

10.3 Selecting Computer Software,Kurt A. Oster, MS, SPHR, SHRM-SCP646

10.4 Selecting Financial/Accounting Software,Leslie A. Mamalis, MBA, MSIT, CVA650

10.5 Cloud-Based Solutions,Eric D. Garcia652

10.6 Keeping Technology in Perspective,Robert Sanchez654

10.7 Information Security: Backing Up and Archiving Your System,Eric D. Garcia656

10.8 Cybersecurity and Network Security,Eric D. Garcia658

10.9 Blockchain,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS660

10.10 Paperless Practice,Debbie Boone, BS, CVPM662

10.11 Electronic Communication: E-mail and Texting,Eric D. Garcia664

10.12 Digital Marketing Strategies,Eric D. Garcia668

10.13 Websites,Kelly Baltzell, MA672

10.14 Search Engine Optimization,Kelly Baltzell, MA674

10.15 Paid Online Advertising,Kelly Baltzell, MA676

10.16 Social Media,Eric D. Garcia678

10.17 Mobile Applications,Eric D. Garcia682

10.18 Patient Portals,Eric D. Garcia684

10.19 Protecting and Defending Your Online Reputation,Eric D. Garcia686

10.20 Measuring Performance of Digital Media Campaigns,Eric D. Garcia688

10.21 Technology: Redefining the Client Visit,Eric D. Garcia690

10.22 Online Retail: Making it Work,Eric D. Garcia696

10.23 Virtual Team Training,Joel Gendelman, Ed.D and Louise S. Dunn698

10.24 Internet Use Policy,David D. Barbee, DVM, MS, DACVR702

10.25 Digital Communication Policies for Staff,Eric D. Garcia704

Section 11 Facility Management, Design and Construction 707

11.1 Contemplating Practice Ownership: Getting Started,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS708

11.2 Building, Buying, or Leasing?Bryan M. King, AIA, NCARB710

11.3 Asset Ownership,Elise M. Lacher, CPA712

11.4 Financing Basics,Elise M. Lacher, CPA714

11.5 Selecting a Site,Tony L. Cochrane, AIA716

11.6 How Large Should a Clinic Be?Tony L. Cochrane, AIA718

11.7 The Construction Process and Working with Architects,Bryan M. King, AIA, NCARB720

11.8 Zoning and Permitting,Tony L. Cochrane, AIA722

11.9 Managing Construction Costs,Bryan M. King, AIA, NCARB724

11.10 Practice Renovations,Vicki J. Pollard, AIA, NCARB, CVT728

11.11 Leasehold Improvements,Tony L. Cochrane, AIA730

11.12 Designing with the Patient in Mind,Heather E. Lewis, AIA, NCARB732

11.13 Client/Patient Flow,Tony L. Cochrane, AIA734

11.14 Integrating Technology,Bryan M. King, AIA, NCARB738

11.15 Noise and Odor Control,Heather E. Lewis, AIA, NCARB742

11.16 Heating, Ventilation, and Air Conditioning,Heather E. Lewis, AIA, NCARB746

11.17 Flooring,Bryan M. King, AIA, NCARB748

11.18 Sustainable Design for Veterinary Practices,Heather E. Lewis, AIA, NCARB752

11.19 Referral and Emergency Facilities,Vicki J. Pollard, AIA, NCARB, CVT754

11.20 Pet Boarding and Luxury Accommodations,Vicki J. Pollard, AIA, NCARB, CVT758

11.21 Large Animal Facilities,Heather E. Lewis, AIA, NCARB760

Section 12 Practice Safety 763

12.1 Basics of Meeting Practice Safety Requirements,Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS764

12.2 Practice Safety Needs,Philip J. Seibert, Jr., CVT768

12.3 Client Safety,Betsy Choder, BS, MS, JD770

12.4 Animal-Related Injuries at the Workplace,Betsy Choder, BS, MS, JD772

12.5 Security Issues for Hospital and Staff,Bryan M. King, AIA, NCARB776

12.6 Developing and Implementing a Safety Plan,Philip J. Seibert, Jr., CVT778

12.7 Hospital Safety Manual,Philip J. Seibert, Jr., CVT780

12.8 Radiation Safety,Ryan King, DVM, DACVR782

12.9 Work-Related Accidents and Workers& Compensation,Betsy Choder, BS, MS, JD784&