http://veterinaryteam.dvm360.com/firstline/Ask+The+Experts/Article/list/10568 Veterinary experts answer veterinary team members' practice management, client relations, and communication questions. 2013-05-22T21:09:46Z http://veterinaryteam.dvm360.com/firstline/Managing+team+members/Facebook-foibles-in-a-veterinary-practice/ArticleStandard/Article/detail/795184?contextCategoryId=10568&ref=25 One of the technicians at our practice has made friends with a lot of the practice's clients on Facebook. The problem is, sometimes she posts personal comments about her politics and her activities that make me uncomfortable. As the practice manager, should I say anything? 2012-11-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/442012/795184null XML http://veterinaryteam.dvm360.com/firstline/Working+with+clients+-+technicians/Put-parasites-in-their-place/ArticleStandard/Article/detail/795188?contextCategoryId=10568&ref=25 How do we change the conversation with veterinary clients from the cost of parasite prevention to the value of protection? 2012-11-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/442012/795188null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Make-a-connection-with-older-veterinary-clients/ArticleStandard/Article/detail/788386?contextCategoryId=10568&ref=25 Focus on compassion when working with elderly clients. 2012-09-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/372012/788386null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Ask-Shawn-Dissed-by-our-veterinarian/ArticleStandard/Article/detail/788375?contextCategoryId=10568&ref=25 Our veterinarian constantly picks on everything we do at work. Help! 2012-09-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/372012/788375null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Veterinary-client-communication-Educate-educate-an/ArticleStandard/Article/detail/788376?contextCategoryId=10568&ref=25 Calm client fears about radioiodine treatment. 2012-09-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/372012/788376null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Ask-Shawn-5-solutions-to-save-your-veterinary-prac/ArticleStandard/Article/detail/742062?contextCategoryId=10568&ref=25 Whatever the problem, Shawn McVey can help. See what he has to say about these five veterinary team dilemmas. 2011-10-03T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/402011/742062/veterinary_shawn_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/402011/742062/veterinary_shawn_flash.jpg HTML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Ask-Shawn-Euthanasia-cards-made-easier/ArticleStandard/Article/detail/740173?contextCategoryId=10568&ref=25 Q: I ordered sympathy cards for clients who recently euthanized pets, and I'm not sure what to write. Any suggestions on what I should say to ease their pain? —Tongue Tied 2011-09-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/382011/740173/veterinary_pencil_flash.jpg XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Should-I-friend-questionable-people-on-my-veterina/ArticleStandard/Article/detail/711775?contextCategoryId=10568&ref=25 How can team members filter the friends on their practice's Facebook page to ensure nothing questionable is associated with the professional page? 2011-03-01T05:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/122011/711775null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/QampA-Act-like-a-boss-not-a-friend/ArticleStandard/Article/detail/709345?contextCategoryId=10568&ref=25 After being promoted to practice manager, I've struggled to act like a boss toward my fellow team members. How can I strike a balance between friendship and professionalism? 2011-02-01T05:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/102011/709345null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Ask-Shawn-An-inappropriate-imitation-request/ArticleStandard/Article/detail/709343?contextCategoryId=10568&ref=25 My well-meaning boss will frequently say to a team member who isn't performing up to par, "You should be more like (another employee)." I've seen the team member not only take offense to the boss's statement but also feel resentment toward the other employee for being the favorite. Does this management approach have any real positives? 2011-02-01T05:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/102011/709343null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/QampA-Convert-a-Facebook-fearing-practice-owner/ArticleStandard/Article/detail/709334?contextCategoryId=10568&ref=25 I'd like to increase our practice's social networking efforts but the practice owner dismisses it as a waste of time. How can I get her on board? 2011-02-01T05:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/102011/709334null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/QampA-Adjust-to-life-as-a-salesperson/ArticleStandard/Article/detail/709339?contextCategoryId=10568&ref=25 I love my career as a veterinary technician, but I'm no good at reinforcing my veterinarian's recommendations to clients. I feel like a salesperson, and I have no confidence in that role. How can I improve? 2011-02-01T05:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/102011/709339null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+managers/Measure-pain-practicewide/ArticleStandard/Article/detail/585559?contextCategoryId=10568&ref=25 How to implement a pain scoring system. 2009-03-01T05:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/102009/585559null HTML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Make-preventive-care-personal/ArticleStandard/Article/detail/585561?contextCategoryId=10568&ref=25 Stress the importance of wellness screenings. 2009-03-01T05:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/102009/585561null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+managers/Naughty-or-nice/ArticleStandard/Article/detail/585560?contextCategoryId=10568&ref=25 Don't give backhanded compliments. 2009-03-01T05:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/102009/585560/VeterinaryMeanBoss_flash.jpg XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Not-just-a-desk-job/ArticleStandard/Article/detail/566030?contextCategoryId=10568&ref=25 What client service decisions are appropriate for receptionists to make independently? 2008-11-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/462008/566030null XML http://veterinaryteam.dvm360.com/firstline/Ask+The+Experts/The-case-for-year-round-prevention/ArticleStandard/Article/detail/566031?contextCategoryId=10568&ref=25 Our clients, especially those with cats, don't think year-round heartworm prevention is necessary. What can we do about this? 2008-11-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/462008/566031null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+managers/Got-a-minute-boss/ArticleStandard/Article/detail/566029?contextCategoryId=10568&ref=25 As a practice manager, I'm constantly interrupted with non-urgent items like schedule questions. It's interfering with my other daily work. How can I set boundaries but remain approachable to my team? 2008-11-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/462008/566029null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Avoid-the-perils-of-picky-pet-owners/ArticleStandard/Article/detail/559193?contextCategoryId=10568&ref=25 Is there one type of client who's harder to please? 2008-10-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/422008/559193null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Handling-clients-complaints-about-the-doctor/ArticleStandard/Article/detail/559192?contextCategoryId=10568&ref=25 How do I respond to a client when they badmouth a doctor to me? 2008-10-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/422008/559192null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Dont-settle-for-second-rate/ArticleStandard/Article/detail/559195?contextCategoryId=10568&ref=25 It's better to be down a doctor than to hire a sub par associate. 2008-10-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/422008/559195null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+managers/Say-good-riddance-to-your-bad-clients/ArticleStandard/Article/detail/551945?contextCategoryId=10568&ref=25 How do I convince a doctor that sometimes it's OK to fire clients? 2008-09-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/392008/551945null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Ask-Amy-My-co-worker-sabotages-me/ArticleStandard/Article/detail/551944?contextCategoryId=10568&ref=25 How do I handle a passive-aggressive team member? 2008-09-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/392008/551944null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Solutions-for-abusive-clients/ArticleStandard/Article/detail/529596?contextCategoryId=10568&ref=25 How should we handle aggressive clients who use foul language, throw invoices, or behave badly? 2008-07-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/292008/529596null XML http://veterinaryteam.dvm360.com/firstline/Ask+The+Experts/Communicate-clients-payment-options/ArticleStandard/Article/detail/529597?contextCategoryId=10568&ref=25 How do we tell clients we can't help them when they can't pay for the care their pet receives? 2008-07-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/292008/529597null XML http://veterinaryteam.dvm360.com/firstline/Ask+The+Experts/Help-light-team-members-fire/ArticleStandard/Article/detail/525192?contextCategoryId=10568&ref=25 Q. How do I inspire an uninspired team member? 2008-06-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/252008/525192/fire_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/252008/525192null XML http://veterinaryteam.dvm360.com/firstline/Ask+The+Experts/When-work-gets-personal/ArticleStandard/Article/detail/525190?contextCategoryId=10568&ref=25 Q. How do I set boundaries for employees' conversations while at work? 2008-06-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/252008/525190/when_work_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/252008/525190null XML http://veterinaryteam.dvm360.com/firstline/Ask+The+Experts/More-clients-same-care/ArticleStandard/Article/detail/525191?contextCategoryId=10568&ref=25 Q. Our practice is getting busier. How can we keep a personal touch? 2008-06-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/252008/525191/more_clients_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/252008/525191null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Payment-procrastinators/ArticleStandard/Article/detail/516843?contextCategoryId=10568&ref=25 Q. What do you do when clients say at checkout they want to pay later? 2008-05-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/202008/516843/payment_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/202008/516843null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/How-to-catch-lost-charges/ArticleStandard/Article/detail/516842?contextCategoryId=10568&ref=25 Q. How can we make sure we capture all the services performed during appointments? 2008-05-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/202008/516842/charges_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/202008/516842null XML http://veterinaryteam.dvm360.com/firstline/Diagnostic+Center/Our-client-is-obsessed-with-tests/ArticleStandard/Article/detail/516841?contextCategoryId=10568&ref=25 Q. How should we handle a client who seems obsessed with repeating diagnostic tests? 2008-05-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/202008/516841/tests_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/202008/516841/FL808_TechFlash-Tests_flash.jpg XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Extreme-makeover-receptionist-edition/ArticleStandard/Article/detail/508899?contextCategoryId=10568&ref=25 Q. What's appropriate attire for a receptionist? 2008-04-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/152008/508899/extreme_makeover_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/152008/508899null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Great-expectations/ArticleStandard/Article/detail/508900?contextCategoryId=10568&ref=25 Q. In the past, I occasionally gave discounts to friends and family. Now they expect the same generosity every time they visit. What do I do? 2008-04-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/152008/508900/great_expectations_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/152008/508900null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+managers/Ask-Amy-I-cant-discipline/ArticleStandard/Article/detail/508903?contextCategoryId=10568&ref=25 I'm an office manager for a practice with 26 doctors and team members. Because the owner hires personal friends, I can't effectively discipline team members who don't meet expectations. One problem employee has known the owner for more than 20 years. She's not a team player and her poor performance frustrates others. What can I do? 2008-04-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/152008/508903/ask_amy_disiprine_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/152008/508903null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+managers/Ask-Amy-All-aboard-for-policy-changes/ArticleStandard/Article/detail/508898?contextCategoryId=10568&ref=25 Some team members consistently resist the policy and procedural changes I make for our practice, but their peers get them on board with no problem. How can I change this? 2008-04-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/152008/508898/ask_amy_policy_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/152008/508898null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Create-airtight-medical-records/ArticleStandard/Article/detail/508902?contextCategoryId=10568&ref=25 Q. We have problems keeping accurate records. How can we maintain proper records? 2008-04-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/152008/508902/create_airtight_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/152008/508902null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Plan-for-a-seamless-transition/ArticleStandard/Article/detail/508901?contextCategoryId=10568&ref=25 Q. I've just been promoted to practice manager. How can I make sure I'm successful? 2008-04-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/152008/508901/plan_for_a_seamless_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/152008/508901null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Get-your-priorities-straight/ArticleStandard/Article/detail/502298?contextCategoryId=10568&ref=25 Q When the phone is ringing, there's a client to be checked out, and a technician has a question, how do I prioritize? 2008-03-01T05:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/112008/502298/get_your_priorities_straight_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/112008/502298null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Revenue-up-traffic-down/ArticleStandard/Article/detail/502299?contextCategoryId=10568&ref=25 Q How do we help our practice owner see our revenue is increasing even though practice traffic seems slower? 2008-03-01T05:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/112008/502299/revenue_up_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/112008/502299null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Ask-Amy-Reminders-Third-times-the-charm/ArticleStandard/Article/detail/502297?contextCategoryId=10568&ref=25 My team members are anxious about calling clients for third reminders. Can you offer a sample script to make these awkward conversations a little easier? 2008-03-01T05:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/112008/502297/ask_amy_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/112008/502297null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/The-moneys-where-the-mouth-is/ArticleStandard/Article/detail/502300?contextCategoryId=10568&ref=25 Q Should I receive compensation or bonuses for the dental procedures I'm specially trained to perform? 2008-03-01T05:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/112008/502300/the_moneys_where_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/112008/502300null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Help-me-Rhonda/ArticleStandard/Article/detail/502301?contextCategoryId=10568&ref=25 Q When I ask my co-workers for help, they seem receptive but never follow through. What should I do? 2008-03-01T05:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/112008/502301/help_me_rhonda_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/112008/502301null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Handle-with-care/ArticleStandard/Article/detail/492013?contextCategoryId=10568&ref=25 Q What can we do to gently handle pets with possible pain issues? 2008-01-01T05:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/072008/492013/handle_with_care_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/072008/492013null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+managers/Ask-Amy-Our-team-is-lactose-intolerant/ArticleStandard/Article/detail/492012?contextCategoryId=10568&ref=25 We rehired a team member after she had a baby and she's implemented a nursing regimen at work. At lunch, she nurses in her car with her undergarments visible or on the side lawn of the practice parking lot. Then she pumps—in our doctor's office. The rest of the staff is uncomfortable, and we would like to encourage discretion while still supporting her decision to nurse her child. How do I approach this employee? 2008-01-01T05:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/072008/492012/ask_amy_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/072008/492012null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Ask-Amy-Get-prescriptions-out-the-door/ArticleStandard/Article/detail/492014?contextCategoryId=10568&ref=25 Our receptionists often forget to give clients their pets' medications before they leave our practice. I created a hanging prescription filing system to simplify the process, but that hasn't resolved the problem. I've approached my managers about the issue, but they don't seem concerned. What should I do? 2008-01-01T05:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/072008/492014/get_prescriptions_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/072008/492014null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+technicians/Turn-up-the-dial-on-client-education/ArticleStandard/Article/detail/492016?contextCategoryId=10568&ref=25 Q When I discuss client education topics, I feel like clients are tuning me out. How can I make them listen? 2008-01-01T05:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/072008/492016/turn_up_the_dial_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/072008/492016null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Prepare-clients-for-potential-charges/ArticleStandard/Article/detail/492015?contextCategoryId=10568&ref=25 Q How can we prepare clients for unexpected costs that result from problems found during dental cleanings? 2008-01-01T05:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/072008/492015/prepare_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/072008/492015null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Ask-Amy-Poor-hygiene-When-work-gets-personal/ArticleStandard/Article/detail/476064?contextCategoryId=10568&ref=25 I work at a large practice, and our team members get along well and even socialize outside of work. There's one hitch: One team member practices poor personal hygiene. Periodically, she emits a strong body odor for days at a time. Her team leader approached her when the problem first surfaced, and she improved temporarily. How can we approach her again without embarrassing her--and ourselves? 2007-12-01T05:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/482007/476064/askamy_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/482007/476064null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Baby-on-board/ArticleStandard/Article/detail/476066?contextCategoryId=10568&ref=25 I recently discovered I'm pregnant. How do I protect myself and my baby from work-related hazards? 2007-12-01T05:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/482007/476066/baby_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/482007/476066null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Got-poop-Heres-how-to-get-more/ArticleStandard/Article/detail/476065?contextCategoryId=10568&ref=25 How can our team members encourage clients to submit fecal samples? 2007-12-01T05:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/482007/476065/poop_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/482007/476065null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Monitor-your-drug-traffic/ArticleStandard/Article/detail/460629?contextCategoryId=10568&ref=25 Q What's the best way to keep track of expiration dates on drugs? 2007-09-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/392007/460629/drugs_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/392007/460629null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+managers/Ask-Amy-Hopelessly-undevoted/ArticleStandard/Article/detail/460627?contextCategoryId=10568&ref=25 Our mixed animal practice is co-owned by one part-time and one full-time veterinarian. The part-time doctor handles the administrative duties, but she regularly arrives late and leaves early. The result: Our practice doesn't function smoothly and we're constantly operating in crisis mode. What can our team do? 2007-09-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/392007/460627/amy_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/392007/460627null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Dangle-a-CE-carrot/ArticleStandard/Article/detail/460628?contextCategoryId=10568&ref=25 Q How do I get team members interested in continuing education (CE)? 2007-09-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/392007/460628/dangle_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/392007/460628null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Make-the-most-of-down-time/ArticleStandard/Article/detail/438081?contextCategoryId=10568&ref=25 Q How do I inspire others on my team to take advantage of lulls in the day to perform maintenance tasks? 2007-07-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/262007/438081null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/A-prescription-for-team-building/ArticleStandard/Article/detail/438080?contextCategoryId=10568&ref=25 Q A lot of negative tension flows through our practice, and it's undermining our work. How can I help our staff members come together as a team and stop criticizing each other? 2007-07-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/262007/438080null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Ask-Amy-Oh-brother-This-family-practice-is-driving/ArticleStandard/Article/detail/438079?contextCategoryId=10568&ref=25 My boss plays favorites, offering special benefits to his wife, children, and friends who work at our practice. As a result, the other team members and myself often do his family's work as well as our own. I've tried to talk to my boss, and he joked that I should quit if I'm unhappy. Should I leave gracefully or try to make things work? 2007-07-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/262007/438079null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Make-time-to-meet/ArticleStandard/Article/detail/429493?contextCategoryId=10568&ref=25 We're always so busy. How do we find time for regular staff meetings? 2007-06-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/212007/429493/make_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/212007/429493null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Ask-Amy-Maximize-your-marketing/ArticleStandard/Article/detail/429492?contextCategoryId=10568&ref=25 I want to send a mailing to market our clinic's dental promotion. Our area of influence is about 2 miles, and that encompasses a population of about 200,000. How can I get the addresses of the households in a certain area or city? Do you know how to focus a mailing to a certain demographic to target people who might own pets? 2007-06-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/212007/429492/i1_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/212007/429492null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+technicians/Lab-results-that-work/ArticleStandard/Article/detail/429494?contextCategoryId=10568&ref=25 Our practice does lab testing in-house and the results often vary. How can we boost our proficiency? 2007-06-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/212007/429494/lab_thumbnail.jpg http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/212007/429494null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Our-recommendations-are-inconsistent/ArticleStandard/Article/detail/422411?contextCategoryId=10568&ref=25 Q. Our team members make different product recommendations for heartworm and flea and tick prevention. How do we get them on the same page? 2007-05-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/172007/422411null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Get-more-training/ArticleStandard/Article/detail/422409?contextCategoryId=10568&ref=25 Q. I'm a credentialed technician, and I'm interested in specialty training. What are my options? 2007-05-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/172007/422409null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+managers/Where-theres-smoke-no-hires/ArticleStandard/Article/detail/422410?contextCategoryId=10568&ref=25 Q. We're hiring a new team member. Can we specify "no smokers" in our classified ad? 2007-05-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/172007/422410null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Ask-Amy-Holiday-scheduling-blues/ArticleStandard/Article/detail/414126?contextCategoryId=10568&ref=25 Ask Amy: Holiday scheduling blues 2007-04-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/132007/414126null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/How-to-quit-gracefully/ArticleStandard/Article/detail/414127?contextCategoryId=10568&ref=25 Q: I'm unhappy and I want to quit my job. How can I leave without burning bridges? 2007-04-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/132007/414127null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Step-away-from-the-thumbtacks/ArticleStandard/Article/detail/414133?contextCategoryId=10568&ref=25 Clients love you so much they send you endless photos of Trixie drinking from the toilet and Boots chasing a sunbeam. 2007-04-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/132007/414133null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Stand-firm-on-dental-care/ArticleStandard/Article/detail/406595?contextCategoryId=10568&ref=25 Q I'm a technician, and I often suggest dental care for pets. But not everyone sees the value. How do I get the rest of my team on board with dental care? 2007-03-01T05:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/082007/406595null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Keep-em-guessing/ArticleStandard/Article/detail/406601?contextCategoryId=10568&ref=25 Want a fun, educational way to jazz up your reception area? Post a quiz on your bulletin board, says Laura Greer, practice manager for Above and Beyond Pet Care Hospital in Lubbock, Texas. Her practice uses quizzes to keep waiting clients informed and entertained. For example: I come in sizes that range from 2 pounds to 200 pounds, and I sweat through my feet. What am I? Answer: a dog. 2007-03-01T05:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/082007/406601null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Ask-Amy-Inefficiency-is-driving-me-nuts/ArticleStandard/Article/detail/406594?contextCategoryId=10568&ref=25 Every day at our practice is a scheduling nightmare, and our doctor just does not see the problem. Our practice is open from 7 a.m. to 7 p.m. We accept drop-offs from 7 to 8 a.m., but our doctor refuses to schedule a team member that early. He says he'll help clients, but when my manager and I arrive at 7:30 a.m., clients are waiting and upset. My doctor also complains if he has to pay us overtime, but if someone comes to the door or calls at 6:55 p.m., he lets them in. I understand he wants to generate revenue and help the pet, but whether it's an ear infection, an abscess, dental care, or a hot spot, he wants to treat the pet immediately. How can we run an efficient, regularly scheduled hospital? 2007-03-01T05:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/082007/406594/AmyWeb07_thumbnail.gif http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/082007/406594null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/What-a-zoo/ArticleStandard/Article/detail/402227?contextCategoryId=10568&ref=25 Q: I'm a technician and I'm interested in zoological medicine. How can I get started in the field? 2007-01-01T05:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/062007/402227null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Take-a-bite-out-of-plaque/ArticleStandard/Article/detail/402230?contextCategoryId=10568&ref=25 Many clients really don't realize just what a bit of plaque can do, says Sara L. Sharp, CVT, VTS (Dentistry), secretary of the Academy of Veterinary Dental Technicians. And it often falls to you to discuss the danger of a dirty mouth. The best approach is a little honesty—with a mix of tact, of course. 2007-01-01T05:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/062007/402230null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/How-many-is-too-many/ArticleStandard/Article/detail/402226?contextCategoryId=10568&ref=25 Q: At the clinic where I work we have several clients who own more animals than they can care for properly. What is the best way to approach an animal collector? 2007-01-01T05:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/062007/402226null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Ask-Amy-Clients-deserve-updates/ArticleStandard/Article/detail/386068?contextCategoryId=10568&ref=25 My boss often fails to call pet owners after he performs surgeries to give them updates on their pets. These clients get worried and frustrated, and I feel sorry for them. How can I convince him to spend a little time to reassure these clients? 2006-11-01T05:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/462006/386068null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Give-me-a-break/ArticleStandard/Article/detail/386069?contextCategoryId=10568&ref=25 Q: Is our doctor legally required to provide us with a break room? 2006-11-01T05:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/462006/386069null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Will-clients-accept-changes/ArticleStandard/Article/detail/386071?contextCategoryId=10568&ref=25 Q: How do you implement major changes, such as mandatory preanesthetic blood work, without alienating long-term clients? 2006-11-01T05:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/462006/386071null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Ask-Amy-I-dread-my-job/ArticleStandard/Article/detail/386067?contextCategoryId=10568&ref=25 Our department doesn't work as a team. Some team members are rude and disrespectful, and the work environment is so hostile I dread each day. Help! 2006-11-01T05:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/462006/386067/askamy_flash.jpg XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Ask-Amy-I-want-my-discount-back/ArticleStandard/Article/detail/372464?contextCategoryId=10568&ref=25 Our practice just cut employee discounts because of an IRS law. Most of us have worked here for five or 10 years, and we have many pets to take care of. We can't afford their care now. Should we look for other jobs? 2006-09-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/382006/372464null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Keep-families-healthy/ArticleStandard/Article/detail/372465?contextCategoryId=10568&ref=25 How do I prevent my clients from getting zoonotic infections? 2006-09-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/382006/372465null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/New-boss-new-job/ArticleStandard/Article/detail/372466?contextCategoryId=10568&ref=25 The new owner changed my duties, and I don't like my job anymore. What can I do? 2006-09-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/382006/372466null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Whats-that-protocol/ArticleStandard/Article/detail/372467?contextCategoryId=10568&ref=25 I work in a new practice and everyone is used to different protocols. How can we get on the same page? 2006-09-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/382006/372467null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Ask-Amy-I-work-with-grumps/ArticleStandard/Article/detail/358655?contextCategoryId=10568&ref=25 I'm frustrated with my team members' bad attitudes, and it's really bringing me down. What should I do? 2006-08-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/292006/358655null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/I-need-more-vacation/ArticleStandard/Article/detail/358656?contextCategoryId=10568&ref=25 I've worked at the same practice for eight years and I still only get 10 days of either paid vacation or sick leave. Is this fair? 2006-08-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/292006/358656null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Feed-pets-dietary-needs/ArticleStandard/Article/detail/358657?contextCategoryId=10568&ref=25 Clients often ask me what they should feed their pets. What should I say? 2006-08-01T04:00:00Z http://veterinaryteam.dvm360.com/firstline/data/articlestandard/firstline/292006/358657null XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/My-boss-is-a-meanie/ArticleStandard/Article/detail/326269?contextCategoryId=10568&ref=25 I work for a veterinarian who's nice to clients—but she yells and criticizes her team in public. She doesn't even say hello or goodbye to us half of the time. What can we do? 2006-06-01T04:00:00Z XML http://veterinaryteam.dvm360.com/firstline/Veterinary+managers/Movin-on-up/ArticleStandard/Article/detail/326267?contextCategoryId=10568&ref=25 Q. I've recently been promoted to a supervisory position. What's the best way to ease into my new responsibilities without offending co-workers? 2006-06-01T04:00:00Z XML http://veterinaryteam.dvm360.com/firstline/Veterinary+technicians/Painless-pain-recommendations/ArticleStandard/Article/detail/326268?contextCategoryId=10568&ref=25 Q. Many of our clients don't seem to recognize the signs that their pets are in pain. What can we do? 2006-06-01T04:00:00Z XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/A-sign-of-the-times/ArticleStandard/Article/detail/313629?contextCategoryId=10568&ref=25 "We have a sign in front of our clinic, and we run out of things to say. Do you have any suggestions?" 2006-04-01T05:00:00Z XML http://veterinaryteam.dvm360.com/firstline/Ask+The+Experts/Show-me-the-money/ArticleStandard/Article/detail/313626?contextCategoryId=10568&ref=25 I'm a receptionist and I only earn $1 above minimum wage. Should I ask for a raise? 2006-04-01T05:00:00Z XML http://veterinaryteam.dvm360.com/firstline/Parasitology+Center/Strong-flea-control-recommendations/ArticleStandard/Article/detail/313627?contextCategoryId=10568&ref=25 How can I convince our clients that their pets need flea and tick control? 2006-04-01T05:00:00Z XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Keeping-count-of-consumables/ArticleStandard/Article/detail/313628?contextCategoryId=10568&ref=25 How should we control our consumables, such as bandage and suture materials and other hospital supplies that we use but seldom charge for? 2006-04-01T05:00:00Z XML http://veterinaryteam.dvm360.com/firstline/Veterinary+managers/Axing-the-rumor-mill/ArticleStandard/Article/detail/313625?contextCategoryId=10568&ref=25 Help! One of our veterinarians always says we have a zero-tolerance policy for gossip, but she's the worst! She talks about clients and staff members all the time. What should we do? 2006-04-01T05:00:00Z XML http://veterinaryteam.dvm360.com/firstline/Ask+The+Experts/Im-sick-of-overtime/ArticleStandard/Article/detail/284655?contextCategoryId=10568&ref=25 No one follows our time schedules—I regularly work at least 30 minutes after my shift was supposed to end. Is this fair? 2006-02-01T05:00:00Z XML http://veterinaryteam.dvm360.com/firstline/Veterinary+managers/Gaining-disciplinary-authority/ArticleStandard/Article/detail/284658?contextCategoryId=10568&ref=25 I'm a manager, but the doctor won't give me the authority to discipline employees when necessary. What do I do? 2006-02-01T05:00:00Z XML http://veterinaryteam.dvm360.com/firstline/Veterinary+managers/The-boss-wont-fire/ArticleStandard/Article/detail/284656?contextCategoryId=10568&ref=25 The doctor won't fire a problem employee. What can I do? 2006-02-01T05:00:00Z XML http://veterinaryteam.dvm360.com/firstline/Ask+The+Experts/Confronting-burnout/ArticleStandard/Article/detail/284657?contextCategoryId=10568&ref=25 I'm feeling overwhelmed and ready to quit. How can I renew my love for veterinary medicine? 2006-02-01T05:00:00Z XML http://veterinaryteam.dvm360.com/firstline/Communication/Little-secret-big-problems/ArticleStandard/Article/detail/284654?contextCategoryId=10568&ref=25 A co-worker told me in confidence that he was looking for a new job. I encouraged my friend to tell the doctor he wasn't happy and to try to work things out, but he quit instead and took a job at a rival practice. Now the doctor is mad at me. He says I'm not loyal. I disagree. Who's right? 2006-02-01T05:00:00Z XML http://veterinaryteam.dvm360.com/firstline/Veterinary+managers/Advertising-an-open-door/ArticleStandard/Article/detail/197179?contextCategoryId=10568&ref=25 As the practice manager, how can I encourage team members to come to me with their problems first, before approaching the owner? 2005-12-01T05:00:00Z XML http://veterinaryteam.dvm360.com/firstline/Ask+The+Experts/Addressing-questionable-ethics/ArticleStandard/Article/detail/197183?contextCategoryId=10568&ref=25 The veterinarian I work for has questionable ethics; he treats animals in ways that clients wouldn't approve. Can I do anything about it? 2005-12-01T05:00:00Z XML http://veterinaryteam.dvm360.com/firstline/Ask+The+Experts/Different-strokes-for-different-folks/ArticleStandard/Article/detail/197180?contextCategoryId=10568&ref=25 The doctor doesn't apply practice policies consistently. How can I ask for fair treatment? 2005-12-01T05:00:00Z XML http://veterinaryteam.dvm360.com/firstline/Communication/Back-to-school/ArticleStandard/Article/detail/197181?contextCategoryId=10568&ref=25 I'm interested in continuing education and more job training, but every time I approach the doctor, she blows me off. What should I do? 2005-12-01T05:00:00Z XML http://veterinaryteam.dvm360.com/firstline/Veterinary+team/Preparing-to-volunteer/ArticleStandard/Article/detail/197182?contextCategoryId=10568&ref=25 How can I prepare to volunteer during a disaster? 2005-12-01T05:00:00Z XML