Sample case study: The blame game

Sample case study: The blame game

May 14, 2009

It's time to stop pointing fingers and start taking ownership. Get going by reading the scenario below. To see the receptionist's actions—and how she could've performed better—click the colored squares in the pyramid. To learn about the role of technicians and assistants, as well as practice managers, click "Next Slide" in the top right corner or click the thumbnails to the left.


Photo galleries

5 tips to stop stressing over diabetic patient monitoring

FIRSTLINE - Oct 06, 2015

By Jessica Midence, DVM, DACVIM

Mrs. Smith is hypervigilant and Mr. McKinley is laissez faire. Your veterinary team can manage these pet owners' expectations with these five fairly simple steps for more effective home monitoring without the frustration.

Gentle gestures for euthanasia

FIRSTLINE - Sep 28, 2015

By Brent Dickinson

How you handle a pet’s euthanasia is one of the most memorable moments you share with clients. So make sure your veterinary team strikes the right note.

Self-test: Got the skills to be your boss's favorite?

FIRSTLINE - Sep 24, 2015

By Kristine Suszczynski

Take this quick quiz to see if you’re stacking up the skills that will get you noticed at your veterinary practice.