Welcome to Office management

Important information: Books needed include: I will show you at the beginning of class PowerPoints will be provided on website: http://msnelsonlvt.weebly.com/ These will be organized by weeks Assignments and important documents will be handed out in class: You will need an organized binder for all your assignments and important documents This class is all about getting organized

Grading: based off weighted point system Quizzes Test Assignments Professionalism Student interview Advisement available by appointment: Ms.NelsonLVT@gmail.com

Missed grades: Missed scheduled tests will be made up during the final exam. Makeup tests will be worth a maximum of 70% (unless excused) Missed quizzes can NOT be made up Late classwork/homework will not be accepted and will not be made up. Homework due at start of class There will NOT be unannounced pop quizzes (Unless you give me a reason) Pop quizzes can not be made up if missed

Class Rules: No sleeping: 5-10 professional points deducted No cell phones/Smart watches Phones can be used for power points but ask me first Absolutely no background talk TREAT OTHERS WITH RESPECT!! You break this rule, you will get no warning. I will ask you to leave No food or beverages (other than water) No bathroom breaks unless you can not wait (ask first) If happens a lot you will have professional points deducted

Class rules continued: 2 absences per term are allowed without grade deductions Leaving class for greater than 15 minutes results in an absence 1 minute late and you will be counted tardy 3 tardies = 1 absence Greater than 15 minutes tardy = absence Excused absences only apply if absent 3 or more consecutive days and present approved documentation. All other absences will be factored as one of the allowable for the semester.

Plan for this class: Learn the importance of operating a successful hospital Every hospital is different, but organization is the key to success This starts with first line of defense: answering phones, greeting clients, scheduling appointments, having a well organized flow of how the hospital will be operated Marketing is also a big key to success Learn the different roles within different hospitals/clinics General practice vs. Specialty practice You will learn how different areas within hospitals are operated This will include the technicians role in each area Lead technicians Office manager (sometimes it’s the lead technician) Hospital manager Marketing manager (Sometimes it’s the office manager) Different areas include: Reception, exam room technicians, surgery technicians, hospital technicians, veterinary technician, veterinary assistance, kennel staff (For both general practice and specialty practices) In specialty each department has a different manager. This is because each department is unique and requires the flow to be different for each specialty.

Plan for this class continued: Learn how to handle different situations within a hospital This will include how to talk to different types of clients How to handle difficult clients (angry, emotional, rude) How to handle emotional situations (euthanasia, emergencies, low income families) Learn how to conduct a well written resume How to interview with confidence Take your skills and make them POP on your resume You have to start somewhere, so don’t be discouraged How to obtain a job (The goal is to have a successful interview)

Different staff members within the hospital: Receptionist Veterinary technicians /technologist: graduates of an AVMA-accredited program Veterinary assistants: usually has some sort of certificate Veterinarians Kennel staff Office manager Practice manager Hospital administrators Veterinary technicians: 2 year degree Veterinary technologist: 4 year degree The American Veterinary Medical Association (AVMA)  not-for-profit association representing more than 91,000 U.S. veterinarians working in private and corporate practice, government, industry, academia, and uniformed services.

Receptionists role: Answering phones Ex: “Thank you for calling Sugarland veterinary specialists, this is kati, how can I help you today?” Obtaining client information ( name, address, phone number, email, pets signalment) Ex: Bonnie, a 2 yr old, silver/tan, female, spayed Yorkie Ex: Ricardo, a 6 month old brwn/wht, intact, male English bulldog Scheduling appointments (over phone or in person) Handling payments Transferring calls to technicians For medical questions In specialty: different departments (depending on what the patients needs are) Faxing medical records/referrals (Or obtaining referrals) Filing medical records/pulling medical records (patients coming in for exams) Signalment: age, sex, breed, reproductive status, color Medical questions: parasite questions, toxic ingestion questions, medication questions Faxing records/referrals: General practice reception will send referral sheets to specialists. Receptionist at specialty practices will take referrals and send them to whatever specialty they request to have it approved. They will then call the client and schedule the appointment once it has been approved.

Veterinary technicians/technologist role: This will depend on where they work (general practice, specialty, laboratories, companion animal practices, exotic practices) Answering medical questions over the phone (If you do not know the answer, DO NOT GUESS!! Ask for help) Taking appointments Obtaining vitals Performing brief physical exam Obtaining a history Obtaining chief complaint Restraining for doctor (Never let the doctor get bit) Educating clients on vaccines/medications/patient care Administering vaccines and medications (oral or injections), performing vena puncture, performing blood work/UA/Fecal/Ear cytology. Filling medications (could include calculating) Performing radiographs/laser therapy With knowledge and experience you will eventually begin to feel more confident with answering questions. Some veterinarians will give the dose and how many times a day they would like it given. It is up to you to calculate how much the pet should receive.

Veterinary technicians role continued: Check in surgical/medical drop off’s/triage patients (specific paper work is needed for this) Placing intravenous catheters +/- administering premedication (IV or IM) +/- intubation (depends where you work) Setting up the operating room and/or dental suite (both general and specialty practice) Monitoring sedation or anesthesia Performing dental procedures (includes dental radiographs) +/- calculating preoperative medications/perioperative medications/post operative medications/Intravenous fluids(surgical and postoperative fluids) Recovering surgical patient (includes extubating, providing heat support, checking vitals, making treatment sheet) ALL PATIENTS NEED A TREATMENT SHEET!!! Filling post operative medications Discharging surgical patients to owner Perioperative: antibiotics Discharge is best done by the person who performed the anesthesia. If not possible, the surgical technician will round the patient over to another technician.

Veterinary assistants role: Restraining patients Walking patients in hospital +/- administering oral medications Cleaning kennels Setting up kennels for surgical patients +/- obtaining vitals +/- feeding hospitalized patients Some places do not have veterinary assistants Depending on where you work will depend if the kennel staff is the veterinary assistant.

Veterinarians role: Diagnosing and treating ill or injured animals and providing preventive or wellness care to animals Performing physical exam Make a medical plan depending on physical exam findings Establish prognosis Performing surgical procedures Performing dental extractions Filling out medical records And much more….

Kennel staff role: Checking in boarders (specific paper work is needed for this) Walking dogs boarding (documenting urination/stool) Feeding dogs and cats boarding (documenting appetite) Cleaning kennels (for both cats and dogs) this helps prevent Nosocomial infections Report any abnormal behavior +/- administering medications (usually medications such as vitamins, Benadryl or supplements) Hospital laundry (technicians help out this as well) Bathing boarders (expressing anal glands/cleaning ears/nail trims) Technicians will check in all surgical and medical drop off’s. If the boarders are on medication, the technician will have to check the boarder in as well. Technicians will help kennel staff with anal glands, ear cleanings and nail trims

Office managers/practice manager role: Hiring/training staff members Scheduling staff members (usually the receptionist schedule) +/- marketing Ordering inventory for entire hospital(sometimes a veterinary technician will do this as well) Establishing budgets and fees Payroll Scheduling continuing education meetings Handling difficult clients/employee issues Hospital administration role: Overall hospital care (both medical and administrative) Communicate with corporate Schedule staff meetings for overall hospital needs Lead veterinary technicians usually will schedule technicians Practice manager usually reports to hospital administrator (It is not uncommon for veterinary technicians to move up into the role) problem is sometimes they don’t have the appropriate management experience. Advantage is they usually have been there for a while. They can get certified through the Veterinary Hospital Managers Association. They would be a CVPM (certified veterinary practice manager) Hospital administrators are in charge of everyone, including veterinarians

Remember…. Everyone's role within the hospital is important A hospital will not be successful if you do not work as a team In order to work as a team, you must have respect for each other Never think that you’re above another person (that just causes unnecessary negativity within the hospital setting) We are all here because of our passion for helping animals NEVER FORGET THAT At the end of the day, the patient is the most important part of your job

Lets play a game….. What are you passionate about and why?

Lets get started…. Take your note card Write your name on it Answer 4 simple questions You will stand up in front of the class and present your answers This is worth 5 points This will give me an idea as to where you would like to see yourself after you graduate

Answer these questions: What are you passionate about? (The answer is not animals) Patient care What do you think will be your favorite cases to work with and why? Neurology cases are my favorite These cases require so much additional care I find neurologic disease so interesting because they are no always a simple fix What kind of hospital would like to work in and why? Specialty within an ICU setting You will learn so much within an ICU and it is all about patient care Where would you like to see yourself in 5 years? Educating aspiring veterinary technicians You guys learned about all the different cases you could encounter in Canine Feline clinical management so you should have an idea as to what interest you now