2. Introduction Veterinary practice can be a highly structured environment that provides an excellent career for all team members. Goal is to provide superb medical care to patients and outstanding customer service to clients. Workplace should be friendly, efficient and safe. All team members should take a part of responsibility of care and must take initiative to provide the best care, whatever the position is within the clinic.

3. Veterinary Team Veterinarian Responsible for providing guidelines of medical care Assistants and technicians Responsible for following guidelines to provide excellent care.

4. In Hospital Patients Receive care from all team members and all team members are responsible for ensuring patient safety and comfort. Patients may never be left in feces and urine Must always have access to water and food when allowed Be hospitalized in a warm, comfortable environment

5. Outpatients Include those that visit for exams, lab work, or other services. Responsibility of team to provide services to clients and ensure that client receives the necessary services in a timely manner. Medications, client instructions, and handouts should be supplied to the client when needed.

6. Other considerations Internet More and more clients find information on internet. Should be encouraged to seed out practice with questions to supplement any information found on the internet. Excellent customer service Clients have expectations for prompt call backs with results, etc. Veterinary clinics are ranked higher than physicians in value that people place on them

7. Keys of Considerations Open communication Know that each role is important Roles and duties should be outlined in employee manual. Each team member should know place in hierarchy.

8. Students Can function as observers or hold paid positions. Include veterinary students, technician students, high school, students, etc.

9. Groomers May or may not be present in the clinic. Have unique technical skills and must be cautious due to many hazards that are present. Sometimes are a key link to noticing abnormalities on grooming cases.

10. Kennel Assistants Critical to health care team. Should become familiar with cleaning protocols as well as any hazards. Should be trained to detect emergency situations Must be able to interpret charts for correct feeding protocols, etc.

11. Veterinary Assistants Help technicians and veterinarians Should excel at physical restraint, laboratory skills, patient care, and client relations. Should have patience.

12. Veterinary Technicians Critical to health care team Graduate from a 2 year veterinary technology program approved by the AVMA and must pass the VTNE and any state licensing examinations. Allowed to perform certain duties not allowed by a non-licensed individual. Generally assigned a patient by the veterinarian and follows protocols set forth by practice. Critical for client communication and patient care.

13. Veterinary Technologists Graduate of a 4 year bachelor of science program in veterinary technology by the AVMA.

14. Veterinary Technician Specialties May focus on particular area of patient care. Require specialized training in the area and take another exam in that area of specialty. Internal Medicine Emergency and Critical Care Dentistry Surgery and Anesthesia Equine Behavior

15. Receptionists “Face” of the veterinary practice Greet clients, detail and clarify invoices and receive money.

16. Office Managers Responsible for overseeing the staff and running of the office.

17. Veterinarians Only members allowed to diagnose, prescribe and perform surgery on patients. Must be graduate of accredited school of veterinary medicine. Must be licensed in state where they work and pass both state and national examinations.

18. Practice Managers May or may not be present in clinic. Helps to keep entire team working together. May review records for completeness, implementation of new business strategies. Educational requirements vary.

19. Hospital Administrators May be veterinarian, technician, or a business manager. Usually has complete authority over the operation of the business and practice. Responsible for setting budgets, paying bills, creating organizational structure, and planning events.

20. Programs to Enhance Staff Education Programs are available online and at community colleges across the U.S. VSPN offers a lot of online resources. Animal Care Training videos Local specialty and emergency centers sometimes provide continuing education Manufacturer and distributors also provide training Extent of training or continuing education varies from state to state