Blackwell's Five-Minute Veterinary Practice Management Consult

THE EDITOR LOWELL ACKERMAN, DVM, DACVD, MBA, MPA, CVA, MRCVS, is a global consultant, author, and lecturer based in Westborough, Massachusetts, USA.

• Editor-in-Chief and Consulting Editors xviList of Contributors xviiPreface xxiAbout the Companion Website xxiiSection 1 Marketplace 11.1 Models of Veterinary Practice, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 21.2 Challenges to the Profession, Peter Weinstein, DVM, MBA 61.3 Trends in Companion Animal Veterinary Practices, Brian Cassell, DVM 101.4 Veterinary Trade Areas, David F. McCormick, MS, CVA 141.5 Today’s Pet Owner, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 161.6 Today’s Veterinarian, John Tait, DVM, MBA, MS(Fin.), CFP 181.7 Today’s Veterinary Students, Ryane E. Englar, DVM, DABVP (Canine and Feline Practice) 201.8 Internships and Residencies, Ryane E. Englar, DVM, DABVP (Canine and Feline Practice) 221.9 Veterinary Paraprofessionals, Kara M. Burns, MS, MEd, LVT, VTS (Nutrition) 261.10 Veterinary Staff, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 281.11 Functioning as a Healthcare Team, Louise S. Dunn 321.12 Differing Perspectives of Practice Teammates, Louise S. Dunn 361.13 Generational Differences, Randy Hall 381.14 Gender Issues, Bernadine Cruz, DVM, CVJ 421.15 Personality Profiling, Lorraine Monheiser List, CPA, CVA 461.16 Value Disciplines, Elizabeth Bellavance, DVM, MBA, CEPA 501.17 Practice Management Support Professionals, Elizabeth Bellavance, DVM, MBA, CEPA 521.18 Stakeholders and Strategic Partners, Elizabeth Bellavance, DVM, MBA, CEPA 561.19 Importance of the Human–Animal Bond, Jacqui Ley, BVSc (Hons), PhD, DECAWBM, FANZCVS (Veterinary Behaviour) 581.20 Mergers and Acquisitions, James E. Guenther, DVM, MBA, MHA, CVPM, CEPA, CM&AA 601.21 Corporate Veterinary Practices, Leslie A. Mamalis, MBA, MSIT, CVA 621.22 Not-For-Profit Veterinary Hospitals, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 641.23 House-Call and Mobile Practices, Katherine van Ekert, BVSc 681.24 Hospice and Palliative Care, Shea Cox, DVM, CVPP, CHPV, CPLP 701.25 Specialty and Emergency Centers, James E. Guenther, DVM, MBA, MHA, CVPM, CEPA, CM&AA 741.26 Equine Practice Management, James E. Guenther, DVM, MBA, MHA, CVPM, CEPA, CM&AA and Elise Lacher, CPA 781.27 Food Animal Practice Management, Lance M. Roasa, DVM, MS, JD 821.28 Mixed Animal Practice Management, Lance M. Roasa, DVM, MS, JD 86Section 2 Administrative Management 912.1 Workplace Management, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 922.2 Organizational Charts, Katherine Dobbs, RVT, CVPM, PHR 962.3 Managing People, Heather Prendergast, RVT, CVPM, SPHR 982.4 Working in Teams, Shawn G. McVey, MA, MSW 1002.5 Motivating the Healthcare Team, Louise S. Dunn 1042.6 Accountability, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 1062.7 Change Management, Randy Hall 1082.8 Compassion Fatigue and Burnout, Katherine Dobbs, RVT, CVPM, PHR 1102.9 Moral Distress and Ethics Exhaustion, Katherine Dobbs, RVT, CVPM, PHR 1122.10 Compromise Fatigue, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 1142.11 Making Meetings Work, Karyn Gavzer, MBA, CVPM 1162.12 Leadership, Lorraine Monheiser List, CPA, CVA 1182.13 Leadership Fatigue, Heather Prendergast, RVT, CVPM, SPHR 1222.14 Implementation: Getting it Done, Robin Brogdon, MA 1242.15 Emotional Intelligence, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 1282.16 Finding the Right Fit, Heather Prendergast, RVT, CVPM, SPHR. 1302.17 Negotiating 101, Peter Weinstein, DVM, MBA 1322.18 When to Hire an Office Manager/Administrator, Mark J. McGaunn, CPA/PFS, CFP® 1362.19 Staff Performance Planning, Kurt A. Oster, MS, SPHR, SHRM-SCP 1382.20 Staffing Budgets, Kurt A. Oster, MS, SPHR, SHRM-SCP 1422.21 Operations Manuals, Peter Weinstein, DVM, MBA 1442.22 Procedure Manuals, Kurt A. Oster, MS, SPHR, SHRM-SCP 1462.23 Enhancing Doctor Productivity, Elizabeth Bellavance, DVM, MBA, CEPA 1482.24 Enhancing Team Productivity, Louise S. Dunn 1502.25 Appropriate Handling of Medical Errors, Ryane E. Englar, DVM, DABVP (Canine and Feline Practice) 1522.26 Changing Organizational Culture, Randy Hall 1542.27 Practice Insurance Needs, Cory Friedman, CBC 1582.28 Employee Benefits Programs, Cory Friedman, CBC 1602.29 Not-for-Profit Foundations, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 162Section 3 Human Resources 1653.1 Compensation, Karen E. Felsted, CPA, MS, DVM, CVPM, CVA 1663.2 Benefits, Karen E. Felsted, CPA, MS, DVM, CVPM, CVA 1703.3 Wage and Benefit Summaries: The Whole Package, Karen E. Felsted, CPA, MS, DVM, CVPM, CVA 1743.4 Employee Bonus Criteria, Mark J. McGaunn, CPA/PFS, CFP® 1763.5 Employee-Related Costs, Karen E. Felsted, CPA, MS, DVM, CVPM, CVA 1783.6 Continuing Education Benefits, Karen E. Felsted, CPA, MS, DVM, CVPM, CVA 1803.7 Effective Staff Recruitment, Robin Brogdon, MA 1823.8 Screening Potential Hires, Randy Hall 1863.9 Staff Orientation (Onboarding and Integration), Ryane E. Englar, DVM, DABVP (Canine and Feline Practice) 1903.10 Staff Training, Karyn Gavzer, MBA, CVPM 1923.11 Structured On-the-Job Training, Joel Gendelman, Ed.D. and Louise S. Dunn 1943.12 It’s Not Your Job … It’s Your Responsibility, Peter Weinstein, DVM, MBA 1963.13 Leveraging Staff, Heather Prendergast, RVT, CVPM, SPHR 2003.14 Staff Development, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 2023.15 Engaging Staff, Robin Brogdon, MA 2043.16 Effective Coaching for the Exam Room, Mary Ann Vande Linde, DVM 2063.17 Mentoring, Kurt A. Oster, MS SPHR, SHRM-SCP 2103.18 Staff Scheduling Options, Kurt A. Oster, MS SPHR, SHRM-SCP 2123.19 Staff Performance Evaluations, Shawn G. McVey, MA, MSW 2163.20 Staff Turnover and Retention, Lorraine Monheiser List, CPA, CVA 2183.21 Employee Manuals, Katherine Dobbs, RVT, CVPM, PHR 2223.22 Measuring Your Human Resource (HR) Performance, Karen E. Felsted, CPA,MS, DVM, CVPM, CVA 2243.23 Office Politics, Karyn Gavzer, MBA, CVPM 2263.24 Conflict Resolution, Karyn Gavzer, MBA, CVPM 2283.25 Dealing with Difficult Employees, Angela Schneider, CVT, CVPM 2303.26 Effective Disciplinary Protocols, Heather Prendergast, RVT, CVPM, SPHR 2323.27 Personnel Records, Katherine Dobbs, RVT, CVPM, PHR 2343.28 Terminating Staff, Randy Hall 236Section 4 Client Relationship Management 2394.1 The Basics of Client Service, Amanda L. Donnelly, DVM, MBA 2404.2 Client Service Strategies, Randy Hall 2444.3 Exceptional Client Service, Robin Brogdon, MA 2484.4 What Clients Expect from Their Veterinarian, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 2504.5 Meeting the Needs of Pet Parents, Robin Brogdon, MA 2524.6 Client Perception and Learning, Dallas McMillan, BVSc, BSc (Vet) 2544.7 The Client’s Buying Journey, Robert Sanchez 2584.8 Pet-Specific Care, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 2604.9 Lifelong Excellence in Healthcare, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 2644.10 Personalized Pet Profiles, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 2684.11 Compliance and Adherence, Karyn Gavzer, MBA, CVPM 2724.12 Creating a Client-Centered Hospital, Nan Boss, DVM 2764.13 Creating a Feline-Friendly Focus and Facility, Jane Brunt, DVM 2804.14 Developing a Fear Free Hospital, Heather Prendergast, RVT, CVPM, SPHR 2844.15 Client Appointment Scheduling, Kurt A. Oster, MS, SPHR, SHRM-SCP 2884.16 Client Reminders Systems, Justin Phillips 2904.17 Maintaining Regular Client Contact, Robin Brogdon, MA 2924.18 Telephone Service Management, Karyn Gavzer, MBA, CVPM 2944.19 Measuring Client Satisfaction, Justin Phillips 2964.20 Client Rewards Programs, Diederik Gelderman, BVSc, MVS, MT-NL, TAE Cert IV 3004.21 Client Retention, Kurt A. Oster, MS, SPHR, SHRM-SCP 3024.22 High-Touch and High-Tech Customer Service, Nan Boss, DVM 3064.23 The Extended Hospital Team: Making Referrals Work, Amanda L. Donnelly, DVM, MBA 3084.24 Telehealth, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 310Section 5 Communication 3135.1 Effective Client Communication, James P. Humphries, DVM, CVJ 3145.2 Identifying Client Communication Styles, Angela Schneider, CVT, CVPM 3165.3 Speaking as a Professional, Kathleen A. Bonvicini, MPH, EdD 3185.4 Making Clear Client Recommendations, Mary Ann Vande Linde, DVM 3205.5 Translating Medicalese, Kathleen A. Bonvicini, MPH, EdD 3245.6 Shared Decision-Making, Kathleen A. Bonvicini, MPH, EdD 3285.7 Posing Client Questions Effectively: Open-Ended Inquiry, Mary Ann Vande Linde, DVM 3305.8 Reflective Listening, Kathleen A. Bonvicini, MPH, EdD 3345.9 Nonverbal Communication, Kathleen A. Bonvicini, MPH, EdD 3385.10 Empathy, Diederik Gelderman, BVSc, MVS, MT-NLP, TAE Cert IV 3405.11 Harnessing the Power of Negativity, Bernadine Cruz, DVM, CVJ 3425.12 Discussing Pet-Specific Care, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 3445.13 Discussing Finances, Lorraine Monheiser List, CPA, CVA 3485.14 Discussing Behavior, Gary Landsberg, DVM, MRCVS, DACVB, DECAWBM and Jacqui Ley, BVSc (Hons), PhD, DECAWBM, FANZCVS (Veterinary Behaviour) 3505.15 Discussing Diet and Nutrition, Sean J. Delaney, DVM, MS, DACVN 3545.16 Discussing Oral Health, Heidi B. Lobprise, DVM, DAVDC 3565.17 Discussing Pain Management, Andrea Looney, DVM, DACVA, DACVSMR 3585.18 Discussing Anesthetic Risk, Ryane E. Englar, DVM, DABVP (Canine and Feline Practice) 3625.19 Giving and Receiving Feedback, Diederik Gelderman, BVSc, MVS, MT-NLP, TAE Cert IV 3665.20 Delivering Bad News, Kathleen A. Bonvicini, MPH, EdD 3685.21 Dealing with an Angry Client, Ryane E. Englar, DVM, DABVP (Canine and Feline Practice) 3725.22 Discussing Quality of Life and End of Life Issues, Shea Cox, DVM, CVPP, CHPV, CPLP 3745.23 Dealing with a Grieving Client, Katherine Dobbs, RVT, CVPM, PHR 3765.24 Dealing with a Crisis, Linda Wasche, MBA, MA 378Section 6 Marketing Management 3816.1 The Big Picture: Marketing, Advertising, Promotion, and Public Relations, Rebecca Hart, APR 3826.2 Giving Clients What They Want Most, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 3846.3 Better Meeting the Needs of Existing Clients (Internal Marketing), Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 3886.4 Attracting New Clients (External Marketing), Robin Brogdon, MA 3926.5 Defining Marketplace Opportunities, Linda Wasche, MBA, MA 3946.6 Marketing Plan, Amanda L. Donnelly, DVM, MBA 3966.7 Basic Tools of Marketing, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 3986.8 Demographic Assessment, David F. McCormick, MS, CVA 4006.9 Client and Patient Segmentation, Linda Wasche, MBA, MA 4026.10 Target Marketing and Targeted Client Outreach, Linda Wasche, MBA, MA 4066.11 Push versus Pull Marketing, Linda Wasche, MBA, MA 4086.12 Practice Positioning, Linda Wasche, MBA, MA 4106.13 Branding, Dallas McMillan, BVSc, BSc (Vet) 4126.14 Emotional Branding, Katie Addlestone, BA, MA, CIM 4146.15 Practice Differentiation, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 4166.16 Internal Team Marketing, Heather Prendergast, RVT, CVPM, SPHR 4186.17 Professional Promotion and Publicity, James P. Humphries, DVM, CVJ 4206.18 Client Education Tools, Katie Addlestone, BA, MA, CIM. 4226.19 Paid Advertising, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 4266.20 Personalized Marketing, Justin Phillips 4286.21 Client Focus Groups, Justin Phillips 4306.22 Outbound Telephone Calls, Karyn Gavzer, MBA, CVPM 4346.23 Measuring Marketing Performance, Rebecca Hart, APR 4366.24 Dealing with the Media, James P. Humphries, DVM, CVJ 438Section 7 Financial Management 4417.1 Time Value of Money, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 4427.2 Financial Statements, Lorraine Monheiser List, CPA, CVA 4447.3 Measures of Liquidity, Solvency, and Profitability, Marsha L. Heinke, DVM, EA, CPA, CVPM 4487.4 Getting the Most Out of Your Accounting Professional, Mark J. McGaunn, CPA/PFS, CFP® 4547.5 Analyzing Client Transactions, Karen E. Felsted, CPA, MS, DVM, CVPM, CVA 4567.6 Benchmarking, Kurt A. Oster, MS, SPHR, SHRM-SCP 4587.7 Data You Should Be Reviewing Regularly, Karen E. Felsted, CPA, MS, DVM, CVPM, CVA 4607.8 Key Performance Indicators, Leslie A. Mamalis, MBA, MSIT, CVA 4627.9 Making Valid Comparisons Between Practices and Services, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 4667.10 Compensating Owners in Multi-Owner Practices, Leslie A. Mamalis, MBA, MSIT, CVA 4687.11 Understanding Practice Profitability, Karen E. Felsted, CPA, MS, DVM, CVPM, CVA 4707.12 Pricing Strategies, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 4747.13 Breakeven Analysis, Karen E. Felsted, CPA, MS, DVM, CVPM, CVA 4787.14 Activity-Based Costing and Cost Allocation, Elizabeth Bellavance, DVM, MBA, CEPA 4807.15 Internal Accounting Controls, Mark J. McGaunn, CPA/PFS, CFP® 4847.16 Return on Investment from Practice Ownership, Karen E. Felsted, CPA, MS, DVM, CVPM, CVA 4867.17 Perquisites (Perks) of Practice Ownership, Elise M. Lacher, CPA 4887.18 Forgotten Costs of Doing Business in a Veterinary Hospital, Karen E. Felsted, CPA, MS, DVM, CVPM, CVA 4907.19 Capitalization and Depreciation, Mark J. McGaunn, CPA/PFS, CFP® 4927.20 Accounting Closing Processes, Mark J. McGaunn, CPA/PFS, CFP® 4947.21 Tax Planning, Mark J. McGaunn, CPA/PFS, CFP® 4967.22 Employee Stock Ownership Plan (ESOP), Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 5007.23 Buying a Practice, David F. McCormick, MS, CVA 5027.24 Buying into a Practice as a Partner, David F. McCormick, MS, CVA 5067.25 Practice Sales: Planning, Structure, and Methods to Minimize Taxes, Gary L. Ackerman, DVM 5087.26 Planning for the Sale of a Practice, David F. McCormick, MS, CVA and Larry F. McCormick, DVM, MBA, CBA 5127.27 Selling to a Corporate Entity, Karl Salzsieder, DVM, JD, CVA 516Section 8 Cash Management 5198.1 Revenue Streams in Veterinary Practice, Karen E. Felsted, CPA, MS, DVM, CVPM, CVA 5208.2 Revenue Budgets and Forecasts, Kurt A. Oster, MS, SPHR, SHRM-SCP 5248.3 Increasing the Top Line in Practice, Elizabeth Bellavance, DVM, MBA, CEPA 5268.4 Expenses in Veterinary Practice, Karen E. Felsted, CPA,MS, DVM, CVPM, CVA 5288.5 Managing General and Administrative Expenses, Marsha L. Heinke, DVM, EA, CPA, CVPM 5308.6 Improving the Bottom Line (Profit) in Practice, Jon C. Dittrich, BSIM, MBA 5348.7 Payroll Management, Kurt A. Oster, MS, SPHR, SHRM-SCP 5368.8 Ordering Inventory Economically, Angela Schneider, CVT, CVPM and Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 5388.9 Accounts Receivable Issues, Elise M. Lacher, CPA 5408.10 Getting Paid for Services Rendered, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 5428.11 Pet Health Insurance, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 5448.12 Payment (Wellness) Plans, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 5488.13 Third-Party Financing, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 5508.14 Digital Wallets, Peter Alberti, BSBA 5528.15 Cryptocurrencies, Justin Phillips 5548.16 Credit and Collections, Amanda L. Donnelly, DVM, MBA 5568.17 Discounting, Jon C. Dittrich, BSIM, MBA 5588.18 Practice Reinvestment, James E. Guenther, DVM, MBA, MHA, CVPM, CEPA, CM&AA 5608.19 Borrowing Money, Marsha L. Heinke, DVM, EA, CPA, CVPM 5648.20 Buying versus Leasing, Elise M. Lacher, CPA 5688.21 Controlling Cash Flow: Budgeting, Mark J. McGaunn, CPA/PFS, CFP® 5708.22 The Electronic Funds Transfer Payment Process, Mark J. McGaunn, CPA/PFS, CFP® 5748.23 Value-Added Tax and Goods and Services Tax, Peter Alberti, BSBA 5768.24 Cash Control: Preventing Embezzlement, Elise M. Lacher, CPA 578Section 9 Operations Management 5819.1 Medical Records and Patient Documentation, Karl Salzsieder, DVM, JD, CVA 5829.2 Patient and Procedure Logs, Kurt A. Oster, MS, SPHR, SHRM-SCP 5849.3 Standards of Care and Care Pathways, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 5869.4 Continuity of Care, Kurt A. Oster, MS, SPHR, SHRM-SCP 5949.5 Profit Centers, Lorraine Monheiser List, CPA, CVA 5969.6 Value-Added Analysis, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 6009.7 Continuous Quality Improvement, Elizabeth Bellavance, DVM, MBA, CEPA 6029.8 Digital Imaging Systems in Practice, Ryan King, DVM, DACVR 6049.9 Laboratory Considerations, Kara M. Burns, MS, MEd, LVT, VTS (Nutrition) 6069.10 Medical Equipment and Fixtures, James E. Guenther, DVM, MBA, MHA, CVPM, CEPA, CM&AA 6089.11 Effective Inventory Management, Angela Schneider, CVT, CVPM 6109.12 Inventory Management: Nutritional Products, Sean J. Delaney, DVM, MS, DACVN 6149.13 Medication Dispensing, Compounding, and Prescribing Practices, Angela Schneider, CVT, CVPM 6169.14 Medication Dispensing, Compounding, and Prescribing: Legal Considerations, Adam P. Karp, MS, JD 6209.15 Pharmacy Management as a Profit Center, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 6229.16 Retail Sales: The Art and the Science, Angela Schneider, CVT, CVPM 6249.17 Veterinary Feed Directives, Lance M. Roasa, DVM, MS, JD 6269.18 Adding Emergency Services, Brian Cassell, DVM 6289.19 Integration of Hospice and Palliative Care into Practice, Shea Cox, DVM, CVPP, CHPV, CPLP 6329.20 Kennel Management as a Profit Center, Mark J. McGaunn, CPA/PFS, CFP® 6369.21 Waste Management, Heather E. Lewis, AIA, NCARB 638Section 10 Information Technology 64110.1 Information Technology in Veterinary Medicine, Robert Sanchez 64210.2 Selecting Computer Hardware, Eric D. Garcia 64410.3 Selecting Computer Software, Kurt A. Oster, MS, SPHR, SHRM-SCP 64610.4 Selecting Financial/Accounting Software, Leslie A. Mamalis, MBA, MSIT, CVA 65010.5 Cloud-Based Solutions, Eric D. Garcia 65210.6 Keeping Technology in Perspective, Robert Sanchez 65410.7 Information Security: Backing Up and Archiving Your System, Eric D. Garcia 65610.8 Cybersecurity and Network Security, Eric D. Garcia 65810.9 Blockchain, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 66010.10 Paperless Practice, Debbie Boone, BS, CVPM 66210.11 Electronic Communication: E-mail and Texting, Eric D. Garcia 66410.12 Digital Marketing Strategies, Eric D. Garcia 66810.13 Websites, Kelly Baltzell, MA 67210.14 Search Engine Optimization, Kelly Baltzell, MA 67410.15 Paid Online Advertising, Kelly Baltzell, MA 67610.16 Social Media, Eric D. Garcia 67810.17 Mobile Applications, Eric D. Garcia 68210.18 Patient Portals, Eric D. Garcia 68410.19 Protecting and Defending Your Online Reputation, Eric D. Garcia 68610.20 Measuring Performance of Digital Media Campaigns, Eric D. Garcia 68810.21 Technology: Redefining the Client Visit, Eric D. Garcia 69010.22 Online Retail: Making it Work, Eric D. Garcia 69610.23 Virtual Team Training, Joel Gendelman, Ed.D and Louise S. Dunn 69810.24 Internet Use Policy, David D. Barbee, DVM, MS, DACVR 70210.25 Digital Communication Policies for Staff, Eric D. Garcia 704Section 11 Facility Management, Design and Construction 70711.1 Contemplating Practice Ownership: Getting Started, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 70811.2 Building, Buying, or Leasing? Bryan M. King, AIA, NCARB 71011.3 Asset Ownership, Elise M. Lacher, CPA 71211.4 Financing Basics, Elise M. Lacher, CPA 71411.5 Selecting a Site, Tony L. Cochrane, AIA 71611.6 How Large Should a Clinic Be? Tony L. Cochrane, AIA 71811.7 The Construction Process and Working with Architects, Bryan M. King, AIA, NCARB 72011.8 Zoning and Permitting, Tony L. Cochrane, AIA 72211.9 Managing Construction Costs, Bryan M. King, AIA, NCARB 72411.10 Practice Renovations, Vicki J. Pollard, AIA, NCARB, CVT 72811.11 Leasehold Improvements, Tony L. Cochrane, AIA 73011.12 Designing with the Patient in Mind, Heather E. Lewis, AIA, NCARB 73211.13 Client/Patient Flow, Tony L. Cochrane, AIA 73411.14 Integrating Technology, Bryan M. King, AIA, NCARB 73811.15 Noise and Odor Control, Heather E. Lewis, AIA, NCARB 74211.16 Heating, Ventilation, and Air Conditioning, Heather E. Lewis, AIA, NCARB 74611.17 Flooring, Bryan M. King, AIA, NCARB 74811.18 Sustainable Design for Veterinary Practices, Heather E. Lewis, AIA, NCARB 75211.19 Referral and Emergency Facilities, Vicki J. Pollard, AIA, NCARB, CVT 75411.20 Pet Boarding and Luxury Accommodations, Vicki J. Pollard, AIA, NCARB, CVT 75811.21 Large Animal Facilities, Heather E. Lewis, AIA, NCARB 760Section 12 Practice Safety 76312.1 Basics of Meeting Practice Safety Requirements, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 76412.2 Practice Safety Needs, Philip J. Seibert, Jr., CVT 76812.3 Client Safety, Betsy Choder, BS, MS, JD 77012.4 Animal-Related Injuries at the Workplace, Betsy Choder, BS, MS, JD 77212.5 Security Issues for Hospital and Staff, Bryan M. King, AIA, NCARB 77612.6 Developing and Implementing a Safety Plan, Philip J. Seibert, Jr., CVT 77812.7 Hospital Safety Manual, Philip J. Seibert, Jr., CVT 78012.8 Radiation Safety, Ryan King, DVM, DACVR 78212.9 Work-Related Accidents and Workers’ Compensation, Betsy Choder, BS, MS, JD 78412.10 Emergency Preparedness, Cheryl L. Eia, JD, DVM, MPH 78612.11 Emergency Plans, Philip J. Seibert, Jr., CVT 79212.12 Controlled Substances, Karl Salzsieder, DVM, JD, CVA 79612.13 Adverse Drug Event Reporting and Pharmacovigilance, Sharon L. Campbell, DVM, MS, DACVIM 80012.14 Suicide in the Veterinary Profession, Brandon Hess, CVPM, CCFP 804Section 13 Legal Issues 80713.1 Veterinary Practice Legal Needs and Dealing with Attorneys, Karl Salzsieder, DVM, JD, CVA and John F. Scott, DVM, JD 80813.2 Informed Consent, John F. Scott, DVM, JD 81013.3 Malpractice, John F. Scott, DVM, JD 81213.4 Unprofessional Conduct, Karl Salzsieder, DVM, JD, CVA 81413.5 Privacy Policy and Confidentiality, Lance M. Roasa DVM, MS, JD 81613.6 Identity Theft Prevention Programs, Betsy Choder, BS, MS, JD 81813.7 Employment Contracts, Karl Salzsieder, DVM, JD, CVA 82213.8 Partnership Agreements, Stephen W. Cavanaugh, JD 82413.9 Buy/Sell Agreements, Karl Salzsieder, DVM, JD, CVA 82613.10 Employees versus Independent Contractors, Lance M. Roasa DVM, MS, JD 82813.11 Noncompetition, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 83013.12 Legal Duty to Refer, Betsy Choder, BS, MS, JD 83213.13 Extralabel Drug Use, Sharon L. Campbell, DVM, MS, DACVIM 83413.14 Disability Law, Karl Salzsieder, DVM, JD, CVA 83613.15 Workplace Harassment, Heather Prendergast, RVT, CVPM, SPHR 83813.16 Fair Labor Standards Act, Heather Prendergast, RVT, CVPM, SPHR 84013.17 Employment Legalities: Bias, Betsy Choder, BS, MS, JD 84413.18 Accommodating Employees with Disabilities, Betsy Choder, BS, MS, JD 84613.19 Ownership versus Guardianship, Lance M. Roasa DVM, MS, JD 84813.20 Pet Trusts and Wills, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 85213.21 Animal Abandonment, Adam P. Karp, MS, JD 85413.22 Animal Cruelty, Adam P. Karp, MS, JD 856Section 14 Planning and Decision Making 85914.1 Career Planning, Stacy Pursell, CPC/CERS 86014.2 Professional Development Plans, Stacy Pursell, CPC/CERS 86214.3 Résumé and Cover Letter, Stacy Pursell, CPC/CERS 86414.4 Curriculum Vitae, Stacy Pursell, CPC/CERS 86814.5 Strategic Planning and Implementation, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 87014.6 Identifying and Solving Practice Problems, James E. Guenther, DVM, MBA, MHA, CVPM, CEPA, CM&AA 87414.7 Time Management, Heather Prendergast, RVT, CVPM, SPHR 87814.8 Keeping up with the Pace of Change, Robin Brogdon, MA 88014.9 Mission and Vision Statements, Jon C. Dittrich, BSIM, MBA 88214.10 Business Plans, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 88414.11 Business Entity Structures, Mark J. McGaunn, CPA/PFS, CFP® 88614.12 Fractional Practice Ownership, Leslie A. Mamalis, MBA, MSIT, CVA 89014.13 Determining a Practice’s Worth, Elizabeth Bellavance, DVM, MBA, CEPA and Leslie A. Mamalis, MBA, MSIT, CVA 89214.14 The Valuation Process, Leslie A. Mamalis, MBA, MSIT, CVA 89614.15 Practice Value Rules of Thumb, Leslie A. Mamalis, MBA, MSIT, CVA 90014.16 From Associate to Owner: Beyond the Money, Peter Weinstein, DVM, MBA 90214.17 Managers as Practice Owners, Leslie A. Mamalis, MBA, MSIT, CVA 90414.18 Risk Management Issues, Mark J. McGaunn, CPA/PFS, CFP® 90614.19 Debt Management, Elise M. Lacher, CPA 90814.20 Business Contingency Planning, Cheryl L. Eia, JD, DVM, MPH 91014.21 Succession Planning, David F. McCormick, MS, CVA and Larry F. McCormick, DVM, MBA, CBA 91414.22 Gifting Practice Ownership, Mark J. McGaunn, CPA/PFS, CFP® 91814.23 Retirement Planning, Mark J. McGaunn, CPA/PFS, CFP® 92014.24 Your Next Career (Reinventing Yourself), Louise S. Dunn 922Section 15 Appendices 92715.1 Finding More Information on Practice Management Topics, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 92815.2 Sample Cover Letter and Résumé, Stacy Pursell, CPC/CERS 93015.3 Sample Curriculum Vitae, Stacy Pursell, CPC/CERS 93315.4 Sample Business Plan, Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS 93515.5 Sample Marketing Plan, Amanda L. Donnelly, DVM, MBA 939Abbreviations 940Glossary 943Index 977

“Imagine a continuing education venue where you could obtain 28 hours of top-quality veterinary management advice from 71 of the industry’s best experts. In a nutshell, that summarizes the third edition of Blackwell’s Five-Minute Veterinary Practice Management Consult. This book is a great value for the price…. this edition is a complete and valuable reference that should be in the library of every veterinarian.” - JAVMA | SEP 15, 2020 | VOL 257 | NO. 6