Veterinary Healthcare Services

Thomas E. Catanzaro, DVM, MHA, FACHE, Diplomate, American College of Healthcare Executives, is the first veterinarian to receive board certification with the American College of Healthcare Executives. He has spent the last decade building the largest veterinary-exclusive, diplomate-led veterinary consulting team in the United States. His full-time consultation and seminar schedule has given him knowledge and appreciation for the multitude of practice options. Thom Haig, DVM, is a partner in a multispecies veterinary hospital in Nevada. He has been a lead consultant for Catanzaro & Associates for the last seven years. He is also co-editor of the VIN practice management board. His past experience with the Nevada State Board brings a unique perspective to value the value of medical records. Peter Weinstein, DVM, MBA, is a veterinarian and hospital administrator at an animal hospital in the suburban setting in southern California. His practice management consultation with Catanzaro & Associates and his experience with state and local veterinary medical associations have provided tremendous exposure to a variety of practice styles. Judi Leake, DVM, used the lessons from practice management principles of Dr. Catanzaro to allow her to begin an early retirement. Retirement was short-lived, and she is currently building a stare-of-the-art hospital and pet resort near Aspen, Colorado. Heather Howell, RVT, MBA, is a hospital administrator in a seven doctor, mixed animal practice in Nevada. Her interests in human resources and personnel management contribute to the team-building emphasis of this book.

• Foreword ixPreface xiList of Abbreviations xiii1 The Era of Revenue Generation – The Front Door Must Swing 32 The Appointment Book 213 Outpatient Programs and Procedures 334 Inpatient Procedures 495 Marketing 736 Ancillary Services 897 New Technologies & Emerging Trends 103Appendix 1 Programs 117Appendix 2 Protocols and Bundles 135Appendix 3 More Receptionist Scripts 147Appendix 4 More Resort Forms 153