Veterinary Management in Transition

Thomas E. Catanzaro, DVM, MHA, FACHE, and diplomate of the American College of Healthcare Executives, is the first veterinarian to receive board certification from the American College of Healthcare Executives. He has 30 years of experience as a practitioner, a hospital services director for AAHA, and a consultant. Widely published and in demand as a speaker, Catanzaro addresses areas of skill that are not usually included in a veterinarian's formal education.

• Preface ixIntroductionAre You an Effective Veterinary Administrator? XviiThe Veterinary Healthcare Team xviiThe New Ear xxThe Prime Thrust: Effective Administration xxiSigns of Administrative Success and Failure xxiiEarmarks of the Download Spiral xxiiSigns of a Winter xxiiiApplying Effectiveness Concepts xxvSelf-Evaluation xxvAppreciating Human Resources xxviThe Future xxviiThe Role of Hospital Managers in Veterinary Medicine xxviiRevolutionary Change xxviiDealing with Management Costs xxviiiImpediments to Success xxviiiThe Hospital Manager’s Future Quiz xxxChapter OneAre you Ready to Change? 3It is Not, Nor Will it Ever Be Again, “Business as Usual” 3Five Success Measures 6The Business of Veterinary Program Planning 9The Dynamic Budget Planning Process 9Implementation of Program-based Planning 12Veterinary Practice Checklist for Self-assessment 14Chapter TwoGovernance 21The Functions of Governance 23The New Era for Veterinary Medicine 27Barriers to Effective Governance: The Seven Deadly Sins 291 Representational Governance 292 Lack of Mission Focus 303 Resistance to Change 314 Bad Governance Information 335 Failure to Dump Deadwood 346 Holding on the the Past 357 Lack of Job Descriptions 36Controlling the Chaos of Change 37Governance for Twenty-first Century 38Engineering Veterinary Boards for a New Era 38Making it Happen for You 44Setting the Agenda 45Providing Relevant Information 47Choosing a Daily Operational Structure 48Minimizing Friction 49Administrator Skills and Performance Factors 52Survey-When Is it time for Governance? 55Chapter ThreeExpansion in the New Millennium-Representing the Group 59The Return to Core Values 59Managing Multiple Practices 61Leadership Essentials 62The Premise 62Training Requirements 64Performance Measurements 64Accountability 65Reporting 66Performance Evaluation 66Comparisons 66Analysis 67Internal Controls 68A Dozen Signal Flares 68Trust Everybody, but Cut the Cards 70Planning 71Putting It Together 71“Management du Jour” and Current Literature 72The Future Tense: The Stress of Change 73Ethics: Doing the Right Things 75Checklist for Multiple Boss Readiness 80Chapter FourHiring a Group Administrator 83A Historical Perspective 83The Era of Paper 83The New Visual Media 84The Feeling Years 85Integration 86Social Trends: The Impact of Addictions 87Food 88Work 88Sex 89Money 89Gambling 90Drugs 91Plan of Action 92Steps to Clarity 92Steps to Resolution 92Postscript 93Establishing Personal Practice Priorities 94Tasked Priorities 95Triage Requirements 96Building for a Better Tomorrow 97Compensation for Practice Managers 98Methods for Computing Compensation 99What Managers Are Really Paid 101Non-Monetary Factors 102Aids for the New Administrator 103Common Sense 103Delegating Decisions 105Service Skills 107How to Train a Hospital Manager 108Management Effectiveness Questionnaire 112Chapter FiveThe Rest of the Story 119Changing Attitudes 119Focus on the Short Term 119Redefining Success 120Making Changes 122Need for Leadership 122Resistance to Change 122Are you Ready for Change? 125Critical Practice Tools 126Performance Planning 126Forming Alliances 127Building Pride 128The Present Is Rooted in the Past 130Expectations 131Patient Advocacy 132Average is not Enough 133Organize to Capitalize 134Caring Leadership: Individuals Count 135Creating and Controlling the Chaos of Change 137Quantum Physics Replaces Mechanistic Process 137The Renaissance Prescription 139Entering the New Playing Field 140Ready for Change Assessment 143Appendix A Nurturing Your Leadership Competencies 159Appendix B Ten Areas of Group Administrator Expertise 167Appendix C The Annual Business of Business 177Appendix D Understanding Behavioral Patterns 181Appendix E Staff Development Assessment 197Appendix F Administrative Action Plans 215