1. Leading change
2. Creating a successful business
3. Managing the economy in your vet clinic
4. What leaders really do
5. What does a practice manager do?
6. Effective communication: the vital link
7. Understanding your staff - what makes people tick
8. Developing your practice team
9. Marketing your practice
10. Professional retailing in practice
11. Understanding your clients
12. Achieving excellence in client service
13. Compliance: the art of making effective recommendations
14. Role of wellness healthcare in veterinary practice
15. The future of veterinary business
Appendix 1 Telephone skills
Appendix 2 Planning and managing effective team meetings
Appendix 3 External lecturing
Appendix 4 Process mapping and quality control
Appendix 5 Setting fees in practice
Appendix 6 Practice promotional literature
Appendix 7 Conducting market surveys
Index
Many practice managers spend a considerable amount of time looking
for better ways of doing thinks, more efficient methods and
processes, and new ideas for making or saving money. Many also tend
to question what they do and want to know how others deal with the
variety of problems they encounter in pracice. It isn't a great
deal of published good, realistic advice out there on how to manage
a veterinary practice. We often want a one-stop shop that helps to
answer our questions about day-to-day practicalities and planning
our future strategies for development, expansion and increased
profits. This book goes a long way towards achieving just that,
crammed as it is with information, good advice and down-to-earth
guidance and ideas.
If you are an experienced practice manager, this book will probably
not tell you anything you do not already know, although some
interesting cameos may stimulate, particulary the sections on
management and motivational theories, which summarise succinctly a
vast body of knowledge. If you are new to the job, or planning to
own your own practice, this book is essential reading and I would
recommend it to my students.
Catherine Coates, Veterinary Times, Vol.37, No. 16, May 7,2007
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