Veterinary Practice Management

Veterinarians are increasingly aware of the need to recognize they are working in a business enterprise. From operating as small practices 20 years ago, veterinary businesses are now run along sophisticated models and operate out of multi-million pound hospitals. Drawing together the latest information on practice management, this textbook provides practical and straightforward coverage of major elements, including client relationships and staff management, business and financial procedures, computer systems and project management. This book covers practice management topics as taught in veterinary schools worldwide, providing students with a textbook resource in this increasingly important subject. It is also a valuable source of information for newly qualified veterinarians, veterinarians interested in practice management and veterinary practice managers. Contents Preface Introduction: The Context of Veterinary Practice Section 1: The Practice–Client Relationship (1): Marketing Veterinary Services 1 The Characteristics of Services 2 Building the Practice–Client Relationship 3 The Practice Communication Mix 4 The 7 Ps of Marketing Services 5 The Costs and Benefits of Marketing Section 2: The Practice–Client Relationship (2): Selecting and Keeping the Right Staff 6 Recruiting and Selecting Staff 7 Induction, Staff Training and Development 8 Performance Appraisal 9 Motivation 10 Leadership and Management – Do You Have What it Takes? Section 3: Working Efficiently and Effectively: Internal Processes and Procedures 11 Practice Protocols and Procedures 12 Principles of Health and Safety 13 Managing Health and Safety in a Clinical Environment 14 Effective Stock Management 15 Managing Computer Systems Section 4: Financial Management – A Matter for the Accountant? 16 Profitability 17 The Profit and Loss Account 18 The Balance Sheet 19 Accounting Ratios and Financial Performance Indicators 20 Pricing Products and Services Section 5: Practice Growth and Development 21 Planning 22 Preparing a Business Plan 23 Evaluating Capital Investments 24 Managing Projects Section 6: Forms, Templates and Checklists Appraisal Meeting Checklist Appraisal Process Checklist Job Description Template Job Vacancy Shortlisting Record and Guidance Notes Person Specification Template Staff Induction Timetable Template for Developing New Protocols and Procedures Appendices Appendix 1 Computer Terminology Explained Appendix 2 Acceptable User Policy: Mobile and Landline Phones, E-mail and Internet Appendix 3 Answers to Accounting Questions Index A B C E F H I J K L M N P R S T V W The characteristics of services Building the practice-client relationship The practice communication mix The 7 Ps of marketing services The costs and benefits of marketing Recruiting and selecting staff Induction, staff training and development Performance appraisal Motivation Leadership and management : do you have what it takes? Practice protocols and procedures Principles of health and safety / Alan Jones Managing health and safety in a clinical environment / Alan Jones Effective stock management Managing computer systems / Michael Coates Profitability The trading and profit and loss account The balance sheet Accounting ratios and financial performance indicators Pricing products and services Planning Preparing a business plan Evaluating capital investments Managing projects. Veterinarians are increasingly aware of the need to recognise they are working in a business enterprise. Drawing together the latest information on practice management, this textbook provides practical and straightforward coverage of major elements, including client relationships and staff management, business and financial procedures, computer systems, and project management