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Tables of Contents for Veterinary Healthcare Services
Chapter/Section Title
Page #
Page Count
Foreword
ix
Preface
xi
List of Abbreviations
xiii
The Era of Revenue Generation---The Front Door Must Swing
3
18
Measuring Success by Average Client Transaction (ACT) Rates
4
2
What Are Programs, Protocols, and Bundles?
6
2
Program for: Puppy
6
2
The 3 R's---Rechecks, Recalls, Reminders
8
7
Phone Calls
8
1
Recall---Recheck---Remind
9
1
Office Visit
9
1
Scenario
10
1
Recheck
10
1
Recall, a.k.a. Callbacks
10
1
Who, What, When, Where, How
11
1
Reminders
12
3
In Review
15
1
Client Retention
16
1
Customer Service Is King
17
2
Training to Trust
19
2
The Appointment Book
21
12
Narratives
21
1
In-House Appointments
22
1
High-Density Scheduling
23
6
Appointment Log Sample
25
4
Consultation versus Examination
29
3
Teamwork between Exam Rooms
31
1
Training to Trust
32
1
Computer Appointment Books
32
1
Outpatient Programs and Procedures
33
16
Preferred Cleint Programs
33
2
Dental Care Programs
35
1
Life Cycle Programs
35
2
Dermatological Based Programs---Skin, Ears, Fleas, Etc.
37
5
Skin
37
1
Program for: Older Adult (<9 years)
38
1
Ears
39
1
Program for: Skin Diseases
40
1
Program for: Ear Diseases
41
1
Drug Monitoring Programs
42
1
Frequent Visit Programs
43
1
Monitoring Programs from an Outpatient Basis
44
1
Ideas on Monitoring
44
1
Start to Use Your Computer to Market Your Practice
45
1
Train to Trust
45
1
The Computer
46
1
Other Points to Ponder
47
2
Inpatient Procedures
49
24
When to Admit for Day Care
49
1
The White Board---Backend Salvation
49
2
White Board for Procedures and Treatments
50
1
White Board for Surgery/Anesthesia
50
1
Teamwork
51
2
Dental Programs
53
2
Geriatric Programs
55
1
Hospitalization
55
2
Busywork by Position---A New Scheduling Concept
57
16
Receptionist Chores to Do When It's Slow
57
2
Daily Maintenance Checklist
59
1
Weekly Maintenance Checklist
60
2
Monthly Maintenance Checklist
62
3
Maintenance and Repair Log
65
2
Closing Checklist for Treatment
67
3
Kennel Caretaker Daily Checklist
70
3
Marketing
73
16
Internal Marketing
73
1
Internal Promotion
74
1
Teamwork
75
2
Sample Marketing Plan
76
1
Persuasion Rather Than Selling
77
5
New American Veterinary Practice
77
2
The 5 P's of Marketing
79
1
Persuasion Marketing--Relationship between Buyer and Seller
80
1
Maslow's Hierarchy of Needs Triangle
81
1
Rules of the Persuasion Marketing Approach
82
7
Alignment #1
82
1
Alignment #2
82
1
Alignment #3
83
1
Structure and Alignments Chart
84
1
Educating Ourselves
85
1
Education of Our Paraprofessionals
86
1
Educating Our Clients
86
1
Pain Management---An Example of Education-Led Marketing
86
3
Ancillary Services
89
14
Pet Resort
89
7
Report Card
91
2
Ten Tips for a Successful Resort Operation
93
1
White Board for Resort
93
2
Image
95
1
Extra Services
95
1
Pet Sitting
96
1
Advertising
96
4
Mainstream Advertising
96
1
Newspaper Article
96
1
Medication Record for Boarding Guest
97
1
Special Events
98
1
Community Involvement
99
1
Grooming
100
1
Pet Boutique
101
1
Pet Nutrition Center
102
1
New Technologies & Emerging Trends
103
14
Computer Monitoring and Other New Toys
103
5
Surgical Risk Assessment
105
3
Gatekeeper Referrals
108
2
The Use of Specialists to Build Your Practice
110
2
Other Emerging Trends
112
3
Strategic Assessment---Putting It All Together
115
2
Appendix 1 Programs
117
18
Puppy
118
1
Kitten
119
1
Young Adult
120
1
Middle Age
121
1
Older Adult
122
1
Skin Diseases
123
1
Ear Diseases
124
2
Chronic Renal Failure
126
1
Heart Murmur/CHF
127
1
Glaucoma
128
1
KCS
129
1
Corneal Ulcers
130
1
Chemotherapy
131
1
Dental
132
1
Behavior Management
133
2
Appendix 2 Protocols and Bundles
135
12
Appendix 3 More Receptionist Scripts
147
6
Appendix 4 More Resort Forms
153
13
White Board for Grooming
154
1
White Board for Food and Medication
155
1
Resort Guest Location
156
1
Sample Boarding Policy
157
1
Sample Boarding Policy
158
1
Sample ``Letter from Camp,''
159
1
Testimonial Sample
160
1
Testimonial Letter
161
1
Sample Letter ``from'' a Boarder
162
1
Information Handout
163
1
Sample Cage Card/Report Card
164
1
Report Card/Record
165
1
Report Card/Record
166