Blackwell’s Five-Minute Veterinary Practice Management Consult, Second Edition has been extensively updated and expanded, with 55 new topics covering subjects such as online technologies, hospice care, mobile practices, compassion fatigue, practice profitability, and more. Carefully formatted using the popular Five-Minute Veterinary Consult style, the book offers fast access to authoritative information on all aspects of practice management. This Second Edition is an essential tool for running a practice, increasing revenue, and managing staff in today’s veterinary practice.

Addressing topics ranging from client communication and management to legal issues, financial management, and human resources, the book is an invaluable resource for business management advice applicable to veterinary practice. Sample forms and further resources are now available on a companion website. Veterinarians and practice managers alike will find this book a comprehensive yet user-friendly guide for success in today’s challenging business environment.

Lowell Ackerman, DVM, DACVD, MBA, MPA, is a board-certified veterinary specialist, an award-winning author, an international lecturer, and a renowned expert in veterinary practice management.

Editor-in-Chief and Consulting Editors

Contributors

Preface

Section 1

Marketplace

1.1 Models of Veterinary Practice, Lowell Ackerman, DVM, DACVD, MBA, MPA

1.2 Challenges to the Profession, Peter A. Weinstein, DVM, MBA

1.3 Trends in Companion Animal Veterinary Practices, Brian Cassell, DVM

1.4 Veterinary Trade Areas, Jan Miller

1.5 Today’s Pet Owner, Lowell Ackerman, DVM, DACVD, MBA, MPA

1.6 Today’s Veterinarian, Dena D. Baker, DVM

1.7 Veterinary Staff, Lowell Ackerman, DVM, DACVD, MBA, MPA

1.8 Functioning as a Healthcare Team, Louise S. Dunn

1.9 Differing Perspectives of Practice Teammates, Louise S. Dunn

1.10 Generational Differences, Randy Hall, CEO

1.11 Personality Profiling, Lorraine Monheiser List, CPA, CVA

1.12 Value Disciplines, Elizabeth Bellavance, DVM, MBA, CMA, CEPA

1.13 Practice Management Support Professionals, Elizabeth Bellavance, DVM, MBA, CMA, CEPA

1.14 Stakeholders and Strategic Partners, Elizabeth Bellavance, DVM, MBA, CMA, CEPA

1.15 Importance of the Human–Animal Bond, Jacqui Ley, BVSc (HOns), MANZCVS (Veterinary Behaviour), PhD, DECAWBM, CMAVA

1.16 Mergers and Acquisitions, James E. Guenther, DVM, MBA, MHA, CVPM, AVA, CEPA

1.17 Specialty and Emergency Centers, James E. Guenther, DVM, MBA, MHA, CVPM, AVA, CEPA

1.18 Equine Practice Management, James E. Guenther, DVM, MBA, MHA, CVPM, AVA, CEPA

1.19 Not-For-Profit Veterinary Hospitals, Lowell Ackerman, DVM, DACVD, MBA, MPA

1.20 Housecall and Mobile Practices, Dena D. Baker, DVM

1.21 Hospice Care, Valarie Adams, CVT

Section 2

Client Relationship Management

2.1 The Basics of Client Service, Amanda L. Donnelly, DVM, MBA

2.2 Client Service Strategies, Randy Hall, CEO

2.3 It’s Not Your Job . . . It’s Your Responsibility, Peter A. Weinstein, DVM, MBA

2.4 Creating a Client-Centered Hospital, Nan Boss, DVM

2.5 Creating a Feline-Friendly Hospital, Jane Brunt, DVM

2.6 Accountability, Lowell Ackerman, DVM, DACVD, MBA, MPA

2.7 Hospital Image, Steven L. May, CVJ

2.8 Client Perception and Learning, Dallas McMillan, BVSc, BSc (Vet)

2.9 What Clients Expect From Their Veterinarian, Lowell Ackerman, DVM, DACVD, MBA, MPA

2.10 Lifelong Excellence in Healthcare, Lowell Ackerman, DVM, DACVD, MBA, MPA

2.11 Compliance and Adherence, Karyn Gavzer, MBA, CVPM

2.12 Personalized Pet Profiles, Lowell Ackerman, DVM, DACVD, MBA, MPA

2.13 Measuring Client Satisfaction, Elizabeth Bellavance, DVM, MBA, CMA, CEPA

2.14 Telephone Service Management, Karyn Gavzer, MBA, CVPM

2.15 Client Appointment Scheduling, Kurt A. Oster, MS, SPHR

2.16 Client Reminder Systems, Nan Boss, DVM

2.17 Maintaining Regular Client Contact, Robin Brogdon, MA

2.18 Client Rewards Programs, Diederik Gelderman, BVSc, MVS, MT-NLP, TAE Cert IV

2.19 Client Retention, Kurt A. Oster, MS, SPHR

2.20 High-Touch and High-Tech Customer Service, Nan Boss, DVM

2.21 The Extended Hospital Team—Making Referrals Work, Amanda L. Donnelly, DVM, MBA

Section 3

Communications

3.1 Effective Client Communication, James P. Humphries, DVM, CVJ

3.2 Speaking as a Professional, Kathleen A. Bonvicini, MPH

3.3 Making Clear Client Recommendations, Mary Ann Vande Linde, DVM

3.4 Translating Medicalese: Client-Centered Communication, Kathleen A. Bonvicini, MPH, EdD

3.5 Shared Decision-Making, Kathleen A. Bonvicini, MPH, EdD

3.6 Posing Client Questions Effectively: Open-ended Inquiry, Mary Ann Vande Linde, DVM

3.7 Reflective Listening, Kathleen A. Bonvicini, MPH, EdD

3.8 Nonverbal Communication, Kathleen A. Bonvicini, MPH, EdD

3.9 Empathy, Diederik Gelderman, BVSc, MVS, MT-NLP, TAE Cert IV

3.10 Discussing Lifelong Care, Lowell Ackerman, DVM, DACVD, MBA, MPA

3.11 Discussing Finances, Lorraine Monheiser List, CPA, CVA

3.12 Discussing Behavior, Gary Landsberg, DVM, MRCVS, DACVB, DECAWBM, and Jacqui Ley, BVSc (HOns)

MANZCVS (Veterinary Behaviour), PhD, DECAWBM, CMAVA

3.13 Discussing Diet and Nutrition, Sean J. Delaney, DVM, MS, DACVN

3.14 Discussing Oral Health, Gregg DuPont, DVM, Fellow AVD, Diplomate AVDC

3.15 Discussing Pain Management, Andrea Looney, DVM, DACVA, CCRP, CVA

3.16 Giving and Receiving Feedback, Diederik Gelderman, BVSc, MVS, MT-NLP, TAE Cert IV

3.17 Delivering Bad News, Kathleen A. Bonvicini, MPH, EdD

3.18 Dealing with Angry or Difficult Clients, James P. Humphries, DVM, CVJ

3.19 End of Life Considerations, Katherine Dobbs, RVT, CVPM, PHR, and Valarie Adams, CVT

3.20 Dealing with a Grieving Client, Katherine Dobbs, RVT, CVPM, PHR

3.21 Dealing with a Communications Crisis, James P. Humphries, DVM, CVJ

Section 4

Financial Management

4.1 Time Value of Money, Lowell Ackerman, DVM, DACVD, MBA, MPA

4.2 Financial Statements, Lorraine Monheiser List, CPA, CVA

4.3 Measures of Liquidity, Solvency, and Profitability, Marsha L. Heinke, DVM, EA, CPA, CVPM

4.4 Getting the Most Out of Your Accounting Professional, Mark J. McGaunn, CPA/PFS, CFP R

4.5 Analyzing Client Transactions, Karen E. Felsted, CPA, MS, DVM, CVPM

4.6 Benchmarking, Kurt A. Oster, MS, SPHR

4.7 Data You Should Be Reviewing Regularly, Karen E. Felsted, CPA, MS, DVM, CVPM

4.8 Making Valid Comparisons Between Practices and Services, Lowell Ackerman, DVM, DACVD, MBA, MPA

4.9 Understanding Practice Profitability, Karen E. Felsted, CPA, MS, DVM, CVPM

4.10 Pricing Strategies: Markup versus Margin, Lowell Ackerman, DVM, DACVD, MBA, MPA

4.11 Breakeven Analysis, Karen E. Felsted, CPA, MS, DVM, CVPM

4.12 Activity-Based Costing and Cost Allocation, Elizabeth Bellavance, DVM, MBA, CMA, CEPA

4.13 Internal Accounting Controls, Mark J. McGaunn, CPA/PFS, CFP R _

4.14 Return on Investment from Practice Ownership, Karen E. Felsted, CPA, MS, DVM, CVPM

4.15 Perquisites (Perks) of Practice Ownership, Elise M. Lacher, CPA

4.16 Forgotten Costs of Doing Business in a Veterinary Hospital, Karen E. Felsted, CPA, MS, DVM, CVPM

4.17 Capitalization and Depreciation, Mark J. McGaunn, CPA/PFS, CFP R _

4.18 Accounting Closing Process, Mark J. McGaunn, CPA/PFS, CFP R _

4.19 Tax Planning, Mark J. McGaunn, CPA/PFS, CFP R _

4.20 Practice Sales: Planning, Structure, and Methods to Minimize Taxes, Gary L. Ackerman, DVM

Section 5

Cash Management

5.1 Revenue Streams in Veterinary Practice, Karen E. Felsted, CPA, MS, DVM, CVPM

5.2 Revenue Budgets and Forecasts, Kurt A. Oster, MS, SPHR

5.3 Increasing the Top Line in Practice, Elizabeth Bellavance, DVM, MBA, CMA, CEPA

5.4 Expenses in Veterinary Practice, Karen E. Felsted, CPA, MS, DVM, CVPM

5.5 Managing General and Administrative Expenses, Marsha L. Heinke, DVM, EA, CPA, CVPM

5.6 Improving the Bottom Line (Profit) in Practice, Jon C. Dittrich, BSIM, MBA

5.7 Payroll Management, Kurt A. Oster, MS, SPHR

5.8 Ordering Inventory Economically, Angela Aisbet-Schneider, CVT, CVPM, and Lowell Ackerman, DVM, DACVD, MBA, MPA

5.9 Accounts Receivable Issues in Companion Animal Practice, Elise M. Lacher, CPA

5.10 Getting Paid for Services Rendered, Lowell Ackerman, DVM, DACVD, MBA, MPA

5.11 Pet Health Insurance, Lowell Ackerman, DVM, DACVD, MBA, MPA

5.12 Payment (Wellness) Plans, Lowell Ackerman, DVM, DACVD, MBA, MPA

5.13 Credit Alternatives: Third-Party Payments, Louise S. Dunn

5.14 Credit and Collections, Amanda L. Donnelly, DVM, MBA

5.15 Discounting, Jon C. Dittrich, BSIM, MBA

5.16 Practice Reinvestment, James E. Guenther, DVM, MBA, MHA, CVPM, AVA, CEPA

5.17 Borrowing Money, Marsha L. Heinke, DVM, EA, CPA, CVPM

5.18 Buying versus Leasing, Elise M. Lacher, CPA

5.19 Controlling Cash Flow: Budgeting, Mark J. McGaunn, CPA/PFS, CFP R _

5.20 The EFT (Electronic Funds Transfer) Payment Process, Mark J. McGaunn, CPA/PFS, CFP R _

5.21 Cash Control: Preventing Embezzlement, Elise M. Lacher, CPA

Section 6

Human Resources

6.1 Compensation, Karen E. Felsted, CPA, MS, DVM, CVPM

6.2 Benefits, Karen E. Felsted, CPA, MS, DVM, CVPM

6.3 Wage and Benefit Summaries: The Whole Package, Karen E. Felsted, CPA, MS, DVM, CVPM

6.4 Employee Bonus Criteria, Mark J. McGaunn, CPA/PFS, CFP R _

6.5 Employee-Related Costs, Karen E. Felsted, CPA, MS, DVM, CVPM

6.6 Effective Staff Recruitment, Robin Brogdon, MA

6.7 Screening Potential Hires, Randy Hall, CEO

6.8 Staff Orientation, Rebecca Hart, APR

6.9 Staff Training, Karyn Gavzer, MBA, CVPM

6.10 Structured On-the-Job Training, Joel Gendelman, EdD, and Louise S. Dunn

6.11 Staff Development, Lowell Ackerman, DVM, DACVD, MBA, MPA

6.12 Motivating the Healthcare Team, Louise S. Dunn

6.13 Engaging Staff, Robin Brogdon, MA

6.14 Making Meetings Work, Karyn Gavzer, MBA, CVPM

6.15 Effective Coaching for the Exam Room, Mary Ann Vande Linde, DVM

6.16 Mentoring, Kurt A. Oster, MS, SPHR

6.17 Staff Scheduling Options, Kurt A. Oster, MS, SPHR

6.18 Staff Performance Evaluations, Shawn G. McVey, MA, MSW

6.19 Staff Turnover and Retention, Lorraine Monheiser List, CPA, CVA

6.20 Measuring Your Human Resource (HR) Performance, Karen E. Felsted, CPA,MS, DVM, CVPM

6.21 Office Politics, Karyn Gavzer, MBA, CVPM

6.22 Conflict Resolution, Karyn Gavzer, MBA, CVPM

6.23 Terminating Staff, Randy Hall, CEO

6.24 Compassion Fatigue, Katherine Dobbs, RVT, CVPM, PHR

Section 7

Marketing Management

7.1 The Big Picture: Marketing, Advertising, Promotion, and Public Relations, Rebecca Hart, APR

7.2 Giving Clients What They Want Most, Lowell Ackerman, DVM, DACVD, MBA, MPA

7.3 Better Meeting the Needs of Existing Clients (Internal Marketing), Lowell Ackerman,DVM, DACVD, MBA, MPA

7.4 Attracting New Clients (External Marketing), Robin Brogdon, MA

7.5 Marketing Plan, Amanda L. Donnelly, DVM, MBA

7.6 Basic Tools of Marketing, Lowell Ackerman, DVM, DACVD, MBA, MPA

7.7 Demographic Assessment, David F. McCormick, MS

7.8 Client and Patient Segmentation, Linda Wasche, MBA, MA

7.9 Target Marketing, Linda Wasche, MBA, MA

7.10 Practice Positioning, Linda Wasche, MBA, MA

7.11 Branding, Dallas McMillan, BVSc, BSc (Vet)

7.12 Practice Differentiation, Steven L. May, CVJ

7.13 Professional Promotion and Publicity, James P. Humphries, DVM, CVJ

7.14 Client Education Tools, Nan Boss, DVM

7.15 Paid Advertising, Elizabeth Bellavance, DVM, MBA, CMA, CEPA

7.16 Personalized Marketing That Works: Making the Telephone Ring and the Front Door Swing, James P. Humphries, DVM, CVJ

7.17 Outbound Telephone Calls, Karyn Gavzer, MBA, CVPM

7.18 Measuring Marketing Performance, Rebecca Hart, APR

7.19 Dealing with the Media, James P. Humphries, DVM, CVJ

Section 8

Operations Management

8.1 Medical Records and Patient Documentation, Karl Salzsieder, DVM, JD, AVA

8.2 Patient and Procedure Logs, Kurt A. Oster, MS, SPHR

8.3 Standards of Care and Care Pathways, Lowell Ackerman, DVM, DACVD, MBA, MPA

8.4 Continuity of Care, Kurt A. Oster, MS, SPHR

8.5 Profit Centers, Lorraine Monheiser List, CPA, CVA

8.6 Value-Added Analysis, Lowell Ackerman, DVM, DACVD, MBA, MPA

8.7 Continuous Quality Improvement, Elizabeth Bellavance, DVM, MBA, CMA, CEPA

8.8 Digital Imaging Systems in Practice, Ryan King, DVM

8.9 Laboratory Considerations, Jeff Rothstein, DVM, MBA

8.10 Medical Equipment and Fixtures, James E. Guenther, DVM, MBA, MHA, CVPM, AVA, CEPA

8.11 Effective Inventory Management, Angela Aisbet-Schneider, CVT, CVPM

8.12 Inventory Management: Nutritional Products, Sean J. Delaney, DVM, MS, DACVN

8.13 Medication Dispensing, Compounding, and Prescribing Practices, Angela Aisbet-Schneider, CVT, CVPM

8.14 Medication Dispensing, Compounding, and Prescribing: Legal Considerations, Adam P. Karp, MS, JD

8.15 Pharmacy Management as a Profit Center, Angela Aisbet-Schneider, CVT, CVPM

8.16 Retail Sales: The Art and the Science, Angela Aisbet-Schneider, CVT, CVPM

8.17 Adding Emergency Services, Brian Cassell, DVM

8.18 Kennel Management as a Profit Center, Mark J. McGaunn, CPA/PFS, CFP R

8.19 Waste Management, Heather E. Lewis, AIA, NCARB

Section 9

Technology Management

9.1 Information Technology in Veterinary Medicine, Henry Yoo, DVM, MSc, MBA

9.2 Selecting Computer Hardware, Eric D. Garcia

9.3 Selecting Computer Software, Kurt A. Oster, MS, SPHR

9.4 Cloud-Based Computing Options, Eric D. Garcia

9.5 Backing Up and Archiving Your System, Eric D. Garcia

9.6 Network Security, Eric D. Garcia

9.7 Electronic Communication: E-mail and Texting, Eric D. Garcia

9.8 Internet Marketing, Eric D. Garcia

9.9 Websites and Search Engine Optimization, Eric D. Garcia

9.10 Social Media, Eric D. Garcia

9.11 Mobile Applications, Eric D. Garcia

9.12 Patient Portals, Eric D. Garcia

9.13 Protecting and Defending Your Online Reputation, Eric D. Garcia

9.14 Measuring the Performance of Digital Media Campaigns, Eric D. Garcia

9.15 Technology: Redefining the Client Visit, Eric D. Garcia

9.16 Online Retail: Making it Work, Eric D. Garcia

9.17 Virtual Team Training Consult, Joel Gendelman, EdD, and Louise S. Dunn

9.18 Putting Your Smart Device to Work for You, Robert D. Gribble, DVM, CVPM

9.19 Internet Use Policy, David D. Barbee, DVM, MS, DACVR

9.20 Digital Communication Policies for Staff, Eric D. Garcia

Section 10

Administrative Management

10.1 Workplace Management, Lowell Ackerman, DVM, DACVD, MBA, MPA

10.2 Organizational Charts, Katherine Dobbs, RVT, CVPM, PHR

10.3 Managing People, Patricia Rutherford, RVT, CVPM, PHR

10.4 Working in Teams, Shawn G. McVey, MA, MSW

10.5 Leadership, Lorraine Monheiser List, CPA, CVA

10.6 Implementation: Getting It Done, Robin Brogdon, MA

10.7 Emotional Intelligence, Lowell Ackerman, DVM, DACVD, MBA, MPA

10.8 Negotiating 101, Mark D. Samson, MS, DVM, JD

10.9 When to Hire an Office Manager/Administrator, Mark J. McGaunn, CPA/PFS, CFP R _

10.10 Staff Performance Planning, Kurt A. Oster, MS, SPHR

10.11 Staffing Budgets, Kurt A. Oster, MS, SPHR

10.12 Employee Manuals, Leslie R. King, JD

10.13 Procedure Manuals, Kurt A. Oster, MS, SPHR

10.14 Enhancing Doctor Productivity, Elizabeth Bellavance, DVM, MBA, CMA, CEPA

10.15 Enhancing Team Productivity, Louise S. Dunn

10.16 Changing Organizational Culture, Randy Hall, CEO

10.17 Personnel Records, Leslie R. King, JD

10.18 Practice Insurance Needs, Walter Deege, LUTCF, RIA, Lifetime Member MDRT

10.19 Employee Benefit Programs, Walter Deege, LUTCF, RIA, Lifetime Member MDRT

10.20 Continuing Education Benefits, Karen E. Felsted, CPA, MS, DVM, CVPM

10.21 Not-For-Profit Foundations, Philip Homsey, Esq.

Section 11

Practice Safety

11.1 Basics of Meeting Practice Safety Requirements, Lowell Ackerman, DVM, DACVD, MBA, MPA

11.2 Practice Safety Needs, Mark Crootof, DVM

11.3 Client Safety, Duane Flemming, DVM, JD, DACVO

11.4 Animal-Related Injuries at the Workplace, Betsy Choder, Esq.

11.5 Security Issues for Hospital and Staff, Bryan M. King, AIA

11.6 Implementing a Safety Plan, Mark Crootof, DVM

11.7 Hospital Safety Manual, Philip J. Seibert, Jr., CVT

11.8 Radiation Safety, Ryan King, DVM

11.9 Work-Related Accidents and Workers’ Compensation, Robert E. Kuderer, JD, SA, and S.A. Nilsen, JD

11.10 Emergency Preparedness for Veterinary Professionals, Cheryl L. Eia, JD, DVM, MPH

11.11 Emergency Plans, Philip J. Seibert, Jr., CVT

11.12 Controlled Substances, Karl Salzsieder, DVM, JD, AVA

11.13 Adverse Drug Event Reporting, Doug Reece, DVM, Elizabeth Bodner, DVM, and Sarah Taylor, DVM, MBA

Section 12

Legal Issues

12.1 Veterinary Practice Legal Needs and Dealing with Attorneys, Karl Salzsieder, DVM, JD, AVA, and John F. Scott, DVM, JD

12.2 Informed Consent, John F. Scott, DVM, JD

12.3 Malpractice, John F. Scott, DVM, JD

12.4 Unprofessional Conduct, Karl Salzsieder, DVM, JD, AVA

12.5 Privacy Policy and Confidentiality, Gregory M. Dennis, JD, MSc, BSc

12.6 Identity Theft Prevention Programs at the Workplace, Betsy Choder, Esq.

12.7 Employment Contracts, Karl Salzsieder, DVM, JD, AVA

12.8 Partnership Agreements, Stephen W. Cavanaugh, JD

12.9 Buy/Sell Agreements, Karl Salzsieder, DVM, JD, AVA

12.10 Employees versus Independent Contractors, James F. Wilson, DVM, JD

12.11 Non-competition, Lowell Ackerman, DVM, DACVD, MBA, MPA

12.12 Legal Duty to Refer, Duane Flemming, DVM, JD, DACVO

12.13 Extra-Label Drug Use, John W. Thomas, JD

12.14 Disability Law, Karl Salzsieder, DVM, JD, AVA

12.15 Workplace Harassment, Kerry M. Richard, Esq.

12.16 Fair Labor Standards Act, Kerry M. Richard, Esq.

12.17 Ownership versus Guardianship of Animals, Gregory M. Dennis, BSc, MSc, JD

12.18 Pet Trusts and Wills, Charlotte A. Lacroix, DVM, JD

12.19 Animal Abandonment, Adam P. Karp, MS, JD

12.20 Animal Cruelty, Adam P. Karp, MS, JD

Section 13

Planning and Decision Making

13.1 Career Planning, Christine Merle, DVM, MBA, CVPM

13.2 Professional Development Plans, Christine Merle, DVM, MBA, CVPM

13.3 Re´ sume´ and Cover Letter, Christine Merle, DVM, MBA, CVPM

13.4 Curriculum Vitae, Christine Merle, DVM, MBA, CVPM

13.5 Strategic Planning and Implementation, Lowell Ackerman, DVM, DACVD, MBA, MPA

13.6 Identifying and Solving Practice Problems, James E. Guenther, DVM, MBA, MHA, CVPM, AVA, CEPA

13.7 Mission and Vision Statements, Jon C. Dittrich, BSIM, MBA

13.8 Business Plans, Lowell Ackerman, DVM, DACVD, MBA, MPA

13.9 Business Entity Structures, Mark J. McGaunn, CPA/PFS, CFP R _

13.10 Determining a Practice’s Worth, Elizabeth Bellavance, DVM, MBA, CMA, CEPA

13.11 Purchasing a Practice, Valerie Ewell, DVM, CFP R _

13.12 Buying into a Practice as a Partner, David F. McCormick, MS

13.13 From Associate to Owner—Beyond the Money, Peter A. Weinstein, DVM, MBA

13.14 Risk Management Issues, Mark J. McGaunn, CPA/PFS, CFP R _

13.15 Debt Management, Elise M. Lacher, CPA

13.16 Business Contingency Planning for Veterinary Practices, Cheryl L. Eia, JD, DVM, MPH

13.17 Succession Planning, David F. McCormick, MS

13.18 Planning for the Sale of a Practice, David F. McCormick, MS

13.19 Gifting Practice Ownership, Mark J. McGaunn, CPA/PFS, CFP R _

13.20 Retirement Planning, Mark J. McGaunn, CPA/PFS, CFP R _

13.21 Your Next Career (Reinventing Yourself), Louise S. Dunn

Section 14

Facility Management, Design, and Construction

14.1 Contemplating Practice Ownership—Getting Started, Jan Miller

14.2 Building, Buying, or Leasing?, Bryan M. King, AIA

14.3 Asset Ownership, Elise M. Lacher, CPA

14.4 Financing Basics, Elise M. Lacher, CPA

14.5 Selecting a Site, Tony L. Cochrane, AIA

14.6 How Large Should a Clinic Be?, Tony L. Cochrane, AIA

14.7 The Construction Process and Working with Architects, Bryan M. King, AIA

14.8 Zoning and Permitting, Tony L. Cochrane, AIA

14.9 Managing Construction Costs, Bryan M. King, AIA

14.10 Practice Renovations, Vicki J. Pollard, AIA, NCARB, CVT

14.11 Leasehold Improvements, Tony L. Cochrane, AIA

14.12 Designing with the Patient in Mind, Heather E. Lewis, AIA, NCARB

14.13 Client/Patient Flow, Tony L. Cochrane, AIA

14.14 Integrating Technology, Bryan M. King, AIA

14.15 Noise and Odor Control, Heather E. Lewis, AIA, NCARB

14.16 Heating, Ventilation, and Air Conditioning, Heather E. Lewis, AIA, NCARB

14.17 Flooring, Bryan M. King, AIA

14.18 The “Greening” of Veterinary Practice, Heather E. Lewis, AIA, NCARB

14.19 Referral and Emergency Facilities, Vicki J. Pollard, AIA, NCARB, CVT

14.20 Pet Boarding and Luxury Accommodations, Vicki J. Pollard, AIA, NCARB, CVT

Section 15

Appendices

15.1 Finding More Information on Practice Management Topics, Lowell Ackerman, DVM, DACVD, MBA, MPA

15.2 Sample Cover Letter and Re´ sume´ , Christine Merle, DVM, MBA, CVPM

15.3 Sample Curriculum Vitae, Christine Merle, DVM, MBA, CVPM

15.4 Sample DEF Veterinary Clinic Business Plan, Lowell Ackerman, DVM, DACVD, MBA, MPA

15.5 Sample Marketing Plan for ABC Veterinary Hospital, Amanda L. Donnelly, DVM, MBA

Abbreviations

Glossary

Index