The document discusses the shift in veterinary practices from small single-doctor practices to larger group practices with more support staff. This is due to factors like the explosion of veterinary information, demand for better pet care, and need for more efficient service delivery. Larger practices utilize a team approach where different staff members focus on their specialized roles, increasing the veterinarian's effectiveness and productivity. Client satisfaction and retention are very important, as word-of-mouth drives new business. Practices must offer competitive services and a caring, professional staff to survive in today's competitive veterinary market.

1. HUMAN RESOURCES

2. Veterinary Health Care Team In the 20 th century most practices were 1 or 2 veterinarian practices with a small support staff

3. Veterinary Health Care Team Recently there has been a shift toward larger group practices with many more support staff

4. Veterinary Health Care Team The shift to larger practice groups is due to: Explosion of veterinary information Demand for more and better health care by pet owners The need for more economic and efficient delivery of veterinary service

5. Veterinary Health Care Team The team approach allows different members of the team to focus on areas of responsibilities for which they have been trained

6. Veterinary Health Care Team This leverages an increase of the veterinarian’s effectiveness and productivity

7. Veterinary Health Care Team Mission Statements

8. Veterinary Health Care Team IBM's (IBM) Mission Statement At IBM, we strive to lead in the invention, development and manufacture of the industry's most advanced information technologies, including computer systems, software, storage systems and microelectronics. We translate these advanced technologies into value for our customers through our professional solutions, services and consulting businesses worldwide.

9. Veterinary Health Care Team AFLAC To combine aggressive strategic marketing with quality products and services at competitive prices to provide the best insurance value for consumers. Mission Statement

10. Veterinary Health Care Team Values - Imagine, solve, build and lead - four bold verbs that express what it is to be part of GE. Their action-oriented nature says something about who we are - and should serve to energize ourselves and our teams around leading change and driving performance. GE Mission Statement

11. Veterinary Health Care Team Animal Hospital Mission/Philosophy Statement

12. Veterinary Health Care Team Veterinarian(s) Practice manager Veterinary Technician(s) Veterinary assistant(s) Kennel / ward staff Receptionist(s)

13. Veterinary Health Care Team Personnel management is important since it makes up the largest percentage of overhead in a practice

14. Veterinary Health Care Team All personnel must work as a team to ensure productivity

15. Veterinary Health Care Team The whole staff must be friendly and caring toward the clients and patients, with excellent communication skills The staff sets the whole mood of the practice and determine the attitude of the client

16. Veterinary Health Care Team The client is the most important person in any practice The practice of veterinary medicine is a people business

17. Veterinary Health Care Team Every team member must enjoy working with and problem solving for the clients served by the practice

18. Veterinary Health Care Team Veterinarians and veterinary technicians who do not like working with clients and their animal problems should not be employed in practice because they are ineffective with client communication

19. Veterinary Health Care Team There are many other professional careers available to people who desire less public contact

20. Veterinary Health Care Team The availability of veterinary services is at an all time high Due to the increase in numbers of veterinarians and practices, there is increased competition for clients

21. Veterinary Health Care Team Practices that survive must offer expanded services that are competitive Practices that effectively utilize technicians and assistants can leverage the veterinarian’s productivity

22. Veterinary Health Care Team Each client is very valuable Without retaining old clients and having a steady stream of new clients, the practice will collapse

23. Veterinary Health Care Team Most clients select a veterinarian based on word of mouth recommendations from friends and family location

24. Veterinary Health Care Team Once selected, the veterinarian will be evaluated by: Friendly and caring personality Gentleness in handling the pet Communication skills Professional knowledge

25. Veterinary Health Care Team Clients view the staff as an extention of the veterinarian The whole staff has a significant influence on client perception

26. Veterinary Health Care Team Word of mouth, god or bad, sends ripples out like in a pool of water

27. Veterinary Health Care Team It has been said, “I don’t care how much you know until I know how much you care!”