E-Book - Veterinary Practice Management

Name: E-Book - Veterinary Practice Management | E-Book - Veterinary Practice Management
Brand: Elsevier
Price: 49.97 EUR
Availability: OnlineOnly

Cms Shilcock BSc(Hons)Zoology Cvpm Stutchfield BSc(Autor*in)

Elsevier (Verlag)

2. Auflage

Erschienen am 17. Januar 2008

256 Seiten

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978-0-7020-3296-7 (ISBN)

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Inhalt

Front Cover
Veterinary Practice Management: A Practical Guide
Copyright Page
Table of Contents
Preface
Abbreviations
Chapter 1. Veterinary Practice - How and Why it is Changing
THE TYPES OF VETERINARY PRACTICE
OWNERSHIP
THE SERVICES
THE VETERINARY STAFF
EXTERNAL FACTORS AFFECTING CHANGE
INTERNAL FACTORS AFFECTING CHANGE
Chapter 2. The Management of Veterinary Practices
MANAGEMENT OF PRACTICES IN THE TWENTIETH CENTURY
THE VETERINARY PRACTICE AS A BUSINESS
MANAGEMENT OF PRACTICES IN THE TWENTY-FIRST CENTURY
Chapter 3. What is a Veterinary Practice Manager?
WHAT IS A VETERINARY PRACTICE MANAGER AND WHAT DO THEY DO?
WHERE DO PRACTICE MANAGERS COME FROM?
RESISTANCE TO EMPLOYING MANAGERS
WHO IS DOING THE MANAGING NOW?
DOES YOUR VETERINARY PRACTICE NEED A PRACTICE MANAGER?
THE PITFALLS
THE CHANGING MANAGEMENT STRUCTURE
THE CHANGING ROLE OF THE PRACTICE MANAGER
WELL, WHO SHOULD DO THE MANAGING?
Chapter 4. Moving into Management - What Makes a Good Manager?
THE NEWLY APPOINTED MANAGER
THE QUALITIES OF A MANAGER
Chapter 5. Managing Yourself
MANAGING YOUR JOB
MANAGING YOUR TIME
YOURSELF
Chapter 6. Business Planning
WHERE ARE WE NOW?
WHERE DO WE WANT TO GO?
Chapter 7. Managing Human Resources - The Importance of Staff, Recruitment and Discipline
WHY ARE STAFF IMPORTANT?
WHAT DO YOU WANT FROM YOUR STAFF?
WHAT DO YOUR STAFF WANT FROM YOU?
RECRUITMENT
DISCIPLINE
Chapter 8. Principles of Employment Law
DISCRIMINATION
WORK AND FAMILIES
MATERNITY RIGHTS
PATERNITY LEAVE AND ADDITIONAL PATERNITY LEAVE
TIME OFF FOR DEPENDANTS
PART-TIME WORK
FLEXIBLE WORKING
HUMAN RIGHTS
NATIONAL MINIMUM WAGE
WORKING TIME REGULATIONS
REDUNDANCY
DISMISSAL
Chapter 9. Human Resources - Teamwork, Communication and Managing Change
TEAMWORK
COMMUNICATION
MANAGING CHANGE
Chapter 10. Human Resources - Training and Appraisals
TRAINING
APPRAISALS
Chapter 11. Client Care
WHAT DOES THE CLIENT WANT?
HOW TO PROVIDE GOOD CLIENT CARE
MEASURING AND MAINTAINING CLIENT CARE
DEALING WITH CLIENT COMPLAINTS
DEALING WITH DIFFICULT CLIENTS
COMPLIANCE
EXCELLENCE IN CUSTOMER SERVICE
Chapter 12. Sales and Marketing
WHAT IS SALES AND MARKETING, AND WHAT'S THE DIFFERENCE?
WHY DO WE NEED IT?
GENERAL MARKETING PRINCIPLES
THE MARKETING PLAN
MARKETING OF PRODUCTS
MARKETING SERVICES
MARKETING THE PRACTICE
MARKETING TOOLS
Chapter 13. Understanding Financial Accounts
WHY HAVE FINANCIAL ACCOUNTS?
ACCOUNTING BASICS
WHAT IS A PROFIT AND LOSS ACCOUNT?
WHAT IS A BALANCE SHEET?
INTERPRETING FINANCIAL ACCOUNTS
Chapter 14. Management Accounts and Financial Planning
MANAGEMENT ACCOUNTS
FIGURES DERIVED FROM THE FINANCIAL ACCOUNTS
FIGURES DERIVED FROM INCOME ANALYSIS
OTHER FIGURES
PRODUCING MANAGEMENT REPORTS
FINANCIAL MANAGEMENT
BUDGETING FOR PROFIT - WILL WE MAKE ANY MONEY?
BUDGETING FOR CASH - CAN WE STAY AFLOAT?
BUDGETING FOR CAPITAL EXPENSES - CAN WE AFFORD TO BUY?
Chapter 15. Stock Management
WHERE ARE YOU NOW?
WHERE DO YOU WANT TO BE?
HOW ARE YOU GOING TO GET THERE?
LEGISLATION AND STOCK CONTROL
Chapter 16. Pricing of Fees and Products
SHOPPED AND NON-SHOPPED ITEMS
VALUE FOR MONEY
PRICING OF PRODUCTS
DISPENSING AND INJECTION FEES
FEE SETTING
EFFECTS OF CHANGING SELLING PRICE
DISCOUNTS
SURCHARGES
PROBLEMS ARISING FROM PRICES
Chapter 17. Information Technology
WHAT COMPUTERS CAN DO
WHAT COMPUTERS CANNOT DO
THE USE OF COMPUTERS IN VETERINARY PRACTICE
CHOOSING AND EVALUATING A SYSTEM
CONTINGENCIES
ASSOCIATED LEGISLATION
Chapter 18. Office Management
RECORD KEEPING
CREDIT CONTROL
OFFICE EQUIPMENT
TELECOMMUNICATIONS
MONITORING OF STAFF
Chapter 19. Premises Management
BUILDING AND MAINTENANCE WORK
SECURITY
UTILITIES MANAGEMENT
ENVIRONMENTAL AND WASTE MANAGEMENT
Chapter 20. Health and Safety
WHY BE CONCERNED WITH HEALTH AND SAFETY?
HEALTH AND SAFETY LEGISLATION
ENFORCING BODIES
GETTING TO GRIPS WITH HEALTH AND SAFETY
RESPONSIBILITY FOR HEALTH AND SAFETY
THE PRACTICE HEALTH AND SAFETY POLICY
RISK ASSESSMENTS
CONTROL OF SUBSTANCES HAZARDOUS TO HEALTH (COSHH)
STAFF TRAINING
Chapter 21. Pharmacy and Dispensing
DRUG STORAGE AND MANAGEMENT
HEALTH AND SAFETY
DISPENSING
Chapter 22. Statutory and Ethical Aspects of Practice
INSURANCES AND PENSIONS
TAXES
BUSINESS STRUCTURE
PROFESSIONAL ETHICS
BUSINESS ETHICS
Chapter 23. The Future of Practice Management
MANAGEMENT TRAINING
MANAGEMENT ROLES
THE EFFECTIVE USE OF STAFF
ADAPTATION TO CHANGE
SPECIALIZATION
DIVERSIFICATION
GROUPS AND CORPORATE PRACTICES
VN REGULATION
OUT-OF-HOURS AND EMERGENCY CLINICS
LARGE-ANIMAL VETERINARY PRACTICE
CLINICAL AUDIT AND PRACTICE STANDARDS
MRSA
DRUG DISPENSING AND INTERNET PHARMACIES
THE IMPORTANCE OF STAFF
REVIEWING AND REVISING PRACTICE POLICY AND PROCEDURE
STRATEGIC PLANNING
Appendix: Useful Contacts
Index

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