Practice Leadership



Sessions

Finding the Good in Client Complaints

While hopefully rare, client complaints are a fact of life for every veterinary practice. Members of the hospital management team need to respond to complaints in a timely manner, understand why the client is upset, perform an investigation of the medical record and the team, and determine appropriate resolution to ensure that both the client and the veterinary team are well served. Through the course of managing complaints, systems improvements can be identified to minimize future medical error and communication misunderstandings. This lecture will review common sources of client complaints and ways to work with the client and the team respectfully and fairly.

Speaker(s):
Free

Irate Clients & Employees: Keeping the Team Safe Physically and Mentally

Dealing with Irate clients or employees is never easy. In this session we will be discussing how to identify signs of someone that is irate and angry that could potentially turn into a dangerous situation for your staff. We will discuss techniques to de-esculate the situation before it explodes. Also things that you and your staff can do to be prepared if in those type of situations and ways to get help. We will talk about skills that can be used to make staff more comfortable with dealing with irate clients. We will also discuss how these incidents can affect staff and what to do to help the client or staff after an incident occurs.

Speaker(s):
Free

Improving Quality with Morbidity Mortality Rounds

Medical errors are a recognized source of morbidity and mortality in human healthcare, and the frequency and severity of medical errors are becoming better characterized in veterinary health care. Errors are harmful for both patients as well as veterinary team members, and medical errors typically occur due to a combination of multiple small events rather than being the fault of one person entirely. Once an error is recognized, conducting morbidity mortality rounds with the veterinary team will help to characterize reasons for the error to have occurred and identify opportunities to reduce the risk of future errors.

Speaker(s):
Free

The 3 S's of Hiring: Savvy, Smart, and Secure

We will discuss how to be smart, savvy and secure in hiring. Why and when to hire and hiring techniques. Will discuss background checks, criminal justice sites, social media websites all tools to use when hiring. Will also discuss what is best for hospital and team – don’t just hire to hire. Protecting your hospital and team members from toxic employees. What to look for in employees that steal, cheat, or puts your hospital in danger of liability cases. Learn how to read your employees and how not to be afraid to fire employees.

Speaker(s):
Free

Staff: Patient Ratios: Balancing Improved Patient Outcomes and Staff Well-Being with Financial Sustainability - Is This Possible?

As nurse:patient ratio initiatives/mandates take hold in human medicine, now is as good a time as any (and long overdue) to evaluate this in our veterinary hospitals. Utilizing their research, we will discuss its application, implementation, and sustainability.

Speaker(s):
Free

Retention of our Veterinary Teams

Sharing ideas for team retention, what has worked, what has not and how we can improve the future of veterinary practices.

Speaker(s):
Free