Veterinary Practice Management

Catherine R. Coates is at University of Bristol.

Introduction: The Context of Veterinary Practice Section 1: The Practice-Client Relationship (1): Marketing Veterinary Services 1: The Characteristics of Services 2: Building the Practice-Client Relationship 3: The Practice Communication Mix 4: The 7 Ps of Marketing Services 5: The Costs and Benefits of Marketing Section 2: The Practice-Client Relationship (2): Selecting and Keeping the Right Staff 6: Recruiting and Selecting Staff 7: Induction, Staff Training and Development 8: Performance Appraisal 9: Motivation 10: Leadership and Management - Do You Have What it Takes? Section 3: Working Efficiently and Effectively: Internal Processes and Procedures 11: Practice Protocols and Procedures 12: Principles of Health and Safety 13: Managing Health and Safety in a Clinical Environment 14: Effective Stock Management 15: Managing Computer Systems Section 4: Financial Management - A Matter for the Accountant? 16: Profitability 17: The Profit and Loss Account 18: The Balance Sheet 19: Accounting Ratios and Financial Performance Indicators 20: Pricing Products and Services Section 5: Practice Growth and Development 21: Planning 22: Preparing a Business Plan 23: Evaluating Capital Investments 24: Managing Projects Section 6: Forms, Templates and Checklists 25: Appraisal Meeting Checklist 26: Appraisal Process Checklist 27: Job Description Template 28: Job Vacancy Short-listing Record and Guidance Notes 29: Person Specification Template 30: Staff Induction Timetable 31: Template for Developing New Protocols and Procedures I: Appendix 1. Computer Terminology Explained II: Appendix 2. Acceptable User Policy: Mobile and Landline Phones, E-mail and Internet III: Appendix 3. Answers to Accounting Questions