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Effective: Summer 2015
V T 60VETERINARY OFFICE PRACTICE2 Unit(s)

Prerequisites: Prerequisite: V T 53A.
Grade Type: Letter Grade, the student may select Pass/No Pass
Not Repeatable.
FHGE: Non-GE Transferable: CSU
2 hours lecture. (24 hours total per quarter)

Student Learning Outcomes -
  • Recognize and discuss their own personal strengths and weaknesses in interpersonal communication in the veterinary workplace.
  • Demonstrate the ability to provide effective client education for a variety of common veterinary conditions and circumstances
Description -
Principles and practice of veterinary office management for veterinary technology students. Client relations, receptionist skills, telephone techniques, interpersonal skills, and personnel management. Generation and maintenance of correspondence, medical records, legal forms, and hospital logs. Basic bookkeeping, accounting, and financial management principles. Marketing and public relations. Professional ethics and professionalism. Use of computers for data entry, patient record management and inventory control. Use of practice management software. State and federal laws as they apply to the veterinary practice. Intended for students in the veterinary technology program.

Course Objectives -
The student will be able to:
  1. identify and discuss the duties of the veterinary receptionist.
  2. describe and demonstrate proficiency in appointment making and appointment book management.
  3. practice proper interpersonal and telephone communication skills and demonstrate the ability to maintain appropriate interpersonal and client relations.
  4. manage patient admission and discharge procedures, and perform basic record keeping and filing.
  5. describe the skills involved in personnel management, hiring and firing, facilities and inventory management.
  6. list, recognize and maintain common logs, records, and legal forms utilized in veterinary practice.
  7. demonstrate skill in using practice management software for computerized hospital management and accounting.
  8. identify basic financial documents and describe basic bookkeeping procedures.
  9. identify and discuss the roles of the veterinary technician in marketing and sales in the veterinary practice.
  10. describe and demonstrate professionalism and identify ethical issues in relation to technician-veterinarian, technician-client, and technician-patient relationships.
  11. understand stress and the potential for substance abuse by veterinary medical personnel, discuss prevention strategies and identify indications for intervention.
  12. perform an interview with a veterinary office manager to compare and contrast the ideas and approaches of the working manager with principles presented in the course.
  13. recall and relate Cal-OSHA Regulations as they apply to safety in the veterinary workplace.
  14. recall and relate State and National labor laws as they apply to the veterinary workplace.
  15. Define Sexual Harassment and describe the process of dealing with this issue in the workplace.
Special Facilities and/or Equipment -
Classroom with multimedia projection and playback capabilities. Multimedia capable Macintosh and Windows computers.

Course Content (Body of knowledge) -
  1. Communication and client relations
    1. Receptionist skills and duties
    2. Interpersonal and telephone communication techniques
    3. Handling emergency situations
    4. Pet loss and grief counseling
    5. Client admission and discharge procedures
    6. Making and managing appointments
  2. Personnel, facilities, and inventory management
    1. Principles of personnel management, and skills and personal characteristics of good managers
    2. Procedures for hiring and firing employees: job descriptions, interviews, evaluations
    3. Motivating employees
    4. Inventory control
    5. Facilities management
  3. Medical records
    1. Legal restrictions and legal liability
    2. Common hospital logs
    3. Legal forms and certificates
    4. Record keeping and filing
  4. Introduction to the role of computers and practice management software
  5. Basic principles of financial management
    1. Financial documents
    2. Basic bookkeeping
    3. Basic accounting methods.
  6. Marketing, promotion, and sales
  7. Professionalism and ethics of veterinary practice
  8. Substance abuse in the veterinary office.
  9. Sexual harassment.
  10. Cal-OSHA Regulations.
  11. State and Federal laws governing the works place.
    1. Hiring and firing.
    2. Worker's Compensation
    3. Employee rights and responsibilities.

Unloaded Hours will be spent working in small groups collaborating and preparing a15-miinute oral presentation project on a client education topic relevant to a veterinary office.
Methods of Evaluation -
Written quizzes and a written final examination. Written report of interview conducted with a veterinary hospital manager at the student's internship site or other veterinary office.
Representative Text(s) -
Kehn, Robert. Veterinary Office Practices., Delmar Cengage Learning, 2003.

Disciplines -
Veterinary Technology
 
Method of Instruction -
Lecture, Discussion, Oral presentations.
 
Lab Content -
Not applicable.
 
Types and/or Examples of Required Reading, Writing and Outside of Class Assignments -
  1. Reading Assignments: Weekly reading assignments from text, class handouts, and outside sources ranging from 30 to 60 pages per week.
  2. Five-page written term paper and oral presentation on a client education topic of their choice.
  3. Written short answer essay questions.