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  • Video

    Talking to Unhappy Clients on the Phone

    Views: 7,471 - Comments: 0

    Former DoveLewis Client Service Representative, Kaitlyn Sanborn, discusses helpful tips and strategies for talking to unhappy clients over the phone.

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  • Video

    Can You Fire for Free Speech?

    Views: 3,063 - Comments: 0

    DoveLewis CEO Ron Mogan and Chief Human Resources Officer Monica Maxwell discuss the controversial firing of an employee at Google.

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  • Blog

    That's Not My Name

    Views: 1,514 - Comments: 0

    Tell me about a time that you faced a challenge or obstacle in your career. What happened? (Maybe this challenge had to do with running your business, working with a client, or a side of veterinary care that you found particularly...

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  • Video

    Terminations: Breaking up Is Hard to Do

    Views: 1,872 - Comments: 0

    Terminating an employee can be one of the most difficult decisions you as a practice manager or clinic owner have to make. In this session, Monica Maxwell, SPHR, explains why terminating toxic employees is critical to your clinic...

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  • Blog

    DoveLewis Phone Room: A Quest for a Quiet Lobby

    Views: 3,103 - Comments: 7

    As a leader at DoveLewis, one of my main focuses is to ensure Dove employees have the tools and resources they need to perform their jobs. Over the last few years, Dove has gone through a tremendous amount of growth. That inc...

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  • Article

    Dog Bite Prevention Week at DoveLewis: Who, When and Why

    Views: 7,714 - Comments: 1

    It’s National Dog Bite Prevention week! As the Safety Manager at DoveLewis, animal bites are always at the front of my proverbial stove. I would like to say that we have a zero bite record, but that would be false. As an emergency...

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  • Video

    April Fools'! Safety Considerations for Dangerous Animals

    Views: 5,540 - Comments: 1

    In this unusual case, Coby Richter, DVM, DACVS, discusses safety tips and best practices when working with potentially dangerous animals.

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  • Blog

    Top Five HR Mistakes and How to Avoid Them

    Views: 2,124 - Comments: 0

    Tell strangers on a plane you are in management and chances are they wrinkle their nose a bit and make a face. Try telling a stranger you’re in HR. They look at you like you announced you are an IRS auditor. Why? Well, to be...

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  • Blog

    Wellness Month: Year 2

    Views: 1,626 - Comments: 0

    Here I am again: another year down and another wellness month to plan. First off, I have to say this is far less scary than it was last year. Let’s start with last year. What went well? What did staff enjoy and what wasn’t u...

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  • Blog

    Powdered Glove Ban

    Views: 3,526 - Comments: 6

    While I am not excited about transitioning away from gloves that work really well for me in surgery, this shift away from powdered gloves gets my full support. Honestly, I’m surprised it took until 2017 for the FDA to make it offi...

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  • Blog

    No Experience Required? My First Job in the Veterinary Field

    Views: 4,528 - Comments: 2

    As my college graduation was nearing, I knew I needed to look for a job. At the time I was considering graduate school to pursue a career in human medicine, but I didn’t feel ready to go to more school so I decided to take a year...

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  • Article

    How We Stayed Social in 2016

    Views: 7,531 - Comments: 0

    Here in 2020? For an updated article about managing social media platforms, click here to read How to Get Started in the World of Social Media on atdove.org.   Social media isn’t going away. It’s growing at exponen...

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  • Blog

    7 Tips for Happy Pets on Halloween

    Views: 3,090 - Comments: 1

    Guest blogger and behavior specialist, Jenn Fiendish, CVT, VTS (Behavior), discusses important things to keep in mind while educating clients this Halloween: We all know the dangers of chocolate and pets, but what about the anx...

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  • Blog

    When Society Labels You a Killer

    Views: 4,199 - Comments: 7

    UPDATE: The Quebec Court of Appeal has lifted the temporary suspension of Montreal’s pitbull ban, putting the bylaw into effect. Pit Bulls have recently been all over the news as the target of a controversial ban which came aft...

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  • Blog

    Hiring CSRs: What Do Clinics Look For?

    Views: 3,598 - Comments: 4

    Let’s face it. Hiring veterinary staff is challenging. Sure, it depends on the role: Certified / Licensed Technicians are like unicorns these days. You know they exist but you can never find them in regions like ours! Assista...

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  • Video

    Keeping Up With Rapid Changes in HR

    Views: 2,454 - Comments: 0

    In this lecture, Monica Maxwell, SPHR, discusses the changing laws and trends that all practice managers need to be aware of. This course has been approved by the Certified Veterinary Practice Manager Board as applicable toward...

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  • Video

    Tiny Talk – Critical Thinking

    Views: 9,890 - Comments: 0

    Christy Michael, BVMS, describes critical thinking and why it is such a vital skill for everyone on the veterinary team.

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  • Blog

    From CVT to CSR to CVT Again... A Journey

    Views: 4,858 - Comments: 9

    I have been a CVT for just over 2 years now, the majority of that time spent in emergency medicine. During a late night in the ER I tried to take on a dog that was just a little too much for me, and injured my back. This...

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  • Blog

    Adopting Special Needs Cats

    Views: 3,427 - Comments: 3

    If you have read my previous blogs then you are aware of my addiction to caregiving and that I tried to stop rescuing. I did my best to stop but the special needs cats always pull so hard on my heartstrings that I cannot say no. I...

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  • Blog

    My Approach to Customer Service: Client Advocacy

    Views: 3,647 - Comments: 0

    A few months ago, I was out to dinner and was approached by a woman who seemed to recognize me; she asked if I worked for DoveLewis. I told her that I did, and she then gave me a hug and thanked me for helping her and her family t...

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  • Blog

    Adapting to the Technician Shortage

    Views: 6,782 - Comments: 16

    This year I helped make a decision that caused a considerable amount of strife among the DoveLewis technician staff and even anger and disappointment for a few of my most senior technicians.  No one likes to deal with conflic...

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  • Blog

    The Gender Pay Gap

    Views: 2,596 - Comments: 0

    DoveLewis is comprised of 85% females.  While this is true for most clinics in the veterinary industry, we also have an unusually high number of females in Leadership positions: four of our six top leaders are women and all o...

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  • Video

    Cleaning Checklists

    Views: 10,725 - Comments: 2

    DoveLewis Technician Assistant, Leilani Baker, gives an overview of the cleaning checklists and why this system is important in any hospital. A sample cleaning checklist is available for download.

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  • Blog

    Hidden Talents of Receptionists

    Views: 8,525 - Comments: 2

    This week is “CSR Appreciation Week” at DoveLewis. Client Service Representatives maintain a very important role in the hospital. I worked on the floor as a CSR for a little over a year and I am very excited to have recently trans...

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  • Video

    Emergency Preparedness For Your Clinic

    Views: 4,693 - Comments: 0

    Safety Manager of DoveLewis, Coby Richter, DVM, DACVS, discusses a few disaster preparedness precautions that we take as a 24-hour facility.

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  • Blog

    Word to Your Mother

    Views: 2,483 - Comments: 0

    "Word to Your Mother" - Vanilla Ice Monday was a big day for me. For the first time in over three months I was able to collect my mail from my Post Office box. Read along for a bit of context… During the first weekend o...

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  • Blog

    Work Life Integration

    Views: 2,222 - Comments: 0

    It is not often that switching out one word for another makes such a big impact on me, but that has happened. Let me explain… I was asked to write this blog on work-life balance. I’m honestly not the best model for that as Preside...

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  • Video

    Fixer to a Leader

    Views: 4,606 - Comments: 2

    CEO of DoveLewis, Ron Morgan, and Monica Maxwell, SPHR, team up on this lecture to talk to Managers about the importance of moving away from the “fixing” mentality to become a great leader. This course has been approved by...

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  • Blog

    Is There a Cure for When You’re a Workaholic?

    Views: 3,920 - Comments: 6

    Is there a cure when you’re a workaholic? I am a workaholic. I come from a long line of focused, hardworking people who lived their lives with determined energy. And honestly, for many of my ancestors before me, this drive was...

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  • Blog

    Never Stop Learning

    Views: 5,468 - Comments: 8

    This is a mantra here at atdove.org. It’s one of the main reasons for the development of this website and why I have spent the last 5 years working to create the videos and articles found here – because I believe so strongly that...

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  • Blog

    Spring Weather Preparedness

    Views: 4,553 - Comments: 1

    Spring Has Sprung! Watch Out for Wild Weather! Tornadoes, lightning, floods, rip currents and early season heat - spring dangers rampage across the United States throughout March, April and May. And there’s one hazard tha...

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  • Video

    Client Call Backs

    Views: 6,334 - Comments: 4

    Joanie Abrams, CVT, VTS(ECC), discusses how client call backs are performed at the hospital and our philosophy for follow up in the ER.

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  • Blog

    How We Keep Our Dogs From Barking

    Views: 7,061 - Comments: 5

    We’ve been doing yoga, coloring sheets, having healthy snacks, and taking extra time for ourselves because it’s self-care month at DoveLewis. But there’s one topic that’s got us all talking: our shoes! So w...

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  • Blog

    My Fear of Wellness Month

    Views: 3,462 - Comments: 7

    Let’s start with the basics: I’m new to my employer and have been with the company for 90 days. I’ve been put in charge of spearheading Wellness and Self Care Month for our 115 employees. Now the complicated factors: I do not c...

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  • Video

    Wellness Program

    Views: 5,121 - Comments: 1

    DoveLewis Wellness Program coordinators Enid Traisman, CT, MSW, and Josey Kinnaman, CVT, discuss the staff benefits of a coordinated hospital wellness program and the steps DoveLewis has taken to improve the wellness options for e...

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  • Blog

    Be Open to Learning

    Views: 2,349 - Comments: 0

    One of the things I’ve personally learned in my 12 years at DoveLewis is how important staff training, education and solid protocols are in building and maintaining a successful veterinary hospital. I also think the vital ro...

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  • Video

    Dating at Work

    Views: 2,996 - Comments: 1

    DoveLewis Director of Human Resources Monica Maxwell, SPHR, discusses how to handle employees who are dating each other. The topics of consent forms, guidelines for behavior at work, and supervisors dating employees are covered.

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  • Video

    Art Therapy

    Views: 4,599 - Comments: 0

    Enid Traisman, CT, MSW, discusses the benefits of art therapy to veterinary staff, and describes how DoveLewis has instituted art therapy for employees.

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  • Blog

    Present Tense

    Views: 3,742 - Comments: 10

    It’s a quiz on Facebook. It’s a plot point in every time travel movie. The thought of it might keep you awake at night. Do you want to know the day that you’ll die? Do you want to plan? Have time to travel? Spend all of your money...

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  • Article

    Lowering Inventory Costs

    Views: 7,134 - Comments: 4

    Inventory is a large expense and can also be a large loss if it is not monitored properly.  Sales of pharmaceuticals, medical supplies, surgical supplies, and vaccines are a sizable source of revenue for veterinary hospita...

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  • Video

    Staff Recruiting

    Views: 3,364 - Comments: 4

    Monica Maxwell, SPHR, discusses tips for successful staff recruiting including where to advertise, interviewing tips, and reference checks on potential employees.

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  • Video

    Finding Your Management Strengths

    Views: 5,094 - Comments: 2

    Monica Maxwell, SPHR, discusses the strengths and weaknesses of different personality types and how they affect both communication and management. Finding your strengths and recognizing your weaknesses as a manager can propel you...

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  • Video

    Patient Confidentiality

    Views: 9,782 - Comments: 1

    Client Service Representative at DoveLewis, Kaitlyn Sanborn, and Monica Maxwell, SPHR, discuss the patient confidentiality policy in the hospital and how to go about educating clients to this policy.

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  • Blog

    Working Interviews: Why and How

    Views: 4,030 - Comments: 1

    Let's face it. Hiring is one of the most important business decisions we make in our practice. We (hopefully) invest quite a bit of time and energy into making the right decision so that we can avoid the ripple effects of making a...

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  • Blog

    atdove.org and VHMA: Better Together

    Views: 2,226 - Comments: 0

    We're excited to annouce a new partnership with the Veterinary Hospital Managers Association! VHMA is a professional organization that supports veterinary practice managers by offering educational resources, promoting certifi...

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  • Video

    Safety Evacuation Plan

    Views: 3,516 - Comments: 0

    DoveLewis Safety Manager, Coby Richter, DVM, DACVS, and Director of Services, Jerry Holder, discuss the annual DoveLewis fire evacuation drill in accordance with OSHA standards. The staff evacuation component as well as the b...

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  • Blog

    Just Me and the Cats

    Views: 3,235 - Comments: 0

    Growing up, my siblings and I were animal lovers but never had many pets. We had to relocate often due to my dad’s Coast Guard career, and my parents were understandably wary of adding animals to our very mobile family. Early on i...

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  • Blog

    Tick-Nemesis

    Views: 5,589 - Comments: 8

    Jerry had Newman. Harry had Voldemort. I have ticks. I only recently found out ticks are my archenemies. This spring they sent me a formal declaration of war via my dog. It's been rough. Most people I talk to think we are tic...

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  • Blog

    When to Say Goodbye

    Views: 3,605 - Comments: 1

    My recent experience saying goodbye to our pug Lucy led me to the DoveLewis Pet Loss Support Program and Enid Traisman, program director and certified grief counselor. Ron: I work in a building where end of life for animals i...

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  • Blog

    What Leadership Is, and What It Is Not

    Views: 3,576 - Comments: 3

    Leadership. It is a simple word with complex meaning. One of the biggest issues I see managers make, new and old, is the assumption that a title automatically dictates the authority of a leader. Anyone who’s been around the block...

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