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Manager
Ever feel like some days you’ve totally got this and other days you need a bit of help? We’ve been there. Read management blogs or watch a quick training video to get you back to 100%.
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Search, filter and sort the hundreds of videos, lectures, blogs and articles so you can find exactly what you’re looking for.
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Blog
The Value in Veterinary Sympathy Cards
Views: 10,826 - Comments: 5Often during pet loss support groups, clients mention how deeply they appreciated receiving a condolence card from their veterinary clinic after the loss of their pet. This thoughtful act validates that you care about the speci...
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How to Hire a Veterinarian
Views: 5,014 - Comments: 0When I tell people I work at a veterinary clinic they think I spend my day playing with puppies and kittens. While singing. After having bluebirds help me get dressed in the morning. Okay, so it’s possible I am exaggerating. Pi...
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Constant Communication for Our Clients
Views: 4,126 - Comments: 3At DoveLewis we live and work in a 24-hour world where clients arrive at all hours, and they’re in a variety of mental and emotional states. This helps keep us on our toes but always dealing with the unknown of what could...
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Grow Your Practice with Social Media
Views: 2,035 - Comments: 2Content Specialist, Sarah Crisp, talks through the importance of social media in the veterinary business and how to use it correctly to grow support for your practice. *Please note: Due to constant API changes and website...
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Social Media Discussions: Client Complaints
Views: 2,957 - Comments: 2CEO of DoveLewis, Ron Morgan, and Monica Maxwell, SPHR, discuss negative client communications on social media, using a case study from a client post on the DoveLewis Facebook page. To read our official online response to...
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Hiring Right the First Time
Views: 2,836 - Comments: 2Monica Maxwell, SPHR, gives tips and advice on how to properly research and interview candidates to make sure you get the right fit for your practice. This talk is specifically RACE-approved for one DVM or Technician CE credi...
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Inventory Management
Views: 6,721 - Comments: 2DoveLewis Inventory Specialist Erin Sochocky, CVT, discusses her system for ordering and managing inventory in a busy 24hr veterinary hospital.
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Blog
The Crying Game
Views: 1,972 - Comments: 2Although not officially listed in my job description, I tend to make people cry on a (I hesitate to use the word ‘regular’ here) healthy basis. I don’t discriminate either. It can be a DVM, a technician, a CSR...
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Don’t Judge a Book by Its Shoes
Views: 2,175 - Comments: 1Why you need me on your Zombie Apocalypse Team The other day the staff was having a theoretical discussion. Topic? Which DoveLewis staff members would you take with you if there was a zombie apocalypse? The first picked...
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Controlled Substances
Views: 5,938 - Comments: 6Megan Brashear, CVT, VTS (ECC), discusses DoveLewis’ controlled drug policy and the steps taken before administering any controlled substances to a patient. Download Controlled Substance Checklist Download Controlled Substan...
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Holiday Bonuses
Views: 1,943 - Comments: 4I’ve been in the professional world for a number of years now, and have been the lucky recipient of a few different bonuses. They have been in the form of gift cards, contributions to retirement, a nice dinner out, cash,...
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Blog
Site Update: Quiz Feature
Views: 721 - Comments: 2Due to popular demand, we have added a super-useful new feature:When a member watches any video, they can now take a short quiz at the end! Once they pass the quiz they have the option to forward their proof of completion to their...
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Blog
Drawer of Shame
Views: 2,257 - Comments: 11I’m a stress eater. I’ve finally come to terms with that. I have two forms of stress cravings – body stress (like after a weekend of overnights followed by an immediate switch to day mode) which leaves me wanting all things salty...
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Blog
PROJECT POTLUCK: Not Just A Social Stigma Anymore
Views: 2,668 - Comments: 6Low morale may be an unwelcome guest in every workplace, but is undeniably present in most job places at some point or another. It can be a chore to boost morale, but can also be especially challenging in a critical care ER hos...
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How DoveLewis Made Me Grinchy
Views: 2,331 - Comments: 3The holidays approach. Every year they come. And every year I force myself to embrace them. A little history. I used to be that annoying holiday cheer person. I would not only listen to, but sing along to Christmas music in the...
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Monica for President
Views: 1,703 - Comments: 1It’s Election Day and I don’t know about everyone else, but I am mostly just excited to stop hearing the campaign commercials. “Don’t vote for Megan, she hates puppies and babies! And kittens. And un...
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Confrontational Clients
Views: 4,337 - Comments: 16As a 24-hour ER facility we have clients who call and come in worried, upset, nervous, pissed, and frantic. The emotions can run the gamut and sometimes bring a client to behave in an aggressive and confrontational manner. The...
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Giving Corrective Actions (Part 3)
Views: 2,102 - Comments: 1Megan Brashear, CVT, VTS (ECC), and Monica Maxwell, SPHR, discuss corrective actions in a challenging case of technician management. This is the third part of the corrective actions process; see the first and second videos for com...
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Blog
Blazing New Trails
Views: 1,865 - Comments: 5I’ve taken a half step away from management in the past month – surrendered my day to day floor management duties to the capable hands of the next wave of technician leadership at DoveLewis. Boy does it feel good....
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Talking to Children About Pet Death
Views: 2,792 - Comments: 3The death of a beloved family pet is often a child’s first experience with loss. This sad event, when handled in a sensitive manner, is an opportunity to create a healthy foundation for future losses. There is no perfec...
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Reception Interviews - Euthanasia Process
Views: 8,533 - Comments: 1Discussing euthanasia with clients can be difficult and emotional. DoveLewis Client Service Representatives (our version of Receptionist) offer advice from their experiences in dealing with grieving clients.
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Reception Interviews - Unhappy Clients
Views: 8,858 - Comments: 0It’s a fact of life – not every client who walks though your doors will be agreeable with everything. DoveLewis Client Services Representatives (our version of Receptionist) give some tips on how to deal with unhappy clients and k...
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When It "Pays Off"
Views: 1,853 - Comments: 2It makes me so happy when cases work out the way they are supposed to! I recently worked with a client whose dog was hospitalized at DoveLewis for 5.5 days. After thousands of dollars worth of treatment, they were able to take...
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Facebook Q+A
Views: 2,134 - Comments: 0Editor's Note: We posted on Facebook asking for suggestions or questions for Enid's blog. Q: Enid! Thank you for being willing to talk about grief and compassion fatigue. If we don't talk about it, it...
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Blog
Healthy Food
Views: 1,812 - Comments: 5I recently came across a string on a forum for veterinary professionals about a practice manager that had instituted a “no bad food” policy in her clinic. In fact, she was actually throwing away junk food that she...
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The Good, Bad and Ugly
Views: 2,753 - Comments: 1Monica Maxwell, SPHR, and Megan Brashear, CVT, VTS(ECC), discuss case summaries of employee management. This talk is specifically RACE-approved for one DVM or one Technician CE credit. This course has been approved by th...
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Video
Sandbox Wars
Views: 4,425 - Comments: 2Petty arguments between staff can sometimes make you feel like you’re back in the sandbox fighting over toys. Monica Maxwell, SPHR, helps you identify problem personalities and gives tips on how to deal with these sandbox war...
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Fee Setting
Views: 2,891 - Comments: 0Setting prices for your services can be a daunting challenge. Rona Amadon, CPA, and Christy Michael, BVMS, discuss the science behind fee setting and give you tips for your own practice. This talk is specifically RACE-appr...
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Cynical Training Stories
Views: 2,365 - Comments: 2Why is it that when you need to train a new employee, the flow of the hospital is NEVER ideal? As soon as I welcome a potential technician for a working interview or get that new tech on the floor for their first shift, NOTHING HA...
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Blog
Taking Time Off
Views: 1,505 - Comments: 1Coming back from vacation is SO hard - getting back into your routine, waking up to an alarm, not having a beer for breakfast… I’m just kidding (or am I?). Really though, the worst part for me is getting back to work and...
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Blog
My Job in a Nutshell
Views: 2,602 - Comments: 2My job consists of two main parts: auditing the charts of the patients currently in hospital and updating clients on their pet’s charges. Here is a short (really, who wants to listen to auditing detailsssszzzzzz...
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Giving Corrective Actions (Part 2)
Views: 2,341 - Comments: 0Megan Brashear, CVT, VTS (ECC), and Monica Maxwell, SPHR, discuss corrective actions in a challenging case of technician management. This is the second part of the corrective actions process; see the first video for complete detai...
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Video
Lifters and Leaners
Views: 4,338 - Comments: 0CEO of DoveLewis, Ron Morgan, discusses employee engagement and managing lifters and leaners in your practice. This talk is specifically RACE-approved for one DVM or one Technician CE credit. This course has been approve...
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Blog
5 Tips for Hiring Veterinary Receptionists: 5/5
Views: 1,621 - Comments: 3Tip #5: Foster an atmosphere of learning in hospital. This is vital for a successful on-boarding of a new hire, no matter what the position. A receptionist new to the industry will have many questions and will be presented wi...
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5 Tips for Hiring Veterinary Receptionists: 4/5
Views: 1,514 - Comments: 0Tip #4: New hires won’t remember everything shown to them in the “training” period (nobody could). Our new receptionists have 80 hours of focused training before they work on the floor by themselves during a shift. About 25-3...
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5 Tips for Hiring Veterinary Receptionists: 3/5
Views: 1,059 - Comments: 0Tip #3: You can’t teach and train for every possible situation. When a new hire is training there is so much to go over: check-in procedure, referral process, call-backs, common phone questions, absolute emergencies...
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5 Tips for Hiring Receptionists: 2/5
Views: 1,385 - Comments: 0Tip #2: Communication and compassion trump all. The applicant who is a solid, clear communicator and can discuss difficult topics in a professional and compassionate way always wins. Team members at the front desk must converse ab...
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5 Tips for Hiring Receptionists: 1/5
Views: 1,679 - Comments: 0Hiring a new receptionist into the hospital is always a huge investment of time and energy and even more so when the new hire is green to the veterinary industry but a fresh perspective can be an essential addition to the receptio...
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Giving Corrective Actions
Views: 3,161 - Comments: 2Megan Brashear, CVT, VTS(ECC), and Monica Maxwell, SPHR, discuss corrective actions in a challenging case of technician management.
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Blog
Policies
Views: 2,154 - Comments: 2Here’s a quote from our old employee manual: Employees are expected to be at work on time, stay until their workday ends, and to do the work assigned or requested of them. If an employee is unable to be at work on tim...
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Welcome to Management
Views: 1,290 - Comments: 4Welcome to management! Your priority is not to make friends or be liked. The sooner you accept that fact, the better off you’ll be. Knowing that, your number one priority is to help your staff grow and develop f...
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Article
The Reality of Medical Inventory
Views: 5,981 - Comments: 5Many of us have experienced the frustration of dealing with the revolving door of drugs or inventory items that are in short supply, on backorder, or have been discontinued. Within the past two years we've seen this with drugs we...
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Article
Compassion Fatigue
Views: 13,705 - Comments: 8Did you know that caring too much can hurt? When veterinary staff members are exposed to others pain, they can succumb to symptoms associated with the secondary traumatic stress disorder now labeled compassion fatigue. Compassion...
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Article
Group Health Insurance
Views: 3,650 - Comments: 0Who knew when you signed up for vet clinic management that you would be signing on for a multitude of fun tasks, like choosing the group health insurance for your associates and support staff? Choosing the right health insuranc...
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Are We Lifters or Leaners?
Views: 11,364 - Comments: 9At DoveLewis, we do a lot of work trying to understand the different personality types we have on staff. We have done so much work with individuals and teams that we could have our own section on the Myers-Briggs website. W...
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The Importance of Empowerment
Views: 2,477 - Comments: 0Hospital Managers, Head Technicians, Shift Supervisors – all of these managers are making important decisions for employees. Or are they? Empowering your managers is an important step in creating a culture of trust between a...
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Creating a Training Program
Views: 3,050 - Comments: 3Megan Brashear, CVT, VTS(ECC), and Monica Maxwell, SPHR, discuss the importance of creating a training program for your veterinary staff and give some tips to get started on this monumental and occasionally ove...
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Utilizing Team Interviews
Views: 1,062 - Comments: 0While team interviews are a valid and helpful way to choose a new employee there are some pitfalls and some rules to think about. Monica Maxwell, SPHR, and Marketing Manager, Tiffini Mueller, discuss team interviews and some...
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Recruiting 101
Views: 13,610 - Comments: 1Managers often talk about hiring like it’s a game of craps. If you get a good employee, you hit the lottery, a bad one – tough luck. I actually think of the hiring process a lot more like dating than gambling. There are a lot fanc...
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Performance Evaluations
Views: 5,462 - Comments: 6Performance evaluations are easily one of the most dreaded practices of management, probably right after terminations and discussions about body odor. They are so dreaded, in fact, that I get emails at least weekly titled “Get Rid...
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