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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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Video
Phone Service
Views: 18,724 - Comments: 7Cheryl Latta and Brittany Carey, on location at Pearl Animal Hospital, discuss their etiquette for answering the phone at the front desk, putting clients on hold, and adding the personal touch to their communications.
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Blog
Three Tips for Hiring a Technician
Views: 4,057 - Comments: 2After years of interviewing for technician positions, both before I knew what I was doing and after (thank you Monica Maxwell!), I’ve learned a few things about selecting great candidates. 1. It’s not always about th...
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Blog
New Site Features for Efficient Team Training
Views: 2,866 - Comments: 0Did you know that On the Floor @Dove is constantly evolving to meet your veterinary training needs? In response to feedback and requests we received from our users, we've expanded our premium account features to include:...
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Video
Compassion Fatigue
Views: 8,544 - Comments: 1Monica Maxwell, SPHR, sits down with Megan Brashear, CVT, VTS (ECC), to talk about the different ways compassion fatigue can appear in veterinary medicine. This includes tips for recognizing compassion fatigue in your staff a...
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Blog
Supporting a Grieving Veterinary Colleague
Views: 3,950 - Comments: 5When a member of our hospital experiences the death of a personal pet, we all understand the pain they are going through. We know how hard it is to come to work and focus while feeling sad. And while we do an awesome job supportin...
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Blog
Max and My Grief
Views: 4,148 - Comments: 8If you’ve seen our Fractious Cat video, then you’ve met my oldest cat Max, who really has been fired from four vet offices in his fifteen years of life. This week Max was diagnosed with a brain tumor. Wh...
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Blog
I Don’t Care
Views: 3,456 - Comments: 10I don't care. Well... that’s how I feel at work some days, due to compassion fatigue. Usually I’m more than happy to speak with a client regarding their pet’s charges, but on my bad days I’m hes...
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Blog
Veterinary People and Our "Lemon" Pets
Views: 3,803 - Comments: 4Recently, my wife and I decided to let one of our dogs die… That might be a controversial way to say it, but that is exactly what we did. As sad as that situation is, we are at peace with our decision just like we all wa...
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Blog
The Value in Veterinary Sympathy Cards
Views: 15,953 - 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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Blog
How to Hire a Veterinarian
Views: 6,499 - 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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Blog
Constant Communication for Our Clients
Views: 6,324 - Comments: 4At 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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Video
Grow Your Practice with Social Media
Views: 3,436 - 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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Video
Social Media Discussions: Client Complaints
Views: 4,846 - 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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Video
Hiring Right the First Time
Views: 4,537 - Comments: 3Monica 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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Video
Inventory Management
Views: 9,223 - 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: 3,404 - 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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Blog
Don’t Judge a Book by Its Shoes
Views: 4,856 - 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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Video
Controlled Substances
Views: 10,199 - 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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Blog
Holiday Bonuses
Views: 2,963 - 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: 1,082 - 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: 3,509 - 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: 4,156 - 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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Blog
How DoveLewis Made Me Grinchy
Views: 3,668 - 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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Blog
Monica for President
Views: 2,800 - 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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Blog
Confrontational Clients
Views: 7,088 - 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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Video
Giving Corrective Actions (Part 3)
Views: 3,063 - 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: 2,956 - 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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Blog
Talking to Children About Pet Death
Views: 4,785 - 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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Video
Reception Interviews - Euthanasia Process
Views: 13,916 - 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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Video
Reception Interviews - Unhappy Clients
Views: 14,157 - 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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Blog
When It "Pays Off"
Views: 3,055 - 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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Blog
Facebook Q+A
Views: 3,579 - 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: 3,015 - 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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Video
The Good, Bad and Ugly
Views: 4,221 - 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: 6,411 - 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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Video
Fee Setting
Views: 4,119 - 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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Blog
Cynical Training Stories
Views: 3,748 - 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: 2,522 - 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: 4,218 - 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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Video
Giving Corrective Actions (Part 2)
Views: 3,607 - 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: 7,106 - 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: 2,700 - 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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Blog
5 Tips for Hiring Veterinary Receptionists: 4/5
Views: 2,692 - 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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Blog
5 Tips for Hiring Veterinary Receptionists: 3/5
Views: 1,835 - 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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Blog
5 Tips for Hiring Receptionists: 2/5
Views: 2,470 - 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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Blog
5 Tips for Hiring Receptionists: 1/5
Views: 3,097 - 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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Video
Giving Corrective Actions
Views: 5,072 - 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: 3,510 - 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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Blog
Welcome to Management
Views: 2,404 - 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: 8,996 - 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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