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You’re on the front lines, so you always need to be prepared. Check out some of the lessons our client service managers, liaisons, and representatives have learned in their careers.
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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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Article
Grounding: A Wellness Tool during COVID-19
Views: 526 - Comments: 0With the passing of time, there are many different reactions that we may be experiencing as our “new normal” unfolds during the COVID-19 pandemic. One feature that seems to linger is a persistent, low level anxiety that has shifte...
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Journaling: A Wellness Tool During COVID-19
Views: 529 - Comments: 0An unexpected outcome of this pandemic has been that it’s changed my days off. This weekend, the general sense of unease that has settled in since the pandemic began was accompanied by something else. Up until a month ago, my time...
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Article
Diaphragmatic Breathing During COVID-19
Views: 859 - Comments: 0There are many different reactions you may be having during this stressful and uncertain period. One of the frustrating realities of human cognition is that we not only react to the world around us, but we also have internal react...
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Blog
Holding on to Empathy During the COVID-19 Pandemic
Views: 711 - Comments: 0It can be hard to remember what life was like before COVID-19. The last month has been a constant rush of news headlines, avoiding those that are closest to you, and frantic lines at the grocery store. But in these times, practici...
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Article
Resilience Strategies During COVID-19
Views: 1,287 - Comments: 0There is a lot that we are trying to contend with during this crisis. For many of us, there’s an underlying sense of urgency and helplessness as we try to find something to control in this surreal, and often uncomfortable, new lan...
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Article
Coping with PPE Shortages: DIY Cloth Face Masks
Views: 1,017 - Comments: 0Current PPE shortages mean finding creative and innovative ways to offer protection for team members. The recommendation for medical staff is to wear N95 respirator masks during COVID-19. These masks are best at catching at l...
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Video
Box Breathing: A Tool for Well-being
Views: 790 - Comments: 0While it may seem impossible to take care of yourself in these uncertain times, there are a few simple ways to take a moment for you. A few times throughout the day, try this structured breathing exercise to regain your focus.
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Article
Encouraging Clients to Write (Positive) Reviews
Views: 265 - Comments: 0Have you ever interacted with a client who had nothing but wonderful things to say about you and your staff? A few minutes later, they walk out the door leaving you wondering how you could have asked them to share their experience...
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Article
COVID-19 Client and Clinic Resources
Views: 1,563 - Comments: 0With so much information at our fingertips with COVID-19, we wanted to share new procedures we are doing today (though these may change tomorrow) to help protect our staff, clients, and community. Here at DoveLewis, we are being t...
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Article
DIY Sanitizer for COVID-19 Shortages
Views: 1,702 - Comments: 0Many of you may be encountering the same supply shortages we are during the COVID-19 pandemic. You may be encountering a limited supply of hand sanitizer left and may not be able to obtain more in a reasonable time period. So, Dov...
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How to Properly Remove Exam Gloves
Views: 1,890 - Comments: 0When it comes to personal protective equipment (PPE) it’s important to know the correct way to put things on, and take things off, to ensure it’s effective. Learn from Technician Training Specialist Jessica Waters-Miller, CVT, abo...
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Article
Well-being During COVID-19
Views: 1,708 - Comments: 0We may be beginning to feel like we have more questions than answers amidst the COVID-19 pandemic. It is not unusual to experience a wide range of thoughts, feelings, and reactions. Some of these reactions may include: Anxie...
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Article
Efficient Record Sharing: A CSR's Perspective
Views: 1,166 - Comments: 1As a 24-hour emergency hospital, DoveLewis sees a lot of patients that are brand new to our staff. A dog could come to us after ingesting a packet of gum, and that might be the only time in their life that we'll provide veterinary...
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Video
The Art of Triage
Views: 2,350 - Comments: 0In modern human healthcare systems, triage occurs at every level of care from an initial telephone contact to arrival at a health care facility. In this lecture, Staff Veterinarian Christy Michael reviews triage in the veterinary...
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Video
Professional Groups in Veterinary Medicine: Combating Compassion Fatigue and Burnout
Views: 1,517 - Comments: 2Although there is a growing awareness of compassion fatigue and burnout in the field of veterinary medicine, most efforts have been focused individual self-care. In a field with widespread moral distress, where isolation only comp...
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Article
Tips for Organizing Staff Resources
Views: 1,452 - Comments: 2Chances are at your clinic, you have about thirty important documents that live in ten different places. Seven of them haven’t been updated in the last three years, half were created by someone who doesn’t work there anymore, and...
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Video
2019 Year in Review
Views: 684 - Comments: 0Another year of learning is in the books! Thanks so much for being a part of the atdove community and making 2019 great. Take a moment to look back on all you've accomplished this year, and what you hope to learn next! See you in...
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Blog
Marketing in a New World
Views: 799 - Comments: 2Breaking into a new industry can be tough. And while you may not always (or ever) feel like you have a grasp on the world around you, taking the time to ask questions and learn from your team can make a big impact. Learn from...
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Blog
A Generation of Changes in Veterinary Medicine
Views: 1,922 - Comments: 0A lot has changed over the last 25 years in veterinary medicine- patient care, perscription drugs, and technology just to name a few. Sharon McDermaid, CVT, has been with DoveLewis for 25 years! And she has seen first hand ma...
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Video
Labeling Kennel Cards
Views: 1,836 - Comments: 1Kennel cards can call attention to important pieces of information, such as where a patient’s meds are, if they have a personal item, and when you may need protective gear. Learn from Technician Training Specialist Jessica Waters-...
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Blog
CSR Terminology 101
Views: 2,786 - Comments: 5P is QAR, normal BP/HR/MM. LMOM for O to discuss US DX and SX recomendations. Wait, what? Sometimes reading medical notes can seem like a jigsaw puzzle, especially for CSR's new to the veterinary field. Our front desk team here...
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Blog
My Journey to Vet School
Views: 1,433 - Comments: 0Continuing education and training can have immense benefits on your longevity and happiness in your career. It impacts the patients you are working with today as well as the patients you will treat tomorrow. In this blog, Anthony...
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Blog
What Pet Loss Support Taught Me
Views: 1,007 - Comments: 0I attended my first Pet Loss Support Group run by Enid Traisman, MSW, CT in December of 2018. I immediately felt the power of this community resource and felt validated in my own grief by the stories, lessons and experiences of th...
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Article
Tone and Volume for Your Client Conversations
Views: 5,699 - Comments: 2In the 1970’s, Albert Mehrabian created a tool called the communication model. Within this model, he came up with the idea that only 7% of what is being communicated are the literal words. That means that according to his theory,...
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Article
Receiving Constructive Criticism
Views: 4,291 - Comments: 2Being open to criticism, good or bad, is vital to being successful in any job. How else are you going to know what to improve on, how to grow, and areas may require more focus? When it comes to receiving criticism, it doesn’t a...
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Blog
Understanding Cremation
Views: 1,724 - Comments: 0If you are a pet owner whose pet is in failing health, or if you have sadly experienced the recent passing of a pet, the following information may help guide you through this difficult period with knowledge, understanding and peac...
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Blog
Talking to Children About Pet Death: Pt 2
Views: 1,502 - Comments: 2Dealing with a pet’s death is hard, and can be even harder when children are involved. Kids may not understand the magnitude of their pet’s illness, the related expenses, or how to assess quality of life. During these times, you c...
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Blog
Dealing with Guilt
Views: 1,300 - Comments: 0Guilt is a common feeling among participants in the DoveLewis Pet Loss Support Program. Enid Traisman, MSW, CT, and Director of the DoveLewis Pet Loss Support Program reviews how to help those dealing with feelings of grief after...
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Blog
5 Ways to Use Peanut Butter in an Animal Hospital
Views: 2,493 - Comments: 0March 1st is National Peanut Butter Lover’s Day, and peanut butter is a commonly used tool here at DoveLewis. To celebrate, we’re sharing 5 facts about peanut butter and 5 ways to use peanut butter in your hospital. 5...
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Blog
Coping with Grief and Loss
Views: 1,886 - Comments: 1How does grief differ when a pet is lost due to old age versus a sudden tragedy? Enid Traisman, MSW, CT, and Director of the DoveLewis Pet Loss Support Program, reviews how clients may feel and react after losing a pet in each cir...
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Article
Ask the Right Questions
Views: 8,151 - Comments: 5We’ve all had the thought after working with a client-- why didn’t you mention this earlier? Why am I just hearing about this now? This would have been nice to know an hour ago… While it may be easy to blame the client, it’s im...
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Video
Working Well Under Pressure
Views: 5,391 - Comments: 1Pressure and stress are factors that play a role in our jobs, everyday. Join Sarah Parker, CMA (AAMA), from the Medical Society of Metropolitan Portland, to learn about ways to manage pressure in any position at your hospital....
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Article
Email Etiquette- Do’s and Don’ts
Views: 3,588 - Comments: 0There are a lot of ways to communicate these days. Phone calls, text messages, instant messages, email, direct mail-- the list goes on. While it’s important to note how your clients prefer to be communicated with, it’s also import...
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Video
Personality Types and Common Communication Mistakes
Views: 3,797 - Comments: 0A client’s personality can have a big impact on their communication style. Join Sarah Parker, CMA(AAMA), from the Medical Society of Metropolitan Portland, to learn about the different personality types, and how to avoid the five...
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Article
Communication in Crisis: What Clients Go Through in an Emergency
Views: 5,909 - Comments: 4Pet emergencies occur every minute of every day – but for our clients it is a singular monumental event. Pets are, in fact, family. They are family that like to eat socks, brawl in the street, enjoy an occasional pot brownie (doub...
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Video
Resources for Seamless Client Communication
Views: 2,143 - Comments: 0Did you know that starting out the day with a team huddle can increase internal communication and lead to a better client experience? Learn from Sarah Parker, CMA (AAMA), from the Medical Society of Metropolitan Portland, about ho...
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Article
Handling Client Complaints
Views: 3,422 - Comments: 0Handling client complaints can be draining from the start. Prior to working with the client, you should have already started your research on the issue, have notes on hand, and your team should be aware of the complaint. While it’...
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Video
Barriers to Effective Communication
Views: 4,534 - Comments: 0We may think that our communication style is crystal clear, but is it? Learn from Sarah Parker, CMA (AAMA), from the Medical Society of Metropolitan Portland, about how we can minimize the barriers that happen in everyday communic...
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Video
De-Escalating Clients in a Busy Lobby
Views: 3,275 - Comments: 0Working with an escalated client can be awkward and uncomfortable, especially in front of other customers. Learn from Client Relations Specialist, Rena Alexander, and Client Liaison, Cy Torrey, about tips for handling unhappy clie...
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Blog
Why We Stay Open
Views: 2,098 - Comments: 0We learned recently that some local emergency hospitals are sending their patients to DoveLewis in an attempt to manage their own caseloads. We get it—when you combine factors like a national hiring shortage and our pet-friendly c...
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Blog
Celebrating the Holidays Without Your Animal Companion
Views: 1,500 - Comments: 1As the holidays are approaching, Enid Traisman, MSW, CT, and Director of the DoveLewis Pet Loss Support Program, reviews ways that you can honor your pet during the holiday season. These tips can also be shared with clients who ma...
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Video
Workplace Bullying
Views: 3,412 - Comments: 0Bullying between staff members can be hard to identify. Learn from Cheryl Latta, DoveLewis Human Resources Manager, about how to recognize bullying behaviors and prevent it from happening.
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Blog
Staff Transition to Management: Part II
Views: 1,770 - Comments: 0Continuing from Staff Transition to Management: Part I, Cheryl Latta, DoveLewis Human Resources Manager, reviews common difficulties that new managers face and tips for making the most of your new promotion. Making th...
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Video
Staff Transition to Management: Part I
Views: 2,211 - Comments: 0Cheryl Latta, DoveLewis Human Resources Manager, talks about the difficulties that can come with a promotion to management, and tips for handling new responsibilities.
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Video
Communicating Discharge Instructions with Clients
Views: 5,606 - Comments: 5Senior Technician Supervisor and CVT, Sarah Harris, joins Training Specialist and CVT, Jessica Waters, to review the process for communicating effective discharge instructions with clients. Using the example of a gastroenteritis p...
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Video
Introducing a Client Liaison Position
Views: 1,952 - Comments: 0Anthony Strode and Cy Torrey, DoveLewis Client Liaisons, discuss the importance of providing great client experiences through their new positions as Client Liaisons. Learn how they are taking customer service to the next level, an...
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Blog
Thank You, and Good Job
Views: 2,839 - Comments: 1Being a veterinarian is exhausting, isn't it? We need to care about so many things! I need to care about that blocked cat whose owners can't afford treatment. I need to care about that dog with pulmonary metastasis whose owners...
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Video
Taking Messages
Views: 3,658 - Comments: 0Beth Ann Fretz, Client Service Representative, walks through taking accurate messages to ensure effective communication throughout the hospital.
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Video
Workplace Grief - Making a Memorial Table
Views: 2,571 - Comments: 0March is Wellness Month at DoveLewis! Join Enid Traisman, Pet Loss Support Director, and Chelsea Lincoln, Special Accounts Coordinator, to learn about creating memorial tables to support your colleagues. Download Supplies List...
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Blog
New Kids on The Block
Views: 4,037 - Comments: 17Even for experienced staff, working at a veterinary ER can be hectic, heartbreaking, and overwhelming. For brand new employees, adapting to the pace can be rough. Unfortunately, I’ve seen new hires get overwhelmed by t...
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