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Blog
Cultivating Trust and Providing Clear Expectations for Clients
Views: 1,340 - Comments: 0DoveLewis CSR Training Specialist, Birdie Gordon, discusses tips for setting up client expectations. “People go where they feel welcome but stay where they feel valued.” The pandemic has disrupted the veterinary in...
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Blog
Building Relationships with Clients Over the Phone
Views: 1,055 - Comments: 0DoveLewis CSR Training Specialist, Birdie Gordon, reviews how to establish and maintain trusting relationships with clients over the phone. During the pandemic, we have struggled (and often failed) to maintain the sam...
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Article
Back to Basics: A Case for Problem-oriented Medical Records
Views: 1,109 - Comments: 0Flash back to that lecture during the first year of vet school… Undoubtedly, most of us were in a state of sleep deprivation and caffeine-induced hysteria, surrounded by the lingering smells of anatomy lab. The lecture on problem-...
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Video
The Five Languages of Motivation
Views: 1,106 - Comments: 0In this lecture, Monica Maxwell, SPHR, SHRM-SCP, MBTI, will discuss how The Five Languages of Love by Gary Chapman can be used in the workplace. She will explain how the love languages relate to how employees communicate and hear...
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Video
When Clients Go Too Far: Utilizing Client Grievance Forms
Views: 2,089 - Comments: 0When working with a client that has concerns or complaints, documentation is more important than ever. Learn from Client Relations Specialist Rena Alexander about how DoveLewis implemented a client grievance form for these situati...
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Video
Managing Negative Reviews During COVID-19
Views: 1,416 - Comments: 0Online review platforms are a part of veterinary clinics like never before. Learn from Brand Marketing Specialist Molly Laird, and Client Relations Specialist Rena Alexander, about how DoveLewis is managing negative reviews during...
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Video
When (You Think) Your Staff is the Problem: Manager Compassion Fatigue
Views: 1,369 - Comments: 0In this session with DoveLewis Chief Administrative Officer Monica Maxwell, SPHR, SHRM-SCP, we will discusses manager compassion fatigue and how it appears differently from traditional burnout. Managers will often become resentfu...
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Video
Prep and Printing Aftercare Paw Prints
Views: 2,630 - Comments: 0When sending memorabilia home with a grieving pet owner, it's important that it's done right. Learn from Technician Assistant Manager Megan Urton about how to prep paw pads for the best prints.
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Video
Creating an Internal Process for Patient Aftercare
Views: 1,870 - Comments: 1Having a clear understanding of responsibilities and tasks is important, especially when it comes to patient aftercare. Learn from DoveLewis Managers Megan Urton and Anthony Strode about how DoveLewis created an internal process t...
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Video
Patient Aftercare: Improving the Client Experience
Views: 2,833 - Comments: 0Learn from DoveLewis Managers Megan Urton and Anthony Strode about the importance of having a process in place for patient aftercare.
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Video
Taking Care of You
Views: 4,282 - Comments: 2Increased patient counts and wait times. Decreased staffing and patience. It’s likely every one of us in the veterinary industry has dealt with compounding stressors over the last year. In this lecture presented by Human Resources...
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Video
Through the Lens of Trauma: Experiences in Veterinary Medicine
Views: 3,715 - Comments: 0This lecture, presented by Chief Medical Officer Shana O'Marra, DVM, DACVECC, and Veterinary Well-being Program Director Debrah Lee, LCSW, will examine the concept of trauma in the veterinary world. Trauma is woven throughout many...
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Video
The Good, The Bad and the Ugly: Online Criticism and How to Handle It
Views: 1,401 - Comments: 0With just the click of a button, a client can hurt your feelings, your business, and your team’s wellbeing. Online reputations are more important than ever, so what do you do with a 1-star review or criticism from clients when it’...
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Video
Hogwarts in the Workplace
Views: 1,838 - Comments: 0In this lecture presented by DoveLewis Marketing Director Tess Payne, we will cover four lessons learned in the Harry Potter series, and how they can be directly translated into a clinic and team environment. We will cover the ben...
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Video
Triaging Toxicity Cases
Views: 6,016 - Comments: 0Here at DoveLewis, we see a lot of toxin ingestion and GI upset in our patients, especially around the holidays. In fact in 2020, vomiting, diarrhea, and ingesting inappropriate items were the top two medical reasons patients came...
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Video
When Everything Is an Exclamation Point: How to Communicate Effectively in Times of High Emotional Stress
Views: 7,061 - Comments: 12020 has been full of uncertainly with both political unrest and COVID. In this lecture, Monica Maxwell, SPHR, SHRM-SCP, will discuss communication in the time of highly emotional stress. When clients and staff are at their breaki...
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Video
How to Get What You Need
Views: 3,546 - Comments: 0This lecture presented by Human Resources Manager Cheryl Latta, will discuss how to communicate in ways which result in your needs being met, as well as how to acknowledge when others need something of you. Cheryl will review how...
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Video
Cultivating Resilience
Views: 3,774 - Comments: 0Resilience helps us to work through challenges and empowers personal growth. Cultivating resilience through intentional effort is essential given the inherent stressors and challenges within veterinary medicine. This lecture prese...
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Video
Preventive Medicine and Client Care in the Age of COVID
Views: 3,219 - Comments: 0What can staff do to help reassure clients about what is happening inside the clinic during a pandemic? In this lecture presented by Technician Becky Smith, CVT, VTS (Clinical Practice Canine/Feline) we will discuss how we can int...
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Video
Implementing Balint Groups
Views: 2,442 - Comments: 0As veterinary professionals, you take on an emotional burden of distressing situations of your animal patients and clients every day. Balint groups provide a safe environment to discuss with fellow veterinary professionals the str...
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Video
Triaging GI Cases
Views: 5,596 - Comments: 2When a patient comes in with GI upset, the root cause of the issue can be difficult to determine. DoveLewis Technician Sarah Harris, CVT, VTS(ECC) reviews a few common questions she likes to ask owners in order to get the most hel...
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Blog
Client Support during COVID-19
Views: 2,885 - Comments: 0The COVID-19 pandemic has drastically changed the way many of us do our jobs. While we are settling into new routines, Client Liaison Erin Neilon, reviews a few key communications tips for your clients and your team....
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Video
Emergency Medicine in General Practice: The Technician’s Role
Views: 4,176 - Comments: 0The technician plays a crucial role in managing emergency cases in veterinary medicine. In this one hour lecture with DoveLewis Technician Training Specialist Jessica Waters-Miller, CVT, learn how to be the best advocate for your...
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Article
Grounding: A Wellness Tool During COVID-19
Views: 6,008 - Comments: 1With 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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Blog
Holding on to Empathy During the COVID-19 Pandemic
Views: 3,833 - 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: 6,835 - 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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Video
Box Breathing: A Tool for Well-being
Views: 4,379 - 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
Using Online Reviews as Educational Tools (Part 2): Examples from DoveLewis
Views: 2,278 - Comments: 0We all have a love-hate relationship with reviews. They can be difficult to read and reply to as a business, especially when they are negative reviews. But the fact is that 90% of consumers read online reviews before visiting a bu...
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Article
Encouraging Clients to Write (Positive) Reviews
Views: 4,045 - 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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Video
Tips to Make Your Social Media Posts Pop
Views: 1,988 - Comments: 0There are a few simple ways to make your social media content stand out from the rest. Learn from Brand Marketing Specialist Molly Laird, about how you can engage with your followers in a meaningful way.
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Video
Tools for Simplifying Social Media
Views: 1,939 - Comments: 0If you're newer to social media, the difference between a post, a tag, a re-tweet, and an impression can be overwhelming. Brand Marketing Specialist Molly Laird discusses a few different tools you can utilize as a business to make...
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Video
Tips for Attention Grabbing Subject Lines
Views: 1,741 - Comments: 0You've just spent time curating a great email to go out to your clients, but how do you ensure they open it? Review a few quick tips from Marketing Director Tess Payne and Brand Marketing Specialist Molly Laird, about how to ensur...
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Video
Using Online Reviews as Educational Tools (Part One)
Views: 1,915 - Comments: 0It's easy to dismiss online reviews. But, chances are, you could learn a few things about how the public and your clients are interacting with your clinic. Brand Marketing Specialist Molly Laird and Client Relations Specialist Ren...
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Video
The Importance of Monitoring Online Feedback
Views: 1,699 - Comments: 0Managing your online reputation can seem like a daunting task. In a few easy steps, learn how to monitor your clinic's online feedback from Marketing Director Tess Payne.
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Video
Responding to Online Feedback
Views: 1,794 - Comments: 0Online feedback (both good and bad) can be intimidating. Do you write back? What happens if a review is inaccurate? In this video, Marketing Director Tess Payne and Brand Marketing Specialist Molly Laird, review a few quick tips t...
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Video
Utilizing Your Team for Engaging Social Media
Views: 1,345 - Comments: 0Chances are, your team comes across great stories everyday at their job. Whether it’s a client’s new puppy or a life-saving diagnosis, your customers are likely interested in the work your clinic is doing. Learn from Marketing Dir...
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Video
Promoting Events Using Social Media
Views: 1,438 - Comments: 0Events are a great way to get in front of the customers you serve every day. And one of the easiest ways to promote events is with social media! Learn from Marketing Director Tess Payne, about how we use social media for advertisi...
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Article
COVID-19 Client and Clinic Resources
Views: 4,982 - 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
Well-being During COVID-19
Views: 5,372 - 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
How to Get Started in the World of Social Media
Views: 2,052 - Comments: 0Social media is a powerful tool to use in your clinic. There are about 3.4 billion active social media users worldwide. With this many people on social media, it is your best opportunity to reach new clients while also building tr...
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Article
Efficient Record Sharing: A CSR's Perspective
Views: 5,000 - 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: 9,118 - Comments: 5In 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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Professional Groups in Veterinary Medicine: Combating Compassion Fatigue and Burnout
Views: 5,513 - 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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Video
Triaging Blocked Cats
Views: 7,028 - Comments: 1When an owner comes in concerned about their cat’s bathroom behavior, it’s important to have a few questions planned in advance. Learn from Sarah Harris, CVT, VTS(ECC) about triaging potential blocked cats and communication tips w...
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Blog
Marketing in a New World
Views: 2,264 - Comments: 6Breaking 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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Video
Employee Retention: Five Lessons from Exit Interviews
Views: 2,086 - Comments: 0Exit interviews are a common practice when an employee vacates their job. Often this information is just placed in their employee file and forgotten about, even when we have the best intentions. But what if we really used this inf...
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Blog
CSR Terminology 101
Views: 7,074 - 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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Article
Tone and Volume for Your Client Conversations
Views: 17,076 - Comments: 4In 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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Video
That Moment When - The Impact of Empathy
Views: 2,457 - Comments: 0Despite having devices at our fingertips designed to connect you to others in an instant, making connections and building relationships feels harder than ever. Learn from DoveLewis Marketing Director Tess Payne, about the importan...
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Video
Tech to Tech: Improving Communication and Support
Views: 6,413 - Comments: 1In a 24/7 clinic like DoveLewis, a patient may spend multiple days recovering and be under the care of numerous veterinarians and technicians. In these circumstances, information can get lost between switching shifts and additiona...
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