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  • Blog

    Cultivating Trust and Providing Clear Expectations for Clients

    Views: 1,340 - Comments: 0

    DoveLewis 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: 0

    DoveLewis 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: 0

    Flash 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: 0

    In 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: 0

    When 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: 0

    Online 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: 0

    In 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: 0

    When 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: 1

    Having 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: 0

    Learn 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: 2

    Increased 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: 0

    This 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: 0

    With 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: 0

    In 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: 0

    Here 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: 1

    2020 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: 0

    This 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: 0

    Resilience 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: 0

    What 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: 0

    As 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: 2

    When 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: 0

    The 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: 0

    The 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: 1

    With 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: 0

    It 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: 0

    There 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: 0

    While 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: 0

    We 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: 0

    Have 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: 0

    There 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: 0

    If 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: 0

    You'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: 0

    It'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: 0

    Managing 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: 0

    Online 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: 0

    Chances 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: 0

    Events 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: 0

    With 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: 0

    We 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: 0

    Social 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: 1

    As 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: 5

    In 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: 5,513 - Comments: 2

    Although 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: 1

    When 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: 6

    Breaking 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: 0

    Exit 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: 5

    P 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: 4

    In 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: 0

    Despite 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: 1

    In 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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