COURSE OUTLINE
VET
Dept. No.
102
Dept. Abbr.
Veterinary Office Management and Communication
Course No.
Course Title
____3___
Credit(s)
Prepared by
Science &
Allied Health
______
Department
Faculty
C. Gargamelli
Program Coordinator
_______
9/2/15
Cluster Chairperson
Date
_________
Reviewed by
______________________
______________________
______________________
Department
Cluster Chairperson
Dean
Date
Course Description
VET *102
VETERINARY OFFICE MANAGEMENT AND COMMUNICATION
3 credits
This is a business management course for Veterinary Technology students. Topics include office procedures and
practices, staff management, triaging phone calls, recordkeeping, the human- animal bond, stress management,
and client relations, including working with members of the public from diverse cultural, ethnic, religious, and
socioeconomic backgrounds. Personnel administration and other administrative procedures common to veterinary
medical practices including databases are reviewed.
General Objectives of the Course
Students completing the course will be able to:
 Understand the components and management issues of inpatient, outpatient, surgical and support areas of
a veterinary hospital.
 Understand the maintenance requirements for veterinary hospital facilities including applicable state and
federal laws.
 Understand the importance of maintaining veterinary medical records, electronic filing methods and
databases commonly employed in veterinary practices.
 Understand the responsibilities of the various members of veterinary health care team in various practice
settings.
 Understand the importance and methods of triaging phone calls.
 Understand the importance of carrying out treatment orders of veterinarians and communicating
effectively with clients.
 Understand veterinary hospital ethics, and veterinary technician standards of ethics in a veterinary
setting.
 Understand the importance of effective communication with clients, including dealing with difficult
clients.
 Understand the importance of teamwork in a veterinary hospital.
 Understand hiring practices and principals and appropriate interview questions for potential employees.
 Understand the components of an inventory control program.
 Understand principles of collections, billing practices and cash flow.
 Understand the marketing principles and ethics of veterinary practice services and products.
 Understand the AVMA nomenclature for veterinary technicians, veterinary organizations.
Specific Objectives of Instructional Unit
Unit No
I
Instructional Unit
The Veterinary Office
(The specific objectives reflect the behavioral outcomes,
which include what the student will be able to do at the
completion of the unit. Evaluation is then to be based on
the student's accomplishment of these objectives. Assume
that each statement is prefixed with "The student will be
able to".)
1. Identify and describe the roles and duties of various staff members
within a veterinary practice and the professional organizations associated
with them
2. List the terms used to describe various types of veterinary facilities.
Describe the components and management issues related to the inpatient,
outpatient, surgical and support areas of the small animal hospital
3. Define and become familiar with definitions and distinguish between a
veterinary technician, a veterinary assistant, a veterinarian, a specialist, etc.
3. Understand the systematic approaches used for medical record keeping,
list different types of records found in a veterinary practice, and be
introduced to the approach of history taking and physical examination
skills, the process of admitting and discharging patients
4. List and explain the requirements for maintenance in a veterinary
facility. Explain the importance of maintaining a clean, safe, and organized
veterinary facility, and describe what steps must be taken to do so
5. Identify common safety hazards, and explain the approach that should
be taken should you find a piece of equipment in the facility that needs
repair
6. Identify common safety hazards
7. Identify common sources of accidental injuries and what can be done to
protect yourself
8. Explain general techniques for avoiding infection and the spread of
disease among humans and animals in the practice
9. Explain what OSHA is and describe some of the general guidelines that
must be followed in the practice
10. State the role of OSHA in veterinary practice safety
11. List the general requirements of the federal laws related to the
workplace safety
12. Explain proper methods for lifting objects and animals
13. List common workplace hazards in a veterinary facility
14. Describe the requirements and the OSHA ‘right to know’ law
15. Explain the acronym MSDS and describe the components of an MSDS
16. List hazards associated with the use of ethylene oxide, formalin,
glutaraldehyde, anesthetic gases, and compressed gases
17. Define the term zoonotic disease and list common zoonotic diseases
encountered in the veterinary practice
18. Describe the proper handling of hazardous and medical wastes
19. Identify controlled substances commonly used in the veterinary
facility, how they are stored, logged etc.
II
Computers
1.Identify the basic components of a computer and explain
the function of each
2.Explain what software is and give examples of the types
of computer programs most often used in a veterinary office
3.Describe different types of computer networks and how
they are used
4.Describe common features of veterinary practice Web
sites and how they can benefit and improve aspects of
practice management
III
Communication and professional
growth
1.Describe the communication process and list the basic
elements of communication
2.List and explain five personality traits that are essential
for interpersonal relations in the veterinary office
3.Distinguish between appropriate and inappropriate
professional interactions with clients
4.Recognize prejudice, insensitivity, discrimination in
interpersonal relations
5.List and describe at least five barriers to effective
communication
6.List three ways you can improve your speech
IV
Stress Management/Compassion
fatigue
1.Outline the causes of stress and the psychological defense
mechanisms used to cope with stress
2.List five positive ways to cope with stress
3.Explain how time management can reduce stress
4.List five time management tools
V.
Ethics
1.Define ethics and name the organizations that develop
ethical guidelines for veterinary professionals
2. List the tasks that veterinary technicians are not
permitted to perform.
3.Identify rules of ethical conduct for veterinarians and
members of the veterinary staff
4.Explain the types of behaviors and practices that are not
allowed in the practice of veterinary medicine
5.Explain when the veterinarian-client-patient relationship
begins, the responsibilities of those involved in it, and how
it can be dissolved
VI
Financial Matters
1.Explain how veterinarian’s fees and fee profiles are
derived
2.Recognize the different circumstances when credit should
or should not be extended
3.Describe the rules and guidelines for extending credit on
accounts receivable
4.Distinguish between legitimate and unadvisable reasons
for adjusting or canceling a fee
5.Prepare billing statements and appropriately worded
collection letters
VII
Resume building/Interviewing
skills
1.Preparing a resume and understand the art of writing a
resume
2.Know and understand the various common resume
writing mistakes
3.Understand the interview process
4.Know the use of verbal communication in an interview
5.Know the art of replying to common interview questions
6. Understand the importance of grooming and posture