VTS 170
Veterinary Office Management
Course Syllabus
Instructor Name
Email
474-573x or 1-888-474-5207
Office Location
Office Hours
Mailing Address
Fax
Credits
Prerequisites
Location
Class Meeting Days and Times
Laboratory or Intensive
Harper Building, Room 113
4280 Geist Road, Fairbanks AK 99709
TBA
Interior-Aleutians Campus
PO Box 756720
Fairbanks, AK 99775-6720
907-474-5208
3 cr (3+0+0)
Instructor approval
Elluminate! Live or Audio conference
W, F 5:10 – 7:10 pm (based on 10wk length)
None
Course Readings and Materials
Required Texts:
 Veterinary Office Practices by Robert Kehn
Thomson Delmar Learning Publishers
 Clinical Textbook for Veterinary Technicians McCurnin & Bassert 6th edition
(program students will have this text as it is required for prior classes)

Special topics handouts as needed.
Materials – Computer with Internet access, E-Live software and headset if delivered via
Elluminate! Live
Course Description
This course provides a basic introduction of business practices as they pertain to the
management of the veterinary office and the role of the veterinary technician in that management
team. Concepts include communications skills, record keeping, use of computers in veterinary
practice, inventory and office management, and related issues of law and ethics.
Veterinary Science Program students taking this course will gain skills and knowledge
regarding the important role technicians and other practice staff play in the effective
management of a veterinary office. Also discussed are the economics of veterinary medicine in a
rural and subsistence economy. Emphasis in this class is placed on principles of effective
veterinary office management and communications. The practical veterinary experience that
leads to the expansion of student knowledge and builds proficiency of acquired skills through
task–specific exercises (i.e. communications skills, record keeping, inventory and office
management etc) will occur during subsequent VTS courses, namely VTS 240 Practical Nursing
(40 h laboratory), and VTS 299 Advanced Veterinary Science Skills Practicum (80 h off site).
Course Goals
After successful completion of this course veterinary science students will have
understanding of the day-to-day operations of a veterinary office, clinic, or hospital. Students
will study effective communication between staff and clients including emotional situations that
arise such as euthanasia and financial concerns, and also best practices for inter-office
communication that leads to team building. Program students will be able to reference their
prior knowledge of medical terminology and pharmacology in order to create effective
communications with clients regarding patient care. Students will be aware of the laws (State
and Federal) and ethical guidelines that govern the profession and how best to incorporate those
into daily practice. Medical record keeping for patient files, radiology, laboratory reports,
information for regulatory agencies, and inventory (DEA regulated and non-regulated items)
management will also be discussed in detail. Topics will be expanded on from an Alaskan
perspective to shed light on the unique nature of delivering quality veterinary medicine to remote
areas.
Student Learning Outcomes
After successful completion of VTS 170 students will be highly knowledgeable and
proficient in the main skills relevant to office and hospital procedures in accordance with the
American Veterinary Medical Association’s (AVMA) veterinary technician program curriculum
requirements as they apply to client relations and communications. In particular students will be
able to fulfill the following tasks:
Communication
 Be able to develop and utilize multiple formats (verbal, electronic, written) in
presenting information/education to clients in the most effective and appropriate
communication manner
 Understand the effect that emotional and financial stress can have on
communication and how to effectively use crisis intervention/grief management
skills to address complex stressful client situations
 Utilize interpersonal and public relations skills to promote and strengthen team
building, and support the team dynamic of the veterinary office across the staff
 Demonstrate professional telephone etiquette
Management
 Have a working knowledge of computer use in veterinary offices and be able to
utilize common veterinary office management softwares i.e. Avimark
 Be familiar with online veterinary services and educational resources (i.e. VIN,
VSPN, NAVTA, AVMA)
 Be able to correctly format, file and maintain all medical records (ie. health
certificates, vaccination records, lab records, client/patient records etc) in
compliance with standard medical office practices as well as be able to
effectively manage inventory control
 Be able to correctly design, format and maintain all veterinary facility
records/logs (i.e. radiology suite, surgery theatre, laboratory, anesthesia &
controlled substances) in compliance with regulatory agency guidelines
 Be familiar with facility scheduling i.e. staff hours, scheduling appointments,
patient intake/discharge, and how to handle routine financial transactions,
 Recognize and respond to veterinary medical emergencies (i.e. triage process)
 Understand the roles of appropriate regulatory agencies (i.e. DEA, USDA-,
APHIS, OSHA, CDC, ATSDR etc) and follow the legal guidelines that govern

the practice of veterinary medicine as they apply to veterinarians, veterinary
technicians, veterinary assistants and other office staff,
Maintain appropriate disposal protocols for hazardous substances and establish
effective sanitation and nosocomial protocols for all work and client/patient
receiving areas of a veterinary facility
Law & Ethics
 Know the animal welfare regulations and be familiar with the veterinary
technician professional ethical oath, Veterinary Technician code of Ethics, and the
Principles of Veterinary Medical Ethics of the AVMA
 Know how to professionally interact with fellow staff/clients and protect client/
patient confidentiality at all times
 Have the utmost commitment to high quality animal care and provide high quality
service to the clients, fellow staff, and the veterinary profession overall
Instructional Methods
This course will be distance delivered using the Elluminate! Live software (interactive
online video conference) or by audio conference. Class material and exams are available via
Blackboard. Classes are a combination of lecture, class-wide discussion, practical skill sessions,
and smaller group discussions. Mock client interactions by phone will be staged between class
members to provide role play to practice communication skills. Classes will meet in online
classroom for lecture and interactive discussions. Please have all readings completed before
the start of class as they form the basis for that week’s discussion.
Course Calendar
This lecture schedule is fluid and may be updated during the semester. The instructor
will inform students of changes in a timely manner. Students are responsible for keeping track
of schedule changes once announced.
Reading assignments will come from two textbooks. The following title abbreviations
VOP = Veterinary Office Practices; CTVT – Clinical Textbook for Veterinary Technicians
indicate which text the readings are from.
Week Lecture Topic/Title
1
Introduction and Welcome
Survey – Your best and worst veterinary or
medical office experience what was good/bad
Professional Oaths
Laws and Ethics in the Veterinary profession
2
3
4
5
Laws and Ethics continued
Alaska state practice acts
 licensing requirements, laws
concerning the state veterinary board,
veterinary records laws, and the laws
governing disciplinary actions for
impaired or incompetent practitioners.
 Alaska Statutes Animal Laws
 Alaska Native Ethics
Communication Skills – co-workers
Working as a health care team, staff roles
 Communication process
 Interpersonal relations
 Professional interaction
 Prejudices in Human relations
Communication Skills – Clients
 Appropriate phone and front desk
etiquette
 scheduling appointments;
 professionalism in voice and dress;
Communication Breakdowns – Stress,
emotional reactions, financial constraints and
how to respond; grief/crisis management;
humane euthanasia, cultural differences in
communication style
Client Education: Best Format communication
– how to determine which format is best to
dispense different information to clients, client
education
Veterinary facilities – Introduction to basic vet
office equipment front desk to back kennel
Facilities continued- Matching the equipment to
the regulations and regulatory agency
Readings and Handouts
Veterinary Technician Oath
handout
Syllabus
VOP ch 1 Introduction to
Veterinary Practice p 3-35
VOP ch 8 Ethics p 159 -165
CTVT ch 1 Introduction p 11-24
 AK Practice act handout
 AK statutes Animal Laws
 AVMA Animal Welfare
Policy Statements
 Cultural Values of Alaska
Natives (ANKN
publications)
Class
assignments
#1 Quiz
VOP ch 5 Interpersonal
Communication p 81-110;
CTVT ch1 Introduction p 7-10
VOP ch 7 Interacting with Clients p
125-157;
# 1 Written
Assignment
handout
VOP ch 6 Stress p113-122;
CTVT ch 38 Client Bereavement
Bond p1177-1188;
CTVT ch 39 Stress and Substance
Abuse p1190-1202;
Various forms of communications –
preventive care pamphlets, industry
advertising, clinic created
documents, home care instructions,
online resources
CTVT ch 32 Vet Practice
management p1027-1063;
#2 Quiz
Applicable agency information
websites, examples of logs and
record books
6
7
8
Record keeping compliance – additional
information on required records (anesthesia),
storage time
 practice filling out records
Computers in the Veterinary Office
 Management software,

Inventory control
 online veterinary services
samples of records,
Computers continued
Avimark Industry demo
software
Office administration – best practices for
day to day efficient operations, filing,
scheduling, discharges
Medical Records and Patient Files – create
and maintain in correct compliance
VOP ch 3 Administrative
Duties p 37-69;
Choosing the best format for specific clinic
settings
Samples of various styles of
medical records (source
VINetwork; VOP)
VOP ch 9 Fee Collection,
Billing, Payroll p169-196
Financial transactions
9
Alaskan Economics of Veterinary Medicine –
Fairness in pricing for your cliental
Course Review or additional class session on
student topic choice
10
# 3 Quiz
2 Written assignment
VOP ch 4 Computers p71-78;
CTVT ch 34 Computer
Applications in Vet p 11081117;
CTVT ch 33 Medical Records
p 1064-1106;
Current economic trends in the
state; direct and indirect costs
of vet med business in AK
Will be determined by session
topic – whole course review
for final exam or specific topic
discussion
# 4 Quiz
# 3 written assignment
FINAL EXAM
Course Policies
Students are expected to attend all class meetings. Contact the instructor as soon as
possible before missing a class to let them know and make arrangements.
Plagiarism Statement : All work submitted in this class must be your own work,
generated exclusively for this class, and not work intended for submission in another course. The
use of sources (ideas, quotations, paraphrasing) should be properly documented. Please go to
http://www.uaf.edu/library/instruction/handouts/Plagiarism.html for more information on
how to avoid plagiarism or contact the Writing Center for assistance (contact information at end
of syllabus).
Evaluation
A. Quizzes : A total of four quizzes are given during this course. Content of quizzes is
based on the previous weeks lecture content. Format can be short essays, true and false, multiple
choice questions, and labeling of diagrams..
B. Written Assignments: There are a total of three written paper assignments. Written
assignments are due one week from the day assigned. Written assignments must be typed and
have a required length of 2 pages. The papers need to be spell checked and have standard
formatting (0.5 “ top and bottom; 1” right and left margin). Students are encouraged to seek
writing assistance with IAC’s english faculty (email: ffcla@uaf.edu) or contact the Writing
Center at the number listed in the student services section of this syllabus.
Topic 1: Why a team approach to veterinary health care?
Topic 2: For each of these three different scenarios offer two alternatives for presenting
information to the client.



Preventative Vaccines for a puppy and information for her middle-aged first time pet
owner
Dental care for a geriatric feline and information for his elderly experienced pet owner
Emergency care for a critical hit-by-car dog and information for her young adult couple
owners
Topic 3: Complete 3 intake records for one or more of your own animals. Chose a format from
the styles provided and create a medical record for one of these topics: pregnant bitch; vaginal
discharge; hair loss and itching etc.
C. Final Exam: The final exam is comprehensive and is taken during class time. The
final exam is comprehensive and is taken during class time. It will consist of case study
scenarios, multiple choice questions, true and false questions, and/or labeling of diagrams chosen
from the complete lecture topics.
Point Totals and Grades will be assigned on the following basis
Written
Final Exam
Quizzes
Attendance
Total
Number
3
1
4
8
% of grade
45
25
20
10
100
points per test
150
250
50
Point Value
450
250
200
100
1000
A – 90% or more of total points (90/100 to 100/100)
= an honor grade, indicates originality and independent work, a thorough mastery of the
subject, and the satisfactory completion of more work than is regularly required.
B – 80% to 89% of total points (80/100 to 89/100)
= indicates outstanding ability above the average level of performance
C – 70% to 79% of total points (70/100 to 79/100)
= indicates a satisfactory or average level of performance
D – 60% to 69% of total points (60/100 to 69/100)
= the lowest passing grade, indicates work of below average quality and performance
F – 59% or less of total points (<59.5%/100)
= indicates failure to meet the lowest standards
Student Support Services
The University has many student support programs. If you need assistance please contact
any of the following service programs or departments.
UAOnline
http://uaonline.alaska.edu/
Your resource for transcripts, accounts, and other personal information.
Rural Student Services
http://www.uaf.edu/ruralss/
Rural Student Services (RSS) is an academic advising department with over 35 years of
experience in working with students from all over the state of Alaska. We are here to assist you
in achieving student success by linking you to current information pertinent to your education,
lifestyle, and goals. RSS is known for its welcoming and friendly environment. Many students
find a meaningful connection at UAF through RSS.
We can help you with:
* Academic Requirements
* Registration for Classes
* Finding Financial Aid
* Explaining Housing Options
* Declaring a Major
* Career Exploration
CONTACT US AT:
P.O. Box 756320, Fairbanks, AK 99775-6320
1-888-478-1452 (Toll Free within Alaska) or (907) 474-7871
Email us at fyrss@uaf.edu
Math Help Line
Contact UAF's toll-free Math Hotline for problem solving and math help. Call 866-8236284 (1-866-UAF-MATH) during regular fall and spring semesters.
Writing Center
http://www.alaska.edu/english/studentresources/writing/
The Writing Center is a student-staffed, student-oriented service of the English Department.
801 Gruening Bldg., P.O. Box 755720
Fairbanks, Alaska 99775-5720
Phone: (907) 474-5314
Fax: 1-800-478-5246
* The UAF Writing Center and Computer Lab offers free writing tutoring to any student in any
subject via telephone and fax or over the Internet. Students can call 907-474-5314 for
information on how to fax a paper and have it tutored over the telephone, or engage in an
interactive Internet session. Both services are free.
Library Services for off campus students
http://library.uaf.edu/offcampus
Off-Campus Library Services is a unit set up to serve rural UAF students and faculty who
do not have access to appropriate information resources in their town or village. We work in
support of The College of Rural & Community Development and The Center for Distance
Education and Independent Learning.
We can supply your information needs for the courses you are taking. For example, if a research
paper is required in the teleconference or correspondence course that you are taking, you can
contact us, explain your information need, and we will send library materials to you so that you
can write your paper.
Contact us at
Off-Campus Services, Elmer E. Rasmuson Library
310 Tanana Loop, PO Box 756800
Fairbanks, Alaska USA 99775-6800
Phone: 1-800-478-5348 Email: fyddl@uaf.edu
Computer, Internet, and software
Problem: you cannot get your email
Make sure your Internet connection is working; to test it, you can try to go to a new web page
and see if it loads.


If you are having problems with a UAF account, you will need to contact the UAF help
desk 1.800.478.4667. If it is another company’s account, you will need to contact their
customer support. There is very little we can do to assist you as we have no control or
access to the computers that serve the email.
Check with your email program’s Help.
Problem: you forgot your password

Only the organization that issued your password can do anything to change it. You will
need to contact them. For UAF email and Blackboard it is the UAF help desk
1.800.478.4667. For most web services there is a link you can click if you forgot your
password. I also recommend writing them down somewhere for back up.
Problem: you are having problems with Blackboard
 You will need to contact the Blackboard administrator, at:
http://classes.uaf.edu/ Office of Information Technology Help Desk 474.6564 or
1.800.478.4667
Elluminate Live
If you have questions about Elluminate! Live I strongly encourage you to visit the
following page
http://community.uaf.edu/ehelp Steps needed to prepare you for your first distance education
course session.
http://distance.uaf.edu/archives/research/subresearch/elluminate-live.php
There you will find
 a direct link to Elluminate! Server
 how to connect your headphone/microphone to your computer
 help finding and activating your UAF ID
 a printable quick reference guide
Disabilities Services
The Veterinary Sciences Program will work with the Office of Disability Services to
provide reasonable accommodation to students with disabilities. Disability Services provide a
variety of services to assure equal access for all students. Interpreting services, educational
assistants, note taking, and exam accommodations for students are the most frequently provided
accommodations. Disability services also provides assistance to the university's rural campuses;
Tanana Valley Campus, Bristol Bay, Chukchi, Interior-Aleutians, Kuskokwim, and Northwest.
The staff of Disability Services works with faculty in arranging appropriate services in the
classroom. Questions should be directed to the Director of Disability Services at (907)-474-5655.
http://www.uaf.edu/disability/
UAF Office of Disability Services
612 N. Chandalar, PO Box 755590
University of Alaska Fairbanks
Fairbanks, Alaska 99775-5590
Phone: (907) 474-5655 | TTY: (907) 474-1827 | Fax: (907) 474-5688 | E-mail: fydso@uaf.edu
A Division of Student and Enrollment Services (SES)
UAF is an affirmative action/equal opportunity employer and educational institution.