Download Figures List

Support materials
Figures List
Figure 1
Figure 2
Figure 3
Figure 4
Figure 5
Figure 6
Figure 7
Figure 8
Figure 9
Figure 10
Figure 11
Figure 12
Figure 13
Figure 14
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Mystery shopper report
Checklist: Adding value to an ovariohysterectomy visit
Canine or feline report card
Care to share card
Discharge order form Standard abscess estimate
Authorization for professional services
Geriatric wellness letter
Pre-exam checklist
Boarding form
What needs to be in a job description
Tips to find new employees
Discriminatory subjects list
Observational interview release form
Observational interview objectives
Hierarchy chart
The VMC Inc. employee incentive program
Considerations for the three-step disciplinary process
Written warning
Federal employment laws
according to the number of employees
The “perfect” personnel file
Sample situation: Handling HR issues consistently
7 steps to an effective HR policy
Hierarchy chart with practice manager
Hierarchy chart with hospital administrator
Sample offer letter
Division of management duties
within a veterinary hospital
Sample travel form
Sample in-hospital tracking form
Surgical usage sheet
Inventory control tag
Sample collection letters
Sample flexible payment plan
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20
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The Art of Veterinary Practice Management
Support Materials List
Note: You can download copies of supporting materials at
dvm360.com/artofmanagement.
Additional exam room report cards
Avian
Equine
Job descriptions
practice manager
receptionist
exam-room assistant
kennel assistant
social media coordinator
veterinary technician
associate veterinarian
Phase training programs
practice manager
receptionist
exam-room assistant
kennel assistant
social media coordinator
veterinary technician
associate veterinarian
Evaluation programs
practice manager
receptionist
exam-room assistant
kennel assistant
social media coordinator
veterinary technician
associate veterinarian
Employment contract
Sample compensation statement
Employee policies and procedures manual
Index
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274
288
299
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335
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357
361
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387
393
457
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Practice Name Address City, State Zip 123-­‐456-­‐7890 COMPREHENSIVE AVIAN REPORT CARD BIRD’S NAME OWNER’S NAME DATE OF EXAMINATION PATIENT ID SPECIES SEX -­‐Years -­‐Months AGE Tattoo/Band/Microchip No. Origin of Bird:  Wild-­‐caught  Hand-­‐Fed  Unknown  Captive-­‐Bred (Breeder name: ____________________________________ ) Medical History Diet 2.
 Appears Normal  Abnormal Notes  See Well Care Plan for Recommendations Heart -­‐ Circulation  Appears Normal  Abnormal Notes  See Well Care Plan for Recommendations 3.
Eyes and Ears  Appears Normal  Abnormal Notes  See Well Care Plan for Recommendations 4.
Lungs -­‐ Respiratory  Appears Normal  Abnormal Notes  See Well Care Plan for Recommendations 5.
Beak and Nostrils  Appears Normal  Abnormal Notes  See Well Care Plan for Recommendations 6.
Vent/Cloaca  Appears Normal  Abnormal Notes  See Well Care Plan for Recommendations 7.
Mouth, Pharynx/Choana  Appears Normal  Abnormal Notes  See Well Care Plan for Recommendations 8.
Urinary, Reproductive and Hormonal  Appears Normal  Abnormal Notes  See Well Care Plan for Recommendations 9.
Feet and Nails  Appears Normal  Abnormal Notes  See Well Care Plan for Recommendations 10. Nervous System and Behavior  Appears Normal  Abnormal Notes  See Well Care Plan for Recommendations 11. Musculoskeletal  Appears Normal  Abnormal Notes  See Well Care Plan for Recommendations 12. Weight ______________ grams | lbs.  Normal Range  Underweight by ___________  Overweight by __________  Other ___ ___________  See Well Care Plan for Recommendations 13. Digestive  Appears Normal  Abnormal Notes Fecal Test  Recommended  Yes  No 14. Diet and Nutrition  Excellent  Good  Poor Notes  See Well Care Plan for Recommendations 15. Other Tests 1.
General Appearance -­‐ Skin and Feathers Results  See Well Care Plan for Recommendations Well Care Plan Recommendations Needs by (date) 1.
________________________________________________________________________________________ -­‐-­‐ _________________ 2.
________________________________________________________________________________________ -­‐-­‐ _________________ 3.
________________________________________________________________________________________ -­‐-­‐ _________________ 4.
________________________________________________________________________________________ -­‐-­‐ _________________ Next Appointment Date: ______________________ 222
Dr. _________________________________________ The Art of Veterinary Practice Management
EQUINE REPORT CARD For: ___________________________________________ FIRST NAME LAST NAME _____/_____/_____ ___________ _________ DATE AGE  Up to Date  Vac. Due:  Vac. Given: Tetanus _____ EEE/WEE _____ Flu _____ Rhino _____ PHF _____ Strangles _____ Tetanus _____ EEE/WEE _____ Flu _____ Rhino _____ PHF _____ Strangles _____ Tetanus _____ EEE/WEE _____ Flu _____ Rhino _____ PHF _____ Strangles _____ HORSE Vaccination Program 1. Coat & Skin 



Appears normal Dull Scaly Dry 



oily Shedding Matted Tumors  Itchy  Parasites  Other _____________ ______________ 2. Eyes 



Appears normal Discharge: L___ R___ Inflamed: L___ R___ Eyelid Deformities  Infection: L___ R___  Cataract: L___ R___  Other _______________ _____________ ______________ 3. Ears 



Appears normal Inflamed Itchy Mites  Tumor: L___ R___  Excessive Hair  Other _____________ ______________ 4. Nose & Throat  Appears normal  Nasal Discharge  Inflamed Throat  Enlarged Lymph Glands  Other ________________ 5. Mouth, Teeth, Gums 




Appears normal Broken Teeth Sharp edges Ulcers Tumors 6. Legs & hooves 
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
Appears normal Lameness (LF, RF, LR, RR) Damaged Ligaments Thrush  Inflamed Lips  Loose Teeth  Pyorrhea Other ______________  Hoof Problems  Joint Problems  Other _______________  Diagnosis / Description  Lab results by mail / phone / consult  Injection given  Start medication at_____________  Give second dose medication on / / __________________________________________________ __________________________________________________ __________________________________________________ __________________________________________________ __________________________________________________ DR. ___________________________________________ 7. Heart Coggins Test  Fast  Other _____________ __________________  Appears normal  Murmur  Slow 8. Abdomen  Appears normal  Enlarged Organs  Fluid  Abnormal Mass  Tense/Painful  Other _______________ 9. Lungs 



Appear normal Abnormal sound Coughing Congestion  Negative  Positive  Recommended Fecal Test  Negative  Positive  Recommended  Breathing Difficulty  Rapid Respiration  Other _______________ _____________________ 10. Gastrointestinal System 


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Appears normal Palpation -­‐ OK Colic History Sounds: L ___ R ____  Abnormal Feces  Parasites  Anorexia________________ _____________________ 11. Urogenital System  Appears normal  Discharge  Abnormal testicles  Mammary tumors  Other _____________ ______________ 12. Central nervous System  Appears Normal  Seizures  Depression.  Behavior Problems ________________ 13. Diet  Excellent  Good  Vitamins needed  Improvement necessary Recommendations  Recommend Teeth Float  Recommend referral to a farrier  Recommend weight loss ___ weight gain ___ __________________________________________________ __________________________________________________ __________________________________________________ __________________________________________________ __________________________________________________ __________________________________________________ Need ___________________________ in _______ days Practice Name Street Address City, ST ZIP (555) 123-­‐4567 223
Support materials
– JOB DESCRIPTION –
VETERINARY PRACTICE MANAGER
INTRODUCTION
The purpose of this position is to provide a variety of analytical, evaluative, advisory, coordinating, supervisory and technical functions in support of the [Practice
Name]. Areas of responsibility encompass veterinary practice administration,
operational plans, training of staff, ordering and stocking supplies and equipment,
funds and resource management, data automation, staffing, safety and security,
and review/evaluation/analysis of the past performance of the practice.
PRIMARY JOB RESPONSIBILITIES
• T
he fundamental responsibility of the veterinary practice manager is to
effectively use all available resources to provide the best possible patient
care to animals treated/handled by the hospital, as well as to ensure the
profitability of the practice.
• Serves as financial manager. Responsible for developing budget estimates
and revisions utilizing knowledge of the functions and requirements of
hospital. Make recommendations to practitioners for distribution of funds
allocated for medical and non-medical equipment and supplies. Advise
practitioners on the formulation and development of corrective actions
necessary to improve the effectiveness and profitability of the practice.
• Consult with the hospital’s accountant. Obtain assistance and advice in
preparation and review of various analytical reports, unaudited financial
statements (profit and loss), departmental profit and loss statements and
tax returns. Draw on expertise in determinations on business projection
analysis and review, as well as investment assistance. Review statements
for trends, bring to the attention of veterinarians any apparent financial
problems, and recommend adjustments and corrections. As required,
draw on the accountant for assistance in the development of an appropriate accounting system or for advice on the need for updating the existing
system.
• Establish inventory control system. Assure adequate stocks of supplies are
available. Negotiate best prices for all products purchased.
• Manage supply activities. Supervise maintenance and proper storage of
supplies and equipment. Analyze and monitor the depletion rate of supplies and equipment and provide necessary guidance in the requisition
to replenish needed requirements. Responsible for the quality control of
supplies and equipment and ensure items are serviceable and readily
available for use.
• Rectify financial issues that arise between [practice name] and its clients.
Use a variety of methods in collection of delinquent accounts. Determine
when special financial agreements are appropriate; ensure that agreements made are properly followed.
• Plan and organize all veterinary administration and personnel activities.
Directly assist the practitioners in the management of assigned personnel. Select/promote/separate administrative and paraprofessional team
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•
•
•
•
•
•
•
•
members. Formulate job descriptions, set salaries, prepare payroll. Schedule team members in appropriate areas at all times. Establish in-service
training for team members. Plan and organize monthly management and
team meetings.
Oversee the preparation, maintenance and disposition of required veterinary records and other correspondence. Establish internal operating
procedures for administration of the practice to ensure accuracy and completeness of veterinary records and reports, format and compliance with
the accepted hospital practices.
Ensure compliance with regulatory agencies and laws. This includes but
is not limited to OSHA, DEA, EEOC, ADA, and the Department of Labor.
Develop and maintain procedures necessary to meet regulatory requirements.
Establish and maintain the publications and veterinary medical library to
support operation of the practice.
Initiate new programs. Market hospital services.
Arrange and/or provide for cleaning, security and health and safety and
maintenance of the practice.
Work well with all employees and ensure that your actions support the
hospital, the doctors, and the practice philosophy.
Work with attorneys to resolve routine legal issues. Work with other professional consultants and services as needed following the best industry
practices of the hospital.
Performs other duties as assigned.
CONTROLS OVER WORK
Works under the broad general administrative supervision of the practitioners. Exercises wide latitude and uses personal judgment in selecting methods,
establishing priorities and arriving at conclusions. Soundness of judgment and
compliance with accepted veterinary management practices is imperative. Review
of work is based on established and accepted veterinary management principles
through spot checks, review of records and correspondence, as well as through
demonstrated ability to resolve problems independently and handle unusual
situations relating to administration, training, logistics and management of the
hospital. Reports to practice owner.
SKILLS AND KNOWLEGE
• U
nderstanding of the critical balance between the administrative and
clinic functions in the veterinary health care delivery system and the ability to coordinate and control programs and resources to achieve a balance.
• Ability to apply the specialized principles and practices of veterinary practice management in directing the daily operation of this practice, thereby
allowing the practitioners the time necessary to carry out their profession.
• Knowledge of hospital procedures outlined in the employee manual as well
as those that are implied (reasonable expectations).
• Requires ability in problem-solving - decisions involving veterinary expertise will be reserved for the practitioners.
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• D
emonstrates initiative and self motivation to follow through on all responsibilities in a timely manner.
• Well-versed in business and accounting principles and knowledgeable
about veterinary medicine (working knowledge of P&L statements).
• Strong computer skills including MS Office (Word, Excel), email.
• Knowledge of principles and processes for providing client and personal
services. This includes client needs assessment, meeting quality standards
for services, and evaluation of client satisfaction.
• Strong communication, leadership and motivation skills. Ability to direct,
guide and assist a group of individuals including effectively solving problems dealing with staff conflict to personnel issues and performance.
• Ability to show unbiased judgment when managing people and make fair
and just recommendations in regards to personnel issues and/or disciplinary action.
• Knowledge of the structure and content of the English language including
the meaning and spelling of words, rules of composition, and grammar.
• Critical thinking - Understanding logic and reasoning to identify the
strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• 3 years of supervisory experience and college degree preferred. An equivalent combination of education and experience which provides proficiency
in the areas of responsibility listed above may be substituted for the above
education and experience requirements.
PHYSICAL EFFORT
The physical demands described here are representative of those that must be
met by an employee to successfully perform the primary functions of this job.
While performing the duties of this job, the employee is frequently required to
bend, stand, stoop, walk, sit, talk, and listen; may be required to walk or stand for
long periods of time; will use hands to manipulate, handle, or feel; will reach with
hands and arms. The employee must be able to occasionally lift and/or move up to
50 pounds.
WORK ENVIRONMENT
While performing the duties of this job, the employee is exposed to hazards associated with aggressive patients; hazards associated with infected animals and
controlled substances; exposure to unpleasant odors and noises; exposure to bites,
scratches and animal wastes; possible exposure to contagious diseases.
The Practice Manager may be required to work uncommon hours, subject to
recall in emergency situations, required to work additional hours beyond a regular
work schedule.
Follow federal and state animal health laws and regulations including OSHA
and DEA.
ESSENTIAL FUNCTIONS:
• A
bility to effectively use all available resources to provide the best patient
care as well as ensure the profitability of the practice.
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The Art of Veterinary Practice Management
• A
bility to communicate well, provide strong leadership and motivation to
direct, guide and assist a group of individuals including effectively solving
problems.
• Regular attendance and timeliness are essential.
• Ability to plan and organize all veterinary administration and personnel
activities
• Oversee the preparation, maintenance and disposition of required veterinary records and other correspondence.
• Establish inventory control system and manage supply activities.
• Serve as a financial manager in handling budgets, advising the practitioners, dealing with clients regarding financial issues.
• Market the practice as necessary to initiate new programs and educate
clients of services available.
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– JOB DESCRIPTION –
RECEPTIONIST
INTRODUCTION
The purpose of this position is to serve as receptionist at [Practice Name], to perform
record keeping duties, to perform clerical duties related to patient care and treatment,
and to provide miscellaneous support to the veterinary practice manager and health
care team. These service functions include, but are not limited to, reception (visitor and
telephone), maintenance of veterinary medical records, accounts maintenance, cash
processing, data entry, word processing and mail service. This position requires a practical knowledge of hospital organization and services, the basic rules and regulations
governing visitors and animal patient treatment, data transcribing, word processing, and
a practical knowledge of the standard procedures, veterinary records and terminology
used in the hospital.
PRIMARY JOB RESPONSIBILITIES
• P
rovide friendly, quality client care to the patients and clients of [Practice
Name].
• Receive incoming calls, screen those that are handled by other health care team
members and take care of routine calls. The routine calls include those seeking
information about veterinary services (“telephone shoppers”). Provide knowledgeable sub-professional advice concerning the care and treatment of animals.
• Follow established hospital policies and procedures in referring clients for immediate treatment of their pets when requests are accompanied by complaints
of acute symptoms. Determine nature of injury/illness and attempt to reassure
distressed pet owners. Determine whether immunizations and/or tests are
current. Recommend update of necessary immunizations and/or tests to clients
when applicable.
• Schedule appointments, obtaining all necessary data concerning the patient and
owner. Prepare all required forms in advance when possible.
• Prepare to receive appointments by retrieving client records, preparing needed
forms in advance of clients’ arrival. Complete required forms such as new client
form, patient visit form, client report, consent forms, estimates, payment agreements, etc and obtain all necessary information.
• Check clients in - Greet clients in a professional, friendly, hospitable manner.
• Discharge patients. Review charts of patients being discharged from the clinic
for completeness of information, make new appointments or note changes in patient status as necessary. Enter charges and set up future reminders in system.
Present clients with medications, instruction.
• Assure that all financial obligations are met by owners. Collect client fees, make
change, process credit card transactions and assist in making count of cash
drawer, run end of day transactions.
• Perform over-the-counter selling of specialty merchandise comprised of pet
grooming aids and sundry veterinary items. Exercise technical knowledge of
products sold and demonstrate salesmanship abilities. Explain and demonstrate
products, answer questions concerning products purchase/ use.
• Fill veterinary prescriptions with appropriate medication; provide routine
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The Art of Veterinary Practice Management
instructions to owners concerning prescriptions for medications.
• C
ollect lab specimens from pet owners, match patient record to the sample and
submit samples to veterinary technician or nurse.
• Assist in the updating of client files; prepare and mail thank you cards and
“welcome aboard” cards, reminders. Follow-up with clients when clinic records
indicate no recent visits.
• As required, enter data into the computer system, retrieve and modify computerized records. The practice management software includes, but is not limited
to, such areas as reminder list of patients for periodic notifications, receipt and/
or invoicing to update medical/financial records; accounting to include the general ledger, accounts payable, accounts receivable, billing and aging of accounts,
income distribution, inventory control, client records, pet records, medical
records, payroll; word processing to produce letters for general correspondence
and special mailings to clients, etc.
• Perform a variety of clerical duties, receiving, sorting, distributing mail, sending
out mailings, cleaning, organizing reception area, type memos, correspondence,
reports and other documents. Assist in the ordering, receiving, stocking and
distribution of supplies.
• Work well with all employees and ensure that your actions support the hospital,
the doctors, and the practice philosophy.
• Perform other duties as assigned.
CONTROLS OVER WORK
The receptionist works under the direct supervision of the receptionist team leader/office
manager and/or veterinary practice manager, who will indicate general assignments,
limitations and priorities. Recurring assignments are performed independently. Deviations or unfamiliar situations are referred to the supervisor. Completed work is reviewed
for technical accuracy and compliance with established procedures.
SKILLS AND KNOWLEDGE
• P
ossession of strong organizational skills.
• Excellent verbal and written communication skills. Possess exceptional interpersonal communication skills.
• Knowledge of hospital procedures and operating instructions for making appointments, assembling patient medical records, recording test results, relaying
information regarding patient’s condition, and compiling and submitting data on
patients treated.
• Knowledge of the spelling and meaning of commonly used terminology of veterinary medicine to accurately record results of tests and file veterinary medical
reports according to alpha, numeric or subject matter headings.
• Requires strong client service skills. Personal contacts are with pet owners
affected by a variety of problems, visitors and other healthcare team members.
Considerable tact and diplomacy is required. Must accurately relay owner’s
account of the medical complaint(s) of the pet(s) involved to the healthcare team
member who will be involved in treating the patient(s).
• Knowledge of the structure and content of the English language including the
meaning and spelling of words, rules of composition, and grammar.
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• A
bility to work independently on assigned tasks as well as to accept direction on
given assignments.
• Knowledge of computers and relevant software applications including MS Office
(Word).
PHYSICAL EFFORT
• T
he physical demands described here are representative of those that must be
met by an employee to successfully perform the primary functions of this job.
• Frequently position self and move about the reception area to file, use office machinery such as fax machines and computer, and assist clients with merchandise.
• Frequently transports inventory to stock shelves. Frequently handling 30
pounds and occasionally handling 50 pounds.
• Often transports patients to weigh on scales.
• Frequently required to communicate with clients, team members and associates.
Must be able to exchange accurate information.
WORK ENVIRONMENT
While performing the duties of this job, the employee is exposed to hazards associated
with aggressive patients; hazards associated with infected animals and controlled
substances; exposure to unpleasant odors and noises; exposure to bites, scratches and
animal wastes; possible exposure to contagious diseases.
Note: When duties and responsibilities change, job description will be reviewed and
subject to changes of business necessity.
ESSENTIAL FUNCTIONS:
• P
rofessionally administer all phone calls - answering client inquiries in a
prompt and friendly manner, scheduling appointments, recording messages.
• Requires strong communication and client service skills. Considerable tact and
diplomacy is required. Ability to greet clients in a professional, friendly, hospitable manner - check clients in, discharge patients.
• Collect client fees, post and record payments, make change, process credit card
transactions and run end of day transactions.
• Input data into computer software system.
• Open and close practice.
• Perform a variety of clerical duties, mailings, cleaning, organizing reception
area, type memos, correspondence, reports and other documents.
• Ability to multi-task.
• Regular attendance and timeliness are an essential function in order to fulfill
the requirements of this position.
• Perform general physical activities that require bending, standing, stooping,
moving from room to room, sit, talk, and listen; may be required to walk or stand
for long periods of time; will use hands to manipulate, handle, or feel; will reach
with hands and arms.
• The employee must be able to occasionally / frequently lift and/or move up to 50
pounds. [Select the appropriate terms depending on the size of the practice and
other team members available to assist with lifting]
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The Art of Veterinary Practice Management
– JOB DESCRIPTION –
EXAM ROOM ASSISTANT
INTRODUCTION
The Exam Room Assistant assists the veterinarians with patient care and treatment, monitors hospitalized pets, maintains inventory, prepares prescriptions,
performs routine in-house laboratory work, educates clients regarding veterinary
care and procedures, and assists with surgical procedures at [Practice Name].
The Exam Room Assistant operates under the supervision of the Technician Team
Leader and the practice manager.
PRIMARY JOB RESPONSIBILITIES
• C
ommunicate with clients regarding the medical status of their pet. Provide accurate information to clients concerning fees, hospital policies and
procedures, etc.
• Instruct clients as to what they should do prior to bringing their pets in
for procedures, how to care for their pets after discharge from the hospital,
how to administer medications, etc.
• Educate clients regarding preventive medicine and vaccination requirements. Recommend laboratory procedures, such as pre-anesthetic profiles,
geriatric screening, fecals, urinalysis, heartworm checks, FeLV testing, etc.
Give clients handouts and educational materials to take home to further
their understanding of veterinary issues.
• Demonstrate warmth, courtesy and professionalism in all interactions
with clients. Exercise compassion and care in all interactions with patients.
• Restrain animals in a safe, efficient and compassionate manner during
examinations and procedures. Know how to properly handle difficult or
contentious animals.
• Follow established procedures in order to assist veterinarians with
examinations and facilitate the flow of clients and patients through the
out-patient clinic. Consult with veterinarians on a daily basis to plan each
day’s activities. Keep doctors apprised of potential problems, discussions
with clients, etc.
• Review medical records and notes made by the admitting receptionist in
order to discern the nature of the visit and any tests or procedures that
may be needed.
• Greet clients and escort them and their pets into an exam room. Place the
patient on the exam table and prepare for the doctor to enter the room.
Obtain basic information (weight, temperature, etc) on the pet.
• Discuss with the client the reason for the visit (chief complaint), any
symptoms or problems being experienced, and any procedures that may
need to be done (i.e. vaccinations, fecal or heartworm tests, etc). Utilize a
pre-exam checklist, lifestyle surgery and any other applicable client educational pieces to ensure that all medical needs are covered.
• Obtain any laboratory samples that may be needed from the pet or make
sure that laboratory work is performed by another team member while
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•
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•
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•
•
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•
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the patient is still in the exam room. Utilize a fecal loop when necessary.
Anticipate and prepare any medications or vaccines the doctor will need to
treat the patient.
Notify the veterinarian when patients in the exam room are ready to be
seen. Advise the veterinarian of the information already known such as
the nature of the visit, preventive procedures due, tests that are to be
run, etc. Assist the veterinarian within the exam room by restraining the
animal, preparing forms, obtaining instruments, etc. Remain in the exam
room until excused by the doctor.
Ensure all procedures rendered during the visit are documented for proper
billing. Ensure that all vaccinations, procedures, notes, etc have been documented in the medical record.
Escort the client and patient to the front desk and give the medical record
and patient visit form to the receptionist for client receipting. Prepare the
exam room for the next visit.
Prepare specimens for outside laboratory. Obtain results from the laboratory over the phone or fax.
Monitor laboratory supplies and order additional laboratory supplies as
needed.
Take, develop and maintain radiographs following proper safety procedures.
Perform routine suture removals, nail trims, and weight checks. Apply
bandages and splints under the direction of the attending veterinarian.
Give injections, as directed by veterinarian - intravenous, intramuscular
and subcutaneous.
Promote the practice’s products, programs and services. Utilize passive
marketing. Make suggestions to clients about products appropriate for
their pet’s condition.
Accurately dispense prescription medications as directed by veterinarian.
Prepare prescription labels and appropriately package medications. Ensure that medications are added to the patient’s record and appropriately
charged to the client.
Follow DEA and OSHA guidelines. Document controlled drug logs anytime a controlled drug is used. Follow appropriate safety and handling of
hazardous materials. Follow established hospital safety guidelines regarding radiographs, controlled drugs, animal handling, etc.
Clean and straighten exam rooms, treatment and lab areas. Restock exam
rooms with supplies as needed. Assist other team members to keep the
public areas of the practice clean and well maintained. Clean and maintain all medical equipment as required.
Demonstrate initiative and teamwork in everyday duties, assisting other
team members within the practice.
Organize work area and exercise time management skills to maximize
personal efficiency within the practice. Prioritize tasks and handle multiple tasks in a calm, organized manner.
Work well with all team members and ensure that your actions support
the hospital, the doctors, and the practice philosophy.
Perform other duties as assigned.
The Art of Veterinary Practice Management
CONTROLS OVER WORK
The practitioners provide continuing or individual assignments indicating generally what is to be done, limitations, quality and quantity expected, deadlines and
priority of assignments. The practitioners provide additional, specific instructions
for new, difficult or unusual assignments in animal health care, including suggested work methods or advice on source materials available.
The Exam Room Assistant uses initiative in carrying out recurring assignments
independently without specific instructions, but refers deviations, problems, and
unfamiliar situations not covered by instructions to the practitioner for decision or
help. The practitioners assure that finished work and methods used are technically accurate and in compliance with instructions or established procedures. Review
of the work increases with more difficult assignments, if the exam room assistant
has not previously performed similar assignments. Administrative supervision
may be provided by the Technician Team Leader.
SKILLS AND KNOWLEDGE
• K
nowledge of the procedures used for receiving, treating, and scheduling
patients, for ordering medical supplies, and requesting laboratory tests.
• Knowledge of proper methods of animal restraint.
• Apply knowledge and skills in controlling/handling individual animal
temperament
• Knowledge of the use, care, and storage of veterinary instruments, materials, and equipment.
• Knowledge of sterilization techniques to sterilize various instruments and
materials.
• Knowledge of the instruments, materials, and standardized procedures
used in the full variety of treatments to make preparations and provide
“tableside” assistance.
• Knowledge of principles and processes for providing client and personal
services. This includes client needs assessment, meeting quality standards
for services, and evaluation of client satisfaction.
• Knowledge of the structure and content of the English language including
the meaning and spelling of words, rules of composition, and grammar.
• Ability to work independently on assigned tasks as well as to accept direction on given assignments. Understand and carry out oral and written
direction.
PHYSICAL EFFORT
The physical demands described here are representative of those that must be met
by an employee to successfully perform the primary functions of this job.
• Frequently required to bend, stand, stoop, walk, sit, talk, and listen, frequently working in a bent position.
• Frequently use hands to manipulate, handle, or feel; will reach with hands
and arms.
• Use strength or agility in capturing and restraining stronger, more active
animals.
• Frequently lift and/or move up to 50 pounds.
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• O
ccasionally handle dogs weighing up to and over 150 lbs. Assistance will
be provided by animal handlers when working with larger animals.
WORK ENVIRONMENT
While performing the duties of this job, the employee is exposed to hazards associated with aggressive patients; hazards associated with infected animals and
controlled substances; exposure to unpleasant odors and noises; exposure to bites,
scratches and animal wastes; possible exposure to contagious diseases.
Follow federal and state animal health laws and regulations including OSHA and
DEA.
ESSENTIAL FUNCTIONS:
• R
eceive, handle and treat patients with skill, compassion and care.
• Accurately perform laboratory tests.
• Ability to observe animal appearance and activity for general physical
condition, obvious signs of illness, disease and discontent.
• Regular attendance and timeliness are an essential function in order to
fulfill the requirements of this position.
• Strong communication and client service skills. Considerable tact and
diplomacy is required. Ability to work with clients and patients in a professional, friendly, hospitable manner.
• Work well with all team members and ensure that your actions support
the hospital, the doctors, and the medicine that we practice.
• Perform general physical activities that require bending, standing, stooping, moving from room to room, sit, talk, and listen; may be required to
walk or stand for long periods of time; will use hands to manipulate, handle, or feel; will reach with hands and arms.
• Frequently lift, carry dogs weighing 50 lbs. Walk and handle dogs weighing up to 150 lbs.
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– JOB DESCRIPTION –
KENNEL ASSISTANT
INTRODUCTION
The Kennel Assistant provides care and the basic needs of animals that are being
groomed, boarded or that are patients of [Practice Name] including cleaning of cages,
runs and ward areas, laundry, walking, and proper feeding, medicating and care of
all hospitalized patients. The kennel assistant operates under the supervision of the
Kennel Manager and Practice Manager.
PRIMARY JOB RESPONSIBILITIES:
• O
bserve animal appearance and activity for general physical condition, obvious signs of illness, disease and discontent.
• Handle animals as required and restrain animals.
• Walk hospitalized and boarded dogs several times a day to provide exercise
and time for elimination of bowels and bladder.
• Bathe, groom and provide Tender Loving Care to boarded and hospitalized
animals.
• Provide care for animals housed/visiting the Hospital. Report signs of illness,
disease, injury or unusual activity to animal health technicians/veterinarians.
• Apply knowledge of normal food and liquid requirements of animals. As
required, provide special food and liquids.
• Discharge and admit animals at the request of receptionists, practitioners
and animal health technicians. Assure animals being discharged have been
checked by animal health technician and/or practitioner. Ensure that animals
are clean and fresh smelling prior to discharge.
• Under the supervision of veterinarians or technicians assist with the administration of medications, post operative care or preparation of samples for
laboratory examination, collect specimens, clean instruments, fill prescriptions as authorized.
• Ensure that cages and animals are properly numbered and identified and
that personal property (toys, treats, blankets, leashes) are stored in the
proper area and identified.
• Clean, disinfect and maintain kennels, cages, runs and stalls as often as is
necessary to ensure no cages or kennels are soiled and odors are not apparent. Perform general cleaning in other areas of the hospital to control the
spread of disease. Wash and sterilize water and food bowls.
• Launder and dry towels and blankets.
• Patrol hospital grounds daily, picking up any trash and stool material.
Empty trash.
• Groom animals utilizing techniques that vary depending on type of hair, coat,
breed and owner instructions. Bathe and dry animals. As required, perform
pedicures.
• Record information such as feeding schedules, appearance, behavior of animals that are boarded, groomed or hospitalized.Exhibit a technical knowledge
of products and medications sold, including dietary products. Demonstrate
the ability to explain and educate clients on products and answer their
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questions regarding product purchase/use. Work well with all employees and
ensure that your actions support the hospital, the doctors and the practice
philosophy.
• Perform other duties as assigned.
CONTROLS OVER WORK
The Kennel Assistant works under the direct supervision of the Veterinary Practice
Manager and the Kennel Manager who will indicate general assignments, limitations
and priorities. Practitioners/animal health technicians provide specific instructions
in giving medications, feeding specific diets or following special sanitary procedures.
Recurring assignments are performed independently. Deviations or unfamiliar situations are referred to the supervisor.
SKILLS AND KNOWLEDGE
• A
pply knowledge and skills in controlling/handling individual animal temperament.
• Ability to gain animal confidence when restraining them for transport,
grooming and/or treatment.
• Knowledge of proper methods of animal restraint
• Knowledge of grooming practices for wide range of small animals.
• Ability to use cleaning materials and equipment with skill and efficiency.
• Ability to perform moderately heavy physical labor.
• Knowledge of principles and processes for providing client and personal
services. This includes client needs assessment, meeting quality standards for
services, and evaluation of client satisfaction.
• Knowledge of the structure and content of the English language including the
meaning and spelling of words, rules of composition, and grammar.
• Ability to work independently on assigned tasks as well as to accept direction
on given assignments. Understand and carry out oral and written direction.
PHYSICAL EFFORT
The physical demands described here are representative of those that must be met by
an employee to successfully perform the primary functions of this job.
• Frequently required to bend, stand, stoop, walk, sit, communicate, and listen,
frequently working in a bent position.
• Frequently use hands to manipulate, handle, or feel; will reach with hands
and arms.
• Use strength or agility in capturing and restraining stronger, more active
animals.
• Frequently lift and/or move up to 50 pounds.
• Occasionally handle dogs weighing up to and over 150 lbs. Assistance will be
provided by animal handlers when working with larger animals.
WORK ENVIRONMENT
While performing the duties of this job, the employee is exposed to hazards associated
with aggressive patients; hazards associated with infected animals and controlled
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substances; exposure to unpleasant odors and noises; exposure to bites, scratches and
animal wastes; possible exposure to contagious diseases.
Work is normally performed inside; some outside work is required.
Follow federal and state animal health laws and regulations including OSHA and DEA.
ESSENTIAL FUNCTIONS:
• A
bility handle and to restrain animals using appropriate procedures.
• Ability to walk animals.
• Ability to clean and maintain kennels, cages, runs and stalls. Perform general
cleaning in treatment, reception and surgery rooms to control the spread of
disease. Wash and sterilize water and food bowls.
• Ability to observe animal appearance and activity for general physical condition, obvious signs of illness, disease and discontent.
• Regular attendance and timeliness are an essential function in order to fulfill
the requirements of this position.
• Strong communication and client service skills. Considerable tact and diplomacy is required. Ability to work with clients and patients in a professional,
friendly, hospitable manner.
• Work well with all employees and ensure that your actions support the hospital, the doctors, and the medicine that we practice.
• Perform general physical activities that require bending, standing, stooping,
moving from room to room, sit, talk, and listen; may be required to walk or
stand for long periods of time; will use hands to manipulate, handle, or feel;
will reach with hands and arms.
• Frequently lift, carry dogs weighing 50 lbs. Walk and handle dogs weighing
up to 150 lbs.
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– JOB DESCRIPTION –
SOCIAL MEDIA COORDINATOR
INTRODUCTION
The Social Media Coordinator directs, plans, and coordinates a variety of social
media functions that are related to communication between [Practice Name], the
healthcare team, our clients and the community in which we live. These functions include, but are not limited to development and setup of social media sites,
research of topics to communicate, content creator, educator and brand steward
and follow up to any community interaction at the social media sites. The Social
Media Coordinator reports directly to the Practice Manager.
PRIMARY JOB RESPONSIBILITIES
• C
reate a comprehensive social media strategy to define programs that use
social media marketing techniques to increase visibility in the community.
• Monitor trends in social media tools, trends and applications and appropriately apply that knowledge to increasing the use of social media at
[Practice Name].
• Educate team members regarding hospital policies on social media communication.
• Strategize with and educate the management team and other healthcare
team members on incorporating relevant social media techniques into the
corporate culture.
• O rganize the team to work together to provide a consistent standard of
communication and frequency of communication using the social media.
• Manage and integrate social content (Blogs, Twitter, Youtube, Facebook, etc).
• Bridge builder between our practice and the community in which we live.
• L isten to and engage with the online community and act on the practice’s
behalf.
• R elationship builder, message deliverer, content creator, educator and
brand steward.
• Participate in conversations; even if they are critical or accusatory.
• P roduce blog updates, online posts, newsletters to promote the practice to
the community, featuring new content on an agreed upon schedule.
• Use judgment as to when it is necessary to include management in on-line
interactions or deleting inappropriate interactions.
• F inds ways to increase the client and community experience to make it
more pleasurable and makes sure we are exceeding our clients’ expectations.
• Work well with all team members and ensure that your actions support the
hospital, the doctors, and the practice philosophy.
• Perform other duties as assigned.
CONTROLS OVER WORK
Works under the direct supervision of the veterinary practice manager. Social
Media Coordinator will recognize non-routine or unusual situations and refer
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them to the veterinary practice manager with recommended solution(s). Work is
reviewed in terms of adequacy of services provided.
SKILLS AND KNOWLEDGE
• E
xhibit a technical knowledge of the internet and use of social media sites
for marketing and educating clients.
• K nowledge of hospital procedures outlined in the employee manual as well
as those that are implied (reasonable expectations).
• K nowledge of spelling and the meaning of commonly used veterinary
terminology in order to accurately enter specific information onto patient
records.
• K nowledge of the structure and content of the English language including
the meaning and spelling of words, rules of composition, and grammar.
• R equires strong client service skills. Considerable tact and diplomacy is
required.
• Strong leadership and communication skills.
• Experience in social media tools and techniques.
• Experience in marketing.
• Excellent written and verbal communication skills are required.
• Strong online research skills.
• Strong knowledge of computer system, Microsoft Office, communication
tools, Internet Security.
• A bility to work independently on assigned tasks as well as to accept direction on given assignments. Understand and carry out oral and written
direction.
PHYSICAL EFFORT
The physical demands described here are representative of those that must
be met by an employee to successfully perform the primary functions of this
job.
• Ability to transfer data to a computer
WORK ENVIRONMENT
While performing the duties of this job, the employee is exposed to hazards
associated with aggressive patients; hazards associated with infected animals
and controlled substances; exposure to unpleasant odors and noises; exposure
to bites, scratches and animal wastes; possible exposure to contagious diseases.
Follow federal and state animal health laws and regulations including OSHA
and DEA.
ESSENTIAL FUNCTIONS:
• T
echnical knowledge of the internet and use of social media sites for marketing and educating clients.
• A bility to produce blog updates, online posts and newsletters to promote
the practice to the community, featuring new content on an agreed upon
schedule.
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• S
trong communication and client service skills. Considerable tact and
diplomacy is required. Ability to work with clients and the community in a
professional, friendly, hospitable manner.
• A bility to courteously and professionally answer incoming communication
utilizing proper computer etiquette and respond timely and appropriately
to comments and questions posed on the social media sites.
• G ood judgment and critical thinking when communicating information are
essential functions of this position.
• A bility to transfer data to a computer.
• Utilize the computer system to accurately enter information and maintain
the social media sites.
• K nowledge of the structure and content of the English language including
the meaning and spelling of words, rules of composition, and grammar.
• R egular attendance and timeliness are an essential function in order to
fulfill the requirements of this position.
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– JOB DESCRIPTION –
VETERINARY TECHNICIAN
INTRODUCTION
The Veterinary Technician assists the doctors to the fullest possible extent, to help
improve the quality of care given to the patients, and to aid the doctors in achieving
greater efficiency by relieving them of technical work at [Practice Name].
The Veterinary Technician assists in multiple procedures providing care for animals including physical examinations, dental procedures, surgeries, immunizations,
euthanasia as well as client education, marketing and inventory maintenance. This
position requires a working knowledge of pharmaceutical drugs, common diseases;
their symptoms, means of transmission, treatment and prevention, and other basic
preventative health care recommendations. This is an overview of the position and
the job responsibilities listed do not encompass the entire position. The Veterinary
Technician is under the direct guidance and supervision of the Veterinary Technician
Team Leader and veterinarians
PRIMARY JOB RESPONSIBILITIES
• Obtain and record patient histories.
• Collect specimens and perform routine laboratory procedures and tests in
hematology, biochemistry, chemistry, microbiology, urinalysis, and serology
to assist in the diagnosis and treatment of animal health problems.
• Dispense and administer medications, vaccines, serums and treatments as
prescribed by veterinarians.
• Administer fluids and blood products as prescribed by the veterinarian.
• Administer and monitor anesthesia under the direction of a veterinarian.
• Provide specialized nursing care for injured or ill animals.
• Prepare patients, instruments and equipment for surgery.
• Assure that monitoring and support equipment such as anesthetic machines, cardiac monitors, scopes and breathing apparatus are in good working condition.
• Assist in diagnostic, medical and surgical procedures using a range of hightech diagnostic equipment including electrocardiographic, radiographic and
ultrasonographic equipment.
• Take and process radiographs.
• Communicate with and educate owners.
• Maintain knowledge of preventative healthcare recommendations in order
to answer client questions, provide education on vaccines, flea and heartworm products, and assist in marketing veterinary services from which
their pet would benefit, such as a dental cleaning, senior wellness, spay and
neuter and boarding.
• Educate clients on products and medications sold including dietary products
and answer questions regarding product purchase/use.
• Maintain inventory of pharmaceuticals, equipment and supplies.
• Clean, maintain and sterilize instruments, equipment, and materials.
• Knowledgeable regarding related federal and state animal health laws and
regulations including OSHA and DEA. Ensure that the hospital and its
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employees are in compliance with regulations. Inform the veterinary hospital administrator of any regulatory issues.
• Work well with all team members and ensure that your actions support the
hospital, the doctors, and the practice philosophy.
• Perform other duties as assigned.
CONTROLS OVER WORK
The Veterinary Technician works under the direct supervision of the Veterinary Technician Team Leader who will indicate general assignments, limitations and priorities. Recurring assignments are performed independently. Deviations or unfamiliar
situations are referred to the supervisor. Completed work is reviewed for technical
accuracy and compliance with established procedures.
SKILLS AND KNOWLEDGE
• K
nowledge of the procedures used for receiving, treating, and scheduling
patients, for ordering medical supplies, and requesting laboratory tests.
• Knowledge of the use, care, and storage of veterinary instruments, materials, and equipment.
• Knowledge of sterilization techniques to sterilize various instruments and
materials.
• Knowledge of the instruments, materials, and standardized procedures used
in the full variety of treatments to make preparations and provide “tableside” assistance.
• Knowledge of principles and processes for providing client and personal
services. This includes client needs assessment, meeting quality standards
for services, and evaluation of client satisfaction.
• Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and
grammar.
• Ability to work independently on assigned tasks as well as to accept direction on given assignments.
• Critical thinking - Understanding logic and reasoning to identify the
strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
PHYSICAL EFFORT
The physical demands described here are representative of those that must be met by
an employee to successfully perform the primary functions of this job.
• Frequently required to bend, stand, stoop, walk, sit, talk, and listen, frequently working in a bent position.
• Frequently use hands to manipulate, handle, or feel; will reach with hands
and arms.
• Use strength or agility in capturing and restraining stronger, more active
animals.
• Frequently lift and/or move up to 50 pounds.
Occasionally handle dogs weighing up to and over 150 lbs. Assistance will be provided
by animal handlers when working with larger animals.
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WORK ENVIRONMENT
While performing the duties of this job, the employee is exposed to hazards associated
with aggressive patients; hazards associated with infected animals and controlled
substances; exposure to unpleasant odors and noises; exposure to bites, scratches and
animal wastes; possible exposure to contagious diseases.
Follow federal and state animal health laws and regulations including OSHA and
DEA.
ESSENTIAL FUNCTIONS:
• Receive, handle and treat patients with skill, compassion and care including: monitoring during anesthesia, administering fluids, assisting in diagnosing, surgery and
general and specialized nursing care.
• Accurately perform laboratory tests.
• Accurately dispense and administer medications and vaccines.
• Input data into computer software system.
• Ability to observe animal appearance and activity for general physical condition,
obvious signs of illness, disease and discontent.
• Regular attendance and timeliness are an essential function in order to fulfill the
requirements of this position.
• Strong communication and client service skills. Considerable tact and diplomacy
is required. Ability to work with clients and patients in a professional, friendly,
hospitable manner.
• Work well with all team members and ensure that your actions support the hospital, the doctors, and the practice philosophy.
• Perform general physical activities that require bending, standing, stooping, moving from room to room, sit, talk, and listen; may be required to walk or stand for
long periods of time; will use hands to manipulate, handle, or feel; will reach with
hands and arms.
• Frequently lift, carry and handle dogs weighing 50 lbs.
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– JOB DESCRIPTION –
ASSOCIATE VETERINARIAN
INTRODUCTION
The purpose of this position is to maintain animal health by diagnosing and treating
diseases and injuries. The Associate Veterinarian works under the direct guidance
and supervision of the owner doctor(s) and medical director of [Practice Name]. The
Associate Veterinarian is to make every effort to help improve the quality of care
given to the patients of [Practice Name].
PRIMARY JOB RESPONSIBILITES
• E
xamine animals to detect and determine the nature of diseases or injuries.
• Treat sick or injured animals by prescribing medication, setting bones,
dressing wounds,performing surgery, or other therapies.
• Inoculate animals against various diseases.
• Collect body tissue, feces, blood, urine, or other body fluids for examination
and analysis.
• Perform laboratory procedures and diagnostic tests, including parasitology,
hematology and urinalysis.
• Operate diagnostic equipment, such as radiographic and ultrasound equipment, and interpret the resulting images.
• Administer anesthetics, perform surgery, and monitor patients during surgery and recovery with the assistance of the technical team.
• Follow discharge guidelines for hospitalized and post surgery patients and
treatment plan guidelines for clients to ensure proper patient treatment in
the home environment including client follow up post hospitalization.
• Answer client questions and provide education on various aspects of animal
care and treatment. Advise animal owners regarding sanitary measures,
feeding, and general care necessary to promote health of their pets.
• Educate the public about diseases that can be spread from animals to
humans.
• Call back/follow-up with clients; recommend medical progress visits when
appropriate.
• Humanely euthanize animals when it has been mutually agreed upon by
the patient’s owner.
• Document actions by completing forms, reports, logs and patient records.
• Train and supervise team members who handle and care for animals; as
needed.
• Deal with clients and employees in a manner that shows sensitivity, tact
and professionalism.
• Provide guidance and leadership to the healthcare team that will positively
influence the level of care and service provided to the clients and patients of
[Practice Name].
• Participate in business development as instructed by management and/or
ownership.
• Attend monthly team meetings and other pertinent in-house training.
• Perform other duties assigned.
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SKILLS AND KNOWLEDGE
• T
o perform this job successfully, an individual must be able to perform each
primary duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Valid and in good standing licensed veterinarian within the state of ______.
• Privilege and DEA licenses.
• Knowledge of principles, theories and practices of veterinary medicine
and science. Knowledge of the procedures used for receiving, treating, and
scheduling patients, for ordering medical supplies, and requesting laboratory tests.
• Ability to read and interpret documents, including federal and state regulations, operating and maintenance instructions, and procedure manuals,
medical texts.
• Ability to write reports and correspondences.
• Knowledge of the use, care, and storage of veterinary instruments, materials, and equipment including sterilization techniques for various instruments and materials.
• Biology – Knowledge of plant and animal organisms, their tissues, cells,
functions, interdependencies, and interactions with each other and the
environment.
• Medicine and Dentistry — Knowledge of the information and techniques
needed to diagnose and treat injuries, diseases, and deformities. This includes symptoms, treatment alternatives, drug properties and interactions,
and preventive health-care measures.
• Client and Personal Service — Knowledge of principles and processes for
providing client and personal services. This includes client needs assessment, meeting quality standards for services, and evaluation of client
satisfaction.
• Mathematics — Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
• Chemistry — Knowledge of the chemical composition, structure, and
properties of substances and of the chemical processes and transformations
that they undergo. This includes uses of chemicals and their interactions,
danger signs, production techniques, and disposal methods.
• Sales and Marketing — Knowledge of principles and methods for showing,
promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control
systems.
• Must have active listening, critical thinking, complex problem solving, time
management, judgment and decision making skills.
• Verbal communication — Talk to others to convey information effectively.
• Strong computer skills in order to obtain and enter client information, order
laboratory and diagnostic tests, and receive and send messages.
• Commitment to practicing the highest standard of medicine, upholding the
veterinary code of ethics.
• Commitment to the mission of [Practice Name].Knowledge of the structure
and content of the English language including the meaning and spelling of
words, rules of composition, and grammar.
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CONTROLS OVER WORK
The associate veterinarian provides continuing or individual assignments to the
healthcare team indicating generally what is to be done, limitations, quality and
quantity expected in accordance with the hospital policies and procedures. The associate veterinarian uses initiative in carrying out recurring assignments independently without specific instructions, but refers deviations, problems, and unfamiliar
situations not covered by instructions to the owner-doctor(s) or medical director for
decision or help. Administrative supervision may be provided by the Office or Practice
Manager.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by
an employee to successfully perform the primary functions of this job.
• Frequently required to bend, stand, stoop, walk, sit, talk, and listen; frequently working in a bent position.
• Frequently use hands to manipulate, handle, or feel; will reach with hands
and arms.
• Use strength or agility in capturing and restraining stronger, more active
animals.
• Frequently lift and/or move up to 50 pounds.
Occasionally handle dogs weighing up to and over 150 lbs. Assistance will be provided
by animal handlers when working with larger animals.
WORKING CONDITIONS
While performing the duties of this job, the employee is exposed to hazards associated
with aggressive patients; hazards associated with infected animals and controlled
substances; exposure to unpleasant odors and noises; exposure to bites, scratches and
animal wastes; possible exposure to contagious diseases.
Follow federal and state animal health laws and regulations including OSHA and
DEA.
ESSENTIAL FUNCTIONS:
• Possess a broad base of knowledge and skills requisite for the practice of veterinary
medicine in order to treat sick or injured animals by prescribing medication, setting bones, dressing wounds, or performing surgery.
• Ability to function in a variety of clinical situations and to render a wide spectrum
of patient care.
• Scientific knowledge accompanied by basic intellectual attitudes, ethical professional attitudes and behaviors and moral principles that are essential for a responsible veterinarian to possess.
• Ability to speak with clients and to hear and observe patients in order to elicit information, describe changes in mood, activity and posture, and perceive nonverbal
communications.
• Ability to communicate effectively, efficiently and sensitively with patients, owners,
peers and team members showing compassion, integrity and concern for others.
Communication includes speech, reading and writing.
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• Sufficient motor function to elicit information from patients by palpation, auscultation, percussion and other diagnostic maneuvers. The associate should be able
to execute motor activities reasonably required to provide general care and safe
restraint, to perform diagnostic procedures and to provide emergency treatment to
patients.
• Complex problem solving abilities which include the skill to perform these in a
timely manner.
• The ability to incorporate new information from peers, and medical literature in
formulating diagnoses and plans.
• Good judgment in patient assessment, diagnostic and therapeutic planning; associate must be able to identify and communicate this knowledge to others when
appropriate.
• The associate must possess the mental and emotional health required for full utilization of his or her intellectual abilities, the exercise of good judgment, the prompt
completion of all responsibilities and responsibilities attendant to the diagnosis
and care of patients, and the development of mature, sensitive and effective relationships with clients and the health care team.
• Regular attendance and timeliness are an essential function in order to fulfill the
requirements of this position.
• Ability to multi-task.
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PRACTICE MANAGER
PHASED TRAINING PROGRAM
A Note to the New Practice Manager:
• W
e want to extend you a warm welcome to our hospital as a valued
member of our Health Care Team. As a Practice Manager, you will help
to ensure that our hospital runs smoothly, our clients’ needs are met, the
healthcare team is adequately staffed and trained and, most importantly,
that our patients receive the very best medical care we can offer. Our
health care team members are the direct representatives of our hospital to
clients and the public and managing these individuals will comprise 40 to
60% of your major duties.
• We have developed this training program to ensure that you receive the
knowledge and training you need to make a successful transition into your
new position. Throughout this training program, we have identified key
skill areas that will be critical to your success as a practice manager and
team member. These skill areas are described in the Practice Manager Job
Description and are as follows:
• Team Building Skills
• Fee Capture and Tracking
• Veterinary Knowledge
• Scheduling
• Inventory Management
• Marketing services
• Marketing/Client Education
• Computer Knowledge
• Team Training
• Meeting management
• Organization/Time Management
• End of Day procedures
• Client Communication
• Physical Plant Maintenance
• Human Resources
• Attitude/Teamwork
• H
ow well you perform in the key skill areas shown above will be reviewed
later when we conduct your three month and annual performance evaluations. Therefore, it is important that you understand what is expected
of you in these areas and that you are an active participant in your own
training. If there is something you do not understand or if you feel you are
not being adequately trained in an area, discuss this with your trainer or
with management.
• Again, welcome to our hospital. We look forward to working together with
you in the months and years to come.
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Practice Owner
Show employee parking area.
Provide employee with personal storage space. Discuss protection of
personal property at work
Orientation - Provide a detailed hospital tour which points out
emergency exits, eye wash station, employee restrooms and employee
break room.
Tour - Identify the exam rooms, kennel, surgery/treatment area,
pharmacy, radiology, etc. and what each area is used for.
Introduce employee to doctors and other healthcare team members.
Identify trainee’s immediate supervisor.
Hospital Orientation and Tour
Introductions
Description
Personal Storage
Trainer
Parking
Skill/
Knowledge
Phase I Duration: One Day
Phase I: Welcome to Our Practice!
Date / Training
Completed
Trainer’s
Initials
Purpose: The purpose of this program is to introduce the Practice Manager to the practice and bring them into the hospital’s philosophy of care and service. Through this program, the new Practice Manager will become familiar with the day-to-day operations,
management, and standards of care within our hospital
Although a probable duration is stated for each phase of training, these are meant only as a guide and neither the trainer nor the
trainee should sign off on a phase until they feel that they fully understand and are comfortable performing all the job tasks listed
Employee (Trainee) Name _________________ Hire Date _________________
PRACTICE MANAGER PHASE TRAINING PROGRAM
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training notes.
☐ Present employee with Practice Manager job description and
review duties.
☐ Review general expectations for the position, as well as protocol for
annual review.
☐ Present employee with a blank performance evaluation form
☐ Review the hospital’s management structure (i.e. hierarchy of
authority
Present employee with hospital procedures manual. Make sure
the At-Will Employment acknowledgement and acknowledgement
that manual has been reviewed and read forms are signed by the
employee and placed in their personnel file. The Practice Manager
is responsible for knowing and understanding the contents of this
document. Ask to make recommendations on any changes they see
needed.
Notebook
Job
Description
Hospital Procedures Manual
Description
Complete Required Forms
☐ W-2 form
☐ I-9 form
☐ Verify Social Security card & driver’s license as required by I-9
☐ Complete all required new-hire forms
☐ Other
_______________________________
(Note: All forms are to be kept in confidential personnel file, under
lock and key. All current I-9 forms should be kept in a separate file
under lock and key).
Trainer
Required Forms
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
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Present employee with copy of phased training program. Explain protocol (trainee to sign off on each phase, trainee to ask if has questions).
Conduct OSHA training. Explain OSHA standards, MSDS sheets, etc.
☐ Give employee handout regarding safety
☐ Complete OSHA test
☐ Inform team member what they are to do if an OSHA officer shows
up and ask for a tour of the practice.
☐ Make sure they know the practice OSHA safety officer’s/coordinator’s name
OSHA Training
Meeting with Owners to outline expectations and goals for next 30,
60 and 90 days
☐ Practice Manager to sit at the front desk and observe an experienced receptionist at work (at least three hours).
☐ Make a list of all standard procedures and any recommendations
for improvement.
Show proper way to:
☐ Answer phone,
☐ Take messages
☐ Place callers on hold
☐ Route messages to doctors and other team members
Watch Lifelearn training CD “Enhancing your Telephone Skills”
(Training CD can be purchased at www.lifelearn.com)
Meet with
Owner(s)
Observation
Telephone
Procedures
Personal
Conduct
Review benefits and effective dates.
Description
Phased Training Program
Trainer
Benefits
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
The Art of Veterinary Practice Management
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252
Learn basic animal handling principles. Before signing off, trainee
must demonstrate proper animal handling with at least two patients.
Review of Phase I of training program. Trainee is asked if he/she
has any questions or needs further training on any part of Phase I.
Trainee signs off on Phase I.
Basic Animal
Handling
Phase I
Date / Training
Completed
Trainer’s
Initials
__________________
Employee (Trainee)
_______________
Date
My signature below signifies that I have completed Phase I of the Practice Manager Phased Training Program. I believe that I fully
understand the concepts covered and I am comfortable in my knowledge and ability to perform the procedures introduced in Phase I.
Phase I of Training Complete
Our Filing /Computer System
Learn about filing system. Show how to look up client number from
card file and computer system.
1) Records are filed by ________
2) Location of active/inactive files,
3) Organization of file contents, and
4) Multiple pets in single client file. [if applicable]
Records &
Filing
Description
Review Computer system and review primary functions of veterinary
database.
Trainer
Computer
system
Skill/
Knowledge
Support materials
Review:
☐ Review with trainee, all training materials that are in the
hospital
☐ Other ___________
Equipment
Show how to use the multi-line phone system to: 1) pick up incoming calls, 2) make calls, 3) place a call on hold, 4) transfer calls, 5)
page someone in the practice and 6) set up a conference call
Shadow exam room technicians, surgery technicians and doctors
for a total of 8 hours.
Basic Scheduling
☐ Learn what types of appointments are scheduled - surgery, office
visits, boarding, drop-offs, follow-up visits, and new client/pet
visits and how appointments are to be scheduled for each type.
☐ Refer to list of 10, 20, and 30 minute appointment types.
☐ Learn about keeping E slots open for emergencies and catch-up
times.
Review
Materials
Telephone Skills
Observation
Basic Schedule
Management
Description
Reference Materials
☐ Present Trainee with the Common Medical Terminology handout.
☐ Receptionist handbook
☐ Hospital policy manual
☐ Other reference materials
☐ Other client education materials
Trainer
Veterinary
Knowledge
Skill/
Knowledge
Phase II Duration: One - Two Weeks
Date / Training
Completed
Trainer’s
Initials
Phase II: Receiving Appointments, Scheduling, Maintenance, Basic Telephone and Computer Skills
The Art of Veterinary Practice Management
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254
Prepare for Admitting
Show how to prepare to receive out-patient and hospitalized appointments.
Greeting Clients
Show how to greet clients as they arrive:
☐ Review list of day’s appointments
☐ Greet clients and pets as soon as they walk in,
☐ Personalize what you say - use client’s and pet’s names,
☐ Show clients courtesy and hospitality (ask them to be seated,
let them know that magazines and coffee are available, etc),
☐ Show clients that we respect and value their time as well by
keeping them informed as to expected wait times, etc.
Receiving Clients and Patients
Show how to receive appointments.
☐ Have new clients fill out new client form. Make sure the client
fills in completely.
☐ Make sure that you get vaccination history
☐ How was the client referred?
☐ Make a new client file and enter in the computer.
☐ Inform the client of any preventative procedures due
☐ Hand them pre-exam checklist to review. A tech or doctor will
discuss with them further.
Patient
Admitting
Customer
Service
Patient Admitting - Receiving
Clients and
Patients
Description
Computerized Appointment System
☐ Demonstrate the computerized appointment scheduling system.
☐ Show how to: 1) view appointments, 2) enter/edit appointments,
and 3) print off a list of the day’s appointments.
Trainer
Computerized
Appointment
Schedule Management
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
Support materials
Patient Admitting - Receiving
Surgical/Drop-off
Appointments
Skill/
Knowledge
Trainer
Receiving Surgical/Drop-off Appointments
Instruct the trainee on admitting surgical and drop-off patients.
☐ All pets must be current on their vaccinations at the time of
admittance.
☐ Verify phone numbers where the client may be reached.
☐ Verify the patient is coming in on an empty stomach.
☐ Keep only the animal, no accessories, toys or bedding.
☐ On patients under the age of ___, we offer a pre-anesthetic
laboratory workup.
☐ On patients over the age of ___, pre-anesthetic lab work is required.
☐ Clients must sign the drop-off form or surgical consent form
before leaving their pet for treatment.
☐ Page a tech or assistant to come up front.
☐ Clients are encouraged to call after __ p.m. to inquire about the
status of their pet.
☐ When appropriate, inform the client of our visiting hours.
☐ Review with the client the reason for the appointment.
☐ On the travel sheet, circle any procedures to be rendered,
including preventative procedures due.
☐ Also note any other information the doctors and techs should
know such as symptoms, client concerns, etc.
☐ Page an assistant or tech to show the client and patient into
the exam room.
Description
Date / Training
Completed
Trainer’s
Initials
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Contacting Surgical/Drop-off Clients
Learn protocol for contacting clients to set up a 5 minute discharge appointment to pick up their pet.
No Show Appointments
Contact clients who were “no shows” to schedule a new appointment.
Confirm Appointments
☐ Show how to call clients to confirm the next day’s appointments.
☐ On surgical appointments, remind client of pre-surgical instructions.
Keeping Our Practice Neat and Clean
☐ Go over cleaning protocol for front desk, reception area, children’s area, and hallway, maintaining the client refreshment
area with fresh coffee and supplies, etc.
☐ Contact kennel manager for “accidents.”
Explain procedure for controlling odors
Explain procedure for minimizing noise pollution. (e.g. barking
dogs are escorted to a private area or an exam room). Explain
proper use of ear plugs.
Client Communication
Client Communication
Client Communication
Physical Plant
Maintenance
Controlling
Odors
Noise Pollution
Description
Computer - Basic Knowledge
☐ Show how to log on and off the system using a password.
☐ Show how to pull up client and patient records.
☐ Show how to enter new client/patient information into the
computer.
☐ Review vaccine protocol
Trainer
Computer
Knowledge
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
Support materials
Trainer
Description
Review of Phase II of training program. Trainee is asked if he
or she has any questions or needs further training on any part of
Phase II. Trainee signs off on Phase II.
Date / Training
Completed
Trainer’s
Initials
__________________
Employee (Trainee)
_______________
Date
My signature below signifies that I have completed Phase II of the Practice Manager Phased Training Program. I believe that I fully
understand the concepts covered and I am comfortable in my knowledge and ability to perform the procedures introduced in Phase
II.
Phase II of Training Complete
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Use this area for any comments you have concerning this phase of your training. This will help us to improve our training systems
and ensure that adequate training is provided to you. Your comments will be read by the management of the practice and kept in
your confidential employee file.
Trainee Comments - Phase II
Conclusion of
Phase II
Skill/
Knowledge
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Handling Client Calls
Learn protocol for handling different types of client calls. Trainer
should review with the Trainee the protocol for handling the following types of calls:
☐ General Queries and Telephone Shoppers
☐ Scheduling Appointments
☐ Routine Medical Questions (preventative care, etc)
☐ Other Medical Questions
☐ Emergency Phone Calls
☐ Requests for Prescription Refills
Client Communication
Practice Taking Telephone Calls
Trainer to monitor as the employee takes phone calls
Basic Telephone Etiquette Provide
Ensure that New Practice Manager knows the proper procedures
for handling:
☐ Incoming calls:
☐ Placing callers on hold
☐ Transferring calls
☐ Taking messages
Telephone Skills
Description
Receptionist and Receptionist Team Leader Phase Training
☐ New Practice Manager to obtain Receptionist Team Leader phase
training program and ensure that they are trained in all phases of
this position
☐ New Practice Manager to sign off on these PTP.
Trainer
Receptionist
Team Leader
Skills
Skill/
Knowledge
Phase III Duration: One - Two Weeks
Date / Training
Completed
Trainer’s
Initials
Phase III: Client Receipting, Discharging Patients, Cash Handling, Answering the Phone, Marketing of
Products and Services
Support materials
Processing Payments
☐ Show the proper procedure for receiving cash and processing
check and credit card payments.
Accounts Receivable
Learn the hospital’s credit and collection policies and how to handle credit transactions.
☐ Recognizing clients’ credit status and when credit is permitted.
☐ Processing accounts receivable charges.
☐ Processing accounts receivable payments.
Invoicing Out-patient Visits
Show how to receipt out a client for an out-patient visit.
Releasing Surgical and Hospitalized Patients
Show how to discharge and invoice out surgical and hospitalized
patients.
Review of Phase III of training program. Trainee is asked if he
or she has any questions or needs further training on any part of
Phase III. Trainee signs off on Phase III.
Cash Handling
Cash Handling
Discharging
Patients
Discharging
Patients
Conclusion of
Phase III
Description
Products and Services
☐ Learn about the products and services we offer and how to
educate clients about them.
☐ Discuss capturing ‘telephone shoppers’
☐ Client educational materials
☐ Feed and products sold through the retail area/point of purchase display
☐ New patient care kits for puppies, kittens, adult and senior
dogs and cats
☐ Explain passive marketing
Trainer
Marketing
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
The Art of Veterinary Practice Management
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260
__________________
Employee (Trainee)
_______________
Date
My signature below signifies that I have completed Phase III of the Practice Manager Phased Training Program. I believe that I fully
understand the concepts covered and I am comfortable in my knowledge and ability to perform the procedures introduced in Phase
III.
Phase III of Training Complete
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Use this area for any comments you have concerning this phase of your training. This will help us to improve our training systems
and ensure that adequate training is provided to you. Your comments will be read by the management of the practice and kept in
your confidential employee file.
Trainee Comments - Phase III
Support materials
Closing the Practice
Follow the procedure on closing the hospital
Clinic and Grounds Upkeep
Show knowledge of contractors, maintenance schedules:
☐ Review current scheduled maintenance for grounds – Introduce yourself to contractors involved in process
☐ Review and update HVAC maintenance schedules – introduce
yourself to contractors involved in process
☐ Familiarize yourself with onsite computer maintenance
Review and update scheduled computer maintenance – Introduce yourself to internet, web, computer service providers
☐ Review cleaning schedules for building
☐ Review and update scheduled maintenance of laboratory, radiology and other veterinary equipment
End-of-Day Reconciliation
Demonstrate the procedure for end of day cash reconciliation and
preparation of bank deposit
Physical Plant
Maintenance
Physical Plant
Maintenance
End of Day Reconciliation
Description
Opening the Practice
Demonstrate the procedure for opening the hospital
Trainer
Physical Plant
Maintenance
Skill/
Knowledge
Phase IV Duration: One - Two Weeks
Date / Training
Completed
Trainer’s
Initials
Phase IV: Opening and Closing, End-of-Day Cash Procedures, Computer Back-ups, Client Reminders and
Letters
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Printing Out Reminders
☐ Show how to print and send out reminder cards and letters
from the computer. Reminders are sent to clients on the ___
and ___ of each month.
☐ Review method for tracking reminders
Printing Out New Client/Referral Thank You Letters
☐ Show how to print and send thank you letters from the computer. Printed letters should be given to the owner-doctor or practice manager for signature. Post and send out when returned.
☐ Review tracking method for reminders
Client Questionnaires
Prepare and send out client questionnaires. Review and summarize responses to questionnaires received.
File Maintenance
Show procedure for purging inactive client files.
Review of Phase IV of training program. Trainee is asked if he
or she has any questions or needs further training on any part of
Phase IV. Trainee signs off on Phase IV.
Computer Reminders
Computer New
Client/
Referral
Thank You
Client Questionnaire
Records & Filing
Conclusion of
Phase IV
Description
Backing Up the Computer System
Show how to back up the computer system.
☐ Follow instruction sheet.
☐ Tapes and disks are located in the __________.
☐ Back-ups should be done daily between ___ and ___ p.m. An
additional, separate back-up will be done once a month.
☐ Back-up tapes are stored off site for security at ________
☐ On-line backups are located are at _________________
Trainer
Computer
Backup
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
Support materials
__________________ Employee (Trainee)
_______________
Date
My signature below signifies that I have completed Phase IV of the Practice Manager Phased Training Program. I believe that I fully
understand the concepts covered and I am comfortable in my knowledge and ability to perform the procedures introduced in Phase
IV.
Phase IV of Training Complete
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Use this area for any comments you have concerning this phase of your training. This will help us to improve our training systems
and ensure that adequate training is provided to you. Your comments will be read by the management of the practice and kept in
your confidential employee file.
Trainee Comments - Phase IV
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Conduct a Team Meeting
Review Mission Possible Packet on conducting team meetings
☐ Show how to prepare a meeting agenda.
☐ Show process for reviewing agenda with owner (must be done
prior to all meetings)
☐ Determine day in which monthly meetings will be scheduled
(e.g. 1st Thursday of each month)
☐ Show how to prepare memo or notice announcing meeting at
least 30 days in advance
☐ Show how to conduct team meetings
☐ Provide guidelines for posting notices on the door for clients, transferring calls or assigning who will answer calls during the meeting
☐ Show how to prepare meeting minutes.
☐ Show how to distribute meeting minutes
Team Meetings
Description
Read Mark Opperman’s book, The Art of Veterinary Practice Management
☐ Prepare a written summary of each chapter and turn them into
the owner within 60 days of employment.
☐ Plan on attending VMC’s HR Boot Camp within 12 months of employment. Visit www.vmc-inc.com for upcoming dates and location.
☐ Plan on attending VMC’s School of Veterinary Practice Management within first 18 months of employment. Visit www.vmc-inc.
com for upcoming dates and location.
Trainer
Human Resources Management
Skill/
Knowledge
Phase IV Duration: One - Two Weeks
Phase V: Human Resources and Personnel Management
Date / Training
Completed
Trainer’s
Initials
Support materials
Conducting Interviews
Show how to conduct behaviorally oriented interviews. Review
Mission Possible packet.
☐ Review information in VMC management tools kit regarding
interviewing including do’s and don’ts to interviewing.
☐ Review process for checking references and know practice’s
policy for pre-employment drug testing.
☐ Conduct an initial interview and a second interview
☐ Show employee how working interviews/tryouts are conducted
☐ Show employee tryout release form
☐ Show employee how to make an offer (extend offer letter)
☐ Show employee how to prepare a compensation statement and
present it to the accepting candidate
Preparing and Maintaining Personnel Files
Show how to prepare a personnel files
☐ Practice Manager to become familiar with Wage and Hour
Division and EEOC websites.
☐ Show employee the location of the personnel files
• I-9 files
• Confidential medical files
• Regular employee file
Interviewing
Personnel Files
Description
Hiring Process - review the hiring process to include:
☐ Creating and posting an ad
☐ Reviewing resumes and regretting unqualified applicants
☐ Conducting an initial 10 minute phone interview with top
candidates
☐ Regretting candidates who will not be personally interviewed
☐ Schedule top 3 candidates for in person interview
Trainer
Hiring Process
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
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266
Exit Interview Process
☐ Show procedure for conducting exit interviews and form to be
used.
☐ Exit interviews should be scheduled if employee has given
noticed.
☐ Terminated employees are expected to be given the opportunity
to participate in an exit interview.
☐ Results of exit interview should be reviewed with owner within
24 hours of employee’s departure.
Conducting Exit
Interviews
Documenting Disciplinary Actions
☐Show how to fill out, distribute, and file disciplinary action
forms
☐ Discuss progressive discipline process
☐ Issue key and provide guidelines regarding locking employee
files.
☐ Make sure all files are locked at the end of a shift and when
business office is left unattended.
☐ Show employee which forms are required for each file.
☐ Show employee where blank files are located.
Description
Termination Process
☐ Demonstrate how to terminate an employee. Gathering items
(keys, uniforms and any other items that belong to the employee).
☐ Make sure employee clocks out.
☐ Escorting team member to their locker or other areas to gather
personal items and be escorted out of the practice.
Trainer
Terminating
Team Members
Disciplinary
Action
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
Support materials
Compliance
with Regulatory
Agencies
Familiarize yourself with regulatory agencies and ensure that the
hospital remains in compliance. Develop and maintain procedures
to meet guidelines and improve on these regulations.
☐ ADA
☐ Maintain team member paid time off, sick leave, vacation,
personal time at each payroll
☐ Review current regulations for FMLA, leave of absence, disability leave
Discuss options for additional benefits with owners
Familiarize yourself with all employee benefits available to full
and part-time employees based on your hospital size.
☐ Review benefits annually in advance of renewal times
☐ Meet with health insurance agent insurance agent to determine ways to improve costs or offer greater benefits to team
members.
☐ Discuss worker’s compensation with agent and any suggestions
for keeping costs down
☐ Annually review the pension benefit plan
☐ Review veterinary benefits offered at discount
☐ Ensure that all eligible team members are enrolled in benefit
plans at time of eligibility
Benefits
Description
Team Member Training and Evaluation Process
☐Review training process for direct reports
☐O
btain and review position evaluation forms for team members
who are direct reports
☐S
how understanding of evaluation process
Trainer
Training and
Evaluation of
Team Members
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
The Art of Veterinary Practice Management
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Trainer
Description
Review of Phase V of training program. Trainee is asked if he or
she has any questions or needs further training on any part of
Phase IV. Trainee signs off on Phase V.
☐ EEOC
☐ Department of Labor
☐ OSHA
☐ DEA
Date / Training
Completed
Trainer’s
Initials
__________________
Employee (Trainee)
_______________
Date
My signature below signifies that I have completed Phase V of the Practice Manager Phased Training Program. I believe that I fully
understand the concepts covered and I am comfortable in my knowledge and ability to perform the procedures introduced in Phase V.
Phase V of Training Complete
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Use this area for any comments you have concerning this phase of your training. This will help us to improve our training systems
and ensure that adequate training is provided to you. Your comments will be read by the management of the practice and kept in
your confidential employee file.
Trainee Comments - Phase V
Conclusion of
Phase V
Skill/
Knowledge
Support materials
Fee Charging Procedures
☐T
horoughly review use of charge sheets; patient visit form,
in-hospital tracking form and surgical usage form. Discuss fee
issues.
☐D
iscuss hospital’s policy on discounting
☐D
emonstrate ability to rectify financial problems that arise
between Hospital and clients
Review the financial reporting processes
☐ Consult with hospital’s accountant regarding financial management
☐ Obtain assistance in preparation of statements and review of
un-audited financial statement
☐ Draw on expertise in determinations on business projection
analysis and review.
Financial Management - Fees
Financial Management - Financial Reports
Description
Review the inventory process
☐Review/establish an inventory control system to ensure adequate stocks of supplies
☐Obtain vendor lists and pricing and establish system to ensure
best prices for all products purchased
☐Observe maintenance and storage of supplies and equipment,
analyze and monitor depletion rates and provide guidance in
the requisition to replenish as needed.
☐ Identify opportunities for improvement
Trainer
Inventory Control
Skill/
Knowledge
Phase VI Duration: One – Two Weeks
Phase VI: Inventory/ Financial Procedures /Goals and Objectives
Date / Training
Completed
Trainer’s
Initials
The Art of Veterinary Practice Management
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Review of Phase VI of training program. Trainee is asked if he
or she has any questions or needs further training on any part of
Phase IV. Trainee signs off on Phase VI.
Conclusion of
Phase VI
☐ Review/Create a hospital budget, track budget to actual, determine variances and discuss with owners
☐ Review and track key financial indicators
☐ Discuss financial reports with owner at least monthly
☐ Review daily targets/goals - schedule for reviews with the
practice owner - make recommendations for corrective actions
necessary to improve the effectiveness and profitability of the
practice
Plan on attending VMC’s HR Boot Camp within 12 months of employment. Visit www.vmc-inc.com for upcoming dates and location.
Description
Complete an outline of goals and objectives for the next 30-60
days
☐ Review task list analysis of frequency, priority and delegation
and establish responsibilities
☐S
chedule a lunch or dinner meeting with the owner-doctor on
observations and progress
☐P
hone conference with VMC consultant to discuss business
plan objectives
Trainer
Goals and Objectives
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
Support materials
________________
Employee (Trainee)
_______________
Date
My signature below signifies that I have completed Phase VI of the Practice Manager Phased Training Program. I believe that I fully understand the
concepts covered and I am comfortable in my knowledge and ability to perform the procedures introduced in Phase VI.
Phase VI of Training Complete
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Use this area for any comments you have concerning this phase of your training. This will help us to improve our training systems and ensure that
adequate training is provided to you. Your comments will be read by the management of the practice and kept in your confidential employee file.
Trainee Comments - Phase VI
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Review case management, surgery, hospitalization
Identify opportunities for improvement
Evaluate customer service standards and physical aspects of the
practice
Identify opportunities for improvement
Review additional responsibiliti
Meeting with Practice Owner
Review training and evaluation processes for team members
Meeting with VMC consultant to discuss business plan objectives
Scheduling
Client Services/
Plant Management
Additional Responsibilities
Goals and Objectives
Goals and Objectives
Goals and Objectives
SUMMARY OF PHASE SIX
Review what has been learned during this phase of the training
program. Does the trainee have any questions about what he/she
has learned? Does he/she feel that further training is needed on
these areas? Trainee to sign off on Phase IV.
Establish financial indicators for tracking
Identify opportunities for improvement
Financial Management
Description
Begin the implementation of identified objectives on management
structure
Trainer
Implementation
Skill/
Knowledge
Phase VII Duration: One – Two Weeks
Phase VII: Implementation of Identified Objectives
Date / Training
Completed
Trainer’s
Initials
Support materials
__________________
Employee (Trainee)
_______________
Date
My signature below signifies that I have completed Phase VII of the Practice Manager Phased Training Program. I believe that I
fully understand the concepts covered and I am comfortable in my knowledge and ability to perform the procedures introduced in
Phase VII.
Phase VII of Training Complete
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Use this area for any comments you have concerning this phase of your training. This will help us to improve our training systems
and ensure that adequate training is provided to you. Your comments will be read by the management of the practice and kept in
your confidential employee file.
Trainee Comments - Phase VII
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274
Show employee parking area.
Provide employee with personal storage space. Discuss protection of
personal property at work
Orientation - Provide a detailed hospital tour which points out
emergency exits, eye wash station, employee restrooms and employee break room.
Identify the exam rooms, kennel, surgery/treatment area, pharmacy, radiology, etc. and what each area is used for.
Hospital Orientation and Tour
Description
Personal Storage
Trainer
Parking
Skill/
Knowledge
Probable Duration: One Day
Phase I - Welcome to Our Practice!
Date / Training
Completed
Trainer’s
Initials
Purpose: The purpose of this program is to introduce the Receptionist to the practice and bring them into the hospital’s philosophy
of care and service. Through this program, the new Receptionist will become familiar with the day-to-day operations, management,
and standards of care within our hospital
Although a probable duration is stated for each phase of training, these are meant only as a guide and neither the trainer nor the
trainee should sign off on a phase until they feel that they fully understand and are comfortable performing all the job tasks listed.
Employee (Trainee) Name ____________________ Hire Date ___________________
RECEPTIONIST
PHASED TRAINING PROGRAM
Support materials
Complete Required Forms
☐ W-2 form
☐ I-9 form
☐ Verify Social Security card & driver’s license as required by I-9
☐ Complete all required new-hire forms
☐ Other
___________________________
(Note: All forms are to be kept in confidential personnel file,
under lock and key. All current I-9 forms should be kept in a separate file under lock and key).
Give new team member an empty notebook for training notes.
☐ Present employee with Receptionist job description.
☐ Review general expectations for the position, as well as protocol for annual review.
☐P
resent employee with a blank performance evaluation form
☐R
eview the hospital’s management structure (i.e. hierarchy of
authority)
☐R
eview the receptionist duties to be completed daily
Present employee with hospital procedures manual. Make sure
the At-Will Employment acknowledgement and acknowledgement
that manual has been reviewed and read forms are signed by the
employee and placed in their personnel file.
Required Forms
Notebook
Job Description
Hospital Procedures Manual
Description
Introduce employee to doctors and other healthcare team members. Identify trainee’s immediate supervisor.
Trainer
Introductions
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
The Art of Veterinary Practice Management
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Present employee with a copy of the phased training program.
Explain protocol (trainee to sign off on each phase, trainee to ask
if has questions).
☐D
emonstrate operation of time clock. Explain procedure for
clocking in/out.
☐D
iscuss timelines and attendance expectations
☐ Show employee the proper protocol for submitting a request for
days off form and how work schedules are presented and posted.
Conduct OSHA training. Explain OSHA standards, MSDS sheets,
etc. Give employee handout regarding safety and complete OSHA
test. Inform team member what they are to do if an OSHA officer
shows up and ask for a tour of the practice. Make sure they know
the practice OSHA safety officer’s/coordinator’s name
Present team member with uniform. Review hospital dress
standards.
Trainee to observe (senior) receptionist. (1 hour)
Show proper way to:
☐A
nswer phone,
☐T
ake messages
☐P
lace callers on hold
☐R
oute messages to doctors and other team members
Watch LifeLearn training CD “Enhancing your Telephone Skills.”
Note to practice: This CD can be purchased at www.lifelearn.com
Phased Training
Program
Time clock and
Employee Schedules
OSHA Training
Uniforms
Position
Telephone Procedures
Description
Review benefits and effective dates.
Trainer
Benefits
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
Support materials
Date / Training
Completed
Trainer’s
Initials
__________________
Employee (Trainee)
_______________
Date
My signature below signifies that I have completed Phase I of the Receptionist Phased Training Program and that I fully understand all concepts covered and I am comfortable in my knowledge and ability to perform the procedures introduced in Phase I of this
program.
Phase I of Training Complete
Review of Phase I of training program. Trainee is asked if he/she
has any questions or needs further training on any part of Phase
I. Trainee signs off on Phase I.
Conclusion of
Phase I
Description
Learn basic animal handling principles. Before signing off,
trainee must demonstrate proper animal handling with at least
two patients.
Trainer
Basic Animal
Handling
Skill/
Knowledge
The Art of Veterinary Practice Management
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278
Review:
☐R
eview above presented materials with trainee
☐O
ther ___________
Explain:
☐B
asic appointment scheduling procedures.
☐S
cheduling guidelines and special circumstances (heartworm
season, etc.).
☐F
ecal test
Demonstrate how to log on and off the computer properly.
Explain procedure for controlling odors and maintaining a neat
and tidy front desk. Discuss danger in using bleach and that bleach
should NEVER be mixed with ammonia.Review company policy
regarding computer use and password maintenance/usage.
Complete veterinary software training module
Explain the proper way clients and their pets are to be greeted
and treated when they come to the practice.
Review Materials
Scheduling
Logging On/Off
Software
Greeting Clients
Description
Present trainee with materials to review.
☐P
resent Trainee with the Common Medical Terminology
handout.
☐O
ther client education materials
☐O
ther __________
Trainer
Reference Materials
Skill/
Knowledge
Probable Duration: One Week
Phase II
Date / Training
Completed
Trainer’s
Initials
Support materials
Demonstrate how to obtain a weight on a pet.
Demonstrate how to handle situations where there is an extended wait
Explain outpatient protocol -- the assistant is to be alerted that
the client and patient are ready.
Explain procedure for controlling odors and maintaining a neat
and tidy front desk. Discuss danger in using bleach and that
bleach should NEVER be mixed with ammonia.
Explain procedure for minimizing noise pollution. (e.g. barking
dogs are escorted to a private area or an exam room) Explain
proper use of ear plugs.
Show how to retrieve forms & the filing/computer system. Before
signing off, trainee must demonstrate the ability to properly
handle.
Demonstrate how to use and/or create a checklist.
Review the proper way to answer the phone and take messages.
Explain procedure of calling clients the day before their appointments to confirm their appointment.
Obtaining a
Weight
Wait time
Alert Assistant
About Visit
Controlling
Odors
Noise Pollution
Pulling Forms
Checklist
Messages
Confirmation
Calls
Description
Review obtaining all necessary data from clients to prepare forms
i.e. new clients, consent forms, medical care plans (ie, estimates).
Trainer
Obtain client
information
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
The Art of Veterinary Practice Management
279
280
Demonstrate how to use the Medical Care Plan Book and the appropriate way to go over a medical care plan.
Demonstrate the use of necessary office equipment.
Explain how to take out and pick up the mail.
Explain how to check vaccination due dates. Before signing off,
trainee must demonstrate the ability to handle this task properly.
Review of Phase II of training program. Trainee is asked if he
or she has any questions or needs further training on any part of
Phase II. Trainee signs off on Phase II.
Fax, Copier,
Phone System
Mail
Vaccination Due
Dates
Conclusion of
Phase II
Date / Training
Completed
Trainer’s
Initials
__________________
Employee (Trainee)
_______________
Date
My signature below signifies that I have completed Phase II of the Receptionist Phased Training Program and that I fully understand all concepts covered and I am comfortable in my knowledge and ability to perform the procedures introduced in Phase II of
this program.
Phase II of Training Complete
_______________________________________________________________________________
Use this area for any comments you have concerning this phase of your training. This will help us to improve our training systems
and ensure that adequate training is provided to you. Your comments will be read by the management of the practice and kept in
your confidential employee file.
Trainee Comments - Phase II
Explain the proper procedure for quoting surgery prices.
Description
Medical Care
Plan Book
Trainer
Surgery Quotes
Skill/
Knowledge
Support materials
Demonstrate the correct procedure for entering charges into the
computer. Before signing off, trainee must demonstrate the ability
to correctly enter charges.
Explain the process of accepting payment from clients
☐C
redit cards
☐C
ash
☐C
heck
☐C
are Credit
Demonstrate how to print a list of charges.
Review recent team meeting minutes and the protocol for reviewing minutes if employee is unable to attend a meeting.
Explain protocol for client tours or when clients are allowed to
visit patients in boarding or the hospital.
Demonstrate how to properly use the treatment board.
Demonstrate the procedures followed for a contagious soak.
Demonstrate a working knowledge of vaccine protocol.
Entering
Charges
Payments from
Clients
Charge List
Team Meetings
Hospital Tours
Treatment
Board
Contagious Soak
Vaccine Protocol
Description
Demonstrate how to add a new client.
Trainer
New Client
Adding
Skill/
Knowledge
Probable Duration: One Week
Phase III
Date / Training
Completed
Trainer’s
Initials
The Art of Veterinary Practice Management
281
282
Demonstrate the ability to schedule surgery appointments.
Explain the organization of the hospital and workflow.
Demonstrate how to correctly fill out surgery forms.
Demonstrate the proper way to assign bloodwork to an outside
laboratory. The trainee must demonstrate the ability to handle
this task properly.
Demonstrate the proper way to assign bloodwork within the
practice. Before signing off, trainee must demonstrate the ability
to handle this task properly.
Learn hospital guidelines for communicating with clients in
different types of situations such as general queries, scheduling
appointments, routine and non-routine medical questions, patient
emergencies, prescription refills
Demonstrate the procedure to follow when recalling clients.
Before signing off, trainee must demonstrate the ability to handle
this task properly.
Explain how to properly clean and disinfect an examination room.
Show how to complete a boarding slip.
Surgery
Appointment
Scheduling
Hospital Organization
Surgery Forms
Assign Bloodwork (Outside
Lab)
Assign Bloodwork (In-house)
Communicate
with Clients
Medical Recalls
Cleaning Exam
Rooms
Boarding Slips
Description
Demonstrate basic appointment scheduling.
Trainer
Appointment
Scheduling
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
Support materials
Demonstrate the ability to properly cancel a boarding reservation.
Demonstrate the correct procedure to follow when admitting
boarders. Before signing off, trainee must demonstrate the ability
to handle this task properly.
Explain how end of life appointments are scheduled and how
greeter should anticipate and prepare for these types of appointments.
Demonstrate how to check-out a client
☐ Review charts for completeness
☐M
ake new appointments
☐N
ote changes in patient status
☐E
nter future reminders
Discuss marketing to clients
☐D
iscuss how to promote the practices products, programs and
services.
☐E
xplain the use of passive marketing
☐E
nsure that employee gains a technical knowledge of products
sold
Review of Phase III of training program. Trainee is asked if he
or she has any questions or needs further training on any part of
Phase III. Trainee signs off on Phase III.
Cancel Boarding
Reservations
Admitting
Boarders
End of Life Appointments
Receipting Out
Marketing
Conclusion of
Phase III
Description
Explain how to make a boarding reservation.
Trainer
Boarding
Reservation
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
The Art of Veterinary Practice Management
283
284
__________________
Employee (Trainee)
_______________
Date
My signature below signifies that I have completed Phase III of the Receptionist Phased Training Program and that I fully understand all concepts covered and I am comfortable in my knowledge and ability to perform the procedures introduced in Phase III of
this program.
Phase III of Training Complete
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Use this area for any comments you have concerning this phase of your training. This will help us to improve our training systems
and ensure that adequate training is provided to you. Your comments will be read by the management of the practice and kept in
your confidential employee file.
Trainee Comments - Phase III
Support materials
Demonstrate the procedure for closing the hospital
Demonstrate how to check surgical charges. Review the travel
sheet. All services rendered should be highlighted.
Explain how and when the Trainee is to quote prices.
Explain how and when the Trainee is to quote prices.
Demonstrate how to prepare a Client Transaction Report.
Present trainee with vaccination protocol handout and explain
how to use.
Demonstrate how to communicate with clients regarding medical
status, medical instruction, itemize and review the client statement, inform clients about hospital policies, payment and credit
policies
Demonstrate how to print client correspondence i.e. reminders,
thank you notes, new client letters
Explain how to prepare the bank deposit and complete the deposit
slip.
Explain the correct procedure to follow when batching credit
cards.
Price Quotes
Client Transaction Reports
Client Transaction Reports
Vaccination Protocol Handout
Correspondence
Print Correspondence
Bank Deposits
Credit Cards
Description
Surgical Charges
Trainer
Closing
Skill/
Knowledge
Probable Duration: One Week
Phase IV
Date / Training
Completed
Trainer’s
Initials
The Art of Veterinary Practice Management
285
286
Demonstrate the correct procedure to handle returns.
Explain how to handle coupons.
Explain the procedure to follow when a check bounces.
Explain the procedure for handling accounts receivable issues.
Explain the after hour’s emergency fees.
Demonstrate how to correctly fill a prescription and the expectation that all prescriptions should be proofed.
Demonstrate the correct procedure used when dispensing controlled substances.
Discuss referring clients for immediate treatment of their pets
when the requests are accompanies by complaints of acute symptoms
Explain the practice’s philosophy and established protocol for
heartworm testing and prevention.
Explain basic flea prevention protocol.
Explain the procedure for handling client complaints.
Returning Products
Coupons
Bounced Checks
Accounts Receivable
After Hours ER
Fee
Prescription
Filing
Controlled Substances
Recognizing an
Emergency
Heartworm Testing & Prevention
Flea Prevention
101
Client Complaints
Description
Explain the End of Day procedures. Before signing off, trainee
must demonstrate the understanding of this task.
Trainer
End of Day
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
Support materials
Explain the protocol for ordering inventory and office supplies
Demonstrate how the front desk and printer should be cleaned.
Assure the employee that whenever he or she is in doubt or needs
help, they are expected to seek assistance and guidance.
Review of Phase IV of training program. Trainee is asked if he
or she has any questions or needs further training on any part of
Phase IV. Trainee signs off on Phase IV.
Office Supplies
Clean Front Area
When In Doubt
Conclusion of
Phase IV
Date / Training
Completed
Trainer’s
Initials
__________________
Employee (Trainee)
_______________
Date
My signature below signifies that I have completed Phase IV of the Receptionist Phased Training Program and that I fully understand all concepts covered and I am comfortable in my knowledge and ability to perform the procedures introduced in Phase IV of
this program.
Phase IV of Training Complete
_______________________________________________________________________________
Use this area for any comments you have concerning this phase of your training. This will help us to improve our training systems
and ensure that adequate training is provided to you. Your comments will be read by the management of the practice and kept in
your confidential employee file.
Trainee Comments - Phase IV
Demonstrate how to restock and maintain the refreshment area
Refreshment
Area
Description
Explain how to restock and arrange the retail and point of purchase display areas
Trainer
Displays and
Retail
Skill/
Knowledge
The Art of Veterinary Practice Management
287
288
Hire Date ___________
Provide employee with personal storage space. Discuss protection of
personal property at work
Orientation - Provide a detailed hospital tour which points out
emergency exits, eye wash station, employee restrooms and employee
break room.
Identify the exam rooms, kennel, surgery/treatment area, pharmacy,
radiology, etc. and what each area is used for.
Personal Storage
Hospital Orientation and Tour
Description
Show employee parking area.
Trainer
Parking
Skill/
Knowledge
Phase IV Duration: One - Two Weeks
Phase V: Human Resources and Personnel Management
Probable Duration: One Day
Phase I - Welcome to Our Practice!
Date / Training
Completed
Trainer’s
Initials
Although a probable duration is stated for each phase of training, these are meant only as a guide and neither the trainer nor the
trainee should sign off on a phase until they feel that they fully understand and are comfortable performing all the job tasks listed.
Purpose: The purpose of this program is to introduce the Exam Room Assistant to the practice and bring them into the hospital’s
philosophy of care and service. Through this program, the new Exam Room Assistant will become familiar the day-to-day operations,
management, and standards of care within our hospital.
Employee (Trainee) Name ___________
EXAM ROOM ASSISTANT
PHASED TRAINING PROGRAM
Support materials
☐ Present employee with Exam Room Assistant job description.
☐ Review general expectations for the position, as well as protocol
for annual review.
☐ Present employee with a blank performance evaluation form
☐ Review the hospital’s management structure (i.e. hierarchy of
authority)
☐ Review the exam room assistant’s duties to be completed daily
Present employee with hospital procedures manual. Make sure the
At-Will Employment acknowledgement and acknowledgement that
manual has been reviewed and read forms are signed by the employee and placed in their personnel file.
Job
Description
Hospital Procedures Manual
Review benefits and effective dates.
Give new team member an empty notebook for training notes
Notebook
Benefits
Complete Required Forms
☐ W-2 form
☐ I-9 form
☐ Verify Social Security card & driver’s license as required by I-9
☐ Complete all required new-hire forms
☐ Other _____________________________________
(Note: All forms are to be kept in confidential personnel file, under
lock and key. All current I-9 forms should be kept in a separate file
under lock and key).
Required Forms
Description
Introduce employee to doctors and other team members. Identify
trainee’s immediate supervisor.
Trainer
Introductions
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
The Art of Veterinary Practice Management
289
290
Present team member with a uniform. Review hospital dress standards.
Trainee to observe (senior) exam room assistant. (1 hour)
Learn basic animal handling principles. Before signing off, trainee
must demonstrate proper animal handling with at least two patients.
Review of Phase I of training program. Trainee is asked if he or she
has any questions or needs further training on any part of Phase I.
Trainee signs off on Phase I.
Uniforms
Observe Position
Basic Animal
Handling
Conclusion of
Phase I
Date / Training
Completed
Trainer’s
Initials
My signature below signifies that I have completed Phase I of the Exam Room Assistant Phased Training Program and that I fully
understand all concepts covered and I am comfortable in my knowledge and ability to perform the procedures introduced in Phase I
of this program.
__________________
_______________
Employee (Trainee)
Date
Phase I of Training Complete
Demonstrate operation of time clock. Explain procedure for clocking
in/out.
☐ Discuss timeliness and attendance expectations
☐ Show employee the proper protocol for submitting a request for
days off form and how work schedules are presented and posted
Time clock and
Employee Schedules
Description
Present employee with copy of phased training program. Explain
protocol (trainee to sign off on each phase, if trainee has questions-ask, etc.).
Trainer
Phased Training
Program
Skill/
Knowledge
Support materials
Review:
☐A
bove presented materials with trainee
☐O
ther ___________
Explain:
☐B
asic appointment scheduling procedures.
☐S
cheduling guidelines and special circumstances (heartworm
season, etc.).
☐E
xplain the flex scheduling process
☐F
ecal test
Demonstrate how to log on and off the computer properly.
☐R
eview company policy regarding computer use and password
maintenance/usage.
☐ Demonstrate how to enter charges into the computer. Before signing off, trainee must demonstrate the ability to properly handle.
☐ Complete veterinary software training module.
Review Materials
Scheduling
Logging On/Off
Entering
Charges
Description
Present trainee with materials to review.
☐P
resent Trainee with the Common Medical Terminology handout.
☐V
accination protocol
☐P
re-exam check list
☐ Other client education materials
☐O
ther __________
Trainer
Reference Materials
Skill/
Knowledge
Probable Duration: One Week
Phase II
Date / Training
Completed
Trainer’s
Initials
The Art of Veterinary Practice Management
291
292
Explain OSHA standards, MSDS sheets, etc. Give trainee
handout regarding safety and complete OSHA test. Inform team
member what they are to do if an OSHA officer shows up and ask
for a tour of the practice. Make sure they know the practice OSHA
safety officer’s/coordinator’s name
Explain radiology safety procedures/guidelines.
Demonstrate how to properly set up for x-rays. Before signing off,
trainee must demonstrate the ability to properly handle.
Demonstrate how to assist and hold animals in radiology.
Demonstrate how to develop for x-rays. Before signing off, trainee
must demonstrate the ability to properly handle.
Demonstrate the proper way clients and their pets are to be:
☐ Greeted
☐H
ow to obtain a weight on a pet and
☐H
ow to escort the client and pet into the exam room
Demonstrate how to alert the veterinarian to visit.
Demonstrate how to:
☐R
eview patient history
☐D
iscuss reason for the visit
☐S
ymptoms
☐P
rocedures that may need to be done
OSHA Training
Radiology Safety
X-ray Setup
X-ray Assist
Develop X-rays
Develop X-rays
Exam Room
Protocol
Exam Room
Protocol
Description
Explain how to properly perform this level of blood workup. Before signing off, trainee must demonstrate the ability to properly
handle this task.
Trainer
Level 1 Blood
Workup
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
Support materials
Demonstrate how to restrain for a leg blood draw (OBS). Before
signing off, trainee must demonstrate the ability to properly handle.
Demonstrate proper muzzling procedures.
Demonstrate how to assign bloodwork. Before signing off, trainee
must demonstrate the ability to properly handle.
Begin to learn the procedure for nail trims. Facilitator will demonstrate the procedure in the treatment area.
Demonstrate the procedure for ear cleanings in the treatment
area
Show proper way to handle sharps.
Demonstrate the procedures followed for a contagious soak.
Explain the use of the treatment board.
Explain how end of life appointments are scheduled and how
greeter should anticipate and prepare for these types of appointments.
Review of Phase II of training program. Trainee is asked if he or
she has any questions or needs further training on any part of
Phase II. Trainee signs off on Phase II.
Restraint for Leg
Blood Draw
Muzzles 101
Assign Bloodwork
Nail Trim
Ear Cleaning
Handling Sharps
Contagious Soak
Treatment
Board
End of Life Appointments
Conclusion of
Phase II
Description
Demonstrate how to take a temperature.
Trainer
Obtaining a
Temp.
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
The Art of Veterinary Practice Management
293
294
__________________
Employee (Trainee)
_______________
Date
My signature below signifies that I have completed Phase II of the Exam Room Assistant Phased Training Program and that I fully
understand all concepts covered and I am comfortable in my knowledge and ability to perform the procedures introduced in Phase II
of this program.
Phase II of Training Complete
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Use this area for any comments you have concerning this phase of your training. This will help us to improve our training systems
and ensure that adequate training is provided to you. Your comments will be read by the management of the practice and kept in
your confidential employee file.
Trainee Comments - Phase II
Support materials
Demonstrate how to perform canine heartworm tests. Before signing off, trainee must demonstrate the ability to handle this task
properly.
Show how to prepare blood for off-premise laboratory.
Demonstrate how to perform slide staining. Before signing off,
trainee must demonstrate the ability to handle this task properly.
Demonstrate how to setup for IV Catheter (free drip).
Conduct role play exercises: 1) putting a client into a room, 2)
new dog/cat discussions, and 3) flea treatment discussions. 4) new
puppy/kitten orientations.
Explain how to use the Medical Care Plan (Estimate) Book and
quoting protocol.
Demonstrate how to perform a nail trim in the exam room with
the client present.
Demonstrate how to draw HW test in the exam room with the
client present.
Demonstrate how to clip fur and prep wound.
Demonstrate how to stock the exam rooms.
Canine HW
Tests
Prepare Blood
Slide Staining
Setup for IV
Catheter
Role Play
Estimate Book
Nail Trims
Draw HW Test
Prepping
Stocking Exam
Rooms
Description
Employee should review recent team meeting minutes.
Trainer
Team Meetings
Skill/
Knowledge
Probable Duration: One Week
Phase III
Date / Training
Completed
Trainer’s
Initials
The Art of Veterinary Practice Management
295
296
Explain procedure for minimizing noise pollution. (e.g. barking
dogs are escorted to a private area or an exam room). Explain
proper use of ear plugs.
Review of Phase III of training program. Trainee is asked if he
or she has any questions or needs further training on any part of
Phase III. Trainee signs off on Phase III.
Noise Pollution
Conclusion of
Phase III
Date / Training
Completed
Trainer’s
Initials
Employee (Trainee)
___________
_______________
Date
My signature below signifies that I have completed Phase III of the Exam Room Assistant Phased Training Program and that I fully
understand all concepts covered and I am comfortable in my knowledge and ability to perform the procedures introduced in Phase
III of this program.
Phase III of Training Complete
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Use this area for any comments you have concerning this phase of your training. This will help us to improve our training systems
and ensure that adequate training is provided to you. Your comments will be read by the management of the practice and kept in
your confidential employee file.
Trainee Comments - Phase III
Explain procedure for controlling odors
Controlling Odors
Description
Demonstrate the proper way to clean examination rooms.
Trainer
Cleaning Exam
Rooms
Skill/
Knowledge
Support materials
Demonstrate proper procedure to express anal gland
Show how to perform an ear cleaning in the exam room and
explain the process to the client.
Demonstrate how to perform jugular blood draw.
Demonstrate how to perform enemas.
Demonstrate procedures for performing barium x-rays.
Demonstrate how to add a new client to the practice management
software.
Explain the Sunday pick-up procedures. (if applicable)
Discuss marketing to clients
☐D
iscuss how to promote the practices products, programs and
services.
☐E
xplain the use of passive marketing
Assure the employee that whenever he or she is in doubt or needs
help, they are expected to seek assistance and guidance.
Review of Phase IV of training program. Trainee is asked if he
or she has any questions or needs further training on any part of
Phase IV. Trainee signs off on Phase IV.
Anal Glands
Ear Cleaning
Jugular Blood
Draw
Enemas
Barium X-rays
New Client
Adding
Sunday Pick-ups
Marketing
When In Doubt
Conclusion of
Phase IV
Description
Explain how to instruct clients for care of their pet after discharge
Trainer
Discharge
Clients
Skill/
Knowledge
Probable Duration: One Week
Phase IV
Date / Training
Completed
Trainer’s
Initials
The Art of Veterinary Practice Management
297
298
________________
Employee (Trainee)
_______________
Date
My signature below signifies that I have completed Phase IV of the Exam Room Assistant Phased Training Program and that I fully
understand all concepts covered and am comfortable in my knowledge and ability to perform the procedures introduced in Phase IV
of this program.
Phase IV of Training Complete
_______________________________________________________________________________
Use this area for any comments you have concerning this phase of your training. This will help us to improve our training systems
and ensure that adequate training is provided to you. Your comments will be read by the management of the practice and kept in
your confidential employee file.
Trainee Comments - Phase IV
Support materials
Hire Date ___________
Orientation - Provide a detailed hospital tour which points out
emergency exits, eye wash station, employee restrooms and employee break room.
Identify the exam rooms, kennel, surgery/treatment area, pharmacy, radiology, etc. and what each area is used for.
Introduce employee to doctors and other team members. Identify
trainee’s immediate supervisor.
Hospital
Orientation and
Tour
Introductions
Description
Provide employee with personal storage space. Discuss protection
of personal property at work
Trainer
Personal
Storage
Skill/
Knowledge
Probable Duration: One Day
Phase I - Welcome to Our Practice!
Date / Training
Completed
Trainer’s
Initials
Although a probable duration is stated for each phase of training, these are meant only as a guide and neither the trainer nor the
trainee should sign off on a phase until they feel that they fully understand and are comfortable performing all the job tasks listed.
Purpose: The purpose of this program is to introduce the Kennel Assistant to the practice and bring them into the hospital’s philosophy of care and service. Through this program, the new Kennel Assistant will become familiar with the day-to-day operations,
management, and standards of care within our hospital
Employee (Trainee) Name ___________
KENNEL ASSISTANT
PHASED TRAINING PROGRAM
The Art of Veterinary Practice Management
299
300
Give employee an empty notebook for training notes
☐ Present employee with Kennel Assistant job description.
☐R
eview general expectations for the position, as well as protocol for annual review.
☐P
resent employee with a blank performance evaluation form
☐R
eview the hospital’s management structure (i.e. hierarchy of
authority)
☐R
eview the kennel assistant’s duties to be completed daily
Present employee with hospital procedures manual. Make sure
the At-Will Employment acknowledgement and acknowledgement
that manual has been reviewed and read forms are signed by the
employee and placed in their personnel file.
Review benefits and effective dates.
Present employee with copy of phased training program. Explain
protocol (trainee to sign off on each phase, if trainee has questions--ask, etc.).
Notebook
Job Description
Hospital Procedures Manual
Benefits
Phased Training
Program
Description
Complete Required Forms
☐ W-2 form
☐ I -9 form
☐V
erify Social Security card & driver’s license as required by I-9
☐C
omplete all required new-hire forms
(Note: All forms are to be kept in confidential personnel file,
under lock and key. All current I-9 forms should be kept in a separate file under lock and key).
Trainer
Required Forms
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
Support materials
Demonstrate operation of time clock. Explain procedure for clocking in/out.
☐ Discuss timeliness and attendance expectations
☐S
how employee the proper protocol for submitting a request
for days off form and how work schedules are presented and
posted
Present team member with a uniform. Review hospital dress
standards.
Trainee to observe (senior) Kennel Assistant. (At least 1 hour)
Learn basic animal handling principles. Before signing off, trainee
must demonstrate proper animal handling with at least two
patients.
Explain hospital’s standards of cleanliness.
Review of Phase I of training program. Trainee is asked if he or
she has any questions or needs further training on any part of
Phase I. Trainee signs off on Phase I.
Time clock and
Employee Schedules
Uniforms
Observe
Position
Basic Animal
Handling
Cleanliness
Conclusion of
Phase I
Description
Conduct OSHA training. Explain OSHA standards, MSDS sheets,
etc.
☐ Give employee handout regarding safety
☐C
omplete OSHA test
☐ I nform team member what they are to do if an OSHA officer
shows up and ask for a tour of the practice.
☐M
ake sure they know the practice OSHA safety officer’s/coordinator’s name
Trainer
OSHA
Training
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
The Art of Veterinary Practice Management
301
302
________________
Employee (Trainee)
_______________
Date
My signature below signifies that I have completed Phase I of the Kennel Assistant Phased Training Program and that I fully understand all concepts covered and I am comfortable in my knowledge and ability to perform the procedures introduced in Phase I of this
program.
Phase I of Training Complete
Support materials
Review:
☐ Review above materials with trainee
☐O
ther ___________
Explain:
☐ Basic appointment scheduling procedures.
☐ Scheduling guidelines and special circumstances (heartworm
season, etc.).
☐ Fecal test
Demonstrate how to log on and off the computer properly.
☐ Review company policy regarding computer use and password
maintenance/usage.
Demonstrate dog walking. Explain how and when this is to be
done.
☐ Walking animals at least ___times daily
☐W
alking in appropriate areas
Review Materials
Scheduling
Logging On/Off
Walking Dogs
Description
Present trainee with veterinary educational materials to review.
☐ Present Trainee with the Common Medical Terminology Abbreviation handout.
☐V
accination protocol
☐ Other client education materials
☐O
ther __________
Trainer
Reference Materials
Skill/
Knowledge
Probable Duration: One Week
Phase II
Date / Training
Completed
Trainer’s
Initials
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Explain how to read a chart. Explain the significance of “alerts”
and how to handle them.
Explain symptoms trainee should look for in animals and protocol
for reporting. Give list of signs to look for.
Explain hospital cleaning duties of the kennel assistant. (mopping
floors, emptying trash, picking up)
Explain procedure for controlling odors
Explain procedure for minimizing noise pollution. (e.g. barking
dogs are escorted to a private area or an exam room). Discuss
proper use of ear plugs.
Demonstrate procedures for cleaning and disinfecting cages, animal dishes, cleaning/bleach litter pans, etc.
Discuss danger in using bleach and that bleach should NEVER be
mixed with ammonia.
Show how to stock, clean and disinfect the exam rooms.
Reading Charts
Observation of
Animals
Cleaning of
Hospital (1)
Controlling
Odors
Noise Pollution
Cage Cleaning
Exam Rooms
☐ Take note of any physical problems that may affect walking
- Ruptured discs, back problems, etc
- Blindness
- Inability to hold urine for long periods of time
☐ Proper length of time for walks
Description
Explain the procedure for removing feces from the yard. Explain
the schedule for this task.
Trainer
Yard Maintenance
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
Support materials
Explain how to stock caddies, refill spray bottles, etc.
Show proper way to handle sharps
Show proper disposal of contaminated items
☐ Sharps containers
☐ Hazardous liquids and solids
Learn muzzling procedures. Before signing off, trainee must demonstrate with one patient.
Explain the proper way clients and their pets are to be greeted
when they come to the practice.
Show how to clean slides.
Show how to close down a room -. Demonstrate end of day cleaning procedure for exam room
Explain the “Supplies Needed” list and inventory procedures.
Review of Phase II of training program. Trainee is asked if he or
she has any questions or needs further training on any part of
Phase II. Trainee signs off on Phase II.
Kennel Preparation
Handling Sharps
Disposal of
contaminated
Items
Muzzles
Greeting Clients
Cleaning Slides
End of day cleaning procedure
Supplies List
Conclusion of
Phase II
Description
Feeding:
☐ Show where food is kept
☐ Demonstrate how to feed animals
☐ Discuss special diets
☐ Water at all times
Trainer
Feed
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
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________________
Employee (Trainee)
_______________
Date
My signature below signifies that I have completed Phase II of the Kennel Assistant Phased Training Program and that I fully
understand all concepts covered and I am comfortable in my knowledge and ability to perform the procedures introduced in Phase II
of this program.
Phase II of Training Complete
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Use this area for any comments you have concerning this phase of your training. This will help us to improve our training systems
and ensure that adequate training is provided to you. Your comments will be read by the management of the practice and kept in
your confidential employee file.
Trainee Comments - Phase II
Support materials
Show how to restrain animals for ear cleaning. Before signing off,
trainee must demonstrate ability with two patients.
Show procedure for cat jugular restraint. Before signing off,
trainee must demonstrate ability with two patients.
Show procedure for dog jugular restraint. Before signing off,
trainee must demonstrate ability with two patients.
Show procedure for dog leg draw restraint. Before signing off,
trainee must demonstrate ability with two patients.
Explain the treatment board and how it is used.
Explain procedures for checking-in a boarder. Before signing off,
trainee must demonstrate by checking-in two boarders.
Explain procedures for filing x-rays.
Explain OSHA requirements, MSDS sheets, etc.
☐ Give trainee handout regarding safety.
☐C
omplete OSHA test
Show how to bring a pet up front to their owners.
Restraint for Ear
Cleaning
Cat Jugular
Dog Jugular
Dog Leg Draw
Treatment
Board
Check-in Boarders
Filing
X-rays
OSHA Training
Bringing Pet Out
Description
Explain procedures for administering medication/treatment.
Trainer
Medication/
Treatment
Skill/
Knowledge
Probable Duration: One Week
Phase III
Date / Training
Completed
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Initials
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Show how to clean clippers.
Show how to set up a fecal
Show how to restock foods and retail items in the retail area.
Show how to prepare routine surgery packs. Before signing off,
trainee must prepare at least three surgery packs.
Review of Phase III of training program. Trainee is asked if he
or she has any questions or needs further training on any part of
Phase III. Trainee signs off on Phase III.
Clean Clippers
Fecals
Retail Area
Routine Surgery
Packs
Conclusion of
Phase III
Description
Further hospital cleaning duties:
☐ Wash baseboards
☐O
rganize magazines in waiting room
☐C
lean sinks
☐S
weep the porch/walkway
☐C
lean sinks & toilets in the bathrooms
☐O
ther _________
☐O
ther _________
Trainer
Cleaning of
Hospital (2)
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
Support materials
________________
Employee (Trainee)
_______________
Date
My signature below signifies that I have completed Phase III of the Kennel Assistant Phased Training Program and that I fully
understand all concepts covered and I am comfortable in my knowledge and ability to perform the procedures introduced in Phase
III of this program.
Phase III of Training Complete
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Use this area for any comments you have concerning this phase of your training. This will help us to improve our training systems
and ensure that adequate training is provided to you. Your comments will be read by the management of the practice and kept in
your confidential employee file.
Trainee Comments - Phase III
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Show how to collect U/A sample.
Show how prepare a surgery patient.
Explain observing post-op patients.
Show procedure to clean surgery area.
Demonstrate how to use rabies pole and procedures for handling
fractious animals.
Demonstrate how to clean and organize OTC shelves.
Show proper care of non-rebreathing unit.
Show how to set up for x-rays.
Review of Phase IV of training program. Trainee is asked if he
or she has any questions or needs further training on any part of
Phase IV. Trainee signs off on Phase IV.
U/A Samples
Prepare Surgery
Patient
Post-Op Patients
Clean Surgery
Rabies Pole
and Fractious
Animals
Clean OTC
Shelves
Non-Re-breathing Unit
X-ray
Conclusion of
Phase IV
Description
Show how to collect a fecal sample.
Trainer
Fecal Samples
Skill/
Knowledge
Probable Duration: One Week
Phase IV
Date / Training
Completed
Trainer’s
Initials
Support materials
________________
Employee (Trainee)
_______________
Date
My signature below signifies that I have completed Phase IV of the Kennel Assistant Phased Training Program and that I fully
understand all concepts covered and I am comfortable in my knowledge and ability to perform the procedures introduced in Phase IV
of this program.
Phase IV of Training Complete
_______________________________________________________________________________
_______________________________________________________________________________
your confidential employee file.
Use this area for any comments you have concerning this phase of your training. This will help us to improve our training systems
and ensure that adequate training is provided to you. Your comments will be read by the management of the practice and kept in
Trainee Comments - Phase IV
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Show how to assemble non-routine packs.
Show how to operate the fax machine.
Demonstrate set up for IV Catheter.
Show how to count out and prepare pills.
☐ Show how to enter charges into the computer.
☐ Complete veterinary software training module
Show how to draw up vaccines.
Discuss marketing to clients
☐ Discuss how to promote the practices products, programs and
services.
☐ Explain the use of passive marketing
☐ Ensure that employee gains a technical knowledge of
products sold
Assemble Nonroutine Packs
Fax Machine
IV Cath. Setup
Counting Pills
Entering
Charges
Draw Vaccines
Marketing
Description
Demonstrate bathing techniques
• Precautions
• Perform basic physical assessment of patient being bathed
• Lathering and rinsing
• Timing of the shampoo
• Proper drying techniques
• Appropriate brush out
Trainer
Bathing Animals
Skill/
Knowledge
Probable Duration: One Week
Phase V
Date / Training
Completed
Trainer’s
Initials
Support materials
Date / Training
Completed
Trainer’s
Initials
_______________
Date
________________
Employee (Trainee)
My signature below signifies that I have completed Phase V of the Kennel Assistant Phased Training Program and that I fully
understand all concepts covered and I am comfortable in my knowledge and ability to perform the procedures introduced in Phase V
of this program.
Phase V of Training Complete
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Use this area for any comments you have concerning this phase of your training. This will help us to improve our training systems
and ensure that adequate training is provided to you. Your comments will be read by the management of the practice and kept in
your confidential employee file.
Trainee Comments - Phase V
Review of Phase V of training program. Trainee is asked if he or
she has any questions or needs further training on any part of
Phase V. Trainee signs off on Phase V.
Conclusion of
Phase V
Description
Assure the employee that whenever he or she is in doubt or needs
help, they are expected to seek assistance and guidance.
Trainer
When In Doubt
Skill/
Knowledge
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• Personal Conduct
• Veterinary Knowledge
• Punctuality and Attendance
• Time Management
• Attitude/Teamwork
• Personal Conduct
Employee (Trainee) Name __________ Hire Date __________
Practice Owner
How well you perform in the key skill areas shown above will be reviewed later when we conduct your three-month and annual
performance evaluations. Therefore, it is important that you understand what is expected of you in these areas and that you are
an active participant in your own training. If there is something you do not understand or if you feel you are not being adequately
trained in an area, discuss this with your trainer or with management.
Again, welcome to our hospital. We look forward to working with you in the months and years to come.
• Organization
• Client Communication
The Social Media Director will direct, plan, and coordinate a variety of social media functions that are related to communication
between the practice, healthcare team, our clients and the community in which we live.
We have developed this training program to ensure that you receive the knowledge and training you need to make a successful
transition into your new position. Throughout this training program, we have identified key skill areas that will be critical to your
success as a shift supervisor and team member. These skill areas are as follows:
A Note to the New Social Media Coordinator:
SOCIAL MEDIA COORDINATOR
PHASED TRAINING PROGRAM
Support materials
Give employee an empty notebook for training notes
☐ Present employee with Social Media Coordinator Job description.
☐ Review general expectations for the position, as well as protocol for annual review.
☐ Present employee with a blank performance evaluation form
☐ Review the hospital’s management structure (i.e. hierarchy of
authority)
☐ Review the Social Media Coordinator duties to be completed
daily/weekly monthly
Present employee with copy of phase training program. Explain
protocol (trainee to sign off on each phase, trainee to ask if has
questions). The program should be carried on their person until
training is completed in its entirety.
Discuss the hours during which the Social Media Coordinator
duties will be performed.
on any part of Phase I.
Phased Training
Program
Schedule
Conclusion of
Phase I
Description
Job Description
Trainer
Notebook
Skill/
Knowledge
Probable Duration: One Day
Phase I – Welcome to the position
Date / Training
Completed
Trainer’s
Initials
Purpose: The purpose of this program is to introduce the Social Media Coordinator to the practice and bring them into the hospital’s
philosophy of care and service. Through this program, the Social Media Coordinator will become familiar with the day-to-day operations, management, and standards of care within our hospital.
Although a probable duration is stated for each phase of training, these are meant only as a guide and neither the trainer nor the
trainee should sign off on a phase until they feel that they fully understand and are comfortable performing all the job tasks listed.
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Create methods to keep up to date with trends in social media
Create methods to educate and monitor team members regarding
social media policies
Discuss methods to strategize and educate all management team
and team members regarding incorporating social media into the
practice
Create a plan for a standard of communication and frequency for
social media posts
Trends
Policies
Incorporation
Communication
Description
Demonstrate methods to increase visibility in the community and on
the internet via search engine optimization (SEO)
Trainer
_______________
Date
Visibility
Skill/
Knowledge
Probable Duration: One-Two Weeks
Phase II – Skills or areas covered
________________
Employee (Trainee)
Date / Training
Completed
Trainer’s
Initials
My signature below signifies that I have completed Phase I of the Social Media Coordinator Phased Training Program and that I
fully understand all concepts covered and I am comfortable in my knowledge and ability to perform the procedures introduced in
Phase I of this program.
Phase I of Training Complete
Support materials
• Create a plan to build a bridge with the community
• Guide team member on listening and engaging the community
• Demonstrate participating in all conversations, even if critical/
negative/accusatory
Create a plan for:
• Updating the blog
• Posting online
• Creating and promoting newsletters
Create guidelines for when it is necessary to include management
regarding posts that are inappropriate
Create a plan to improve the client/community experience.
Review of Phase II of training program. Trainee is asked if he or
she has any questions or needs further training on any part of
Phase II. Trainee signs off on Phase II.
Community
Updates
Interactions
Experience
Conclusion of
Phase II
Description
Manage and link a variety of social media content
• Website
• Blogs
• Twitter
• YouTube
• Facebook
• Etc.
Trainer
Integration
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
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318
________________
Employee (Trainee)
_______________
Date
My signature below signifies that I have completed Phase II of the Social Media Coordinator Phased Training Program and that I
fully understand all concepts covered and I am comfortable in my knowledge and ability to perform the procedures introduced in
Phase II of this program.
Phase II of Training Complete
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Use this area for any comments you have concerning this phase of your training. This will help us to improve our training systems
and ensure that adequate training is provided to you. Your comments will be read by the management of the practice and kept in
your confidential employee file.
Trainee Comments - Phase II
Support materials
Hire Date ___________
Provide employee with personal storage space. Discuss protection
of personal property at work
Orientation – Provide a detailed hospital tour which points out
emergency exits, eye wash station, employee restrooms and employee break room.
Identify the exam rooms, kennel, surgery/treatment area, pharmacy, radiology, etc. and what each area is used for.
Introduce employee to doctors and other team members. Identify
trainee’s immediate supervisor.
Personal Storage
Hospital Orientation and Tour
Introductions
Description
Show employee parking area.
Trainer
Parking
Skill/
Knowledge
Probable Duration: One Day - Two Days
Phase I - Welcome to Our Practice!
Date / Training
Completed
Trainer’s
Initials
Although a probable duration is stated for each phase of training, these are meant only as a guide and neither the trainer nor the
trainee should sign off on a phase until they feel that they fully understand and are comfortable performing all the job tasks listed.
Purpose: The purpose of this program is to introduce the Veterinary Technician to the practice and bring them into the hospital’s
philosophy of care and service. Through this program, the new Technician will become familiar with the day-to-day operations, management, and standards of care within our hospital
Employee (Trainee) Name ___________
VETERINARY TECHNICIAN
PHASED TRAINING PROGRAM
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Give employee an empty notebook for training notes
☐P
resent employee with Veterinary Technician job description.
☐R
eview general expectations for the position, as well as protocol for annual review.
☐P
resent employee with a blank performance evaluation form
☐R
eview the hospital’s management structure (i.e. hierarchy of
authority)
☐R
eview the veterinary technician duties to be completed daily
Present employee with hospital procedures manual. Make sure
the At-Will Employment acknowledgement and acknowledgement
that manual has been reviewed and read forms are signed by the
employee and placed in their personnel file.
Review benefits and effective dates.
Notebook
Job Description
Hospital Procedures Manual
Benefits
Description
Complete Required Forms
☐ W-2 form
☐ I -9 form
☐V
erify Social Security card & driver’s license as required by I-9
☐C
omplete all required new-hire forms
☐O
ther
(Note: All forms are to be kept in confidential personnel file, under
lock and key. All current I-9 forms should be kept in a separate file
under lock and key.)
Trainer
Required Forms
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
Support materials
Demonstrate operation of time clock. Explain procedure for clocking in/out.
☐ Discuss timeliness and attendance expectations
☐S
how employee the proper protocol for submitting a request
for days off form and how work schedules are presented and
posted.
Conduct OSHA training. Explain OSHA standards, MSDS sheets, etc.
☐ Give employee handout regarding safety
☐ Complete OSHA test.
☐ Inform team member what they are to do if an OSHA officer
shows up and ask for a tour of the practice
☐ Make sure they know the practice OSHA safety officer’s/coordinator’s name.
Present team member with a uniform. Review hospital dress
standards.
Trainee to observe (senior) Veterinary Technician. (At least for 1
hour)
Learn basic animal handling principles. Before signing off, trainee
must demonstrate proper animal handling with at least two
patients.
Time clock and
Employee Schedules
OSHA Training
Uniforms
Observe Position
Basic Animal
Handling
Description
Present employee with copy of phase training program. Explain
protocol (trainee to sign off on each phase, if trainee has questions--ask, etc.). The program should be carried on their person
until training is completed in its entirety.
Trainer
Phased Training
Program
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
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Date / Training
Completed
Trainer’s
Initials
________________
Employee (Trainee)
_______________
Date
My signature below signifies that I have completed Phase I of the Veterinary Technician Phased Training Program and that I fully
understand all concepts covered and I am comfortable in my knowledge and ability to perform the procedures introduced in Phase I
of this program.
Phase I of Training Complete
Review of Phase I of training program. Trainee is asked if he/she
has any questions or needs further training on any part of Phase I.
Conclusion of
Phase I
Description
Explain hospital’s standards of cleanliness. Discuss danger in
using bleach and that bleach should NEVER be mixed with ammonia.
Trainer
Cleanliness
Skill/
Knowledge
Support materials
Review:
☐ Above presented materials with trainee
☐O
ther ___________
Demonstrate how to log on and off the computer properly.
☐ Review company policy regarding computer use and password
maintenance/usage.
Medical Records and Patient Visit Forms
Explain how our medical records are organized and show how to
read patient visit forms. Show how to look up information in the
computer.
Explain the proper way clients and their pets are to be greeted
and treated when they come to the practice.
Review procedure for out-patient appointments
Discuss procedures for obtaining and recording patient history
Review
Materials
Logging On/Off
Veterinary
Knowledge
Greeting Clients
Outpatient appointments
Patient History
Description
Present trainee with veterinary educational materials to review.
☐ Present Trainee with the Common Medical Terminology Abbreviation handout.
☐V
accination protocol
☐O
ther client education materials
☐O
ther __________
Trainer
Reference
Materials
Skill/
Knowledge
Phase II Duration: One Week - Two Weeks
Phase II
Date / Training
Completed
Trainer’s
Initials
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Safety in the Exam Room and Laboratory Area
Discuss vaccine protocol
☐ Provide vaccination schedules for dogs and cats; review how to
discuss them with clients
☐ Review protocol for proper vaccines for each animal and when
to use them (DHPP, DHLPP, etc)
Learn the flea products the practice uses, the flea lifecycle, and be
able to recommend a total flea control program
Learn what handouts are available and be prepared to use them
appropriately with clients
Explain how end of life appointments are scheduled and how
greeter should anticipate and prepare for these types of appointments.
Learn the procedure for discharges
Maintenance
Review cleaning protocol for exam rooms, lab and treatment
areas. Learn maintenance protocol for hospital equipment.
Explain procedure for controlling odors.
Safety
Exam Room/
Vaccines
Exam Room/ Client Education
Exam Room/ Client Education
End of Life Appointments
Exam Room/
Discharge
Physical Plant
Maintenance
Controlling
Odors
Description
Obtaining Weights and Temperatures
Review the use of the scale, taking temperatures, and where this
information should be noted.
Trainer
Veterinary
Procedures
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
Support materials
Explain procedures for checking-in a boarding patient. Before
signing off, trainee must demonstrate by checking-in at least two
boarders.
Preparing Prescription Medications
☐ Show how to properly dispense and label drugs and medications.
☐P
rint out prescription labels and apply charges to clients’
invoices. (All prescription drugs and medications are to be
labeled.)
☐D
ocument the controlled drug log and
☐O
bserve proper drug security measures.
Review proper procedure for technician appointments
Review the procedure for surgery / drop-off check-ins
Review the locations of surgical instruments and supplies
Explain how anesthesia machines work
☐ Demonstrate proper procedures for patient anesthetization
and proper monitoring during procedures
☐D
emonstrate ability to calculate / administer anesthetic drugs
and intubate patients
Check-in Boarders
Pharmacy
Appointments
Surgery drop-off/
check-in
Surgery
Anesthesia
machines
Anesthesia
Description
Explain procedure for minimizing noise pollution. (e.g. barking
dogs are escorted to a private area or an exam room). Explain
proper use of ear plugs.
Trainer
Noise Pollution
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
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Demonstrate how to clean and polish teeth with cavitron and
prophy angle, and know how to scale teeth by hand. Demonstrate
how to take before and after dental pictures.
Demonstrate and discuss veterinary technician’s assistance in the
following procedures:
☐ Diagnostic
☐M
edical
☐S
urgical
Show how to safely restrain patients
☐ Discuss precautions
☐D
emonstrate positions
Review how to express anal glands with gloved hand
Explain how to administer various enemas
Review how to clean and medicate ears
☐ Review placement of IV catheters
☐ Demonstrate ability to calculate rate of IV fluid administration
Dental
Assist during
procedures
Restrain
Anal Gland
Enemas
Ears
IV Catheters
Description
Discuss and demonstrate the procedures to assure that monitoring and support equipment are in good working condition
☐ Anesthetic machines
☐C
ardiac monitors
☐S
copes
☐B
reathing apparatus
Trainer
Surgery support
equipment
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
Support materials
Discuss inventory:
☐ Maintenance of appropriate supplies
☐ Reorder and applicable inventory management/control
systems
Discuss marketing to clients
☐ Discuss how to promote the practices products, programs and
services.
☐E
xplain the use of passive marketing
☐E
nsure that employee gains a technical knowledge of products
sold
Review of Phase II of training program. Trainee is asked if he or
she has any questions or needs further training on any part of
Phase II. Trainee signs off on Phase II.
Inventory
Marketing
Conclusion of
Phase II
Description
Demonstrate proper methods of cleaning, maintaining and sterilizing instruments, equipment and materials.
Trainer
Equipment
cleaning
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
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Employee (Trainee)
_______________
_______________
Date
My signature below signifies that I have completed Phase II of the Veterinary Technician Phased Training Program and that I fully
understand all concepts covered and I am comfortable in my knowledge and ability to perform the procedures introduced in Phase II
of this program.
Phase II of Training Complete
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Use this area for any comments you have concerning this phase of your training. This will help us to improve our training systems
and ensure that adequate training is provided to you. Your comments will be read by the management of the practice and kept in
your confidential employee file.
Trainee Comments - Phase II
Support materials
Bloodwork
Demonstrate procedures for running different blood in-house
tests.
☐ Explain how to process laboratory samples for send-out testing
☐R
eview of the various reference labs and how to send the
proper sample to the appropriate lab
☐R
eview expectations for entering charges of send out lab work
☐R
eview how to enter and charge (ie, mark up) for a lab test
that is not listed in the computer
Demonstrate how to operate various analyzers and take the
proper samples and preparation for each one
Review with veterinary technician the healthcare recommendations to answer client questions and provide education:
☐ Vaccines
☐ Flea and heartworm
Bloodwork
Laboratory
Procedures
Laboratory
Preventive
Healthcare
Description
Review various laboratory procedures:
☐ Set up and read fecal floats and direct smears
☐O
btain, stain and read ear smears
☐U
rinalysis (macro & micro exam)
☐F
eLV/FIV snap test and Parvo test
☐H
eartworm test
Trainer
Laboratory
Procedures
Skill/
Knowledge
Probable Duration: One Week
Phase III
Date / Training
Completed
Trainer’s
Initials
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Discuss and demonstrate radiograph taking techniques
☐ Proper handling of patients for radiographs
☐P
roper positioning of patients
☐E
xplanation of anatomy and views
—V/D, LAT, A/P, etc
—Abdomen, cranial, lumbar, etc
☐R
adiograph log
Discuss radiology processing
☐ Folders
☐F
ilm and cassettes
Discuss radiology processing
☐ Folders
☐F
ilm and cassettes
Show how to file radiographs
☐ Explanation of filing system
☐L
ocation of files, films and relevant supplies
Radiology Techniques
Radiology Room
Radiograph
Developing
Radiographs
☐ Dental
☐S
enior wellness
☐S
pay and Neuter
Description
Orientation:
☐ Employee is to read and sign off on radiology hospital manual
☐ I ssue radiation badge
☐D
emonstration of radiology equipment and proper use
Trainer
Radiology Orientation
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
Support materials
Review of Veterinary Procedures
Trainer to review basic procedures such as:
☐ bandage/splint application,
☐g
iving injections (all types),
☐ IV fluids, sterilizing instruments,
☐ s uture removal, etc.
Make a list of hospital procedures to ensure that trainee has been
educated in all standard procedures.
(Duration and intensity of training will depend on trainee’s current level of education and expertise.)
Demonstrate procedure for entering charges
Show proper disposal of contaminated items
• Sharps containers
• Hazardous liquids and solids
• Properly dispose of euthanized/deceased animals
Demonstrate how to dispense and log controlled substances
Practice Exam Room Protocol
Trainee to handle all exam room visits with a senior tech’s direct
supervision. (At least two days)
Review of Phase III of training program. Trainee is asked if he
or she has any questions or needs further training on any part of
Phase III. Trainee signs off on Phase III.
Veterinary Procedures
Entering
charges
Disposal of
contaminated
Items
Controlled Substances
Exam Room
Protocol
Conclusion of
Phase III
Description
☐ Show how to process radiographs; review different positioning techniques
☐ Explain how to properly measure for radiographs
Trainer
Radiology
Skill/
Knowledge
Date / Training
Completed
Trainer’s
Initials
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Employee (Trainee)
________________
_______________
Date
My signature below signifies that I have completed Phase III of the Veterinary Technician Phased Training Program and that I fully
understand all concepts covered and I am comfortable in my knowledge and ability to perform the procedures introduced in Phase
III of this program.
Phase III of Training Complete
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Use this area for any comments you have concerning this phase of your training. This will help us to improve our training systems
and ensure that adequate training is provided to you. Your comments will be read by the management of the practice and kept in
your confidential employee file.
Trainee Comments - Phase III
Support materials
Daily Hospital Rounds
• Work with the hospital attendant on daily rounds of hospitalized patients.
• Treat surgical patients from the previous day.
• Follow through on treatments requested by the doctor.
• Document the medical record, in-hospital tracking sheet and
treatment board.
Emergencies
• Learn procedures for setting up crash carts and assisting the
veterinarian during emergencies.
• Work with a surgical technician and/or senior technician (at
least two days).
Review of Phase IV of training program. Trainee is asked if he
or she has any questions or needs further training on any part of
Phase II. Trainee signs off on Phase IV.
Hospitalized
Patient Care
Assisting
Veterinarians/
Emergencies
Conclusion of
Phase IV
Description
Assisting During Surgical Procedures
• Learn procedures for assisting during surgery.
• Work with a surgical technician with increasing responsibility
(at least two days).
Trainer
Surgical Procedures
Skill/
Knowledge
Phase IV Duration: One - Two Weeks
Phase IV:
Date / Training
Completed
Trainer’s
Initials
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________________
Employee (Trainee)
_______________
Date
My signature below signifies that I have completed Phase IV of the Technician Team Leader Phased Training Program. I believe that
I fully understand the concepts covered and I am comfortable in my knowledge and ability to perform the procedures introduced in
Phase IV.
Phase IV of Training Complete
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Use this area for any comments you have concerning this phase of your training. This will help us to improve our training systems
and ensure that adequate training is provided to you. Your comments will be read by the management of the practice and kept in
your confidential employee file.
Trainee Comments - Phase IV
Support materials
Complete Required Forms
☐ W-2 form
☐ I-9 form
☐ Copy of veterinary medical licens
☐ Verify Social Security card & driver’s license as required for I-9
Introduce new associate to doctors and other healthcare team members. Identify associate’s immediate supervisor.
Provide a detailed hospital tour/introductions:
☐ Point out emergency exits
☐ Eye wash station
☐ Employee restrooms
☐ Office or personal workspace for paperwork, phone calls, etc.
☐ Lounge or break areas
☐ Refreshment centers
☐ Storage for personal items
Show associate team member parking area
Description
Week 1 - Day I - Welcome to Our Practice!
Facilitator
Date Completed
Purpose: The purpose of this program is to introduce the associate veterinarian to the practice and bring them into the hospital’s
philosophy of care and service. Through this program, the new associate will become familiar the day-to-day operations, management, and standards of care within our hospital.
Veterinarian Name _____________ Hire Date _____________
ASSOCIATE VETERINARIAN
PHASED TRAINING PROGRAM
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Present associate with:
☐ White jackets/lab coats with name embroidered and/or name badge
☐ Business cards
☐ Keys (Practice, office, controlled lock box, etc): ______________________________________
☐ Equipment: _________________________________
☐ ____________________________________________
☐ ____________________________________________
Explain the proper protocol for submitting a request for days off and how the schedules are
presented and posted
Review benefits and effective dates.
Present associate with hospital procedures manual. Make sure the At-Will Employment
acknowledgement and acknowledgement that manual has been reviewed and read forms
are signed by the employee and placed in their personnel file.
Review of Hospital Policies Pertaining to the Associate Doctor
☐ Job description
☐ Phase training program
☐ Blank performance evaluation form.
☐ Review the practice’s management structure (i.e. hierarchy of authority).
☐ Review employment contract
☐ Review general expectations for the position, as well as protocol for annual reviews and
employment contracts
Give associate an empty notebook for training notes
☐ Complete all required new-hire forms
☐ Other ___________________________________
(Note: All forms are to be kept in confidential personnel file, along with the signed employment contract, under lock and key. All current I-9 forms should be kept in a separate file
under lock and key).
Description
Practice
Owner
Facilitator
Date Completed
Support materials
Facilitator
Date Completed
_____________
Associate
_____________
Date
My signature below signifies that I have completed Phase I of the Associate Phased Training Program and that I fully understand all
concepts covered and I am comfortable in my knowledge and ability to perform the procedures introduced in Phase I of this program.
Phase I of Training Complete
Review of Phase I of training program. Associate is asked if he/she has any questions or
needs further training on any part of Phase I. Associate signs off on Phase I.
☐ Route messages to doctors and other team members
Watch Lifelearn training CD “Enhancing your Telephone Skills”
Show proper way to:
☐ Answer phone,
☐ Take messages
☐ Place callers on hold
Associate to observe another associate (1 hour)
☐ Conduct OSHA training. Explain OSHA standards, MSDS sheets, etc.
☐ Give employee handout regarding safety and complete OSHA test.
☐ Inform team member what they are to do if an OSHA officer shows up and ask for a
tour of the practice.
☐ Make sure they know the practice OSHA safety officer’s/coordinator’s name.
Description
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Description
Introduction to Hospital Services Provided
☐ Boarding
☐ Doggy Day Care
☐ Grooming
☐ Behavioral training
☐ Holistic medicine
☐ Nutritional counseling
☐ Obedience classes
☐ Other _______
Customer Service Standards
Review and discuss hospital’s expectations for customer service:
☐ Returning calls (calls should be returned the same day)
☐ Reporting lab results (results should be reported within 24 hours of receipt)
☐ Discuss exceeding clients’ expectations (Perception of Value)
Hospital Standards
Review and discuss hospital standard recommendations for :
☐ Diagnostics,
☐ Heartworm prevention,
☐ Flea/tick meds and prevention,
☐ Prescription and maintenance diets, etc.
☐ Medical care plans
☐ Medical and surgical recalls
☐ Vaccine protocol
Week 1 - Days 2 through 5
Facilitator
Date Completed
Support materials
Description
Review of Phase II of training program. Associate is asked if he/she has any questions or
needs further training on any part of Phase II. Associate signs off on Phase II.
Have a lunch or dinner meeting with the owner-doctor and practice manager to discuss questions and concerns.
Spend one day shadowing associate doctors during office visits and surgery
☐ Spend one-half day with an RVT in lab area
☐ Spend one-half day with an RVT in surgery
Outpatient Office Visit Protocol
☐ Review the hospital’s protocol for outpatient office visits.
☐ Discuss the role exam room assistants during out-patient visits.
☐ Review how exam room report cards are used
☐ Review how medical care plans (estimates) are used in client communication.
☐ Review how travel sheet is to be filled out
☐ Review outpatient admittance procedure
Filing / Computer Systems
Review organization of client/patient files and the medical record filing system. Show location
of baskets for files that require follow-up, medical recalls, etc.
Intro to the Computer System
Learn the basics of the computer system:
☐ Log in and out,
☐ On-line record retrieval,
☐ Client and patient records.
☐ Provide computer password.
☐ Set up training modules for veterinary software
Facilitator
Date Completed
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_____________
Associate
_____________
Date
My signature below signifies that I have completed Phase II of the Associate Phased Training Program and that I fully understand
all concepts covered and I am comfortable in my knowledge and ability to perform the procedures introduced in Phase II of this
program.
Phase II of Training Complete
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Use this area for any comments you have concerning this phase of your training. This will help us to improve our training systems
and ensure that adequate training is provided to you. Your comments will be read by the management of the practice and kept in
your confidential employee file.
Associate Comments - Phase II
Support materials
Description
Medical Protocols
Become familiar with
☐ Pain management
Hospital Equipment
Become familiar with
☐ In house laboratory
☐ Anesthesia monitoring
☐ Radiology
☐ Dental equipment
☐ Other diagnostic equipment
Further Training on the Computer System
In-depth training on:
☐ Recall and reminder system
☐ Daily lists
☐ Service codes
☐ Inventory codes
Fee Charging Procedures
Thoroughly review use of:
☐ Flow of the travel sheet
☐ Charge sheets
☐ Patient visit form
☐ In-hospital tracking form
☐ Surgical usage form
☐ Discuss discounting policy
☐ Charity Account
Week 2
Facilitator
Date Completed
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Review of Phase III of training program. Associate is asked if he/she has any questions or
needs further training on any part of Phase III. Associate signs off on Phase III.
Have a lunch or dinner meeting with the owner-doctor, practice manager and possibly other
associates for discussion
Review selected cases
The new doctor should prepare a list of any additional items desired for discussion with the
owner-doctor
Review the medications, inventory, and client information/handouts available within the
practice.
Spend an additional two days shadowing other veterinarians
Marketing to clients
☐ Discuss how to promote the practices products, programs and services.
☐ Explain the use of passive marketing
Ensure that associate gains a technical knowledge of products sold
Reference Labs
Become familiar with reference laboratories that the hospital uses
☐ Senior wellness
☐ Dental grading
☐ Spay/Neuter
☐ Hospitalized cases
☐ Anesthesia protocol
☐ Controlled Substance log
☐ Other medical care plans
Description
Facilitator
Date Completed
Support materials
_____________
Associate
_____________
Date
My signature below signifies that I have completed Phase III of Associate Phased Training Program and that I fully understand
all concepts covered and I am comfortable in my knowledge and ability to perform the procedures introduced in Phase II of this
program.
Phase III of Training Complete
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Use this area for any comments you have concerning this phase of your training. This will help us to improve our training systems
and ensure that adequate training is provided to you. Your comments will be read by the management of the practice and kept in
your confidential employee file.
Associate Comments - Phase III
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Description
Facilitator
Date Completed
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Use this area for any comments you have concerning this phase of your training. This will help us to improve our training systems
and ensure that adequate training is provided to you. Your comments will be read by the management of the practice and kept in
your confidential employee file.
Associate Comments - Weeks 3 and 4
Owner-doctor to review cases. Final review of procedures.
Discuss the hospital’s procedure to request Continuing Education
Discuss the hospital’s procedure for submitting requested days off or calling in
Manager to track medical records and charge sheets to ensure effective usage.
Discuss the process the hospital follows regarding client complaints
Review case management, surgery, hospitalization
Begin performing surgeries
☐ New associate is shadowed through a variety of procedures
Begin seeing scheduled appointments
☐ New associate is shadowed for 1 day by a senior associate or owner
Weeks 3 and 4
Support materials
Description
_____________
Date
Annual
Owner-doctor to conduct performance evaluation. Discuss compensation and other issues.
Renew and sign annual contract.
Monthly or Quarterly
Provide the associate veterinarian with feedback. Discuss production figures, ADTs, and
current projects or concerns
Bi-Weekly
Veterinarians meetings to discuss case management, medical issues, problems, etc.
On-going
Associate
_________
Facilitator
Date Completed
My signature below signifies that I have completed Weeks 3 and 4 of the Associate Phased Training Program and that I fully understand
all concepts covered and I am comfortable in my knowledge and ability to perform the procedures introduced in weeks 3 and 4 of this
program.
Weeks 3 and 4 of Training Complete
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PRACTICE MANAGER
PERFORMANCE EVALUATION
Employee Data
Name: _____________
Job Title: _____________
Hire Date: _____________
Date in Position: _____________
Review Period: _____________ to _____________
Prepared by: _____________
Date Prepared: _____________
The evaluator’s immediate supervisor and Human Resources must review the contents of the evaluation before the performance review session is conducted with the
employee.
Next Level of Approval: _____________ Date: _____________
HR Approval: _____________ Date: _____________
I participated in this Employee Performance Evaluation with my supervisor on the
date indicated. The content of this review has been discussed with me in detail. My
signature indicates knowledge and understanding of the contents of the appraisal and
does not necessarily imply agreement.
Employee Signature: _____________ Date: _____________
Evaluator Signature: _____________ Date: _____________
RATING GUIDE
Excellent- Almost always exceeds expectations; quality of work
is highest caliber; greatly exceeds required job criteria
9-10 points
Very Good- Performance almost always meets expectations and
exceeds expectations on occasion; always above average work;
fulfills job criteria very well; requires minimal supervision
7-8 points
Adequate- Performs to expectations most of the time; satisfactory most of the time; fulfills job criteria adequately
5-6 points
Needs Improvement- Does not perform to expectations;
satisfactory only on occasion; significant improvement should
be achieved to fulfill job criteria; requires more than normal
amount of supervision.
3-4 points
Unsatisfactory - Almost never performs as expected; lacks any
proficiency; major improvement is required in order to fulfill job
criteria. If improvement is not met in specified time period, job
termination may result.
0-2 points
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OPERATIONAL RESPONSIBILITIES AND OBJECTIVES
(To be completed and signed at the beginning of rating period.)
Briefly describe the major expectations, responsibilities, objectives, goals or assignments and position standards for the coming review period. Assign each objective A, B
or C priority and a target completion date.
Actual Achievements
(To be completed and signed at the beginning of rating period.)
Describe the employee’s performance and results achieved on those previously agreedupon objectives, position standards and responsibilities as listed at the beginning of
the rating period.
1. Objective:
Priority (circle one): A B C
Target Completion Date:
Achievement:
(1) Unsatisfactory (4) Very Good 2. Objective:
(2) Needs Improvement
(5) Excellent
(3) Adequate
Priority (circle one): A B C
Target Completion Date:
Achievement:
(1) Unsatisfactory (4) Very Good 3. Objective:
(2) Needs Improvement (3) Adequate
(5) Excellent
Priority (circle one): A B C
Target Completion Date:
Achievement:
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(1) Unsatisfactory (4) Very Good 4. Objective:
(2) Needs Improvement (3) Adequate
(5) Excellent
Priority (circle one): A B C
Target Completion Date:
Achievement:
(1) Unsatisfactory (4) Very Good 5. Objective:
(2) Needs Improvement (3) Adequate
(5) Excellent
Priority (circle one): A B C
Target Completion Date:
Achievement:
(1) Unsatisfactory (4) Very Good 348
(2) Needs Improvement (3) Adequate
(5) Excellent
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MANAGEMENT PRACTICES
(Based on the individual’s effectiveness and sensitivity as a manager, complete the
following evaluation summations. Assign each factor A, B or C priority.)
ACCOUNTABILITY
Priority (circle one): A
B
C
Accepts responsibility for decisions, whatever the outcomes are. Constructively questions why we do things certain ways. Looks for and evaluates alternatives. Solicits
and encourages ideas from subordinates, peers, superiors, etc. Acknowledges originators of ideas. Seeks greater responsibility, but not to a fault. Is a decision maker. Requires little supervision. Is self-confident. Recommends actions. Acts in boss’s absence.
Resists group pressure in defense of convictions.
Evaluation Summation:
(1) Unsatisfactory (4) Very Good ANALYSIS
(2) Needs Improvement (3) Adequate
(5) Excellent
Priority (circle one): A
B
C
Analyzes and identifies problems, secures relevant information, relates data from
different sources, identifies possible causes of problems and takes corrective action.
Develops alternate courses of action and makes decisions based on logical assumptions and factual information.
Evaluation Summation:
(1) Unsatisfactory (4) Very Good (2) Needs Improvement (3) Adequate
(5) Excellent
ASSERTIVENESS (not aggressiveness)Priority (circle one): A B C
Is direct, honest, behaves appropriately and does not step on others in the process.
Allows for full utilization of all resources. Stands up for personal rights and expresses
thoughts, feelings and preferences in a way that is direct, honest, appropriate and
does not violate the rights of others. Assertiveness involves respect instead of deference. Assertiveness involves two kinds of respect: 1) self respect—expression of rights,
humanness, without feeling guilty (not to be confused with egotism, which is a position of superiority rather than equality); and 2) respect for the rights of others—expression that is fair to others and does not limit their power to exercise their rights.
Evaluation Summation:
(1) Unsatisfactory (4) Very Good (2) Needs Improvement
(5) Excellent
(3) Adequate
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BUDGET
Priority (circle one): A B C
Plans responsibly for department budgeted areas through careful projection of future
expenses, monitoring of ongoing expenditures and a continual demonstration of commitment to cost effectiveness and cost savings.
Evaluation Summation:
(1) Unsatisfactory (4) Very Good (2) Needs Improvement
(5) Excellent
(3) Adequate
COMMITMENT TO PRACTICE GOALSPriority (circle one): A B C
Is familiar with and displays support for corporate goals and objectives. Communicates the practice vision to peers and subordinates and enlists support for achievement of these goals. Examines the value of projects/tasks in relation to how the
project/task will help fulfill achievement of corporate goals before implementation is
underway. Seldom hesitates to give whatever extra effort is necessary to meet desired
goals and objectives.
Evaluation Summation:
(1) Unsatisfactory
(4) Very Good
(2) Needs Improvement
(5) Excellent
COMPENSATION
(3) Adequate
Priority (circle one): A
B
C
Recognizes and provides for direct relationship between individual employee performance and compensation; plans for and allocates compensation dollars in a fair and equitable manner using sound managerial judgment in the application of the guidelines.
Employees receive timely review and merit increase.
Evaluation Summation:
(1) Unsatisfactory
(4) Very Good (2) Needs Improvement
(5) Excellent
(3) Adequate
ENTREPRENEUR/RISK TAKING Priority (circle one): A B C
Thinks independently and acts corporately. Takes calculated risks. Makes difficult
commitments. Makes good decisions with limited facts when necessary.
Evaluation Summation:
(1) Unsatisfactory
(4) Very Good (2) Needs Improvement
(5) Excellent
INTERNAL CLIENT SERVICE/SATISFACTION
(3) Adequate
Priority (circle one):
A B C
Consults with internal resources. Measures and reports on internal client satisfaction. Identifies the clients and their goals and needs. Is sensitive to how others are
impacted by what the department does or decisions that are made.
Evaluation Summation:
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(1) Unsatisfactory
(4) Very Good (2) Needs Improvement
(5) Excellent
(3) Adequate
LEADERSHIP
Priority (circle one): A B C
Utilizes appropriate management practices and methods in guiding individuals or
groups toward task and accomplishment. Focuses on the end result, does not get lost
in the tasks, and maintains a vision of the goal.
Evaluation Summation:
(1) Unsatisfactory
(4) Very Good (2) Needs Improvement
(5) Excellent
(3) Adequate
MANAGEMENT DEVELOPMENT Priority (circle one): A
(Self, Subordinates, Peers, Supervisors)
B C
Selects good people by establishing thorough, job-related selection criteria and carefully screens to meet those criteria. Trains employees by having development plans in
effect for subordinates and self. Coaches and makes available training opportunities
and necessary resources. Informs employees of the practice’s expectations, performance assessment process and employee development plans. Executes organizational
planning, effective replacement or succession planning and growth-need planning.
Evaluation Summation:
(1) Unsatisfactory
(4) Very Good (2) Needs Improvement
(5) Excellent
(3) Adequate
MEETINGS
Priority (circle one): A B C
Conducts meetings and appropriately utilizes “decks”. Clearly defines the meeting
purpose and objective. Plans an agenda, summarizes meeting results and follows
up with delegated tasks. Participation: punctual, commits to goal of meeting, makes
participative contributions.
Evaluation Summation:
(1) Unsatisfactory
(4) Very Good (2) Needs Improvement
(5) Excellent
PROACTIVE PLANNING AND ORGANIZATION
(3) Adequate
Priority (circle one):
A B C
Anticipates alternate events and establishes courses of action for self and/or others to
accomplish specific objectives; plans proper assignments of personnel and/or appropriate allocation of resources. Makes active attempts to influence events to secure organizational supplies, resources or information to achieve objectives. Utilizes subordinates
and other resources effectively. Allocates decision-making and other responsibilities to
the appropriate subordinates.
Evaluation Summation:
(1) Unsatisfactory
(4) Very Good (2) Needs Improvement
(5) Excellent
(3) Adequate
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PROFESSIONALISM
Priority (circle one): A B C
Patient, calm, empathetic, resolute, positive, courageous, dependable, committed to
getting the job done, discrete. Image: appropriately attired, composed, punctual, a
communicator, knowledgeable of the business, involved in outside interests, selfconfident. Value system: has a value system compatible with the practice’s, supports
practice’s value system.
Evaluation Summation:
(1) Unsatisfactory
(4) Very Good (2) Needs Improvement
(5) Excellent
(3) Adequate
SAFETY
Priority (circle one): A B C
Recognizes the importance of safety concerns and guidelines, makes team aware of
same and holds them accountable for following safety procedures.
Evaluation Summation:
(1) Unsatisfactory
(4) Very Good (2) Needs Improvement
(5) Excellent
(3) Adequate
TEAMWORK
Priority (circle one): A B C
Works with others for the common good of all and tolerates differences. Strives to
set team and group objectives as well as individual objectives that are in concert
with overall practice objectives. Conducts team meetings for subordinates and peers
that serve to increase trust, mutual respect, motivation and growth. Is helpful and
supportive in daily contacts with subordinates and peers. Demonstrates enthusiasm
for practice goals. Demonstrates positive behavior by suggesting possible solutions,
alternatives and new methods. Focuses on “how-to”.
Evaluation Summation:
(1) Unsatisfactory
(4) Very Good (2) Needs Improvement
(5) Excellent
(3) Adequate
WORK DIRECTION
Priority (circle one): A B C
Provides information and encouragement necessary to get work done; advises and
counsels subordinates to help them initiate action to correct problems. Identifies what
needs to be done; sets priorities; matches people to jobs; delegates fairly; prepares necessary schedules and balances task requirements against work morale and workloads.
Evaluation Summation:
(1) Unsatisfactory
(4) Very Good (2) Needs Improvement
(5) Excellent
(3) Adequate
OVERALL PERFORMANCE
Priority (circle one):
RATING
A B C
The rating should be based on performance in all areas of responsibility since the last review.
(1) Unsatisfactory
(2) Needs Improvement
(3) Adequate
(4) Very Good (5) Excellent
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COMMENTS ON LEVEL CHOSEN AND PERFORMANCE-ORIENTED
STRENGTHS
Comments should consider demonstration of skills, abilities and efforts required to
achieve results, as well as exceptional circumstances that had an impact on results.
Describe the individual’s most significant performance-oriented strengths.
Areas where improvement in performance and effectiveness can be shown
by this individual:
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
Additional Comments:
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
Future Goals for Employee:
____________________________________________________
____________________________________________________
____________________________________________________
My employer and/or supervisor has reviewed this evaluation with me. I understand
the criteria on which I have been judged and my reviewer has discussed my goals for
the future.
Employee Signature: _____________ Date: _____________
I have completely reviewed this evaluation with my employee.
Supervisor Signature: _____________ Date: _____________
Employer Signature: _____________ Date: _____________
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RECEPTIONIST performance
EvalUATION
Name: _____________Date: _____________
Date of last review: ___________ Date of Employment: _________
Person preparing review: _____________
RATING GUIDE
Excellent- Almost always exceeds expectations; quality of work
is highest caliber; greatly exceeds required job criteria.
9-10 points
Very Good- Performance almost always meets expectations and
exceeds expectations on occasion; always above average work;
fulfills job criteria very well; requires minimal supervision.
7-8 points
Adequate- Performs to expectations most of the time; satisfactory most of the time; fulfills job criteria adequately.
5-6 points
Needs Improvement- Does not perform to expectations;
satisfactory only on occasion; significant improvement should
be achieved to fulfill job criteria; requires more than normal
amount of supervision.
3-4 points
If improvement is not met in specified time period, job termination may result.
0-2 points
JOB SKILLS
Job Knowledge: Possesses knowledge to perform assigned duties.
Quality: Demonstrates accuracy, thoroughness, and dependability.
Initiative: Seeks out new assignments and responsibility. Assists in
identifying and solving various problems related to how the hospital is
run. Brings ideas to the supervisor. The team member searches out new
tasks and expands his/her abilities professionally and personally.
Attendance: Demonstrates punctuality and dependability. Is consistently on time for all work periods and returning from breaks. Works
scheduled hours and is rarely absent. Clocks in and out appropriately.
Judgement: Able to discern when a pet should be seen and when
verbal information will solve the problem.
Appearance: Presents self as professional and dress reflects that
presentation to clients. Is always clean and well groomed and wears
appropriate uniform/clothing in accordance with job requirements.
Productivity: Is able to perform the job on a needed basis (i.e. phones,
clients). Performs clerical tasks, mailing, organizing reception area,
cleaning.
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Client Communications: Actively listens. Able to express thoughts
so the client understands the recommendations. Has considerable tact
and diplomacy.
Empathy: Shows empathy towards clients and their pets.
Record Keeping: Records patient and client information properly in
the records.
Marketing: Gives the client options as to what is available for the pet
and gives adequate information on products.
Telephone Skills: Answers the phone quickly and politely. Shows
ability to verbalize and communicate thoughts. Skillfully answers
telephone shopper inquiries following the hospital procedures for phone
shoppers. Screens calls and appropriately directs communication to the
proper team member or veterinarian.
Client Complaints: Possesses strong client service skills. Able to
maintain a professional manner when dealing with a complaint or
problem.
Attention to Detail: Completes tasks once started. Completes office
duties. Maintains appointment book. Demonstrates accuracy, thoroughness, neatness and dependability.
Veterinary Knowledge: Possesses knowledge to basic medical and
surgical conditions needed to convey information to the client and educate the client on preventative care.
Computer Competency: Is proficient in handling the various computer operations required on a daily basis. Is able to follow directions
on use, back-up, and trouble-shooting. Enters information accurately.
Runs reports, retrieves information, and updates client records timely
and accurately.
Teamwork: Works well with all team members and ensure that your
actions support the hospital, the doctors and the practice philosophy.
Hospital Procedures: Follows hospital policies regarding patient admittance, immunizations, discharges, etc. Provides proper instructions,
medications and enters reminders into the system.
Cash management: Accurately collect client fees, post and record
payments, make change, process credit card transactions and run end
of day transactions.
Autonomy: The team member works independently on assigned tasks
as well as accepts direction on given assignments.
OVERALL RATING ____________ TOTAL POINTS ____________
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Comments/Recommendations/Goals to Attain
This individual has demonstrated positive performance of growth and development in the following areas:
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
Areas where improvement in performance and effectiveness can be shown
by this individual:
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
Additional Comments:
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
Future Goals for Employee:
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
My employer and/or supervisor has reviewed this evaluation with me. I understand
the criteria on which I have been judged and my reviewer has discussed my goals for
the future.
Employee Signature: _____________ Date: _____________
I have completely reviewed this evaluation with my employee.
Supervisor Signature: _____________ Date: _____________
Employer Signature: _____________ Date: _____________
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Exam Room AssisTANT
PERFORMANCE EvalUATION
Name: _____________Date: _____________
Date of last review: ___________ Date of Employment: _________
Person preparing review: _____________
RATING GUIDE
Excellent- Almost always exceeds expectations; quality of work
is highest caliber; greatly exceeds required job criteria
9-10 points
Very Good- Performance almost always meets expectations and
exceeds expectations on occasion; always above average work;
fulfills job criteria very well; requires minimal supervision
7-8 points
Adequate- Performs to expectations most of the time; satisfactory most of the time; fulfills job criteria adequately
5-6 points
Needs Improvement- Does not perform to expectations;
satisfactory only on occasion; significant improvement should
be achieved to fulfill job criteria; requires more than normal
amount of supervision.
3-4 points
If improvement is not met in specified time period, job termination may result.
0-2 points
1. The employee greets each client cheerfully and professionally, establishing a rapport with both the client and the pet. The employee relates well to pets treating
each patient with skill, compassion and care.
Rating ____
2. The employee uses the pre-exam checklist to ensure that important medical needs
are not overlooked.
Rating ____
3. The employee shows “grace under pressure”? The employee handles the front
calmly and efficiently when it gets busy.
Rating ____
4. The employee addresses clients and pet by their names. The employee communicates with clients regarding the medical status of their pet, providing accurate
information concerning fees, hospital policies and procedures.
Rating ____
5. The employee is able to obtain laboratory samples or ensures that laboratory work
is performed by another team member when APPROPRATE. The employee is able
to utilize a fecal loop when necessary.
Rating ____
6. The employee gives injections, as directed by veterinarian - intravenous, intramuscular and subcutaneous as in accordance to state law.
Rating ____
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7. The employee is neat, thorough, and accurate in record-keeping and transactions.
Rating ____
8. The employee ensures that anything the doctor might need for the appointment
is available including anticipating and preparing any medications or vaccines the
doctor will need to treat the patient.
Rating ____
9. The employee is effective in marketing to and educating the client about vaccinations, parasite control, and other services and products that we provide. Exercises
a technical knowledge of products sold.
Rating ____
10. The employee spends time productively. The employee looks for additional tasks to
do.
Rating ____
11. The employee ensures that vaccination, procedures, notes etc have been documented in the medical record or into the computer. The employee ensures that all
procedures rendered during the visit are documented for proper billing.
Rating ____
12. The employee assists in identifying and solving various problems related to how
the hospital is run. Brings ideas to the supervisor. The employee searches out new
tasks and expands his/her abilities professionally and personally.
Rating ____
13. The employee competently performs routine duties as shown on their job description.
Rating ____
14. The employee keeps their work areas clean and neat, including the exam rooms
and waiting rooms. The employee keeps the exam rooms stocked.
Rating ____
15. The employee presents self as professional and dress reflects that presentation to
clients. Is always clean and well groomed and wears appropriate uniform/clothing
in accordance with job requirements.
Rating ____
16. The employee demonstrates punctuality and dependability. Is consistently on time
for all work periods and returning from breaks. Works scheduled hours and is
rarely absent. Clocks in and out appropriately.
Rating ____
17. The employee is able to observe animal appearance and activity for general physical condition, obvious signs of illness, disease and discontent.
Rating ____
18. The employee works well with all team members and ensures that your actions
support the hospital, the doctors, and the practice philosophy.
Rating ____
19. The employee is willing to assist others outside of their own job description.
Rating ____
20. The employee adapts to change and accepts new responsibilities well. The employee takes direction and criticism well.
Rating ____
Total Points __________________
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Comments/Recommendations/Goals to Attain
This individual has demonstrated positive performance of growth and development in the following areas:
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
Areas where improvement in performance and effectiveness can be shown
by this individual:
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
Additional Comments:
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
Future Goals for Employee:
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
My employer and/or supervisor has reviewed this evaluation with me. I understand
the criteria on which I have been judged and my reviewer has discussed my goals for
the future.
Employee Signature: __________________Date: __________________
I have completely reviewed this evaluation with my employee.
Supervisor Signature: __________________ Date: __________________
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Employer Signature: __________________Date: __________________
Additional Comments:
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
Action Recommended:
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
Employee Signature: __________________
Date: __________________
Date of next review: __________________
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KENNEL ASSISTANT
PERFORMANCE EVALUATION
Name: _____________Date: _____________
Date of last review: ___________ Date of Employment: _________
Person preparing review: _____________
RATING GUIDE
Excellent- Almost always exceeds expectations; quality of work
is highest caliber; greatly exceeds required job criteria.
9-10 points
Very Good- Performance almost always meets expectations and
exceeds expectations on occasion; always above average work;
fulfills job criteria very well; requires minimal supervision.
7-8 points
Adequate- Performs to expectations most of the time; satisfactory most of the time; fulfills job criteria adequately.
5-6 points
Needs Improvement- Does not perform to expectations;
satisfactory only on occasion; significant improvement should
be achieved to fulfill job criteria; requires more than normal
amount of supervision.
3-4 points
Unsatisfactory - Almost never performs as expected; lacks any
proficiency; major improvement is required in order to fulfill job
criteria. If improvement is not met in specified time period, job
termination may result.
0-2 points
HANDLING ANIMALS
Safe and effective handler. Is able to properly restrain animals for procedures. Shows
gentleness and compassion.
Rating ____
CLEANING
Keeps wards and cages clean and litter pans clean.
Rating ____
Keeps front office, parking lot and dumpster area clean and boxes broken down. Keeps
ward floors clean throughout the day. Keeps ward tops clean and straight; follows
protocol for window cleaning. Follow appropriate cleaning protocol for bathroom.
Rating ____
Follows proper laundry procedures. Keeps towels and blankets clean in a timely manner.
Rating ____
PROTOCOL
Properly admits and releases patients. Greets clients appropriately, records information on treatment board, places records in appropriate location. Assures that owner is
satisfied, notifies doctor or practice manager of any issues.
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Rating ____
Familiar with inventory systems, is able to stock the front office and treatment room.
Notifies the appropriate person when inventory needs reorder.
Rating ____
GROOMING
Is aware of the differences in shampoos and dips. Able to shampoo and dip properly.
Finishes baths in a timely manner. Monitors animals in cage dryer often.
Rating ____
Able to clip nails properly. Able to clean/flush ears. Able to express anal glands properly.
Rating ____
Makes proper notations on the record. Enters appropriate charges into the computer
system.
Rating ____
Does boarder brush-outs daily; Does safe clipping and shaving of mats. Keeps animals
clean while kenneled. Recognizes skin and flea problems; recognizes fleas/flea dirt.
Rating ____
PATIENT CARE
Able to medicate animals as directed.
Rating ____
Familiar with special diet specifications. Follows owner’s and doctor’s diet requests.
Follows proper feeding protocol and boarding sheets. Keeps fresh water available
throughout the day. Notifies doctor/technician promptly of appetite problems.
Rating ____
VETERINARY APTITUDE
Recognizes signs of illness in animals. Promptly notifies doctor/technician of problems.
Rating ____
Aids in generating lab results. Knows how to assist in emergencies. Technician duties
developed.
Rating ____
WORK HABITS
Has a good working knowledge of job functions.
Rating ____
Demonstrates accuracy, thoroughness, neatness and dependability. Produces quality
work on a regular basis. Completes tasks in a timely manner.
Rating ____
Assists in identifying and solving various problems related to how the hospital is run.
Brings ideas to the supervisor. The employee searches out new tasks and expands his/
her abilities professionally and personally.
Rating ____
Presents self as a professional and dress reflects that presentation to clients. Is
always clean and well groomed and wears appropriate uniform/clothing in accordance
with job requirements.
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Rating ____
Demonstrates punctuality and dependability. Is consistently on time for all work
periods and returning from breaks. Works scheduled hours and rarely absent. Clocks
in and out appropriately.
Rating ____
Works well with all team members and ensures that your actions support the hospital, the doctors, and the practice philosophy.
Rating ____
Comments/Recommendations/Goals to Attain
This individual has demonstrated positive performance of growth and development in the following areas:
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
Areas where improvement in performance and effectiveness can be shown
by this individual:
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
Additional Comments:
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
Future Goals for Employee:
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
My employer and/or supervisor has reviewed this evaluation with me. I understand
the criteria on which I have been judged and my reviewer has discussed my goals for
the future.
Employee Signature: __________________ Date: __________________
I have completely reviewed this evaluation with my employee.
Supervisor Signature: __________________ Date: __________________
Employer Signature: __________________ Date: __________________
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SOCIAL MEDIA COORDINATOR
PERFORMANCE EVALUATION
Name: _____________Date: _____________
Date of last review: ___________ Date of Employment: _________
Person preparing review: _____________
Purpose of this Employee Evaluation:
To take a personal inventory, to pin-point weaknesses and strengths and to outline
and agree upon a practical improvement program. Periodically conducted, these
evaluations will provide a history of development and progress.
Instructions:
Listed below are a number of traits, abilities and characteristics that are important
for success in business. Place an “X” mark on each rating scale in the box next to the
descriptive phrase, which most nearly describes the person being rated. (If this form is
being used for self-evaluation, you will be describing yourself.)
Carefully evaluate each of the qualities separately.
Two common mistakes in rating are: (1) A tendency to rate nearly everyone as “average” on every trait instead of being more critical in judgment. The rater should use
the ends of the scale as well as the middle, and (2) The “Halo Effect,” i.e., a tendency to
rate the same individual “excellent” on every trait or “poor” on every trait based on the
overall picture one has of the person being rated. However, each person has strong
points and weak points and these should be indicated on the rating scale.
ACCURACY - is the correctness of work duties performed.
☐ Makes
frequent
errors.
☐ Careless;
makes
recurrent
errors.
☐ Usually
accurate;
makes only
average
number of
mistakes
☐ Requires
little
supervision;
is exact
and precise
most of the
time.
☐ Requires
absolute
minimum of
supervision;
is almost
always accurate.
ALERTNESS - is the ability to grasp instructions, to meet changing conditions and
to solve novel or problem situations.
☐ Slow to
catch on.
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☐ Requires
more than
average
instructions
and explanations.
☐ Grasps
instructions
with average ability.
☐ Usually
quick to
understand
and learn.
☐ Exceptionally keen
and alert.
The Art of Veterinary Practice Management
CREATIVITY - has talent for having new ideas, for finding new and better ways of
doing things and for being imaginative.
☐ Rarely has
a new idea;
is unimaginative.
☐ Occasionally comes
up with a
new idea.
☐ Has average imagination; has
reasonable
number of
new ideas.
☐ Frequently
suggests
new ways
of doing
things; is
very imaginative.
☐ Continually
seeks new
and better
ways of doing things;
is extremely
imaginative
PERSONALITY - is an individual’s behavior characteristics or his/her personality
suitability for the job.
☐ Personality
unsatisfactory for this
job.
☐ Personality
questionable for this
job.
☐ Personality
satisfactory
for this job.
☐ Very
desirable
personality
for this job.
☐ Outstanding personality for
this job.
ATTENDANCE - is faithfulness in coming to work daily and conforming to work
hours.
☐ Often
absent
without
good excuse
and/or
frequently
reports for
work late.
☐ Lax in
attendance and/
or reporting
for work on
time.
☐ Usually
present and
on time.
☐ Very
prompt;
regular in
attendance.
☐ Always
regular and
prompt;
volunteers
for overtime
when
needed.
HOUSEKEEPING - is the orderliness and cleanliness in which an individual keeps
his work area.
☐ Disorderly
or untidy.
☐ Some
tendency to
be careless
and untidy
☐ Ordinarily
keeps work
area fairly
neat.
☐ Quite
conscientious about
neatness
and cleanliness.
☐ Unusually
neat, clean
and orderly.
DEPENDABILITY - is the ability to do required jobs well with a minimum of
supervision.
☐ Requires
close supervision; is
unreliable.
☐ Sometimes
requires
prompting.
☐ Usually
takes care
of necessary tasks
and completes with
reasonable
promptness
☐ Requires
little supervision; is
reliable.
☐ Requires
absolute
minimum
of supervision.
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DRIVE - is the desire to attain goals, to achieve.
☐ Has poorly
defined
goals
and acts
without
purpose;
puts forth
practically
no effort.
☐ Sets goals
too low;
puts forth
little effort
to achieve.
☐ Has average goals
and usually
puts forth
effort to
reach these.
☐ Strives
hard; has
high desire
to achieve.
☐ Sets high
goals and
strives
incessantly
to reach
these.
JOB KNOWLEDGE - is the information concerning work duties which an individual should know for a satisfactory job performance.
☐ Poorly
informed
about work
duties.
☐ Lacks
knowledge
of some
phases of
work.
☐ Moderately
informed;
can answer
most common questions.
☐ Understands all
phases of
work.
☐ Has
complete
mastery of
all phases
of job.
QUANTITY OF WORK - is the amount of work an individual does in a work day.
☐ Does not
meet
minimum
requirements.
☐ Does just
enough to
get by.
☐ Volume of
work is satisfactory.
☐ Very industrious; does
more than
is required.
☐ Superior work
production
record.
COURTESY - is the polite attention an individual gives other people.
☐ Blunt; discourteous;
antagonistic
☐ Sometimes
tactless.
☐ Agreeable
and pleasant.
☐ Always very
polite and
willing to
help.
☐ Inspiring
to others
in being
courteous
and very
pleasant.
OVERALL EVALUATION - in comparison with other employees that have performed this position previously or overall perception on this job;
☐ Definitely
unsatisfactory.
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☐ Substandard but
making
progress.
☐ Doing an
average job.
☐ Definitely
above average.
☐ Outstanding.
The Art of Veterinary Practice Management
COMMENTS:
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
Employee Signature __________________ Date __________________
Reviewer Signature __________________ Date __________________
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VETERINARY TECHNICIAN
PERFORMANCE EVALUATION
Name: _____________Date: _____________
Date of last review: ___________ Date of Employment: _________
Person preparing review: _____________
RATING GUIDE
Excellent- Almost always exceeds expectations; quality of work
is highest caliber; greatly exceeds required job criteria
9-10 points
Very Good- Performance almost always meets expectations and
exceeds expectations on occasion; always above average work;
fulfills job criteria very well; requires minimal supervision
7-8 points
Adequate- Performs to expectations most of the time; satisfactory most of the time; fulfills job criteria adequately
5-6 points
Needs Improvement- Does not perform to expectations;
satisfactory only on occasion; significant improvement should
be achieved to fulfill job criteria; requires more than normal
amount of supervision.
3-4 points
Unsatisfactory - Almost never performs as expected; lacks any
proficiency; major improvement is required in order to fulfill job
criteria. If improvement is not met in specified time period, job
termination may result.
0-2 points
ACCURACY AND THOROUGHNESS
1 The employee has a clear understanding of the job description and duties.
Rating ____
2. The employee grasps new skills quickly.
Rating ____
3. The employee demonstrates accuracy, thoroughness, neatness and dependability.
Rating ____
PRODUCTIVITY AND INITIATIVE
1. The employee spends time productively.
Rating ____
2. Assists in identifying and solving various problems related to how the hospital is
run.
Rating ____
3. Brings ideas to the supervisor. The employee searches out new tasks and expands
his/her abilities professionally and personally.
Rating ____
4. The employee performs housekeeping duties and keeps work area neat and clean.
Rating ____
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The Art of Veterinary Practice Management
5. The employee presents self as professional and dress reflects that presentation to
clients. Is always clean and well groomed and wears appropriate uniform/clothing
in accordance with job requirements.
Rating ____
6. The employee accepts responsibility well. The employee works well with little
supervision.
Rating ____
DEPENDABILITY AND COOPERATION
1. The employee demonstrates punctuality and dependability. Is consistently on time
for all work periods and returning from breaks. Works scheduled hours and is
rarely absent. Clocks in and out appropriately.
Rating ____
2. The employee is flexible with scheduling and fills in when needed.
Rating ____
3. The employee works well with all team members and ensure that your actions support the hospital, the doctors, and the practice philosophy.
Rating ____
4. The employee has taken the initiative to learn others’ jobs. The employee helps with
others’ jobs when needed.
Rating ____
5. The employee takes direction and criticism well.
Rating ____
PEOPLE SKILLS
1. The employee relates well to clients and patients. The employee receives, handles
and treats patients with skill, compassion and care.
Rating ____
2. The employee has strong communication and client service skills. The employee
shows considerable tact and diplomacy when dealing with difficult clients.
Rating ____
TECHNICIAN SKILLS
1. The employee is able to skillfully monitor patients during anesthesia, administer
fluids, assist in diagnosing, assist in surgery and assist in general and specialized
nursing care.
Rating ____
2. The employee accurately dispenses and administers medications and vaccines.
Rating ____
3. The employee is able to perform with accuracy and speed all laboratory tests/procedures. Pays close attention to instructions and quality control.
Rating ____
4. The employee ensures that vaccination, procedures, notes etc have been documented in the medical record or into the computer. The employee ensures that all
procedures rendered during the visit are documented for proper billing.
Rating ____
5. The employee markets the practice. The employee educates clients on services provided and products and medications sold including dietary products. The employee
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is knowledgeable and answers questions regarding product purchase/use.
Rating ____
Comments/Recommendations/Goals to Attain
This individual has demonstrated positive performance of growth and development in the following areas:
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
Areas where improvement in performance and effectiveness can be shown
by this individual:
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
Additional Comments:
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
Future Goals for Employee:
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
My employer and/or supervisor has reviewed this evaluation with me. I understand
the criteria on which I have been judged and my reviewer has discussed my goals for
the future.
Employee Signature: _____________ Date: _____________
I have completely reviewed this evaluation with my employee.
Supervisor Signature: _____________ Date: _____________
Employer Signature: _____________ Date: _____________
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The Art of Veterinary Practice Management
ASSOCIATE VETERINARIAN
PERFORMANCE EVALUATION
Name: _____________Date: _____________
Date of last review: ___________ Date of Employment: _________
Person preparing review: _____________
RATING GUIDE
Excellent- Almost always exceeds expectations; quality of work
is highest caliber; greatly exceeds required job criteria.
9-10 points
Very Good- Performance almost always meets expectations and
exceeds expectations on occasion; always above average work;
fulfills job criteria very well; requires minimal supervision.
7-8 points
Adequate- Performs to expectations most of the time; satisfactory most of the time; fulfills job criteria adequately.
5-6 points
Needs Improvement- Does not perform to expectations;
satisfactory only on occasion; significant improvement should
be achieved to fulfill job criteria; requires more than normal
amount of supervision.
3-4 points
Unsatisfactory - Almost never performs as expected; lacks any
proficiency; major improvement is required in order to fulfill job
criteria. If improvement is not met in specified time period, job
termination may result.
0-2 points
1. PUNCTUALITY: Demonstrates punctuality and dependability. Is consistently on
time for all work periods. Is able to be on time for all out calls.
Rating ____ Points ____
2. APPEARANCE: Presents self as professional and dress reflects that presentation
to clients. Maintains a clean, well groomed personal appearance. Keeps uniform
clean and in good repair.
Rating ____ Points ____
3. PERSONALITY: Personable. Greets clients in a warm, upbeat and positive tone of
voice and a smile.
Rating ____ Points ____
4. FOLLOW UP: Timely calls back/follows up with clients; recommends progress
visits when appropriate.
Rating ____ Points ____
5. COMMUNICATION SKILLS: Speaks to clients in “their own language.” Provides
clients with a clear understanding and realistic expectations regarding their pet’s
condition, prognosis, treatment and fees.
Rating ____ Points ____
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6. KNOWLEDGE: Possesses a broad base of knowledge and skills necessary to practice quality veterinary medicine.
Rating ____ Points ____
7. JUDGEMENT: Shows good judgment in patient assessment, diagnostic and therapeutic planning. Is able to identify and communicate this knowledge to others when
appropriate.
Rating ____ Points ____
8. PROFESSIONAL ATTITUDE: Remains calm in the midst of crisis situations.
Rating ____ Points ____
9. LEADERSHIP: Provides strong guidance and leadership to the healthcare team
that positively influences the level of care and service provided to the clients and
patients of the practice.
Rating ____ Points ____
10. RELATIONSHIP WITH LAY STAFF: Exhibits an ability to maintain a positive
relationship with lay staff while also commanding their respect and motivation.
Rating ____ Points ____
11. RECORD KEEPING: Complete and accurate in recording medical notations on
patient files. Takes time to ensure that no pertinent information is omitted from
client charts, inventory reorder book, controlled drug book, etc.
Rating ____ Points ____
12. FEE COLLECTIONS: Exercises appropriate care to secure deposits for hospitalized cases and communicates cost to clients in a comfortable and non-offensive
manner.
Rating ____ Points ____
13. CLIENT SATISFACTION: Meets the practice’s standards of quality for services
and of client satisfaction. Shows an ability to exercise sound judgment when faced
with difficult cases and/or client circumstances.
Rating ____ Points ____
14. HOUSEKEEPING: Keeps work areas orderly, neat and clean.
Rating ____ Points ____
15. TEAMWORK: Works well with all team members and ensures that your actions
support the hospital, the doctors, and the practice philosophy.
Rating ____ Points ____
16. INITIATIVE: Assists in identifying and solving various problems related to how
the hospital is run. Brings new ideas for improving the practice to the owner. The
associate searches out new tasks and expands his/her abilities professionally and
personally.
Rating ____ Points ____
17. ACCURACY: Demonstrates accuracy, thoroughness, neatness and dependability.
Rating ____ Points ____
18. MARKETING: The associate is effective in marketing to and educating the client
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The Art of Veterinary Practice Management
about vaccinations and other services and products that we provide. Exercises a
technical knowledge of products sold.
Rating ____ Points ____
19. TIME MANGEMENT: Possesses and utilizes good time management skills. Is
able to successfully multi-task in order to keep the flow of appoints progressing.
Rating ____ Points ____
20. COMPUTER SKILLS: Possesses strong computer skills in order to obtain and
enter client information, order laboratory and diagnostic tests and receive and
send email messages.
Rating ____ Points ____
OVERALL RATING _____
TOTAL POINTS _____
Comments/Recommendations/Goals to Attain
This individual has demonstrated positive performance of growth and development in the following areas:
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
Areas where improvement in performance and effectiveness can be shown
by this individual:
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
Additional Comments:
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
Future Goals for Employee:
____________________________________________________
____________________________________________________
____________________________________________________
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My employer and/or supervisor has reviewed this evaluation with me. I understand
the criteria on which I have been judged and my reviewer has discussed my goals for
the future.
Employee Signature: __________________ Date: __________________
I have completely reviewed this evaluation with my employee.
Supervisor Signature: __________________ Date: __________________
Employer Signature: __________________ Date: __________________
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The following employment agreement is provided as a format document only. The authors are not lawyers and do not present this document as a legal document. It is suggested that your final employment contract be reviewed by a lawyer in your state to insure enforceability and legality. INDIVIDUAL EMPLOYMENT AGREEMENT THIS AGREEMENT, signed this ___ day of , 20__ by and between [Practice Name], (the "Company"), a veterinary practice having its principle place of business at Street, City, State, Zip, and Associate Name, DVM, of Street, City, State, Zip (the "EMPLOYEE"). EMPLOYMENT AND BASIC EMPLOYEE DUTIES 1. The Company hereby employs the Employee and the Employee hereby accepts such employment as an associate veterinarian for the term and compensation provided in the following provisions of this Agreement. The Employee agrees that he/she will perform to the Company's satisfaction, such reasonable duties as may from time to time be determined by and assigned to him/her by the executive management of the Company. 2. The Employee represents that he/she has the necessary and adequate competency and ability to perform the duties as may be assigned to him/her by the executive management of the Company. The Employee also expressly agrees, as a condition of his/her employment during the term of this Agreement, that he/she will devote his/her entire working time, energies and skill to the exclusive service of the Company and to the satisfactory performance of his/her duties in the course of the Company's interests and agrees to accept and perform such other reasonable duties as may be assigned to him/her from time to time by the executive management of the Company. 3. The Employee holds a valid and unrestricted license to practice veterinary medicine in the State of ________ issued by the _________ Medical Board. The Employee has never had any Veterinary license held by him/her limited, withdrawn, suspended, curtailed or revoked in any state or jurisdiction, nor has the Employee ever been placed on probation by any veterinary medical licensing board. 4. The Employee possesses all appropriate certifications, registrations and approvals from the Federal Drug Enforcement Administration, and any other applicable federal or state agency necessary to prescribe and dispense drugs under applicable federal and state laws and regulations, and no such certification, registration or approval now or previously held by the Employee has ever been limited, withdrawn, suspended, curtailed, placed on probation or revoked. 5. The Employee has never been convicted of a felony or any crime involving moral turpitude, nor ever been a party to or the subject of any litigation Employment Agreement
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Associate Name / Practice Name
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relating in any way to veterinary medical services provided or omitted by the Employee. To the best of the Employee’s knowledge, there is no litigation, investigation or proceeding, whether civil, criminal or administrative in nature, pending against the Employee as of the Effective Date of this contract. None of the execution, delivery or performance of this Agreement by the Employee will violate, conflict with or constitute a breach or default under any agreement (whether written or oral) to which the Employee is a party or by which the Employee is bound. 6. The Company may offer special training in techniques and methods of veterinary medicine and management and the Company may publicize the Employee's association with the Company and, if appropriate, the fact that the Employee has such special training or other qualifications. TERMS OF AGREEMENT 7. Except in the case of earlier termination as specifically provided for in this Agreement, the term of this Agreement shall be effective from _____________, 20__ through __________, 20__, inclusive only. 7a. If the Employee becomes pregnant during the term of this contract, the Employee will be entitled to an unpaid leave of absence of eight (8) weeks. Accordingly, the Employee’s Guaranteed Compensation will be adjusted to reflect forty‐
four (44) weeks of paid employment. Should the Employee have accrued but unused Paid‐Time‐Off (PTO) benefits available, the Employee may take PTO concurrently with the leave and then take the remainder of the leave as unpaid. (If you have more than 50 employees you are required by FMLA to state the following)
7a. In accordance with the Family Medical Leave Act (FMLA) which provides an entitlement of up to 12 weeks of unpaid leave during any 12‐month period to eligible, covered employees for the following reasons: 1) birth and care of the eligible employee's child, or placement for adoption or foster care of a child with the employee; 2) care of an immediate family member (spouse, child, parent) who has a serious health condition; or 3) care of the employee's own serious health condition. Accordingly, the Employee’s guaranteed compensation will be adjusted to reflect forty (40) weeks of paid employment for the year in which the leave of absence occurs. Should the Employee have accrued but unused Paid‐Time‐Off (PTO) benefits available, the Employee must take their PTO before beginning of the unpaid leave. 8. Employee agrees to abstain from the use of illegal substances and alcohol intoxication in the work environment. The employee has received and signed a copy of the Company’s drug free workplace policy and agrees to abide by all provisions of the policy. The Employee will abide by the drug free workplace policy, and may be subject to random drug screens or drug screening for cause. Please refer to the Company’s drug free workplace policy for consequences of a positive drug test. Employment Agreement
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COMPENSATION 9. Commissions The Employee will be paid in the amount of ______________ percent (___%) of gross production on fees collected for veterinary services originated, completed and delivered by the Employee during the term of this Agreement. In the event payment is not collected for the services, no commission will be paid. The sale of diet and prescription foods, income generated from boarding, or the sale of pet supplies does not constitute production of fees, thus no commission is based on the sale of these products/services. Please refer to schedule A that is attached to this agreement for the specific outline of what is included in commission. 9a. Guaranteed Salary
The Employee is guaranteed a salary of __________________ thousand dollars ($____________) for the Agreement year. Thus, in the event that the Commissions due to the Employee pursuant to paragraph 9 total less than $____________ annually, Employee’s salary will be adjusted to reflect a total of $_____________. In the event that Commissions paid pursuant to paragraph 9 results in an annual salary of $_______________ or more, no additional salary will be paid, with the sole exception of Emergency Service Compensation described below in paragraph 9c. Full‐time Employment – Pursuant to this agreement, the Employee is employed as a full time employee for the Company. For the purpose of this agreement, “full‐time” employment is a minimum of (40) hours each week plus such additional hours, if any, as the Company requires as consistent with the demands of the veterinary practice. 9b. Payment Schedule
The Employee will be paid two times per month. In the first payroll of each month, the Employee will be paid the amount of $__________, which represents a pro rata advance of the guaranteed salary. In the last payroll check of each month, the employee will be paid an amount equal to the Commissions due under paragraph 9 for the previous month’s services, less the pro rata advance of $__________. At year end, any necessary adjustments will be made to reflect a minimum salary of $_____________. 9c. After Hour Emergency Service Compensation For the purposes of this paragraph “after hour emergency veterinary services” means veterinary services performed after regular business hours or on weekends/holidays where the customer is charged an emergency service fee for such service pursuant to the operating procedures of the Company. Employment Agreement
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In addition to the Compensation due under paragraphs 9 and/or 9a, the Employee will be compensated for fees collected for after hour emergency veterinary services originated, completed and delivered by the Employee during the term of this Agreement as follows: 1. The emergency fee charged and collected from the customer; and 2. __________ percent (____%) commission based on the gross production on fees collected for emergency veterinary services originated, completed and delivered by the Employee, (but not to include the emergency fee referenced in subparagraph 1 above). The Employee agrees to participate in the Emergency rotation set up by the Company. In the event that any principle of the Company is unable to cover a scheduled emergency assignment for reasons of illness, disability, vacation or continuing education seminars, the Employee agrees to fill these vacancies. In the event the emergency veterinary services are provided by more than one employee, such compensation will be allocated in equal amounts. PAID TIME OFF (PTO) 10. The Company agrees to provide the Employee _____ hours of PTO during the contract year. The Employee will earn _____ hours of PTO for each week the employee works. The Employee can only take PTO once it has been earned. PTO must be taken off in daily increments, so if the employee works an 8 hour shift he or she must take off 8 hours at a time. Any PTO not taken at the end of the contract year will be lost and not compensated for. If PTO is to be taken as vacation days the Employee must have the vacation approved by the Company 30 days prior to the requested time. Any time taken off in excess of the _____ hours will result in a deduction from the guarantee base in the amount of _________________dollars ($________) per day. PERSONAL HEALTH INSURANCE 11. The Company agrees to obtain and maintain in force a health insurance policy for the Employee only, single party coverage, during the time the Employee is employed by the Company. The Company will pay the cost of this insurance to a maximum of $__________ per month. 12. Company Plans: During the Term of this agreement, the Employee shall be entitled to participate in such employee benefit plans as the company provides to all of its regular full‐time veterinarian employees generally to the extent and so long as Employee otherwise meets the eligibility requirements of such plans. PROFESSIONAL LIABILITY INSURANCE 13. The Company shall obtain such coverage from such liability insurers as the Company may deem in alignment with its businesses requirements. The Employment Agreement
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coverage limits of such insurance shall not be less than $500,000 per occurrence and $1,000,000 annual aggregate for the length of this agreement. The Employee may obtain, at his/her sole expense supplemental or additional professional liability insurance coverage as the Employee desires. If the Company terminates this Agreement prior to its scheduled expiration, other than a termination for cause, or this Agreement expires without early termination, and in either such case professional liability coverage for the Employee has theretofore been provided by Employer on a “claims made” basis. STATE BUSINESS LICENSE AND DEA LICENSE 14. The Company agrees to pay for yearly renewal of the professional license to practice veterinary medicine in the State of ____________, the privilege license to conduct business in the state, and the DEA license for the Employee (every third year) during the term of his/her employment. In the case of termination, the license fees paid for the state license and DEA license will be prorated to the last day of employment and the Employee will compensate the Company for the amount owed. HOLIDAYS holidays: 15. The Company's operations will be closed to observe the following (a) New Year's Day (b) Memorial Day (c) Independence Day (d) Labor Day (e) Thanksgiving Day (f) Christmas Day The Employee agrees to work ______ (__) of the holidays referred to in Clause 15 per year. In the event circumstances require other holidays to be worked by the Employee, the Employee agrees to accept and perform these duties as deemed necessary by the Company not to exceed _______ (__) such stated holidays during the course of a calendar year. WORK SCHEDULE 16. The Employee agrees to devote all necessary time and effort to the performance of his/her duties for the Company in accordance with the highest ethical standards of veterinary medicine and he/she shall devote his/her entire professional time to the affairs of the Company, provided that his/her regular work schedule shall consist of no greater than _____ hrs/week not including emergency service. The work schedule will be determined at least _____ weeks in advance. 17. The Employee will perform duties (including, without limitation, relations with clients or patients, other members of the staff of Company, visitors, vendors, and contractors) in a diligent, faithful, harmonious, cooperative, and courteous manner. The Employee shall not act, or omit to act, in a manner which would be Employment Agreement
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disruptive to the Company, or which would jeopardize the health or safety of any patient or other person. The Employee shall not engage in any verbal or physical personal conduct that affects patient care or client service negatively, or any disruptive behavior that interferes with one’s ability to work with Company personnel. 18. As a means of enhancing the employee and practice's productivity, the Company will provide the employee with a written and oral performance evaluation on an annual basis. Such evaluation shall include, but is not limited to, the following criteria: a.) medical and surgical competence, b.) income production generated by efforts of Employee, c.) fulfillment of hospital policies, d.) acceptance by clients, e.) ability to work harmoniously with fellow veterinarians and other team members, f.) personal and professional growth, g.) practice promotion and community service, and h.) assisting with in‐house management, teaching and training of support staff. PRACTICE DEVELOPMENT 19. As an employee of the Company, the Employee is expected to participate in what the Company terms practice development. Practice development includes many of the necessary activities to maintain and develop the practice. These activities include, but are not limited to attendance at team meetings, community outreach programs, participating in open house activities, and helping to develop marketing programs. Employee time will not be additionally compensated for these activities, as it is a component of the guaranteed base. The Employee will spend between 1‐2 hours a week in practice development activities. 20. Related to practice development is providing veterinary services to employee owned pets. As an associate veterinarian of the Company, the Employee is expected to help provide veterinary services to our employees. We treat all patients the same and employee’s pets will be provided the same high quality service we offer to our clients and their pets. Support staff employees of the Company receive a discount on veterinary services for their personally owned pets. The Company is therefore unable to credit these services as production compensation to associate veterinarians. Associate veterinarians at the Company are expected to participate in providing veterinary services to pets owned by our support staff and will not receive production credit for those services. This responsibility will be shared among all veterinarians within the practice. CONTINUING EDUCATION 21. The Company agrees to pay for continuing education meetings, up to ______ (___) days, during the course of the Agreement year, if approved by the Company prior to the attendance by the Employee at said meetings. Payment is for conference and registration fee, room board and travel to a maximum of ________________ dollars ($___________) per Agreement year. Employment Agreement
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22. If the employee leaves the employment of the company within one (1) year of the completion of the continuing education meeting, the Employee will be responsible to reimburse the company for course costs. DUES 23. As an additional benefit to the Employee, the Company agrees to pay for A.V.M.A, A.A.H.A. and [State] V.M.A dues. COVENANT NOT TO COMPETE AND AGREEMENT ON CONFIDENTIALITY ( Verify that a covenant is an allowable practice in your state.) 24. The Employee agrees that he/she will not own, manage, operate, control, be employed by, participate or be connected in any manner with the ownership, management, operation or control of any business or profession engaged in veterinary services during the term of this Agreement and for a period of _____ (___) years after the termination thereof for any reason, within a _______ (__) mile radius from any of the Company's locations 25. The Employee agrees that he/she will not, during the period of this agreement or at any time following the conclusion of his/her employment with the Company, for any reason disclose to any person, firm, or corporation the names or addresses of any past, present or prospective clients of the Company or practices of the Company's obtaining business, and will not covertly solicit from any such clients business similar in nature to that performed by the Company. The Employee further agrees not to divulge to any person, firm, or corporation any of the financial affairs of the Company nor to attempt to direct any client away from the Company directly or indirectly. 26. If the Employee violates any of the terms of Clause 24. and/or Clause 25, the Company shall be entitled to an injunction by a competent Court to enjoin and restrain the Employee and each and every other person involved, from continuance of any breach of Clause 24. and/or Clause 25. 5. In addition, the Employee will forfeit any compensation then otherwise due him/her, the said injunction and forfeiture of compensation will be in addition to the Company's right to damages and any other legal remedy which the Company may have due it. 27. If the Employee hires any other employee of the Company or violates the terms of Clause 24 and/or Clause 25, it is agreed that liquidated damages in the amount of one year’s salary for each such employee hired will be fair and reasonable damages. The Employee agrees that the Company may have injunctive relief to bar the hiring by the Employee of other employees for a period of two years following the termination of this Agreement or any extension thereof. AN OPTION to the prior clause, choose one– The Company acknowledges and agrees that a breach or violation of any covenant contained in this Section __ will have an irreparable, material and adverse effect upon the Company and that damages arising from any such Employment Agreement
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breach or violation may be difficult to ascertain. Without limiting any other remedy at law or in equity available to the Company, in the event of a breach of any covenant contained in this agreement, the Company shall have the right to an immediate injunction enjoining Employee’s breach or violation of such covenant or covenants, without the need to post any security or bond. The Company shall have the right to receive from the Employee’s attorneys’ fees, costs and expenses in the event any litigation or judicial proceeding is necessary to enforce any provision of this Section __. Every right and remedy of the Company in respect of this Section shall be cumulative and the Company, in its sole discretion, may exercise any and all rights or remedies stated in this Agreement or otherwise available at law or in equity. 28. The Employee agrees neither to solicit nor to hire the services of any other employee of the Company for a period of two years after concluding their employment with the Company. The customer and client lists are the confidential property of the Company and the Employee agrees that for a period of two years following the conclusion of their employment for any reason, not to contact or solicit, directly or indirectly, the services or business of employees, customers and clients. 29. This agreement incorporates the common law covenant of good faith to include an expectation that the Employee will never make demeaning or inappropriate statements concerning the Company or any of its Employees and clients. NO FEE VARIANCES 30. The Company has the exclusive right to establish and modify from time to time the amount of all fees to be charged for professional services rendered and inventory sold by the Employee under this Agreement.
31. The Employee agrees to strictly abide by the current and any future updated fee schedules and policies of the Company as determined from time to time by the executive management of the Company. The lowering or non‐application of any minimum fee as set forth in such fee schedules for any services rendered or drugs dispensed will, at the Company's discretion, be deemed conclusively as cause, for disciplinary action up to and including the summary dismissal of the Employee. The Employee has no authority to adjust a client's statement without the authorization of the Company. OWNERSHIP AND ACCESS TO RECORDS 32. All case records, case histories, radiographs, and other files or records concerning client information, or patients examined, treated or cared for by Employee during Employee’s employment with the Company shall belong to and remain the property of the Company, and the Employee hereby assigns to the Company all right, title and interest, if any, of the Employee therein. Upon termination of this Agreement, and at any other time upon demand by the Company, the Employee will deliver to the Company all such records, histories, films or files that are, directly or indirectly, in his/ her possession. Employment Agreement
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TERMINATION 33. The Employee or the Company may terminate this Agreement at any time upon sixty (60) days’ notice in writing to the other. In the event that the Company terminates the Employee, the Company shall be obligated in that event to pay the Employee his/her compensation up to the date of termination as long as he/she (the Employee) is still working. 34. The Employee or the Company may terminate this Agreement automatically without cause upon the occurrence of one or more of the following events stated in Clause 35 and/or Clause 36, without the necessity of delivery of any notice of termination or any other action except as expressly stated. The Employee and Company agree in writing to mutually terminate this Agreement; if the Employee dies or if the Company is dissolved. 35. The Company may terminate this agreement if Chronic illness, disability or failing health of the Employee which (1) prevents the Employee from performing his/her duties and responsibilities under this Agreement for thirty (30) consecutive days, or forty‐five (45) days in any six‐month period, or (2) is determined by an independent physician to constitute a permanent disability of the Employee that shall permanently prevent the Employee from performing on a full‐time basis as contemplated by this Agreement services as a veterinarian. The effective date of the termination under this clause shall be the end of the applicable thirty (30) day or six‐
month period, or the date on which the final determination of the independent physician is issued. 36. If, during the term of this Agreement, the Employee violates the provisions of Clause 1, 2, 3, 4 or 5, the Company may terminate his/her employment immediately and, in that event, the Company shall be obligated to pay the Employee his/her compensation up to the date of actual termination. 37. The Company may summarily dismiss the Employee without notice for cause and without limiting the generality thereof, for incompetency, intoxication, insubordination, or cruelty to animals and the Company will endeavor to provide the Employee with written notification of other examples of misconduct that will warrant the Company's acting under this provision. Termination can occur if the Employee fails to satisfy the performance and productivity goals established for the Employee by the Employer.
WAIVER 38. A waiver by either party or breach of any provision of this Agreement shall not operate as or be CONSTRUED as a waiver of any subsequent breach thereof. Employment Agreement
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NOTICE 39. Any and all notices referred to herein shall be in writing sent by registered mail to the respective parties at the addresses subscribed below following their signatures to this Agreement. If to “Company”: Practice Name Owner Name, DVM Street City, State, Zip Email Address: _________________ If to “Employee”: Associate Name, DVM Street City, State, Zip Email Address________________________________ ASSIGNMENT 40. The Employee’s rights and obligations hereunder may not be assigned by the Employee. In other words, Employee may not subcontract his/her duties. The Employer may, but shall not be obligated to, assign its rights and delegate its obligations hereunder in connection with any sale, transfer or other disposition of all or substantially all of its business or assets; in any event the rights and obligations of the Employer hereunder shall endure to and be binding on its successors or assigns, whether by merger, consolidation or acquisition of all or substantially all of their business or assets. Upon such assignment, Employer will be entirely relieved and discharged of all its obligations hereunder and there under, and such entity, will be deemed to have assumed all of the obligations of Employer hereunder and there under. ENTIRE AGREEMENT 41. This agreement constitutes the entire agreement between the parties hereto with respect to the employment of the Employee by the Company and no change in the terms hereof shall be binding unless in writing and duly executed by the parties hereto. Should any part of this Agreement be determined to be void by a competent judicial or legislative authority, the remainder hereto shall remain valid and enforceable. Employment Agreement
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BENEFIT AND BINDING 42. This Agreement shall be binding upon and inure to the benefit of the Employee and his/her heirs, executors and administrators and the Company, its successors and assigns. 43. The Company in the event of a merger or consolidation of the Company or in connection with the sale of all or substantially all of the Company’s business may assign this Agreement. 44. The covenants of this Agreement shall be severable, and if any of them is held invalid because of its duration, scope of area or activity, or any other reason, the parties agree that such covenant shall be adjusted or modified by the court to the extent necessary to cure that invalidity, and the modified covenant shall thereafter be enforceable as if originally made in this Agreement. Employee agrees that the violation of any covenant contained in this Agreement may cause immediate and irreparable harm to the Company, the amount of which may be difficult or impossible to estimate or determine. If Employee violates any covenant contained in this Agreement, the Company shall have the right to equitable relief by injunction or otherwise, in addition to all other rights and remedies afforded by law. GOVERNING LAW 45. This Agreement shall be governed by the laws of the State Of _____ and proper venue shall be _______ County, regardless whether injunctive relief applies to real estate located in another county. Upon default or breach of this Agreement, the Company may employ an attorney to enforce the rights, remedies and, upon a successful claim, receive an award for attorney fees, including attorney fees for collection of the judgment. If money damages are awarded or sought, it is agreed that reasonable attorney fees will be the greater of, the hourly billing rate or twenty‐five percent (25%) of the award, unless otherwise provided within this agreement. The prevailing party on a claim for injunctive relieve shall be entitled to the reasonable attorney fees billed for that action. IN WITNESS WHEREOF, the parties have caused this Agreement to be executed in duplicate on the _____ day of ________________, 20__. BY: “Employee” BY: “Company” ______________________________ ______________________________ (Employee) (President/Owner) ______________________________ (Owner) Employment Agreement
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______________________________ ______________________________ (Signed) (Signed) Dated: ________________________ Dated: ____________________________ WITNESSED: ______________________________ (Witness) Dated: ________________________ Employment Agreement
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The Art of Veterinary Practice Management
Annual Total Compensation Statement: Data Entry
© 2012 VMC, Inc.
Provide the following data for the employee and the practice.
1.)
Full name of your practice..................................................................
Name of the Practice
2)
2.)
Employee's
Employee
s name..............................................................................
name
Doctor Name
3.)
How many hours per week will the employee typically work?...........
4.)
Enter the effective (starting) date for this annual compensation
40.00
03/01/14
statement (i.e. employment anniversary or hire date)........................
5.))
(mm/dd/yyyy)
Who should the employee contact if they have further questions
the Practice Manager
concerning their compensation and benefits?...................................
Employee Salaries/Wages
6.)
Select the method of compensation for the employee from
the following choices: hourly wage, annual salary, annual
annual guaranteed base salary (Pro Sal)
guaranteed base salary (for Pro Sal compensation) or other.
7.)
Enter guaranteed base salary and percent paid on production
$
90,000.00
% paid on production:
22.00%
Bonus/Profit Sharing Plan
8.)
Does the practice have a bonus or profit sharing plan? ................... No
If yes, provide a brief description of the plan in the box below and enter an estimated annual bonus
amount (see instructions) .
Enter estimated bonus amount for the year.......................................
$
Pension Plan
9.)
Will the practice contribute to a pension plan for the employee? ..... No
Provide a brief description of the plan in the box below.
Click here to enter the percentage of employee wages that will be
matched by the practice...............................................................
%
3.00
If there is a waiting period for eligibility, how many months out of
this year will the employee be eligible?
eligible?.......................................................
12
If there is a maximum on the contributions matched by the employer, enter the
amount here (if there is no maximum, amount should remain $0)..............................
$
0.00
OR enter the dollar contribution amount below…
Click here to enter the estimated dollar amount to be
contributed by the practice this year.............................................
$
0.00
Taxes and Workers Compensation
10.)
Enter the SUTA (state unemployment tax) rate and maximum
dollar amount for your state................................................................
11 )
11.)
%…….$
1.04
%
8,500
Enter the percentage rate the hospital pays
pa s for workers
orkers
compensation ....................................................................................
12.)
1.80
The FICA tax rate for the year 2012 is 7.65%. This is the combined rate for Social Security (6.2%)
and Medicare (1.45%). The maximum amount taxed for Social Security is currently $110,100.
FICA taxes are automatically calculated by the spreadsheet based on the rates shown below.
If these rates are adjusted, you may enter updated rates in the boxes below.
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amount here (if there is no maximum, amount should remain $0)..............................
$
0.00
OR enter the dollar contribution amount below…
Click here to enter the estimated dollar amount to be
contributed by the practice this year.............................................
$
Taxes and Workers Compensation
10.)
Support materials
Enter the SUTA (state unemployment tax) rate and maximum
dollar amount for your state................................................................
11 )
11.)
1.80
%…….$
1.04
%
8,500
Enter the percentage rate the hospital pays
pa s for workers
orkers
compensation ....................................................................................
12.)
0.00
The FICA tax rate for the year 2012 is 7.65%. This is the combined rate for Social Security (6.2%)
and Medicare (1.45%). The maximum amount taxed for Social Security is currently $110,100.
FICA taxes are automatically calculated by the spreadsheet based on the rates shown below.
If these rates are adjusted, you may enter updated rates in the boxes below.
Social Security Rate and Base........................................................
6.20
%…….$
Medicare Rate.................................................................................
Insurance
1.45
%
13.)
In the table below, check the box next to any coverage offered by the practice,
enter the practice's share of the insurance cost and a brief description of the
coverage.
Cost to Hospital
(Check off all coverages provided by the practice)
This Year
Medical Insurance (Enter description below)
$
Dental Insurance (Enter description below)
$
Vision Insurance (Enter description below)
$
Life Insurance (Enter description below)
$
Disability Insurance (Enter description below)
$
Accidental Death Policy (Enter description below)
$
Continuing
C ti i Education
Ed
ti
14.)
Will the practice provide continuing education for the employee? .... Yes
If yes, enter estimated CE costs for the year.....................................
$
1,000.00
Discount on Veterinary Services
15.)
Does the practice provide an employees' discount on veterinary
services? .......................................................................................... No
If yes, provide a brief description of the plan in the box below.
$
Enter an estimated discount amount for the year .............................
Professional Dues, Memberships and Licenses
16.)
In the table below, enter any professional dues or memberships paid by the
practice, along with the cost to the hospital for the year (max length = 90 characters) .
Cost to Hospital
This Year
Item Description
AVMA
$
320.00
State Lic
$
35 00
35.00
Publications
$
45.00
$
Other Fringe Benefits
39017.)
In the table below, list any fringe benefits by the practice, along with the
associated cost to the hospital for the year (max length = 90 characters) .
Cost to Hospital
This Year
Item Description
$
110,100
Professional Dues, Memberships and Licenses
16.)
In the table below, enter any professional dues or memberships paid by the
practice, along with the cost to the hospital for the year (max length = 90 characters) .
Cost to Hospital
This Year
Item Description
AVMA
State Lic
$
320.00
$
45.00
The Art of Veterinary Practice
Management
35 00
35.00
$
Publications
$
Other Fringe Benefits
17.)
In the table below, list any fringe benefits by the practice, along with the
associated cost to the hospital for the year (max length = 90 characters) .
Cost to Hospital
This Year
Item Description
$
$
$
$
Vacation, Holidays, and Personal Leave
18.) The cash value of time off for vacations, personal days, etc. is calculated based on the employee's annual guaranteed base sala
The following variables are also used in this calculation. Please review and change the following figures, if needed.
Number of hours in a workday..................................................
8.00
Number of hours in a work week
week............................................... 40.00
40 00
Number of days in a work week................................................
5.00
Check the boxes below if the employee will be provided paid time off this year for vacations,
holidays, personal leave, sick days or Paid Time Off (PTO). If the benefit is provided, enter a brief
description, then choose days, hours or weeks and the number allowed for this year.
Vacation…...…………………...Enter
V
ti
E t Ti
Time All
Allowed
d per Y
Year:
Describe vacation policy below
0 00
0.00
week(s)
Personal Leave……………...Enter Time Allowed per Year:
Describe personal leave policy below
0.00
hours
Sick Leave…….……………...Enter Time Allowed per Year:
Describe sick leave policy below
0.00
day(s)
Paid Time Off (PTO)………...Enter Time Allowed per Year:
Describe Paid Time Off (PTO) policy below
80.00
hours
Holidays
Holidays…...Enter
Enter Number of Paid Holiday Days/Hours for This Year:
6 00
6.00
day(s)
C.E.…......Enter Paid Days/Hours for Continuing Education This Year:
3.00
day(s)
Review Data and Reformat Statement
19.) Review the data entered above to ensure accuracy. Then, click the button below to format the Total Compensation
Statement.
Click Here to Format Statement
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Prepared for:
Effective Date: March 1, 2014
Doctor Name
As a valued team member, Name of the Practice is pleased to present you with your personalized Total Compensation Statement. This statement is
based on your projected pay and benefits that will be available to you during the effective period. Please contact the Practice Manager if you require
additional information about your compensation or benefits.
Hospital's Annual
Cost
Value to You
Wages
Pro Sal Compensation: 22.0% of production with a guaranteed annual base salary of $90,000
Bonus/Profit-Sharing Plan
0
Pension Plan
0
Medical Insurance
0
Dental Insurance
0
Vision Insurance
0
Life Insurance
0
Disability Insurance
0
Accidental Death Insurance
0
Continuing Education
You are eligible for continuing education each year. (Estimated)
Discount on Veterinary Services
0
Professional Dues, Memberships and Licenses
AVMA
State Lic
Publications
$
Estimated Total
$
$
$
$
$
Estimated Total
$
$
$
$
$
Other Fringe Benefits
Annual Cost
320.00
35.00
45.00
400.00
Annual Cost
-
Total Compensation (Estimated)
90,000.00
$
90,000.00
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
$
1,000.00 $
$
-
$
400.00 $
$
$
1,000.00
$
91,400.00
The Hospital also pays the following expenses based on your wages:
-
400.00
$
$
91,400.00
Hospital's Annual
Cost
Social Security/Medicare
You and the Hospital each contribute 7.65% of your income up to the federal maximum.
Workers' Compensation
Disabiltiy income and medical care for work-related injuries.
State Unemployment Insurance
1.8% of $8,500
Federal Unemployment Insurance
.8% of $7,000
Total Paid by Hospital for Workers Compensation and Federal/State Unemployment (Estimated)
$
6,885.00
$
936.00
$
153.00
$
56.00
$
8,030.00
Hospital's Annual
Cost
Total Cash Compensation....................................................................................
$
90,000.00
Total FICA, Workers Comp., & State/Fed. Unemployment................................. $
8,030.00
$
99,430.00
Total Cost to the Hospital (Estimated)
Paid Time for Continuing Education
Estimated Benefit Included in Totals Above
$
1,038.46 $
1,038.46
$
6,576.92 $
6,576.92
This document depicts estimated compensation and benefits and is not a guarantee of benefits, compensation or future employment. Nothing in this document is intended to alter the at-will
nature of the employee/employer relationship.
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The Art of Veterinary Practice Management
Practice Logo
Practice Name
Address
Address
Date
EMPLOYEE POLICY AND
PROCEDURES MANUAL
This manual has been prepared for ___________________________.
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Welcome to our hospital! Congratulations on being selected to become a member of
our team. We are confident that the unique combination of skills, talents, experience
and abilities you bring to our hospital will enhance our team, and we hope to provide
a good work environment for you to further your career in veterinary medicine.
Contained within this manual are policies that pertain to new and present employees alike. It states the hospital’s policies on employment, the responsibilities of its
employees, and employee benefits. As a new employee of our hospital, we want you to
begin to familiarize yourself with our culture, policies, guidelines and practices. It is
essential that you read each section of this handbook. By doing so, you will obtain a
more thorough understanding of our guidelines and policies. If there is any policy you
do not understand, please ask [Practice Manager] for clarification.
Again, welcome to our team! If you have any questions or problems, my door is always
open to you.
w
[Owner/Doctor]
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Information provided in the Employee Policy and Procedures Manual draft is for
informational purposes for [Practice Name] to use as a guide to prepare its own,
personalized employee manual. Every effort has been made to offer veterinary
practices the most current, correct, clear, and accurate information possible.
State and federal laws are constantly changing and it is the veterinary practice’s
responsibility to review the manual for accuracy, completeness, timeliness, and
validity of any information that will be used. In view of the possibility of human error or changes in laws and regulations, neither VMC, Inc., nor any other
party that has been involved in the preparation or publication of this employee
manual warrants that the information contained herein is in every respect accurate or complete, nor shall they be responsible for any errors or omissions or for
the results obtained from the use of such information. All information is subject
to change without notice. VMC, Inc., excludes and expressly disclaims all express
and implied warranties not stated herein. VMC, Inc., assumes no liability for the
use of any of these policies and procedures.
VMC, Inc., does not provide legal advice. [Practice name] should have the finalized employee manual reviewed by legal counsel to ensure that all information
contained in the final employee manual is in compliance with current state and
federal laws directly relating to the size of the practice.
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TABLE OF CONTENTS
Acknowledgement Of At-Will Status And Company Policies���������������������������������������399
About This Manual
400
Section I New Employee Orientation��������������������������������������������������������������������401
Section II Organizational Structure����������������������������������������������������������������������402
Section III Our Philosophy�������������������������������������������������������������������������������������403
Our Motto�������������������������������������������������������������������������������������������������������������������403
Mission Statement�����������������������������������������������������������������������������������������������������403
Hospital Philosophy���������������������������������������������������������������������������������������������������403
Our History����������������������������������������������������������������������������������������������������������������403
Section IV Employment Policies�����������������������������������������������������������������������404
Employment Policy����������������������������������������������������������������������������������������������������404
Recruitment And Hiring��������������������������������������������������������������������������������������������405
Americans With Disabilities
(Required If 15 Or More Employees)������������������������������������������������������������������������405
Employment Status���������������������������������������������������������������������������������������������������407
Harassment And Discrimination������������������������������������������������������������������������������408
Conflict Resolution�����������������������������������������������������������������������������������������������������410
Violence In The Workplace (Optional)����������������������������������������������������������������������410
Weapons-Free Workplace (Optional)������������������������������������������������������������������������411
Drug/Alcohol Testing�������������������������������������������������������������������������������������������������412
Drug-Free Workplace (Optional)�������������������������������������������������������������������������������412
Workplace Bullying����������������������������������������������������������������������������������������������������414
Nonsolicitation Policy (Optional)������������������������������������������������������������������������������416
Outside Employment�������������������������������������������������������������������������������������������������416
Employment Of Relatives (Optional)�����������������������������������������������������������������������416
Personnel Records������������������������������������������������������������������������������������������������������416
Employee File Access (Verify State Requirements)������������������������������������������������416
Release Of Employee Information����������������������������������������������������������������������������417
Genetic Information Nondiscrimination Act (Required If 15 Or More Employees)
�������������������������������������������������������������������������������������������������������������������������������������417
Section V Emergency And Safety����������������������������������������������������������������������418
Fire������������������������������������������������������������������������������������������������������������������������������418
Tornadoes Or Other Severe Weather Conditions����������������������������������������������������418
Accidents���������������������������������������������������������������������������������������������������������������������418
Hazardous Materials�������������������������������������������������������������������������������������������������418
Dosimeter Badges������������������������������������������������������������������������������������������������������419
Safety Equipment������������������������������������������������������������������������������������������������������419
Injury And Illness Prevention Program (Optional)�������������������������������������������������419
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Section VI Pay Periods & Scheduling��������������������������������������������������������������421
Paydays�����������������������������������������������������������������������������������������������������������������������421
Time Records��������������������������������������������������������������������������������������������������������������421
Overtime���������������������������������������������������������������������������������������������������������������������421
Work Schedules����������������������������������������������������������������������������������������������������������421
Attendance������������������������������������������������������������������������������������������������������������������422
Attendance And Punctuality (Optional)�������������������������������������������������������������������423
Job Abandonment������������������������������������������������������������������������������������������������������425
Forced Closings And Severe Weather Conditions (Optional)���������������������������������425
Leave Of Absence�������������������������������������������������������������������������������������������������������425
Maternity Leave���������������������������������������������������������������������������������������������������������426
Child Care Leave (Optional)�������������������������������������������������������������������������������������426
Breastfeeding Policy��������������������������������������������������������������������������������������������������427
Bereavement Leave (Optional)���������������������������������������������������������������������������������427
Civic Duty�������������������������������������������������������������������������������������������������������������������427
Military Service (Optional)���������������������������������������������������������������������������������������427
Section VII Employee Benefits���������������������������������������������������������������������������429
Vacation����������������������������������������������������������������������������������������������������������������������429
Sick Time��������������������������������������������������������������������������������������������������������������������429
Personal Leave (Option To Sick Leave)��������������������������������������������������������������������430
Paid Time Off (Option To Vacation/Sick/& Personal Leave)�����������������������������������430
Holidays����������������������������������������������������������������������������������������������������������������������430
Employee Reviews�����������������������������������������������������������������������������������������������������431
Team Entertainment And Education Functions�����������������������������������������������������431
Health Insurance�������������������������������������������������������������������������������������������������������431
Health Care Options��������������������������������������������������������������������������������������������������431
HIPAA�������������������������������������������������������������������������������������������������������������������������432
Life Insurance (Check Your Plan)�����������������������������������������������������������������������������432
Dental Insurance�������������������������������������������������������������������������������������������������������432
Disability Insurance��������������������������������������������������������������������������������������������������432
Retirement Plan (If Practice Has A 401(K)
Or Any Retirement Plan)������������������������������������������������������������������������������������������432
Veterinary Services At Reduced Rate (Option 1)�����������������������������������������������������433
Team Veterinary Medical Care Benefits (Option 2)������������������������������������������������433
Pet Health Insurance (Option 3)�������������������������������������������������������������������������������434
Employee-Owned Pets�����������������������������������������������������������������������������������������������435
Employee Incentive Program������������������������������������������������������������������������������������435
Continuing Education (Optional)�����������������������������������������������������������������������������436
Employee Benefits Program/Package�����������������������������������������������������������������������436
Section VIII Standards Of Conduct������������������������������������������������������������������437
Uniforms And Grooming�������������������������������������������������������������������������������������������437
Jewelry And Tattoos (Alternative)����������������������������������������������������������������������������438
Fragrance Sensitivity (Optional)������������������������������������������������������������������������������438
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Uniform Allowance����������������������������������������������������������������������������������������������������438
Meetings���������������������������������������������������������������������������������������������������������������������439
Personal Notebooks����������������������������������������������������������������������������������������������������439
Telephones������������������������������������������������������������������������������������������������������������������439
Cellular Phones����������������������������������������������������������������������������������������������������������439
Computer, E-Mail, And Internet Usage�������������������������������������������������������������������440
Blogging And Social Networking Policies And Guidelines�������������������������������������440
Parking�����������������������������������������������������������������������������������������������������������������������443
Hospital Keys And Alarm Codes�������������������������������������������������������������������������������444
Hospital Property (Optional)������������������������������������������������������������������������������������444
Personal Property (Optional)������������������������������������������������������������������������������������444
Personal Work Area���������������������������������������������������������������������������������������������������445
Media��������������������������������������������������������������������������������������������������������������������������445
Confidentiality And Hospital Records����������������������������������������������������������������������445
Conflicts Of Interest (Optional)��������������������������������������������������������������������������������445
Ethics��������������������������������������������������������������������������������������������������������������������������445
Political Or Public Activities And Contributions�����������������������������������������������������447
Cohabitation���������������������������������������������������������������������������������������������������������������447
Treatment Of Patients�����������������������������������������������������������������������������������������������447
Honesty�����������������������������������������������������������������������������������������������������������������������447
Clinic Library�������������������������������������������������������������������������������������������������������������447
Client Management���������������������������������������������������������������������������������������������������448
Miscellaneous Team Requirements��������������������������������������������������������������������������448
Tobacco-Free Premises����������������������������������������������������������������������������������������������449
Section IX Discipline And Termination�����������������������������������������������������������450
Counseling, Discipline, And Performance Correction���������������������������������������������450
Disciplinary Process��������������������������������������������������������������������������������������������������450
Internal Investigations And Searches����������������������������������������������������������������������452
Termination����������������������������������������������������������������������������������������������������������������453
Misconduct������������������������������������������������������������������������������������������������������������������453
Section X Summary�����������������������������������������������������������������������������������������������455
Summary Of Hospital And Team Policies����������������������������������������������������������������455
Acknowledgement Of Company Policies������������������������������������������������������������������456
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[Practice Name]
Acknowledgement of At-Will Status and Company Policies
I have received, read, and understand the [Practice Name] Employee Policy and
Procedures Manual.
I understand and agree that
a. This handbook does not create any express or implied contractual obligation
on the part of [Practice Name];
b. Employment with [Practice Name] is not for any specific term;
c. Employment with [Practice Name] is strictly at will, and I may resign with
or without cause and with or without prior notice;
d. I understand that [Practice Name] may transfer, reassign, suspend, demote
and/or terminate my employment at any time, with or without cause and
with or without prior notice; and
e. This Acknowledgement of At-Will Status is an integrated agreement concerning my at-will employment status, which can be modified or amended
only by written agreement signed by the Owner of [Practice Name].
In reviewing the hospital’s employee handbook, I have read and understand the
hospital’s drug and alcohol-free workplace policy and the hospital’s policy against unlawful harassment, including sexual harassment and unlawful discrimination. I agree
to abide by these and all other hospital policies. I understand that any violation of a
hospital policy may result in serious disciplinary action up to and including immediate termination.
I also understand that all hospital equipment, including computer, e-mail, and telephone systems, are intended for business use only and that the hospital maintains
the right to access and disclose any and all information contained in these systems.
Date: __________________
Print Name: __________________
Signature: __________________
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ABOUT THIS MANUAL
This employee manual is a tool designed to inform you about the relationship you
have with [Practice Name] and supersedes in all respects and without exception
any prior policies, benefits, or practices of [Practice Name], whether written or not.
It is the responsibility of the employee to be familiar with and abide by the entire
employee manual.
Except for employment at will, it may be necessary to amend, supplement, modify, or
eliminate one or more of the benefits, work rules or policies described in our manual,
as well as add new benefits, work rules, or policies; and we reserve the right to do so,
unilaterally, at any time without prior notice.
This manual does not constitute a guarantee of employment for any specified period
of time. Employment with [Practice Name] is a voluntary employment-at-will relationship. Nothing in this handbook constitutes an expressed or implied contract of
employment or warranty of any benefits. While we hope our work relationship is long
and mutually beneficial, you have the right, regardless of any provision or statement
appearing in this manual, to terminate your employment relationship with us with or
without cause or notice, and we reserve the right to do the same.
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The Art of Veterinary Practice Management
SECTION I
NEW EMPLOYEE ORIENTATION
Name ____________________________
Orientation Date _____________
☐ Tour the hospital.
☐ Receive OSHA standards training.
Your OSHA trainer will be __________________________________.
☐ Meet other members of the health care team.
☐ Complete the following required forms for your personnel record:
☐ Verify Completion of Application ☐ State Information
Employment
☐ New Employee Information
Verification
☐ W-4
☐ I-9 or E-Verify (Complete in entirety)
☐ Verification of valid driver’s license (if driving for hospital)
☐ Proof of current vehicle insurance (if driving personal auto for hospital)
☐ New Hire Reporting – Click the link below for state
requirements:
http://www.sba.gov/content/new-hire-reporting-your-state
☐
☐
☐
☐
☐
☐
☐
☐
☐
☐
Receive your personal copy of the Hospital Procedures Manual.
Learn the location and operation of time clock software.
Find out where the bulletin boards and work schedules are posted.
Become familiar with the dress code.
Read about the organizational structure.
Become familiar with the location of all work areas.
Learn the hospital schedule for meals and breaks.
Read the payday procedures and overtime policy.
Sign the Employment-At-Will Acknowledgement Form.
Phased training manual.
____________________________
Employee Signature
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SECTION II
ORGANIZATIONAL STRUCTURE
The following is [Practice Name] organizational structure or chain of command. Seniority plays an important role in organizational structure at each level. Note that in
the following description, level one is the highest authority.
[Insert Hierarchy Chart Here]
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The Art of Veterinary Practice Management
SECTION III
OUR PHILOSOPHY
Our Motto
[Insert practice motto here. See examples below.]
“Don’t just meet but exceed your client’s needs.”
“If we don’t care about our clients, someone else will.”
“Treat every client as though they were family and every pet
as if they were our own.”
“Love your clients and care for their pets so well that the client doesn’t want to leave
for fear of a harsher world outside your door.”
Mission Statement
To provide comprehensive, high-quality veterinary care with an emphasis on exceptional client service and patient care, while providing employees with desirable, fulfilling, and financially rewarding employment
Hospital Philosophy
It is our desire to provide the highest quality medical and surgical care to our patients
and offer the best possible service to our clients.
Our clients are our friends as well as our customers, and we value their continued
trust and goodwill. Courtesy and patience with clients and their pets are our priorities. An attitude that says “We are glad you are here” must be conveyed to each and
every client. By selecting us to care for their pets, clients favor us—not vice versa.
This is probably the most important concept for you to remember, and it makes it
easier to understand the importance of showing genuine concern about and interest in
a client’s problem.
Our History
[Include a short history of your hospital here if you would like.]
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SECTION IV
EMPLOYMENT POLICIES
Employment Policy
[Practice Name] is an equal opportunity employer. It is the policy of the practice to
prohibit discrimination and harassment of any type and to afford equal employment
opportunities to employees and applicants without regard to race, color, religion, sex,
national origin, age, disability, genetic information, gender identity or expression,
or veteran status. The practice will conform to the spirit as well as the letter of all
applicable laws and regulations. The practice will take action to employ, advance in
employment and treat qualified Vietnam era veterans and disabled veterans without
discrimination in all employment practices.
The equal employment opportunity and anti-discrimination policy applies to all
aspects of the relationship between the practice and its employees, including but not
limited to the following:
•
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Recruitment
Employment
Promotion
Transfer
Training
Work conditions
Wages and salary administration
Employee benefits and application of policies
The policies and principles of equal employment opportunity also apply to the selection and treatment of personnel working on our premises who are employed by temporary agencies and any other persons (i.e., independent contractors) doing business
with [Practice Name].
DISSEMINATION AND IMPLEMENTATION OF POLICY
The practice owner and manager will be responsible for the dissemination of this
policy. Practice owners, managers, and supervisors are responsible for implementing
equal employment practices within each department. [Practice Manager] is responsible for the practice’s overall compliance and shall maintain personnel records in
compliance with applicable laws and regulations.
PROCEDURES
Company practices that support this policy include the following:
• The practice displays posters regarding equal employment opportunity in
areas that are highly visible to employees.
• All advertising for job applicants includes the following: “An Equal Opportunity Employer—M/F/D/V.”
• [Practice Name] will post all job openings within the practice before posting
them externally.
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• [ Practice Name] forbids retaliation against any individual who files a
charge of discrimination; reports harassment; or assists, testifies, or participates in an equal employment proceeding.
• Employees are required to report to a member of management any apparent
discrimination or harassment. The report should be made within 48 hours
of the incident.
• The management representative should promptly notify the practice
owner(s) of all incidents or reports of discrimination or harassment.
HARASSMENT
• H
arassment is a form of discrimination and violates this policy. Sexual harassment, for example, is defined as unwelcome sexual advances, request for
sexual favors, and other verbal or physical conduct of a sexual nature when
• Submission to such conduct is made either explicitly or implicitly a term or
condition of an individual’s employment.
• Submission to or rejection of such conduct by one individual is used as the
basis for employment decisions affecting another.
• Such conduct has the purpose or effect of substantially interfering with an
individual’s work performance or creating an intimidating, hostile, or offensive work environment.
REMEDY FOR VIOLATION OF POLICY
Violations of this policy, regardless of whether an actual law has been violated, will
not be tolerated. The practice will promptly and thoroughly investigate every issue
that is brought to its attention in this area and will take appropriate disciplinary action up to and including termination of employment.
Recruitment and Hiring
The purpose of team recruitment activities is to attract the best-qualified and most
competent candidates for employment with the hospital. Applications are evaluated
according to the requirements of the job and the knowledge, skills, abilities and personal characteristics possessed.
Americans with Disabilities [required if 15 or more employees]
The Americans with Disabilities Act of 1990 (ADA) and the Americans with Disabilities Act Amendments Act of 2008 (ADAAA) are federal laws that require employers
with 15 or more employees to not discriminate against applicants and individuals
with disabilities and, when needed, to provide reasonable accommodations to applicants and employees who are qualified for a job, with or without reasonable accommodations, so that they may perform the essential duties of the position.
It is the policy of [Practice Name] to comply with all federal and state laws concerning
the employment of persons with disabilities and act in accordance with regulations and
guidance issued by the Equal Employment Opportunity Commission (EEOC). Furthermore, it is our company policy not to discriminate against qualified individuals with disabilities in regard to application procedures; hiring; advancement; discharge; compensation; training; or other terms, conditions, and privileges of employment.
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When an individual with a disability is requesting reasonable accommodation that
can created without undue hardship or direct threat to workplace safety, he or she
will be given the same consideration for employment as any other applicant. Applicants whose condition poses a direct threat to the health, safety, and well being
of themselves or others in the workplace will not be hired when the threat cannot
be eliminated by reasonable accommodation and/or if the accommodation would
create an undue hardship to [Practice Name]. Contact [Practice Manager] with
any questions about or requests for accommodation.
All employees are required to comply with company safety standards. Current employees who pose a direct threat to the health and/or safety of themselves or others in
the workplace will be placed on appropriate leave until an organizational decision has
been made in regard to the employee’s immediate employment situation.
Individuals who are currently using illegal drugs are excluded from coverage under
the company ADA policy.
[Practice Manager] is responsible for implementing this policy, including resolution
of reasonable accommodation, safety/direct threat, and undue hardship issues.
Terms
Disability means a physical or mental impairment that substantially limits one or
more major life activities of the individual, a record of such an impairment or being
regarded as having such an impairment.
Major life activities include but are not limited to the following: caring for oneself,
performing manual tasks, seeing, hearing, eating, sleeping, walking, standing, lifting,
bending, speaking, breathing, learning, reading, concentrating, thinking, communicating, and working.
Major bodily functions may include physical or mental impairment such as
any physiological disorder or condition; cosmetic disfigurement, or anatomical
loss affecting one or more body systems, such as neurological, musculoskeletal,
special sense organs, respiratory (including speech organs), cardiovascular,
reproductive, digestive, genitourinary, immune, circulatory, hemic, lymphatic,
skin and endocrine systems. Also covered are any mental or psychological
disorders, such as intellectual disability (formerly termed mental retardation),
organic brain syndrome, emotional or mental illness, and specific learning
disabilities.
Substantially limiting conditions significantly inhibit major life activities. In accordance with the ADAAA final regulations, such impairments require an individualized
assessment. An impairment that is episodic or in remission may also be defined as
a disability if it would substantially limit a major life activity when active. Some
examples of these types of impairments may include but are not limited to epilepsy,
hypertension, asthma, diabetes, major depressive disorder, bipolar disorder, and
schizophrenia. An impairment, such as cancer, that is in remission but may possibly
return in a substantially limiting form is also considered a disability under EEOC
final ADAAA regulations.
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Direct threat means a significant risk to the health, safety, and/or well-being of individuals with disabilities or others when this risk cannot be eliminated by reasonable
accommodation.
Qualified individual means an individual who, with or without reasonable accommodation, can perform the essential functions of the employment position that such
individual holds or desires.
Reasonable accommodation includes any in excessive, but necessary changes to the
work environment and may include making existing facilities readily accessible to
and usable by individuals with disabilities; job restructuring; part-time or modified
work schedules; telecommuting; reassignment to a vacant position; acquisition or
modification of equipment or devices; appropriate adjustment or modifications of
examinations, training materials, or policies; the provision of qualified readers or
interpreters; and similar accommodations for individuals with disabilities.
Undue hardship means an action requiring significant difficulty or expense by the
employer. In determining whether an accommodation would impose an undue hardship on a covered entity, factors to be considered include but are not limited to
• The nature and cost of the accommodation.
• The overall financial resources of any facility involved in the provision of
the reasonable accommodation; the number of persons employed at such
facility; the effect on expenses and resources; and the impact of such accommodation on the operation of the facility.
• The type of operations of the practice, including the composition, structure,
and functions of the workforce; and the administrative or fiscal relationship of the particular facility involved in making the accommodation to the
employer.
Essential functions of the job are activities determined by the employer to be essential
or core to performing the job; these functions cannot be modified.
The examples provided in the above terms are not meant to be all-inclusive and
should not be construed as such. They are not the only conditions considered to be disabilities, impairments, or reasonable accommodations covered by the ADA/ADAAA.
Employment Status
Various status categories are defined as follows:
New Employee
New employees must complete a standard application and, if possible, submit a written résumé along with any pertinent letters of recommendation.
All new employees must complete their employment packet consisting of a W-4 form,
an I-9 form, a new employee data sheet, and an office policy acceptance form. New employees are required to provide appropriate documentation for the I-9. New employees
must thoroughly understand the contents of their job description and must initial the
job description form, thereby agreeing to fulfill the requirements.
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Introductory Period
The first three months of employment will be an introductory period. During this
time, an employee is ineligible for any hospital benefits. At the end of the introductory
period, performance will be reviewed and, if it is deemed satisfactory, the employee
will be placed on regular status. At this time, the employee will be eligible for the
benefits that apply to this status. At any time, if it is apparent that performance is
not satisfactory and training or counseling has not resulted in sufficient progress, the
employee may be terminated. Successful completion of the three-month introductory
period does not alter the at-will relationship.
Full-time Employee
Full-time employees are defined as employees who are hired for a full-time position
and work an average of 35 hours or more per week over a period of three consecutive
months. Under special circumstances such as illness, a full-time employee may work
fewer hours for up to three months without losing full-time status. Full-time employees are generally eligible for employee benefits subject to the terms, conditions, and
limitations of each benefit program. When in question, the plan program will control
the decision.
Part-time Employee
An employee who is hired for a part-time position and works less than an average of
35 hours per week over a period of three consecutive months is considered part-time.
Part-time employees are generally not eligible for benefits of any kind.
Volunteer (optionally, Observer)
A volunteer [observer] is an individual whose sole purpose is to observe the operations of the hospital for a specific purpose (e.g., school project, research report, study
as a future veterinarian). A volunteer is not an employee, assumes no responsibility,
and receives no compensation or benefits whatsoever. Volunteers are required to fill
out and sign the volunteer release form to release [Practice Name] from any liability.
Volunteers must be at least 18 years of age.
Harassment and Discrimination
Our practice is committed to providing a work environment that is free of sexual
harassment and other harassment, discrimination, or intimidation, whether based on
gender, race, sexual orientation, color, religion, national origin, age, or disability.
The Equal Employment Opportunity Commission (EEOC) defines sexual harassment
as follows:
Quid Pro Quo—Unwelcome sexual advances, requests for sexual favors, and
other verbal or physical conduct of a sexual nature when (1) submission to
such conduct is made either explicitly or implicitly a term or condition of an
individual’s employment and/or (2) submission or rejection of such conduct by
an individual is used as the basis for employment decisions affecting another
individual
Hostile Work Environment—A workplace in which unwelcome sexual advances, requests for sexual favors, and verbal or other conduct of a physical
nature occur and when such conduct has the purpose or effect of unreasonably
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interfering with an individual’s work performance or creating an intimidating,
hostile, or offensive work environment
Examples of sexual harassment include but are not limited to the following:
• Unwanted sexual advances
• Offering employment benefits in exchange for sexual favors
• Making threatening reprisals after a negative response to sexual advances
• Visual conduct such as leering; making sexual gestures; or displaying sexually suggestive objects, pictures, cartoons, or posters
• Verbal conduct such as making derogatory remarks, epithets, slurs, sexually
explicit jokes, or comments about an employee’s body or dress
• Verbal sexual advances or propositions
• Verbal abuse of a sexual nature; graphic verbal commentary about an
individual’s body; sexually degrading words to describe an individual; or
suggestive or obscene letters, notes, or invitations
• Physical conduct such as touching, assault or impeding or blocking movement
• Retaliation for reporting harassment or threatening to report harassment
Any employee who believes he or she has experienced such conduct by anyone—
including a supervisor, co-worker, or persons doing business with or for [Practice
Name]—should tell the offender that such conduct is unwelcome and unacceptable.
If the offensive behavior does not stop, or if the employee is uncomfortable confronting the offender, the employee must immediately report such conduct to his or her
supervisor or [Practice Manager], or the practice owner. All harassment or discrimination complaints should be made in writing. Sexual harassment or any other form of
harassment, intimidation, or discrimination is a violation of [Practice Name] policy
and will not be tolerated.
[Practice Manager] or the practice owner will oversee an investigation of any harassment or discrimination complaints in a confidential and timely manner. [Practice
Name] prohibits retaliation against any employee who complains of harassment or
discrimination or who participates in an investigation. All aspects of the complainthandling procedure will be handled discreetly. However, it may be necessary to
include others on a need-to-know basis. The investigation will be completed as quickly
as practicable and a determination regarding the reported harassment or discrimination will be made and communicated to the employee who complained and to the
accused harasser. Employees who engage in any form of harassment, discrimination,
or intimidation will be subject to disciplinary action up to and including termination
of employment. It is important that our work environment be conducive to effective
job performance and free of harassment, discrimination, and intimidation.
Any employee who believes he or she has been subjected to illegal harassment or
discrimination by a co-worker, manager, or agent of the employer is to immediately
report any such incident to the employer. The employer will investigate and take appropriate action.
Nonretaliation
If an employee has filed a complaint in good faith, the employee should not be disciplined or otherwise penalized because of the complaint, regardless of whether the
complaint is sustained. If it appears that the complaint was not filed in good faith,
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approval of [Practice Manager or the practice owner] should be obtained before any
action is taken
Conflict Resolution
Our practice recognizes that there is potential for conflict to arise between team members. Conflict is not always harmful for a wide variety of reasons and may take many
forms. If handled appropriately, conflict can provide a basis for positive change within
the practice.
All team members are responsible for identifying and resolving conflicts; however,
when the individuals involved cannot resolve the issue, then the procedure will be to
discuss the issue with [Practice Manager or the practice owner]. Grievances between
all personnel should be handled quickly and professionally with a moderator as
needed.
Interpersonal negative comments are not permitted and will result in written reprimand or termination if issues remain unresolved after using the proper channels of
communication to provide a quick, effective, and consistent method for nonsupervisory
employees to present their concerns to management and have those concerns resolved
internally.
Problems, misunderstandings, and frustrations may arise in the workplace. It is
our practice’s intent to be responsive to our employees and their concerns. As part
of new employee training and on a yearly basis thereafter, all team members will
complete conflict resolution training. Consistent compliance with this process is
expected of all employees. Failure to follow this policy may lead to disciplinary
action.
Violence in the Workplace (Optional)
1.Prohibited Conduct
[Practice Name] does not tolerate any type of workplace violence committed by or
against employees. Employees are prohibited from making threats or engaging in
violent activities.
This list, while not exhaustive, provides examples of conduct that is prohibited:
• Causing physical injury to another person
• Making threatening remarks
• Aggressive or hostile behavior that creates a reasonable fear of injury to
another person or subjects another individual to emotional distress
• Intentionally damaging the property of the employer or another employee
• Possession of a weapon while on company property or while conducting
company business
• Committing acts motivated by or related to sexual harassment or domestic
violence
2. Reporting Procedures
Any potentially dangerous situations must be reported immediately to a supervisor or
[Practice Manager]. Reports can be made anonymously, and all reported incidents will
be investigated. Reports or incidents warranting confidentiality will be handled appropriately, and information will be disclosed to others only on a need-to-know basis.
All parties involved in a situation will be counseled, and the results of investigation
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will be discussed with them. The hospital will actively intervene at any indication of a
possibly hostile or violent situation.
3. Risk-Reduction Measures
While we do not expect employees to be skilled at identifying potentially dangerous
persons, employees should exercise good judgment and inform [Practice Manager] if
any employee exhibits behavior that could be a sign of a dangerous situation. Such
behavior includes the following:
• Discussing or bringing weapons to the workplace
• Displaying overt signs of extreme stress, resentment, hostility, or anger
• Making threatening remarks
• Exhibiting sudden or significant deterioration
of performance
• Displaying irrational or inappropriate behavior
4. Investigation
All reports of workplace violence will be taken seriously and investigated promptly
and thoroughly. In appropriate circumstances, the hospital will inform the reporting individual of the results of the investigation. To the greatest extent possible, the
hospital will maintain the confidentiality of both the reporting employee and the
investigation but may need to disclose results to protect individual safety. We will
not tolerate retaliation against any employee who reports workplace violence. If the
incident could be considered of a criminal nature, the police will be contacted.
5. Corrective Action and Discipline
Threats, threatening conduct, or any other acts of aggression or violence in the workplace will not be tolerated. If it is determined that workplace violence has occurred,
we will take appropriate corrective action and will impose discipline on the offending
employee(s). The appropriate discipline will depend on the particular facts but may
include written or oral warnings, probation, and reassignment of responsibilities,
suspension, or termination. If the violent behavior is that of a nonemployee, we will
take appropriate corrective action in the attempt to ensure that such behavior is not
repeated. Any criminal behavior will be communicated to legal authorities.
Weapons-Free Workplace (Optional)
To ensure that [Practice Name] maintains a safe workplace that’s free of violence
for all employees, the practice prohibits the possession or use of perilous weapons on
hospital property. A license to carry a weapon on public property does not supersede
practice policy. Any employee in violation of this policy will be subject to prompt
disciplinary action up to and including termination. All practice employees (including
contract and temporary employees), visitors, and customers on company property are
subject to this provision.
Hospital property is defined as all practice-owned or leased buildings and the surrounding areas such as sidewalks, walkways, driveways, and parking lots under the
practice’s ownership or control.
Dangerous weapons include firearms, explosives, knives, and other weapons that
might be considered dangerous or could cause harm. Employees are responsible for
making sure that any item they possess is not prohibited by this policy.
[Practice Name] reserves the right at any time and at its discretion to search all vehicles, packages, containers, backpacks, purses, lockers, desks, enclosures, and persons
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entering its property, for the purpose of determining whether any weapon has been
brought onto its property or premises in violation of this policy. Employees who fail or
refuse to promptly permit a search under this policy will be subject to discipline up to
and including termination.
Drug/Alcohol Testing
All employees may be required to undergo random testing for alcohol or drug abuse at
any time during employment if there is reasonable suspicion of drug or alcohol abuse.
This testing may include a medical examination and urinalysis. Consenting to these
tests may be a requirement for continued employment.
Drug-Free Workplace (Optional)
[Practice Name] provides a safe and productive work environment for all employees. It is the policy of the practice that employees shall not be involved with
the unlawful use, possession, sale, or transfer of any drugs or narcotics that may
impair their ability to perform assigned duties or may otherwise adversely affect
the practice’s business. Further, employees shall not possess or consume alcoholic
beverages in the workplace or during work time. The specific purpose of this policy
is to outline the methods for maintaining a work environment free from the effects
of alcohol, drug abuse, or other substances that adversely affect the mind or body.
To fulfill our responsibility to provide reliable and safe service to our patients,
employees must be physically and mentally fit to perform their duties capably and
efficiently.
Introduction
A. Employees are expected to report for work and remain in condition to perform assigned duties free from the effects of alcohol and drugs.
• Alcohol abuse, illegal drug use, and their physiological effects represent a
threat to the well-being and security of employees and could cause extensive
damage to the practice’s reputation and community standing.
• Any involvement with alcohol/drugs that adversely affects the workplace or
the work environment will not be tolerated.
• Off-the-job illegal drug activity or alcohol abuse that could have an adverse
effect on an employee’s job performance or jeopardize other employees’ or
the public’s safety, the practice’s equipment, or [Practice Name] relations
with the public will not be tolerated.
B. Illegal drugs—as defined under federal, state, or local laws—include but are not
limited to the following:
• Marijuana (depending on state)
• Heroin
• Hashish
• Cocaine
• Hallucinogens
C. The use of drugs or alcohol during working hours is strictly prohibited.
Consequences of Alcohol/Drug Abuse
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A. Drug Abuse
The use, sale, or personal possession (e.g., on one’s person or in a desk or vehicle) of
illegal drugs while on the job (including rest periods and meal periods,) or on [Practice
Name] property is a dischargeable offense and may result in criminal prosecution.
Any illegal drugs found will be turned over to the appropriate law enforcement
agency.
B. Alcohol Abuse
The use or personal possession (i.e., on one’s person or in a desk or vehicle) of alcohol
during work time or on practice property is a dischargeable offense.
For all employees, alcohol consumption is prohibited during the workday, including
rest and meal breaks. However, there may be occasions removed from the usual work
setting at which it is permissible to consume alcohol in moderation and with management approval. Employees who consume alcohol under such circumstances shall not
report back to work during that workday.
Required Testing
Before employment: Drug and alcohol tests will be conducted as a routine part of
the pre-employment process for all job applicants. Applicants must satisfactorily pass
drug screening prior to being hired. An offer of employment may be made contingent
on satisfactorily meeting these requirements (check your state requirements). If the
drug screening indicates the presence of illegal drugs or other controlled substances,
the applicant will not be considered further for employment.
Reasonable suspicion: Employees are subject to testing based on (but not limited
to) supervisor observations of suspected workplace use or possession of or impairment
by drugs or alcohol. [The practice owner or Practice Manager] shall be consulted before directing an employee to be tested. All levels of supervision making this decision
must utilize the observation checklist to document specific observations and behaviors
that create reasonable suspicion that the person is under the influence of illegal drugs
and/or alcohol. If the results of the observation checklist indicate further action is
justified, the manager/supervisor will confront the employee with that documentation and/or with another member of management. Under no circumstances will the
employee be allowed to drive to the testing facility. A member of supervision/management must escort the employee; the supervisor/manager will make arrangements for
the employee to be transported home.
After an accident: Employees are subject to testing when they cause or contribute
to an accident that seriously damages [Practice Name] equipment or property and/
or results in injury to himself or herself or another employee that requires off-site
medical attention. In any of these instances, investigation and subsequent testing
must take place within two hours of the accident. Under no circumstances will the
employee be allowed to drive to the testing facility.
Follow-up: Employees who test positive or otherwise violate this policy are subject to
discipline up to and including dismissal. Depending on the circumstances and the employee’s work history, [Practice Name] may offer an employee who violates this policy
or tests positive the opportunity to return to work on a last-chance basis pursuant to
agreed-upon terms; these could include follow-up drug testing at times and frequencies determined by [Practice Name] for a minimum of one year but not more than two
years, as well as waiving the right to contest any termination resulting from a sub-
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sequent positive test. Any employee who either does not complete the rehabilitation
program or tests positive after completing it will be subject to immediate dismissal
from employment.
Consequences: Applicants who refuse to cooperate in a drug test or who test positive
will not be hired and will not be allowed to reapply/retest in the future.
Employees who refuse to cooperate in required tests or who use, possess, buy, sell,
manufacture, or dispense any illegal drug in violation of this policy will be terminated.
Under no circumstances will any employee who we believe is impaired but refuses to
be tested be allowed to drive.
The first time an employee tests positive for alcohol or illegal drug use under this
policy, the employee will be subject to discipline up to and including dismissal.
Employees will be paid for time spent in alcohol/drug testing and then suspended
pending the results of the test. After the results are received, a meeting will be scheduled to discuss them; this meeting will include [Practice Manager], the supervisor, and
the practice owner. Should the results prove to be negative, the employee will receive
back pay for the suspension time/days.
Inspections
[Practice Name] reserves the right to inspect all portions of its premises for drugs,
alcohol, or other contraband; affected employees may have union representation involved in this process. All employees and visitors may be asked to cooperate in inspections of their persons, work areas, and property that might conceal a drug, alcohol, or
other contraband. Employees who possess such contraband or refuse to cooperate in
such inspections are subject to appropriate discipline up to and including dismissal.
[Practice Name] will encourage and reasonably accommodate employees with alcohol
or drug dependencies to receive treatment and/or rehabilitation. Employees desiring
such assistance should request a treatment or rehabilitation leave. [Practice Name]
is not obligated, however, to continue to employ any person whose performance of
essential job duties is impaired because of drug or alcohol use, nor is [Practice Name]
obligated to re-employ any person who has participated in treatment and/or rehabilitation if that person’s job performance remains impaired as a result of chemical
dependency. Additionally, employees who are given the opportunity to obtain treatment and/or rehabilitation but fail to overcome their dependency or problem will not
automatically be given a second opportunity to seek treatment and/or rehabilitation.
This policy on treatment and rehabilitation is not intended to affect [Practice Name]’s
treatment of employees who violate the regulations as described previously. Rather,
it is to recognize that rehabilitation is an option for employees who acknowledge a
chemical dependency and voluntarily seek treatment to end that dependency.
Employees with questions related to drug or alcohol use in the workplace should raise
their concerns with the owner or [Practice Manager] without fear of reprisal.
Workplace Bullying
[Practice Name] defines bullying as follows: repeated verbal, physical, or other inappropriate behavior, either direct or indirect, conducted against one or more other
people at the place of work and/or in the course of employment. Such behavior violates
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[Practice Name] policy, which clearly states that all employees will be treated with
dignity and respect.
The purpose of this policy is to communicate to all employees, including supervisors,
managers, and independent contractors, that [Practice Name] will not under any
circumstances tolerate bullying behavior. Employees found in violation of this policy
will face discipline up to and including termination.
Bullying may be intentional or unintentional. However, it must be noted that where
an allegation of bullying is made, the intention of the alleged bully is irrelevant and
will not be given consideration when determining discipline. It is the effect of the
behavior on others that is important. [Practice Name] considers the following types of
behavior examples of bullying:
• Verbal abuse: Slandering, ridiculing or maligning a person or his or her
family; persistent name calling that is hurtful, insulting or humiliating; using a person as the butt of jokes; abusive and offensive remarks
• Physical intimidation: Pushing, shoving, kicking, poking, tripping, actual or
threat of physical assault, damage to a person’s work area or property
• Gestures: Nonverbal threatening physical motions; glances that convey
threatening messages
• Exclusion: Socially or physically excluding or disregarding a person in workrelated activities
In addition, the following examples may constitute or contribute to evidence of bullying in the workplace:
• Persistent singling out of one person
• Shouting, using a raised voice at an individual publicly and/or in private
• Using verbal or obscene gestures
• Not allowing the person to speak or express him/herself (e.g., ignoring or
interrupting)
• Personal insults and use of offensive nicknames
• Public humiliation in any form
• Constant criticism on matters unrelated or minimally related to the person’s job performance or description
• Ignoring or interrupting an individual at meetings
• Public reprimands
• Repeatedly accusing someone of errors that cannot be documented
• Deliberately interfering with mail or other communications
• Spreading rumors and gossip regarding individuals
• Encouraging others to disregard a supervisor’s instructions
• Manipulating the ability of others to do their work (e.g., over- or underloading, withholding information, assigning meaningless tasks, setting deadlines that cannot be met, giving deliberately ambiguous instructions)
• Inflicting menial tasks not in keeping with the normal responsibilities of the job
• Taking credit for another person’s ideas
• Refusing reasonable requests for leave in the absence of work-related reasons not to grant leave
• Deliberately excluding or isolating an individual from work-related activities (meetings, etc.)
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• U
nwanted physical contact, physical abuse, or threats of abuse to an individual or an individual’s property (defacing or marking up property)
Nonsolicitation Policy (Optional)
It is the policy of this hospital to prohibit internal solicitation among employees as
well as from outside solicitors. This policy has been established to help protect the
work environment and prevent uncomfortable situations from developing.
Outside Employment
All regular full-time employees must obtain approval from their immediate supervisors or [Practice Manager] before accepting any outside employment. Approval will be
based on whether there is any possible conflict of interest, interference with the employee’s ability to perform their duties for [Practice Name], and disruption from their
regular work hours. Activity related to outside employment may not take place during
the employee’s regular hours or involve the use of the practice’s resources.
Any employee who wishes to serve in an advisory capacity or serve on the board of another organization must first obtain approval from [Practice Manager]. Approval will
be granted based on the amount of time and type of activity involved, any interference with the employee’s regular work schedule, and the benefit to the employee and
[Practice Name].
Employment of Relatives (Optional)
Employment of relatives is not prohibited provided that all the following conditions
are met:
• The applicant is qualified for the position
• The employee and relative will not be in a direct reporting relationship with
one another
• The personal relationship will not adversely affect the workflow or processes of the hospital
• The employee would not participate in any performance or compensation
reviews of the relative
For the purpose of this policy, relatives are defined as spouse (including common law),
parent, child, brother, sister, grandparent, grandchild, uncle, aunt, nephew, niece, or
first cousin, whether by blood or marriage.
Personnel Records
It is your responsibility to ensure that your personnel records are kept up-to-date.
This includes notification of changes in address, name, marital status, number of
dependents, telephone number, or anything else you feel the hospital should know.
Your personnel file is a consolidation of information throughout your employment
with the hospital. It is treated in a highly confidential manner, and only authorized
people are permitted to review it.
Employee File Access (verify state requirements)
Employee files are maintained by [Practice Manager] and are considered confidential. Supervisors and other personnel may access personnel file information only on a
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need-to-know basis.
A manager or supervisor considering the hire of a former employee or the transfer of a
current employee may be granted access to the file or limited parts of it in accordance
with anti-discrimination laws.
Personnel files are to be reviewed only in [Practice Manager]’s office. Even managers
and supervisors may not take personnel files outside of the office.
Representatives of government or law enforcement agencies, in the course of their duties, may be allowed access to file information. Such a decision would be made at the
discretion of [Practice Manager] or the practice owner in response to the employee’s
request or a valid subpoena or court order.
Personnel file access by current employees and former employees on request will
be made in accordance with state law. The state has the following requirement(s)
______________________.
Release of Employee Information
[Practice Name] maintains strict confidentiality of employee records. However,
operating requirements of the practice necessitate the disclosure of some employee
information. Employee information may be disclosed to external organizations under
circumstances such as the following:
Garnishments/Levies/Support Orders
Upon receipt of a properly authorized request to release information or initiate deductions from employee pay, [Practice Name] will release salary/wage information and
begin deductions from pay.
Lenders/Credit Organizations
Upon receipt of an authorized request that includes the employee’s signature, the
company will release information. [Practice Name] will not respond to any telephone
requests for information.
Prospective Employers
The company will provide information for reference purposes, which will be limited
to job title(s) held, dates of employment, earnings at termination, and whether the
employee is eligible for rehire with the practice.
Genetic Information Nondiscrimination Act (required if 15 or more
employees)
Title II of the Genetic Information Nondiscrimination Act of 2007 (GINA) prohibits
use of genetic information in making decisions related to any terms, conditions, or
privileges of employment; prohibits covered entities from intentionally acquiring
genetic information; requires confidentiality with respect to genetic information (with
limited exceptions); and prohibits retaliation.
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SECTION V
EMERGENCY AND SAFETY
Fire
In case of a fire emergency, employees on duty are to call 911 and inform the dispatcher of the situation, including the hospital name, address, and location of the fire and
that there is oxygen on the premises.
Fire evacuation plans are posted ______________in the hospital. If the fire is not life
threatening, one individual should try to extinguish or contain the fire with the appropriate fire extinguishers while other employees move patients to a safe area in the
hospital. Fire extinguishers are located_________________________. If there appears
to be no safe area inside the hospital, patients should be moved outside to employees’
cars, tied to fences, or placed in ________________.
Under no circumstances are employees to attempt to rescue animals when an evacuation is required. Only trained emergency responders shall make rescue attempts
at this time. Employees may assist trained emergency responders by taking charge
of the animals once they have been moved to a safe location. The safety coordinator
should report to emergency responders with the status of all employees present. Once
all employees are accounted for, emergency responders may be asked to attempt the
rescue of patient animals.
The practice owner should be contacted as soon as possible.
Tornadoes or Other Severe Weather Conditions
In case of severe weather conditions such as tornadoes, employee should proceed to
___________ for safety. If clients are in the practice, employees should also ensure
their safety.
Accidents
Maintaining a safe work environment requires the continuous cooperation of all employees. The hospital encourages employees to communicate with each other and their
supervisor regarding safety issues. If you experience or witness an accident in which
a team member, client, or visitor sustains a personal injury, immediately report the
situation to your supervisor regardless of the seriousness of the injury.
Employees who sustain work-related injuries or illnesses should inform [Practice
Manager] immediately. If an employee is injured on the job, this hospital provides coverage and protection in accordance with workers’ compensation laws. All employees
will be provided care, first aid, and/or emergency service, as required, for injuries or
illnesses while on [Practice Name] premises. If medical care is needed, the employee’s
physician should treat the injury as soon as possible.
Failure to report accidents is a serious matter, as it may preclude an employee’s coverage under workers’ compensation insurance.
Hazardous Materials
This hospital feels responsible for providing its team with a safe and healthful workplace. The provision of safety equipment and information is the primary means of
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accomplishing this commitment. The hospital attempts to monitor all functional areas
to make sure there are no hazards and that compliance with all federal, state, and
local health and safety codes is maintained.
During the performance of your job, you may come in contact with toxic chemicals
or other hazardous materials. Each of these materials has its own properties and
characteristics. Chemicals in any form can be stored, handled, and used safely if their
properties and characteristics are understood and proper safeguards are taken.
In compliance with the Occupational Safety and Health Administration (OSHA)
Employee Right to Know law, this hospital has all the safety data sheets (SDSs) for
the materials used on the premises, as well as a list of the materials on hand and
a hazardous-material handling plan. These documents contain information that
describes normal day-to-day handling of chemicals as well as what to do for accidental
spills or emergencies.
The hazardous-material handling plan, inventory list, and SDSs are located . If you wish to examine any of these documents, feel free to ask your supervisor for time to do so.
We need your help in keeping up-to-date. If during your daily duties you notice any
chemical that is not on the inventory list in the front of the SDS book, please notify
your supervisor immediately so that it may be evaluated and proper safety precautions can be implemented.
Dosimeter Badges
All employees over the age of 18 years who have duties that may put them in contact
with radiograph processing will receive a dosimeter badge. Always wear your dosimeter badge when assisting with taking x rays; the badge measures your personal
exposure to scatter radiation. If you do not have a dosimeter badge do not assist or
go near Radiology while exposure is possible. These badges contain radiographic film
that darken with exposure. The film is changed quarterly and exposure levels are
measured. Levels are compared to standards for maximum dosages permissible for a
lifetime.
Name badges and dosimeter badges are not to leave the premises of the hospital.
These badges are your responsibility, and you may be asked to pay for replacement in
the event of recurring loss.
Safety Equipment
Personal protective equipment must be worn during certain clinic and/or laboratory
procedures. The hospital provides all required safety equipment, including aprons,
gloves and nonprescription safety glasses. You are responsible for properly wearing the
safety equipment that is provided and for reporting any damage or unusable safety
equipment to your supervisor immediately. Detailed information and training regarding safety equipment use is covered with employees during their OSHA training.
Injury and Illness Prevention Program (Optional)
The hospital has established an injury and illness prevention program (I2P2) to educate and reinforce safety standards in the workplace. This program will be reviewed
with employees periodically during their employment; however, some of the key
features are summarized below:
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1. R
esponsibility for Administration: The safety coordinator has primary
responsibility for implementing and administering this program within the
hospital. The safety coordinator’s name will be posted on the employee bulletin board.
2. Compliance: All employees are required to comply with the company’s safety
and health policies and practices.
3. Communication: Employees will be informed of matters relating to occupational health and safety from time to time. Communication may take the
form of posted information, safety updates, employee meetings, or training
sessions. Employees are encouraged to direct any questions or concerns and
report any unsafe work conditions to the safety coordinator. Employees are
guaranteed freedom from retaliation or reprisal for expressing concerns
about workplace safety or reporting unsafe conditions.
4. Inspections: The safety coordinator will conduct periodic inspections of the
facility to identify potential hazards, and unsafe conditions or practices.
5. Accident/Injury Investigation: All occupational accidents, injuries, and
illnesses will be investigated in a timely manner. The main goal of accident investigation is the prevention of further incidents. Additionally, the
investigation will be used to provide information for the accident report to
the workers’ compensation insurance carrier.
6. Correction of Unsafe Conditions: The hospital will take prompt, appropriate
action as determined by the individual circumstances to correct any unsafe
condition or practice.
7. Training and Instruction: The hospital will provide training and instruction
to employees from time to time.
8. Recordkeeping: The practice will retain records of inspections and training
for the period of time required by law.
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SECTION VI
PAY PERIODS AND SCHEDULING
Paydays
Employees are paid biweekly (every two weeks). Payroll checks will be available no
later than 4:00 p.m. every other ___day. If this day falls on a holiday or weekend,
paychecks will be distributed the day prior to the standard payday.
Time Records
All employees are required to keep a record of their work, observing the following
practices:
• Record your time in and time out on the [computer or time clock] as you
initiate and conclude your work duties daily.
• Record time accurately.
• Record any breaks in the workday (i.e., lunch, medical appointments,
personal time that was taken off) and make a note of it on the [time card or
time software].
• Any swapping of hours with another employee or substituting of days off
must be approved by [Practice Manager] two weeks prior to this arrangement.
• We try to see that everyone receives a minimum of one-half hour for lunch;
however, if business is pushed and the hospital is behind in its work, a
shortened lunch period may be required. If the schedule permits, longer
lunch breaks are permitted. At times when lunch periods are shortened and
the employee does not receive a half-hour for lunch, the entire period will be
paid.
• Part-time or full-time team members who are scheduled to work weekends
will be expected to work each weekend as assigned, including weekends of
holidays or special events.
• Employees are required to sign their time records at the conclusion of
each pay week before payroll checks are issued. Your time record is legal
documentation of your hours worked and must not be destroyed, falsified, or
removed from the hospital.
• Recording time in or out for another employee will be grounds for immediate dismissal.
Overtime
All overtime work must be authorized in advance by [Practice Manager]. You will
be paid time and one-half for hours worked in excess of forty hours in one week. An
employee who works unauthorized overtime may be disciplined up to and including
termination.
Work Schedules
Work schedules are posted four weeks in advance. Once the schedule has been
posted for 24 hours, it will be considered final. Changes in the assigned work
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schedule other than vacations or personal leave can only be made with thirty days
prior permission of [Practice Manager], and are based on seniority, attendance
record, performance, and priority of request. While an employee’s schedule may be
the same for a number of weeks, there is no guarantee that it will remain as such
indefinitely. Please check carefully for any changes each week. Employees requesting a change of schedule are responsible for arranging for a substitute of equivalent skill and experience from within the existing hospital team and must receive
both verbal and written approval from [Practice Manager] on the work schedule
for said substitution.
In emergency or dire stress situations, it may be necessary to occasionally change
the planned team work schedule, possibly with only a last minute’s notice given,
in order to meet the hospital’s case load and to provide service to our patients and
clients. It is expected that all hospital team members will be aware of this possible
inconvenience to their personal schedules and will conduct themselves in a cooperative, professional manner.
Attendance
If you are unable to work for any reason, please notify [Practice Manager] by telephone or in person as early as possible before starting time. Do not leave a recorded
message or a send a text message.
Regular attendance and punctuality by team members are important elements
in our efforts to maintain a high level of patient and client care. Reassigning
team members or revising schedules to accommodate absences/tardiness puts
a burden on all team members; however, we recognize that team members occasionally become ill and need to miss work or be late. Please inform us as soon
as possible.
Not reporting to work and not calling to report the absence is a no-call/no-show and is
a serious matter. The first instance of a no-call/no-show will result in a final written
warning. The second separate offense may result in termination of employment with
no preliminary disciplinary steps. Any no-call/no-show lasting two days is considered
job abandonment and will result in immediate termination of employment.
Management may consider extenuating circumstances when determining discipline
for a no-call/no-show (for instance, if the employee is in a serious accident and is hospitalized). Management reserves the right to use its discretion in applying this policy
under special or unique circumstances.
Punctuality
Employees are expected to report for work on time.
• Arrival and departure times will be determined by the time on the time
clock recording. An employee is considered late if he or she reports to work
more than five minutes after the scheduled starting time; an early departure
is one in which the employee leaves before the scheduled end of his or her shift
without having been given the directive or permission from your supervisor or
[Practice Manager].
• A tardy arrival, early departure or other shift interruption requires prior approval by the supervisor. An employee who is tardy may be allowed to adjust that
day’s schedule to work an equivalent amount of time at the end of the shift.
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Tardiness for employees will be reviewed and points assessed for each day of
work the employee does not report as scheduled. The employee will be given two
points for arriving no later than ten minutes after their scheduled starting time;
and three points for arriving between eleven minutes and one hour late. Employees who are more than one hour late in reporting for work will accumulate five
points.
Absence
Points
Explanation
1–10 minutes
2
Tardy
11 minutes–1 hour
3
Late
Over 1 hour
5
Unauthorized Absence
Disciplinary Action
Employees will be subject to disciplinary action when the total points accumulated
from unauthorized absences and tardiness reaches the following levels during any
six-month period:
Points
Corrective Action
9 Points
11 points
Verbal Warning
Written Warning
13 points
Termination
No-Call/No-Show
All employees must inform their department of absences/lateness whenever possible. Team members who fail to contact their department cause others to take on
additional duties, which leads to an overall loss in productivity. Employees who fail
to notify their department of any absence in accordance with the department’s policy
will be subject to corrective action up to an including termination, depending on the
circumstances.
Employees who are absent for two consecutive days without notifying their departments will be presumed to have abandoned/resigned their positions.
Attendance and Punctuality (optional)
Regular attendance and punctuality by nonexempt staff are important elements in
our efforts to maintain high levels of productivity and achieve our goals. Reassigning
staff or revising schedules to accommodate absences/tardiness puts a burden on all
team members. However, we recognize that nonexempt staff occasionally become ill,
need to miss work, or will be late.
Attendance
An absence occurs when an employee misses one or more consecutive scheduled
work days for a single reason. An unauthorized absence occurs when the employee’s
supervisor/department has not been properly notified that an employee will be late or
absent.
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Attendance records for nonexempt team members will be reviewed each week. Five
points will be assessed for each unauthorized time a nonexempt employee is over five
minutes late or fails to clock in after breaks or lunch.
Punctuality
Employees are expected to report for work on time. Tardiness for non-exempt team
members will be reviewed and points assessed for each day of work the employee
does not report as scheduled. Employees will be given one point for arriving no later
than fifteen minutes after their scheduled starting time, and three points for arriving
between fifteen minutes and two hours late. Employees who are more than two hours
late in reporting for work will accumulate five points.
Absence
Points
Explanation
1–14 minutes
1
Tardy
15 minutes–2 hours
3
Late
Over 2 hours
5
Unauthorized Absence
No-Call/No-Show (see explanation in this policy)
20
Failure to contact manager about not
showing up for a shift
Disciplinary Action
Employees will be subject to disciplinary action when the total points accumulated
from unauthorized absences and tardiness reaches the following levels during any
three-month period:
Points
Corrective action
6 points
20 points
Verbal warning
Written warning
25 points
Job termination
No-Call/No-Show
All employees must inform their department of absences/lateness whenever possible. Team members who fail to contact their department cause others to take on
additional duties, which leads to an overall loss in productivity. Employees who fail
to notify their department of any absence in accordance with the department’s policy
will be subject to corrective action up to an including termination, depending on the
circumstances.
Employees who are absent for two consecutive days without notifying their departments will be presumed to have abandoned/resigned their positions.
Chronic Absence or Tardiness
Employees receiving corrective action under this policy are expected to improve their
attendance/punctuality. Failure to improve and/or sustain improvement may result
in the employee receiving additional correction up to and including termination.
Employees who are chronically unable or unwilling to attend work regularly present
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a hardship to other employees and our clients as well as patients. Thus, any employee
who within the past year has received two corrective actions of the same type will be
subject to the next level of correction for future periods of absence.
Job Abandonment
Employees who are absent from work for two consecutive workdays without properly
reporting their absence or who fail to communicate with [Practice Name] following
the expiration of a leave of absence will be considered to have abandoned their job and
resigned. Their pay will cease effective the first day of their absence.
Employees who abandon their job will not be entitled to accrued but unused vacation
days. (Check state laws.)
Chronic Absence or Tardiness
Employees receiving corrective action under this policy are expected to improve their
attendance/punctuality. Failure to improve and/or sustain improvement may result
in the employee receiving additional correction up to and including termination.
Employees who are chronically unable or unwilling to attend work regularly present
a hardship to other employees and our clients as well as patients. Thus, any employee
who within the past year has received two corrective actions of the same type will be
subject to the next level of correction for future periods of absence.
NOTE: If your practice employs more than 15 employees and excessive
absenteeism or tardiness is related to a medical condition covered by the
American Disabilities Act, it is suggested that you consult with legal counsel before terminating these individuals.
Forced Closings and Severe Weather Conditions (Optional)
Unless notified by your supervisor, you are to report to work on all regularly scheduled days regardless of weather conditions. If you are unable to report to work due to
weather conditions, you must notify your supervisor as soon as possible.
The decision to close or delay regular operations will be made by management. When
the decision is made to close the office, employees will receive official notification from
their supervisors. Employees can also call the office for emergency or weather-related
closing information.
You may choose to use any available paid time off (PTO) to cover the missed hours
you were scheduled to work. Only employees using PTO will be paid for severe-weather closures.
Reporting for work pay—see state requirements.
Leave of Absence
It is the hospital’s policy to grant leaves of absences to all eligible employees on a
non-discriminatory basis. A leave of absence will be considered in cases of medical
disability (including pregnancy), family care, military service, or jury or witness duty.
Upon completion of leave, the employee will be reinstated to the same position or a
similar position if justified by business necessity.
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If you are taking a leave due to emergency circumstances, you must provide notice
within two days of the emergency. Verbal notice may be accepted initially; however,
written notification is required. For medical leave, written notification from your or
your family member’s doctor will also be required to verify your need to take leave.
Employees returning from a medical leave of absence are required to furnish a medical release and proof of fitness for duty from their health care practitioner.
A leave of absence may be granted to employees who have been employed for at least
six months and have worked an average of 25 or more hours, before the request for
family medical leave is made.
In situations where the need for medical leave is known, employees must give 30-day
written notice to take family medical leave. In the case of an emergency situation
where there is no opportunity to give notice, an employee must notify his or her supervisor of the intent to take family medical leave immediately.
Employees are entitled to take up to four weeks family medical leave during any
12-month period (a week being the employee’s normal work schedule). The clinic will
address any leave extending beyond four weeks on a case-by-case basis.
Employees may use any PTO hours available to them during the family medical
leave. If this is exhausted, the balance of leave will be unpaid.
Maternity Leave
Employees should be aware that there are certain hazards common in veterinary
hospitals that pose significant risks to a developing fetus. A pregnant employee should
provide her physician with information about her job responsibilities. The hospital
will make reasonable accommodations to meet any requirements made by the physician. The employee is expected to adhere to all safety rules relevant to any procedure
being performed or product being used. If the employee cannot safely perform the
essential requirements of the position, she may request unpaid pregnancy leave in
accordance with our established leave policy. We request that pregnant employees
discuss this matter with their physician to provide us with an outline of what their
duties can include during this time.
In accordance with the personal leave policy, it is the employee’s responsibility to
keep the hospital informed of health status and any disability and leave extensions
required. This must be in writing. The employee must also provide any required
medical certification supporting the need for accommodations or continued leave. This
privilege is extended to all team members, male or female. Male team members may
request pregnancy disability leave on the advice of his spouse’s physician, when home
care or extensive medical procedures are necessary.
Child Care Leave (Optional)
All employees are entitled to up to two months of paid child care leave at full pay
following the birth or adoption of a child, plus any available vacation days, provided
that the employee (i) is the full-time primary care parent during the period of the
leave and, (ii) has been employed by the practice for one year or more when the
child care leave period begins. The childcare leave period shall follow any disability
absence due to pregnancy. In addition to the paid childcare leave period, the employee may request additional childcare leave without pay, subject to the approval
of the supervisor [or Practice Manager]. During childcare leave, the employee shall
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continue to receive all employee benefits previously provided and be eligible for
salary increases and bonuses. Eligibility for promotions shall not be affected in any
way by the fact that an employee has been on childcare leave, although the timing
of such consideration for promotions may be affected if the leave or leaves are for
extended periods.
Breastfeeding Policy
[Practice Name] is aware of the importance of breastfeeding for the health of babies
and mothers. Employees returning from maternity leave will receive the support of
their co-workers and supervisors. An employee wanting to express milk so that she
can continue to breastfeed should discuss the issue with her supervisor [or Practice
Manager]. Per [state] law, breastfeeding employees will have unpaid 30-minute
breaks during each four-hour shift to express milk and a private environment in
which to do so. Supervisors will allow for some flexibility and will deal with each team
member on an individual basis.
[Employers are to determine whether their state has specific laws that protect breastfeeding mothers and amend this policy accordingly.]
Bereavement Leave (Optional)
[Practice Name] offers bereavement leave to full-time and part-time employees after
the loss of an immediate family member. The employee’s immediate supervisor authorizes the use of bereavement leave. An eligible employee may take up to two days
of paid leave for a death in the immediate family. Management has discretion to deny
bereavement leave under exceptional circumstances. Immediate family includes the
employee’s spouse; child; add parents; siblings; grandparents; and spouse’s parents,
siblings, and grandparents. If additional time is needed, vacation or unpaid personal
leave may be taken with [Practice Manager]’s approval.
Employees needing bereavement leave should notify their supervisor at least two
hours before their regular shift. Within a reasonable period of time, verification of
need (obituary, death certificate, etc.) may be required.
Civic Duty
[Practice Name] considers jury or witness duty and voting to be civic responsibilities.
[Practice Name] realizes that a call to serve on a jury or as a witness is beyond the
control of an employee and [Practice Name]. Absences due to jury or witness duty will
be excused.
[Practice Name] encourages employees to vote before or after their work schedule if
possible. If not, the employee’s supervisor should be informed in advance so that work
schedules can be adjusted as needed to ensure the employee has the opportunity to
vote.
Military Service (Optional)
[Practice Name]’s policy is to comply with all applicable laws that afford protection
rights to employees serving duty with the military, military reserve, the US Coast
Guard, and the National Guard. Members of a military reserve or National Guard
unit may have an annual training period. When an employee receives orders for such
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training, he or she should promptly notify [Practice Manager], detailing the duration
of the required service.
If an employee so desires, he or she may use vacation time for military service. Any
additional time needed for military service will be a leave of absence without pay.
Should an employee be required to take an extended leave without pay to fulfill his
or her military duty, eligibility for reinstatement after military service or training
is completed is governed by applicable state law as well as the Federal Uniformed
Services Employment and Reemployment Rights Act of 1994 (USERRA), which
determines the rights and benefits of employees who are in the military and/or report
for service.
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SECTION VII
EMPLOYEE BENEFITS
Vacation
Full-time employees will receive vacation time off equivalent to five vacation days
after six months and at the completion of their second year of employment at [Practice Name]. Vacation hours equivalent to 10 vacation days may be taken by full-time
employees at the completion of their third year of employment and each subsequent
year of employment thereafter up to seven years.
Anyone employed by the hospital for more than seven years will be entitled to vacation hours equivalent to 15 vacation days.
Vacation time off is not cumulative—that is, vacation hours may not be rolled over
from one year to the next. Any vacation hours not used during the employment year
will be forfeited and not be compensated.
Vacation time off must be scheduled and approved at least one month in advance.
Vacation days taken immediately prior to, during, or after a holiday must be approved
by [Practice Manager] at least two weeks in advance.
Salaried exempt employees must take vacation time in full- or half-day increments.
Nonexempt employees may take vacation time in full-day or hourly increments.
Vacation time does not accrue during a leave of absence for any reason.
Months/Years
Employed
Average Hours Worked (excluding
overtime)
Vacation Available
0–3 months
40
0
3 months–2 years
40
40/year
3 years–7 years
40
80/year
8 years and thereafter
40
120/year
Note: Because full-time employees’ scheduled work hours vary from 35 to 40 hours
per week, the vacation benefit will be calculated based on the full-time employee’s
average hours worked per week during the previous six months of employment, not to
include overtime. For example, employees with an average of 35 hours worked will be
entitled to 35 hours of vacation time at the completion of the first six months of their
first year of employment; 35 hours upon completion of their second year, and 70 hours
upon completion of their third year of employment.
Sick Time
Full-time employees will accumulate sick time at the rate of half a day per month
from the date of employment, but these days may not be used until the employee has
worked for the practice for at least three months. Sick days will be cumulative—that
is, sick days not used within one calendar year will be rolled over into the next year
to a maximum of 12 days. After 12 sick days have been accumulated, employees will
be paid for unused sick time in excess of 12 days during the last week in December.
However, sick days may not be used to extend vacation time. Sick time is provided for
the benefit of our employees and is not to be abused in any fashion. If an employee
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becomes ill, the rolled-over extra time may be needed. Any employee found abusing
sick time will be dealt with on an individual basis.
Employees are not paid for unused sick days upon termination of employment.
Personal Leave (Option to Sick Leave)
Full-time employees will accumulate personal leave, which may be used for sick
leave, at the rate of one-fourth of a day per month, or a total of three days per year
from the date of employment, upon successful completion of the introductory period,
but these days may not be used until the employee has worked full-time for [Practice Name] for at least six months. Prorated personal leave (as previously described)
may be cumulative for two years, for a maximum of six days; if they are not used
within this 24-month calendar period, the employee will be paid for those days or
hours. This will be like a bonus at the end of the year for being healthy. Accrued
personal leave may be used to extend vacation days if the above requirements have
been met.
Paid Time Off (Option to Vacation/Sick/Personal Leave)
To make our benefits more flexible and provide our team members with the ability to
schedule personal time off, we have combined vacation, personal, and sick time into
paid time off.
Full-time employees working an average of 40 hours per week will accrue PTO according to the following schedule:
PTO Accrual
Months/Years Employed
PTO Available
3 months–1 year
5 days (40 hours)
1–3 years
10 days (80 hours)
4–5 years
15 days (120 hours)
6 years and thereafter
20 days (160 hours)
Note: Because full-time employees’ schedules vary, PTO can be paid in hourly increments up to 8.5 hours/day. PTO cannot be taken in excess of 40 hours/week.
You may roll over up to 40 hours of PTO from one year to the next. You may not accrue more than 160 hours. Any accrued PTO over 160 hours will be lost. All vacation
time is forfeited at time of termination or resignation.
Vacation time off must be scheduled and approved at least one month prior to vacation period.
You may not choose to be unpaid for time taken off. If you are gone, the time will be
deducted from your bank of hours.
Salaried exempt employees must take PTO in full- or half-day increments. Nonexempt employees may take PTO in full-day or hourly increments.
PTO may be forfeited upon resignation or termination or rolled over to the following
year, depending state or federal law.
Holidays
There are seven paid holidays during the year:
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•
•
•
•
•
•
•
New Year’s Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Christmas (or the Jewish New Year)
Each employee’s own birthday
The birthday holiday is a paid day off if the day is not worked; employees do not receive
time and a half pay for it if it is worked. Full-time employees are entitled to one day’s
pay for each other holiday. Employees who are scheduled to work on a holiday will receive time and one-half for that day (regular pay plus holiday differential pay for hours
worked). [Practice Manager] must be notified at least two weeks in advance of posting
the schedule when an employee plans to take a day off for his or her birthday.
Part-time employees are not entitled to holiday benefits; however, part-time employees who work on a holiday will receive time and one-half for hours worked.
If a holiday falls on a day that the employee is not normally scheduled to work, the
employee will not receive additional compensation for that day. The holiday benefit is
for employees who would normally have been paid for the day but, since the hospital
was closed, they were unable to work.
Employee Reviews
Each employee will be reviewed at the end of his or her introductory period, and a
salary adjustment, if deemed appropriate, will be made at that time. Reviews will be
made thereafter on a yearly basis.
Raises will be given based on the employee’s performance, work attitude, attendance
record, responsiveness, and willingness to work. A sample of the employee performance evaluation form has been provided with this manual.
Team Entertainment and Education Functions
As deemed possible and financially affordable, the hospital will provide special social/
entertainment or educational functions for the team, either in small groups or its
entirety.
Health Insurance
Medical insurance is available to full-time employees. Premiums may vary depending on an individual’s sex and age. This premium may be paid in part by the hospital.
Full-time employees who elect to get coverage are eligible for health insurance benefits on the first day of the calendar month following 90 days of employment.
Health insurance requires that full-time employees work at least 30 hours per week.
Part-time employees may purchase insurance through the hospital, but they will be
responsible for the full premium.
Spouse and dependent coverage is also available through the hospital; however, employees will be responsible for the premium differential if such coverage is desired.
Health Care Options
Health care benefits and options are reviewed with each new employee on an
individual basis and all employees will be contacted yearly to update and evaluate
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health insurance options. Please contact [Practice Manager] with any questions or
concerns.
HIPAA
The Health Insurance Portability and Accountability Act of 1996 (HIPAA) limits
exclusions for preexisting conditions, prohibits discrimination against employees and
dependents based on their health status, guarantees renewability and availability of
health coverage to certain employers and individuals, and protects many workers who
lose health coverage by providing better access to individual health insurance. Your
health insurance carrier will probably handle most of HIPAA’s rules and regulations.
See your plan administrator for more details.
HIPAA Special Enrollment (Federal Register Section 54.9801-6T)—The special
enrollment rights apply without regard to the dates on which an individual would
otherwise be able to enroll under the plan. Special enrollment periods are to apply to
you and/or your spouse and/or your child. If you have a new dependent as a result of
marriage, birth, adoption or placement for adoption. Under these rules, a group health
plan is required to provide a special enrollment period for individuals requesting
enrollment within 30 days after a special enrollment event has occurred.
HIPAA Special Enrollment Rules for Declining Enrollment—You may decline
enrollment for yourself and/or your dependents (including your spouse). If you state in
writing that your reason for declining is that you and/or your dependents have other
health insurance, then special enrollment rules may apply in the event that you and/
or your dependents lose that other coverage.
HIPAA Annual Open Enrollment—Your plan may offer an annual open enrollment period, giving you the opportunity to enroll yourself and/or your dependents if
you have previously declined/waived coverage.
Life Insurance (check your plan)
As part of the health insurance policy, the employee will also receive a life insurance
policy. This is normally a term life insurance policy. At the time an employee becomes
eligible for this benefit, an informational brochure will be provided explaining this
policy and the benefits available.
Dental Insurance
[Practice Name] offers a dental insurance plan for full-time employees. Employees
are eligible for coverage on the first day of the month following 90 calendar days of
employment.
[Practice Name] contributes 50% of the cost of employee’s dental insurance premium.
The remaining 50% is deducted through payroll.
Disability Insurance
Insurance is offered through [Practice Name]. The clinic contributes $20.00 per month
for whatever insurance you select. Eligibility is the same as for other insurance.
Retirement Plan (If Practice has a 401(k) or any retirement plan)
After __ years of employment, employees are eligible for a Savings Incentive Match
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Plan for Employees of Small Employers Individual Retirement Account (SIMPLEIRA) retirement plan. With the SIMPLE IRA plan, employees can contribute up to
the federally mandated maximum per year through automatic salary deductions from
their paycheck. With this plan, employees can receive employer contributions to their
retirement account, reduce their current federal income tax through pretax contributions, accumulate tax-deferred earnings (until funds are withdrawn), and access
money in emergency situations. At the time an employee becomes eligible for this
benefit, an informational brochure will be provided.
Veterinary Services at Reduced Rate (Option 1)
Employees hired to work more than 20 hours per week—After the three-month
introductory period, employees who are hired for and work more than 20 hours per
week will be entitled to a 20% discount on all medical and surgical services. This
benefit applies only to those animals personally owned by the employee. This benefit
is limited to three pets per employee. To receive this benefit, all services are to be paid
for when rendered.
Boarding
20% off standard fees
Baths and dips
20% off standard fees
Grooming
Full price
Prescription diets 10% over cost
Please keep in mind that this discount policy applies only to your personally owned
pets. To qualify for the discount, you must make sure the receptionist pulls specific
records and the attending veterinarian puts those thorough notations on the record.
You’re personally owned pets must be listed or registered with the hospital both upon
gaining employment and at the end of the three-month introductory period to qualify
for the employee discount.
Part-time employees hired to work fewer than 20 hours per week—After
the three-month introductory period, part-time employees hired to work fewer than
20 hours per week will be entitled to a discount on all medical and surgical services
based on the average number of hours they work per month over a period of six consecutive months. For example, if you work the required minimum of three shifts per
week for a month, your average should not fall below 80 hours for that one month period of time. This benefit applies only to those pets personally owned by the employee.
To receive this benefit, all services are to be paid for when rendered.
Explanation of Employee Discounts for Part-time Employees Hired to
Work Fewer than 20 Hours per Week
Average Hours Worked Per Week
Discount on Medical & Surgical
Services
Fewer than 10 hours
10–19 hours
10% discount
15% discount
Team Veterinary Medical Care Benefits (Option 2)
After the three-month introductory period, all employees (both full-time and
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part-time) are entitled to a discount on most hospital and veterinary services.
All hospital professional services and supplies will be discounted (50% for fulltime employees and 25% for part-time employees) with the following
exceptions:
Boarding
20% off standard fees
Baths and dips
20% off standard fees
Grooming
Full price
Prescription diets 10% over cost
As a bonus for employment longevity, full-time employees will receive medical care for
their animals at no charge up to the maximum indicated in the following schedule:
After 1 year of employment
After 2 years of employment
After 3 years of employment
After 5 years of employment
$75/year
$125/year
$175/year
$300/year
After the above amounts have been used, the standard 50% discount applies.
These figures are based on the hospital’s current charges for any procedures
performed by the doctor. After this maximum is met, a 50% discount will be
applied to all additional services. All services are to be paid for when rendered.
Payment of any balance is expected before taking a leave of absence or vacation
or receiving a final paycheck upon termination of employment. Employees assisting in procedures on their animals are expected to do so on their own time. All
procedures should be performed before or after the employee’s scheduled shift or
on his or her day off. Employees must clock out for any procedures are performed
during their regular work hours. Regular part-time employees will also receive
these benefits, the maximum being 50% of those listed above (for example, a 25%
discount).
The latter benefits are specific to veterinary medical care benefits and may not be considered transferable to other employee benefit areas. In addition, the medical/surgical
treatments of the employee’s personally owned pets are to adhere to the hospital’s
routine protocol for these services and are to be provided under the direction of the
on-duty doctor.
Please keep in mind that this discount policy applies only to your personally owned
pets. In order to qualify for the discount, you must make sure the receptionist pulls
specific records and that thorough notations are made on the record by the attending
veterinarian. Your personally owned pets must be listed or registered with the hospital both on initially gaining employment and at the end of the three-month introductory period in order to qualify for the employee discount.
Pet Health Insurance (Option 3)
After successful completion of their three-month introductory period, all full-time
employees will be entitled to enroll one personally owned pet into the practice’s pet
insurance policy. All medical and surgical services will be covered for the pet, and
inventory items will be at cost plus 10%. After three years of employment, full-time
employees can enroll a second pet in the insurance program. Any other pets personally owned by the employee will receive a 20% discount on medical and surgical services
and inventory items will be 10% over cost.
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Employee-Owned Pets
Personal pets are to be brought into the hospital only if they are ill, require immunizations, or need medical attention or under other circumstances approved by the practice owner. It is understood that noncritical procedures and treatments of employeeowned pets will be performed as the doctors are available and at their discretion.
Employees’ pets’ needs will be met with the same courtesy and concern given anyone
else’s, and their expenses will be handled like those of any other client’s pets except
that they will receive the employee discount. A medical record must be kept on each
pet, and all treatments, medications, foods, and so forth must be recorded. Employees are not to invoice themselves. [Practice Manager] or the head receptionist must
invoice all employees. Employees are not allowed to carry open invoices or an account
receivable. Payment is expected when services are rendered or products are dispensed
unless prior arrangements have been made with [Practice Manager]. Balances that
remain past 30 days will render the employee ineligible for discounts until the balance is paid in full. After 30 days, balances that do not have payment arrangements
will be subject to finance charges.
Animals being fostered by an employee will not be eligible for discounts unless they
are being fostered through [Practice Name]. Employees who have given or have been
given termination notice or who have been placed on probation are not eligible for any
discounts.
Employee Incentive Program
We recognize that the contributions made by individual employees play a great
part in the success of our hospital; therefore, we currently offer employees the
chance to participate in an employee incentive bonus program. The purpose of the
program is twofold. First, we wish to reward employees whose excellent performance has been instrumental to our practice’s continued success. Second, we also
wish to encourage employees in their efforts to further promote the hospital and
its services and provide clients and patients with the highest quality of care and
service possible.
The Employee Incentive Program is quarterly. If the hospital realizes a profit during a
quarter, then 10% of the increase in gross income over the same quarter of the previous year will be allocated into an employee incentive bonus fund. This bonus fund will
then be divided among the employees of the practice based on employees’ individual
performance evaluation scores. The better an employee scores on their performance
evaluation, the larger their share of the bonus fund will be. Bonuses for part-time
employees will be proportionate to the average number of hours worked during the
quarter.
To qualify for participating in this program, an employee must be employed during
the entire quarter. Employees who are hired or leave employment for any reason during the quarter are not entitled to any portion of the bonus fund.
Sometime after the end of the quarter, all participating employees will be evaluated
and scored based on their performance during the previous quarter. Specific evaluation forms will be used for each employee, and employees can score between 0 and 100
on their evaluation. In order to receive a bonus check, employees must score at least
70 points (average) on their quarterly performance evaluation. Any employee who
scores fewer than 70 points (below average) will be disqualified from the program for
the quarter and will not receive a share of the bonus fund.
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The hospital reserves the right to discontinue the employee incentive bonus fund
program at any time without explanation or prior notice.
Continuing Education (Optional)
We believe educational development is important to your personal growth and the
betterment of the hospital. We encourage you to take courses or training to increase
your job competence and prepare for future advancement. Giving us advance notification of courses you would like to attend is essential so that we can rearrange the
schedule to ensure adequate staffing in your absence. The hospital will reimburse up
to $500 annually for full-time employees for continuing education (CE). To be reimbursed for expenses, you must submit the following documents within 30 days of the
course completion date:
•
•
•
•
Evidence that you completed the course
Verification of the tuition paid and other costs
An outline or syllabus of information covered in the course
Recommendations, changes, and new or improved methods you would like to
see implemented in our hospital
• A presentation to appropriate team members reviewing the information you
gained from the course
Employees may be paid for courses attended outside of their regular work schedule.
Employees requesting that the hospital prepay for a course must sign a document
detailing what is being paid for by the hospital, agreeing to reimburse the hospital
through a payroll deduction (check state laws) if they fail to attend the course.
Employees who attend courses that are not job related (that is, certification or licensure that is not a condition of employment) may not be eligible for reimbursement.
The hospital assumes no responsibility for team members who become delinquent in
the number of units needed for recertification and, as a result, loses their license.
Employee Benefits Program/Package
Employees who decline any part of the benefits package offered to them by the
employer will not be entitled to take compensation, either in the form of additional
salary or other benefits, in lieu of the declined benefit.
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SECTION VIII
STANDARDS OF CONDUCT
Uniforms and Grooming
Workplace attire and grooming must be neat, clean, and appropriate for the work
and the setting in which it is being performed. Natural and artificial scents may also
become a distraction from a well-functioning workplace and are subject to this policy.
Supervisors should clearly communicate their departments’ workplace attire and
grooming guidelines to team members during the orientation and evaluation periods.
Any questions about the department’s guidelines for attire should be discussed with
the immediate supervisor. Team members must wear their nametag at all times while
at work.
Staff members are expected at all times to present a professional, businesslike image
to clients and the public. Acceptable personal appearance, including proper maintenance of work areas, is an ongoing requirement of employment with [Practice Name].
Uniforms and protective clothing may be required for all positions and will be provided to employees by [Practice Name].
At its discretion, the practice may allow team members to wear an altered uniform,
such as during unusually hot or cold weather or for special occasions, or to dress in a
more casual fashion than is normally required. On these occasions, employees are still
expected to present a neat appearance and are not permitted to wear ripped, frayed,
or disheveled clothing; athletic wear; or tight, revealing, or otherwise inappropriate
clothing.
Any staff member who does not meet the attire or grooming standards set by the
practice will be required to take corrective action, such as leaving the premises to
change clothing. Hourly paid team members will not be compensated for any work
time missed because of failure to comply with designated workplace standards.
Violations of this policy can range from inappropriate clothing items to offensive
perfumes and body odor. Staff members who come to work in inappropriate dress will
be required to go home, change clothes, and return to work.
If a staff member’s poor hygiene or use of too much perfume/cologne is an issue, the
supervisor should discuss the problem with the staff member in private and point out
the specific areas to be corrected. If the problem persists, supervisors should follow the
normal corrective action process.
[Practice Name] recognizes the importance of individually held religious beliefs to
persons within its workforce. [Practice Name] will reasonably accommodate a team
member’s religious beliefs in terms of workplace attire unless the accommodation creates an undue hardship.
Accommodation of religious beliefs in terms of attire may be difficult in light of issues
of safety for the particular employee as well as co-workers. Team members requesting
a workplace attire accommodation based on religious beliefs should speak with their
supervisor or [Practice Manager].
The professional atmosphere of the hospital is to be maintained by all employees
while at the hospital. Employees are expected to be dressed according to the hospital
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uniform code, be well groomed, and keep their uniforms clean at all times.
Hospital employees will wear the proper uniform for their respective positions:
Technicians: Khaki pants, choice of shirt or blouse, closed-toe OSHA-approved shoes,
and a jacket of a hospital-approved color
Receptionists: A professional-looking jacket of hospital-approved color, khaki pants,
choice of shirt or blouse, and closed-toe OSHA-approved shoes
Animal handlers: A professional-looking jacket of a hospital-approved color, choice of
shirt or blouse, khaki pants, and closed-toe OSHA-approved shoes
Surgical greens are not to be worn by the team members.
Within a veterinary practice environment, jewelry is likely to be damaged and can
also be a danger to both you and our patients. Therefore, jewelry must be kept to a
minimum. Earrings should be small and not dangling. No visible body piercing (except for pierced ears) is permitted. Tattoos and other body art are to be covered while
at work. Fingernails must be kept at a natural length and nail polish must compliment normal skin tones.
Jewelry and Tattoos (alternative)
All team members should exercise sound business judgment with regard to personal
appearance, dress, and grooming to enable them to be most effective in the performance of their duties. The practice recognizes, however, that personal appearance is
an important element of self-expression. [Practice Name] wishes to make no effort to
control or dictate employee appearance, specifically with regard to jewelry or tattoos,
unless they conflict with an employee’s ability to perform effectively in the position
they hold or the specific work environment they are in.
Factors used to determine whether jewelry and tattoos pose a conflict with the job or
work environment will include but are not limited to the following:
• Safety of self or others
• Productivity or performance of tasks
• Perceived offense on the basis of race, sex, religion, etc.
• Community norms
• Client complaints
• Meeting the safety requirements of the facility
If a potential conflict is identified, the employee will be encouraged to identify appropriate solutions such as removing excess jewelry, covering tattoos, or transferring
to an alternative position.
Supervisors and managers will be responsible for answering questions and resolving
issues related to this policy on a case-by-case basis to ensure unique circumstances
are appropriately considered. An environment of cooperation is the practice’s goal.
Fragrance Sensitivity (optional)
No perfume or cologne is to be worn at any time. Many people and animals are sensitive or allergic to some fragrances. Animals may react negatively to strong scents, as
these can inhibit the animal’s ability to sense natural odors. In order to ensure a safe
and comfortable work environment, we ask that you refrain from using any strongly
scented products in the workplace.
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Uniform Allowance
Hospital employees will wear the proper uniform for their respective positions.
• Full-time employees will have a uniform allowance of $100.
• Part-time employees will have a uniform allowance of one half the full-time
employees’ allowance.
• Smocks are provided for the protection of both part-time and full-time
employee’s clothing as well as for maintaining a professional appearance. A
name tag is also provided for each team member.
Meetings
Staff meetings give us the opportunity to discuss problems, share ideas, and collaborate on issues. Our aim is for our hospital to be successful and provide the highest
quality medicine, and for our staff to work in a positive, team-oriented environment.
These things cannot be achieved without the type of communication that takes place
during our staff meetings. Because these meetings are so important, attendance is
mandatory. If you are unable to attend, you must notify your manager prior to the
meeting and will be your responsibility to get the information discussed. Because
these meeting are crucial for a positive, team-oriented environment and attendance
is an expectation of employment, employees attending on a regular day off or before/
after their scheduled shift may be compensated per the labor law.
Meetings about CE, new products, and general information will also be held as the
need arises. The attendance requirement for these meetings is the same as for staff
meetings.
Personal Notebooks
Each team member is required to maintain two personal notebooks. The first should
be a small pocket notebook to be kept with the employee at all times. This notebook
should be used to keep track of ongoing tasks, special assignments, etc. The second
notebook should be a two-inch three-ring binder and should include the following:
• Employee manual
• Job description
• Video library checklist
• Team meeting notes
• Other relevant material
Telephones
The personal use of the telephone during work hours is discouraged. All incoming
and outgoing personal calls are to be kept to a bare minimum. You can return calls on
your time (during lunch or after you are clocked out). Personal long-distance phone
calls are not to be made except in case of emergency and require the approval of the
practice owner or [Practice Manager].
Cellular Phones
Personal cellular phones are not to be used while at work—this includes texting and
phone calls. Phones brought into the practice are to be silent and set to vibrate to
avoid disturbing patients and team members.
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Computer, E-mail, and Internet Usage
Employees should not have the expectation of privacy in anything they create, store,
send, or receive on the computer system. The computer system belongs to [Practice
Name] and may be used only for business purposes.
Employees are not to access the Internet for personal use. Internet access is provided
at each terminal to enable employees to gather information relevant to veterinary
medicine. In our technological age, Internet access keeps us up-to-date and it is to be
used properly by employees or access will be denied. Accessing pornographic or hate
sites will be grounds for immediate dismissal. Material that is fraudulent, harassing, embarrassing, sexually explicit, profane, obscene, intimidating, or defamatory; is
otherwise unlawful, inappropriate, or offensive (including material concerning sex,
race, color, national origin, religion, age, disability, or other characteristics protected
by law); or violates [Practice Name]’s equal employment opportunity policy and its
policies against sexual or other harassment may not be downloaded from the Internet
or displayed or stored in [Practice Name]’s computers.
Employees encountering or receiving this kind of material should immediately report
the incident to their supervisor or [Practice Manager].
The e-mail system is the private information system of [Practice Name]. Individuals using this system expressly consent to their activities being monitored. Personal
e-mail should be checked on personal time. Anything transmitted by, received from,
or stored in the e-mail system are the property of [Practice Name], and employees
should have no expectation of privacy in the connection with the use of e-mail or the
Internet or the electronic transmission, receipt, or storage of information.
Violation of this policy shall result in appropriate disciplinary action up to and including dismissal.
[Practice Name], in its discretion as owner of the e-mail system, reserves and may exercise the right to monitor, access, retrieve, and delete any matter stored in, created or
received by, or sent over the e-mail system, for any reason and without the permission
of any employee. [Practice Name] intends to enforce this policy but reserves the right
to change it at any time as circumstances may require.
Blogging and Social Networking Policies and Guidelines
In general, the hospital views personal websites, social networks, and weblogs
positively, and it respects the right of employees to use them as a medium of self-expression. If you choose to identify yourself as a [Practice Name] employee or to discuss
matters related to our business on your website or blog or other social network, please
bear in mind that although you and we view your website or weblog as a personal
project and a medium of personal expression, some readers may nonetheless view you
as a de facto spokesperson for the hospital. In light of this possibility, we ask that you
observe the following guidelines:
• Blogging and social networking are a form of public communication. Your
public communication concerning [Practice Name] must not violate any
guidelines set forth in the employee policy manual whether or not you specifically mention your employee status.
• Include a disclaimer. Please make it clear to your readers that the views you
express are yours alone and that they do not necessarily reflect the views
of [Practice Name]. To help reduce the potential for confusion, we would
appreciate it if you post the following or a similar notice in a reasonably
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•
•
•
•
•
•
•
•
•
prominent place on your site (e.g., at the bottom of your About Me page):
The views expressed on this website/weblog are mine alone and do not necessarily reflect the views of my employer.
Respect confidentiality. Be careful to avoid disclosing any information that
is confidential or proprietary to the hospital or to any third party that has
disclosed information to us. Consult the hospital’s confidentiality policy for
guidance about what constitutes confidential information.
[Practice Name] prohibits blogging or social networking activities during
work hours. This policy is intended to address off-duty blogging and social
networking.
The company logo is the property of [Practice Name] and may not be
reproduced without the written consent of the owner. None of the hospital’s
identifiable marks may be included within the blog.
Be respectful. Your site or blog is a public space. It should not become a
vehicle for personal attacks on the company or its services, executives,
supervisors, co-workers, competitors, customers, or others.
Bloggers and commenters are personally responsible for their commentary
on blogs and social networking sites. Bloggers and commenters can be held
personally liable for commentary that is considered defamatory, obscene,
proprietary, or libelous by any offended party, not just [Practice Name].
Employees cannot use employer-owned equipment, including computers,
company-licensed software or other electronic equipment, facilities, or company time to conduct personal bogging or social networking activities.
You may not post any material that is obscene, defamatory, profane, libelous, threatening, harassing, abusive, hateful, or embarrassing to another
person or entity. This includes comments regarding [Practice Name] or its
employees, owners, management, or competitors.
Take care to follow the hospital’s policies prohibiting discrimination and
harassment.
If you have any questions about these guidelines or any matter related to
your site that these guidelines do not address, please direct them to [Practice Manager].
Authority
This social networking policy applies to all employees of [Practice Name].
State of Social Media
The practice has no position on an employee’s decision to start or maintain social
networking activities. However, it is the right and duty of the practice to protect itself
from unauthorized disclosure of information. Blogging or other forms of social media
or technology include but are not limited to video, website, or wiki postings; sites such
as Facebook and Twitter; chat rooms; and personal blogs or similar forms of online
journals, diaries, or personal newsletters not affiliated with the practice.
Unless specifically instructed, employees are not authorized to speak on behalf
of the practice and are therefore restricted from doing so. Employees may not
publicly discuss clients, pets, services, team members, or any work-related matters—whether confidential or not—outside of practice-authorized communications.
Employees are expected to protect the privacy of the practice and its employees
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and clients and are prohibited from disclosing personal employee and nonemployee information and any other proprietary and nonpublic information to which
employees have access. Such information includes, but is not limited to, client/pet
information, trade secrets, financial materials, medical records, pet pictures and
strategic business plans.
[Practice Name] realizes that social media, professional networking sites, rapid-fire
communications, blogs, and personal websites are all useful technologies. Every
employee has an opportunity to express and communicate online in many ways, and
[Practice Name] encourages having an online presence. Above all else, everyone needs
to use good judgment about what material makes its way online.
This policy will set forth guidelines that employees should follow for all online communications in reference to [Practice Name].
Responsibility
Any material presented online in reference to [Practice Name] by any employee is the
responsibility of the poster. We encourage employees to allow themselves to be identifiable in order to establish credibility above all else. Along with being clearly identifiable, employees must state that any opinion is theirs individually and not a form of
official communication from [Practice Name].
Reporting Violations
The practice strongly urges employees to report any actual, possible, or perceived
violations to supervisors, managers, or the practice owner. Violations include uprofessional discussions of [Practice Name] and its employees and/or clients, any discussion
of proprietary information, and any unlawful activity related to blogging or social
networking.
Discipline for Violations
[Practice Name] investigates and responds to all reports of violations of the social
networking policy and related policies. Violation of the company’s social networking
policy will result in disciplinary action up to and including immediate termination.
Discipline or termination will be determined based on the nature and factors of any
blog or social networking post. [Practice Name] reserves the right to take legal action
where necessary against employees who engage in prohibited or unlawful conduct.
Topic matter guidelines
[Practice Name] employees are encouraged to use the following guidelines in social
networking practices:
• Be relevant to your area of expertise.
• Do not be anonymous.
• Maintain professionalism, honesty, and respect.
• Apply a “good judgment” test for every activity related to [Practice Name]:
Could you be guilty of leaking information, customer data, or upcoming announcements? Is it negative commentary regarding [Practice Name]?
Activity showing good judgment would include statements of fact about [Practice
Name] and its products and services, news that is already public, and information on
the [Practice Name] website.
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If any employee becomes aware of social networking activity that would be deemed
distasteful or fail the good-judgment test, please contact [Practice Owner].
Company Assets
The use of company assets (computers, Internet access, e-mail, etc.) is intended for
purposes relevant to the responsibilities assigned to each employee. Social networking sites are not deemed a requirement for most positions, and certain job titles are
not permitted to access services over the Internet. For employees who are allowed to
access these services, a reasonable and limited amount of use of company assets is
permitted for social networking services.
Inaccurate or Defamatory Content
Employees who participate in online communication deemed not to be in the best
interest of [Practice Name] will be subject to disciplinary action. This online communication can include, but is not limited to, the following:
• Company information or data leakage
• Inaccurate, distasteful, or defamatory commentary about the hospital
Disciplinary action may include termination or other intervention deemed appropriate by [Practice Owner].
Off-Limits Material
The following items are deemed off-limits for social networking:
Intellectual Property or Customer Data
[Practice Name]’s intellectual property and customer data are strictly forbidden from
any online discourse except through mechanisms managed internally by [Practice
Name] communications.
Online Recommendations
For reasons of company liability, some sites, such as LinkedIn, allow members to
recommend current or former co-workers. [Practice Name] forbids employees to
participate in employee recommendations. All communications of this type should be
referred to [Practice Owner] for verification.
Financial Information
Any online communication regarding the hospital’s financial data is strictly
forbidden except through mechanisms managed internally by [Practice Name]
communications.
Company-Sensitive Matters
Any online communication regarding proprietary information not intended for unplanned public announcement or discussion, such as strategic decisions, is forbidden.
Parking
All full-time employees are eligible to request an assigned parking space . A description of the vehicle and license number will be required before a permit will be issued.
Employees are required to notify the employer of any vehicle changes and must
display their permit at all times.
Available parking spaces will be allocated to employees (other than management) in
seniority order based on date of hire to full-time employment. Management is granted
spaces as part of negotiated employment terms.
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When the number of employees wishing to have a space exceeds the number of available spaces, each employee’s name will be placed on a waiting list in order of seniority
and will be notified once a space becomes available.
Employees who waive their right to request a parking space will receive a monthly
stipend of ___ [use current IRS maximum or lower number] to offset the cost of public
transportation. Individuals who waive this right may later rescind their waiver and
be placed on the list.
While on company property, employee automobiles are subject to search at any time
the company has reasonable cause to do so.
Employees with valid state issued permits for the disabled will be provided appropriate parking regardless of seniority.
Employees are expected to follow posted speed limits while in the parking lot. Employees who fail to do so will be subject to discipline, which may include the loss of an
assigned space.
Vehicles without valid permits may be towed at the owner’s expense.
Parking spaces nearest the entrance to the hospital are reserved for clients. Employees should park their cars in the outer portions of the parking lot or as designated.
Hospital Keys and Alarm Codes
Keys and alarm codes are assigned to employees requiring access to the hospital. It is
solely the employee’s responsibility to inform [Practice Manager] immediately of a lost
or stolen key. Loss of keys resulting in re-keying of the hospital is a security risk as
well as an expense to the hospital.
Hospital Property (Optional)
Employees must safeguard all hospital property. Hospital property could include, but
is not limited to, all of its products, equipment, services, trademarks, patents, policies,
documents, and other resources. Postage, shipping, and office and veterinary supplies
are for business and not for an employee’s personal purposes. It is the responsibility
of each employee to report any abuse, theft, or improper use of hospital property to his
or her supervisor immediately.
All company work space, including file cabinets and lockers, are the property of [Practice Name] and must be available to management at all times. The use of personal
locks on any company property is strictly forbidden. No company property may be
used to house personal files or items. No company equipment, including computers,
photocopiers, or printers, may be used for personal business.
[Practice Manager] and the practice owner reserve the right to inspect any or all
hospital property such as desks, hospital lockers, files, and company vehicles at any
time.
Personal Property (Optional)
[Practice Name] does not assume responsibility for any personal property located on
its premises. Employees are to use their own discretion when choosing to bring personal property into the hospital and do so at their own risk. Additionally, employees
may not bring or display in the office any property that may be viewed as inappropriate or offensive to others.
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Personal Work Area
All team members are responsible for maintaining their own desk or immediate
work area, keeping it clean and orderly at all times. It is imperative that the hospital
remains clean and odor-free at all times. This requires help from all employees.
Media
Employees are to make no statements or provide any information to be used by newspapers, television, or radio stations or any other media. Reporters requesting information should be referred to the doctor in charge or [Practice Manager].
Confidentiality and Hospital Records
Our clients and other parties with whom we do business entrust [Practice Name] with
important information relating to the pets and animals in their care. It is our policy
that all information considered confidential will not be disclosed to external parties
or to employees without a need to know. Employees who have a question of whether
certain information is considered confidential should first check with their immediate
supervisor.
Any breach of client confidentiality will not be tolerated. All client records, including
charts, radiographs, and financial information, are confidential and the legal property
of the hospital and are not to be copied, taken out of the clinic or discussed outside of
the practice.
This policy is intended to alert employees to the need for discretion at all times and is
not intended to inhibit normal business communications.
Medical records are legal documents. All appropriate information—including medical
and financial data and notes recording pertinent client conversations—must be documented legally to provide a comprehensive record. Deletions or changes to a record
may only be made with a single line through the word or sentence to be changed.
Conflicts of Interest (Optional)
[Practice Name] requires that employees not compromise the hospital or its customers, partners, or suppliers for personal gain. Examples of conflict of interest include
accepting gifts worth more than $25, requesting or granting favors, or conducting
business for personal gain. Employees are required to disclose all conflicts of interest
to a supervisor. Failure to do may result in disciplinary action up to and including
termination.
Ethics
[Practice Name] conducts its business fairly, impartially, in an ethical and proper
manner, and in compliance with all laws and regulations.
• [Practice Name] is committed to conducting business with integrity
underlying all relationships, including those with clients, vendors, other
businesses in our community, and employees. The highest standards of
ethical business conduct are required of [Practice Name] employees in the
performance of their responsibilities. Employees will not engage in conduct
or activity that may raise questions as to the clinic’s honesty, impartiality, or reputation or may otherwise cause embarrassment to our practice.
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Employees will avoid any action—whether or not specifically prohibited in
the personnel policies—that might result in or reasonably be expected to
create an appearance of
o Giving preferential treatment to any client, organization or patient. All our
clients and pets are to be treated with the highest level of care and service.
o Adversely affecting the confidence of the public in the integrity of the practice.
• Every employee has the responsibility to ask questions, seek guidance,
report suspected violations, and express concerns regarding compliance
with this policy. [Practice Name] will maintain a program to communicate
to employees its commitment to integrity and uncompromising values. The
program will inform employees of policies and procedures regarding ethical business conduct and assist them in resolving questions and reporting
suspected violations. Retaliation against employees who use these reporting
procedures to raise genuine concerns will not be tolerated.
• We all deserve to work in an environment where we are treated with dignity
and respect. [Practice Name] is committed to creating such an environment
because it brings out the full potential in each of us, which, in turn, contributes directly to our practice success. We cannot afford to let anyone’s talents
go to waste.
[Practice Name] is an equal employment/affirmative action employer and is committed to providing a workplace that is free of discrimination of all types from abusive,
offensive, or harassing behavior. Any employee who feels harassed or discriminated
against should report the incident to his or her manager or to human resources (HR).
• Employees and those who represent [Practice Name] are trusted to behave
responsibly and use good judgment to conserve practice resources. Managers are responsible for the resources assigned to their departments and are
empowered to resolve issues concerning their proper use.
Generally, we will not use the practice’s equipment such as computers, copiers, and
fax machines to conduct outside business or support any religious, political or other
outside daily activity except for company-requested support to nonprofit organizations
such as the American Humane Society. We will not solicit contributions or distribute
nonwork-related materials during work hours.
[OPTIONAL] Integral to [Practice Name]’s success is our protection of confidential
practice information as well as nonpublic information entrusted to us by employees,
clients, and business partners. Confidential and proprietary information includes such
things as pricing and financial data; client names/addresses; and nonpublic information about other companies, including current or potential vendors. We will not
disclose confidential or nonpublic information without a valid business purpose and
proper authorization.
Several key questions can help identify situations that may be unethical, inappropriate, or illegal. Ask yourself the following:
• Does what I am doing comply with [Practice Name] guiding principles and
practice policies?
• Have I been asked to misrepresent information or deviate from normal
procedure?
• Would I feel comfortable describing my decision at a team meeting?
• How would it look if it made the headlines or was published on the internet?
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• Am I being loyal to my family, the practice, and myself?
• What would I tell my child to do?
• Is this the right thing to do?
This policy constitutes the standards of ethical business conduct required of all employees. Managers are responsible for supporting their implementation and monitoring compliance in support of the clinic owners.
Political or Public Activities and Contributions
Employees will not use or contribute company time, funds, or assets for the benefit
of any political party, candidate, or official except as permitted by law and authorized in advance by the owner. Attendance at political functions on the employee’s
own time or events that are widely attended by industry counterparts is acceptable
and does not require approval.
Cohabitation
At times, there are difficulties when an employee enters into a cohabitation arrangement with another employee of the clinic. If such an arrangement leads to persistent
and substantial problems at work, the manager will issue a written warning. If the
problem is not corrected, management has the right to require one or both of the individuals to leave with notice, as indicated under their employment contract.
Treatment of Patients
Our hospital policy is that we treat each client’s pet as if it were our own. Humane
treatment of animals is absolutely demanded of each employee. Any type of animal
abuse will be the basis for discipline up to and including termination.
Only veterinarians or assigned animal medical technicians are authorized to treat
animals or perform/request laboratory analysis on animals, and animal medical
technicians are authorized to do so only under the direction or approval of a licensed
veterinarian on staff.
Honesty
This hospital expects all employees to be as fair to it as it is to them. The removal
of any hospital property from the premises is not acceptable behavior. It is expected
that all employees will be aware of this and monitor themselves as well as others.
It is also expected that the privacy and integrity of clients, doctors, and other team
members will be respected. Any conversation, discussions, or information gathered
from the hospital is to remain in the hospital. Employees should convey any mistakes
to their immediate supervisor as soon as possible and with honesty. Employees should
ensure they arrive on time for their shift, always demonstrate complete honesty when
handling money, and use their time wisely and not waste hospital resources. Any
questionable activities by co-workers should be reported to a supervisor immediately.
Gossip and disparaging remarks regarding clients or fellow team members will not be
tolerated and may subject an employee to discipline up to and including termination.
Clinic Library
Hospital library materials are to be used within the clinic. Lost or damaged books
and journals can be difficult, expensive, or even impossible to replace. The library
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needs to be accessible to all employees. Therefore, with respect and consideration,
library materials should be handled carefully and returned to the shelves as soon as
possible.
Client Management
Professional Knowledge: We encourage our team members to learn all they can
about the veterinary profession. This knowledge will make them a greater asset to
[Practice Name], its clients, and themselves. You can never know too much.
Professional Courtesy: Veterinarians should be addressed as “Dr. __________” at all
times. In addition, although they may not play an active role in the day-to-day operations of the hospital, co-owners of the practice should also be addressed by their title
(e.g., Mr., Mrs., Dr.).
Advising Clients: After some on-the-job training, everyone becomes knowledgeable in giving basic advice to clients; however, don’t practice without a license! Use
good judgment. When uncertain, let the client know you will relay the question to the
doctor. In most circumstances, the patient will need to be seen by a doctor in order to
diagnose the problem.
Miscellaneous Team Requirements
Employees are expected to be productive during their work hours. Each employee
should have a “short list” of on-going projects and activities on which to work during
any slack time. Personal activities during work hours are not appropriate.
The chewing of gum is restricted from the public areas of the hospital or its grounds.
Unemployed personnel (such as the friends or family of hospital team members) are
not to be present within the hospital at any time without prior approval of [Practice
Manager].
Due to the nature of business conducted at this facility, children of employees may
not accompany their parents, agents, and/or guardians to work.
There will be no moonlighting (i.e., work undertaken outside the hospital) in any occupation pertaining to animal care or services without written approval of [Practice
Manager] in advance.
Any evidence of fraudulent activity regarding patient and/or client records will
result in immediate disciplinary action up to and including termination.
All forms of written communication such as memorandums or postings must be
approved by [Practice Manager] or the practice owner prior to distribution to other
team members.
To maintain a professional and pleasant work atmosphere, employees must refrain
from using profanities at all times while in the building or on hospital/clinic property. Use of profanities is not only disrespectful to those around you, your fellow
employees and clients; it is also unnecessary.
Throughout your employment, there may be occasions when the practice will monitor or record telephone calls and exam room techniques. These records are to be
used for training, quality control, and other business purposes. (See state law for
requirements.)
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Tobacco-Free Premises
[Practice Name] is committed to providing a safe and healthful workplace and promoting the health and well-being of its employees. As required by the city and state
(check for statutes) and also motivated by our desire to provide a healthy work environment for our employees, the following tobacco smoking/chewing policy has been
adopted and shall apply to all employees of the practice:
It is the policy of [Practice Name] to prohibit smoking and chewing tobacco on all
business premises to provide and maintain a safe and healthful work environment for
all employees. The law defines smoking as the “act of lighting, smoking, or carrying a
lighted or smoldering cigar, cigarette, or pipe of any kind.” Our policy for keeping the
premises tobacco-free also prohibits employees from chewing tobacco.
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SECTION IX
DISCIPLINE AND TERMINATION
Counseling, Discipline, and Performance Correction
The policy of [Practice Name] is to provide employees with notice of performance
problems and an opportunity to improve. However, as an employer at will, [Practice
Name] reserves the right to remedy performance problems and administer discipline
up to and including termination as deemed appropriate. When determining appropriate disciplinary action, the following factors are considered:
•
•
•
•
•
•
Severity of the problem or action
Frequency of the problem or action
Employee’s past record (both positive and negative)
Employee’s length of service
Employee’s point of view about the problem
Impact on or consequences of the infraction to
§ [Practice Name]’s business
§ [Practice Name] clients
§ Other employees
Some employee behaviors or work performance will result in immediate termination.
Warnings, counseling, additional training, written reprimands, or a final warning,
which may still result in termination if satisfactory improvement is not shown, more
appropriately handles other problems. Because no handbook or policy can possibly
list all behaviors that would be viewed as unacceptable, you should use common sense
in your conduct; behave at all times in an honorable, safety-conscious, and businesslike manner; and treat your co-workers, supervisors, clients, and their animals with
respect. Again, nothing in this policy should be construed to alter the at-will employment relationship.
Disciplinary Process
Our discipline policy is designed to provide a structured corrective action process to
improve performance and prevent a recurrence of undesirable behavior and/or other
issues. It has been designed to be consistent with our organizational values, HR best
practices, and employment laws.
Outlined below are the steps of our progressive discipline procedure. [Practice Name]
reserves the right to combine or skip steps depending on the facts of each situation
and the nature of the offense. The level of disciplinary intervention may also vary. Factors that will be considered include whether the offense is repeated despite coaching,
counseling, and/or training, the employee’s work record; and the impact the conduct
and performance issues have had on our organization.
Step 1: Counseling and Verbal Warning
Step 1 creates an opportunity for the immediate supervisor to meet with an employee
to bring attention to an existing performance, conduct or attendance issue. The
supervisor should discuss with the employee the nature of the problem or violation of
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company policies. The supervisor is expected to clearly outline expectations and the
steps the employee must take to improve performance or resolve the problem.
The supervisor will prepare written documentation of a step-1 meeting. The employee
will be asked to sign this document. The employee’s signature is needed to demonstrate the employee’s understanding of the issues and the corrective action needed.
Step 2: Written Warning
While it is hoped that the performance, conduct, or attendance issues that were
identified in step 1 are corrected, [Practice Name] recognizes that this may not always
be the case. A written warning involves a more formal documentation of the performance, conduct, or attendance issues and consequences.
During step 2, the immediate supervisor and [Practice Manager] will meet with the
employee and review any additional incidents or information about the performance,
conduct, or attendance issues as well as any prior relevant corrective action plans.
Management will outline the consequences for the employee of his or her continued
failure to meet performance and/or conduct expectations. A formal performance
improvement plan (PIP) requiring the employee’s immediate and sustained corrective
action will be issued at the completion of a step-2 meeting. The written warning may
include that the employee may be subject to additional discipline up to and including
termination if immediate and sustained corrective action is not taken.
Step 3: Suspension and Final Written Warning
There may be performance, conduct, or safety incidents so problematic and harmful
that the most effective action may be the temporary removal of the employee from the
workplace. When immediate action is necessary to ensure the safety of the employee
or others, the immediate supervisor may suspend the employee pending the results of
an investigation.
Suspensions that are recommended as part of the normal progression of this discipline policy are subject to approval from a next-level manager and HR.
Depending on the seriousness of the infraction, the employee may be suspended
without pay in full-day increments in accordance with federal, state, and local wageand-hour employment laws. Nonexempt/Hourly employees may not substitute or
use accrued paid vacation or sick time in lieu of the unpaid suspension. Due to Fair
Labor Standards Act (FLSA) compliance issues, unpaid suspension of salaried/exempt
employees is reserved for serious workplace safety or conduct issues.
Pay may be restored to the employee if an investigation of the incident or infraction
absolves the employee.
Step 4: Recommendation for Termination of Employment
The last and most serious step in the progressive discipline procedure is a recommendation to terminate employment. Generally, [Practice Name] will try to exercise
the progressive nature of this policy by providing warnings, a final written warning, and/or suspension from the workplace before proceeding to a recommendation
to terminate employment. However, [Practice Name] reserves the right to combine
and/or skip steps depending on the circumstances of each situation and the nature
of the offense. Furthermore, employees may be terminated without prior notice or
disciplinary action.
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Nothing in this policy provides any contractual rights regarding employee discipline
or counseling, nor should anything in this policy be read or construed as modifying or
altering the employment-at-will relationship between the practice and its employees.
Appeals Process
Employees will have the opportunity to present facts that may challenge information management has used to issue disciplinary action. The purpose of this process is
to provide insight into extenuating circumstances that may have contributed to the
employee performance and/or conduct issues, and to find a possible equitable solution.
Employees who do not present such facts during any of the step meetings will have
five business days after the step-4 meeting to present it.
Performance and Conduct Issues Not Subject to Progressive Discipline
Behavior that is illegal is not subject to progressive discipline and may be reported
to local law enforcement. Theft, intoxication at work, and fighting and other acts of
violence are not subject to progressive discipline and may be grounds for immediate
termination.
Disciplinary Probation Period
An employee may be placed on disciplinary probation for a designated period of
time for significant performance deficiencies that are determined to be within the
employee’s ability and intent to correct. The employee’s immediate supervisor shall
counsel the employee regarding performance deficiencies, job performance standards,
an improvement plan, and actions to be taken if the employee fails to reach improvement goals. The employee’s immediate supervisor shall document this probationary
status and counseling using the designated form and shall give the employee a copy
of the form and have a copy placed in the employee’s personnel file. Wage increases,
veterinary discount benefits, and participation in the employee incentive program are
not granted during a disciplinary probationary period.
Internal Investigations and Searches
[Practice Name] assumes no liability whatsoever for the damage, loss, or theft caused
by third parties to the personal property of team members.
All storage facilities, offices, and work spaces, including desks and lockers, are the
property of [Practice Name], which reserves the right to access these areas and such
property at any time without advance notice to any employee. Therefore, employees
should not expect that such property would be treated as being private and personal
to the employee. [Practice Name] will generally try to obtain an employee’s consent
before conducting a search of work areas or personal belongings, although this may
not always be possible.
Likewise, electronic mail and voicemail are company property and are to be used only
for business purposes. Internet accounts are also to be used only for company business. [Practice Name] reserves the right to inspect, monitor, and have access to practice computers, electronic mail, voicemail messages, and Internet communications.
In order to promote the safety of employees and company visitors as well as the security of its facilities, [Practice Name] reserves the right to conduct video surveillance
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of any portion of its premises at any time. Video cameras may be/are positioned in
appropriate places within and around company buildings. The only exceptions to this
policy include private areas of restrooms, showers, and dressing rooms.
All employees acknowledge that they have received a copy of [Practice Name]’s policy
on personal property and expectations of privacy by signing the employee manual.
Employees have also been given the opportunity to read and ask questions about the
policy.
From time to time, [Practice Name] may conduct internal investigations pertaining to
security, auditing, or other work-related matters. Employees are required to cooperate
fully with and assist in these investigations if requested to do so.
Termination
Your employment with [Practice Name] is at will. The employer or the employee may
terminate the employment relationship with or without cause or notice.
An employee who voluntarily leaves his or her employment at [Practice Name] is
requested to provide a two-week written notice. No PTO will be taken during the
notice period prior to resignation. Employees will be expected to return all company
property such as keys. Any account balance owed to the clinic will be subtracted from
their final paycheck.
Employees who are terminated for cause or willful misconduct (see below) will be
discharged immediately and without further compensation except payment for hours
worked.
Misconduct includes such things as excessive tardiness or absenteeism, negligent or
careless conduct, leaving the hospital without approval, dishonesty, insubordination,
consumption or being under the influence of drugs or alcohol, theft, unapproved use of
company premises or property, possession or use of weapons, defacement of company
property, physical assault of another employee or a visitor, battery, divulging confidential information, violation of company rules, or previously stated unacceptable
conduct.
Misconduct
Any employee whose conduct, actions, or performance violates or conflicts with the
practice’s policies may be subject to discipline up to and including termination.
Examples of misconduct include the following:
• Breach of trust or dishonesty
• Conviction of a crime if deemed to be relevant to the business of interest to
the practice
• Willful violation of an established policy or rule
• Falsification of medical records
• Gross negligence
• Insubordination
• Violation of the anti-harassment and/or equal employment opportunity policies
• Time card or sign-in book violations
• Undue and unauthorized absence from duty during regularly scheduled
work hours
• Deliberate nonperformance of work
• Larceny or unauthorized possession or the use of property belonging to any
co-worker, visitor, or customer of [Practice Name]
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• P
ossession of dangerous weapons on the premises
• Unauthorized possession, use, or copying of any records that are the property of [Practice Name]
• Unauthorized posting or removal of notices from bulletin boards
• Excessive absenteeism or lateness
• Marring, defacing, or otherwise destroying or damaging any supplies, equipment, or property of the practice
• Failure to call or directly contact the supervisor when late or absent from
work
• Fighting or serious breach of acceptable behavior
• Violation of the alcohol or drug policies
• Theft
• Gambling, conducting games of chance or possession of gambling devices on
the premises or during work hours
• Leaving the work premises without authorization during work hours
• Sleeping on duty
This list is intended to be representative of the types of activities that may result in
disciplinary action. It is not intended to be comprehensive and does not change the
employment-at-will relationship between the employee and the company.
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SECTION X
SUMMARY
Summary of Hospital and Team Policies
Your employment at [Practice Name] is based on an agreement, the fulfillment of
which rests on good faith, the acceptance and performance of job responsibilities, and
fair and reasonable business conduct.
The hospital and its team members are here to provide a service to our clients and
make our clients feel at home. Always keep in mind that the clients who come to our
hospital with their pets are the reason that this hospital exists—never underestimate
the power of one client in relation to this total business.
It is extremely important to maintain a good relationship with both your fellow team
members and clients. Personalities of people differ, and we must learn to respect the
viewpoint of others.
Final Note: Open-Door Policy
The policies and procedures set down in this manual have been stated to help you
better understand your duties and responsibilities as well as the benefits of employment at our hospital. I greatly appreciate my team members and their commitment
to this hospital and its patients’ welfare. In an effort to maintain high-quality patient
care and an optimal work environment, your input and involvement are necessary
and requested.
My door is always open to you. Feel free to contact me at any time. Together we can
achieve the goals we all desire.
__________________
Owner/Doctor
__________________
Owner/Doctor
[Practice Name]
Acknowledgement of Company Policies
I have received, read, and understand [Practice Name] Employee Policy and Procedures Manual.
I understand and agree that this handbook does not create any express or implied
contractual obligation on the part of [Practice Name].
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I understand and agree that my employment with [Practice Name] is not for any
specific term.
In reviewing the [Practice Name] Employee Handbook, I have read and understand
the hospital’s drug and alcohol workplace policy and the hospital’s policy against
unlawful harassment, including sexual harassment and unlawful discrimination. I
agree to abide by these and all other hospital policies. I understand that any violation
of [Practice Name] policy may result in serious disciplinary action up to and including
immediate termination.
I also understand that all hospital equipment, including computer, e-mail, and telephone systems, are intended for business use only and that the hospital maintains
the right to access and disclose any and all information contained in these systems.
Date:__________________
Print Name: __________________
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Signature: __________________
Index
A
Accounts receivable—149, 181-187, 207
Ads, hiring—70
Associates—141-149, 150-157, 202, 204
At-will employer—107
B
Boarding form—61
Building exterior—3
Business cards and stationary—50
C
Canine and feline report card—28
Care to share card—31
Certified Veterinary Practice Manager, CVPM—140
Client correspondence—29
Client communication, nonverbal—35
Client communication, verbal—34, 35
Client communication, written—37
Client education tools—37, 55
Collection, letters—182
Compensation—23, 86, 145, 146, 151-155
Constructive feedback—85
D
DEA, Drug Enforcement Agency—131, 137
Delegation—102-106, 148, 149
Discharge—13, 34, 36, 38
Discipline policies—107, 108, 111
Discrimination—119, 120, 123
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Discriminatory subjects list—72
Doctor compensation—145, 146, 151-155, 199-204
E
EEOC (Equal Opportunity Employment Commission)—120, 131
Employee evaluations—85, 87, 91-93, 149
Estimates—38
Exam room report card—9, 27, 28, 29
Exit interviews—114
F
Fees—9, 14, 23, 53, 158-163, 164, 165, 170, 174, 175, 181, 185, 194
Firing—106-115
Flexible payment plan—185
Follow-up interviews—72
G
Geriatric wellness letter—46
Goal setting—86
Grooming services—60
H
Hierarchy charts—83, 136, 138
Hiring—71
Hiring “10s”—67-77
I
In-hospital fees—158, 160, 161
In-hospital tracking form—169, 171, 172
Incentive programs—98, 99
Inpatient medical services—164, 169
Internal controls—164, 175
Interviewing—71
Inventory—137, 176-180
Inventory control tag—178
J
Job descriptions—68, 69, 72
Job enrichment—97
Job tryout—73, 74, 76
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Job tryout release form—73
M
Manager compensation—139
Marketing, external strategies—1, 3, 9, 27, 30, 44-45
Marketing, internal strategies—55, 56, 57
Markup—158-163
Motivating team members—67, 100
Mystery shopper report—10
N
Negative reinforcement—97
O
Outside laboratory fees—163
Overhead costs—159, 160, 161, 164
P
Pet adoption centers—62
Phase training—248-345
Pharmacy—163, 189
Pre-exam checklist—11
Production, associates—145, 146, 150, 151, 152, 153, 154, 155, 156,
157, 204
Pro-Sal formula—149, 153-155
Price—14, 15, 22, 23, 174
Profitability—154, 161, 174
Puppy socialization and obedience classes—62
R
Reception area—25, 62
Referral reward program—30, 62, 63
Retail services, 63
Revenue—151, 152, 162
Reward system, team—86, 96
S
Signage—2
Staff retreat—87
Standard abscess estimate—39
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Surgical consent form (authorization for professional services)—40
Surgical usage sheet—170
T
Target marketing letter—senior care—46
Team building—94-101
Three-tier compensation formula—199, 200, 202, 204
Three-tier reminder system—53
Total compensation statement—154
Training—68, 71, 77, 78-81, 90
Travel form—165, 166, 167
V
Value—1, 3, 6, 11, 12, 14-23, 24, 27, 58, 174, 189
W
Written warning—115
460