VET105 Veterinary Office Management Research Project

Being an active good listener in the veterinary office is of the utmost importance. When a client is explaining their pet's problems to the receptionist, they want to know that receptionist is listening effectively. Not everyone is a good listener, listening is really hard work and it takes concentration. There are a few things one can do to become a good listener and there are signs that someone is not listening. If a friend is telling a story, they expect to be listened to. There are a few things we as people do to let them know we are not listening. Distracting ourselves is one of them. Sending a text message, watching a dog in the …show more content…

Sexual harassment can also happen in the veterinary clinic between staff members. Many offices offer seminars on sexual harassment for their staff so they understand what is acceptable behavior and what is not. There are also hand outs given to employees sometimes describing such occurrences and how to avoid them. Brochures and hand outs are also a big part of veterinary office communication with clients. These can either be made by the staff or printed off of the computer from a reliable website. Some things brochures can cover are flea treatments, parasite information, preventative health care, etc. The brochures and handouts need to have information in them pertaining to whatever the client is asking about. Listening to the client's needs can help with selecting the correct brochure or handout needed to assist that client. Some clients will request a copy of their pet's records as well. Each veterinarian is expected to follow a code of ethical conduct known as the Principles of Veterinary Medical Ethics. In this code, it states that the medical records are the property of the practice and is privileged and confidential. They can only be released when required by law or at the consent of the owner of the patient. The records cannot be released to anyone except the owner unless prior consent is given, this must be communicated to the client very well. Good communication is essential in a well run facility. There are many times when empathy