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    It’s time to think strategically about the challenges facing our veterinary practices. The Toolkit introduces a new way of examining existing problems in order to generate better solutions.

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    Recent Discussions

    • Profile Picture

      RE: Fast talking CSR-Help!

      7 hours ago
      Posted in: Open Forum

      Record her phone conversations and make her listen to it. Record another CSR's conversation and make her compare to hers. Make her count how many times the client said "excuse me?". ------------------------------ Kikumi Rigney Office Manager Thompson ...

      1 person recommends this.
    • Profile Picture

      RE: Employee Actions

      10 hours ago
      Posted in: Open Forum

      She was logged into her own Google account on one of the computers. I went to search something and when I hit the dropdown there were other searches as well like "what can I do with an animal sciences degree". I saw this shortly after her review, so I'm ...

    • Profile Picture

      Fast talking CSR-Help!

      10 hours ago
      Posted in: Open Forum

      I have a CSR who is a really fast talker. When she speaks to clients in the clinic, 9 times out of 10, the client's response is "I'm sorry"? or "I beg your pardon"? The CSR's call clients with past due reminders to check on their pet(s) and invite them ...

    • Profile Picture

      RE: Goodbye!

      13 hours ago
      Posted in: Open Forum

      Wishing you the best. ------------------------------ Trisha Merchant, CVPM, PHR Director of Hospital Management Animal Hospital of Pensacola Animal Hospital of Tiger Point Animal Hospital of Pea Ridge 850-479-2900 trisha@petcarehospital.com ----- ...

    • Profile Picture

      RE: CDC required USDA Import Certificates from high ...

      13 hours ago
      Posted in: Open Forum

      Our doctors just discussed this at a meeting this morning. Discussed charging based on location and difficulties. ------------------------------ Trisha Merchant, CVPM, PHR Director of Hospital Management Animal Hospital of Pensacola Animal Hospital ...

    • Profile Picture

      RE: CDC required USDA Import Certificates from high ...

      17 hours ago
      Posted in: Open Forum

      We do charge more. We used to do al the legwork ourselves, but now use Global Vet Link. We gather all the fees from them, add a small markup plus time for the veterinarian to examine and review the paperwork. It's about double for international and the ...

    • Profile Picture

      RE: Goodbye!

      18 hours ago
      Posted in: Open Forum

      Best of luck in your new venture! ------------------------------ Joan McCue, CVPM Hospital Manager Veterinary Services of Aiken Aiken, SC 29803 ------------------------------

    • Profile Picture

      RE: Employee Actions

      18 hours ago
      Posted in: Open Forum

      I'm not sure how this "came to your attention" but I would remind the entire staff (on a work platform or staff meeting) that the use of computers at work is for work only and leave it there. I don't like the culture of staff reporting on their peers ...

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    Insiders' Insight - KPI Report

    • Veterinary practice performance in November 2025 shows mixed trends, with overall revenue down slightly year-over-year (–2.2%), driven largely by declines in patient visits (–6%) and fewer new clients ...

    Insiders' Insight - Mgmt Trends

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