Veterinarian

VTS 270

Veterinary Office Management

Course Syllabus

Instructor Name

Email

474-573x or 1-888-474-5207





Office Location Harper Building, Room 113

4280 Geist Road, Fairbanks AK 99709

Office Hours TBA

Mailing Address Interior-Aleutians Campus

PO Box 756720

Fairbanks, AK 99775-6720

Fax 907-474-5208

Credits 3 cr (3+0+0)

Prerequisites Instructor approval

Location Elluminate! Live or Audio conference

Class Meeting Days and Times W, F 5:10 – 7:10 pm (based on 10wk length)

Laboratory or Intensive None



Course Readings and Materials

Required Texts:

 Veterinary Office Practices by Robert Kehn

Thomson Delmar Learning Publishers

 Clinical Textbook for Veterinary Technicians McCurnin & Bassert 6th edition

(program students will have this text as it is required for prior classes)



 Special topics handouts as needed.



Materials – Computer with Internet access, E-Live software and headset if delivered via

Elluminate! Live



Course Description

This course provides a basic introduction of business practices as they pertain to the

management of the veterinary office and the role of the veterinary technician in that management

team. Concepts include communications skills, record keeping, use of computers in veterinary

practice, inventory and office management, and related issues of law and ethics.

Veterinary Science Program students taking this course will gain skills and knowledge

regarding the important role technicians and other practice staff play in the effective

management of a veterinary office. Also discussed are the economics of veterinary medicine in a

rural and subsistence economy. Emphasis in this class is placed on principles of effective

veterinary office management and communications. The practical veterinary experience that

leads to the expansion of student knowledge and builds proficiency of acquired skills through

task–specific exercises (i.e. communications skills, record keeping, inventory and office

management etc) will occur during subsequent VTS courses, namely VTS 240 Practical Nursing

(40 h laboratory), and VTS 299 Advanced Veterinary Science Skills Practicum (80 h off site).

Course Goals

After successful completion of this course veterinary science students will have

understanding of the day-to-day operations of a veterinary office, clinic, or hospital. Students

will study effective communication between staff and clients including emotional situations that

arise such as euthanasia and financial concerns, and also best practices for inter-office

communication that leads to team building. Program students will be able to reference their

prior knowledge of medical terminology and pharmacology in order to create effective

communications with clients regarding patient care. Students will be aware of the laws (State

and Federal) and ethical guidelines that govern the profession and how best to incorporate those

into daily practice. Medical record keeping for patient files, radiology, laboratory reports,

information for regulatory agencies, and inventory (DEA regulated and non-regulated items)

management will also be discussed in detail. Topics will be expanded on from an Alaskan

perspective to shed light on the unique nature of delivering quality veterinary medicine to remote

areas.



Student Learning Outcomes

After successful completion of VTS 270 students will be highly knowledgeable and

proficient in the main skills relevant to office and hospital procedures in accordance with the

American Veterinary Medical Association’s (AVMA) veterinary technician program curriculum

requirements as they apply to client relations and communications. In particular students will be

able to fulfill the following tasks:

Communication

 Be able to develop and utilize multiple formats (verbal, electronic, written) in

presenting information/education to clients in the most effective and appropriate

communication manner

 Understand the effect that emotional and financial stress can have on

communication and how to effectively use crisis intervention/grief management

skills to address complex stressful client situations

 Utilize interpersonal and public relations skills to promote and strengthen team

building, and support the team dynamic of the veterinary office across the staff

 Demonstrate professional telephone etiquette

Management

 Have a working knowledge of computer use in veterinary offices and be able to

utilize common veterinary office management software (i.e. Avimark)

 Be familiar with online veterinary services and educational resources (i.e. VIN,

VSPN, NAVTA, AVMA)

 Be able to correctly format, file and maintain all medical records (ie. health

certificates, vaccination records, lab records, client/patient records, etc) in

compliance with standard medical office practices as well as be able to

effectively manage inventory control

 Be able to correctly design, format and maintain all veterinary facility

records/logs (i.e. radiology suite, surgery theatre, laboratory, anesthesia &

controlled substances) in compliance with regulatory agency guidelines

 Be familiar with facility scheduling (i.e. staff hours, scheduling appointments,

patient intake/discharge) and how to handle routine financial transactions,

 Recognize and respond to veterinary medical emergencies (i.e. triage process)

 Understand the roles of appropriate regulatory agencies (i.e. DEA, USDA-,

APHIS, OSHA, CDC, ATSDR etc) and follow the legal guidelines that govern

the practice of veterinary medicine as they apply to veterinarians, veterinary

technicians, veterinary assistants and other office staff,

 Maintain appropriate disposal protocols for hazardous substances and establish

effective sanitation and nosocomial protocols for all work and client/patient

receiving areas of a veterinary facility

Law & Ethics

 Know the animal welfare regulations and be familiar with the veterinary

technician professional ethical oath, Veterinary Technician code of Ethics, and the

Principles of Veterinary Medical Ethics of the AVMA

 Know how to professionally interact with fellow staff/clients and protect client/

patient confidentiality at all times

 Have the utmost commitment to high quality animal care and provide high quality

service to the clients, fellow staff, and the veterinary profession overall





Instructional Methods

This course will be distance delivered using the Elluminate! Live software (interactive

online video conference) or by audio conference. Class material and exams are available via

Blackboard. Classes are a combination of lecture, class-wide discussion, practical skill sessions,

and smaller group discussions. Mock client interactions by phone will be staged between class

members to provide role play to practice communication skills. Classes will meet in online

classroom for lecture and interactive discussions. Please have all readings completed before

the start of class as they form the basis for that week’s discussion.

Course Calendar

This lecture schedule is fluid and may be updated during the semester. The instructor

will inform students of changes in a timely manner. Students are responsible for keeping track

of schedule changes once announced.

Reading assignments will come from two textbooks. The following title abbreviations

VOP = Veterinary Office Practices; CTVT – Clinical Textbook for Veterinary Technicians

indicate which text the readings are from.



Week Lecture Topic/Title Readings and Handouts Class

assignments

Introduction and Welcome Veterinary Technician Oath

1 Survey – Your best and worst veterinary or handout

medical office experience what was good/bad Syllabus

Professional Oaths VOP ch 1 Introduction to

Veterinary Practice p 3-35

Laws and Ethics in the Veterinary profession VOP ch 8 Ethics p 159 -165

CTVT ch 1 Introduction p 11-24

Laws and Ethics continued  AK Practice act handout #1 Quiz

2 Alaska state practice acts  AK statutes Animal Laws

 licensing requirements, laws  AVMA Animal Welfare

concerning the state veterinary board, Policy Statements

veterinary records laws, and the laws  Cultural Values of Alaska

governing disciplinary actions for Natives (ANKN

impaired or incompetent practitioners. publications)

 Alaska Statutes Animal Laws

 Alaska Native Ethics

Communication Skills – co-workers VOP ch 5 Interpersonal

Working as a health care team, staff roles Communication p 81-110;

 Communication process CTVT ch1 Introduction p 7-10

 Interpersonal relations

 Professional interaction

 Prejudices in Human relations

Communication Skills – Clients VOP ch 7 Interacting with Clients p # 1 Written

3  Appropriate phone and front desk 125-157; Assignment

etiquette handout

 scheduling appointments;

 professionalism in voice and dress;

Communication Breakdowns – Stress, VOP ch 6 Stress p113-122; #2 Quiz

4 emotional reactions, financial constraints and CTVT ch 38 Client Bereavement

how to respond; grief/crisis management; Bond p1177-1188;

humane euthanasia, cultural differences in CTVT ch 39 Stress and Substance

communication style Abuse p1190-1202;

Client Education: Best Format communication Various forms of communications –

– how to determine which format is best to preventive care pamphlets, industry

dispense different information to clients, client advertising, clinic created

education documents, home care instructions,

online resources

Veterinary facilities – Introduction to basic vet CTVT ch 32 Vet Practice

5 office equipment front desk to back kennel management p1027-1063;



Facilities continued- Matching the equipment to Applicable agency information

the regulations and regulatory agency websites, examples of logs and

record books

Record keeping compliance – additional samples of records, # 3 Quiz

information on required records (anesthesia), 2 Written assignment

storage time

6  practice filling out records

Computers in the Veterinary Office VOP ch 4 Computers p71-78;

 Management software, CTVT ch 34 Computer

 Inventory control Applications in Vet p 1108-

 online veterinary services 1117;



Computers continued Avimark Industry demo

software

7 Office administration – best practices for VOP ch 3 Administrative

day to day efficient operations, filing, Duties p 37-69;

scheduling, discharges

Medical Records and Patient Files – create CTVT ch 33 Medical Records # 4 Quiz

8 and maintain in correct compliance p 1064-1106;



Choosing the best format for specific clinic Samples of various styles of

settings medical records (source

VINetwork; VOP)

Financial transactions VOP ch 9 Fee Collection, # 3 written assignment

9 Billing, Payroll p169-196



Alaskan Economics of Veterinary Medicine – Current economic trends in the

Fairness in pricing for your cliental state; direct and indirect costs

of vet med business in AK

Course Review or additional class session on Will be determined by session

student topic choice topic – whole course review FINAL EXAM

for final exam or specific topic

10 discussion







Course Policies

Students are expected to attend all class meetings. Contact the instructor as soon as

possible before missing a class to let them know and make arrangements.



Plagiarism Statement : All work submitted in this class must be your own work,

generated exclusively for this class, and not work intended for submission in another course. The

use of sources (ideas, quotations, paraphrasing) should be properly documented. Please go to



http://www.uaf.edu/library/instruction/handouts/Plagiarism.html for more information on

how to avoid plagiarism or contact the Writing Center for assistance (contact information at end

of syllabus).



Evaluation

A. Quizzes: A total of four quizzes are given during this course. Content of quizzes is

based on the previous weeks lecture content. Format can be short essays, true and false, multiple

choice questions, and labeling of diagrams.

B. Written Assignments: There are a total of three written paper assignments. Written

assignments are due one week from the day assigned. Written assignments must be typed and

have a required length of 2 pages. The papers need to be spell checked and have standard

formatting (0.5 “ top and bottom; 1” right and left margin; double spaced). Students are

encouraged to seek writing assistance with IAC’s english faculty (email: ffcla@uaf.edu) or

contact the Writing Center at the number listed in the student services section of this syllabus.



Topic 1: Why use a team approach to veterinary health care?



Topic 2: For each of these three different scenarios offer two alternatives for presenting

information to the client.



 Preventative Vaccines for a puppy and information for her middle-aged first time pet

owner

 Dental care for a geriatric feline and information for his elderly experienced pet owner

 Emergency care for a critical hit-by-car dog and information for her young adult couple

owners



Topic 3: Complete 3 intake records for one or more of your own animals. Choose a format from

the styles provided and create a medical record for one of these topics: pregnant bitch; vaginal

discharge; hair loss and itching etc.



C. Final Exam: The final exam is comprehensive and is taken during class time. The

final exam is comprehensive and is taken during class time. It will consist of case study

scenarios, multiple choice questions, true and false questions, and/or labeling of diagrams chosen

from the complete lecture topics.



Point Totals and Grades will be assigned on the following basis



Number % of grade points per test Point Value

Written 3 45 150 450

Final Exam 1 25 250 250

Quizzes 4 20 50 200

Attendance 10 100

Total 8 100 1000



A – 90% or more of total points (90/100 to 100/100)

= an honor grade, indicates originality and independent work, a thorough mastery of the

subject, and the satisfactory completion of more work than is regularly required.



B – 80% to 89% of total points (80/100 to 89/100)

= indicates outstanding ability above the average level of performance



C – 70% to 79% of total points (70/100 to 79/100)

= indicates a satisfactory or average level of performance



D – 60% to 69% of total points (60/100 to 69/100)

= the lowest passing grade, indicates work of below average quality and performance



F – 59% or less of total points (<59.5%/100)

= indicates failure to meet the lowest standards

Student Support Services

The University has many student support programs. If you need assistance please contact

any of the following service programs or departments.



UAOnline

http://uaonline.alaska.edu/

Your resource for transcripts, accounts, and other personal information.



Rural Student Services

http://www.uaf.edu/ruralss/

Rural Student Services (RSS) is an academic advising department with over 35 years of

experience in working with students from all over the state of Alaska. We are here to assist you

in achieving student success by linking you to current information pertinent to your education,

lifestyle, and goals. RSS is known for its welcoming and friendly environment. Many students

find a meaningful connection at UAF through RSS.

We can help you with:

* Academic Requirements

* Registration for Classes

* Finding Financial Aid

* Explaining Housing Options

* Declaring a Major

* Career Exploration



CONTACT US AT:

P.O. Box 756320, Fairbanks, AK 99775-6320

1-888-478-1452 (Toll Free within Alaska) or (907) 474-7871

Email us at fyrss@uaf.edu



Math Hot Line

Contact UAF's toll-free Math Hotline for problem solving and math help. Call 866-823-

6284 (1-866-UAF-MATH) during regular fall and spring semesters.



Writing Center

http://www.alaska.edu/english/studentresources/writing/

The Writing Center is a student-staffed, student-oriented service of the English Department.

801 Gruening Bldg., P.O. Box 755720

Fairbanks, Alaska 99775-5720

Phone: (907) 474-5314

Fax: 1-800-478-5246

* The UAF Writing Center and Computer Lab offers free writing tutoring to any student in any

subject via telephone and fax or over the Internet. Students can call 907-474-5314 for

information on how to fax a paper and have it tutored over the telephone, or engage in an

interactive Internet session. Both services are free.



Library Services for off campus students

http://library.uaf.edu/offcampus

Off-Campus Library Services is a unit set up to serve rural UAF students and faculty who

do not have access to appropriate information resources in their town or village. We work in

support of The College of Rural & Community Development and The Center for Distance

Education and Independent Learning.

We can supply your information needs for the courses you are taking. For example, if a research

paper is required in the teleconference or correspondence course that you are taking, you can

contact us, explain your information need, and we will send library materials to you so that you

can write your paper.

Contact us at

Off-Campus Services, Elmer E. Rasmuson Library

310 Tanana Loop, PO Box 756800

Fairbanks, Alaska USA 99775-6800

Phone: 1-800-478-5348 Email: fyddl@uaf.edu



Computer, Internet, and software



Problem: you cannot get your email



Make sure your Internet connection is working; to test it, you can try to go to a new web page

and see if it loads.



 If you are having problems with a UAF account, you will need to contact the UAF help

desk 1.800.478.4667. If it is another company’s account, you will need to contact their

customer support. There is very little we can do to assist you as we have no control or

access to the computers that serve the email.

 Check with your email program’s Help.



Problem: you forgot your password



 Only the organization that issued your password can do anything to change it. You will

need to contact them. For UAF email and Blackboard it is the UAF help desk

1.800.478.4667. For most web services there is a link you can click if you forgot your

password. I also recommend writing them down somewhere for back up.



Problem: you are having problems with Blackboard



 You will need to contact the Blackboard administrator, at:

http://classes.uaf.edu/ Office of Information Technology Help Desk 474.6564 or

1.800.478.4667



Elluminate Live

If you have questions about Elluminate! Live I strongly encourage you to visit the

following page



http://community.uaf.edu/ehelp Steps needed to prepare you for your first distance education

course session.



http://distance.uaf.edu/archives/research/subresearch/elluminate-live.php

There you will find

 a direct link to Elluminate! Server

 how to connect your headphone/microphone to your computer

 help finding and activating your UAF ID

 a printable quick reference guide

Disabilities Services

The Veterinary Sciences Program will work with the Office of Disability Services to

provide reasonable accommodation to students with disabilities. Disability Services provide a

variety of services to assure equal access for all students. Interpreting services, educational

assistants, note taking, and exam accommodations for students are the most frequently provided

accommodations. Disability services also provides assistance to the university's rural campuses;

Tanana Valley Campus, Bristol Bay, Chukchi, Interior-Aleutians, Kuskokwim, and Northwest.



The staff of Disability Services works with faculty in arranging appropriate services in the

classroom. Questions should be directed to the Director of Disability Services at (907)-474-5655.



http://www.uaf.edu/disability/



UAF Office of Disability Services

612 N. Chandalar, PO Box 755590

University of Alaska Fairbanks

Fairbanks, Alaska 99775-5590

Phone: (907) 474-5655 | TTY: (907) 474-1827 | Fax: (907) 474-5688 | E-mail: fydso@uaf.edu

A Division of Student and Enrollment Services (SES)

UAF is an affirmative action/equal opportunity employer and educational institution.