BSAVA Manual of Best Practice Management

Foreword
Preface

1 Managing the planning and construction process
Jim Wishart

2 Plant and systems
Jim Wishart

3 Floor plans, design and maintenance
Jim Wishart

4 IT and telecommunications
Chris Beesley and Wayne Smith-Gillard

5 Reception and client areas
Peter Hundepool and Alison Lambert

6 Consulting area
Pam Mosedale

7 Wards and in-patient areas
Debbie Roberts

8 Surgical and preparation areas
Amy Bowcott

9 Dentistry
Amy Bowcott

10 Endoscopy
Philip Lhermette

11 ECG
Stephen Collins

12 Ultrasonography
Philip Lhermette

13 Radiography
Victoria Johnson

14 Laboratory
Roger Powell

15 Managing the practice dispensary
Pam Mosedale

16 Offices and staff accommodation
Rita Dingwall

17 Communication
Christine McGrath and Geoff Little

18 Leadership and self-management
Caroline Bäck

19 Managing people
Maggie Shilcock

20 Employment law
Margaret Keane

21 Ethics of professional practice management
Bob Moore

22 Health and safety
Mark Enright and Alison Clark

23 Strategy and planning
Pippa Reffold

24 Finance
Andy Moore

25 Marketing and Branding
Helen Kington, Marion Chapman, Carole Clarke and Susan Beesley

26 Service quality
Caroline Back

27 The customer experience
Alison Lambert

28 Clinical effectiveness
Bradley Viner

Index

Carole Clarke MA VetMB CVPM MRCVS
Carole graduated from Cambridge University Veterinary School in 1981, and set up in small animal practice in Norfolk with her husband, David in 1984. The practice, a veterinary hospital and nurse training practice, now employs more than 30 people, including seven other vets. It relocated in 1990 to former mill buildings and has recently been refurbished. Having been the first to gain both the Investors in People award in 1996, and IiP Gold recognition in 2010, the practice also holds the Health and Wellbeing Award. It won a National Training Award in 1999 for its programme of mentoring and empowerment of staff, and has twice been Pet Plan Practice of the year. Concentrating on strategic and management issues, Carole has published many articles and spoken at international conferences on management topics. She is a past president of VPMA (2001-2) and was awarded the CVPM in 1996.
 
Marion Chapman
Marion started her career as a veterinary nurse in a busy small animal practice, moving on to work in the veterinary pharmaceutical industry. This was followed by 3 years with a large petfood manufacturer, during which time she gave presentations at various marketing seminars and ran communication skills workshops. Marion then went on to work for one of the main veterinary wholesalers, spending much time at practices discussing business management. After obtaining her Certificate in Marketing, she was employed for 6 years as a regional manager for a multi-site practice in London. She currently works as a practice manager at Elands Veterinary Clinic, a small animal first-opinion and referral practice in Kent. Marion has been a speaker at BVNA Congress and has also spent 3 years on the council of the Veterinary Practice Management Association.