Common Course Outline

Catalog Description

Course Description

This course introduces common business and communication procedures used in veterinary practice. This includes bill collection, appointment scheduling, telephone techniques, record keeping, merchandising, and communication. The course teaches follow-up and discharge procedures, filing and record retention, and using the computer in veterinary medicine. This course is meant to serve as an overview of veterinary practice management including veterinary marketing, staff responsibilities, interoffice communications, and public relation techniques. Topics include advanced office procedures with emphasis on client relations and education, inventory management, and state and federal regulations governing veterinary practices. Diversity and equity both inside the practice and as it relates to clients will also be addressed.

Date Last Revised (Month, year)

April, 2025

Outline of Major Content Areas

1. Basic and advanced office procedures
2. Telephone etiquette
3. Appointment scheduling
4. Employee relations
5. Computer applications
6. Inventory management
7. Regulatory management and record keeping
8. Ethics in the workplace
9. Communication
10. Diversity and equity

Learning Outcomes (General)

The student will be able to:

1. Describe the elements of communication including verbal, written, and electronic.
2. Demonstrate basic management and business principles for hospital employees.
3. Demonstrate routine office procedures.
4. Demonstrate billing, collection, and credit management.
5. Apply client education and relationships skills for diverse clientele.
6. Utilize to veterinary practice management software and develop computer skills.
7. Interact professionally with clients and fellow staff members.
8. Demonstrate professional ethics.
9. Identify stress management techniques.
10. Describe the techniques that can increase client communication and communication in the workforce.
11. Create and maintain all appropriate facility records and logs in compliance with regulatory guidelines.
12. Recognize the legality of the veterinary-client–patient relationship.
13. Create and maintain individual client/patient records, vaccination certificates, and other forms.
14. Participate in facility management utilizing traditional and electronic media and appropriate terminology and abbreviations.
15. Understand medical differences in diverse cultures and promote equity in veterinary practice.
16. Apply Crisis intervention and grief management skills with clients.

Learning Outcomes (MnTC)

NA

Methods for Evaluation of Student Learning

Methods may include but are not limited to:

• Exams
• Laboratory practical tests
• Course assignments
• Essays
• Laboratory participation

RCTC Core Outcome(s)

This course contributes to meeting the following RCTC Core Outcome(s):

Personal and Professional Accountability

Students will take responsibility as active learners for achieving their educational and personal goals.

Special Information (if any)

The initial lab session explains and familiarizes the student with general safety hazards and safety equipment to the lab. During the pre- lab discussion, the hazardous characteristics of any materials used during a lab are discussed. In addition, if the lab involves any potentially infectious or zoonotic material, the students will be instructed on the proper use and disposal. The instructor will direct all students to where necessary protective equipment while working with any hazardous chemicals. A copy of the Safety Data Sheets for chemicals used is available in the lab.