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Patient care and client satisfaction doesn’t just “happen.” Well managed practices realize that in order to provide consistent delivery of excellent client and patient care, their team members must have the tools needed to reach their full potential.
Too often practices focus their attention on medical equipment and supplies, believing that having the latest medical devices and items will be all that is needed for excellent patient care. However, it is the practice team that is the greatest asset. Without excellent training the practice team will not have all the tools and cannot provide the level of care envisioned. The time and resources invested into a solid team training program is one of the best financial decisions a practice can make.
Team training is not limited to veterinarians and credentialed technicians nor should it be used only to meet the minimum requirements for licensing renewal. Each member of the practice is vital. A strong medical team in "the back" is less effective and sees less patients if the team "in the front" struggles to perform their tasks due to a lack of training.
It is crucial that the practice addresses the special training needs of a new team member and sets up an effective new hire training protocol. Practices often spend a very short time orienting the new hire and then it is "trial by fire." Leaving the new hire to stumble about trying to figure things out on her own actually costs the practice more than investing time and effort and training in the new team member.
It cannot be overstated the effect of a solid team training program. Well trained team members are more satisfied, thus increasing employee retention and decreasing turnover costs. It is vital for every practice to understand the impact turnover has on the level of care provided to patients. Money spent on turnover decreases the funds available to update equipment or expand the practice. It is essential to develop and hone an team training program within the practice.
Developing, or improving, a team training program may seem a very large task but, like most other components of practice management, it starts with an overall understanding of the need for and factors involved in a great program. With this solid foundation, training protocols for every position in the practice can be developed. Training For High Performance Teams is an great first step and will help provide the tools and guidance to continue the progress and create an environment that will help the practice realize its vision. |
This course is applicable for 10.00 CE credits toward the continuing education requirement for the Certified Veterinary Practice Manager program offered by the Veterinary Hospital Managers Association (VHMA). |
Participants may enroll in this course after it has begun, up to the enrollment deadline date. Participants who enroll after the start date do not miss out on any components of the course.
There are no real time sessions.
The design of this course allows each participant to proceed based on individual schedule, as long as all assignments are submitted by the assignment submission deadline. |
This 3-week course discusses the basic elements and components of employee training, provides examples for implementing training in the practice and provides a multitude of practice tips and training examples. In addition, this course addresses the special training needs of the new team member and how to set up a new hire training protocol. |
Training for High Performance Teams is an entry level course designed for practice team members who have little to no team training background or experience. Practice owners, practice managers and associate veterinarians are the primary focus but this course is valuable for anyone who is involved in building a great practice team
Upon completion of the course, the student will be able to:
discuss the benefits of a good employee training program
apply the 5Ws and 2Hs as they relate to employee training programs
identify who will do employee training and analyse the skills necessary for this position
identify the training needs of each team member
identify intrinsic and extrinsic practice resources that can be utilized for training
relate the components of phase training for team members
develop a new employee training protocol |
...I liked having to do the assignments and think about how we could utilize certain aspects.
...The assignments were most beneficial. The ones involving my team members were quite interesting to complete.
...The reading materials were great - very pertinent and well written, easy to read. |
All material is contained online - the purchase of additional materials is not required. |
Completed students are awarded a certificate of completion. Completion requirements include:
- Instructor Graded Interactive Module Assignments: Designed to help the participant reinforce newly learned material
- Instructor Graded Interactive Case Study Assignment: Designed to help the participant apply the newly learned skills and knowledge though a practice based scenario
- Examination: The examination must be submitted with a score of 80% or better.
- Course survey
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 Tina Graham, CVPM
Tina Graham's introduction to practice management came in 1990 when she was hired by Dr. Charles A. Wasicek. Even though Dr. Wasicek practiced human medicine, Tina gained a great deal of experience from her time there. Her pinnacle achievement at his employ was automating his practice, computers and software, to include records and billing.
In 1997, Tina was hired by her current employers, Dr. David Plante & Dr. Teresa Dewey. Tina was very enthusiastic about working in veterinary medicine, and Dr. Plante's practice afforded her many opportunities to grow. Her first challenge came in 1998 when the practice went through AAHA certification. Much of the successful certification was due to Tina's work with hospital policies and procedures. Tina's next challenge was moving the practice from a 1700 sq ft facility, into a new, ultra modern 6300 sq ft facility. Along with this move came the upgrades to the IT side of the practice, including new computers, networking and major upgrades to AviMark and Quickbooks. Tina again had to take the new practice through AAHA certification in 2003. Today, the North Country Animal Health Center is the premier veterinary practice in Northern NY dealing with domestic animals and exotics and the only one North of Syracuse, NY to hold AAHA certification.
Tina began seeking certification as Veterinary Practice Manager in 2000, knowing that it would benefit her and the practice. After two years of study she successfully tested and gained the title of CVPM. She would highly recommend the CVPM program for anyone seeking or expanding a career in practice management.
Tina's continuing education consists of attending many conferences throughout the U.S. and Canada as well as participating in on-line courses.
Tina lives in Watertown, NY with her husband Roger, daughter Windi, dog Steven and her cats Sammy, Otto and Princess. She enjoys camping, boating and crafts. |
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