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If you need to ask someone about leaving early or coming in late ask your supervisor.  For example, Chris needs to leave between 2 and 3pm on Thursday.  She looks at the schedule and the senior CC on that day is Cecelia.  She would ask Cecelia.  Cecelia would send me a text or email letting me know for documentation purposes.  If Kay needs to leave and she is up front, Kay should ask Barb as that is the front supervisor.  If Barb approves it she will send me an email or text for documentation purposes.

The chain of command goes as follows:

• Dr. Love
• Bob
• Cheryl, Assistant Clinic Manager
• Patrick, Assistant Clinic Manager
• Barb (CSR side – Head CSR), Chris (medical side – Head Tech)
• Cecelia – Floor Supervisor
• Brianna – Floor Supervisor

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Source: WordPress export (2023-07-06).

The general category is meant for all employees.  They are general items that most businesses have and are mostly not specific to the veterinarian field.

Company Structure

Unless directed by a member of management all questions dealing with anything other than patient care should be directed to the Manager on Duty that is defined below.  Although Dr. Love is in the clinic, she is usually focused on being a veterinarian and the Management Team’s job is to relieve her of non-medical burdens.  However, care questions need to first be addressed to the doctors and then the Manager on Duty if a doctor is not readily available.

All Associate Veterinarians are considered to be members of management and unless otherwise specified have all the rights and privileges with that title.

Employees are ALWAYS welcome and encouraged to report, to the Clinic Manager (via email using manager@morainegrove.com), any problems that may arise with the Associate Veterinarians will be reviewed with the Hospital Administrator.

The Hospital Administrator is ultimately the final say in any matter related to MGVC; however, will likely not get involved in matters handled by middle management.  Most serious issues are discussed in detail with the Administrator prior to any actions being taken.  However, if there is an issue with the Clinic Manager please always speak to the Hospital Administrator.

Manager on Duty

Manager on duty is the following in order:

• Head Tech or Head CSR
• Floor Supervisor
• Assistant Manager
• Robert Ramsey – Clinic Manager
• Love – Hospital Administrator
• Associate Veterinarian on Duty
• Richard Franke

You must always talk to the top-most person if they are in the clinic or reachable by phone, if not you may continue down the list until you can reach someone.

Chain of Command

• Hospital Administrator
• Clinic Manager
• Assistant Clinic Managers
• Floor Supervisors
• Associate Veterinarian(s)
• Richard Franke

Scope of practice

Certain members of management can approve certain long term medications under a protocol outlined by the Administrator.  Beyond that medication dosages, medication instructions, patient care instructions, etc. are all considered medical questions and can be directed to the appropriate veterinarian.  You are always welcome to come to the Clinic Manager with any question and if it is not within his scope, he will direct you to the appropriate person.

Questions on payments, charges, or anything to do with money, employees, scheduling both for clients and for staff, benefits, payroll, reimbursements, or any other question not dealing directly with medical care should be directed to the Manager on Duty.

Core Values

• COMPASSION
• PROFESSIONALISM
• RESPECT
• TRUST

Communications

Standard communication is done one of 5 ways normally

• Via email
• White boards located throughout the clinic
• Staff notes on Avimark
• Charts
• Physical notes in employee mail boxes

Management reserves the right to demand any employee put any communication in writing before addressing any issue.  Management will advise the employee to provide standard pen and paper or email at the manager’s discretion.

The purpose of the “in writing” policy is to ensure that all the facts are accurately reported.  It is vital that you not leave your email program on any “common” computer (sign out of email when done) or share your email password with anyone.  You understand that any email that comes from your account will be an official email from you.  By sending the email, the account owner is effectively signing the email.  You also understand that all information sent to or given to management is accurate, truthful and honest.  If you do not have FIRST HAND knowledge of something, you WILL ensure that is accurately portrayed in any communication with management.

Company Focus

Our company focus to provide excellent medically necessary care to our patient and give our clients the best customer service experience possible.

Mission Statement

To be a thriving, well-respected and trusted veterinary practice by providing excellent general health care for dogs and cats, as well as outstanding customer service to their owners.

Morale

MGVC understands that there are 2 major assets for a business that cannot be insured or purchased.  These 2 assets are what makes the difference between a business and a thriving business.  They are the clinic’s clients and the clinic’s staff.  We want our employees to be happy and management always has an open ear to suggestions on things that can be done more efficiently or effectively.

Our goal is to have happy clients as well as a happy staff.

“We all have to work but we don’t have to hate it.”

Mandatory Mediation

As a condition of your employment with MGVC, you agree to mediate any dispute you have with MGVC before filing suit in court or filing a complaint with the Pennsylvania Human Relations Commission.

“Mediation” is a flexible, non-binding, confidential process in which a neutral person (the mediator), selected by the parties, facilitates settlement negotiations.  The mediator improves communication across party lines, helps parties articulate their interests and understand those of their opponent, probes the strengths and weaknesses of each party’s legal positions, identifies areas of agreement and helps generate options for a mutually agreeable resolution to the dispute.  The mediator generally does not give an overall evaluation of the case.  A hallmark of mediation is its capacity to expand traditional settlement discussion and broaden resolution options, often be exploring litigant needs and interests that may be formally independent of the legal issues in controversy.

Either you or MGVC may invoke the mediation process described in this Handbook by requesting mediation in writing at any time.

Unless otherwise agreed, one-half the cost of mediator’s services shall be borne by the employee and one-half by MGVC.

Promptly after being chosen to mediate a case, the mediator shall, after consulting with all parties, fix the date and place of the mediation.  The mediation shall be held within 60 days of the request for mediation.

You and a representative of MGVC will attend the mediation.  You may also bring family members, a personal friend or legal counsel with you.  This is because the principal value of mediation includes affording us opportunities to state directly to one another our positions and interests, and to hear, first hand, the other’s version of the matters in dispute.

The mediation shall be informal and will employ a facilitative method.  Mediators shall have discretion to structure the mediation so as to maximize the benefits of the process.

The mediator may hold separate, private caucuses with each side or each lawyer or, if the parties agree, with the parties only.  The mediator may not disclose communications made during such a caucus to another party or counsel without the consent of the party who made the communication.

By accepting employment with and remaining employed by MGVC, you are providing a covenant not to sue MGVC based on a condition subsequent.  In other words, you agree not to sue MGVC for any reason without first having requested and participated in mediation.

You also agree not to sue MGVC for any reason if you fail to respond or cooperate with our request for mediation.

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Source: WordPress export (2018-09-15).

Adherence

Any policy or procedure may be modified for special circumstances and on an individual basis by management where allowed by law.  No policy or procedure can be construed to apply to every employee the same, circumstances arise from time to time that may need some flexibility in the rules and management, at its discretion, may grant that flexibility.

Employment Contract

No policy or provision in this handbook is intended to create a contract binding the employee or employer to an agreement of employment for a specific period of time.  Employment can be terminated by either the employee or employer at any time, for any reason, with or without notice.  No representative or agent of the employer, other than the President of the corporation, can authorize or sign an employment agreement contrary to the above terms or otherwise mange any binding offer of employment for a specific term.  The nature, terms or conditions of employment cannot be changed by any oral representation, custom, habit or practice.

Verbal policy or procedure

Employee handbooks, Policy and Procedure manuals or Standard Operation Procedures cannot cover or foresee every circumstance.  If a problem occurs that there is any question on please see the manager on duty for clarification at the time and then request, via email using manager@morainegrove.com, that a policy or procedure be developed for this scenario.  We depend on our employees for feedback so we know when we need to address a topic that may have only been addressed verbally in the past.

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Source: WordPress export (2018-09-15).