A three-ring binder in your lobby can be a valuable client-education tool, suggests Dr. Melisa Hicks of Blue Cross Veterinary Hospital in Long Beach, Calif. Her hospital divides its binder into sections, such as "New Puppy," "New Kitten," "Senior Pet," and "Miscellaneous." In each section, staff members put related handouts in plastic sheet protectors. Clients can browse through the binder while waiting for appointments or medications. And a staff member can easily copy a page or two for a client to take home. The hospital's mission statement and a list of services make even the cover informative.