Concepts of Practice Health
Concepts of Practice Health
A Healthy Practice
A better "Quality of Life"
They all can co-exist!
What Brought You to Veterinary Medicine?
Love and want of others to love animals
Feeling good about what you do
Making a difference
Being part of one of the greatest professions in the world
Challenges in Practice
Finding good people
Training good people
Keeping good people
Dealing with people
You could really enjoy your career while staying focused on the pet's best interest
You also earned the financial security for a better quality of life?
Topics for Discussion:
Factors that influence change
Trying something new
Finding the right vision
Business realities, and passive income (Organization)
Building a productive team
Outstanding Customer Service (Consistant messaging)
Building your strategy
Why do people purchase products and services from a veterinary hospital?
What are they really buying?
Benefits (Peace of Mind)
The Influence of Perception
Our perception of clients/ourselves
Client's perception of "value"
Finding time to build "value"
Need for new approaches to deliver better veterinary medicine
Not a Question of Right or Wrong
The intent is to look at things "Differently"
"Given six days to cut down a tree, I'd spend five days sharpening the ax." - --(Abraham Lincoln)
What Causes Change?
Supporting the Veterinary Change Engine
Requires leadership to move forward with a vision
Requires new systems to identify and overcome obstacles while maintaining momentum
Must come in small steps
We Now Know That:
Clients now have easy access to large amounts of information which causes confusion in the marketplace
Time has a real value to clients
Managing time is a common stress- maker for veterinary hospitals.
Where Can You Find the Best Source of Information for a Pet Today?
The Veterinary Hospital
Through the use of a well leveraged health care team (Adaptations from Dr. Steve Garner)
The Art of Trying Something New
"Attitude" is everything
Finds the "Diamonds in your own back yard"
Initiates the evolution of creativity
Related Importance to You
Historical management styles can reject new ideas
Be sensitive to the "Letting go" process
Change can be a good thing
Implement new ideas in _________
Quote from Einstein
Understanding paradigms is key
What are some important points you have observed or learned today?
What is Vision?
The perception of our success as a professional (What we want to be)
Is this important when implementing change?
Why is this important to you?
Vision defines the new world and allows people to adjust their own "comfort zone"
The Influence of "Leadership"
Who can take the lead
Your Road Map
Do you see your position as a career?
"More Up front, more in the back"
Actively working with clients??
Following Your Road Map
How can the veterinary practice help you reach your potential?
Is there an environment that will allow growth and positive change to occur?
Make Time to be Creative
Appreciate the diversity in other people and "Actively Listen" to what they are saying
Be looking for new options
Help others see what can't be seen
Maintaining a Great Attitude
Work to balance your personal and professional life
Develop your vision as part of the hospital vision
Encourage performance appraisals and clear job descriptions
Reflect on the intrinsic motivation that brought you to veterinary medicine
Clarify obstacles, recommend solutions
Roles and Responsibilities
The Veterinarian's Role
Prescribe therapeutic medications
Outline treatment plans
Create the environment for others to be empowered to implement their roles
The Technician's Role
Routine samples and diagnostic tests
Anesthesia induction & monitoring
Nursing care, assist veterinarian in diagnostic & surgical procedures
Client education and development of passive income
Building value in products and services endorsed and provided by the hospital……..including its image!
Have You Seen a Veterinarian Perform These Tasks?
Interview & hire new employees
Basic Staff training
Collecting laboratory samples
Performing routine diagnostic tests
Placing IV catheters……the list goes on
Why Do Veterinarians Perform These Tasks?
Traits that make a good veterinarian can conflict with delegation. (Structure&Paradigms)
Trained that way in veterinary school
Client requests (Paradigms)
Not aware of a more efficient use of their time and that of the technician. (Paradigms)
May not recognize the technicians ability to perform an activity... possibly better
Looking at the Average Client Base (AVMA 1997& Fritz Wood)
25% deliver 75% of the income
30% deliver 20% of the income
45% deliver 5% of the income
How important is it to you?
How do we judge an airline?
Airline Cockpit Crew
How does this impact a Healthcare Team
Clients make decisions on what they know and what they perceive.
Quote from Patch Adams
Why is Customer Service So Important?
Perception alone can cause a client to access services from your hospital rather than elsewhere!!
Technical Knowledge vs Customer Service
Building Your Strategy
Begin with "Small Steps
Build your vision
Build your team
Offer more services to existing clients
Happy Clients, Healthy Practice, Better Quality of Life
Quality Time with the Client requires a Healthcare Team Effort
To build a trust and a bond to the team
Build the value of a "Pet Advocate"
Allow time for better client communications and follow-up
Provide such a positive experience the client would never think of going elsewhere (Mark Opperman)
Programs or Processes Develop Teamwork (E-Myth, Michael Gerber)
Setting any team objective
- Geriatric Programs
- Weight Management
- Awareness Displays
- Updating Hospital Brochures
Processes Mean Better Medicine
Providing additional products and services
Communications that reach more interested clients
Implement new ideas and measure steps toward success
Tools and Materials
Setting goals to support team building
Developing a process (Meeting Planner)
Use of vendor materials
Click the image to view a larger version.
Good Medicine is Good Business
Optimum nutrition is "Good Medicine
Skills learned apply to every other product or service in the hospital
Health Care Connection from Hill's
800-548-VETS (8387) Hotline
You could be the diamonds in your own back yard.
Help your veterinary hospital find the solutions to provide better medicine in a rapidly changing world.
We want to be there too!
ACVC Contact Information