This presentation by comedian Don McMillan highlights some of the potential problems.
UK Small Animal Practice for the period to July 2008
data adapted from MAI consolidated data report
click
here for more information about the Management Analysis Index from AT Systems
Leading pet insurer first to sign up to use revolutionary communications
hub
PetPlan has become the first insurance company to sign up to use the new 'smart' communication
hub VetEnvoy.
The platform, which is run by LiveTime 24/7 Ltd, has been built specifically to handle the
Vet-XML data format, created by the SPVS-led Vet-XML Consortium, which allows data to be easily,
reliably and securely transferred between different Practice Management Systems (PMS), lab
and insurance companies as well as microchip databases.
Another insurer Pet Protect, also looks set to sign up to use VetEnvoy and the Consortium is
currently in talks with others such as AXA, Norwich Union and Direct Line.
"Receiving claims electronically has to be the future," said Simon Wheeler, Head of Marketing
and Partnerships at Petplan. "Although our existing paper-based process is very slick - it has
to be given the tremendous number of claims received and processed each day - VetEnvoy will make
processing more efficient. Claims will be delivered immediately and an electronic audit trail
means that vets can be certain of receipt by Petplan. And the resulting reduction in settlement
time offers significant client benefit."
Mike Fletcher, Director of LiveTime 24/7, added: "We are delighted that Petplan has signed up to
use VetEnvoy. The current power of VetEnvoy lies in its ability to simplify and speed up the
processing of insurance claims. This means that the current average cost of processing a claim
could be cut by at least half. Also, by utilising the information that vets already hold within
their PMS, it is also helps reduce the chances of mistakes being introduced when compiling the
information."
As well as speeding up the processing of insurance claims, another eventual key benefit of
VetEnvoy will lie in its ability to provide a more straightforward and efficient way of
transferring medical records, including digital images such as radiographs, ultrasound and
photographs.
Richard Hillman, SPVS President, explained: "VetEnvoy is truly revolutionary and the Society
is proud to be a leading partner in bringing the system to fruition. Research among veterinary
practices revealed that -- unlike medical practices - most still do not store case referrals and
lab reports in an electronic format.
"While many PMS systems can store and retrieve financial records, the efficient electronic
management of clinical records, which is the core function of practices, had previously been
neglected. An electronic system focusing on medical records will give practices the ability to
access medical notes from any location with Internet access as well as speeding up insurance
claims and making the process more secure and less prone to error."
The official announcement from Petplan came at the SPVS IT Day where LiveTime also presented a
cheque for £2000 to the Society's Educational Trust.
Veterinary practices can currently benefit from a free 90-day trial of VetEnvoy by signing up
via the VetEnvoy website. SPVS members will also receive a 20% reduction in costs per claim
if they choose to continue using VetEnvoy after the trial.
You can
click here sign up via the Vetenvoy website
Common Beliefs Lead To Mediocrity
In a recent newsletter Peter Weinstein and Steve Kornfeld report that 'what most of us tend to
do when we get out of school is look around to see what everybody else is doing and then do the
same as everybody else does. Do you agree? If everybody is doing what everybody else is doing,
that inevitably leads to mediocrity and stagnation.'
Some do what everybody else does, but better. They thus become more successful, but only
marginally so. Yet, as the cost of doing business is growing in leaps and bounds and as
competition steadily grows as well, stagnation or just slow growth don't really cut it anymore.
Do you feel crunched in your practice? Do you feel you have to work harder and longer every
year just to stay afloat? If the answer is yes, you are working hard at copying what everybody
else is doing. Why not work smarter instead? If you want to be a true veterinary professional,
you need to start thinking outside the box and do things "unconventionally". Then you might
find yourself needing to work less hard and having better results.
So let's begin by looking at some of the entrenched beliefs in our profession that keep many
of its members from getting greater results:
You can be a compassionate veterinarian or a financially successful veterinarian, but you
cannot be both
An offshoot of that-if you focus on what's good for you financially, you can't focus on
what's good for the patient; the two cannot coexist
Your clients cannot afford your services
Your clients choose to work with you because of location and cost of service, so you better be
cheap
If you raise your fees to how much you really deserve, your clients will leave you and your
colleagues will think you are in this profession to get rich
You can be everything to all your clients
You should strive to know everything about veterinary medicine so you can deal with every case
you get
If you own a practice, someday you will be able to find a great buyer and retire in comfort
If you are an associate, someday you will be able to afford a practice and be successful
in it
You are a licensed veterinarian and that qualifies you to be knowledgeable at running your
practice as a business and at making it grow
Business in veterinary medicine is cyclical; some months are slow and others are busy and this
can never change. In other words, it is unthinkable to be equally busy year around
If you want to be a true professional, you need to stop buying into these beliefs. You
also need to look beyond the limits of our profession to what professionals in other industries
are doing and take what's working there and adopt it into your own practice. There is no need
to reinvent the wheel time and time again; it's all there. All you have to do is identify it,
adapt it to your specific needs and then adopt it.
You can
click here to visit Peter Weinstein and Steve Kornfeld website
Pet ID Cards Prove Popular
Pet ID Card completes pilots and publishes research results.
Launched via pilots across four sites in Scotland
Research shows clinic clients are impressed and praise the card and system as useful
Clients use email for prescription renewal and appointment enquiry
Councils approve for proof of vaccination for boarding
Pet ID Cards were introduced earlier this year to 4 Scotland sites in pilots to adapt software
to the UK market.
Following four months of card delivery, a cross section of clinic clients was researched to
determine receptivity to the card and the supporting system. Overwhelmingly respondents were in
favour of the card and identified key areas of benefit including convenience of having all
details on one card, as well as being able to log in to review information, 24/7 communication
for appointments, prescriptions and general enquiries. The latter in particular is significant
as a number of clinic staff were cynical of client use of email when the program was launched,
believing most prefer and are able to contact the clinic during surgery hours. Email contact
has been confirmed by clinic front office staff as having increased significantly since cards
were introduced.
The Pet ID Card, which displays the pet's photo and holds important pet health information,
vaccination status and veterinary clinic contact information, is issued following a pet's annual
vaccination and is generally sent directly to practice clients along with a clinic welcome
letter. A new card is triggered and issued each year to ensure core information is current.
The durable, easy-to-store and carry card can be used by the client as evidence of vaccination
status for boarding and grooming facilities and also carries pet identification microchip
numbers and, if applicable, rabies tag information.
Specific information contained on the card includes:
Pet name and photo
Client name and contact information
Veterinary clinic contact information
Emergency service/after-hours information
Client and patient information, including annual wellness exam date, vaccination status,
allergies and special medical conditions
Any current reminders such as worming, dental, weight check etc
Rabies tag and microchip numbers
Login information for secure Internet services -- provides a way for clients, kennels and
emergency clinics to check on pet health and vaccination status in addition to any current
prescribed medication.
Apart from reducing the volume of printed reminders a clinic needs to produce each month,
the Pet ID Card system generates significant additional client goodwill and loyalty. Currently
annual vaccination compliance in the UK after 2 years pet ownership is believed to be
55%/45% dogs and cats respectively. The Pet ID Card system aims to improve that by a further
10% to 60% and 50% respectively. In an average practice with some 350 vaccinations per
month, that represents 420 additional vaccinations per year. The additional revenue from those
retained clients is more than enough to pay for the cost of the system, though the UK owner,
Vetgate Systems advises that costs are recovered from a combination of increased vaccination
fees (if they have not been adjusted in the last 24 months) and increased visits/sales per
client. The net result is claimed to be improved revenue and profitability for the clinic.
The system provides additional services apart from the card and client portal, including
newsletters, or content for existing newsletters and websites from a range of templates all at
no additional cost.
A further option is for the introduction of online purchasing for those clinics seeking to
develop the product sales side of their business.
The Pet ID Card has been approved as acceptable evidence of vaccination status in the
catchments of all clinics involved in the pilot. The councils were consistent in their
observations of convenience for clinic, client and kennel in accessing information and
providing a communication channel for those parties. They also consistently noted there was
a potential application for stray animal recovery with information on the Pet ID Card system
being more current than some microchip data bases.
Kennels reinforced that praise, noting that having online access to 'guest' information 24/7
meant they could immediately determine any allergies and medication an animal may be on before
needing to contact a vet.
You can
click here to visit the VetGate website and learn more about Vetgate Systems.
What Client Complaints Are Not Saying
by Katherine Dobbs, RVT and published in Veterinary Practice News Oct 2008
We have all heard clients complain. Some of the most common complaints concern long waits
and unexpected fees.
You have probably developed routine responses for these complaints, citing policy and price
justification. Yet at times we miss the point completely and send the client away even angrier.
The client leaves in a huff while we go to "the back" to vent to our co-workers about the high
maintenance client who just left.
We hear what the client says, but we often don't stop to think what the client really means.
If we evaluate the emotions behind the gripe, we have a better chance of addressing the
problem. Let's work through some common client complaints and explore how you can rethink your
response.
How Much Longer?
When a client complains about how long they are waiting, is it really the minutes ticking away
that causes their frustration? If you ask, you may discover that the wait seems long because
of something that isn't immediately obvious: They are worried about their pet in the back
(being admitted or treated); they have a baby who is about to explode because nap time is
approaching; they are worried about getting out on time to meet their child's school bus; or
they're not sure how they are going to pay for the visit now that they noticed the "Payment
due upon service" sign.
These circumstances are aggravated by the wait; the wait itself is not always the issue.
Sometimes all it takes is for a team member to update the client, let him know how long he can
expect to wait, and ask how the team can make him more comfortable.
It might be as simple as dipping into the "client refreshment fund" to buy the hungry toddler
a snack or a drink.
When clients complain about the long wait, what they are saying is: "I need someone to help me
if I'm going to be sitting here for any extended period of time … like 15 minutes!"
Am I Going to See the Doctor?
You may hear, "I didn't get to see the doctor when … ." This problem is not always as obvious
as it seems.
Does the client have a strong desire to see a particular doctor? Perhaps. But more often
than not, she just wants to be sure she is getting the right advice and information from someone
who knows her pet. This doesn't necessarily have to be the doctor every time, for every
client.
Other members of the team should be trained to know the patient, the information that needs to
be delivered and how to provide personalized service.
This will free up the doctor. It also will give the client more points of contact.
In this case, what the client is really saying is: "Who are you? And do you know my pet and
have the right information for me?"
Why Is My Pet Filthy?
There is no excuse for sending a pet home dirty, whether it is blood on an incision or fecal
matter on the behind. But it happens, particularly if a patient came in with symptoms of
diarrhea or vomiting.
A weak, timid or aggressive patient can't always withstand a complete bath. But every effort
should be made to spot-clean the pet.
If a pet cannot receive a full cleansing bath, someone should address that with the client
before the pet is brought out for a visitation or release.
Acknowledge that you are aware the pet is dirty, but for "X" reasons it is not in the pet's
best interest to give it a complete bath at this time.
The client will want what is best for the pet and will appreciate that you noticed and cared
enough to explain. Otherwise, the client will go home, then notice the filth. The next call he
makes will be to your doctor or manager.
It Costs HOW Much?
This is the complaint that makes us all cringe. There is often no good reply.
You can explain the care given, the lab charges incurred, the equipment cost, the medication
fee increase, but none of it makes the client feel any better. By this point, it is too late.
Being proactive is the only way to avoid this complaint. Because what the client is not
saying is, "I didn't expect this total, and I have no idea how I'm going to pay for this."
The only way to avoid fee complaints is to communicate. Post clear information about payment
options and expectations, obtain permission in advance for all services, and provide an
estimate for continued daily care for hospitalization.
What happens if there is a surprise discovered--missed charges that have been applied to the
invoice or a procedure that was performed without permission? Tell the client as soon as the
discrepancy is noticed.
If this occurs when the pet is being released, do not set up the receptionist for a battle by
having her present an unexpected invoice to a client at the front desk. Instead, have someone who
knows the family escort them into a room and discuss the invoice before the pet is brought up.
This eliminates the embarrassment at the front desk as the client tries to figure out how to pay
the bill and allows the practice time to work with the client, if necessary, on explanations and
payment options.
4-Letter Word: Policy
Regardless of the type of complaint, the one thing you want to avoid is the P-word. Clients
do not care about your hospital's policy. They care only about their pets.
Your practice cares about their pets, too.
So when you find yourself butting heads with a client over policy, step back mentally and think
of why the policy is in the best interest of all the patients. That is what you tell the
client.
An example is the client who wants to stay with her pet for a long time or overnight. The
reason she cannot stay isn't "policy." Instead, it is that all patients need to be continually
monitored by the staff. The patients need to rest, the staff needs to be able to provide
medication and nursing care, and therefore the visits are limited in the best interest of all
the patients.
You can apply this "pet-centered policy" logic to nearly every policy affecting clients. You
may not make every client happy, but every client will know that you have the best interest
of his pet at heart, even if he continues complaining.
You can
click here to visit the Veterinary Practice News website
How to have a busy lobby, right now
by Ben Cummings
Ben Cummings is the publisher of a website devoted to the business development of
chiropractor services in the USA. Chiropracter and veterinary services are very different
in many respects. However practice success in both professions depends on the delivery of
high quality professional services for clients/patients who demand, and are prepared to pay
for them. Maybe there are some lessons here for veterinary practice owners.
Success breeds success. A busy lobby stimulates more business, and often significantly
more. Here's a tip used by my clients to look busy, even when you're not!
There's an Italian restaurant near my home. When I drive past it the parking lot is usually
empty. I have never eaten there and I've concluded that...
If no one else is eating there, how good can the food really be?
I will admit this is completely unfair. Perhaps the chef there is the best in the city! However
humans look at popularity to judge the value of products and services. I bet you the biggest
steak in Texas that you would not had read a Harry Potter book were it not for its popularity with
others. On a recent trip to St. Thomas I counted at least a dozen people on the beach reading
the Da Vinci Code. Finally, I broke down and purchased it to see what "made it such a good read."
We look to see what others are doing to make judgments about products and services.
This powerful psychological factor is known by social psychologists as social proof. Social
proof explains much of our behavior. It explains the reason I purchased the Da Vinci code and
Harry Potter... but have yet to eat at the Italian restaurant.
Why a busy lobby stimulates more business
We want to go where others go. We want to wear what others wear. We want to be part of a
successful, busy looking progressive practice.
If the lobby is packed...
If the parking lot looks busy...
The doctor must be good.
When the lobby looks busy, patients feel that their decision to select your service has been
validated. When patients see the demand for your services to be great, they are more likely to
tell others about their "great doctor." I have seen a busy lobby single handedly grow some
practices.
In practices that are slow, the slow lobby compounds the problem. The patients feel like the
patrons to the slow restaurant. "What's wrong? Where is everyone?" The doctor often confirms
these suspicions by exhibiting desperate behavior. They start doing things they shouldn't do.
Such as...
Using pressure in the case presentation
Talking too much to educate the patient, since they might be afraid to lose the new case
Using sales tactics
These actions reduce the doctors results significantly making the lobby emptier.
And on it goes...
The first thing I do when taking on a new clients is I make sure they have a busy looking
lobby. If they don't already have a busy lobby, here's one of the fastest ways to accomplish
this...
The 3 day a week practice
If your lobby looks slow, the first thing to do is reduce your operating hours... immediately!
One client's practice was open five days a week. His lobby generally appeared slow. From
experience we know that 80% of practice revenue is made during just 20% of the hours a
practice is open. I urged him to stay open during the "golden hours" and close his two
slowest days. He decided he needed to do something, so he tried it out. We call this the
"3 day a week" strategy. Thus far it has worked wonders in all the situations to which
it's been applied. I've never had this strategy fail to produce a positive immediate result,
to my knowledge.
Patient flow increased 20%, with zero investment
His practice was now open 3 days a week. When his patients came in now, they saw a lobby that
looked extremely busy. The positive benefits were seen immediately. The busy lobby...
Made patients feel better about his service
Increased energy in the office
Morale of office staff improved
Doctor and staff delivered services faster, which increased patient satisfaction
Forced the doctor to quit delivering long boring case presentations. He delivered his case
presentation briskly. (Not surprisingly this improved his case acceptance results)
Within a few months of patients seeing a busy lobby, his office visits increased by 20%.
This 20% increase represented a substantial improvement in income. We're talking thousands of
dollars. It was easy to do. A simple change to make. He's working less hours than before, making
more income. Patient satisfaction has improved. His patients feel better about going to a
busy doctor. This one's a no-brainer.
If your lobby looks slow, it can have a dramatic negative effect. Close during slow days which
enhances the appearance of your lobby. We have found the average improvement to patient flow
is a 10-20% improvement. Without having to spend more money. Nothing validates a patients
choice to be your patient, like the busy lobby!
You can
click here to visit the Ben Cummings website.
Who should join?
