10 easy tricks to get more done todayJuly 16, 2019Overflowing summer appointments have you working through lunch… again. You go home exhausted and order your third pizza this week because you’re too tired to cook. Sound familiar?
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Why optimize your workflow?July 15, 2019Busy veterinarians and hospital staff need every spare minute they can find. Not only that, but stretched practices must watch every penny to thrive. The good news is time- and cost-saving opportunities through automation are much more widely available than ever before.
Our biggest mistakes and the lessons we learnMay 27, 2019Is there ever a day when you don't make a mistake? Sometimes it's as tiny as Cheyletiella; other times, it looms as large as a pachyderm. A classmate and friend of mine from the Washington State University College of Veterinary Medicine Class of 1980, the late Drew Turner, DVM, had a well-known father who was a beloved pastor from a large church in Seattle. A popular Seattle Times religion columnist and a gifted speaker, the Reverend Dale Turner had a quote about mistakes that I kept inside my day planner: "It is the highest form of self-respect to admit our errors and mistakes, and make amends for them. To make a mistake is only an error in judgment, but to adhere to it when it is discovered shows infirmity of character." I recently made a major mistake. Not my first, but one of my worst, and especially egregious because of the increased awareness of the pressures our profession faces and the problems of depression and suicide. An honest mistake I'm a voracious reader and consumer of news. I forward the links to as many as a dozen pet or veterinary-related articles to my trusted decades-long communications director every day. …
Is it time we change our tune on telemedicine?May 24, 2019At some point, our profession got it into its collective head to start hating on telemedicine. Perhaps it was the image of non-veterinarians armed with third-tier vet tech degrees hunched over laptops banging out answers to questions they have no business fielding. And in their pajamas, no less! It's a mental picture my state's association—the Florida Veterinary Medical Association (FVMA)—is advancing this legislative season, as it seeks to limit telemedicine's reach into Sunshine State living rooms. And Florida is by no means alone in its quest to curb the telemedicine industry's growth. Most other state associations also are seeking a legislative solution to the perceived threat posed by online veterinary services. Telemedicine was front and center at American Veterinary Medical Association's (AVMA's) House of Delegates (HOD) meeting in January, the findings of which they'll likely present at this summer's conference in Washington, D.C. These are the best minds our profession has at its disposal, grappling with issues as fundamental as the nature of the veterinarian-client-patient-relationship (VCPR). It all comes down to the hands In its wariness of telemedicine, professional organizations like AVMA and state veterinary medical associations (VMAs) argue the definition of VCPR is at the heart of the …
Why give it away? Keep revenue in your clinicMay 24, 2019 The last 20 years have been the perfect storm for general practitioners in veterinary medicine. The combination of the loss of spay and neuter services, the migration of vaccinations to low-cost clinics, and the exit of in-clinic pharmacy and retail to online sellers has affected the businesses of general practitioners in a truly significant way. I have felt the strong impact of these changes in my own practice. Historically, my clinic's revenue from routine services constituted 80 to 90 percent of my income. Today, these services account for less than 20 percent of revenue. With these changes and these hard figures, how do we not only stay afloat during this tumultuous time, but also thrive as business owners and medical professionals? The key lies in understanding where our industry has been, the current state of the union, and where the strengths of our individual practices lie to differentiate and flourish. The internet takes a bite One of the hottest topics in veterinary medicine has been the rise of online pharmacy. 1 (800) PETMEDS was king, and the new prince is Chewy.com. Now Amazon is eyeing the throne and your clients' dollars. The online pharmacy race has left the general …
The business of veterinary rehabilitationMay 23, 2019 Rehabilitation is a rapidly growing field in veterinary medicine. This client-demanded service owes its success to an approach that combines a true preventative outlook, longer dedicated appointments with more frequent visits, intensive client participation, and the potential to offer alternatives to invasive procedures. But while the field is growing, turning it into a profitable business model is a challenge. While there are many possible models for a successful veterinary rehabilitation practice, these clinics excel when a rehabilitation veterinarian leads the program. In general, the various business models in veterinary rehabilitation do not simply mimic those of general or other specialty practices. This article addresses key differences and focuses on specifics, including cost structure, staff utilization and training, and marketing tips. Business costs Providing a quality rehabilitation service is a time- and labor-intensive endeavor. Due to more hands-on care and longer appointment times, staff wages represent a larger proportion of overhead costs than in general practice. Most veterinary practices strive to have a maximum of 25 to 30 percent of gross revenue allocated to payroll, while other service-based industries can expect up to 50 percent of gross revenue going to payroll. In the authors' experience, rehabilitation-exclusive practices fall closer to …
It takes four Cs to be completely competentMay 23, 2019What would you do if you could design the perfect, well-rounded, multitalented veterinarian? Which traits would be required? What skills would be indispensable? Our Dutch colleague Roeland Wessels, DVM, has found the ideal recipe.* "Veterinarians (and their team members) are like diamonds. Their worth is defined by the four Cs. Those Cs don't stand for carat, cut, color, and clarity, but for clinical, communication, cooperation, and commercial skills." Let's go over each set of skills. 1) Clinical skills You are trained to provide excellent, evidence-based, state-of-the-art medicine. You are capable of diagnosing and treating patients—or accomplishing whatever your mission is at a veterinary practice. You have vast amounts of knowledge. Regardless of your education, you still need to improve or refine your clinical skills by reading journals and attending continuing education meetings. "Yet, veterinarians usually overestimate how important clinical competence is in the eyes of a pet owner. They expect you to be great, or they wouldn't even be in your exam room," Dr. Wessels explains. Ironically, some clients will brag more about the fact their pet has a 20-cm long incision with 23 skin staples than they will gloat about a tiny spay incision with no …
Policies that make clients madMay 23, 2019Frustrated with clients who wait until the last pill is gone before requesting refills, a hospital manager implemented a $15 expedited refill charge. Some pet owners complained they couldn't afford the convenience fee on top of the cost of medications. Patients on drugs such as insulin and phenobarbital couldn't wait the 48 hours the practice required for refills. After another practice experienced several surgical cancellations, employees began charging a $50 no-show fee when the client gave less than 24 hours' notice. Now the manager is considering a similar policy for appointments. While these hospital policies may make practice owners and managers feel less frustrated, they also may put patients' health at risk, encourage clients to seek care elsewhere, and harm your hospital's income and reputation. If you want a thriving, profitable practice, undo rules that limit your success. Banish this rule: You require 24 hours to refill medications Think like a client. She can take her prescription to a retail pharmacist and have it filled while she waits, usually within 15 to 20 minutes. Although veterinarians account for 62 percent of pet medications sales, mass-market retailers have claimed 20 percent, while internet retailers have a 12 percent …
Are "team-building" exercises worth it?May 23, 2019Many people have participated in "team-building" exercises—but do they work? Let's start by defining what we mean by team building. According to Wikipedia, it is a collective term for various types of activities used to enhance social relations and define roles within teams often involving collaborative tasks. 1 Many team-building exercises aim to expose and address interpersonal problems within the group. Developing the veterinary team requires developing each individual employee, as well as helping people learn to work together constructively.2 That's the definition. However, it doesn't address the question of, "Why do it?" According to author and veterinarian, Carin A. Smith, DVM, good team development contributes to employee and client satisfaction. Happy people stick around and do a good job. Staff retention increases productivity and reduces expenses.2 Seems like a good reason to do it—teamwork is a worthy goal! Certainly, the general goals consist of getting to know your coworkers better, increasing team spirit, fostering innovation and creativity, enhancing communication, supporting each other, and the list continues. But is there more? Are team-building exercises worth it? What is your team-building ROI? To properly measure the success of a team-building session, you need to have a plan and baseline metrics. …
What happens when big veterinary merges with big dataMay 7, 2019It's not just Facebook and Google. It's also Big Veterinary Supplier, Inc. What do I mean by that? Data is a huge source of income for all three. So much so, they're making use of private information we diligently collect and, in some cases, they're using it to compete directly against us. Veterinarians are not immune As our industry becomes increasingly consolidated, it's also adopting some of the habits with which other industries are plagued. In the case of data mining, it seems they're getting more aggressive about it, and seemingly less likely to back down when confronted with evidence of their transgressions. Here's a recent example of what happened at my clinic: Until recently, I was the reluctant user of a large-scale online pharmacy, which was integrated into my clinic's website. In return for a small commission, I'd send my clients to this site when they expressed interest in buying products or medications online. To be clear, I knew the Faustian bargain I was entering into: My clients were theirs to contact and do business with for as long as I said it was OK. My reasoning was that I'd be losing out on these sales anyway. I …
