Practice Management

Profit From The Social Media Evolution

June 2, 2010

First of Two Parts Whether it is communications, education, media or marketing, the world is rapidly changing. The stunning shift in the way we communicate is caused by interactive, instant and worldwide information delivery. We can call this the “new media.” This is a true evolution that is forever changing established industries and even the way we communicate with our clients. The way people obtain information is changing. Newspapers are in record decline, with daily readership down by 7 million. Television and radio advertising is down 11 percent. Where has this audience gone? Online news readers are up 30 million. Internet use is up 10 percent, and smart phone use is up 19 percent. The shift began in 2004. Almost overnight the Web became more about information sharing, collaboration and user-centered design rather than a one-way information delivery medium. The Web today, known as Web 2.0, is extremely interactive, searchable, customizable—and can fit in the palm of your hand. The devices used to access the Web have undergone an equally dramatic evolution. From desktop computers to smart phones, these devices are making it simpler and more compelling for millions of new users to enter the …

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Beyond Scalpels: Surgical Substitutes

May 4, 2010

Veterinarians generally agree that the ability of laser surgery and electrosurgery to control hemorrhaging during surgery is among the benefits that make the technologies superior to the scalpel. Still, the price of the units, marketing and maintenance concerns delay some practitioners from becoming consumers. “Many veterinarians still use a scalpel instead of a laser or radiosurgery,” says Robert Slobody, DVM, of Meadowlands Veterinary Center in Willoughby, Ohio. “Scalpels are cheap and they work, but the veterinarians who stay with the scalpel exclusively don’t realize they can get their money back in little time using laser or electrosurgery and create practice revenue while enhancing the level of care for patients.” Any high-tech unit is a substantial financial investment, so there’s a lot to consider before making a purchase. Considering which procedures you’d use laser or radiosurgery for is a starting point. The type of animals operated on and your level of comfort with the technology are additional considerations. Veterinarians who have invested in these modalities suggest that a buyer learn how to use them before making the purchase and then create a marketing plan. “The success or failure of these technologies largely depends on technique,” says …

Staff Training Opportunities More Abundant And Flexible

April 12, 2010

In the day-to-day bustle of veterinary clinics, staff training and education often get pushed aside because of a lack of time and resources. But myriad opportunities are available today for clinics to educate their staffs at a pace and price that suits everyone’s needs. Mark Stephenson, DVM, president of Lifelearn Inc. of Guelph, Ontario, notes that learning options “range from independent reading of journals and textbooks to attending local, regional and national veterinary conferences that include tracks for all types of paraprofessionals, including receptionists and animal health technicians.” Computer Learning E-learning has increased dramatically over the past five to 10 years as well, Dr. Stephenson says. Sources range from DVDs to websites. “Most people equate e-learning to online learning; however e-learning really encompasses any learning that is computer based,” Stephenson says. Over the years, this has evolved from CD-ROMs to Web-based learning and educational applications for PDAs and smart phones. David Grant, DVM, president of Animal Care Technologies in Denton, Texas, says standardized training programs—in which every staff member participates in a clearly defined learning path—have long been key to successful businesses. “One of the most profound changes to occur in veterinary staff …

Buy With Confidence

April 9, 2010

Veterinary trade shows are like shopping malls. Making a purchase based on desire alone is easy when every gadget and high-tech device seems to shout, “Buy me!” But those in the know advise making a list and checking it twice. A lot of planning needs to go into a major purchase long before a contract is signed or a credit card is run. Big Spender Robin Downing, DVM, estimates that she has spent about $1 million on equipment since 1992, shortly after buying her Windsor, Colo., practice. Among her purchases: • Two anesthesia machines with isoflurane vaporizers • Sevoflurane vaporizers to upgrade from isoflurane • Doppler blood pressure machines • Electric, stainless steel lift table on wheels (doubles as gurney) • Medium-capacity autoclave • Three single recessed X-ray viewboxes • Double recessed X-ray viewbox • CO2 surgical laser plus evacuation vacuum • Complete in-house lab (1994) •

Sometimes The Human-Animal Bond Transcends Death

March 2, 2010

Rescue, guide and other service and assistance dogs have a growing role in helping people. When these highly valued pets get sick or die, it is amazing how much their family and friends want to help. I’d like to introduce you to two special human-animal bonds that have transcended death. The participants in these bonds are as different as night and day. Former Constable James Symington was a strong young Canadian police officer with a big German shepherd search and rescue dog, Trakr. Disabled former truck driver Joe Martinez was always seen in the company his little Chihuahua-min pin mix assistance dog, Killer. Little Killer’s job was to dial 911 if Joe had trouble breathing through his tracheotomy tube or if he had another stroke or heart attack. Killer also picked up things for Joe and helped with daily routines as Joe made his way around town via the bus system and his motorized wheelchair. Everyone who saw Killer on Joe’s lap or behind his back on the wheelchair fell in love with him. Joe was happy to share his amazing service dog with friends and passers-by. Killer wore sunglasses and a little hat …

Banks Say They’re Still Lending, But ...

February 7, 2010

Successful borrowing is still at the forefront of the minds of many practice owners. The banks are saying they are willing to lend, that all a practice owner needs to do is come on in and apply! But owners and vendors are complaining that getting a loan is not as easy as it used to be. An understanding of the true lending and borrowing climate is achieved only by gathering information and opinions from as many sources as possible. The major players, and the people practice owners need to listen to the most, are practice brokers, CPAs and transactional attorneys. Not everyone shares the same view, but all their opinions are important in evaluating the lending market. So, let’s see what some experts have to say. Divergent Views Ed Guiducci, a Colorado attorney with Guiducci and Guiducci, described the lending environment as “challenging.” He believes that veterinarians have had to become better managers of their practices. Trey Cutler, another Colorado attorney, feels that the lending environment has changed, “But I would not say that my clients are having significantly greater difficulty securing loans.” The results a given practice gets seem to heavily depend on …

Constructive Criticism

February 7, 2010

It might be hard to believe, but architects say veterinarians almost always wish they had built a bigger hospital or altered something in their well-thought-out construction plans. The top post-construction regret of veterinarians, experts say, was not hiring an experienced veterinary architect for the job. “Veterinarians who have a friend or family member in the construction business are always tempted to use those connections in order to get a perceived deal, but in the end the lack of experience can cost the owner time, money and delays in opening the new practice,” says Peter Hill, AIA, president of Hill Design Associates Architects Inc. of Dawsonville, Ga. “When it comes to safety design, just because a code isn’t currently enforced doesn’t mean the precaution shouldn’t be incorporated anyway, because it’s the right thing to do and it may eventually require changes anyway,” Hill says. “Doing things right the first time is always best.” For example, the laws governing veterinary hospital safety design are generally more lenient than those for human hospitals. Still, some municipalities have adopted parallel safety precautions for veterinarians. An architect new to veterinary practices may overlook these legal necessities and other structural and …

After Slow Start, Lending Should Pick Up In ’10

January 4, 2010

Lending anxiety can take a back seat in 2010, financial advisers say, as banks are making money available for qualified veterinary applicants. However, anyone seeking 100 percent financing may have to get creative. Credit Lines to the Rescue These are trying times for clients. Beloved pets need health care, and the money has to come from somewhere. One option is a credit line for people with looming veterinary bills. These lines work similarly to credit cards in that customers need to qualify and are expected to make monthly payments. At CareCredit of Tustin, Calif., “We look at a number of different factors, including credit and payment history,” says Doug Hammond, senior vice president of sales. “Because the CareCredit card can be used in a closed network versus at the grocery store or retail chain, more people typically qualify for credit.” Because these credit lines are for a specific purpose (medical), companies typically try to work with the clients on payment options. Extended payment plans and low-interest or no-interest terms are possibilities. This is especially attractive to clients whose credit card interest rates are high. “The agreement requires the client to make …

Practice Owners Still Cautious About Incurring More Debt

December 30, 2009

Editor’s note: Dr. Mark Crootof recently finished an 18-city lecture tour sponsored by Abaxis Inc. of Union City, Calif., on recession-proofing the practice. This article is based on his talks to hundreds of hospital owners and associates about the state of their businesses. Are lenders lending? Do veterinarians want loans? What has changed? These are some of the questions I am asked every day as a veterinary practice consultant. Seeking input from a variety of people in the banking industry is the best way to get a good perspective. So, I took this question to some lenders and from their responses, I’ve concluded that the money is there and they’re willing to lend it. Take a look at what they said. Are Lenders Lending? Brian Faulk of Live Oak Bank, Wilmington, Del.: “We continue to be aggressive, lending to all subsegments of the [veterinary] industry … with the exception of startup leasehold facilities and boarding facilities. Our loan funding on a month-to-month basis has remained relatively constant from year to year.” Melissa Edwards of Bank of America Practice Solutions: “Veterinarian lending continues to deliver solid growth …

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