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 …
SPONSORED CONTENTSwitch to Triple Protection in One Monthly DoseSee the difference of triple protection with the one monthly chew. + Learn More
Use the 3 strikes method to deal with difficult clientsJuly 19, 2017While your team strives to create five-star experiences for every pet owner, you won’t please all clients. Do the best you can, but some clients you can do without. An American Veterinary Medical Association survey found veterinarians had been victims of cyberbulling by a 1-5 ratio.
