Practice Management

13 October

Pre-booking appointments makes positive impact on Spokane veterinary practice

wsvma   |   Practice Management

In May 2016 Dr. Greg Benoit and the staff of Southcare Animal Hospital in Spokane began an experiment to test the impact of booking their patients’ next check-up before they leave the practice. Benoit was eager to improve the number of patients that receive regular annual exams and on-time vaccinations. The Southcare team responded with questions about how the program would work. What’s the responsibility of each team member? How will we ensure success? Will the clients actually show up? Initially,...

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15 September

Forward Booking Annual/Semi-Annual Checkups is a Best Practice for Your Practice

wsvma   |   Practice Management

Forward Booking is scheduling ALL patients’ next appointments before they leave your practice, regardless of the reason for their current visit. Many veterinary practices do a great job of this when it comes to medical rechecks. However, the veterinary profession falls short when it comes to forward booking preventive healthcare checkups. According to the 2014 Veterinary Hospital Managers Association Insiders’ Insights Report and the 2013 American Animal Hospital Association State of the Industry Report, less than 3% of practices “always”...

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01 September

What Can We Learn From Millennial Staff Members?

wsvma   |   Practice Management

The characteristics of each generation are a result of their upbringing and environment. Some have experienced wars, been parented by a single mother working two jobs, subjected to a parent losing a job due to an economic crisis, etc. All of these experiences shape an individual and can become a consistent group of characteristics for a generation. While no one wants to be painted with a broad brush, it is true that different periods in time give rise to people...

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25 August

Time to De-stress

wsvma   |   Practice Management

Between upset clients, distressed patients and hectic lives, it’s common for staff to be stressed.  The key is to help the team find balance so that they are not at a constant risk of being burnt out.  Identifying who is stressed and then identifying the stressors in the clinic are essential to managing stress within the team. Consider the following signs as possible indicators of a stressed out team or staff member: Have they started or increased drinking or smoking and...

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18 August

Growing Leaders in Your Practice

wsvma   |   Practice Management

While facilitating a leadership workshop, I asked “Who are the leaders in your practice?.” This question stimulated some robust discussion. While some groups discussed the positions in their organizational leadership chart, one thoughtful response was “Everyone is a leader in my practice”. I asked this practice manager to describe to the group what leadership looked like in her hospital. She explained that every employee was invested in the success of the practice. Rather than defined leaders, the management team in...

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04 August

Preventive Healthcare Certificate Program: The Swiss Army Knife of Preventive Healthcare

wsvma   |   Practice Management

Do you have an associate veterinarian who is a recent graduate? Did you hire a new team member? Does your staff need a refresher course in the importance (and necessity) of preventive healthcare to your practice and patients? If you answered “yes” to any of the above questions, then we encourage you to check out the Partners for Healthy Pets Preventive Healthcare Certificate Program. It is a free, ten-module certificate program designed for healthcare team members, veterinarians and veterinary students. The...

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14 July

Tramadol seeker hits up 17 WA veterinary hospitals over extensive period

wsvma   |   Animal Health, Practice Management

The owner of a female Blue Heeler has a history of drug seeking at Kitsap County veterinary hospitals. The woman, whose name is withheld, has brought her dog to almost every hospital in the area over the last five years attempting to secure Tramadol. Comparing notes among the practices eventually alerted veterinarians to stop dispensing or scripting out controlled drugs to the dog’s owner. The abuse of prescription drugs is a serious social and health problem and telling the difference between...

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22 June

Communicating with Clients through Body Language

Sherri Dean   |   Practice Management

When a potential client calls your hospital, do your team members exude friendliness and professionalism over the telephone?  When a client walks thru the door, do they feel immediately welcomed by staff? During the JumpStart Boot Camp session held for WSVMA members on May 20th and 21st, the importance of non- verbal communication (i.e. facial expressions, gestures, eye contact, posture, and tone of voice) was highlighted. Non-verbal communication is frequently overlooked in veterinary hospitals in spite of the fact it accounts...

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15 June

New reminder tool to get inactive clients back in the door

wsvma   |   Practice Management

Need help getting lapsed clients back in the door? Partners for Healthy Pets’ new inactive client reminder program is designed to do just that with proven success in reengaging clients who have been absent from their veterinary practices. Within six months of implementing the reminder program, participating veterinary practices: Generated an average of 128 patient visits from formerly inactive clients. Had an overall 8.5% inactive-client response rate (percentage of clients who responded to the email and brought their pets in...

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09 June

Free resource – AAHA/VMG Standardized Chart of Accounts

wsvma   |   Practice Management

Traditionally, the accounting methods of individual veterinary practices are as diverse as the owners themselves. Times are changing … and for the better. Through a partnership, led by the American Veterinary Medical Association (AVMA), American Animal Hospital Association (AAHA), Veterinary Management Groups (VMG), VetPartners, and the Veterinary Hospital Manager’s Association (VHMA), individual veterinarians now have access to a free, powerful finance tool.  Working with VMG, AAHA’s previously ‘member’s only’ Chart of Accounts, was revised and expanded. The AAHA/VMG Chart of...

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