Practice Management

The client service mindset

  |   Practice Management

Parasite season is a busy time for most veterinary hospitals. It’s the time of year when the client experience is most likely to suffer due to competing demands on staff time.  But it’s also a great opportunity to impress a large number of clients with amazing service. There are seven traits that great client service providers need to have to deliver a superior client experience: Empathy – Empathy is the capacity to understand, be aware of and sensitive to the feelings,...

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WSVMA introduces new event aimed at practice managers

  |   Practice Management

The WSVMA is hosting what we hope will become a regular series of events for practice managers. The intent of WSVMA’s Practice Managers: Peer to Peer – A Collaborative Learning Experience is to have interactive discussions regarding common management issues. Managers will be able to present issues they are currently dealing with and provide feedback and advice in a safe and collaborative setting. We will also provide speakers on relevant practice management topics that promote discussion and interaction. The first event...

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DEA warns of alarming increase in scam calls

  |   Practice Management

The Drug Enforcement Administration urges its DEA-registered practitioners and the public to be cautious of telephone calls from criminals posing as DEA or other law enforcement personnel threatening arrest and prosecution for supposed violations of federal drug laws or involvement in drug-trafficking activities. DEA continues to receive reports from the general public and practitioners indicating that they have received calls threatening legal action if an exorbitant fine is not paid immediately over the phone. The callers typically identify themselves as DEA...

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There’s Always Time for Fun

  |   Practice Management

“We don’t have time for fun around here.” Those were the sentiments shared by one practice manager at a recent clinic visit. There should always be time for fun in the workplace and if there isn’t, it probably isn’t a place many people would like to work.  ‘Fun’ isn’t just a great day riding roller coasters at a theme park - it can be as simple as working in a team environment with an upbeat attitude and positive energy. Creating an...

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Culture: Every Practice Has One…But Is It the One You Want?

  |   Practice Management

The concept of actively crafting corporate culture has been the topic of many articles and seminars over the years.  In 2016, the American Animal Hospital Association (AAHA) commissioned a study1 performed by the Daniels College of Business at University of Denver to examine how organizational culture impacts veterinary hospitals. Key areas of focus included the different subcultures that exist in veterinary hospitals as well as evaluating how hospital metrics are impacted by culture.  The study evaluated eight areas of sub-culture,...

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Attracting New Clients

  |   Practice Management

If the number of new clients is low for a practice, management teams may be quick to jump to lack of marketing to blame when in fact, it may be due to marketing effectiveness and lack of staff training. Before investing marketing dollars into various outlets in an effort to attract new clients, consider the following: Client recommendations. According to a 2017 survey distributed to over 10,000 pet owning Ontario households, 37 per cent of pet owners selected their current veterinarian...

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An Overview of Telemedicine

  |   Practice Management

Most of us, on at least a weekly basis, use telemedicine. We consult with a specialist on radiographs. We call the ASPCA on a poison case. We even receive text pictures from clients and give advice. All of this seems safe and reasonable. But what if one of your Washington clients told you that a veterinarian in Georgia did a video chat with them and then prescribed three medications which they started two days prior. Would this be reasonable? What if...

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How client divorce or separation can affect patient ownership and payments

  |   Practice Management

Pet Ownership vs Pet Owner Agents to direct veterinary care and bill paying Legal pet ownership, when related to pet parent’s divorce or separation, is a court decision and not one to be made by the veterinarian. Ownership of a pet associated with separated or divorced pet owners (pet parents) should only be determined by viewing a copy of the court order. If impossible to get, two alternatives would be: (1) to rely on a notarized general power of attorney from...

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Take survey to benefit rural veterinary practice

  |   Practice Management

Researchers and students are collaborating on a survey to gain insight into mixed animal, beef and dairy veterinary medicine practices. It is the intention of this program to identify key elements within this area of the industry and with these elements identified, develop much needed tools to help prepare, and encourage veterinarians in rural practice. As the debt incurred in becoming veterinarians continues to grow, it is increasingly important to find successful strategies to optimize rural veterinary medicine, to allow those entering...

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Take Control and Get Your Clients Back

  |   Practice Management

If client numbers are down and it feels like your practice is spiraling out of control - don’t panic!  Follow these three simple steps to help put you back in control and your clients back on track. Establish Goals: When client appointments are scarce, it’s time to set some goals to work towards.  Decide what the specific team goal will be in terms of filling up the schedule.  For example, set a goal of having each day’s schedule 70% booked...

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