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 …
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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. …
Henry Schein opens 2018 VetSummit registrationMay 1, 2018Henry Schein Inc. has opened registration for its 2018 VetSummit, a three-day conference designed to help veterinarians run better businesses. The conference, scheduled Oct. 10-12 in Dallas and open to veterinarians, veterinary technicians, and practice staff, is an initiative of Henry Schein Veterinary Solutions (HSVS) veterinary technology and practice management software provider and Henry Schein Animal Health U.S. companion animal health distribution company. Formerly known as the Veterinary Technology Summit, this year's event will include such topics as how to handle staffing and human resources-related issues, tactics for delivering excellent customer service, navigating regulatory compliance, and how financial valuation can impact a practice owner's short- and long-term goals. The event also will include topics related to technology, maximization of practice management software solutions, and other services. "We at Henry Schein are committed to helping veterinary professionals understand how to build stronger practices so they can focus on providing care to their patients," said Chris Dollar, global president, HSVS. "With VetSummit's expanded focus, attendees can rely on us to deliver a rich learning experience that will help them run more successful businesses that generate greater revenue, deliver better customer service, create a more productive working environment, give …
Here's to your personal and professional success in 2018February 5, 2018Here it is—another New Year, and another chance to design your future and bring it to fruition in 365 days. Personally, I find that exhilarating, a little scary, and the most incredible opportunity for personal and professional growth.
