Today’s Veterinary Business provides information and resources designed to help veterinarians and office management improve the financial performance of their practices, allowing them to increase the level of patient care and client service.
Issue link: https://todaysveterinarybusiness.epubxp.com/i/856474
First off, systems and processes improve efficiencies. If you do it right the first time and every time, you save time and money by decreasing wastage. It is as simple as having a system to ensure that the right pre- scription, leash or collar goes home; that services are charged correctly and accurately; and that clients are checked into the exam room and all questions are asked each time. You can focus on trying to make all clients happy and capture every pet owner in your demographic zone, or you can focus on making happy those clients who want to come to your practice, participate in your client expe- rience and appreci- ate the value your practice model has to offer. By focusing on the latter group, you can create and perfect the experi- ence that clients want and that gives them value. It is simply a matter of paying attention to the details and controlling the moments of truth. Moments of truth are all the points of contact or exposure that a client has with your hospital, both within the practice and before and after they arrive. By identifying and creating systems for these mo- ments of truth, you too can deliver the perfect grande latte each time every time. A recipe exists for the perfect client visit. Figure out the steps. Document them. Practice them. Role- play them. Deliver them. Modify them. You can differ- entiate yourself by the value that you provide, starting with the client expe- rience process. Processes throughout the prac- tice can ensure that packs are prepped, lab equipment quality control is conducted, lab work gets put out at night and cages are cleaned correctly. Each of these oper- ations, when done right, saves time and money. And with the systems in place to improve efficiencies and effectiveness, you have a huge impact on staff satisfaction and profits. Profits One of the major focuses of corporate practice and the primary focus of stockholders is profitability. It should be a focus of every business in some fashion. After all bills are paid and a fair salary is paid to everybody, including Extend the Life Of Your Infusion Pumps Infusion Pumps Infusion Pumps 800.516.1435 • www.aiv-inc.com/vets The manufacturers listed are the holders of their respective names and/or trademarks, and are not to be taken as an endorsement or affi liation with AIV, Inc. 649A • New AIV-Manufactured Replacement Parts • Flat Rate Repairs • AIV-Certifi ed Refurbished Pumps with a 1 year warranty • PowerMATE® Power Strip When Quality Matters - Trust In AIV AIV is your partner for quality parts, repairs and refurbished pumps for a fraction of the cost of puchasing new pumps. the owners, some leftover profit is a good thing. The level of that profit can be a differentiator. But if you don't measure it, you can't manage it. An area that corporate practices excel in is monitoring and tracking key performance indicators and benchmarks. Nothing prevents in- dependent practices from doing it. Here are some must-dos to keep up with the Joneses: • Track appropriate numbers daily, weekly, monthly, quarterly and annually. • Create and review a monthly profit-and-loss statement. Independent practices can readily survive and even thrive in this rapidly changing world by focusing on the three P's: people, processes and profits.