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
30 Today's Veterinary Business Communication • How would this seemingly common-sense way of work- ing with patients integrate into animal hospitals — prac- tices with decades of estab- lished protocols and veteran associates used to a certain exam-room style? • What would this cost my practice, and would I see a return on investment? As I talk with practice owners and veterinarians across the coun- try, one question prevails: How does spending more time with clients, more time in the exam room and more time on a "happy" visit — a visit without an active client transac- tion — translate into more revenue and a profitable business model? In today's environment of con- stant competition and challenges online, will this set my practice apart? Small Price to Pay I have found that the cost of practic- ing with the goal of satisfying pets' (and their owners') emotional needs is minimal given the multiple bene- fits we have seen. Our associates feel they can perform more thorough physical exams on patients who pre- viously displayed anxiety, and staff members have become empowered as they sometimes see immediate reductions in patient fear, anxiety and stress through their consistent messaging and techniques. Our workers' compensation claims are the lowest in years due to better assessment of patients, improved handling strategies and the utilization of sedation tech- niques earlier and more confidently. Our ever-changing veterinary industry has seen strong momentum toward the removal of fear, anxiety and stress in patients at general and specialty practices. While I was immediately intrigued by this initiative — popu- larized by Dr. Marty Becker's Fear Free campaign — some unknowns initially presented themselves. Among them: Communication FEARLESS By Natalie Marks, DVM Less pet stress and anxiety leads to better medicine Satisfying a patient's emotional needs requires buy-in from most or all of the veterinary team. Finally, our clients often comment positively on social media and web-based review sites, increasing our search engine optimization and client referral numbers. Changing a work culture can be challenging and daunting, and doing it sometimes seems like an incredible uphill climb. To help combat this struggle and set the foundation for success, I strongly advocate identifying champions in your practice. Each team in your hospital should have a designated leader. Strategic planning sessions should be scheduled to delegate each team's responsibilities and how best to introduce and educate clients and other team members.