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How to Keep Employees Safe When You Reopen

How to Keep Employees Safe When You Reopen

How to Keep Employees Safe When You Reopen

In mid-May 2020, more than half of states have started to reopen their economies under restrictions, including allowing fewer customers, requiring workers and customers to wear masks, and enforcing social distancing.[1] In uncertain times, your practice team needs to create systems that will make employees and clients feel comfortable with the delivery of veterinary care. Let’s get your practice ready to safely reopen:

Consider assessing employees’ health at the start of each shift.

When employees arrive, a supervisor would use an infrared non-contact thermometer to take temperatures. CDC’s definition of a fever is 100.4 degrees.[2] Managers should maintain a temperature and self-assessment log. Each employee will answer a short list of self-assessment health questions, which could be incorporated into your electronic time clock software. Consult with your employment attorney and send employees with fevers home. Equal Employment Opportunity Commission (EEOC) guidelines give employers the right to take employee temperatures and advise having a plan on how the process will occur, confidentiality of information, handling employee refusals, and actions if fevers are detected.[3] Download EEOC guidelines at https://www.eeoc.gov/laws/guidance/pandemic-preparedness-workplace-and-americans-disabilities-act.

The Colorado Department of Public Health and Environment created an online symptom checker for health-care businesses (https://intake-app-dot-cdphe-erm.appspot.com/intake-form). Questions ask the presence of symptoms including fever, chills, cough, difficulty breathing/shortness of breath, sore throat, headache, body aches, vomiting, and diarrhea. The questionnaire asks whether the employee has been in contact with someone who had COVID-19 symptoms but was not tested or with someone who tested positive. 

Have employees immediately wash their hands upon arrival.

Staff shouldn’t clock in or put personal items in lockers until they’ve washed their hands with soap and water for at least 20 seconds. Set hygiene standards such as having employees wash their hands after providing care to every patient, using the restroom, sneezing, blowing the nose, cleaning, sweeping, mopping, smoking, eating, drinking, taking a break, and before or after starting a shift.

Encourage safe distancing.

Co-workers should stay at least six feet apart. If you have two receptionists at the front desk, shift workstations to be farther apart or move the second employee to a phone cubby or an office. Employees should wear cloth masks (PPE for procedures), even if you’re not allowing clients in the building. Wearing a mask is not a substitute for social distancing—employees must do both. 

Adapt your break room.

If you have a small space, schedule individual employee breaks and mealtimes so only one employee is in the break room at a time. Provide sanitizing spray to wipe down the counter, microwave, sink, table, and chair after each use. COVID-19 can live on cardboard for 24 hours and on plastic and stainless steel for up to 72 hours. The virus can be spread from infected objects if you then touch your mouth, nose, or eyes. Encourage employees to bring their own coffee mugs, dishes, and utensils from home, avoiding shared kitchen utensils, dishes, and supplies. 

For larger teams, reduce the number of chairs at tables, spacing them six feet apart and using colored tape on table surfaces to indicate separate seating. At Capital Area Veterinary Emergency Service in Concord, N.H., Hospital Director Joshua Jasper moved its break room to a larger conference room, marked table surfaces for distancing, and set up a team appreciation station with complimentary snacks and drinks (https://www.linkedin.com/posts/jjosh21_vetlife-veterinarymedicine-caves2020-activity-6655803991835967488-96ze).[4] 

Sanitize workspaces.

Doctors and managers should sanitize and clean personal workspaces at the beginning and end of each shift. Shared workspaces such as reception and nursing stations should be cleaned between client interactions and when another co-worker will use the same equipment or computer.

Go to single-table surgical suites.

Chapel advises that some two-table surgical suites can be converted to a single-table room, providing more space for medical teams working in a confined space.

Talk with veterinary colleagues and associations to share resources and tips on what’s working in practices. Safety protocols will help your team deliver the care that clients and patients are counting on.

References: 

[1] Mervosh S, Lee J, Gamil L, and Popovich, N. See Which States Are Reopening and Which Are Still Shut Down. New York Times. Available at: https://www.nytimes.com/interactive/2020/us/states-reopen-map-coronavirus.html. Accessed May 11, 2020.

[2] Definitions of Signs, Symptoms, and Conditions of Ill Travelers. Centers for Disease Control and Prevention. Available at: https://www.cdc.gov/quarantine/maritime/definitions-signs-symptoms-conditions-ill-travelers.html. Accessed May 4, 2020. 

[3] Pandemic Preparedness in the Workplace and the Americans with Disabilities Act. Equal Employment Opportunity Commission. Available at: https://www.eeoc.gov/laws/guidance/pandemic-preparedness-workplace-and-americans-disabilities-act. Accessed May 5, 2020.

[4] Jasper J. Capital Area Veterinary Emergency Service. LinkedIn post. Available at: https://www.linkedin.com/posts/jjosh21_vetlife-veterinarymedicine-caves2020-activity-6655803991835967488-96ze. Accessed May 4, 2020. 

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5 Ways Your Practice Can Recover From COVID-19

5 Ways Your Practice Can Recover From COVID-19

5 ways your practice can recover from covid-19 

Some veterinary hospitals have gone to urgent and emergency care only, cancelling all non-essential appointments and elective surgical and dental procedures. The American Veterinary Medical Association (AVMA) advocates for veterinary hospitals and ambulatory practices to be considered essential businesses in situations where non-essential businesses are asked to close for COVID-19 risk mitigation.[1] As you adjust plans day by day, look at how your small business can recover from this crisis. Here are five strategies you should implement now:

1. provide curbside concierge service.

To maintain social distancing and keep clients and employees safe, go curbside and restrict pet owners from entering your building.

When clients call to book appointments, explain the process: “Please call us from your car when you arrive for your pet’s appointment. A veterinary nurse will meet you to ask you questions about your pet and to explain the services we will deliver. We will take your pet inside the hospital and perform care while you wait in your car. A doctor will call you on your cell phone to explain exam findings, treatments, and medications. A receptionist will review your pet’s services and fees over the phone and get your credit-card information for payment. The veterinary nurse will bring your pet, medications, and paid receipt to you in our parking lot. We appreciate the opportunity to care for your pet and have a safe environment for everyone.” 

2. get an online store.  

Clients will need to refill preventatives and long-term medications. You can’t afford to miss this recurring revenue. In addition to curbside pickup of foods and medications, talk with your veterinary distributor about setting up and promoting your online store. If you already have an online store, drastically increase your sales. Send email blasts to clients, share social media posts, update on-hold messages, and tell every caller. 

Encourage clients to sign up for auto shipments, which improves compliance and helps you avoid seasonal declines. The American Animal Hospital Association (AAHA) compliance study found only 55 percent of dogs get year-round heartworm preventatives.[2] Let’s say a client buys six months of heartworm preventatives. Set up one auto-ship refill in five months when one dose will remain. Because a heartworm test and exam will be due at the completion of one automatic refill, you will send reminders for the exam, heartworm test, prescription renewal, and other services included in the checkup.

An over-the-counter flea/tick product also could be set up on auto shipments. When one dose remains, you would alert the client via text, app, or email: “Your auto refill of <brand name> to protect your pet from fleas and ticks has been filled and is on the way.” 

Auto-ship single doses. Distributors offer monthly delivery of single doses of preventatives with free shipping. Receiving monthly doses in the mail will help clients on limited budgets as well as multi-pet families where the client may not be able to buy 12-packs of preventatives for six dogs at the same time. (This also breaks the habit of sharing a box of preventatives between multiple pets.) Get more training in my online CE course “Quit Losing to Internet Pharmacies: How to Sell More Preventatives” (https://shop.csvets.com/new-releases/quit-losing-to-internet-pharmacies-how-to-sell-more-preventatives/).

3. offer telemedicine services.

Get an app for your hospital with telemedicine capabilities. Live video consultations with a messaging tool that allows pictures, videos, and other attachments will let you share information back and forth with clients. Many telemedicine apps integrate with practice-management software for medical record-keeping and invoicing. Use telehealth for initial consultations as well as follow-up care, setting your own prices and hours.

Define types of cases you can see using telemedicine. Dr. Lori Teller, DABVP (canine/feline), CV, at Meyerland Animal Clinic in Houston used telemedicine for an orthopedic patient with intermittent lameness. The client said her dog limped at home but acted normally at the hospital. Telemedicine let Dr. Teller see the problem happening and combine the client’s video with her earlier hands-on exam.[3]

Besides helping you see patients virtually during the COVID-19 crisis, telemedicine lets you fix low compliance for follow-up exams and post-surgical assessments. AAHA and AVMA have published a digital guide on The Real-Life Rewards of Virtual Care: How to turn your hospital into a digitally connected practice with telehealth. Download at https://www.avma.org/sites/default/files/resources/Telehealth-Virtual-Care-Brochure.pdf.

4. audit your reminders.

Make a list of every vaccine, medication, diagnostic test, and treatment that needs to be repeated. Let’s say your hospital performs a drug-monitoring test for dogs on non-steroidal anti-inflammatory drugs (NSAID) every six months. Send a reminder one month before the test is due so the client has ample time to schedule an appointment. You’ll also prevent the confrontational conversation when a receptionist has to tell the client her dog’s NSAID can’t be refilled until the test is done. Likewise, send reminders for senior pets that get early detection screens, blood pressure checks, and other recurring diagnostics.

When you send medication refill reminders, you’ll eliminate the frustration of last-minute calls from clients who wait until the last pill is gone. Refill reminders can be app notices, emails, or texts that link to your online store.

5. increase callbacks. 

Electronic medical records make it easy to search patients by diagnostic codes. Check the exam and diagnostic status of patients with your top 10 chronic health problems such as arthritis, cardiomyopathy, allergies, diabetes, and others. 

Let’s say your standard of care is to see diabetic patients every three months to monitor glucose levels, check weight loss or gain, and assess overall health. Run a report on diabetic patients, sorting by the date of the last visit. 

Have receptionists call clients with diabetic patients that have not been seen in longer than three months. Explain, “Dr. <Name> asked me to call you about <pet name>. He/she noticed that <pet name> is overdue for an exam and blood test to monitor glucose levels so we may manage your pet’s diabetes. Dr. <Name> can see <pet name> on Monday at 11 a.m. or Thursday at 4 p.m. Which do you prefer?” Lead the client to schedule with the yes-or-yes technique, which gets stronger compliance than the yes-or-no choice of “Do you want to schedule an appointment?” 

COVID-19 is an opportunity for your veterinary practice to examine the way you serve clients and patients. The initiatives you start today will help you get through this crisis and establish ongoing revenue streams. Use this pandemic as a reason to work “on” your business rather than just “in” your business.

References:

[1] COVID-19 Updates. AVMA email to members. Available at: https://echo4.bluehornet.com/hostedemail/email.htm?CID=41754840731&ch=0B4C3F8FC25BADF3C7E8514E62BDCDCD&h=4bedb94f04ecc3a8b8746c6d022f84b0&ei=7mKQI-lNW&st=15-MAR-20. Accessed March 23, 2020.

[2] Compliance: Taking Quality Care to the Next Level. American Animal Hospital Association, 2009:11,19.

[3] The Real-Life Rewards of Virtual Care: How to turn your hospital into a digitally connected practice with telehealth. Available at: https://www.avma.org/sites/default/files/resources/Telehealth-Virtual-Care-Brochure.pdf. Accessed March 23, 2020. 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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5 ways your practice can recover from covid-19 

Some veterinary hospitals have gone to urgent and emergency care only, cancelling all non-essential appointments and elective surgical and dental procedures. The American Veterinary Medical Association (AVMA) advocates for veterinary hospitals and ambulatory practices to be considered essential businesses in situations where non-essential businesses are asked to close for COVID-19 risk mitigation.[1] As you adjust plans day by day, look at how your small business can recover from this crisis. Here are five strategies you should implement now:

1. provide curbside concierge service.

 To maintain social distancing and keep clients and employees safe, go curbside and restrict pet owners from entering your building.

When clients call to book appointments, explain the process: “Please call us from your car when you arrive for your pet’s appointment. A veterinary nurse will meet you to ask you questions about your pet and to explain the services we will deliver. We will take your pet inside the hospital and perform care while you wait in your car. A doctor will call you on your cell phone to explain exam findings, treatments, and medications. A receptionist will review your pet’s services and fees over the phone and get your credit-card information for payment. The veterinary nurse will bring your pet, medications, and paid receipt to you in our parking lot. We appreciate the opportunity to care for your pet and have a safe environment for everyone.” 

2. get an online store.  

Clients will need to refill preventatives and long-term medications. You can’t afford to miss this recurring revenue. In addition to curbside pickup of foods and medications, talk with your veterinary distributor about setting up and promoting your online store. If you already have an online store, drastically increase your sales. Send email blasts to clients, share social media posts, update on-hold messages, and tell every caller. 

Encourage clients to sign up for auto shipments, which improves compliance and helps you avoid seasonal declines. The American Animal Hospital Association (AAHA) compliance study found only 55 percent of dogs get year-round heartworm preventatives.[2] Let’s say a client buys six months of heartworm preventatives. Set up one auto-ship refill in five months when one dose will remain. Because a heartworm test and exam will be due at the completion of one automatic refill, you will send reminders for the exam, heartworm test, prescription renewal, and other services included in the checkup.

An over-the-counter flea/tick product also could be set up on auto shipments. When one dose remains, you would alert the client via text, app, or email: “Your auto refill of <brand name> to protect your pet from fleas and ticks has been filled and is on the way.” 

Auto-ship single doses. Distributors offer monthly delivery of single doses of preventatives with free shipping. Receiving monthly doses in the mail will help clients on limited budgets as well as multi-pet families where the client may not be able to buy 12-packs of preventatives for six dogs at the same time. (This also breaks the habit of sharing a box of preventatives between multiple pets.) Get more training in my online CE course “Quit Losing to Internet Pharmacies: How to Sell More Preventatives” (https://shop.csvets.com/new-releases/quit-losing-to-internet-pharmacies-how-to-sell-more-preventatives/).

3. offer telemedicine services.

Get an app for your hospital with telemedicine capabilities. Live video consultations with a messaging tool that allows pictures, videos, and other attachments will let you share information back and forth with clients. Many telemedicine apps integrate with practice-management software for medical record-keeping and invoicing. Use telehealth for initial consultations as well as follow-up care, setting your own prices and hours.

Define types of cases you can see using telemedicine. Dr. Lori Teller, DABVP (canine/feline), CV, at Meyerland Animal Clinic in Houston used telemedicine for an orthopedic patient with intermittent lameness. The client said her dog limped at home but acted normally at the hospital. Telemedicine let Dr. Teller see the problem happening and combine the client’s video with her earlier hands-on exam.[3]

Besides helping you see patients virtually during the COVID-19 crisis, telemedicine lets you fix low compliance for follow-up exams and post-surgical assessments. AAHA and AVMA have published a digital guide on The Real-Life Rewards of Virtual Care: How to turn your hospital into a digitally connected practice with telehealth. Download at https://www.avma.org/sites/default/files/resources/Telehealth-Virtual-Care-Brochure.pdf.

4. audit your reminders.

Make a list of every vaccine, medication, diagnostic test, and treatment that needs to be repeated. Let’s say your hospital performs a drug-monitoring test for dogs on non-steroidal anti-inflammatory drugs (NSAID) every six months. Send a reminder one month before the test is due so the client has ample time to schedule an appointment. You’ll also prevent the confrontational conversation when a receptionist has to tell the client her dog’s NSAID can’t be refilled until the test is done. Likewise, send reminders for senior pets that get early detection screens, blood pressure checks, and other recurring diagnostics.

When you send medication refill reminders, you’ll eliminate the frustration of last-minute calls from clients who wait until the last pill is gone. Refill reminders can be app notices, emails, or texts that link to your online store.

5. increase callbacks. 

Electronic medical records make it easy to search patients by diagnostic codes. Check the exam and diagnostic status of patients with your top 10 chronic health problems such as arthritis, cardiomyopathy, allergies, diabetes, and others. 

Let’s say your standard of care is to see diabetic patients every three months to monitor glucose levels, check weight loss or gain, and assess overall health. Run a report on diabetic patients, sorting by the date of the last visit. 

Have receptionists call clients with diabetic patients that have not been seen in longer than three months. Explain, “Dr. <Name> asked me to call you about <pet name>. He/she noticed that <pet name> is overdue for an exam and blood test to monitor glucose levels so we may manage your pet’s diabetes. Dr. <Name> can see <pet name> on Monday at 11 a.m. or Thursday at 4 p.m. Which do you prefer?” Lead the client to schedule with the yes-or-yes technique, which gets stronger compliance than the yes-or-no choice of “Do you want to schedule an appointment?” 

COVID-19 is an opportunity for your veterinary practice to examine the way you serve clients and patients. The initiatives you start today will help you get through this crisis and establish ongoing revenue streams. Use this pandemic as a reason to work “on” your business rather than just “in” your business.

 References:

 [1] COVID-19 Updates. AVMA email to members. Available at: https://echo4.bluehornet.com/hostedemail/email.htm?CID=41754840731&ch=0B4C3F8FC25BADF3C7E8514E62BDCDCD&h=4bedb94f04ecc3a8b8746c6d022f84b0&ei=7mKQI-lNW&st=15-MAR-20. Accessed March 23, 2020.

[2] Compliance: Taking Quality Care to the Next Level. American Animal Hospital Association, 2009:11,19.

[3] The Real-Life Rewards of Virtual Care: How to turn your hospital into a digitally connected practice with telehealth. Available at: https://www.avma.org/sites/default/files/resources/Telehealth-Virtual-Care-Brochure.pdf. Accessed March 23, 2020. 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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5 ways your practice can recover from covid-19 

Some veterinary hospitals have gone to urgent and emergency care only, cancelling all non-essential appointments and elective surgical and dental procedures. The American Veterinary Medical Association (AVMA) advocates for veterinary hospitals and ambulatory practices to be considered essential businesses in situations where non-essential businesses are asked to close for COVID-19 risk mitigation.[1] As you adjust plans day by day, look at how your small business can recover from this crisis. Here are five strategies you should implement now:

1. provide curbside concierge service.

 To maintain social distancing and keep clients and employees safe, go curbside and restrict pet owners from entering your building.

When clients call to book appointments, explain the process: “Please call us from your car when you arrive for your pet’s appointment. A veterinary nurse will meet you to ask you questions about your pet and to explain the services we will deliver. We will take your pet inside the hospital and perform care while you wait in your car. A doctor will call you on your cell phone to explain exam findings, treatments, and medications. A receptionist will review your pet’s services and fees over the phone and get your credit-card information for payment. The veterinary nurse will bring your pet, medications, and paid receipt to you in our parking lot. We appreciate the opportunity to care for your pet and have a safe environment for everyone.” 

2. get an online store.  

Clients will need to refill preventatives and long-term medications. You can’t afford to miss this recurring revenue. In addition to curbside pickup of foods and medications, talk with your veterinary distributor about setting up and promoting your online store. If you already have an online store, drastically increase your sales. Send email blasts to clients, share social media posts, update on-hold messages, and tell every caller. 

Encourage clients to sign up for auto shipments, which improves compliance and helps you avoid seasonal declines. The American Animal Hospital Association (AAHA) compliance study found only 55 percent of dogs get year-round heartworm preventatives.[2] Let’s say a client buys six months of heartworm preventatives. Set up one auto-ship refill in five months when one dose will remain. Because a heartworm test and exam will be due at the completion of one automatic refill, you will send reminders for the exam, heartworm test, prescription renewal, and other services included in the checkup.

An over-the-counter flea/tick product also could be set up on auto shipments. When one dose remains, you would alert the client via text, app, or email: “Your auto refill of <brand name> to protect your pet from fleas and ticks has been filled and is on the way.” 

Auto-ship single doses. Distributors offer monthly delivery of single doses of preventatives with free shipping. Receiving monthly doses in the mail will help clients on limited budgets as well as multi-pet families where the client may not be able to buy 12-packs of preventatives for six dogs at the same time. (This also breaks the habit of sharing a box of preventatives between multiple pets.) Get more training in my online CE course “Quit Losing to Internet Pharmacies: How to Sell More Preventatives” (https://shop.csvets.com/new-releases/quit-losing-to-internet-pharmacies-how-to-sell-more-preventatives/).

3. offer telemedicine services.

Get an app for your hospital with telemedicine capabilities. Live video consultations with a messaging tool that allows pictures, videos, and other attachments will let you share information back and forth with clients. Many telemedicine apps integrate with practice-management software for medical record-keeping and invoicing. Use telehealth for initial consultations as well as follow-up care, setting your own prices and hours.

Define types of cases you can see using telemedicine. Dr. Lori Teller, DABVP (canine/feline), CV, at Meyerland Animal Clinic in Houston used telemedicine for an orthopedic patient with intermittent lameness. The client said her dog limped at home but acted normally at the hospital. Telemedicine let Dr. Teller see the problem happening and combine the client’s video with her earlier hands-on exam.[3]

Besides helping you see patients virtually during the COVID-19 crisis, telemedicine lets you fix low compliance for follow-up exams and post-surgical assessments. AAHA and AVMA have published a digital guide on The Real-Life Rewards of Virtual Care: How to turn your hospital into a digitally connected practice with telehealth. Download at https://www.avma.org/sites/default/files/resources/Telehealth-Virtual-Care-Brochure.pdf.

4. audit your reminders.

Make a list of every vaccine, medication, diagnostic test, and treatment that needs to be repeated. Let’s say your hospital performs a drug-monitoring test for dogs on non-steroidal anti-inflammatory drugs (NSAID) every six months. Send a reminder one month before the test is due so the client has ample time to schedule an appointment. You’ll also prevent the confrontational conversation when a receptionist has to tell the client her dog’s NSAID can’t be refilled until the test is done. Likewise, send reminders for senior pets that get early detection screens, blood pressure checks, and other recurring diagnostics.

When you send medication refill reminders, you’ll eliminate the frustration of last-minute calls from clients who wait until the last pill is gone. Refill reminders can be app notices, emails, or texts that link to your online store.

5. increase callbacks. 

Electronic medical records make it easy to search patients by diagnostic codes. Check the exam and diagnostic status of patients with your top 10 chronic health problems such as arthritis, cardiomyopathy, allergies, diabetes, and others. 

Let’s say your standard of care is to see diabetic patients every three months to monitor glucose levels, check weight loss or gain, and assess overall health. Run a report on diabetic patients, sorting by the date of the last visit. 

Have receptionists call clients with diabetic patients that have not been seen in longer than three months. Explain, “Dr. <Name> asked me to call you about <pet name>. He/she noticed that <pet name> is overdue for an exam and blood test to monitor glucose levels so we may manage your pet’s diabetes. Dr. <Name> can see <pet name> on Monday at 11 a.m. or Thursday at 4 p.m. Which do you prefer?” Lead the client to schedule with the yes-or-yes technique, which gets stronger compliance than the yes-or-no choice of “Do you want to schedule an appointment?” 

COVID-19 is an opportunity for your veterinary practice to examine the way you serve clients and patients. The initiatives you start today will help you get through this crisis and establish ongoing revenue streams. Use this pandemic as a reason to work “on” your business rather than just “in” your business.

 References:

 [1] COVID-19 Updates. AVMA email to members. Available at: https://echo4.bluehornet.com/hostedemail/email.htm?CID=41754840731&ch=0B4C3F8FC25BADF3C7E8514E62BDCDCD&h=4bedb94f04ecc3a8b8746c6d022f84b0&ei=7mKQI-lNW&st=15-MAR-20. Accessed March 23, 2020.

[2] Compliance: Taking Quality Care to the Next Level. American Animal Hospital Association, 2009:11,19.

[3] The Real-Life Rewards of Virtual Care: How to turn your hospital into a digitally connected practice with telehealth. Available at: https://www.avma.org/sites/default/files/resources/Telehealth-Virtual-Care-Brochure.pdf. Accessed March 23, 2020. 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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5 ways your practice can recover from covid-19 

Some veterinary hospitals have gone to urgent and emergency care only, cancelling all non-essential appointments and elective surgical and dental procedures. The American Veterinary Medical Association (AVMA) advocates for veterinary hospitals and ambulatory practices to be considered essential businesses in situations where non-essential businesses are asked to close for COVID-19 risk mitigation.[1] As you adjust plans day by day, look at how your small business can recover from this crisis. Here are five strategies you should implement now:

1. provide curbside concierge service.

 To maintain social distancing and keep clients and employees safe, go curbside and restrict pet owners from entering your building.

When clients call to book appointments, explain the process: “Please call us from your car when you arrive for your pet’s appointment. A veterinary nurse will meet you to ask you questions about your pet and to explain the services we will deliver. We will take your pet inside the hospital and perform care while you wait in your car. A doctor will call you on your cell phone to explain exam findings, treatments, and medications. A receptionist will review your pet’s services and fees over the phone and get your credit-card information for payment. The veterinary nurse will bring your pet, medications, and paid receipt to you in our parking lot. We appreciate the opportunity to care for your pet and have a safe environment for everyone.” 

2. get an online store.  

Clients will need to refill preventatives and long-term medications. You can’t afford to miss this recurring revenue. In addition to curbside pickup of foods and medications, talk with your veterinary distributor about setting up and promoting your online store. If you already have an online store, drastically increase your sales. Send email blasts to clients, share social media posts, update on-hold messages, and tell every caller. 

Encourage clients to sign up for auto shipments, which improves compliance and helps you avoid seasonal declines. The American Animal Hospital Association (AAHA) compliance study found only 55 percent of dogs get year-round heartworm preventatives.[2] Let’s say a client buys six months of heartworm preventatives. Set up one auto-ship refill in five months when one dose will remain. Because a heartworm test and exam will be due at the completion of one automatic refill, you will send reminders for the exam, heartworm test, prescription renewal, and other services included in the checkup.

An over-the-counter flea/tick product also could be set up on auto shipments. When one dose remains, you would alert the client via text, app, or email: “Your auto refill of <brand name> to protect your pet from fleas and ticks has been filled and is on the way.” 

Auto-ship single doses. Distributors offer monthly delivery of single doses of preventatives with free shipping. Receiving monthly doses in the mail will help clients on limited budgets as well as multi-pet families where the client may not be able to buy 12-packs of preventatives for six dogs at the same time. (This also breaks the habit of sharing a box of preventatives between multiple pets.) Get more training in my online CE course “Quit Losing to Internet Pharmacies: How to Sell More Preventatives” (https://shop.csvets.com/new-releases/quit-losing-to-internet-pharmacies-how-to-sell-more-preventatives/).

3. offer telemedicine services.

Get an app for your hospital with telemedicine capabilities. Live video consultations with a messaging tool that allows pictures, videos, and other attachments will let you share information back and forth with clients. Many telemedicine apps integrate with practice-management software for medical record-keeping and invoicing. Use telehealth for initial consultations as well as follow-up care, setting your own prices and hours.

Define types of cases you can see using telemedicine. Dr. Lori Teller, DABVP (canine/feline), CV, at Meyerland Animal Clinic in Houston used telemedicine for an orthopedic patient with intermittent lameness. The client said her dog limped at home but acted normally at the hospital. Telemedicine let Dr. Teller see the problem happening and combine the client’s video with her earlier hands-on exam.[3]

Besides helping you see patients virtually during the COVID-19 crisis, telemedicine lets you fix low compliance for follow-up exams and post-surgical assessments. AAHA and AVMA have published a digital guide on The Real-Life Rewards of Virtual Care: How to turn your hospital into a digitally connected practice with telehealth. Download at https://www.avma.org/sites/default/files/resources/Telehealth-Virtual-Care-Brochure.pdf.

4. audit your reminders.

Make a list of every vaccine, medication, diagnostic test, and treatment that needs to be repeated. Let’s say your hospital performs a drug-monitoring test for dogs on non-steroidal anti-inflammatory drugs (NSAID) every six months. Send a reminder one month before the test is due so the client has ample time to schedule an appointment. You’ll also prevent the confrontational conversation when a receptionist has to tell the client her dog’s NSAID can’t be refilled until the test is done. Likewise, send reminders for senior pets that get early detection screens, blood pressure checks, and other recurring diagnostics.

When you send medication refill reminders, you’ll eliminate the frustration of last-minute calls from clients who wait until the last pill is gone. Refill reminders can be app notices, emails, or texts that link to your online store.

5. increase callbacks. 

Electronic medical records make it easy to search patients by diagnostic codes. Check the exam and diagnostic status of patients with your top 10 chronic health problems such as arthritis, cardiomyopathy, allergies, diabetes, and others. 

Let’s say your standard of care is to see diabetic patients every three months to monitor glucose levels, check weight loss or gain, and assess overall health. Run a report on diabetic patients, sorting by the date of the last visit. 

Have receptionists call clients with diabetic patients that have not been seen in longer than three months. Explain, “Dr. <Name> asked me to call you about <pet name>. He/she noticed that <pet name> is overdue for an exam and blood test to monitor glucose levels so we may manage your pet’s diabetes. Dr. <Name> can see <pet name> on Monday at 11 a.m. or Thursday at 4 p.m. Which do you prefer?” Lead the client to schedule with the yes-or-yes technique, which gets stronger compliance than the yes-or-no choice of “Do you want to schedule an appointment?” 

COVID-19 is an opportunity for your veterinary practice to examine the way you serve clients and patients. The initiatives you start today will help you get through this crisis and establish ongoing revenue streams. Use this pandemic as a reason to work “on” your business rather than just “in” your business.

 References:

 [1] COVID-19 Updates. AVMA email to members. Available at: https://echo4.bluehornet.com/hostedemail/email.htm?CID=41754840731&ch=0B4C3F8FC25BADF3C7E8514E62BDCDCD&h=4bedb94f04ecc3a8b8746c6d022f84b0&ei=7mKQI-lNW&st=15-MAR-20. Accessed March 23, 2020.

[2] Compliance: Taking Quality Care to the Next Level. American Animal Hospital Association, 2009:11,19.

[3] The Real-Life Rewards of Virtual Care: How to turn your hospital into a digitally connected practice with telehealth. Available at: https://www.avma.org/sites/default/files/resources/Telehealth-Virtual-Care-Brochure.pdf. Accessed March 23, 2020. 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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How to Prevent No-Shows

How to Prevent No-Shows

How to Prevent No-Shows

How to Prevent no-shows

His frustration had reached the boiling point. After three no-shows this week, a veterinarian asked me if he should start asking clients to prepay for surgeries. While I empathize with his angst, don’t punish 99.9 percent of good clients for a few bad apples. Imagine you are a client of 12 years who now has to pay before services get delivered. You might get so mad that you leave the practice. Instead, use these proactive techniques to prevent no-shows:

Text or email appointment confirmations immediately after booking.

A client schedules a spay one month from today during her puppy’s last checkup. If you wait until the day before the procedure to remind her of the surgery and fasting instructions, you chance that she may forget or need to reschedule. When she books today, immediately text or email an appointment confirmation that she may add to her calendar. Set up appointment confirmations in your practice-management software or third-party apps. Text: “<Pet name> has a surgical admission appt on <date> at <time>. Reply C to confirm or RS to reschedule.” If a client replies RS, call to have her select a new time and date.  

This double confirmation at the time of booking reiterates the importance of the exam or procedure. My dentist does this. When I booked my next hygiene appointment, I got a text on the elevator ride to the parking garage. I added the appointment to my calendar before I unlocked my car.

Confirm earlier and multiple times. 

Don’t wait until the day before appointments or procedures to remind clients. Set up a series of confirmations and reminders: 1) Upon booking, 2) Four days before the appointment or procedure, 3) Two days ahead, and 4) The day of the appointment, reminding of fasting instructions for procedures or bringing stool samples for checkups. 

Gather new client information during scheduling calls. 

Go beyond collecting a name and phone number. When scheduling, take 2 minutes to enter the client and patient names, address, email, cell number, and patient breed and birthdate. You’ll avoid the negative experience of “clip-boarding” a new client when you hand her a registration form at check-in while she struggles with her Jack Russell terrorist on a retractable leash. You’ll suck away valuable exam time with busy paperwork. Because you have gathered the majority of client contact information during the scheduling call, you’ve established a “know, like, and trust” relationship. 

Perform preanesthetic testing when clients book procedures. 

If you diagnose my cat with dental disease on Wednesday and I schedule treatment for Friday, collect blood and urine samples for preanesthetic screening today. This lets you choose the most cost-effective diagnostics from the reference lab or in-house testing. The client pays for lab tests today, reassuring she will show up two days later for the procedure. Your nursing team also will appreciate one less task to perform the morning of the dental treatment. 

Have clients sign anesthetic and surgical consents before booking. 

Let’s say you diagnose dental disease and explain the need for treatment. The client agrees. Get signatures on the treatment plan and anesthetic consent form today. You’ll dodge the time-suck of paperwork and get written commitment to show up. 

An alternative is use text and email together. When you confirm the surgery two days in advance, text the client: “See you Friday at 8 a.m. for <pet name>’s surgical admission. No food after 10 p.m. Water is OK. We emailed surgical forms to <email>. Reply with questions.” The text prompts the client to check her email, where you can provide detailed fasting instructions and attach consent forms and treatment plans.

Your email message would say, “We will see <pet name> for surgery on Friday at <Your Veterinary Hospital>. Please withhold food after 10 p.m. tonight. Water is OK to drink to prevent dehydration. Your surgical admission begins at 8 a.m. with a nurse, who will spend 15 minutes reviewing the consent form, answering your questions, and getting phone numbers where we may reach you the day of the procedure. I’ve attached your treatment plan and anesthesia consent forms. To speed your admission, please bring these signed forms with you, or we are happy to answer questions during check-in. Please allow at least 15 minutes for <pet name>’s admission to our hospital. If you have questions, call or text 555-555-5555.” 

Text driving directions to new clients. 

When you confirm exams two days in advance, text: “We’re excited to meet you and <pet name> on Friday at 4 p.m. Bring a stool sample that’s fresh within 4 hours. Get driving directions at <link>.” When new clients click the link on their smartphones, map apps will give them estimated travel time along with turn-by-turn directions. You’ll enjoy on-time arrivals and create “wow” first impressions. 

Send a final text or email confirmation the day before appointments and procedures. 

Text the client: “We will see <pet name> tomorrow for an appt with Dr. <Name> beginning at 9 a.m.” The word “beginning” trains the client to be in your lobby at exam time, not down the street at Starbucks (unless she’s fetching you a pumpkin spice latte!). 

Mail thank-you cards after the first visit. 

This is the first date that starts a lifetime relationship. Don’t default to a templated email or text that will get scanned and deleted. People receive hand-written greeting cards in the mail on birthdays, holidays, or anniversaries. Make the new client appointment a standout occasion. Have the doctor and hospital manager sign the card and add a personal message such as “We loved meeting your kitten, <pet name>, and look forward to watching him grow up!”

Start no-show strategies today.

A dog owner may spend nearly $700 for a checkup that includes an exam, vaccines, diagnostics, and 12 months of flea/tick and heartworm preventatives. Surgical and dental procedures may have even higher dollar values to your practice. Stop the anxiety of whether clients will show up as promised. Reclaim the confidence that you’ll have long-term, loyal relationships with these approaches.

Author: Wendy S. Myers, CVJ, Communication Solutions for Veterinarians

 

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THE NON-SALESY WAY TO ASK CALLERS TO SCHEDULE

THE NON-SALESY WAY TO ASK CALLERS TO SCHEDULE

THE NON-SALESY WAY TO ASK CALLERS TO SCHEDULE

THE NON-SALESY WAY TO ASK CALLERS TO SCHEDULE 

I get it. Your receptionists HATE feeling like salespeople. Yet they are directly responsible for answering price shoppers’ questions and recruiting new clients. A technique that will engage callers and have receptionists welcome more new clients is to say: “When can we meet Bella? The doctor could give your new puppy a checkup at 9 a.m. Tuesday or 1 p.m. Wednesday. Which do you prefer?” This non-salesy approach will have puppy kisses in your near future!

Get great training for your team in my 1-hour CE online course, Book Now: Get New Clients to Schedule.

 

Avoid a Meltdown When Dr. Popular Isn’t Available

Avoid a Meltdown When Dr. Popular Isn’t Available

Avoid a Meltdown When Dr. Popular Isn’t Available

A longtime client calls and requests an appointment with Dr. Popular. While this veterinarian is blessed to be busy, you don’t want clients to have meltdowns when they can’t see their preferred doctor. What should you do? 

 

focus on what you can do.

Don’t tell the pet owner that the doctor is booked three weeks out because it will create a negative impression and could incite an argument. Say, “Dr. Popular’s next available appointment is Aug. 30 at 9 a.m. If your pet needs to be seen sooner, Dr. Next could see you tomorrow at 4 p.m. Which do you prefer?” 

practice forward booking.

When clients want their first choice of time, day, and doctor, have them book the next appointment during today’s exam. Use forward booking for progress exams, checkups, and disease-management exams for pets with chronic health conditions.  

When wrapping up today’s exam, Dr. Popular should introduce the concept of forward booking. If you have computers in exams rooms, he should schedule it now (Yes, the veterinarian needs to know how to use the scheduling tool in your practice-management software). Here are two examples of client conversations: 

 For a disease-management exam, explain the “why” behind the change in the frequency of exams and use benefit statements. Dr. Popular would say, “Because Molly was diagnosed with arthritis today and will begin long-term medication, I will need to see her every six months to manage her arthritis and check blood work in case we need to adjust medication dosages. Booking her next exam now will let you get your first choice of a time and date with me. Six months from today would be Jan. 9. I could see Molly at 10 a.m. or 4 p.m. Which do you prefer?” 

For a checkup, lead the client to book the next six- or 12-month exam. If the receptionist is scheduling the exam during checkout, she would say, “Just as your dentist has you schedule your next appointment at checkout, we do the same to proactively manage your pet’s health. Let’s book your pet’s next checkup for this same day and time next year. We will confirm two weeks before the exam, so if you need to change the appointment it will be easy. By scheduling today, you will get your first choice with Dr. Popular. He could see your pet at 10 a.m. on Wednesday, Aug. 12 or 3 p.m. on Friday, Aug. 14. Which do you prefer?” The first choice is the same day of the week and time as today’s appointment. The second choice is a different day of the week and time of day (morning vs. afternoon). Get scheduling techniques in my article on “Four Ways to Use Forward Booking” (https://www.veterinarypracticenews.com/four-ways-to-use-forward-booking/).   

be persistent when pets require progress exams.

Because Dr. Popular is booking weeks in advance, the entire healthcare team must be dogged and communicate the importance of scheduling follow-up care today. After explaining how to clean a dog’s ears and apply ointment for an ear infection, the nurse would say, “Dr. Popular needs to perform a follow-up exam in two weeks for your dog’s ear infection. We strive to book follow-up care with the same doctor because Dr. Popular wants to see the condition successfully resolved. This will be a 15-minute appointment to examine your dog’s ears and determine if additional treatment will be needed. Dr. Popular could see your dog on Thursday, Aug. 28 at 10 a.m. or Friday, Aug. 29 at 2 p.m. Which do you prefer?” 

If the client procrastinates and waits to call your hospital in two weeks when care is due, Dr. Popular won’t be available. Booking with the same veterinarian helps you achieve exam efficiency. If Dr. Next will see Dr. Popular’s patient for follow-up care, he will need to spend more time reviewing the medical record to get up-to-date on the diagnosis, treatment, and prescribed medications. The follow-up visit may take twice as long if a different doctor sees the patient.  

add more urgent care slots to dr. popular’s schedule.  

I advise receptionists to block three urgent-care slots per doctor per day for same-day sick patients. Because clients will call every morning with sick patients that must be seen today, plan for them in your daily schedule. You may need more urgent care slots on Mondays, Fridays, and Saturdays, when hospitals typically see higher volumes of sick patients.  

To determine how many urgent care slots Dr. Popular will need, create a spreadsheet that totals the number of exams he sees by day of the week. Let’s say he saw 22 patients on Thursday. Approximately 20 percent of patients are same-day sick appointments. Based on this formula, Dr. Popular would need seven urgent-care slots on Thursdays. Block an urgent-care slot at the top of each hour in Dr. Popular’s schedule on Thursdays. Get more insight in my YouTube video on “Overbooked and Can’t See Sick Pets? Here’s the Solution” at https://www.youtube.com/watch?v=j_oWxml2qyc&t=9s.  

Talk up other doctors.  

You want clients to feel confident and comfortable with every doctor in your practice. Dr. Popular, nurses, and the client-care team need to praise the skills and knowledge of other veterinarians in your hospital. When a client sighs after hearing Dr. Popular isn’t immediately available, promote Dr. Next. The receptionist would say, “Dr. Popular’s next availability is Aug. 30 at 9 a.m. I could schedule you with Dr. Next. He has a special interest in feline medicine and would love to meet Alex. I’m confident you’ll be satisfied with the quality of his medicine. Dr. Next could see Alex tomorrow at 4 p.m. Shall I schedule this exam?”

During his appointments, Dr. Popular also can share praises of his colleague, Dr. Next. Afterall, Dr. Popular may be the practice owner and hired Dr. Next. To transfer the client’s trust to another veterinarian, Dr. Popular might say, “Dr. Next has been part of my medical team for five years. We went to the same veterinary college and share similar medical interests and philosophies. If I’m unable to promptly see your pet, I’m confident that Dr. Next will do an exceptional job.” 

Because Dr. Popular will take vacations or may sell the practice one day, you must build trust in every veterinarian. Have your team discuss ways to equally distribute appointments amongst all doctors because the hospital’s goal is to have every veterinarian fully booked every day.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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