The economics of telehealth
Do you know who your clients are calling after hours? You can concede the business to someone else or you can take an active role in meeting their needs.
While the telehealth conversation has largely centered on telemedicine and whether a veterinarian can diagnose a case through digital tools, after-hours triage care — nights, weekends and holidays — is an important but often overlooked consideration for practicing veterinarians. The American Association of Veterinary State Boards recently voted on a new model act of practice […]
You make the call
Timely follow-up communication underscores your practice’s commitment to client service and patient care.
The concept of client callback systems is not a new one. Veterinary practices have used them for years and have seen positive results. Most practices started with lab results and then added surgery callbacks a day or two after the procedure. Sadly, many hospitals stopped here, thinking that was enough. The common assumption is that […]
The devil’s in the details
Not understanding common contract terms and failing to renegotiate certain provisions when appropriate can cause unnecessary risk and liability.
Reading the fine print in a business contract is probably not your idea of a good time. You have a busy practice and negotiating contracts is clearly not why you became a veterinarian or hospital administrator. That said, every business owner or manager should have a firm understanding of which contract provisions require careful review. […]
The price of harassment
Employers must step up and wipe out abhorrent workplace behavior in all its forms. Education and clear reporting protocols are key.
Sexual harassment has been a part of daily news for more than a year now. Mostly, but not exclusively, women are taking primarily to social media to share stories of harassment or assault happening in schools, workplaces and even on the street. The resulting #MeToo movement has toppled careers, launched legal investigations and nearly derailed […]
Rather than look at maternity leave and parental needs as impediments to business, see the bigger picture and adopt a practice culture that communicates empathy.
While I have always respected the roles that mothers play in society, it was not until I became a mom that the breadth and depth of the job sank in. I have the tremendous fortune of working for a true servant leader, a working veterinarian-mom of three who is sympathetic and accommodating to the demands […]
What’s in a story?
Talk the Talk
Encouraging clients to talk about their pet or lifestyle will help bond them to your practice and improve compliance.
Imagine an older gentleman visits your practice for the first time with his newly adopted gray kitten, Gunny, who is due for a second set of vaccines. The veterinary team asks about the cat’s age, which vaccines were given previously and whether he was neutered. The veterinarian examines Gunny and brings up preventive care. She […]
Politics and Policy
National and state officials see veterinarians as part of the solution to the opioid crisis. The industry’s role in prescribing and dispensing controlled substances is likely to come under greater scrutiny.
Requirements for veterinarians who handle opioids and other controlled substances have generated a flurry of activity in legislatures and a bevy of articles in trade media. While state VMAs regularly update practitioners about what’s expected and about state pharmacy board deadlines, I can help by laying out where things stand, or are heading, and look […]
South Atlantic states show 5 percent gain in clinical volume
The Vetalytix Report
The third quarter was a mixed bag overall, with flea and tick doses tending to lag.
Welcome to The Vetalytix Report for the third quarter of 2018. In previous issues, we reported that the first two quarters proved to be challenging for many veterinarians nationwide as revealed by decreases in product consumption across numerous categories. After a slow start to the year marred by snow and cold in many regions, preventive […]
You and Google
Current and potential clients will learn a lot about your practice at a glance if you properly manage your free Google My Business entry.
Mobile devices have changed the landscape of how people find businesses. Because smartphones are with us wherever we travel, we have access to information 24/7. Hungry? Look at “Restaurants near me” to find out what is close by, see menus and check busy times. The snow is melting and mosquitoes are emerging? A search for […]
Turn a negative into a positive
Knowing how to respond to a client’s less-than-stellar online review can help resolve a conflict effectively and respectfully.
I’ve written at length about the importance of your online reputation and how you can protect and enhance it to ensure your veterinary practice thrives day in and day out. What’s less fun to discuss is how bad reviews can harm your business. It’s not a matter of if one happens but rather when. Ignoring […]