Tools for Staff Management. Staff Management Committee Joanna Bassert, VMD, Chair Lori...

Tools forStaff Management

Staff Management Committee Joanna Bassert, VMD,

Chair Lori Renda-Francis, MA,

BBA, LVT

_________________________

Consultants: Jim Nave, DVM Jim Dee, DVM Patrick Navarre, BS, RVT

Guy Hancock, DVM, MEd Carol Schubert, CVT, MBA Nancy Shaffran, CVT, VTS

(ECC)

Dennis McCurnin, DVM, ACVS Karen Felsted, DVM, CPA

NCVEI StaffHoward Rubin, CEO & Cheri Kowal

Bill Cummings, Kerric Tratt

OverviewNCVEI Website

VeterinariansPractice Owners Practice Managers

StaffKennel Assistants,

Veterinary Assistants, Receptionists,

Office Managers, Credentialed Veterinary Technicians,

Practice Managers

Tools:1. Efficiency2. Utilization3. Benefits/ rewards4. Affirmation5. TurnoverPlus 12 others

Vet Link

Tools:1. Efficiency*2. Utilization3. Benefits/ Rewards*4. Affirmation

Staff Link

Why is Staff Management Important?

Client Compliance Study

0%10%20%30%40%50%60%70%80%90%

100%

DVMonly

DVM &Staff

Mostlystaff

compliance

Compliance was 50% in DVM only

Rose to 80% where staff was primarily responsible for client education.

A 60% gain!!!!

From “Compliance” by Hill’s with chart from The Path to High Quality Care” AAHA 2003

Better Medicine, Better Economics

Sample Calculation on Economic Impact

Heartworm PreventionNo. of DVMs 1No. of Patients 1500Dog Patients 990Annual HTW Rx/dog $74Gross at 50% compliance $36,630Gross at 80% compliance $58,608Difference $21,978

Repeat the compliance gains for:

DentistryPrescription dietsFlea controlVaccinationsFollow-up visitsTx of chronic conditions

Benefits of Compliance

Better care for the animals Increased client satisfaction Increased staff satisfaction and

morale Economic benefits to the practice

Old Imperial System

Veterinarian as Monarch

Employees as subjects or servants

QuickTime™ and aTIFF (Uncompressed) decompressor

are needed to see this picture.

Team Approach

QuickTime™ and aTIFF (Uncompressed) decompressor

are needed to see this picture.

Team Approach

Apollo 13Every team member

has important rolesEvery team member’s

contribution is critical to mission success

QuickTime™ and aTIFF (Uncompressed) decompressor

are needed to see this picture.

Which Competes Best?Which Delivers Better Care?

QuickTime™ and aTIFF (Uncompressed) decompressor

are needed to see this picture.

QuickTime™ and aTIFF (Uncompressed) decompressor

are needed to see this picture.

Which has a more satisfying role for non-veterinarians?

www.NCVEI.COM

Utilization Tool

Today’s Results…

Are you more inclined to use or re-visit the NCVEI web site and tools?

Do you think the NCVEI tools can help your students and graduates?

Will having your staff use the staff tools help you?

Give us your email…We want to get your feedback on the Staff

Utilization messaging.

Do the messaging and resources help you make changes, and if not, how can we

improve them?

Hancockg@spcollege.edu

JBassert@manor.edu

www.NCVEI.org