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In this section we have looked at more focused activity in respect of small animal work. The starting point for this needs to be data and as an example you might wish to analyse small animal turnover, both from a practice and/or an individual vet basis in the areas set out in the table.
It is important to look at trends on a regular basis e.g. monthly, and perhaps against the prior year. It is always amazing how vets undertaking the same type of work have significant variance in terms of their income generated across different areas. Cross fertilising their ideas can often be a very positive way of helping them understand how healthcare opportunities can be improved and generated.
In addition to reviewing constituent parts of turnover, other areas to consider include the following:
Develop Healthcare protocols
These might include:
a) Vaccinations
b) Flea / wormers
c) Diet
d) Dentistry
e) Insurance
f) Microchipping
As an example, at the annual vaccination the vet could engage the client in these areas to ensure that a proactive approach is being undertaken in the above areas. Many vet systems enable such an approach to be followed. If yours does not, but is windows based then why not add your own attachment, i.e. perhaps use a questionnaire for the client to complete in reception. If it does not work effectively then consider nurse clinics to stimulate opportunities.
If you want to “kick start” healthcare product / food sales then you might wish to consider a small bonus scheme arrangement for the staff. You could use last year’s achievement as a target and perhaps offer them say 10% of any improvement over and above that in the next 12 months. This will ensure that you will be no worse off. Another idea is to have your main healthcare suppliers to come in every few months for team meetings.
Technology can generate opportunities. One such example might be flea / wormer reminders sent out via text messages / email. This not only reminds the client that the product is required but also keeps down the cost to the practice.
Laboratory Work
A number of practices that have adopted healthcare approaches with clients see laboratory work as a key service as part of this strategy. In addition to “essential” testing, areas of opportunity include the following:
- Regular blood testing where relevant for long term medication.
- Pre op blood screening. This not only gives the client the choice, but also ensures that the practice has protected itself against potential claims should unforeseen circumstances occur.
- General healthcare screening at particular times during an animals life.
Visiting Specialists
Some practices offer referral services either on a full or limited scale. However many practices have facilities available, and often the opportunity to use visiting specialists’ services. These not only compliment the existing services on offer but also enable the practice to generate more income in areas such as dermatology, scanning, surgery, dentistry, cardiology etc. Furthermore, if you have vets who wish to take further qualifications in order to offer these services directly then this could be opportune.
Nurse Clinics
These can work very effectively with the appropriate strategy and staff. However, it is important to consider the purpose of these and whether they are for:-
- Leveraging sales e.g. food etc.
- Freeing up vet time e.g. undertaking simpler tasks, such as, taking out stitches.
- Keeping nurses motivated.
- Bonding the client.
They can be very time consuming and it is important therefore to have a clear purpose. It is also relevant to consider who is best placed to deliver them.
The above is not going to be an exhaustive list of areas to focus on, and it is important that all are considered in conjunction with the overall pricing / charging of services throughout the practice.
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