3 steps to internal compliance
Agree on the basic care you want to deliver at your veterinary hospital. Write it down. And get all your team members heading in the same direction.
Jul 01, 2006
Of course, the importance of the services your veterinary practice offers far outweighs that of an ice cream shop. You're charged with the care of animals—and that's vital to pet owners' happiness. That's why it seems so important to put together a guide to the regular preventive care items you provide, so that your staff members know what to talk to clients about and how to support your recommendations.
"A lot of people see standards of care as a way for people to legislate and tell them what to do. Really, the goal is just to create agreement within your practice about care—so you can communicate recommendations to clients more effectively," says Karyn Gavzer, CVPM, MBA, a veterinary business consultant with KG Marketing & Training Inc. in Springboro, Ohio.Consider this, says Gavzer: Most clinics use protocols for puppies and kittens. "So why would you resist protocols in other areas? Just do for adults what you do for puppies and kittens."
Definition of a standard
As you start, keep in mind these overarching guidelines:
To get started, follow these three easy steps. But keep in mind, you must do all three for your standards of care to really work, says Gavzer.
1. Gain doctor consensus
"Doctors typically have different opinions," says Gavzer. "But you're asking your staff members to work with one hand tied behind their back if doctors disagree about high-volume preventive care issues. If you can't agree, no matter what your staff members say, they're wrong with someone."
The worst part is the disjointed message you send to clients. "Your staff members can't say, 'We believe in this.' So for the benefit of your patients, clients, and your staff members, you must get on the same page," she says.