by Stephen Reed | Industry - Veterinary Medicine, News, Newsletter
Employee retention is an essential component of success for any veterinary practice. High turnover rates can disrupt workflow, impact client satisfaction, and hinder business growth. In this article, we’ll explore effective strategies to help you retain talented professionals whose contributions help maintain a thriving practice.
A Comprehensive Strategy
When your veterinary practice faces retention issues across the board or deals with high turnover in numerous roles, you need to zero in on the factors influencing both retention and staff turnover that have the greatest impact on the entire team. This includes the following:
Compensation
High turnover suggests that employees perceive their basic needs are not being fulfilled. A central need, of course, is compensation. Ensure that your salary and benefits packages are in line with industry standards and reflect the value of your employees’ contributions. Additionally, consider implementing performance-based incentives and bonuses to reward top performers and incentivize excellence.
Teamwork
Once this basic need is met, practices can prioritize factors that prevent turnover and foster retention. Teamwork takes center stage here, as a cohesive team dynamic is essential for all staff members. Offering scheduling flexibility and diverse job duties, along with promoting employee well-being, further solidifies staff satisfaction.
Career Growth Opportunities
Addressing these factors should already lead to a notable improvement in retention rates, but further steps can be taken to boost loyalty and improve employee satisfaction such as professional development and career growth opportunities. Provide ongoing training and support for skill development, offer mentorship programs, and encourage employees to pursue continuing education and certifications. Invest in their professional growth, and they will be more likely to stay and grow with your practice.
Staff Check-Ins
Finally, be sure to schedule regular check-ins with your team members to discuss their goals, provide constructive feedback, and address any concerns they may have. Create a supportive environment where employees feel comfortable sharing their feedback and ideas for improvement.
A Role-Based Strategy
For practices experiencing high turnover in specific roles, a role-based approach allows for targeted retention strategies tailored to the needs of those roles. Identify the reasons behind the turnover in these roles, whether it’s workload, lack of support, or insufficient training.
Provide adequate training and support for employees in these roles to ensure they feel confident and capable in their positions. Offer mentorship opportunities and assign experienced team members to provide guidance and support to newer employees.
Address workload issues by redistributing tasks or hiring additional staff to alleviate pressure on employees in high turnover roles. Implement efficient workflows and protocols to streamline processes and reduce stress on the team.
Offer incentives and rewards specific to the roles experiencing high turnover. This could include performance-based bonuses, recognition programs, or opportunities for advancement within the practice.
Reducing turnover and inspiring retention in your veterinary practice requires a comprehensive approach that addresses the needs of the entire team as well as specific roles experiencing high turnover. By fostering a positive work environment with a staff that functions as a team, offering competitive compensation and benefits, providing opportunities for professional development, and implementing targeted retention strategies, practices can create a workplace where employees feel valued, engaged, and motivated to stay for the long term.
by Daniel Kittell | Accounting News, Industry - Veterinary Medicine, News
To provide optimal client care, veterinarian practices need to maintain healthy finances. Establishing effective financial management strategies will help clinics allocate resources efficiently, invest in quality care, and improve their overall capacity to serve their clients and their pets. Read on…
Implement a Budget and Tracking Expenses
Creating a comprehensive budget provides your practice with a road map to keep on track with goals. It allows you to plan and allocate funds strategically. Begin by determining necessary expenses, such as staffing, medical supplies, equipment maintenance, and facility costs. Be sure to regularly track and review expenses. By managing a balanced budget, clinics can ensure that funds are appropriately allocated to provide the highest level of care to their clients and patients.
Optimize Revenue Streams
Your clinic can optimize revenue streams by setting competitive and fair pricing. Additionally, you should regularly review your clinic’s fee structures and evaluate the potential for additional revenue streams, such as retail sales of pet products or providing specialized services. Effective communication between staff and clients regarding the value of services provided can also contribute to revenue growth. By optimizing revenue streams, clinics can reinvest in their technology, infrastructure, and staff training, all of which ultimately benefit the overall quality of care.
Manage Inventory and Supply Costs
Efficient inventory management systems help to minimize waste, prevent overstocking, and avoid expired or outworn supplies. A few ways to achieve this include:
- Periodically review supplier contracts and negotiate favorable terms to lower costs.
- Consolidate orders or join group purchasing organizations (GPOs) to take advantage of volume discounts.
- Explore opportunities to collaborate with pharmaceutical companies or suppliers to obtain cost-effective medications and medical supplies.
Invest in Technology and Equipment
Investments like advanced diagnostic equipment, electronic medical records systems, and telemedicine platforms can streamline operations, improve accuracy, and improve the overall patient experience. Though they may require a significant upfront investment, they can lead to more efficient workflows and lowered overhead costs, as well as increased peace of mind for clients. It’s also important to stay informed of emerging technologies within the industry and make informed decisions about investments that will ultimately benefit client care as well as the financial health of your clinic.
Build Strong Client Relationships
When you cultivate trust and communication with clients, your practice will reap the benefits, including repeat visits, referrals, and a positive reputation within the community. Communication strategies such as transparent discussions about fees and payment options will help manage expectations and reduce miscommunications regarding financial responsibilities. Offering payment plans can also support clients in taking care of their end of financial obligations. Prioritizing communication with clients helps to build trust and foster long-term partnerships. This, in turn, contributes to financial stability and helps enable your practice to deliver exceptional client care.
by Daniel Kittell | Business Growth, Industry - Veterinary Medicine, News, Uncategorized
Veterinary practices that provide award-winning services don’t hesitate on the small stuff – the over-and-beyond touches that make them stand out and keep clients coming back. The customer service tips below might not be groundbreaking, but when implemented on a regular basis, you’ll create positive experiences and gain repeat clients, who will likely spread the word to their friends and communities.
First Impressions and Communication
A common grievance reported to veterinary state medical boards is lack of communication. To avoid this fate, make a good impression when a client visits for the first time by:
- Introducing them to the team that will be caring for their pet
- Signing them up for any means you’ve established for clients to communicate with you, such as an online portal
- Offering them a welcome packet that includes details about your clinic, services offered, emergency contact information, where to find additional information about pet care, and a welcome letter
Create a Loyalty Rewards Program
Clients who follow your suggestions, properly care for their pets, and continue to bring their business to you are deserving of some perks, and a loyalty reward program is just the ticket. Whether they can be used for product or service discounts (or both) is up to you, but a loyalty program can be an effective vehicle in retaining clients.
Follow Up in a Meaningful Way
If you want a client to feel especially cared for, be sure to follow up on their pet after they’ve come in for an illness or procedure. At the minimum, follow up with a standard phone call one to three days after the visit, depending on the procedure. This also keeps you informed of the pet’s progress and client compliance of aftercare. If you want to add an extra personal touch, send the client a “get well soon” chew toy or catnip mouse for their pet.
Take Notes
Just as we appreciate when doctors remember something specific to us, clients appreciate when their vet remembers something specific to their pet, so take note of anything that stands out during routine check-ups. Do they like to be scratched behind the ears or on the belly? Is there a certain treat or toy they love? Jotting notes in a patients’ records about their likes and dislikes can help you create a personalized experience for your clients.
Create a Social Media Presence
Social media is a powerful tool that can help personalize your practice and communicate with your community. Share information like helpful tips for pet owners and any changes to hours or services. You can also post pictures of pets (provided the client has signed a photo release form), and encourage pet owners to post their own pictures and tag your practice.
Make a Memorial Donation
Establish a way to demonstrate your sympathy when a pet dies. While most practices send sympathy cards, you can go above and beyond by making a small donation to an animal charity fund in the pet’s name. You could also have a tree or flower planted in the pet’s name.
Implement a Referral Program
Referral programs can include simply sending a thank-you card to a client who sent a referral your way, or it can be as involved as sending a small gift of thanks for the business sent your way. You could provide new clients with a $10 discount and post a $10 credit to the referring client’s account. If you want to take it up a notch, you could give a different gift each time for repeat referrals to keep the program updated and worthwhile to the client.
