Page 476 - WSAVA2018
P. 476

 25-28 September, 2018 | Singapore
WSV18-0108
SVA PRACTICE MANAGEMENT
USING YOUR CLINIC’S DATA TO IMPROVE COMPLIANCE TO VETERINARY RECOMMENDATIONS
Case Study 1 - Recommending and Recording
Background: A UK based clinic where a review of practice data showed that only 35% of vaccinated patients had a record of having received dental advice at the time of vaccination, although all would have had their teeth checked as part of the annual health exam.
The Goal:
To ensure that all patients had their dental health status both determined and recorded at the annual health exam, and that when appropriate follow up reminders were set
A review of current situation with the clinical team identified 3 groupings for patients dental health that could be recorded;
1. Dental health good, no action required
2. Dental problems identified, remedial treatment advised
3. Significant dental problems identified, immediate remedial action recommended
We created 3 new sales items and 2 associated reminder types to allow all 3 groups to be recorded and counted. Using a Sales item ensured that the recommendation would be included on client invoice, and visible to front of house staff
A series of meeting was held to communicate the modified recording process to all staff and a process of monthly monitoring commenced.
Each month progress was reviewed with the vet team and experiences were shared which helped identify
the exceptions and omissions, and these lessons were shared with all staff with the result that recording levels quickly improved, and the reminder follow up resulted in a higher proportion of patients receiving the dental care that they required.
Reminders and Recalls - The most important “tool”
in the box We most typically use reminders for events such as the Annual Health-check, Routine Vaccinations, Internal and External parasite control
We find that despite the fact that we would expect to see every pet at some future date, on average in UK clinics only 50 to 80 % of patients have an active recall or reminder set for any preventative health treatment.
In many regards we should not be surprised at this figure, because reminders are easily missed, for example when a 6 month old puppy, who was already vaccinated elsewhere visits for the first time for neutering or when a new client visits with a sick animal visits for the first time and the vaccination is not due
 M. Moran1
1Vets in Business Limited, The Head Honcho, Bridgwater, United Kingdom
 USING YOUR CLINIC’S DATA TO IMPROVE COMPLIANCE TO VETERINARY RECOMMENDATIONS
Mark Moran, BSc. MBA Vets in Business Limited Ashcott, TA7 9QS Somerset, United Kingdom mark@vetsinbusiness.co.uk
What is Compliance?
The AAHA Compliance report in 2003 defined compliance as;
The pets in your practice receiving the care you believe is best for them.
Areas where we know compliance rates are poor include Preventative healthcare, Repeat medications, Elective procedures, and Dietary recommendations
Improving Compliance requires the three R’s; Recommending; Reinforcement; Reminding
The Steps to full compliance;
1. A clear recommendation
2. Reinforcement from the team
3. Follow up if not acted upon (Reminder)
4. Reinforcement from the team
5. Follow up if not acted upon .........
A few tips on improving compliance
A verbal recommendation is not enough; A written Recommendation always adds more weight
Recording the recommendation enables Reinforcement from the team
Setting a Reminder stimulates Follow up
Understanding your system
Most practice management software includes a system of “Reminders” or “Recalls”, understand how to get these to work for you in your clinic. It will depend on your system, however, most allow reminders and these can often be linked to “Sales items” or can be set “manually”
“Selling” a recommendation often creates additional visibility because it then appears on the client’s invoice which is visible to front of house staff and can stimulate discussion and reinforcement when the client pays their bill.
  474
43RD WORLD SMALL ANIMAL VETERINARY ASSOCIATION CONGRESS AND 9TH FASAVA CONGRESS























































   474   475   476   477   478