The West Chester Veterinary Medical Center is a 24-hour General Practice and Emergency Hospital that provides after-hour medical, surgical and intensive care to small animals. In September 2016, Erica Brown, formerly the practice’s Client Relations Representative, assumed the role of Compliance Officer. As the title suggests, Erica’s responsibilities are related to helping clients be more compliant with their pets’ preventive care. She also ensures that the practice’s doctors are consistent with their wellness recommendations. She monitors the recording of notes related to the doctors’ interactions with clients. And she verifies that they’re charging the appropriate fees for the services they recommend to their clients.
Gaining perspective through data
One of Erica’s first tasks after assuming her new role was to sign up to receive monthly VetSuccess Practice Overview Reports (PORs). These reports provide valuable insights into the economic health of veterinary practices. In addition to a lapsing patients visual that provides the big picture at a glance, a separate report (the Lapsing Patient Report) includes a detailed spreadsheet that highlights which actual patients are lapsing. At the time Erica signed up, the West Chester Veterinary Medical Center had a 27% lapsed-client rate. Within just six months, the practice had that down to 9%.
“The VetSuccess reports have helped us see where our shortcomings were as they related to our compliance with client visits and our recommended products and services,” says Erica. Using the findings from the reports, Erica contacted lapsing patients and scheduled annual exams and vaccines. This, in turn, has improved the overall quality of care they offer their patients.
Turning data insights into action
Besides reengagement, Erica has used the findings to boost patient outreach via email. Her ultimate goal is to collect email addresses for 100% of clients. To date, they’re at 69% versus 59% prior to joining VetSuccess.
“These reports have helped me excel in my position and aided me in understanding where our practice could use assistance related to the specific areas of compliance,” she says.
Using Practice Overview Reports to achieve practice mission
The West Chester Veterinary Medical Center’s mission is to provide the best medical care and service to their clients, and provide educational opportunities during visits. Says Erica: “The VetSuccess reports are helping us carry out our mission on a daily basis.”
Poor compliance with both canine and feline parasiticides is a recognized industry-wide issue. Within her practice, Erica plans to tackle this issue head-on by contacting each and every non-compliant client with a view to getting their pets back on track.
You seem to be well on your way, Erica. Thanks for sharing your experience, and keep up the great work!