Gaining perspective through data
West Chester is a 24-hour general practice and emergency hospital that provides after-hour medical, surgical, and intensive care to small animals. As Erica’s title suggests, she helps clients comply with their pets’ preventive care and ensures the practice’s doctors are consistent with wellness recommendations.
Each month Erica receives the Practice Overview Report, which offers valuable insights into the economic health of the veterinary practice. It provides a variety of data, including patient activity, revenue, and lapsed clients. The easy-to-read lapsing-clients report gives her the big picture at a glance, along with a detailed list that highlights which patients are lapsing.
“The reports have helped us see where our shortcomings were as they related to our compliance with client visits and our recommended products and services,” Erica says, adding that the reports have helped her understand “where our practice could use assistance related to the specific areas of compliance.”
Using data from the reports, Eric contacts lapsing patients and schedules annual exams and vaccines. This, in turn, improves the overall quality of care they offer their patients. It also helps Erica collect client email addresses so she can boost client outreach via email in the future. She’s aiming to get 100% of the practice’s clients. As of May 2017, they were at 69% versus 59% prior to receiving the reports.
Achieving the mission
West Chester’s mission is to provide the best medical care and service to their clients, as well as provide educational opportunities during visits. “The reports are helping us carry out our mission on a daily basis,” Erica shares. Poor compliance with both canine and feline parasiticides is a recognized industry-wide issue, but with the Practice Overview Report, Erica is able to tackle the issue head-on.
