When your practice has adopted management of key analytics in an effort to drive practice growth,
the next step is program identification and implementation.
Actionable programs commonly involve senior wellness, wellness testing, and managing pets without
future reminders. You might, for example, want to work on reducing the number of pets leaving
the practice without being set up to receive a reminder to visit again. You could start by
seeing how your practice compares to others; a review of reminder management data from 288
ThinkPets practices showed that 88% of current pets had reminders, as compared to 74% for
the average practice.
The following implementation activities foster successful and sustainable practice growth programs:
- Establish performance improvement plans
- Standardize the programs to be implemented and gain staff consensus and buy-in
- Train staff on the program elements, most importantly client education
- Implement the plans and launch the program via staff-client interaction and through reminders and the practice website
- Establish program objectives, track measurable results, collaborate with all team members and adjust
- Make the program standard procedure and establish related program measures as on-going key performance indicators
Gaining staff member consensus on protocols and client recommendations is vital if clients are
to receive a unified message. Every team member who interacts with clients should receive
comprehensive training on the value of each program initiative. Summary clinical education to
support the importance of the particular program (in many cases this can be delivered by
manufacturer or distributor reps), scripted client education “talking points” reinforcing the
benefits of compliance, and addressing the most common client objections permits compliance to
be significantly enhanced and ongoing client education becomes standard procedure.
When you are ready to implement each program, have practice managers actively involved. Key staff
members should “manage by walking around,” listening intently to client-staff interactions,
reinforcing effective behaviors and coaching to enhance performance. Track program performance against
the baseline program measurements. Collaborate with all team members as to what is and is not
working, make appropriate adjustments and continue with program implementation.
Make the program standard procedure over time and include the key performance metrics in ongoing
monthly practice performance tracking. Once the particular program has been successfully implemented,
you can move to the next initiative on the practice improvement plan in the exact same manner,
thus introducing proactive measures into your practice and “working smarter not harder.”