What are we talking about in veterinary practice management? - By Janne Huttunen

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Veterinary practice management – what do we speak about?M.Sc. Janne Huttunen

@jhhuttunjanne.huttunen@fns.fi

Brno 2/10/2015

Janne Huttunen

M.Sc. computer science

CEO of FNS since 2001

Veterinary practice management software since 2005

Linux server specialist

Traveller1981

M.Sc. telecommunication technology

Diver

Programmer

Computer nerd

Some areas of veterinary practice management

Financial administrationStaffing & Human resourcesOrders & DeliveriesMarketingSalesIT managementCashier desk work

Quality managementImprovingNetworkingLeadership

Workflow.

…and taking responsibility of all the other things no one else at the clinic does.

History & development of science of veterinary practice management• From craftmanship to business • Veterinary clinic chains (examples)

• UK: Medivet, Vets4Pet• USA: Banfield, VCA• Sweden: Evidensia, Anicura• Finland: Tuhatjalka , Evidensia

Human resource management – the work with your colleagues• It answers for example to these questions• How many vets we need at our clinic?

• How many today? Tomorrow? Next week? Next month?• How many vets we can afford?• Which time those vets should be here?• Do we need veterinary nurses? How many of them?• Do we need another a practice manager?• Do we need some other staff?

• It helps to get the best out of your colleagues• It motivates them to give their best to your clinic

Financial administration• Taking care of the money flow at the clinic• Billing• Purchases• Payments

• Accounting, bookkeeping (or buying it as a service)• Paying salaries • Monitoring the bank account balance

Marketing & sales • Also the veterinarians need today marketing & sales!• Direct marketing to own clients• SMS, email, letters• Relevant reminder

• Social media• Visibility in the search engines

How about the workflow?Let’s take another viewpoint.

It’s aboutManaging the process

It’s aboutManaging the process

Scheduling Reason for the visit Treatment Documentation Quality Billing Happy client

It’s aboutManaging the process

Scheduling Reason for the visit Treatment Documentation Quality Billing Happy client

It is a customer service process.

It doesn’t end there.

It’s about managingthe continuous healthcare

It’s about managingthe continuous healthcare

It’s about managingthe continuous healthcare

It’s about managingthe continuous healthcare

It’s about managingthe continuous healthcare

The subject still expands.

Remember the network around you.

Your practice

Pharmacies

Othervets

Laboratories Insurance companies Wholesalers

Pet shops

Pet food providers

SheltersYour bookkeeper

Software vendorUniversities

Breeders

Not just the visible networks.Now there are non-visible networks too to manage.

So, that was what we’re talking about in practice

management.

@jhhuttunjanne.huttunen@fns.fi

+358 40 589 2468