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Staff Management Committee Joanna Bassert, VMD,
Chair Lori Renda-Francis, MA,
BBA, LVT
_________________________
Consultants: Jim Nave, DVM Jim Dee, DVM Patrick Navarre, BS, RVT
Guy Hancock, DVM, MEd Carol Schubert, CVT, MBA Nancy Shaffran, CVT, VTS
(ECC)
Dennis McCurnin, DVM, ACVS Karen Felsted, DVM, CPA
NCVEI StaffHoward Rubin, CEO & Cheri Kowal
Bill Cummings, Kerric Tratt
OverviewNCVEI Website
VeterinariansPractice Owners Practice Managers
StaffKennel Assistants,
Veterinary Assistants, Receptionists,
Office Managers, Credentialed Veterinary Technicians,
Practice Managers
Tools:1. Efficiency2. Utilization3. Benefits/ rewards4. Affirmation5. TurnoverPlus 12 others
Vet Link
Tools:1. Efficiency*2. Utilization3. Benefits/ Rewards*4. Affirmation
Staff Link
Why is Staff Management Important?
Client Compliance Study
0%10%20%30%40%50%60%70%80%90%
100%
DVMonly
DVM &Staff
Mostlystaff
compliance
Compliance was 50% in DVM only
Rose to 80% where staff was primarily responsible for client education.
A 60% gain!!!!
From “Compliance” by Hill’s with chart from The Path to High Quality Care” AAHA 2003
Better Medicine, Better Economics
Sample Calculation on Economic Impact
Heartworm PreventionNo. of DVMs 1No. of Patients 1500Dog Patients 990Annual HTW Rx/dog $74Gross at 50% compliance $36,630Gross at 80% compliance $58,608Difference $21,978
Repeat the compliance gains for:
DentistryPrescription dietsFlea controlVaccinationsFollow-up visitsTx of chronic conditions
Benefits of Compliance
Better care for the animals Increased client satisfaction Increased staff satisfaction and
morale Economic benefits to the practice
Old Imperial System
Veterinarian as Monarch
Employees as subjects or servants
QuickTime™ and aTIFF (Uncompressed) decompressor
are needed to see this picture.
Team Approach
QuickTime™ and aTIFF (Uncompressed) decompressor
are needed to see this picture.
Team Approach
Apollo 13Every team member
has important rolesEvery team member’s
contribution is critical to mission success
QuickTime™ and aTIFF (Uncompressed) decompressor
are needed to see this picture.
Which Competes Best?Which Delivers Better Care?
QuickTime™ and aTIFF (Uncompressed) decompressor
are needed to see this picture.
QuickTime™ and aTIFF (Uncompressed) decompressor
are needed to see this picture.
Which has a more satisfying role for non-veterinarians?
www.NCVEI.COM
Utilization Tool
Today’s Results…
Are you more inclined to use or re-visit the NCVEI web site and tools?
Do you think the NCVEI tools can help your students and graduates?
Will having your staff use the staff tools help you?
Give us your email…We want to get your feedback on the Staff
Utilization messaging.
Do the messaging and resources help you make changes, and if not, how can we
improve them?
www.NCVEI.org
