“It was a lot of material to digest and understand but at the end of it all I’m really feeling positive about what I’ve learned. It will be great to finally have a way of using measurable statistics to decide what I need to do to improve my business and keep my staff motivated. With practice, this will work!"
Steve Duns, DVM, Practice Owner,
Ethics for Business Survival
Friday, August 6, 2010
It will be especially useful in staff training...
“Finished study skills. It will be especially useful in staff training. I will be more aware of vocabulary and make sure everything I say is understandable by everyone. Also, make this clear when my staff is talking to clients, minimize unfamiliar words and terms."
Thomas Morrow, DVM, Practice Owner
Study Skills for Life Course
Thomas Morrow, DVM, Practice Owner
Study Skills for Life Course
"Can’t wait to get a script written and get the clients in the door!”
“This course really gets you thinking about compliance on a different level – from the standpoint of understanding how a good salesperson can dramatically affect compliance. Can’t wait to get a script written and get the clients in the door!”
Dr. Rob MacPherson, DVM, Practice Owner
Client Compliance Course
Dr. Rob MacPherson, DVM, Practice Owner
Client Compliance Course
Tuesday, August 3, 2010
Practice Tip 10 –Responsibility
VETERINARY STAFF RESPONSIBILITY
and sub-standard patient care...
Mistakes DO happen, right? But two different scenarios recently emerged with two practice owners that involved sub-standard patient care by attending staff. Thankfully the patients survived but the corrective actions required for the staff members involved were quite different. Here are the two scenarios and results.
Scenario A:
Staff member discharges a feline patient with a commonly used NSAID but miscalculates the dose. She later discovers her mistake, brings it to the practice owner’s attention and calls the client to bring the cat back in for care. Appropriate medical treatment is given and the cat survives. The staff member insists on paying the bill. The client comes into pick up her cat and brings a thank-you letter to the staff member and money to reimburse the incurred fees. The staff member refuses to accept the money but thanks the client for her understanding.
Level of Responsibility: HIGH
Result: Staff member was validated for her honesty and was corrected using established written Policy & Procedure. She remains part of the high-standards team.
Scenario B:
Staff member discharges a small canine patient with a commonly used NSAID but neglects to send the client home with a tuberculin syringe to accurately deliver the dose. She tells the client to “just squirt some in his mouth”. The client follows the verbal directions, over-doses the dog, and the next day brings the dog back in for medical care. Appropriate medical treatment is given and the dog survives. On questioning, the staff member shrugs the incident off and says that the client was a nurse and “should have known better”. On further questioning, the staff member admits some responsibility but is appalled that the practice owner and head-tech are accusing her of not caring”.
Level of Responsibility: LOW
Result: Staff Member was discharged from the high-standards team.
So try this next time you have sub-standard patient care:
Don’t drop your standards!
Look for an appropriate level of responsibility in the staff member. Validate their “rightness” in taking responsibility and positive action.
Correct and retain the staff member using written policy and procedure.
Replace staff member that place responsibility outside themselves.
Sounds simple? It is. Try it out and watch what happens.
Questions? Give me a call.
and sub-standard patient care...
Mistakes DO happen, right? But two different scenarios recently emerged with two practice owners that involved sub-standard patient care by attending staff. Thankfully the patients survived but the corrective actions required for the staff members involved were quite different. Here are the two scenarios and results.
Scenario A:
Staff member discharges a feline patient with a commonly used NSAID but miscalculates the dose. She later discovers her mistake, brings it to the practice owner’s attention and calls the client to bring the cat back in for care. Appropriate medical treatment is given and the cat survives. The staff member insists on paying the bill. The client comes into pick up her cat and brings a thank-you letter to the staff member and money to reimburse the incurred fees. The staff member refuses to accept the money but thanks the client for her understanding.
Level of Responsibility: HIGH
Result: Staff member was validated for her honesty and was corrected using established written Policy & Procedure. She remains part of the high-standards team.
Scenario B:
Staff member discharges a small canine patient with a commonly used NSAID but neglects to send the client home with a tuberculin syringe to accurately deliver the dose. She tells the client to “just squirt some in his mouth”. The client follows the verbal directions, over-doses the dog, and the next day brings the dog back in for medical care. Appropriate medical treatment is given and the dog survives. On questioning, the staff member shrugs the incident off and says that the client was a nurse and “should have known better”. On further questioning, the staff member admits some responsibility but is appalled that the practice owner and head-tech are accusing her of not caring”.
Level of Responsibility: LOW
Result: Staff Member was discharged from the high-standards team.
So try this next time you have sub-standard patient care:
Don’t drop your standards!
Look for an appropriate level of responsibility in the staff member. Validate their “rightness” in taking responsibility and positive action.
Correct and retain the staff member using written policy and procedure.
Replace staff member that place responsibility outside themselves.
Sounds simple? It is. Try it out and watch what happens.
Questions? Give me a call.
Thursday, July 29, 2010
"This course was great!"
“This course was great! With the drills and practicals I have gained the confidence that I can effectively deal with the staff in a fair and productive manner.
To be skilled in dealing with everyday issues is a bonus for the clinic. With the techniques learned, the staff will realize that they are important and management will take them seriously.”
Dawn Brewer, Head Tech
Hiring and Handling Personnel Course
To be skilled in dealing with everyday issues is a bonus for the clinic. With the techniques learned, the staff will realize that they are important and management will take them seriously.”
Dawn Brewer, Head Tech
Hiring and Handling Personnel Course
"I think this info will be very helpful in the future..."
“This course helped me to get a better handle on good solid ways to make plans, and then more importantly the way to see it through.
I think this info will be very helpful in the future if we expand or renovate our facility, as well as the smaller day to day issues at the clinic."
Wesley Wood, DVM, Practice Owner
Breaking The Code Course
I think this info will be very helpful in the future if we expand or renovate our facility, as well as the smaller day to day issues at the clinic."
Wesley Wood, DVM, Practice Owner
Breaking The Code Course
"These tools will help me with my position at work..."
“In the course “Ups & Downs in Life” I discovered how to spot individuals that come into life and be able to identify and label things that I see or people that I see.
I also gained some knowledge and insight of how to help when someone is an effect from bad influences in their job or being suppressed.
These tools will help me with my position at work but also through life in general."
Colleen Davis, Practice Manager
Ups and Downs in Life Course
I also gained some knowledge and insight of how to help when someone is an effect from bad influences in their job or being suppressed.
These tools will help me with my position at work but also through life in general."
Colleen Davis, Practice Manager
Ups and Downs in Life Course
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