How do you know if the team is performing well? (Proceedings)

Who should come to this session?

     • Managers

     • Owners

     • Senior vets/nurses/technicians with direct reports

     • All staff who want to learn about leading teams.

The holy trinity of delivering a successful veterinary service

For a veterinary clinic to deliver a successful and sustainable service certain things have to be in balance: People, Profit and Practice

Part 1- Profit – The Financials- turnover and profit.

     • What should we be measuring?

     • Beware analysis paralysis – there is so much information now available that it can be difficult to know what to look at. Each business will be different in what matters most.

     • The obvious – turnover, profit, average spend, client visits.

     • The not so obvious – lost charges, ratio of first to second consults, percentage breakdowns of veterinary turnover and what you can learn about your vets.

     • The Four Cs – Four deadly sins that will sink your business and how to combat them. The Four Cs are not just Dave Nicol's contribution to veterinary management theory but one of the most important business management tools you will have. If you only stay awake for one 15 minute period the entire day, then this is it!

     • How can we use this information strategically and tactically to build and run better clinics?

Part 2 – Practice – clinical quality

     • Clinical audit is one of the pillars of good practice – what is it and how can we use it? Protocols, review and feedback.

     • Generating the information – again the Four Cs referred to above come in very handy in generating data for our clinical audit – I told you it was a useful tool!

Part 3 – People – customer and staff care

     • If we aren't pleasing our clients then the rest is completely irrelevant.

     • How do we know what clients want? Market research.

     • How do we know if we are meeting their needs? Surveys, new client sign ups, complaints, one to one interviews/focus groups.

     • Some tools we can use to gauge our performance with clients – survey monkey.

     • Don't forget the staff. Retention rates, engagement, morale, motivation and management feedback?

Final destination

Getting your hands on useful information is critical to managing a high performing profitable team.