Owning the exam room (Proceedings)

Step One: Know yourself

Meyers Briggs Personality test

Cloud's seven personality types

• Dr. Wonderful

• The Primal Donna

• The Investigator

• One gear

• Short Fuse

• The Jailer

• The Wrestler

Step Two: Review the history of "communicating the exam room"

Ross Clark exam room protocol

Hills Arthur Anderson "Ideal client survey"

Ross Clark Ten-Step Protocol

1. Present yourself as a medical professional

2. Touch and talk to the client and the pet

3. Do something medical

4. Be an active listener

5. Say something

6. Show and tell

7. Give something

8. Compliment clients about their pets

9. Give clients best options first

10.Close with have I answered all of your questions

Hills "Ideal Client Survey" conducted by Arthur Anderson

1. Answer my questions

2. Articulate likely outcomes

3. Explain all of the available alternatives

4. Articulate the diagnosis

5. Explain what will be done or what has been done to my pet.

6. Perform unhurried exams

7. Calm the pet

8. Is friendly and courteous

9. Demonstrated bedside manner

10. Demonstrates concern for me and my pet

Step Three: Give the client a plan for prevention

Exam report card that summarizes today's findings and what needs to happen next

Prioritize follow-up treatments plans

• Next vaccinations

• Next dental cleaning

• Next heartworm test

• Next blood screen

• Rechecks

Write down for the client?

• Your rule/outs.

• Where to find information-your website.

• Aftercare instruction

• Who and when to call?

Step Four: Learn about your opponent in the exam room.

Step Five: Know your audience (Beyond Mauve wall)

What do women want from their veterinary visit?

• Sensitivity from their providers

• Look and act professional

• Exceed women's expectations

• Mind body and spirit

• Access and conveyance

What do men want from their veterinary visit?

• Men won't ask

• Men want to talk about themselves and their pets

• Men want to bury feeling

Step Six: Do the simple things correct, over and over again

Make sure the hospital is clean

Start with the outside

Make sure the exam room is in good repair

Make sure the hospital is not cluttered

Step Seven: Look and act like a professional

Step Eight: Review the script

New client, who referred, what is the name of the referring clients pet and what problems does it have?

If existing client, review the file before entering the exam room

Step Nine: Break down barriers

Step Ten: Act like you have all the time in the world

Step Eleven: Learn to listen

Step Twelve: Use clients and pets name over and over

Step Thirteen: The body doesn't lie?

• Palms up commonly demonstrates openness

• Palms down often communicates immediate authority

• Clenched hands indicate marked hostility

• Clasping your hands behind your back signals authority and superiority

• Covering your mouth with your hand communicates that you are lying or lack self confidence

Listener's impressions of you!

• 7 % by the content of what you are saying

• 38% by vocal characteristics; tone, volume, pace

• 55 % facial expressions and body movement

Step Fourteen: Use the silver bullets "the magic pills"

Step Fifteen: Avoid Negative traits

• Tasteless behavior

• Profanity

• Taboo subjects

• Criticism of staff

• Tone of the Room