Claws & Paws Veterinary Hospital®MOVING FORWARD…

(JUNE 18, 2013)

Notes Please don’t eat other people’s food and if you do, throw away the

empty container when you’re done.

Read the chart thoroughly anytime a pet is boarding to make sure we are getting everything completed while the pet is here. One pet was in two weeks in a row for boarding and the owner asked for a UA on both visits. It was not done either time, even though it was clearly marked on the chart both times.

Dentals – a product of the owner’s choice is to go home with the pet after dental is complete. This is included in the charges.

Please make sure you are writing everything down in the chart. Suzanne Thomas’ dog has staples that came out and it we replaced them. The record doesn’t say who replaced them or that a doctor even looked at the dog.

New Acupuncture release form. Needs to be signed each time the client visits. It has been created.

What to Expect Today It’s not going to be easy

We’re going to be honest

We’re all going to contribute

We’re going to be blunt at times

We’re not going to offend or attack others

We’re not going to be offended by what is said

We’re going to walk away from today’s meeting with a renewed

outlook for what we are doing here

Let’s get excited!

The First Blunt Thing of the Day

If you’re not 100% happy here at Claws &

Paws Veterinary Hospital®, we need to see

about getting you there or you should really

look for someplace where you can be 100%

happy. You are doing a dis-service to both you

and us if you stay here when you’re not happy.

What Can You Expect?

You may be asking yourself: What’s in it for me? A place where everyone is happy A place where everyone enjoys coming to

work A place where we can make a difference in the

lives of our clients In the long run, a place where we can all make

more money

What is it we are doing?We really need to be giving our clients everything we’ve

got; more than they expect A place where everyone is happy Making sure every single service their pet is due for is

completed, or at least communicated with them so they can make the decision to move forward or not.

We should be going over their record completely with a fine-toothed comb to make sure we are not missing something – whether in person or on the phone

We should be offering them everything and doing what is best for their pet

“

”

Mission Statement - Our mission here is to provide your pet with the best possible care. From surgery to senior wellness, we want to help ensure that your furry friend is as happy and healthy as can be.

The Veterinarians here at Claws & Paws Veterinary Hospital®, working under Dr. Julie Wickel, are highly skilled in diagnosis and are knowledgeable about the most advanced and best treatment options available for your pet.

Provide, Best Possible Care, Happy, Healthy, Highly Skilled, Most Advanced & Best Treatment Options

“

”

Our Philosophy - We have started a veterinary hospital because of our love and compassion for the well being of animals. Each day we will strive to provide the highest quality of medicine and service to all patients and their owners. After a client has been seen, we want that person to feel that their “baby” has been pampered and spoiled. Our goal is to be as well known for our courtesy and compassion as we are for our high quality medicine.

Love and Compassion, Strive to Provide, Highest Quality, “Baby” has been Pampered and Spoiled, Know for Courtesy and Compassion.

So, What Are We Doing?

Let’s reduce what we’re doing right now down to one

simple statement

it has to be memorable and portable

In doing so we can remove all the other

extemporaneous, useless noise

So, “What are we doing?”

Let’s get this written down on the big board.

We will be able to refer back to this.

Why Are We Doing It?

Why did we come here in the first place (not Claws &

Paws, but the veterinary field)

What is the motivation to do the best we can

Why should we make a change

Let’s get this written down on the big board.

We will be able to refer back to this.

Where Do I Fit In?

What is your core responsibility

What is your critical role

What is your unique contribution

Create mission statements for each job position

(we’ve done this)

You Each Have a Card with Your Personal Mission Statement

You can (and should) refer back to these.

Our Motivation (to do a great job)

Keep our job

Helping pets & clients

Having the pets feel loved & secure

To better ourselves (pride)

Happy working environment

Receptionists

You have the most important job in the practice. Clients talk to you on the phone, then talk to you here before anyone else. You are the last ones they talk to before they leave. Your top priority is making our clients happy by keeping them in the loop about time delays, fee estimates and anything else they are concerned about. Know their names and know their pets names. Welcome them by name as they enter and tell them you look forward to seeing them again when they leave. Be friendly to your co-workers, you need them. They need you..

Technicians

You have the most important job in the practice. Clients tell you things that they don't tell the doctor. They place the well being of their beloved pet into your hands. Your top priority is the health of that patient. Listening and documenting are very important in your position. Be on the same page with the patient, client and doctor. When any of these are not communicating well with the other, it is your job to make sure that the doctor understands the client and that the client understands the doctor. And, when you observe something in the patient that no one else has seen or have heard something from the client not told to the doctor, you must bring it to the doctor's attention for the well being of the pet. The pet's life is in your hands. Be friendly to your co-workers, you need them. They need you.

Kennel Technicians

You have the most important job in the practice. Our clients form a bond with you unlike any other in our practice. Your top priority is the health of the patient when boarding here with you. Your 2nd highest priority is to communicate with clients about their pet's stay (how much they enjoyed it and how well they did) and answering any questions they have. When you see anything out of the norm for that pet, bring it immediately to the attention of a doctor. Our clients depend on you to take as good care of their pet as they would! Be friendly to your co-workers, you need them; they need you.

Management

You have the most important and difficult job in the practice. Keep Julie & Willie happy, keep the clients happy; keep the employees happy. That's it. Be friendly to your co-workers, they need you. You need them.

Today’s Accomplishments

We’re going to set our own “Standards of Conducts”

We’re going to agree to follow them, because we set them

We agree to hold each other accountable when we see the standard not being withheld

We agree not to get upset or take offense when someone “calls us” on a standard we failed to uphold

We agree that we will help pick up the slack for others who are living up to the standards i.e. answering the phones, help other clients, etc

Standards We All Set for Ourselves Let Gerry know of inventory issues, before we are completely out

Enter Reminders verified & No Services needed. Even on food & medication purchases.

Reception put red & yellow sheets in files

Technicians update red & yellow sheet and reminders in computer

In the morning, technicians assist receptionists with check-in of patients, until 2nd reception arrives

Clean the room after your appointment! Floor, walls, cabinets, counter and scales. Leave light on and door open until completed

Check with everyone before leaving to see if they may need help.

Try to muli-task and take care of your area (cleaning) so we can all go home in a timely manner.

Standards continued… Double-check cash files before filing!

Respond to co-worker’s in a timely manner, who request to have a schedule change, even if the answer is no.

Make sure the prescription requests are getting filled. Write these in the patient files.

Help reception check out clients if they need help

Improve discharge procedures (surgery release).

Goals for the Year

Keep them few in number

Make them “SMART” Specific

Measurable

Actionable

Realistic

Time-Bound

Write them down

Review them frequently

Share them

Goals for the Year, cont…

Increase clinic revenue by five percent (5%) (from now through Dec)

Increase Google and Yelp Reviews by 100 total reviews (by Dec 31st)

Increase client retention

Attention to Detail (eliminate 90% of staff errors on patient records)

Ask 100% of the people requesting their records, why they are leaving

Let’s list out some other goals you all think we should achieve

Get participation from at least 50% of staff in future Educational Tracks

We will re-address these in future Team Meetings – track ourselves

Educational Tracks

It will be a virtual tour of the facility and we need volunteers to be stationed in several locations: Receptionist

Exam Room

Treatment Areas (lab work, dental, doctor with patient)

Surgery

Radiology

Kennel (probably in the cat room)

Improve Reviews

A little discussion on how Google now incorporates all kinds of factors into their SEO.

We are implementing a new Review Program in order to improve our ratings on Google & Yelp.

Program details Every time we increase the number of reviews

by 50, we’ll draw a name

The winner gets…an Apple iPad Mini

If a client reviews us on Google and Yelp, they double their odds of winning

Extra Curricular Activities

Two Kickball games this Sunday 2:00p & 5:00p

Summer Bar-B-Que Saturday, August 3rd After Work until???

At the Wickel’s House

Mobile App has a new Emergency Clinic tab – it will allow navigation from a GPS enabled Smart Phone. I’ll hopefully finish this up in the next day or two.