how to own the exam room
TRANSCRIPT
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HOW TO OWN THE EXAMINATION ROOM
Dennis M. McCurnin, DVMDiplomate, ACVS
Louisiana State University
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CLIENTS WANT:
ConvenienceConvenienceFull serviceFull service
Pos.AttitudePos.AttitudeEfficiencyEfficiency
ValueValueBe rememberedBe rememberedCommunicationCommunicationQuality/cleanlinessQuality/cleanliness
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IT’S NOT WHAT THEY
RECEIVE, BUT WHAT THEY
PERCEIVE
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USE TECHNICIAN’S ENTRANCE TO EXIT
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FINANCIAL SUCCESS
Use of Techs improveprofitability of practice.
Use tech in exam room also due to liability.
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Contribution to Revenue
Results of AVMA Practice Results of AVMA Practice Business Measures Study shows Business Measures Study shows gross income increased $93, 311 for gross income increased $93, 311 for each additional credentialed each additional credentialed technician per DVM in the practice. technician per DVM in the practice.
JAVMA: 236:8, p846, 2010JAVMA: 236:8, p846, 2010
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DON’T JUST GIVE A ROUTINE EXAM, FIND SOMETHING
EXCITING TO EDUCATE THE CLIENT ABOUT.
Study NCVEI, Physical Exam was only perceived by 10% of clients!
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How To Own The Exam Room The The medicalmedical perception of the practice starts to perception of the practice starts to
develop in the examination roomdevelop in the examination room The examination room is the The examination room is the officeoffice of the practice of the practice
and must be neat and cleanand must be neat and clean The primary player is the The primary player is the client/patientclient/patient not the not the
staff and DVMstaff and DVM The examination room is an The examination room is an evaluationevaluation and and
educationaleducational facility facility The The ownerowner makes the makes the financialfinancial decisions and the decisions and the
DVMDVM makes the makes the medicalmedical recommendations recommendations Use a camera to monitor your effectivenessUse a camera to monitor your effectiveness Use “Check-In” report from computer softwareUse “Check-In” report from computer software
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1. INTRODUCTIONS
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2. TALK/TOUCH PET (History)
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3. DO SOMETHING
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COMPLETE MEDICAL RECORD IN FRONT
OF CLIENT
VALUE OF MEDICAL RECORD SYSTEM
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HISTORY & EXAMINATION
We loose more income from not We loose more income from not lookinglooking than not than not knowingknowing
Good medical history can Good medical history can increase income $100 / DVM / increase income $100 / DVM / day ($25,000 / year )day ($25,000 / year ) and can and can eliminate up to 80% of the eliminate up to 80% of the differential diagnoses. differential diagnoses.
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4. SAY SOMETHING
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MULTIPLE OPTION MEDICINE
vs EITHER / OR MEDICINE
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SERVICE OPTIONS
91% WILL SELECT THE FIRST OPTION
ALWAYS GIVE BEST FIRST
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IMPROVE EXAM ROOM COMMUNICATIONS
ObserveObserve ListenListen Check sheetCheck sheet Show/tellShow/tell
ComputerComputer
Repeat message 4 times Repeat message 4 times
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5. SHOW SOMETHING
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DON’T MAKE DIAGNOSIS TOO QUICKLY
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6. GIVE SOMETHING
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INFORMATION
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7. LISTEN
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MAINTAIN EYE CONTACT
(Add color of client’s eyes to visit record)
LISTEN FOR KEY WORDS
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USING LEADING QUESTIONS
Should we consider Should we consider handling this by…handling this by…
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ALLOW SPEAKER TO FINISH THEIR
THOUGHT
TYPE “A” PEOPLE WANT TO TALK
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8. COMPLIMENT
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9. HAVE I ANSWERED ALL YOUR QUESTIONS?
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Client Feedback Use a report card for examination resultsUse a report card for examination results (The one that really loves the pet may not have (The one that really loves the pet may not have
brought it into the practice). “Patient Explorer” in brought it into the practice). “Patient Explorer” in Cornerstone.Cornerstone.
Clients remember 80% of what they Clients remember 80% of what they seesee and 20% of and 20% of what they hear what they hear
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FEEDBACK
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FOLLOW-UP INFORMATION
CALL THE CLIENTDo not say: “If the test is
negative, I won’t call.”
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Questions?