Human Resources / Health Care Team Flashcards
The shift to larger practice groups is due to?
- Explosion of veterinary information.
- Demand for more and better health care by pet owners.
- The need for more economic and efficient delivery of veterinary services.
What does the team approach allow?
Different members of the team to focus on areas of responsibilities for which they have been trained.
What does the team approach leverage?
An increase of the veterinarian’s effectiveness and productivity.
What a mission statement?
- Core values and goals.
- Philosophy
Who is part of the health care team?
- Veterinarians
- Practice Manager (may also be bookkeeper, not all have this).
- Veterinary Technicians
- Veterinary Assistants
- Kennel / Ward Staff / Patient Care Facilitators
- Receptions / Client Care Coordinators (may have them specialize).
What makes up the largest percentage of overhead in a practice?
Personnel. Thus personal management is important.
What must all personnel do to ensure productivity?
Work as a team.
Who is the most important person in any practice?
The Client!
Is veterinary medicine an animal business?
No, it is a people business!
What must every team member enjoy?
Working with and problem solving for the clients served by the practice.
What must a practice do to survive?
Offer expanded services that are competitive.
What can practices that effectively utilize techs and assistants do?
Leverage the veterinarian’s productivity.
What do most clients select a vet on?
- Word of mouth.
2. Location
How do clients evaluate the vet?
- Friendly and caring personality.
- Gentleness in handling the pet.
- Communication skills.
- Professional knowledge.
What do clients view the staff as?
An extension of the veterinarian.
The whole staff has a significant influence on?
Client perception.
I don’t care how much you know until I?
Know how much you care.
What do we do for a living?
Take care of people.
What are the 4 Keys to Good Customer service?
- Service
- Attitude
- Consistency
- Teamwork
Service
Make people happy! Give ‘em the pickle. Make sure the customer gets what they want.
Attitude
- How you think about your customer is how you treat them.
- You are the face of the company.
- Customers do NOT care about your problems.
Consistency
- There are no shortcuts.
- Great customer service is about ordinary people doing ordinary things extraordinarily.
- Set high standards, and stick to them.
Teamwork
-A team is a group of people who go out of their way to make each other look good.
Who is the boss?
The customer!
What is an energy monster?
Person with a bad attitude who brings the whole team down.
