Employee retention is an essential component of success for any veterinary practice. High turnover rates can disrupt workflow, impact client satisfaction, and hinder business growth. In this article, we’ll explore effective strategies to help you retain talented professionals whose contributions help maintain a thriving practice.
A Comprehensive Strategy
When your veterinary practice faces retention issues across the board or deals with high turnover in numerous roles, you need to zero in on the factors influencing both retention and staff turnover that have the greatest impact on the entire team. This includes the following:
Compensation
High turnover suggests that employees perceive their basic needs are not being fulfilled. A central need, of course, is compensation. Ensure that your salary and benefits packages are in line with industry standards and reflect the value of your employees’ contributions. Additionally, consider implementing performance-based incentives and bonuses to reward top performers and incentivize excellence.
Teamwork
Once this basic need is met, practices can prioritize factors that prevent turnover and foster retention. Teamwork takes center stage here, as a cohesive team dynamic is essential for all staff members. Offering scheduling flexibility and diverse job duties, along with promoting employee well-being, further solidifies staff satisfaction.
Career Growth Opportunities
Addressing these factors should already lead to a notable improvement in retention rates, but further steps can be taken to boost loyalty and improve employee satisfaction such as professional development and career growth opportunities. Provide ongoing training and support for skill development, offer mentorship programs, and encourage employees to pursue continuing education and certifications. Invest in their professional growth, and they will be more likely to stay and grow with your practice.
Staff Check-Ins
Finally, be sure to schedule regular check-ins with your team members to discuss their goals, provide constructive feedback, and address any concerns they may have. Create a supportive environment where employees feel comfortable sharing their feedback and ideas for improvement.
A Role-Based Strategy
For practices experiencing high turnover in specific roles, a role-based approach allows for targeted retention strategies tailored to the needs of those roles. Identify the reasons behind the turnover in these roles, whether it’s workload, lack of support, or insufficient training.
Provide adequate training and support for employees in these roles to ensure they feel confident and capable in their positions. Offer mentorship opportunities and assign experienced team members to provide guidance and support to newer employees.
Address workload issues by redistributing tasks or hiring additional staff to alleviate pressure on employees in high turnover roles. Implement efficient workflows and protocols to streamline processes and reduce stress on the team.
Offer incentives and rewards specific to the roles experiencing high turnover. This could include performance-based bonuses, recognition programs, or opportunities for advancement within the practice.
Reducing turnover and inspiring retention in your veterinary practice requires a comprehensive approach that addresses the needs of the entire team as well as specific roles experiencing high turnover. By fostering a positive work environment with a staff that functions as a team, offering competitive compensation and benefits, providing opportunities for professional development, and implementing targeted retention strategies, practices can create a workplace where employees feel valued, engaged, and motivated to stay for the long term.
The field of veterinary medicine is experiencing advancements in new technologies as well as improvements in more established ones. These technologies have made veterinary practices more efficient, and they’ve improved client relationships and patient care. Here are some key technologies that veterinary practices can adopt to enhance their operations and free up staff to focus on quality care.
Practice Information Management Systems (PIMS)
Also known as veterinary practice management software, PIMS is the backbone of a modern veterinary practice. These systems help manage patient records, appointments, billing, and inventory. PIMS streamlines administrative tasks, boosts operational efficiency and revenue, reduces paperwork and manual data entry, and improves patient outcomes and client satisfaction. All of this allows veterinary staff to spend more time on patient care and client interactions. With PIMS, practices can easily access patient history, medical records, and treatment plans, ensuring a more comprehensive and coordinated approach to healthcare.
Telehealth
Implementing telehealth technology allows veterinarians to consult with clients remotely, reducing the need for in-person visits. This not only makes veterinary care more accessible but also helps with triage and follow-up consultations. Telehealth can be especially valuable for clients in remote areas and for follow-up discussions, improving client engagement and satisfaction. Usable telehealth tools include email, text messaging, and video call applications as well as more sophisticated telehealth software options or platforms.
When practices provide telehealth services, they are able to charge for their time and expertise while retaining clients that might otherwise have turned to direct-to-consumer telehealth companies for the sake of convenience.
Online Scheduling
Online scheduling systems simplify the appointment booking process by offering a user-friendly platform that allows clients to book appointments at their convenience. This has the added benefit of reducing phone calls and administrative tasks. Additionally, some online scheduling systems have a waitlist option to backfill last-minute cancellations by immediately alerting the first person on the list via email or SMS message. This not only boosts efficiency but also improves the client experience by providing a seamless booking process.
Practice-Linked Online Pharmacies
Online pharmacies ensure that clients have easy access to prescribed medications and products, while also allowing the practice to monitor and manage inventory more efficiently. Clients benefit from the convenience of having their pet’s medication delivered to their doors, while practices can generate additional revenue.
Social Media and Marketing
Social media platforms provide an effective way for veterinary practices to engage with clients and the community. Successful social media marketing helps practices build their brand, share educational content, and connect with clients on a more personal level. Regular updates on social media can also keep clients informed about special offers, events, and important pet health information.
Consistent engagement is key when it comes to success on social media, but if this seems like a daunting task, consider using a social media management platform. Through these platforms, you can schedule posts ahead of time on the networks of your choice. Most of these platforms also offer trend monitoring and insights so you can assess the reach and impact of your social media account.
Controlled Drug Management
Tracking controlled substances is required to adhere to Drug Enforcement Administration and state reporting requirements. This has been done traditionally with paper-based logs, which are prone to a variety of flaws, such as gaps in entries or getting misplaced. By implementing controlled drug management systems, practices can streamline this workflow while maintaining strict compliance with regulations and tracking the use of controlled substances. These systems reduce the risk of diversion and ensure that these drugs are only administered when necessary. This not only enhances legal compliance but also safeguards patient well-being.
AI for Routine Tasks
Artificial intelligence can be a game-changer for practices. AI-driven software can automate and streamline repetitive and time-consuming tasks, such as appointment reminders, billing, record-keeping, and refilling prescriptions. This frees up staff to focus on more critical aspects of patient care and client interactions. Keep in mind that team members will still need to review and confirm the accuracy of responses generated by AI.
AI for Diagnosis
AI is being increasingly used to aid in the diagnosis of medical conditions in pets. Machine learning technology can analyze medical images, lab results, and patient history to provide more accurate and timely diagnoses. This technology can result in better patient outcomes by enhancing diagnostic precision and expediting treatment processes.
Digital Radiography
Implementing and maintaining digital equipment can be costly, but compared to traditional film-based radiography, digital systems offer faster results, lower radiation exposure to both patients and staff, and the ability to easily share and store images. Digital radiography not only improves diagnostic accuracy but also enhances client communication by allowing them to view and discuss their pet’s X-rays with the veterinarian.
Veterinary practices that embrace the above technological innovations are not only putting themselves in advantageous positions among competitors, they are providing the best possible care to patients while maintaining strong client relationships.
To provide optimal client care, veterinarian practices need to maintain healthy finances. Establishing effective financial management strategies will help clinics allocate resources efficiently, invest in quality care, and improve their overall capacity to serve their clients and their pets. Read on…
Implement a Budget and Tracking Expenses
Creating a comprehensive budget provides your practice with a road map to keep on track with goals. It allows you to plan and allocate funds strategically. Begin by determining necessary expenses, such as staffing, medical supplies, equipment maintenance, and facility costs. Be sure to regularly track and review expenses. By managing a balanced budget, clinics can ensure that funds are appropriately allocated to provide the highest level of care to their clients and patients.
Optimize Revenue Streams
Your clinic can optimize revenue streams by setting competitive and fair pricing. Additionally, you should regularly review your clinic’s fee structures and evaluate the potential for additional revenue streams, such as retail sales of pet products or providing specialized services. Effective communication between staff and clients regarding the value of services provided can also contribute to revenue growth. By optimizing revenue streams, clinics can reinvest in their technology, infrastructure, and staff training, all of which ultimately benefit the overall quality of care.
Manage Inventory and Supply Costs
Efficient inventory management systems help to minimize waste, prevent overstocking, and avoid expired or outworn supplies. A few ways to achieve this include:
Periodically review supplier contracts and negotiate favorable terms to lower costs.
Consolidate orders or join group purchasing organizations (GPOs) to take advantage of volume discounts.
Explore opportunities to collaborate with pharmaceutical companies or suppliers to obtain cost-effective medications and medical supplies.
Invest in Technology and Equipment
Investments like advanced diagnostic equipment, electronic medical records systems, and telemedicine platforms can streamline operations, improve accuracy, and improve the overall patient experience. Though they may require a significant upfront investment, they can lead to more efficient workflows and lowered overhead costs, as well as increased peace of mind for clients. It’s also important to stay informed of emerging technologies within the industry and make informed decisions about investments that will ultimately benefit client care as well as the financial health of your clinic.
Build Strong Client Relationships
When you cultivate trust and communication with clients, your practice will reap the benefits, including repeat visits, referrals, and a positive reputation within the community. Communication strategies such as transparent discussions about fees and payment options will help manage expectations and reduce miscommunications regarding financial responsibilities. Offering payment plans can also support clients in taking care of their end of financial obligations. Prioritizing communication with clients helps to build trust and foster long-term partnerships. This, in turn, contributes to financial stability and helps enable your practice to deliver exceptional client care.
Veterinary practices that provide award-winning services don’t hesitate on the small stuff – the over-and-beyond touches that make them stand out and keep clients coming back. The customer service tips below might not be groundbreaking, but when implemented on a regular basis, you’ll create positive experiences and gain repeat clients, who will likely spread the word to their friends and communities.
First Impressions and Communication
A common grievance reported to veterinary state medical boards is lack of communication. To avoid this fate, make a good impression when a client visits for the first time by:
Introducing them to the team that will be caring for their pet
Signing them up for any means you’ve established for clients to communicate with you, such as an online portal
Offering them a welcome packet that includes details about your clinic, services offered, emergency contact information, where to find additional information about pet care, and a welcome letter
Create a Loyalty Rewards Program
Clients who follow your suggestions, properly care for their pets, and continue to bring their business to you are deserving of some perks, and a loyalty reward program is just the ticket. Whether they can be used for product or service discounts (or both) is up to you, but a loyalty program can be an effective vehicle in retaining clients.
Follow Up in a Meaningful Way
If you want a client to feel especially cared for, be sure to follow up on their pet after they’ve come in for an illness or procedure. At the minimum, follow up with a standard phone call one to three days after the visit, depending on the procedure. This also keeps you informed of the pet’s progress and client compliance of aftercare. If you want to add an extra personal touch, send the client a “get well soon” chew toy or catnip mouse for their pet.
Take Notes
Just as we appreciate when doctors remember something specific to us, clients appreciate when their vet remembers something specific to their pet, so take note of anything that stands out during routine check-ups. Do they like to be scratched behind the ears or on the belly? Is there a certain treat or toy they love? Jotting notes in a patients’ records about their likes and dislikes can help you create a personalized experience for your clients.
Create a Social Media Presence
Social media is a powerful tool that can help personalize your practice and communicate with your community. Share information like helpful tips for pet owners and any changes to hours or services. You can also post pictures of pets (provided the client has signed a photo release form), and encourage pet owners to post their own pictures and tag your practice.
Make a Memorial Donation
Establish a way to demonstrate your sympathy when a pet dies. While most practices send sympathy cards, you can go above and beyond by making a small donation to an animal charity fund in the pet’s name. You could also have a tree or flower planted in the pet’s name.
Implement a Referral Program
Referral programs can include simply sending a thank-you card to a client who sent a referral your way, or it can be as involved as sending a small gift of thanks for the business sent your way. You could provide new clients with a $10 discount and post a $10 credit to the referring client’s account. If you want to take it up a notch, you could give a different gift each time for repeat referrals to keep the program updated and worthwhile to the client.
It’s no secret that inventory costs, payroll demands, and overhead expenses are climbing due to inflation, supply chain issues, gas price hikes, and a broad staffing shortage. Thus, prices are going to need to increase in order to maintain profitability and stay afloat. Read on for industry-specific challenges and how to solve them while remaining dedicated to offering quality care.
Trim Payroll Expenses
Day-to-day practice management continues to be affected by staff shortages, a competitive hiring environment, and higher payroll expenses. You’ll need to make the judgment for your own practice about trimming payroll. It may mean cutting some hours for staff whose jobs can be done in a shorter amount of time, or it may mean letting go of staff whose contributions no longer serve your practice.
Reduce Inventory Overabundance
Pricing is higher in just about every category. Any steps you took to prepare for expected higher expenses likely didn’t cut it, and your bottom line is feeling the effects. Think about the medications you offer, and rather than trying to stock a small pharmacy, pick just a handful that are most in demand, and that the majority of your staff can get behind.
Offer More In-House Services
While now might be a good time to scale back your in-house pharmacy offerings, it could be an optimal time to invest in new equipment so you are able to offer more services to your clients. Think about lab services that you’ve been neglecting or outsourcing: cytology, urinalyses, and fungal cultures to name a few.
Raise Prices
Increasing prices can be tricky, and it can be done incorrectly, so you need to be thoughtful about how to go about raising prices. The last thing you want is for clients to feel that you’re insensitive to their financial reality. You’ll want to pinpoint areas where it’s defensible to raise fees by just a small amount. This will vary across practices, but even a small amount can make a difference. For instance, given today’s supply chain issues and energy costs, it makes sense to focus on items and services that rely on transportation and energy consumption. Whatever your focus, forgo large fee hikes for small and steady increments.
Show Appreciation for Clients
Make sure your clients know that despite the current rocky economy, your priority is to serve them and their pets with the high quality of veterinary care they’ve become accustomed to when they visit your practice. Most clients will understand that in order for your doors to stay open, prices may need to inch up. Still, you’ll want to show appreciation for a client’s loyalty and the opportunity to care for their pet. You can also instruct staff to share information about preventative care plans, pet insurance, and third-party financing to help pet owners handle the cost of care.
The pandemic ushered in a new era now referred to as the Great Resignation. A record number of American workers quit their jobs in 2021, many of them with no immediate plans to return to the workforce—they’re taking care of family, retiring early, living on savings, or reassessing their professional paths in light of living through a pandemic. The challenge now, for veterinary practice owners, is to halt this trend as it affects the veterinary industry. Read on to learn why workers are leaving, and what you can do to keep valuable employees on staff.
Who is Leaving the Veterinary Industry?
The labor market has seen the most quits among in-person positions as well as jobs with relatively low pay. In veterinary practices this translates to customer service staff and technicians. Low wages, overwork, and additional costs attributed to things like continuing education requirements and license renewal are some of the reasons they are leaving the industry. According to a 2007 study published in the Journal of the American Veterinary Medical Association, credentialed technicians have a considerable impact on a practice’s gross revenue. Yet the U.S. Department of Labor cites the median hourly pay for a credentialed technician is just $17.43 an hour, which may not be reflective of the monetary value they bring to the practice.
Quitting is About More than Compensation
It’s no secret that living through a worldwide pandemic for the past two years has caused people to reevaluate priorities and question life goals, so it’s no surprise that compensation is not the sole reason people are leaving their jobs. A survey conducted by Gallup last year confirmed that 57% of workers want to update their skills and 48% would contemplate a job switch for the opportunity to do so. In fact, workers across a broad age range consider upskilling a top benefit. It’s worth considering how your veterinary practice values career growth as a key factor in recruiting and keeping valuable employees.
How Your Practice Can Avoid the Great Resignation
Take action. It’s clear that employees greatly value updating their skills, so focus on employee development. Have conversations with employees about specific challenges they might be facing; engage them in conversation about why they choose to stay in the industry, and on the flip side, what variables or circumstances might have them questioning that decision (then take this feedback and cultivate a workplace that emphasizes what’s working and strives to mitigate what’s not). Offer professional growth opportunities through new projects or skillsets that align with their professional goals within the industry.
Finally, turn the questioning on yourself. What new skills, roles, and services could you bring to the table to help facilitate a practice that values bettering the skillset of employees and a more fulfilling workplace?
