how to own the exam room

HOW TO OWN THE EXAMINATION ROOM

Dennis M. McCurnin, DVMDiplomate, ACVS

Louisiana State University

CLIENTS WANT:

ConvenienceConvenienceFull serviceFull service

Pos.AttitudePos.AttitudeEfficiencyEfficiency

ValueValueBe rememberedBe rememberedCommunicationCommunicationQuality/cleanlinessQuality/cleanliness

IT’S NOT WHAT THEY

RECEIVE, BUT WHAT THEY

PERCEIVE

USE TECHNICIAN’S ENTRANCE TO EXIT

FINANCIAL SUCCESS

Use of Techs improveprofitability of practice.

Use tech in exam room also due to liability.

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

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!

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

1. INTRODUCTIONS

2. TALK/TOUCH PET (History)

3. DO SOMETHING

COMPLETE MEDICAL RECORD IN FRONT

OF CLIENT

VALUE OF MEDICAL RECORD SYSTEM

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.

4. SAY SOMETHING

MULTIPLE OPTION MEDICINE

vs EITHER / OR MEDICINE

SERVICE OPTIONS

91% WILL SELECT THE FIRST OPTION

ALWAYS GIVE BEST FIRST

IMPROVE EXAM ROOM COMMUNICATIONS

ObserveObserve ListenListen Check sheetCheck sheet Show/tellShow/tell

ComputerComputer

Repeat message 4 times Repeat message 4 times

5. SHOW SOMETHING

DON’T MAKE DIAGNOSIS TOO QUICKLY

6. GIVE SOMETHING

INFORMATION

7. LISTEN

MAINTAIN EYE CONTACT

(Add color of client’s eyes to visit record)

LISTEN FOR KEY WORDS

USING LEADING QUESTIONS

Should we consider Should we consider handling this by…handling this by…

ALLOW SPEAKER TO FINISH THEIR

THOUGHT

TYPE “A” PEOPLE WANT TO TALK

8. COMPLIMENT

9. HAVE I ANSWERED ALL YOUR QUESTIONS?

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

FEEDBACK

FOLLOW-UP INFORMATION

CALL THE CLIENTDo not say: “If the test is

negative, I won’t call.”

Questions?