Vet Clinic Client Research – Dr Francesca Brown’s latest research – part 2
Vet Clinic Client Research 2022
What is really important to clients (pet owners) when they visit a veterinary clinic?
What changes can vet clinics make that will show up on the bottom line as an investment?
Dr Francesca Brown is a qualified veterinarian, who graduated from Massey University in 1998 with a Bachelor of Veterinary Science degree. In addition she holds a Bachelor of Science, National Diploma in Adult Education and Training, Certificate in Mata a Ao Māori, Graduate Diploma in Sustainable Practice and a Master of Professional Practice (Distinction).
Since graduating and gaining experience in clinical practice she moved to education and then leadership in Allied Veterinary Professional education, at both Otago Polytechnic, as the Head of the School of Veterinary Nursing and nationally as the Chair of the Educational Standards committee for Allied Veterinary Professionals.
Over her career Dr Francesca’s seen first-hand, and through her network of colleagues in the industry (both vets and allied veterinary professionals), the significant challenges faced to personnel.
Today she talks with Julie South about one of her most recent research projects – which she expects to publish in early 2023 – Veterinary Client Storytelling.
NZ Veterinary Association Inaugural Wellbeing and Business Symposiums
When:
Wellbeing Symposium: Tuesday 8 November (8am – 5.30pm) – Wednesday 9 November (8am – 1pm: includes lunch)
Business Symposium: Wednesday 9 November – Thursday 10 November
Where:
Rydges Latimer – Christchurch
Investment:
$960.00 for two events across three days
Find out more and/or register at NZVA Events website.
What’s important to veterinary clients when they visit a vet clinic?
Listen as Dr Francesca discusses the following questions and top level ‘more research required’ topics.
- The importance of training front line staff.
- Regarding staff training as an investment, not a cost.
- A valuable strategy vet clinics can copy from dental clinics to help improve their bottom line.
- How important (or not) is pet insurance?
- How the 20 / 80 Pareto Principal plays out in clinic and how you can implement strategies to get more clients like the 20% you currently have who’re bringing in 80% of your turnover.
- The importance of putting the fee where it should be (intellectual property and capital) not with meds.
- What to do when clients have referred to Dr Google.
- The similarities between vet clinics and midwifery clinics that affect the bottom line and clients having a positive experience.
- What would have been helpful for Dr Francesca to have heard / been taught, as a vet student.
- What clinical auditing could look like to help improve vet clinic client satisfaction.
- The importance of reverse-engineering what happens when things go wrong to ensure no repeat performance.
- The difference between having values on the wall for all to see and those clinics that live their values.
- How growing clinics use feedback – positive and negative – to propel them forward.
Previous episodes with Dr Francesca Brown
Episode 028 – Research – pt 1 – is it possible for New Zealand vet clinics to have healthy staff and a healthy bottom line?
Episode 029 – pt 2 – Research – is it possible for NZ vet clinics to have health staff and a healthy bottom line?
Episode 049 – Q&A with Drs Francesca Brown, Rose Unsworth, Liza Schneider – where and how to start with being a sustainable vet clinic
Episode 100 – Research – What do vet clinic clients really want – part 1
