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Interactive Workshop: State
- f the Profession from a
General Practice Perspective
Karen Faunt DVM, MS,
- Dipl. ACVIM
Interactive Workshop: State of the Profession from a General - - PDF document
Interactive Workshop: State of the Profession from a General - - PDF document
4/23/2014 Interactive Workshop: State of the Profession from a General Practice Perspective Karen Faunt DVM, MS, Dipl. ACVIM VP Medical Quality Banfield Pet Hospital Our Shared Goal 1 4/23/2014 Choices Choices 2 4/23/2014 Design
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Design Thinking Process
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7
Banfield by the Numbers
Pets
- n Optimum
Wellness Plans
DVM’s Average age
- f associates
Pet visits Hospitals nationwide
850
Female Associates hired per year Total associates CTS associates U.S. hospitals
850
Female
Veterinarians
Pet visits
Elements of Preventive Care
8
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What We Do
SICK PETS LAB EMERGENCIES WALK-INS SURGERIES DENTISTRY X-RAYS X-RAYS WELL PETS EUTHANASIA
Referral Analysis
Banfield recently conducted an analysis to gain insight into the referrals pet owners receive from their primary provider.
- March 2013 AA&U Study data
- Analyze questions related to referrals:
- How frequently referrals are given
- Why referrals are given
Objective Methodology
4/7/2014 10 CE Overview
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AA&U Methodology
CE Overview 11
- Online Survey
- 25 minute length
- US National Recruitment
- Target Criteria
- Online Panel
- Age 18-69
- Own at least one dog or cat
as a pet (natural fallout between the two)
- Involved in making decisions
about their pets’ veterinary care
- Have taken their pet to a
veterinarian at least once in the past 12 months
- Fieldwork 03/01/13 – 03/7/13
- Competitive Context
- VCA Animal Hospitals
- National Veterinary Associates
- Other veterinary providers
- Sample Sizes
- Total n=2000
- Aware of Banfield n=814
- Banfield Recent Visitors (visited
in the past 12 months) n=361
- Banfield Triers (ever tried
Banfield) n=458
- VCA Triers n=325
- NVA Triers n=285
- Independent vet triers
(“Others”) n=1759
Key Referral Findings
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Reasons Banfield veterinarians refer Services needed How do Banfield veterinarians differ from other veterinarians?
- 18% of Banfield clients say they were referred
to another vet at least once in the past 12 months
- Lower rate than cited for VCA and NVA
- Higher rate than for independent vets
- Services we can not provide
- Cardiology
- Behavior
4/7/2014 CE Overview 12
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4/23/2014 7 The Most Common Conditions Referred by Banfield: Behavior and Cardiology
Why referral given Banfield VCA NVA "Others" Diet 27% 12% 21% 14% Dentistry 6% 27% 18% 12% Behavior 24% 27% 14% 8% Dermatology 9% 15% 18% 10% Ophthalmology 12% 8% 14% 10% Surgery 9% 8% 14% 16% Cardiology 21% 4% 21% 5%
CE Overview 13 Q46 In the past 12 months, have any of these providers referred you to another veterinary service provider because they did not offer the care your pet(s) needed? Q47 And for which of the following areas were you referred from...? 13
What is: VPI
Finances # of vets Visits
- 57% increased visits
- 31% decreased visits
- Increased # of
new grads each year
- 48% increased profit
- 35% decreased profit
Source: VPI – Veterinary Economics Financial Health Study, 2014
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What is: DVM 360
Source: DVM 360 Magazine, Jan15, 2014
6 yr trend in applications
- Total apps: 29,805
- Unique apps: 6,744
2.1 applications / first year seat
Process
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Journey Mapping Journey Mapping
- Point of view
assigned by table:
– Pet – Client – General Practitioner (referring vet) – Specialist
- Time: 10 minutes
- Share highlights with
room: 3 minutes per
table
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What if…
If Anything were Possible, what Would Enable us to…
- Create better
- utcomes & better
experiences for our shared
– Clients & Pets
- 1 idea per sticky note
– Work individually – Time: 3 minutes
- Work as a table to
collate & pick top 10 ideas: 5 minutes
20
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What if: Different Point of View
- Consider additional
ideas if you were:
– Walt Disney – Bill Gates – Your favorite superhero
- 1 idea per sticky note
– Work individually – Time: 3 minutes
- Work as a table to
collate & pick top 5 ideas from both rounds
– Time: 5 minutes – Report out: 2 minutes per table
What Wows
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