Rochelle Michalek
Transcript of Rochelle Michalek
PAWS Chicago Lurie Spay / Neuter Clinic
“ Targeted” Free or Low Cost Spay Neuter Services – Providing a Solution to Those Most in Need.
Accessibility
Clinic is located near
the low income
communities in which
the majority of the
strays reside.
Since our Founding, Euthanasia Rates in Chicago Have Decreased by over 50%.
Lurie Spay / Neuter Clinic Services Spay / Neuter Vaccine Clinic
Dog Cat Dog Cat
Public Assist - Chicago Free Free $12 $12
Targeted Zip $35 $25 $12 $12
Ferals Free $20
General Public $75 $25 $25 $25
Key to Operating a High Volume Clinic & Providing a High Quality of Service & Care
• Defined Goals & Measurements
• High Quality of Customer Service
• Maximizing your Resources & Staffing
• Mitigate your Risk
• Working within the Veterinarian Community
Defined Goals & Measurements
• Per Day Run Rate vs. Annual Volume
• Surgical Mix – Spay vs. Neuter, Male vs. Female
• Customer Demand –Wait Time & Days
• Staffing & Resource Capabilities
• Budget & Performance Impact
High Quality of Customer Service
• Treat your customers with respect – remember they are doing the
right thing!
• Low Cost shouldn’t mean a low level of Customer Service
• Education, Education, Education – you have an opportunity, take
advantage of it!
Maximize your Resources
• Standardization in your Processes & Medical
Protocols.• Parallel Process – Multiple
Animals & Activities in every step – watch for idle
resources.• Look at the Cost Benefit of
change in it’s entirety – people, process, patient,
protocols.• Assess, Re-assess, & Assess
everything you do! Your operation changes, your staff
is your greatest source of information.
Staffing Resources
• Chief Vet has to be passionate
• Cross Train your Staff to allow for flexibility
• Highly Collaborative Team Environment
• Integrate Volunteers
• Communications & Positive Feedback is Key!
Working with the Veterinarian Community
• Focused on Low Income Neighborhoods
• Relationship with Emergency Clinics
• Make them a Partner verses a competitor
• Provide a high quality of service
Mitigate your Risk
• Training on Animal Handling Techniques
• Customer Animals vs. Feral vs. Adoption
• Post Mortem on Incidents
• Emergency & Back Up Plans
• Cross Train your Staff
• Your Reputation is your most important asset.
Community Outreach & Humane Education• Focused on the at risk low income neighborhoods.
• Local Participation & Advocacy.
• Work with the Schools, Community Organizations, & City Agencies.
Spay / Neuter Saves Lives!It is the ultimate solution to ending pet
overpopulation!