Towards Progressive Veterinary Services

Towards Towards Progressive Progressive Veterinary Veterinary ServicesServices

AgendaAgenda •Knowledge Management

•Practice Management Solution

•Client Communication at Veterinary Practice

02.10.2015BRNO Veterinary Practice Management Marja-Leena Nurmela

What is the most What is the most important capital important capital of a veterinarian?of a veterinarian?

02.10.2015Veterinary Practice Management Marja-Leena Nurmela

What is knowledge?What is knowledge?

Jack Russell terrier Rex has heartbeat of 50.

The normal pulse of ahealthy dog is 60 – 150.

Rex heartbeat is out of normal, which based on other symptoms and findings means XXX or XX, and based on my earlier experience it’s emergency.


Where is Where is thethe knowledge?knowledge?• Individuals• Teams• Organisations• Networks


Knowledge Knowledge ManagementManagement

A modern management method 1.How information and knowledge creates value in the business processes?2.How an organisation is led with the with knowledge and how knowledge is led in the organisation?3.What kind of tools you have for managing knowledge?Laihonen, H., Hannula, M.,Helander, N., Ilvonen, I., Jussila, J., Kukko, M., Kärkkäinen, H. , Lönnqvist, A., Myllärniemi, J., Pekkola, S., Virtanen, P.,Vuori, V., Yliniemi, T..(2013) Tietojohtaminen. Tampereen teknillinen yliopisto. Juvenes Print. ISBN 978-952-15-3058-6 (PDF). 2013

02.10.2015Veterinary Practice Management Marja-Leena.Nurmela

The Knowledge Sources, Modified from Bose (2003), Expert Systems with Applications 24, 59-71, www.elsevier.com (2002)

Documents Knowledge Warehouse

Applications Best Practices Discussion

Patient Admissions Client and Patient Records

Knowledge Acquisition and Analysis, Clinical, Financial & Administrative

Procedure and Care Management

Cost Management

Invoicing and Payment Clinical Log Decision Support Diagnosis and tests Development

Health Admin Medical Procedures Quality AssurancePharmacy, Emergency and Care Practice

Performance Measurement

Medical Research Literature

Hospital Operations ResearchFollow-up and results reporting

Coordination of care

Drug References Home Care DevelopmentHome Care Instructions and Support

Continuous Development

Nutritional References Data and instructions Mobile Applications Supply ManagementHealth Management

Legistlative Documentation

Reporting (Legistlative)Research Co-operaration

Communities and Peer Groups

The Knowledge Sources in Learning Loop, Example in Health Care


http://www.elsevier.com/

Example of using Example of using Knowledge Management Knowledge Management

in Health Carein Health Care• Studied current state• Simulated patient visit process• Created new process

– Tao Wang , Alain Guinet , Aissam Belaidi & Béatrix Besombes (2009) Modelling and simulation of emergency services with ARIS and Arena. Case study: the emergency department of Saint Joseph and Saint Luc Hospital,Production Planning & Control: The Management of Operations, 20:6, 484-495, DOI: 10.1080/09537280902938605


Current state was Current state was analyzedanalyzed

Tao Wang , Alain Guinet , Aissam Belaidi & Béatrix Besombes (2009) Modelling and simulation of emergency services with ARIS and Arena


Current processCurrent process

Tao Wang , Alain Guinet , Aissam Belaidi & Béatrix Besombes (2009) Modelling and simulation of emergency services with ARIS and Arena 02.10.2015

Veterinary Practice Management Marja-Leena.Nurmela

New process was New process was modelledmodelled

Tao Wang , Alain Guinet , Aissam Belaidi & Béatrix Besombes (2009) Modelling and simulation of emergency services with ARIS and Arena


Outputs from new Outputs from new processprocess

• Reduced waiting time• Doctors efficiency improvement• Quick pass path

-> Better care due to specialisation-> Happier clients with less waiting-> Less work load for doctors -> Improved efficiency


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Why to use Practice Management Why to use Practice Management System? System?

• AAHA - Future usage of Practice Management Solutions , Aug 1st 2014

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http://www.aaha.org/blog/NewStat/post/2014/08/05/404104/Researchers-examine-present-future-usage-of-electronic-veterinary-medical-records.aspx


Why to use Practice Management Why to use Practice Management System? System?

• Over half of the respondents use PMS for business activities such as

- Appointment scheduling- Client reminders- Recording medical and surgical information- Billing, Cost estimates- Reviewing veterinarian performance- MarketingAAHA - Future usage of Practice Management Solutions



Why to use Practice Management Why to use Practice Management System?System?

Less than half of the respondents reported using PMS for

• Tracking clinical inventory• Storing diagnostic images

and videos• Accommodating patient

discharge comments and client instructions

• Communicating with referring veterinarians

AAHA - Future usage of Practice Management Solutions

• Interfacing with laboratory test results and email systems



Why to use Practice Why to use Practice Management System? Management System? Less than 50 % reported use for tracking and improving patient and population health.– improve medical care and patient safety– early identification of emerging health

problems and adverse health events– tailor medical practice to the unique individuals

or populations they serve

AAHA - Future usage of Practice Management Solutions


Why to use Practice Why to use Practice Management System?Management System?

Practice Management is about Progressive Veterinary Services

•Development in the practical processes and quality•Improved Client and Patient care •Clinical, Managerial and Business decision support•Increase in innovation

Bose (2003), Knowledge management-enabled health care management systems: capabilities, infrastructure, and decision-support. Expert Systems with Applications 24 (2003) 59–71

van Merode, G.G., Groothuis, S., Hasman, A., 2004. Enterprise resource planning for hospitals. International Journal of Medical Informatics, 73, 493—501, Elsevier.


How to succeed in using How to succeed in using Practice Management Practice Management

System?System?• It is important to model the processes• Continuous evaluation

-> Improved and more unified quality, -> Increase efficiency -> Helps to direct actions towards company targets

• Quiescenti, M., Bruccoleri, M., La Commare, U., Noto La Diega, S. and Perrone, G.. 2006. Business process-oriented design of Enterprise Resource Planning (ERP) systems for small and medium enterprises. International Journal of Production Research, Vol. 44, Nos. 18–19, 3797–3811


Who is your Client?Who is your Client?

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How important do you see the How important do you see the following functions in a Practice following functions in a Practice

Management SystemManagement SystemAppointment scheduling

Client informationPatient information

Invoicing

Digital diagnostic imaging

Human resource mgmtRooms and equipment

Medicine and supply orders

Stock mgmt

Reporting

REALLY?


Listen to your clientListen to your client• Your Practice

Management System holds lots of information – USE IT!

• Keep your clients informed – it will help to improve their pets lives and creates trust

• Trust will bring the clients back

http://veterinarynews.dvm360.com/banfield-uncovers-gaps-preventive-care-definitions


How to improve?How to improve?

• Communicate and demonstrate the value – at each step

• Listen to your client – help them to solve their problems

• Bond to your clients – trust, training and community


Thank you!

02.10.2015

Towards Progressive Veterinary Services

Small Business & Entrepreneurship

Transcript of Towards Progressive Veterinary Services