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 Thinking Process 3
4/23/2014 Banfield by the Numbers 850 850 Pets Hospitals U.S. on Optimum Pet visits Pet visits nationwide hospitals Wellness Plans Average age DVM’s Female Female Veterinarians of associates Associates CTS Total hired per associates associates year 7 Elements of Preventive Care 8 4
4/23/2014 What We Do X-RAYS X-RAYS LAB WELL PETS SICK PETS DENTISTRY EMERGENCIES SURGERIES WALK-INS EUTHANASIA Referral Analysis Banfield recently conducted an analysis to gain insight into the Objective referrals pet owners receive from their primary provider. March 2013 AA&U Study data • Analyze questions related to referrals: • Methodology • How frequently referrals are given • Why referrals are given 4/7/2014 10 CE Overview 5
4/23/2014 AA&U Methodology • Online Survey • Fieldwork 03/01/13 – 03/7/13 25 minute length o • US National Recruitment Competitive Context • VCA Animal Hospitals o • Target Criteria National Veterinary Associates o Online Panel Other veterinary providers o o Age 18-69 o Own at least one dog or cat Sample Sizes o • as a pet (natural fallout Total n=2000 o between the two) Aware of Banfield n=814 o Involved in making decisions Banfield Recent Visitors (visited o o about their pets’ veterinary in the past 12 months) n=361 care Banfield Triers (ever tried o Have taken their pet to a Banfield) n=458 o veterinarian at least once in VCA Triers n=325 o the past 12 months NVA Triers n=285 o Independent vet triers o (“Others”) n=1759 CE Overview 11 Key Referral Findings Reasons Banfield • Services we can not provide veterinarians refer • Cardiology Services needed • Behavior How do Banfield • 18% of Banfield clients say they were referred veterinarians differ to another vet at least once in the past 12 months from other • Lower rate than cited for VCA and NVA veterinarians? • Higher rate than for independent vets 12 12 4/7/2014 CE Overview 6
4/23/2014 The Most Common Conditions Referred by Banfield: Behavior and Cardiology Why r eferral 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% 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 CE Overview 13 What is: VPI • 57% increased visits • 31% decreased visits Visits • Increased # of new grads each year # of vets Finances • 48% increased profit • 35% decreased profit Source: VPI – Veterinary Economics Financial Health Study, 2014 7
4/23/2014 What is: DVM 360 2.1 applications / first year seat 6 yr trend in applications • Total apps: 29,805 • Unique apps: 6,744 Source: DVM 360 Magazine, Jan15, 2014 Process 8
4/23/2014 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 9
4/23/2014 What if… If Anything were Possible, what Would Enable us to… • Create better outcomes & 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 10
4/23/2014 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 11
4/23/2014 What’s Next? 12
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