Ensuring a positive experience for animals and the clients is critical for customer satisfaction and retention. This private space provides the ideal opportunity for veterinary team members to educate clients on preventatives and treatments. Kara M. Burns, MS, MEd, LVT, VTS (Nutrition), Wamego, Kansas, identifies exam room disciplines that make exam room visits smooth and successful.
Source: Veterinary Team Brief, January/February 2015.
The examination room is a private area where clients and patients interact with veterinary team members one-on-one. A room that is clean and quiet and an examination process that is efficient and thorough will give clients confidence that their pet is in the hands of a caring, knowledgeable veterinary practice and healthcare team.
INSIGHTS – This article focuses on a multi-disciplined office visit where pets are evaluated, history is updated and where direction for pets’ futures is presented by a vet team member. It takes many skills required to manage an exam room interaction as described. Practice owners, DVMs, practice managers, lead vet technicians and industry personnel need to take note and consider the training and resources needed to help vet technicians achieve these kind of exams. A lunch and learn about listening and asking questions is a good place to start.