Good Business enables clinical excellence

The introduction of a fully comprehensive management stream at Congress has been described as the event’s ‘Great Evolution’, where BSAVA truly becomes a conference for the whole practice.
The programme is relevant, practical and diverse

0830–0915
The USA: where did our special relationship go? An overview of key findings from Brakke – Dave Nicol (AU)

The BRAKKE study is a large scale view of what is happening in the US vet market. The results have been presented in the past 12 months and this session will cover the implications for all vet businesses. ‘Where did our special relationship go?’ applies equally to vets and pet owners. The session will look at the key message behind why owners do not access vet care and what can be done about it, and what this means for you. Data from others countries will add to the richness of the session.

0925–1010
What makes a successful veterinary practice? A financial perspective – Mark Beaney (UK)

Know your numbers – if you don’t know the key data you will be practising blind. This session will look at the “must know” rules of the veterinary business. Why do some people do well and end up with a great lifestyle and a great clinical practice and others struggle to make ends meet? The key differences are all in the way they do business and how they manage the numbers. This is a must attend session.

1105–1150
The role of Net Promoter Score: what is it and why it can work – Alison Lambert (UK)

The Net Promoter Score is a statistical measure of overall client satisfaction. It allows you to understand how your clients feel about your practice’s service, and track any improvements or declines. More importantly, you can then act to address any issues quickly before turnover, profitability and growth are affected.

1200–1245
Managing people to get good results – Shawn McVey (US)

Get your seat belts on – you are in for a roller coaster ride! Shawn will take you through a no-holds-barred approach to getting the best from people – what to do and how to do it! The session promises to be a memorable one.

1405–1450
So what if I make no profit; I still have cash, don’t I? - Mark Beaney (UK)

The role of cash and profit – in the current climate cash is king (it always was but you never noticed you didn’t quite have enough!). This session will take you through how to manage your profit (or get some if you haven’t!) and make better use of your cash. This is essential viewing!

 1500–1545
After-action reviews: how to deal with things when they don’t go to plan – Shawn McVey (US)

So... what to do when it all goes wrong! With this simple and practical process the After Action Review will make your life much less challenging. Make time to review what you are doing and attend this session on to improve not only your life but the running of the practice

Friday 13 April 2012

0830–0915
What pet owners want from a vet – Alison Lambert (UK)

Clients choose their practice through a range of rational and emotional factors, with the following being the most influential:
1. Locality and convenience
2. Recommendation from a friend or family member
3. Local Key Opinion Leaders’ recommendation

0925–1010
Performance management: how to make it happen in reality – Dave Nicol (AU)
So you want to make performance management work... This session will give you a route map and guide you through what to do and how to make it work. Given we all have to earn our keep in practice more and more folks are looking to performance management to get a better balance of reward for production.

1105–1125
Good medicine – good business: growth in the face of local competition – Marwan Tarazi (UK)
NuVet launched three years ago from a standing start – with no history in the Peterborough area and no relationships with local pet owners. Now they have 100 new client registrations every month, 90% of them coming through recommendation.

1130–1150
A nurse’s perspective: owning a practice and making it work – Tracey Mayne (UK)
So how did I do it?! The journey of practice ownership by a VN – this session will look at the highs and lows of a VN owner. A brilliant view of what can be done.

1200–1245
Sites and customers: the corporate view – Peter Watson (UK)
This is a “through the key hole” view of what Vet4pets do when they open up a site - what they do and how. A unique perspective and one not to miss.

1415–1500
Communication: how to make it all work - Shaun McVey(US)

Change at work begins with authentic, honest conversations. To stay competitive, we must become black-belt conversationalists.

1510–1555
What really happens in the consult room: make more of the time and still do great medicine – Alison Lambert (UK)
Paying attention to seven key steps during a client consultation will improve both practice efficiency and client satisfaction. The majority of us don’t vocalise a plan of action, or make recommendations to owners – both are easy things to address.

1650–1735
Reprogramming pets and vets: compare and contrast – Margit Bossard (NL)
If you would like to improve the behaviour of your staff, your colleagues and your clients, encourage and reward them - recognise stress and diminish the factors that are causing stress. If you manage this way, there will hardly be any moments left for you to have to become angry and correct people. Not only your clients, but their pets and your staff will be relieved.

1745–1830
How to motivate your staff – Shawn McVey (US)
How to do this and what really works – making it happen is one of the hardest tasks in a practice for any business owner. This session will give top tips and inspiration to make it happen, and outline a way forward and help you to make more of what you have already. A great end to the day!