SATURDAY, October 20, 2012
7:00 a.m. to 5:00 p.m. Conference Registration
7:30 a.m. to 8:30 a.m. Continental Breakfast with Exhibitors
7:30 a.m. to 8:30 a.m. CVPM Roundtable Discussions**
8:30 a.m. to 12:00 p.m. BREAK OUT SESSIONS
Practice Culture – The Owner-Manager Connection
Guest Speaker: Jim Nash, MHA, CVPM
As practice managers, directing our organizational culture can be one of the most difficult and important roles that we play. A key ingredient in our culture is the owner-manager relationship. We will look closely at the impact of this relationship and lay the foundation for an effective and productive connection that will allow you to achieve the goals of the organization, the owner and you!
We will identify a set of rules and guidelines that create clear expectations for both the owner and manager to effectively build trust. We will outline what owners need and the key criteria for a successful practice culture that will guide our decision process and reassure ownership. How we make decisions can often be a deciding factor between success and failure, so we must learn how to analyze decisions from an “owner’s perspective.”
A change-resistant or micro-managing owner can be a major obstacle in achieving practice goals. We will discuss how to constructively disagree with the practice owner to influence behavior and what to do if agreement cannot be realized. Finally we will identify the different types of owner personalities and some strategies for working with each of them.
The ultimate goal is a mutually beneficial, supportive relationship of trust that allows both the owner and manager to effectively perform their job with a shared vision and goal in mind.
An Information Technology Roadmap
Guest Speaker: Dave Ross
Many organizations find it difficult to make strategic technology decisions with the future in mind. Satisfying the needs of your users, staying within budget, while also staying ahead of the technology curve can seem like an impossible task. Thoughtful planning exercises, thorough research, and leadership engagement will typically be the critical factors in achieving IT success.
This session will start with a high-level overview of enterprise information technology, and present the basics of a decision-making process that can scale for organizations of any shape or size. There will be full in-depth exploration of several technology areas, specifically infrastructure (servers, networks, wireless technology, PCs, laptops, mobile devices), and software (clinical systems, collaborative tools, email, messaging). A framework for implementing technology projects will be presented, empowering you to get the most out of your resources. You’ll also learn techniques to develop a planning lifecycle that can give you the ability to look two, three, or even five years down the road, and be ready for when the next technology advancement is ready for adoption.
The speaker’s background in both healthcare information technology management, as well as commercial software vendor development, can give you a “both sides of the fence” detailed view of how technology should be planned, designed, procured, implemented, and supported.
The Relationship Specialists: Gold Standard Relationships for Emergency/Specialty Practices
Guest Speaker: Stacey Wieder, CVPM, PHR
The anchor in veterinary medicine has always been the value of the relationship between veterinarian, pet owner/client and the pet. As specialists we need to be an essential part of that relationship. All relationships take time to create, and time to sustain. Discover the standards needed to cultivate that critical relationship with the primary care veterinarian and the client.
We will identify what is most important to your client, how you collect accurate feedback, appropriate ways to handle client complaints, set clearly defined goals for your practice, identify team roles through job descriptions, track referrals and establish policies and protocols in your practice that will develop a culture of responsibility to maintain relationships through consistent communication.
12:00 p.m. to 2:00 p.m. Lunch with Exhibitors
1:00 p.m. CVPM Informational Meeting
2:00 p.m. to 5:00 p.m. GENERAL SESSION
Carpe Diem: Understanding Where We Are, How We Got Here and How We Can Create a Different Future
Guest Speaker: Jessica Goodman Lee, CVPM
This multi-hour series of lectures and interactive discussions will begin with a detailed overview of the most current industry data, along with an historical perspective that will emphasize the trends that have led us to our present reality as veterinary practice managers. Utilizing what we know, the focus will then be to collaborate and brainstorm innovative strategies to tackle and reverse negative trends, while at the same time looking for ways to capitalize on, and take advantage of, growth opportunities.
In the second portion of the session, the audience will have an opportunity to hear from colleagues that have implemented successful strategies in areas such as client loyalty, payment options, and more. The discussion will also highlight the much broader issue of an overarching tendency towards tunnel vision, in an effort to ensure that past errors in judgment do not continue to affect the future of our practices.
The emphasis of the third portion of the session will be on specific tools and applications that can be utilized to assess the priority of initiatives on an individual practice level – in short, how to get the “biggest bang for your buck.” The participative discussion will move from assessing relevant financial information and key performance indicators to evaluating client input and unused hospital and staff capacity.
5:15 p.m. CVPM General Membership Meeting**
5:00 p.m. Vetstreet Sponsored Reception
* Separate registration required, attendance is limited.
** Attendance limited to CVPM members only.