With an eye toward empowering veterinary practices to address the specific issues which are impacting their workforce recruitment and retaining efforts, the Veterinary Hospital Managers Association (VHMA) has announced the launch of its new Organizational Diagnosis and Design (OrgDD) Toolkit. The toolkit is intended to help veterinary practice teams solve workforce issues, strengthen their client services, and improve healthcare outcomes for animals.
The OrgDD Toolkit uses the Organization Systems Model (OSM), a systematic framework for keeping perspective on key variables that impact organizational performance. It also includes data gathered that identifies the current, prevalent issues in the veterinary industry and sample case studies intended to help toolkit users understand how to implement the model as they follow along. Blank OSM diagnosis and design worksheets are included for the veterinary team to implement the OSM framework on their own project when ready.
The toolkit was pioneered by VHMA following its 2021 Critical Issues Summit on Workforce, when it became evident that present-day veterinary practices were struggling with persistent issues that have never been appropriately addressed in the past. The toolkit was created to support and guide practices in doing so.
“Veterinary professionals must focus on tactics and strategies to boost their practices while prioritizing new and evolving employee and customer demands,” the Toolkit narrative states. “Additionally, veterinary professionals must learn to utilize staff better, creating happier employees and more efficient practices.”
Getting to the Root of Practice Woes
The OSM supports this process by providing a framework for identifying the root cause of an organization’s issues so that solutions have a greater impact.
This model can be used to solve both macro and micro issues. As an example, an organization might use the toolkit to create a focused business strategy and align every system, process, and role within the organization to execute on that strategy. That would be considered a macro use of the toolkit. On the other hand, if an organization wants to use this toolkit to address team member absenteeism from a policy and team culture perspective, that would be considered a micro use of the toolkit.
According to the toolkit narrative, when first attempting to use this framework, it is recommended to start small.
Using the OSM framework, recurrent problems are split into four consecutive stages:
- The Diagnosis Process is where data is gathered, behavior is observed and a hypothesis is created.
- The Design Process is where a solution is designed to solve whatever issue needs to be addressed based on information gathered in the first stage.
- The Implementation Stage is where the designed solution will be implemented.
- The Review Process is the final stage, where the organization will identify what went well, what did not go well and what needs improvement moving forward.
Throughout this collaborative process, the veterinary practice team is attempting to address five distinct elements that the OSM identifies as influences to an organization’s system: market and shareholder context; results; behaviors and actions; systems and people; and strategy and capabilities.
“Tinkering with a single element in an organization doesn’t solve what is often a systematic problem.,” the OrgDD Toolkit narrative stresses. “The missing piece in creating true solutions is a framework that enables leaders to see the organization as a whole system and consider how its various parts affect each other and influence the workings of the whole.”
Streamlining the Process
A designated workspace within the Toolkit Appendix provides sections to address each of the five elements. The suggested time each stage should take and needed resources to complete each section are clearly labeled, providing clear parameters for toolkit users.
The appendix also guides the veterinary team to additional helpful resources housed on VHMA’s website. They include electronic versions of the Toolkit worksheets, case studies detailing the process in actual veterinary practices, a one-page overview of the process to share with other members of the organization, and other downloadable resources like a sample client satisfaction survey and examples of sources of data.
VHMA leadership is excited about the OrgDD Toolkit launch, and the systematic and proven process it will give veterinary practices that have been struggling with persistent and recurring issues adversely impacting their internal workforce.
“Applying the framework to underlying issues is a key step toward improved healthcare outcomes and a better client experience. We are grateful that the honest exchange of experiences at VHMA’s Critical Issues Summit served as the catalyst for this new resource,” said Christine Shupe, VHMA Executive Director.
An Opportunity to Learn More at May Webinar
For those interested in learning more about the OrgDD Toolkit, VHMA is hosting a webinar on May 23 to announce the launch of the toolkit and its effective solutions. Click HERE to register.
About the VHMA
The VHMA is a nationally recognized thought-leader and innovator in providing training, education, and resources to more than 4,600 members and a trusted resource that the veterinary sector relies on for industry insights, research, and advocacy to assure performance at the highest levels. VHMA's core purpose is to advance and support veterinary practice management professionals by developing professional competence and supporting and encouraging standards through the industry's highest-level certification program, the Certified Veterinary Practice Manager (CVPM), and providing individuals with a network for professional connection and support. Learn more at www.vhma.org.