Five ways to reduce your admin workload
Administration tasks are vital for helping create an efficient and smooth-running practice. However, getting bogged down with business admin can be a big distraction for any busy practice.
When admin tasks overload practice managers and front office teams they take away from other, more valuable, tasks like attending to clients and patients. While office admin will always be a part of good business practice, it makes sense to harness technology to help make it easier and far less time-consuming. Here are five tips on how you can use automated software to reduce the admin workload in your practice:
Use automated reminders and recalls
Consider this typical scenario. A client is due for their next appointment, so you give them a call to remind them of the date and time. They’re busy at work, so your call goes through to voicemail. You leave a message but get no response. A few days later, you give them another call and get their voicemail again.
As this example reflects, trying to contact busy clients can be time-consuming and often ineffective. And, while attempts to make contact even once by phone can be a struggle, industry best practice suggests that recalls are most effective when clients are reminded more than once and through multiple methods: text, email and post.
Many practices continue to rely on traditional channels and manual methods to contact customers and schedule appointments – all done during business hours. It’s easy to forget (or ignore) that this effort takes the focus away from customers in-office. With changes in technology and communication, most clients these days are used to instant, electronic messaging and they don’t respond well to ‘old school’ methods of communication any longer.
In a typical practice, losing just one appointment a day can cost over $100,000 in revenue each year. This calculation doesn’t even take into account the time and money wasted making numerous follow-up calls to schedule and remind clients – as well as money lost through no-shows – which can add up to an additional $115,000 per year.
Automated scheduling and confirmation can free up your staff to focus on value-add tasks, increase reminder compliance and reduce no-shows by up to 50%. Having integrated software that automatically recalls clients through each of the key channels of communication not only reduces staff time significantly, it also means that clients can respond to reminders at their convenience.
Provide the option for online booking
Just as reminding clients about their upcoming appointments can take up significant admin time, so too can scheduling appointments. While on the face of it this may seem like a ‘quick task’, scheduling a single appointment generally takes about three to five minutes. Multiply this by the number of appointments scheduled each day – plus the fact many clients won’t be reachable on the first try – and this can add up to a significant amount of time on the phone booking client appointments.
By contrast, having an online booking system simplifies things dramatically for both your admin staff and your clients. With an online booking system, clients don’t have to commit to an appointment date and time during their visit – they can do this at a time and place that suits them on their device of choice.
In fact, practices with an online booking facility report that 50% of all appointments made using an online booking system are made outside of regular business hours, and 17% are from new clients. With an online booking system, your reception desk is essentially available 24 hours a day, 7 days a week.
An online booking system captures appointments which might otherwise be ‘lost’, by offering your clients booking convenience and saving your practice valuable staff time. This is a level of service that cannot be provided in any other way.
Simplify your note taking
To produce the best outcome for clients, it’s important that a practice and its veterinary professionals have all the necessary information at their fingertips. This makes thorough note-taking an essential part of an appointment. With a limited amount of time for each consultation, combined with the rush of back-to-back appointments, note-taking can sometimes miss out on the attention it deserves.
With practice management software that incorporates note-taking, however, this process can be adhered to far more efficiently. Rather than typing up a new consultation checklist each time, note templates for common conditions can be stored and subsequently edited for each new patient. With many practitioners only having a few minutes to spare in-between appointments (if they’re lucky) this simple feature can be a serious time saver and efficiency boost to your practice administration.
Keep all your information in one place
Another aspect of administration work that can be headache-inducing is the organisation of the high volume of information that flows through a busy veterinary practice. This is particularly true if it’s generated from multiple sources; it can be extremely time-consuming to keep a handle on your business administration documentation without a good system in place.
Rather than wasting valuable time trying to manually catalogue and corroborate all the information you need, it helps to have all your patient data automatically captured in one centralised location. A good practice management solution will include ‘whiteboard’ functionality, with patient notes captured in real-time on their medical record and invoice.
This results in less back and forth between admin staff and practitioners, as all staff members will have the most up to date information on your patient available in one place.
Another important aspect of effective practice administration is organising and communicating with your staff. In a fast-paced, busy practice, however, this can be easier said than done. Digital worklists do away with endless emails and post-it notes and show action items and requests within your practice in a single location, including who they’ve been assigned to. This means that each staff member has a clear idea of what they need to do and by when. Having these clear accountabilities will streamline your practice workflow, prevent frustration and save valuable staff time.
Get to know the speaker:
Kaitlin has been a part of Covetrus since the Vetstreet acquisition in 2016. She started her career with Vetstreet as an Account Manager and moved to Marketing in 2015. When not at work, you can find her out for a run or with family and friends.