7 Tips for the Critical First Month of New Veterinary Preventive Care Protocols
Revamping preventive care protocols as new research and information become available is essential for improving patient care, enhancing operational efficiency, and ensuring best practices. However, implementing new protocols can be daunting, as initiatives require full team buy-in and support.
Whether new guidelines successfully take hold can depend on how well the first month of implementation goes. Team leaders, owners, and managers should understand why the first month is critical and what they can do to ensure a smooth transition. Here, we'll cover some tips to help veterinary leaders involve the team, inform clients, and give new protocols staying power.
Preventive Care Protocols: The Pivotal First Month
Several things happen during the first few weeks of implementing a new protocol, and these factors can make or break your team's success. Establishing change takes time, but persistence is vital. Here's why the first month is critical:
- Establishing habits: Habits, including how your team speaks to clients about preventive care recommendations, take time to form. Research suggests it takes an average of 66 days to establish a new habit, and the initial month is crucial for getting started.
- Identifying challenges: Your team will encounter challenges and concerns early in the process. Offer opportunities to work together to resolve them to ensure the updated protocol meets your team's and clientele's needs.
- Building confidence: A well-planned rollout can help build confidence among your team and buy-in among clients, reinforcing the new protocol's value and encouraging continued adherence from all sides.
- Addressing client perceptions: A well-executed protocol launch ensures clients get a positive first impression and see the value in the new recommendations, helping to improve compliance.
How to Ensure a Successful First Month
During your protocol's initial rollout, you may not get as many positive responses from clients as you'd like. But, remember that even a modest increase in the percentage of clients who agree to preventive care recommendations is a victory. Plus, a "no" now doesn't mean a "no" forever—with enough consistent messaging, clients can agree in the future. These tips can help you set up your practice for success:
1. Do Your Research
Before introducing a new protocol, thoroughly research and understand the benefits and potential challenges associated with the change you want to make. The more evidence and information you gather, the better you can address questions and concerns confidently. For example, if the new protocol involves a different vaccination schedule, familiarize yourself with the latest studies supporting efficacy.
2. Involve the Team
Your team is essential to a new protocol's success, and veterinary professionals are far more likely to accept and promote new protocols when they understand the "why" behind the change. Including the team also fosters a sense of ownership and responsibility. Hold meetings to discuss the new protocol, potential impacts on workflow, and the benefits for patients and clients.
3. Provide Training and Support
Provide team members with access to workshops, demos, and resources to help them feel confident in the new recommendations and ensure everyone's on the same page. Hands-on training sessions should be tailored to each team member's position to optimize their role and provide standardized language for communicating with clients. Anyone with direct client interaction should receive training in new protocols.
4. Communicate Effectively with Clients
Many clients decline recommendations the first time they hear them. Still, consistent communication among team members helps to plant the seed for future visits and show clients a united, organized front. Here's how to approach client communication:
- Inform: Explain the new protocol and its benefits clearly.
- Educate: Provide educational materials, such as brochures, email updates, and blog posts.
- Engage: Engage clients in conversations about the protocol's importance and value.
- Answer: Train team members on how to handle objections or questions from clients.
5. Demonstrate Value
Clients are more likely to agree to recommendations if they perceive a service as being valuable for the price. Team members should also understand why services are priced as they are, so they don't feel like each client discussion is a sales pitch. Highlight the new protocol's long-term benefits and work with your lab supplier to see if bundling services can help make screening tests more affordable.
6. Address Concerns
Be open to feedback and address your team's concerns honestly and productively. Hold regular check-ins where team members can feel comfortable raising issues and opening a dialogue. How things are going out on the floor each day might differ from management's point of view, so these check-ins can provide valuable information.
7. Track Progress
Use your PIMS to pull key reports after implementing a new protocol to help you see the effect on overall practice performance and client compliance. Asking for and monitoring client feedback can also give you insight into whether the new protocol meets expectations.
Introducing new preventive care protocols is challenging but necessary for continuous improvement. The first month is critical for establishing habits, identifying and addressing challenges, and building confidence among team members and clients. These tips can help overcome that initial hump in change management and get you on the fast track to ensure your new protocols stick.
