Sie führen neue Dienstleistungen für bestehende Patienten ein. Wie können Sie eine klare und konsistente Botschaft sicherstellen?

The entire hospital needs to be on board and informed with any new services. First, holding a team meeting with everyone in client-facing roles at the hospital is essential. This allows employees to ask questions and ensures everyone is on the same page, which is vital for success. Once the team is fully informed, spread the message to all clients through social media and an email newsletter. Additionally, update your website and consider creating a flyer that can be displayed at the front desk for clients to see when they check-in.

Here's how you can ensure clear and consistent messaging when introducing new services to existing patients: Use Simple Language: Explain the new services in easy-to-understand terms. Be Consistent: Ensure all team members share the same information. Provide Written Materials: Give out brochures or handouts with details. Use Multiple Channels: Communicate through emails, texts, and in-person conversations. Invite Questions: Encourage patients to ask questions and provide clear answers. By using simple language, being consistent, providing written materials, using multiple channels, and inviting questions, you can ensure your patients clearly understand the new services.

Treatment value has many related components but it’s underpinned by the successful transmission of veterinary knowledge about the patient to the client. Feasibility can be discussed provisionally during staff communication with the client. Staff has a duty to be clear, patient and compassionate during the decision making process. The communication to the veterinary client is more effective when the client indicates understanding of the patient’s diagnosis, prognosis and treatment options by being able to discuss the situation with understanding. Having handouts about veterinary diagnoses in the clinic and on the website helps clients to gather valuable information.

The veterinarian can allocate a practice education manager to ensure staff education is up to date, plus the veterinarian’s consulting mentor should be available as well to reinforce the quality of skill building and consistency of staff practices. Offering staff training options and also incorporating the training into day-to-day activities can create a system that is sustainable and doesn’t take too much extra time or hours paid.

Consistency, intuitive availability and uniformity of veterinary staff-veterinary client communication can be streamlined to be effective even during emergencies with detailed planning. A method to accomplish that is to provide cross linking online and have the exact same information for clients coming from the phone messaging system. Providing multiple forms of communication and contact methods ensures legally required duties of #onehealth and #disabilityaccess can result in increased veterinary patient welfare. Every time veterinary laws, rules, gold standard/best practice diagnostics or procedures are changed it’s helpful to have that freely available to clients online and in printed materials for clients without computer skills.

Correct and proper veterinary treatment depends on the quality of client understanding because there is a transfer of treatment eventually from veterinary staff to clients. Consistent and effective communication are vital ingredients for successful treatment of patients as well as for providing #animalwelfare

Hiring qualified staff in adequate numbers and training them to provide evidence-based practice based communication can help to transmit more individualized client education and patient care.

You also want to ensure you know how the services will be billed/paid for, especially if this is a new offering at your location. As a skilled nursing provider, we rolled out a new "outpatient therapy" program at several of our locations nationwide, and had to spend time educating staff and patients on how this would be covered. When upselling or cross-selling services, most will be eager to try it if there's no additional cost to them. This is also worth considering prior to deciding which services you wish to add to your practice. There may be gaps in the market that you can fill with little additional investment on your end.