Creating Processes for a Consistent, Repeatable Client Experience

Peter Weinstein, DVM, MBA, owner of PAW Consulting and executive director of the Southern California Veterinary Medical Association, explains the concept of creating systems and processes in your veterinary practice.

Processes are the steps to make everything you do in your veterinary practice more consistent, more repeatable and ultimately more successful, Dr. Weinstein says. Practice owners should create specific processes for everything you do — from answering the phone to walking dogs to cleaning cages. Then, you hire optimal people who have the personality and culture to fit in your practice and combine them with the optimal processes.

This is how you can create peak performance in your practice, he says. You can then deliver a consistent, repeatable experience for each client, patient, manager, staff member and owner.