RxWorks

Introduction

We are always watching trends on how to best manage practices and then build our program to support them.  Our main aims are to:

• Help to keep track of day-to-day processes.
• Help manage practice resources and build on your business potential.  

Our strategy is to provide you with tools to use information technology to manage the practice.  Our goal is to help grow your business value through improved patient care and bonding with clients.  

So how do you build a bond with your clients, improve patient care AND expand your business potential all at the same time?  

Start by reading our article on 'Considerations for Better Practice Management,' and then the overview below.  The next step after that is to take advantage of our software, training and implementation advice.

The RxWorks Strategic Overview

 

How Efficient are your Daily Processes?

Regardless of the type of practice, there are several day-to-day tasks that need to be well managed. These include:

• Medical Records
• Billing
• Reminders and Recalls

It is pointless trying to improve your performance unless these basic tasks are done well.

Sadly, missed charges and inconsistent reminders are a fact of life in most practices.

Both are important, but missing a reminder has a surprisingly harmful impact on the practice. We have analysed the setup of reminders in several practices around the world.  The majority are losing significant revenues from incomplete setup!  That does not even consider the effect it has on the way clients see them when there is no follow-up on treatments.

So part of our strategy is to make sure that you do not miss reminders or recalls.  We have developed modules that take away the manual effort in maintaining the links between the treatment and the follow-up.  That was prone to error and inconsistent.  Sounds small, but its impact is large.

A second part of our strategy is to help reduce the number of charges for services that are not billed.  Studies show that anywhere between 10% and 20% of charges are missed.  If this was a loss in gross revenue it would be bad.  But, it goes further as the total of the missed charges comes right from your bottom line.  We thought it money well spent, to build tools to cut down on that possibility.

The next stage in our strategy is for RxWorks to help you grow a profitable practice.   

How many businesses do you have?

It’s no surprise that all practices are not the same.  Each needs a management system that matches its own operations.  This is the logic behind our modular program approach.

But let’s look at four business areas that are common in veterinary practices. They are Wellness, Chronic, Sick/Critical and Ancillary Services.

The first three have professional services as their main source of income. The areas mainly differ in:

• The skill set needed.
• The cost of those services.

Keep in mind your practice may have all or any of these business types.

The Wellness Business

It’s obvious that the vast majority of your patients will not all be sick at the same time. So, preventative medicine is the main opportunity for growing your practice. Use your standards of care to provide patients with healthcare plans that result in more visits per year.  The plans result in better patient health and stronger bonds with clients.  This makes it more likely that the client will choose your practice for more critical treatments.

There are several factors that affect the strategy for managing Wellness Business:

• Several studies of client preferences show that they are dedicated to keeping their animals healthy.  Proactive wellness plans are high on their wish list.  
• A wellness plan typically generates more visits per year.  The result is better patient care and increased revenues.  
• A price sensitive area, as some products and services are shoppable.
• Subject to competition from  on-line pharmacies, pet stores, etc.

 
Our strategy has three main aims:  

1. Encourage clients to agree with your healthcare plans for the patient.
2. Make sure that fees match your profit goals as well as the economic climate.
3. Leverage staff in communicating value to the client.

You manage your healthcare plans using the HealthCare Manager module.  It also measures your success in getting the client to agree with recommendations.  Even more important, it tells you why they are not.  You can then change your approach to improve client “compliance”.

Performance Pack includes business logic to help you set fees that are fair to both your clients and your practice.

Other RxWorks modules also help you manage follow-up as well communications with clients.  Check with your Practice Advisor to see which are appropriate for your practice.

The Chronic Care Business

Some elements in Chronic Care Business are:

• Regular treatments and screens are part of care and relatively expensive.
• As opposed to Wellness, patients are sick and the client is typically concerned.   You must ensure that the client really understands why your treatment plan is important in helping the patient.  
• If the client has trust and confidence in your practice, the client will not “shop” the alternatives.
• For specialists, it is very important to have a good relationship with whoever sends you business.

RxWorks strategy is to use Healthcare Manager to monitor the treatment plans in much the same wayas for Wellness.  Use Automated Message Manager to make sure that the client keeps to the plan.

Client education is even more important in this business. Make use of education materials included in other RxWorks modules.   

Templates and tools in RxWorks help reduce the time and effort in building referral reports.

Your RxWorks Practice Advisor can help you choose which modules are best for your practice.

The Sick / Critical Business

It is arguably the business that has the most impact on how clients think of your practice. Its importance in the success of the practice cannot be denied.  Also it is the one that most veterinarians enjoy the most!

There are distinct differences between this business and the others:

• It is not price sensitive. Products and services are not shoppable.
• The treatments are typically urgent.
• Treatments are also definitely not planned.
• Clients are normally stressed.
• There are more demands on the skill and knowledge of the veterinarian.
• It has the most influence on the bond with clients.

Our strategy for this business is to:

1. Provide functions that speed up administration.
2. Ensure that all charges for treatments and supplies are collected and billed.
3. Help staff to follow your standards of care.
4. Make sure that any needed follow-up is done.
5. Educate the client on the value of your services.

Should the patient need chronic care in the future, the strengthened bond will ensure the client chooses your practice.   Similarly, the client is more likely to accept any wellness plans you propose.

You will use PIMS, Performance Pack and most other RxWorks modules to manage this business.  Healthcare Manager is not used as there is normally no long-term treatment plan to be monitored.

Check with your Practice Advisor to get advice on the modules best suited for your practice.

The Ancillary Services Business

It’s notable to remember that Ancillary Services are important for good client relationships.  A bad grooming can cause some clients as much grief as a missed treatment.  You should treat clients with the same professional approach as you do for your medical services.

But it is a totally different business from your medical practice:

• Services and products are all provided by staff.
• You have competition from larger companies.
• Everything is price sensitive and available from several sources.

We build RxWorks to help with:

1. Accurate inventory control that makes sure you are stocking the products that are wanted.
2. Setting fees and prices based on your costs and profit goals.
3. Informing clients that their pet is due for grooming or needs more pet food.
4. Booking appointments for services.
5. The special needs of the client or pets.

You are competing with pet stores or kennels that do not have your costs and this makes client service even more important.  One-stop shopping and trust in your staff are your advantages and they can make this business profitable.

Most of the tasks can be managed with PIMS,  but Automated Message Manager is a module that can provide a real differentiator between you and your competitors.

What Next?

To find out more on what modules best suit your practice type, please contact your local RxWorks’ Practice Advisor.

Contact RxWorks