Veterinary practice management refers to the administration and organization of a veterinary clinic or hospital. It encompasses a range of activities and responsibilities aimed at optimizing clinic performance, improving patient care, and enhancing client satisfaction. In most cases, clinics have a dedicated practice manager whose role it is to keep everything running smoothly.
Practice management in veterinary medicine is a hot topic today, because modern technology is making it easier for clinics to run more efficiently. Practice managers now have access to more tools, many of which have been available in human medicine but took longer to reach the veterinary space.
Key aspects of veterinary practice management include:
Operational oversight: Scheduling, workflow management, and facility maintenance
Financial management: Budgeting, accounting, billing, and financial reporting
Staff management: Recruiting, training, and managing veterinary and support staff
Client relations: Managing interactions with animal owners and caregivers
Compliance: Adhering to veterinary standards, local regulations, and best practices
Marketing: Promoting the clinic’s services and expanding the client base
Technology: Maintaining practice management software, EMR platform, etc.
Quality control: Monitoring and improving of the quality of care provided
Successful veterinary practice management means operating at a high level across all of these areas. To do that, practice managers have to adopt the right set of tools and processes for their specific type of clinic (general practice, exotic animals, mixed, etc.).
How do you measure the "success" of a veterinary clinic?
You can measure the success of a veterinary clinic using both qualitative and quantitative factors. The key metrics to consider include:
Financial
Financial performance: Revenues, net profits, and profit margins
Client retention rate: Percentage of returning clients vs. new clients
Average transaction value: Average amount spent per client visit
Client satisfaction
Client satisfaction: Collected through feedback surveys, social media reviews, Google reviews, etc.
Net Promoter Score (NPS): A measure of how likely clients are to recommend the clinic to others
Appointment wait time: How long clients wait for appointments in the clinic
Patient outcomes and care quality
Treatment success rates: Outcomes of common procedures and treatments.
Follow-up and post-treatment care: Number of follow-ups and re-visits for the same condition
Operational efficiency
Appointment fill rate: Measure how full the clinic’s appointment slots are
Staff utilization and productivity: How efficiently the vet staff is utilized
Inventory management: How well supplies, medications, and equipment are managed
Employee satisfaction and retention
Staff turnover rate: how often staff members leave their roles at the clinic
Employee feedback: How satisfied staff members are with their jobs and work environment
Ongoing training and development: Quality of opportunities available for employees to upskill
Community engagement
New client acquisition: Number of new clients coming in through referrals, marketing, or community engagement efforts
Online presence: Engagement on platforms like Facebook, Instagram, or the clinic’s website.
Community involvement: Participation in local events, pet health fairs, or charity work
Compliance and accreditation
Adherence to veterinary standards: How well the clinic meets or exceeds industry standards and regulations, including maintaining necessary certifications and continuing education for staff
Client complaints and legal issues: Number of complaints or legal issues against the clinic
What courses, certifications, or programs do veterinary practice managers need to take?
While there is no universally mandated educational path for veterinary practice managers, certain qualifications and skills are useful. On top of a high school diploma, most practice managers have a Bachelor's Degree in a relevant discipline, such as veterinary technology, business administration, healthcare management, or animal science.
The Certified Veterinary Practice Manager (CVPM) and Certificate in Veterinary Practice Management recognitions are also useful. The former is highly regarded in the industry and requires a combination of experience, education, and a passing score on a comprehensive exam.
In addition to classroom education, practice managers should have hands-on experience in a veterinary clinic, animal hospital, or healthcare environment. In these settings, picking up skills related to people management, financial management, customer relations, and general knowledge of the veterinary space is important.
Practice managers should also pursue continuing education and professional development in the form of workshops, seminars, and membership in associations like the Veterinary Hospital Managers Association (VHMA), which provides access to networking, training, and resources.
Who are the key people involved in veterinary clinics?
In addition to practice managers, many others are involved in veterinary clinic operations. Building a strong and cohesive team across these roles is paramount. Doing so requires hiring the right people, creating an effective onboarding process, building a positive culture, supporting professional growth, listening to feedback, and aligning around a shared set of goals for the clinic and clients.
Of course, all of this is easier said than done. One of the biggest challenges of running a veterinary practice is keeping a team together. Veterinary medicine is notorious for burning people out. Helping staff members manage stress, maintain work-life balance, and navigate difficult clients is so important. The right combination of thoughtful leadership and technology can alleviate some of this burden and allow vet staff to enjoy their work.
The primary roles in a veterinary clinic include:
Veterinarian (DVM): Provides medical care to animals, diagnoses illnesses, performs surgeries, prescribes treatments, and educates clients.
Veterinary nurse: Assists veterinarians by performing medical procedures, administering medications, taking X-rays, conducting laboratory tests and communicating with clients. Also provides hands-on care to animals, including monitoring their health, administering treatments, and assisting with recovery.
Veterinary receptionist: Manages the front desk, schedules appointments, handles billing, and assists clients with inquiries and paperwork.
Kennel attendant: Cares for animals housed in the clinic, including feeding, grooming, and providing exercise.
Not all of these positions exist in every clinic or care setting. The specific combination of professionals depends on the nature of the practice.
What are the main financial considerations for veterinary clinics?
To maintain financial sustainability, veterinary clinics have to effectively manage revenues, expenses, and cash flows across the following categories:
Revenue streams: Clinics earn revenue primarily through fees for services such as consultations, surgeries, vaccinations, and diagnostic tests. Some also generate income from selling pet medications, food, and other products.
Pricing: Service fees are typically set based on the clinic’s location, the complexity of procedures, and the cost of materials.
Operating costs: Key veterinary clinic expenses include salaries for veterinarians and staff, rent or mortgage for the facility, utilities, medical equipment, and supplies. Other costs can include marketing, insurance, and maintenance.
Client payments: Clinics often use various payment methods, including cash, credit cards, and pet insurance. Some may offer payment plans or financing options for expensive treatments.
Insurance: Veterinary practices may have liability insurance, property insurance, and workers’ compensation to protect against potential risks and claims.
In veterinary medicine, it’s not uncommon for clinics to experience more fluctuation in patient numbers and procedures during times of economic uncertainty. To grow profitability, some clinics expand services or offer more specialized treatments with higher fees. Others focus on improving community outreach to draw in more potential clients.
What technology is used in veterinary clinics?
Veterinary clinics utilize a range of technologies to enhance animal care, improve diagnostic accuracy, and streamline operations. The most common technologies include:
Software
Practice management software: Specialized type of software designed to streamline and manage the various aspects of running a veterinary clinic or hospital.
Electronic medical record (EMR): Digitally store patient information, treatment history, and medical records for easy access and management. This capability may be included in the clinic’s practice management software.
Appointment scheduling system: Manages client appointments, reminders, and follow-ups. This may be included in the practice management software.
Telemedicine platform: Enables virtual consultations and remote monitoring of patients, expanding access to care.
Automated reminder system: Sends appointment reminders, vaccination alerts, and follow-up notifications to clients. This functionality is commonly included in the practice management software.
Scribing platform: Takes an audio record of a clinic visit to produce medical notes.
Dictation microphone + platform: Creates a transcript of the clinic visit.
Inventory management software: Tracks stock levels, orders supplies, and manages clinic inventory.
Diagnostic imaging equipment
X-Ray machine: Used for viewing internal structures and diagnosing fractures, tumors, and other conditions
Ultrasound machine: Provide real-time images of soft tissues and organs, useful for assessing internal conditions and pregnancies
CT scanner: Offer detailed cross-sectional images of the body, helping in diagnosing complex conditions.
MRI (Magnetic Resonance Imaging): Uses strong magnetic fields and radio waves to produce detailed images of soft tissues, joints, and organs, particularly helpful in diagnosing conditions affecting the brain, spine, and musculoskeletal system.
Laboratory equipment
Hematology analyzer: Measure blood components like red and white blood cells, hemoglobin, and platelets.
Biochemistry analyzer: Analyze blood chemistry to assess organ function and detect diseases.
Microscopes: Used for examining blood smears, tissue samples, and other specimens.
Anesthesia Machine: Deliver controlled amounts of anesthetic gases to maintain anesthesia during surgeries, ensuring patient safety and comfort.
Monitoring equipment
Electrocardiogram (ECG) machine: Monitors heart rhythms and detects cardiac abnormalities.
Pulse oximeter: Measures blood oxygen levels and pulse rate to monitor respiratory and circulatory function.
Capnograph: Measures the concentration of carbon dioxide in exhaled breath to monitor ventilation.
Surgical instruments & medications
Laser surgery equipment: Uses laser technology for precise cutting and cauterizing during procedures.
Endoscopes: Provide internal views of body cavities through minimally invasive techniques.
Automated drug dispensers: Help in accurately dispensing medications and managing inventory.
The future of practice management in veterinary medicine
In the future, more veterinary clinics will adopt practice management platforms and related technology solutions to make running a clinic easier. With modern AI technology, veterinarians and key staff members can offload burdensome responsibilities to make more time for patients and self care.
On the vet scribing side, PupPilot can turn audio recordings of clinic visits into full formatted SOAP notes within minutes. Vets are saving hours of documentation time every week by letting PupPilot write the first draft of their SOAP notes. To give PupPilot a try, schedule a demo here and get your first 25 SOAP notes free.