Principles of Veterinary Hospital Management
Henry K. Yoo
(Executive Consultant Infinity Management Consulting & Co.)
Introduction: Veterinary Management is not any different from other business in terms of the essential components that leads the business to a success. The author wants to express some fundamental and principle matters that the audience can use when they go back to their work almost immediately. And these elements can be used and maintained for the progress of the operation of the hospital through a structured management process. Once the maintained elements are practiced repeatedly and duplicated by each members of the team, a new culture will be established as part of organizational philosophy.
Principles Successful Business: If we take a brief look at the factors that makes a business, we used to consider the factors like knowledge, money, information, employee and building where the business should be placed at. Although these were important in the past, now the needs are shifting since money, knowledge and information are much more available than ever before. So, the might be considered as negotiable items. The needs are shifting from these negotiable elements to the maximum use of People, Process and Products based on early stage of Business Planning. Also these 3Ps can be synergistically responding when there is a professional network that can maximize the presence of 3Ps. The reason why I call them as non-negotiable is in the fact that these are original and cannot be replaced with other factors.
3Ps: People Factor is the beginning of an organization. The team of dedicated People is central part of a successful unity and the People will continuously build process that is efficient system that controls work-flow. Dedicated People and Efficient Process are almost synonymous terminology when it comes to the operation of business since dedicated individuals always look for the way to make the system work more efficiently. Once the efficient Process is put in place by the dedicated People, it is almost natural for the people to yield quality Product from which the end-users experience the value since Product is only the outcome of the joint effort of People and Process. Amongst People, Process and Product, the most important element is People since it is the one that starts Process then onto the act of making products. The act of managing, navigating with and motivating People starts with People. This is why the author considers People is determining factor in the success of an organization.
People Management: Amongst the Management skills of People, I would like to point out the items that need to be considered for the effective results.
Selection Process: It is so important to know how to screen and interview to determine the fitness of the applicant to the job posted. Job application file should contain extensive process to reveal the past history on works and potential hiding elements. Work history of the applicants should in line with the present job unless the applicant is considering a new path. It is also important to ask right questions with open end while giving much more opportunity to the applicants to speak. A System to check the grammar, vocabulary and the ability in mathematics are all crucial elements that comes with job and communication with clients. Giving a while sheet of paper asking the applicant to write for the subject like “ Why should I be hired?” will reveal his/her ability to write, grammar, vocabulary and way of thinking. Important things are not to ask closed questions. Also listening more than speaking is a better way to explore more about the applicants’ ability. The record generated during the interview should be part of the file for the applicants if she/he is hired for verification in the future during and after job is awarded.
Exiting Process: Most of time, many employer and employees are not in speaking terms when the job terminates. Author educated the clients to use this opportunity to be the most honest time for each to give an advice and yield a clear reference since there is no attachments any more. It is also important for the employer to ask like “How do you see that we need to improve our management skill?” or “What was the most hard things for you during your employment?” to know the opinion of the exiting staff. Asking “Would like to come back to apply for a job in the future?” might be a way to continue the connectivity with the staff if condition improves when the times are better. I would also suggest to pay for the exiting interview since it might be a good gesture and money spent well as she/he leave the post.
Training & Education: Educated person becomes “More Responsive and Responsible”. Education is one of the best investments that the employer should pay attention in running a business especially in medical field. Staff is always in a position to give an advice and instruction for the better care of patients. Guiding clients with confidence and compassion will be the way to have the clients builds trust with the hospital group. As a result higher level of clients education will take place and close and trusting relationship between staff and clients are built as a result. Educating both Staff and Clients are one of the key to the success of an organization.
Motivation and Empowerment: Although this might be an extension of the upper mentioned Education and Training, motivating the staff through education/training, knowledge sharing and team support are part of the empowering mechanism. It is always important to encourage staff even after their crucial mistakes and to praise them for their jobs well done. Make a system that they can monitor their performance themselves as a team.
Leadership: Leadership does not have to hierarchical but at the level of flat organization. Voluntary act of performing for the better result and improvement of the products are always a sign of leadership. Make an environment where they take risks since it might be part of the learning process. Mistakes can be openly discussed for all staff to learn from it. Staff meeting (truly by the staff) is a democratic way of bringing up a discussion for all staff for their inquiry and personal opinion. This is a way to build leadership.
Incentive System: This is double edge sward. If it is used efficiently it will be a best tool. If not it can bring a disaster to the group also. Before setting a program to reward the staff and the team, a careful study should be made so that it is fair and making a sense so that all involved is happy. Money is not always the best motivator or element of incentive system.
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