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Brvc master presentation with audio
- 1. Templates Your ownsub headline This is an example text Your Logo Employee Presentation
- 2. Overview Vision, Mission& Core Values Our Clients & Patients BARK: Your Feedback “ Bishops' front desk staff, technicians, vets, assistants, pharmacy, they all genuinely care about your pet. How do I know this? Well for one, they remember you, they remember your pet…and express genuine concern for the well being of your pet. ” 8-1-14 Structure for Success BRVC : What’s Next?
- 3. VISION STATEMENT OptimalGuidance desired and future Inspiration… state… Be a leader in the Veterinary Industry by taking pride in treating every animal and their owner with unwavering compassion and kindness while providing premium, attentive and innovative Veterinary care and service.
- 4. MISSION STATEMENT Howwe operate... Extension of Vision… At BRVC we consistently provide compassionate care to our patients. We understand the needs of our clients and foster an environment of respect, How we define client service teamwork, ongoing learning and pride and veterinary care.
- 5. CORE VALUES BehaviorGuide Vision & Mission DirectioPnr o&v Fidoec…us Shared Goals Decision making In daily interactions
- 6. CORE VALUE WHATTHEY MEAN 1 EDUCATION 1 . 2 TEAM WORK 3 CLIENT SERVICE 4 COMMUNITY Cultivate a culture of respect and pride that support an effective and dynamic team effort. Provide a professional and courteous environment for all pet owners during every stage of their visit. CORE VALUES 5 MEDICINE Our team consists of highly skilled and trained professionals who strive to be the best Veterinary resource in the Bay Area. Being an active participant in our community. Partnering with pet owners in providing high quality medicine and surgery.
- 7. CORE VALUES: EDUCATION 1) In-house Dental Skills Development 2) Staff Mentor Training Program 3) In-House CE “Professionalism – Own It!” 4) Monthly In-House Medical Rounds 5) Veterinary Internships / Externships 6) Sending over 40 staff for offsite CE
- 8. CORE VALUES: TEAMWORK 1) Lives Saved! 2) All Staff Meetings 3) Staff Buzz 4) Cross Departmental Training 5) Team Hire / Working Interviews 6) Collaborative Effort Between Dr’s and Staff 7) Unique Client and Staff Bonds 8) Share Feedback & Ideas with team.
- 9. Core Values =Structure for Success BRVC CLIENTS Regardless of our Individual roles… Support Staff Veterinary Care & Service Veterinarian Coordinators Leadership SINDAaNmTETODeE VIeCNAnATTdTII VVEgEEoDal…
- 10. CORE VALUES: CLIENTSERVICE 1) Client Call Backs and Client Alerts 2) Online Payments 3) 24 hour / 7 days a week patient care staff 4) Mobile & Electronic Communications 5) Newsletter 6) Outside Exam Room 7) Online & Mail Order Refill RX
- 11. BRVC: Who areour clients? We strive to be the best in the Bay Area and clients know it! Clients from all over and bring a variety of pets to BRVC so your can treat them: # Zip Codes • 347 • 1,472 Registered New Clients Pet Owners • 22,692
- 12. BRVC: Who areour Patients? 22,000 Dog Patients 4,500 Cat Patients 500 Exotic & Pocket Patients
- 13. CORE VALUES: COMMUNITY 1) Rescue Support: Donating over $10,000 In Services / Month 2) Sponsor Local Dog Park Waste Stations 3) Local elementary and high school “Vet for a Day” 4) Girl & Boy Scout tours 5) Community Events • Emergency Preparedness Faire • Paws In the Park • Pleasanton Nights • Ice Bucket Challenge
- 14. CORE VALUES: MEDICINE 1) Specialty Services 2) Tailored Treatment Plans 3) Educational Correspondence Documents 4) “Ask the Vet” Articles 5) Mobile Surgeons 6) Medical Boarding 7) Various accreditations supporting our medicine
- 15. Structure for Success BRVC is organized with similar strategic goals to world renown health care providers: Primary & Urgent Care Services Selective Services Education
- 16. BARK: Feedback toImprovements Patient Care Improvements 1) Patient Care Daily Updates 2) Hospitalization Information 3) Patient Care visiting hours 4) Scheduled Discharge Appointments 5) Recovery Technicians.
- 17. BARK: Feedback toImprovements Technology Improvements 1) Allowing clients to make online payments 2) E- Account Statements 3) Text Appt reminders 4) PETLY 5) Pet Text Health Alerts 6) Updated Website and Mobile Site
- 18. BARK: Feedback toImprovements Staff Improvements
- 19. BARK: Feedback toImprovements Operations Improvements
- 20. BRVC: What’s Next? Reward Program for client engagement and loyalty Book appts, fill perscriptions, Email Vets Consistent brand image Employee Site New Equipment & Building Improvements New Ultrasound 2 Machine New Chemotherapy Hood Addtional Exam Rooms
- 21. Thank You Thankyou for providing 14 years of premium, dedicated, attentive and innovative Veterinary Care and Service to over 30,000 BRVC patients. We appreciate the work you do and so do our clients. Some of your patients would also like to share their gratitude!
- 22. Years of ServiceSlide Started This Year 1st Anniversary Hannah Sam Andrews Bundt Christine Austin Julie Rachel Gibson Bursley Alyson Campiotti Bari Cappelletti Max Doehrman Justin Hammond Lauren Lemma Alessandra Munoz Viktoria Narine Suyen Oliveras Marino Partlow Dr. Myrrh Sagy Chelsea Turner Jamie Zandstra 3rd Anniversary Danny Allhands 7th 8th 22 Anniversary Anniversary Years Monica 12 Years Carballar Dr. Cynthia Easton Dr. Larry Gilman Marcela Gozon Jacquelyn Hernandez 18 Years Chris Keas 17 Years Aunjilique Gonzalez 4th Anniversary Jessica Garcia Laurie Gibbs Dr. Kristi Peterson Dr. John Baine the 3rd 20 Years 13 Patti Kennedy Reina Loza Miriam Miller Jennifer Monte Michelle Ouellette Richard Romero Dr. Leanne Taylor 2nd Anniversary Liza Galindo Sierra Gordon Kirsten Willems 14 Years 11 Years Alec Shevyda Danielle Terri 14 13 Baker Capizano Years Years Abbye Graham 10th Anniversary Nikita Evans Cari Holmgren Breanna Olivia 9th Anniversary Hernandez Mahaffety Cheri Dr. Tara Trevor DesChamps Reynholds Miller Stephanie Rodriguez 5th Anniversary Stephanie Aguilar Rodney Jordan Miriam Segalini Deanna Stradford 6th Anniversary Jan Cain Sam Belmont Garrett Larson Sarah Porterfield Margaret Urquhart Emily Holdrege-MacDougall Dr. Shann Ikezawa Dr. Michele Dodd Carlos Garces Stan Mahan Emily Popper Anjela Rocha Kristin Unger Christina De Leon Dr. Liesl Peterson Sherri Witt Meg Rei Rachel Ray Nicole Ross Nikki Walden Traci Erin LeTourneau Selby Debbie Mullins Penny Profumo Devon Sherwood Tiffany Sapp Helen Tarantino Rachel Stauffer Rebecca Vifian Wendy Cindy Zuanich Sather Lauren Niki White Szyszka Jennifer Thompson Dr Stefanie Wong Dr. Kristel Weaver-Schoeneman Irene Troy
Editor's Notes
- #2 Slide 1 INTRO – Presentation Scope Need to re-record this one slide stops ½ way through ( recording).
- #3 Slide 2 – Overview As an overview, we’ll be walking through the following topics: - VISION, MISSION, Core Values - Structure for Success Who our clients and patients are BARK: Your feedback = Improvements What’s Next? We’ll take time to recognize those of you who have been here to celebrate milestones with us and walk through improvements made because we’ve heard your suggestions through BARK. Please note, there will be an interactive portion at the end of the presentation and we encourage you to pay close attention to some of our facts.
- #4 Slide 3 VISION What is a vision statement? It Defines the optimal desired future state of what an organization wants to achieve over time; it’s guidance and inspiration as to what an organization is focused on achieving in five, ten, or more years down the road. ***Animation Plane to Vision Everything we do today, positions us for how successful we are in the future. Our vision gives us an outline of where we want to go. Our vision statement is quite clear and reads: Be a leader in the Veterinary Industry by taking pride in treating every animal and their owner with unwavering compassion and kindness while providing premium, attentive and innovative Veterinary care and service. This vision has guided us over 14 years and will continue to with the assistance from our mission statement.
- #5 Slide 4 MISSION A mission statement is a “working horse” or extension of the vision pertinent to that organization. It outlines how we operate as an employer, business, a part of the community and how we define client service. ***Animation Plane to Mission Our Mission is simple, “At BRVC we consistently provide compassionate care to our patients. We understand the needs of our clients and foster an environment of respect, teamwork, ongoing learning and pride and veterinary care “
- #6 Slide 5 CORE VALUES INTRO Our Vision and mission statements provide direction, focus, and energy to accomplish shared goals. Values express the integrity that individuals and organizations believe in. They serve as a decision-making tool in daily interactions that guide behavior.
- #7 SLIDE 6 These core values (which maybe a part of the interactive portion): Education = Our team consists of highly skilled and trained professionals who strive to be the best Veterinary resource in the Bay Area. 2) Team Work=Cultivate a culture of respect and pride that support an effective and dynamic team effort 3) Client Service = Provide a professional and courteous environment for all patients during every stage of their visit. 4) Community =Being an active participant in our community 5) Medicine = Partnering with pet owners in providing high quality medicine and surgery We want all clients to view us a resource for every aspect of pet care. These core values help us communicate what type of pet care services we offer and let clients know we will deliver the most dedicated, attentive and innovative Veterinary Care and service in the Bay Area.
- #8 Slide 7 Education The first is Education: Our team consists of highly skilled and trained professionals who strive to be the best Veterinary resource in the Bay Area. We prioritize educating you and making sure you have the support, resources and tools needed to answer any and all client questions during their visit. A few example of our core values at work include: In house Dental Skills Development Staff Mentor Training Program In house CE “Professionalism – Own It!” Monthly Medical Rounds Veterinary Student Internships & Externships So far sending over 40 staff for offsite CE this year .
- #9 Slide 8 Core Values – Team Work Cultivate a culture of respect and pride that support an effective and dynamic team effort. Being a part of the BRVC staff means we are a team and act with utmost respect and care toward pet owners, pets, and each other. As a team we ….. Save Pet’s Lives Attend Staff Meetings Keep up to date via the Staff Buzz Participate Cross Training in every department. Participate in Working Interviews & Hiring Process for Potential Staff Work Collaboratively Between Doctors and Staff We nurture and value the unique Client and Staff Bonds We share feedback and Ideas with the team. Potlucks
- #10 Slide 9 When we follow our Core Values, we’re able to provide premium Veterinary care and service to over 200 patients every day and 11,000 pet owners each year. BRVC is organized with multiple layers of communications support in order to implement our Core Values and continuously provide quality patient every day. Regardless of our individual roles, we all strive to achieve the same end goal; providing premium, dedicated, attentive and innovative Veterinary care and service to all BRVC clients.
- #11 SLIDE 10 Our third Core Value is Client Service Provide a professional and courteous environment for all pet owners during every stage of their visit. Regardless of the role we each play, we all strive to exceed our clients expectations of service. Client Service is exemplified through: Client Call Backs and Client Communications alerts ALLOWING CLIENTS TO MAKE Online Payments 24 hours a day 24 hour / 7 days a week patient care staff Mobile & Electronic Communications Monthly client Newsletter Outside Exam Room Assisting clients in refilling their pets medication through online, call in, email and Petly channels.
- #12 Slide 12 With all the types of services we offer under our 3 categories of Primary, Urgent Care and Selective Services, as BRVC staff, it’s important to know who are clients are and where they come from. Because of you and your outstanding communications and support, we are proud: That we have clients from 347 different zip codes - We register over 200 new clients each month We have an active client base of over 20,000 clients You’re the reason clients keep coming back and new clients leave happy after their initial visit.
- #13 In addition to our growing number of active clients, some of the patients you’ve see this year include: We have over 22,000 dogs patients - We have over 4,500 cat patients You’re the reason clients keep coming back and new clients leave happy after their initial visit. We have over 180 clients walk through our doors everyday.
- #14 Slide 10 Community Being an active participant in our community. Some examples of how the Community Core Value is engaged: We Donate over $10,000 a month in Veterinary Services to Rescue Pet Partners . Sponsor Local Dog Park Waste Stations in all San Ramon dog parks Vet for a Day program for local elementary and high school students Girl & Boy Scout tours and interaction with staff Community Events Emergency Preparedness Faire Paws In the Park Pleasanton Nights Ice Bucket Challenge
- #15 Slide 11 Medicine Partnering with pet owners in providing high quality medicine and surgery. We are able to offer clients: Various Veterinary Specialty Services We partner with pet owners to provide Treatment Plans that fit their financial & care needs. Educational Correspondence Documents “Ask the Vet” Articles Mobile Surgeons Medical Boarding AND Various accreditations supporting our medicine
- #16 Slide 11 Structure for Success Because of your participation in implementing our values everyday, we are following the route to success similar to other renown health care providers and leading innovators in Veterinary and Medicine service providers. When clients visit BRVC they expect the best because that’s what you provide.
- #17 Part of the way we’re able to provide implement improvements to keep exceeding our clients expectations in service is because of your participation in BARK. BARK is a real time reporting channel which we use to constantly measure and monitor the quality of Veterinary care and service we provide. This system allows us to effectively and efficiently monitor our core values inside daily operations and act as a structure to necessitate improvements and share daily desire for improvements and successes. Because of your dedication to communicating through BARK, we’ve already seen a number of improvements made in all facets of our organization: Some examples include: Patient Care 1) Patient Care Daily Updates 2) Hospitalization Information for clients leaving their beloved pets in our care. 3) Patient Care visiting hours 4) Scheduled Discharge Appointments 5) Recovery Technicians.
- #18 Technology Changes 1) Allowing clients to make online payments 2) E- Account Statements 3) Text Appt reminders 4) PETLY 5) Pet Text Health Alerts 6) Updated Website and Mobile Site
- #19 Staff Changes 1) Weekly Staff Buzz keeping everyone on the same page. 2) Allowing 10 Hour Work Shifts 3) Procedure & Outpatient Technicians 4) Campo Di Bocce – Holiday Party November 2014 5) Continued Team Building & Staff Development
- #20 Operations Changes All Department Cross-training Efficiency Codes for Pharmacy and Patient Care Saturday Elective Procedures Scheduled Discharge Appointments Boarding Reservation & Confirmation Process Boarding Peak Fees
- #21 BRVC APP & Rewards Rewards for client engagment and loyalty for filling prescriptions Book appts, fill perscriptions, reaching us ! Brand Image Consistent brand image Employee Site Once place for internal communications. New Equipment & Building Improvements New Ultrasound Machine New Chemotherapy Hood Addtional Exam Rooms
- #22 Thanks to you working as a team; implementing improvements and practicing values we’re excited to watch our growth in the future. You’re the reason our clients keeping coming back and we appreciate all the work you do. On behalf of all the Bishop Ranch Veterinary Center & Urgent Care management, partners and clients and their patients…. Thank you for continuously providing premium, dedicated, attentive and innovative Veterinary care and service.
- #23 Operations Changes All Department Cross-training Efficiency Codes for Pharmacy and Patient Care Saturday Elective Procedures Scheduled Discharge Appointments Boarding Reservation & Confirmation Process Boarding Peak Fees