Ready, Set, Goal! The Key to Practice Success Liane Laughlin and John Reischl March 21, 2019

Veterinarians are at the heart of all we do Veterinarians are at the heart of all we do. We are here for you and because of you. Covetrus is a new global company created by the merger of Henry Schein Animal Health and Vets First Choice. For years, both organizations have been your independent partners … now we are together as Covetrus. Who is Covetrus? We are a group of passionate people bringing together products, services, and technology into a single platform. We enable our customers, veterinary professionals, to connect to the solutions and insights they need to work best. This presentation is brought to you by the Software Services team, or formerly known as Henry Schein Veterinary Solutions.

Who is Covetrus Software Solutions? PiMS Solutions 7 7 Sites Team members ~400 Practices ~20K Clients 150M Patient Records ~450M

The key to practice success 4

80% of small business owners don’t keep track of their business goals. Source: INC

What should your goals achieve? Keep pets healthy Keep clients happy Ensure harmony and efficiency among staff Grow Revenue

Goal Differentiation Long Term Short Term A timeline of 3-5 years, these should articulate your company’s mission, and reflect the reason you were founded Short Term The timeline can vary but goals always should follow the S.M.A.R.T. criteria Source: INC

SMART Criteria Specific Measurable Action-oriented Realistic •    Specific. In order to work, objectives need to be concrete (not as abstract as your long-term aims) and highly detailed.  •    Measurable. Put a figure or value, such as a dollar amount or percentage, to the objective. •    Action-oriented. Lay out which actions need to be taken by which people, and when.  •    Realistic. Make goals challenging, but consider your resources so that you can actually achieve them reasonably. •    Time specific. Set a deadline to keep things on track.  Time specific Source: INC

Short term goals and long term goals should connect at every step One of the most important items here is that your short term goals should be helping you to achieve your long term goals. These should be connected. A M S Source: INC

What are we going to talk about today? Growing revenue Boosting profits Increasing efficiency Improving customer service Advancing patient care Elevating employee satisfaction

Growing Revenue Recapture missed charges Promote the benefit of bi-annual exams Offer senior pet laboratory screenings Increase treatment acceptance Remind clients about medication refills Talking points – When we think of growing practice revenue, we think of prices. However, increasing your prices is not the only avenue your practice needs to take here. There are several options, outside of increasing prices, that your practice can utilize to grow revenue.

Boosting Profits Implement security levels Create an employee commission schedule Revisit your inventory codes Review your products and services – it is about more than pricing! Review your products and services – it is about more than pricing!

Increasing Efficiency Efficient scheduling Integrated labs Product attachments Canned estimates Medical record templates & linked charges

Improving Customer Service Support appointment scheduling online Offer alternative methods of communication, like email or text Decrease “sticker shock” by providing estimates Provide wellness plans

Advancing Patient Care Electronic medical records Medical records forms & templates Integrated labs Integrated DICOM (x-ray) Images Graph weight history Customized take-home instructions Diagnosis codes

Elevating Employee Satisfaction Request input from staff Provide appropriate tools and training Share financial goals and milestones Ask for feedback Celebrate wins and talk about losses

Increasing efficiency Wrap Up Growing revenue Boosting profits Increasing efficiency Improving customer service Advancing patient care Elevating employee satisfaction

Training Online or in-person training available for your practice team Gain more efficiencies from your software Learn from the experts You don’t have to accomplish these goals on your own—or take on your practice management software on your own. We’re here to help. At Covetrus, we have a Training Team dedicate solely to help your veterinary team better understand how to utilize your software and a broader team dedicate to ensuring you’re utilizing everything Covetrus has available to your practice—including those items already included with your packages. Again, we are here to help.

Questions?

Thank you.