1. Patient first
2. Highest quality medicine
3. Personal accountability
4. Client Support: compassion, education, satisfaction
5. Referral Veterinarian Support: communication, education, satisfaction
6. Commitment to continual improvement: professional, personal, business
7. Profit last
- Patient first: At NCVES, patients come first. All decisions will be made with optimal patient outcome in mind. While not all patients and guardians can afford “gold-standard” care, they will all receive gold standard service. It is our responsibility to educate pet owners on their options, assist them in making informed choices that best serve their pets’ needs, and then to support them in those decisions. Just because owners cannot afford the most costly treatment does not mean a satisfactory (to both the pet and the owner) outcome cannot be achieved. Optimal care (and subsequently client satisfaction) can be achieved by opening this dialogue at the time of first contact and maintaining it until the time of patient discharge.
- Highest quality medicine: Through a focus on outcomes based medicine, the business will work to elevate the quality of companion animal medicine on the San Francisco Peninsula. We will strive to constantly improve the quality of care we offer to our patients, independent of profit or cost. Evolution of the practice from emergency clinic to 24-hour urgent care, to a full-service specialty/referral hospital, will elevate the quality of medicine (through in-house continuing education, rounds, day and EC doctor interaction with specialists, etc) and will lead to integration of best practices from all departments, throughout the hospital, for the benefit of all our patients. This focus on optimizing practices and integrating knowledge from all sources will lead to improved patient outcomes, as well as increased client and referring veterinarian satisfaction.
- Personal accountability: Personal accountability is the key to developing and maintaining the highest standards of practice. The key to achieving consistent, high quality outcomes is developing a team approach where each member (from receptionist to kennel staff to specialist veterinarians) is fully invested in the outcome. Personal accountability will be reinforced through the use of positive reinforcement (profit sharing, bonuses, potential for investment in company/buy-in). Peer and group review (rather than direct supervisory review) will encourage growth without confrontation. Implementing non-confrontational methods of review (such as peer-based skills assessments) will speed the growth of staff skill sets and allow for increased compliance with practice needs.
- Client support: Client support is the key to achieving client satisfaction. A client who feels supported, educated, involved, and empowered in the decision making process is more likely to leave the situation feeling comfortable and satisfied with the situation, regardless of outcome. All staff, regardless of station, will seek to provide clients with the utmost in compassion at all times.
- Referral veterinarian support: Referral veterinarians are key to a successful referral practice. Communication with the referral community is paramount in achieving rDVM satisfaction. Communication must be clear, abundant, and timely in order to maintain the highest quality of patient care as well as support the practice of the rDVM. All referral cases must be offered transfer back to the referring veterinarian upon completion of emergency treatment/stabilization. All cases must be returned to the care of their established general practice veterinarian upon stabilization/completion of emergency treatment. Referral to a different clinic or transfer of the case to a specialist must be done with the explicit approval of both the client and the referring veterinarian.
- Commitment to continual improvement: Participation in the field of Veterinary Medicine entails a commitment to lifelong learning; not only through the acquisition of new skills, but, more importantly, through critical evaluation and improvement of one’s current skills and thought processes. There is no one on the team who cannot learn something new from another member; knowledge is meant to be shared. Strive to learn something new every day.
- Profit last: Profit is the natural result of the accomplishment of the above objectives and shall be appreciated but must always remain secondary in consideration to the provision of optimal patient care.