Test your senior program
Senior pets need different diagnostics to ensure they live out their later years healthy and happy. Do you have a program to communicate the importance of senior screening?
Nov 01, 2006
Building a successful senior wellness program depends heavily on how good you are at marketing the value of your services. The team at Metzger Animal Hospital in State College, Pa., promotes their senior wellness testing at their twice-a-year senior exams and for any senior pets undergoing dental cleaning. "To encourage the tests, we do the senior screenings as part of the pre-screen if the pets are getting their teeth cleaned," says Caitlin Rivers, a Firstline Editorial Advisory Board member and a veterinary assistant and technician supervisor at Metzger Animal Hospital.
Launch your campaignThe first step is to identify your senior patients—starting at age 6 to 8—using your computer software, says Monica Dixon Perry, CVPM, a consultant with VMC Inc. in Evergreen, Colo. It's a good idea to kick off the discussion with a letter that introduces and explains the recommended tests and why they're important, she says.
3 keys to success
Once you've set your protocol, you're ready to hone your powers of persuasion. These tips will help you lock in compliance.
1. Use your words wisely. "The way you explain your senior tests is the most important thing," says Firstline board member Mandy Finnell, RVT, a technician at Cherokee Animal Clinic in Overland Park, Kan. She suggests drawing a comparison to clients' own experiences with their doctors. For instance, you might say, "You or I go in to the doctor every year to make sure we're healthy. Fluffy also needs regular care to monitor her health."
"Clients need to feel that they choose senior testing because they're helping their pets, not because you're making them do it," Finnell says.
2. Create a consistent message. "Clients need to hear the same message from the receptionist, the assistant, the technician, the doctor—and sometimes the technician again," says Finnell. "The more clients hear the message, the more they understand the importance of testing."
This means your whole team needs to understand your message and your protocols. "If clients ask your groomers and kennel attendants about your senior program, you want your team members to be able to discuss the testing your hospital recommends," says Perry. "So be sure to include everyone in your wellness program meetings."