Bayer Veterinary Care Usage Study: Seven Ways to build ......Bayer Veterinary Care Usage Study III:...
Transcript of Bayer Veterinary Care Usage Study: Seven Ways to build ......Bayer Veterinary Care Usage Study III:...
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BAYER VETERINARY CARE USAGE STUDY III:
FELINE FINDINGS
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Why a New Feline Study
Ian Spinks
President and General Manager
Bayer Healthcare LLC Animal Health Division, North America
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SPEAKERS Ian Spinks
President and General Manager
Bayer Healthcare LLC Animal Health Division, North America
John Volk
Senior Consultant
Brakke Consulting
Jim Thomas, PhD Senior Manager, Market Intelligence and Research
Bayer Healthcare LLC Animal Health Division, North America
Elizabeth Colleran, DVM, MS, Dipl ABVP
Specialty in Feline Practice
American Association of Feline Practitioners
Cristiano von Simson, DVM, MBA
Director of Veterinary Technical Services
Bayer HealthCare LLC Animal Health Division, North America
Bayer Veterinary Care Usage Study III: Feline Findings
©2012 Bayer HealthCare
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Why Bayer Veterinary Care
Usage Study
75 76
73
68
66
60
65
70
75
80
1997 2000 2003 2006 2009
Patients/Vet/Week
DVM State of Profession Survey, 2009
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AVMA Pet Owner Sourcebook, 2012
AAHA PulsePoints, 2010
271
250
243
230
218
200
220
240
260
280
2001 2003 2005 2007 2009
New Clients/FTE Vet
1299 1278
1184
1141
1070
1050
1100
1150
1200
1250
1300
1350
2001 2003 2005 2007 2009
Active Clients/Vet
AAHA Pulsepoints 2010 112,016
132,332
153,835
143,985
161,000
194,000
193,000 190,900
100,000
120,000
140,000
160,000
180,000
200,000
1996 2001 2006 2011
Pets, Visits 1996-2011
Pets (000)
Visits (000)
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Study Identified Reasons
• “Environmental” Factors – Recession
– Fragmentation of veterinary services
– Impact of Internet—information, communication, commerce
• Client Factors – Don’t understand need
– “Sticker shock”
– Feline resistance
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Cats Especially Underserved
More cats
than dogs
Fewer visits
Receive less
veterinary
care
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Downward Trend Continues
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59,700
70,800
63,300
60,500
58,000
60,000
62,000
64,000
66,000
68,000
70,000
72,000
1996 2001 2006 2011
Total Feline Visits, 1996-2011 (000)
AVMA Pet Owner Sourcebook, 2012
Bayer Veterinary Care Usage Study III: Feline Findings
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Bayer and AAFP
• Formed new collaboration
• Goals
– Understand obstacles more clearly
– Develop innovative solutions
– Foster broader utilization of AAFP’s
Cat Friendly Practice protocols
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New Veterinarian Study
• Understand changes since original study
– Visits
– Focus on cats
– Attitudes towards feline practice
• Improve feline healthcare
• Help veterinarians attract and serve more
feline patients
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What We Learned
• Some progress in past 2 years
• Visit volume, revenue still depressed
• Significant available capacity
• Growing recognition of cat opportunity
• Many good intentions, but need stronger follow-
through
• AAFP recognized, respected for feline practice
leadership
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Veterinary Research Findings 2012
John Volk Brakke Consulting
Jim Thomas, PhD
Bayer Healthcare LLC Animal Health Division, North America
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Methodology
• Qualitative
– 6 Focus groups – Boston, Atlanta, San Francisco
– Sept-Oct 2012
– Practice owners and associates
• Quantitative
– Online survey using proprietary Ipsos-Forward panel
– 401 practice owners, nationally representative
– Nov 2012
– Statistical margin of error ± 4.9% at 95% confidence level
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Bayer Study Helping Practices
• 70% claim at least some familiarity with
the Bayer Veterinary Care Usage Study
– 48% have specific recall
– Of these, 48% have made specific changes in
their practices as the result of the Study
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Visits Stagnant, But Improved
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More here Less here
Increase Decrease
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Revenues More Stable
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47%
11%
42% 45%
29% 27%
0%
10%
20%
30%
40%
50%
Increased Stayed the same Decreased
2010 2012
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Significant Unused Capacity
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% Appointments
utilized Jan-Sep 2012
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Many See Room for Improvement
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51% Satisfied 32% Dissatisfied
92%
Levels of Satisfaction with Practice Success
Yet Most See Practice as Average or Above
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Increased Visits Top Priority
for Growth
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For Cats, Action Lags Intention
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Earlier Study Identified Major Obstacle
Is Getting Cat to the Vet
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Some Addressing Problem;
Many Not
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Implemented Changes in last
2 years to reduce stress for cats?
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Staff Training Varies
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Has staff been trained to make
cat visits less stressful?
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Use of Other Cat-Friendly Techniques
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Provide Written
Report
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Limited Standardization of
Wellness Exams Within Practice
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The practice has
a standardized
approach
Each doctor is
responsible for
his/her own
approach
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Efforts to Keep
Wellness Protocols Current
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Last Time Wellness
Approach Revised Reasons Why Revised
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Measurement of Compliance
With Reminders Weak
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Types of Reminders Used Compliance Monitored
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AAFP, Program Awareness
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Aware
but not
familiar
Very
familiar
Have not
heard of
Familiarity with AAFP Programs Familiarity with AAFP
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Improving Medicine, Improving Practice
Elizabeth Colleran, DVM, MS, Dipl ABVP
American Association of Feline Practitioners
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We’re Not All Cat People
• 70% own cats
• 81% own dogs
• But we have preferences
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48% Prefer dogs 17% Prefer cats
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We Don’t Always Practice
What We Preach
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Wellness Exam Frequency On Own Pets
20% >1 yr
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Communication is Major Issue
• When asked in focus groups, veterinarians had
significant difficulty articulating a short, concise reason
why cat owners should come back for annual exams
– Most agreed, at least to some degree, that a healthy cat should
be seen at least once a year for a preventive checkup
– But when asked to explain why, they were unable to present a
logical and succinct response
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Find Cats More Challenging
Than Dogs
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Easy to work with
during exams
Challenging to
diagnose
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Improving Exam Protocols
• Feline exams can be improved with more
routine use of some procedures, e.g.:
– Behavioral assessment
– Environmental assessment
– Pain assessment
– Screening bloodwork
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Lessen stress level for
pet owners
Build a reputation as
a cat friendly practice
How To Reverse the Trend
Increase visits
Enhance care
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Focus Identify Develop
What can the Cat Friendly Practice program
do for veterinarians?
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Cat Friendly Practice (CFP) Goals
1. Help all staff levels
2.Reduce stress for
cats, owners and staff
3. Enhance feline care
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What is the CFP Program?
• Self Assessment
Checklist with 10 topic
areas
• Comprehensive
Educational Manual
• Online Process with Video
• Supplemental Photo and
Educational Resources Sponsored By:
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Specific Areas of Focus
• Understanding Behavior
• Owner Communication
• Waiting Room Comfort
• Handling Guidelines
• Exam Room
• Hospitalization/Cat Wards
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Why invest the time?
• Create safer, more relaxing visits
• Enrich health and well being of felines
• Foster trusting relationships, cat and
owner
• Attract more cat owners and feline
patients
• Boost job satisfaction
• Grow profitability
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CFP Benefits
• Public Relations Support
• Marketing Toolkit
• E-newsletters
• New Education Materials
• Ongoing Resources
• 2013 Consumer Campaign
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Public Campaign
2013 Consumer Campaign Directives Include:
• Educate pet owners on the need for routine
veterinary care
• Increase awareness on the value of
visiting a Cat Friendly Practice
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Program Success!
• 259 Approved Cat Friendly Practices
• 8 Pending Approval
• 522 In the Process of becoming a CFP
• Extremely positive survey feedback
Figures as of 12/17/12
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For more information
• Visit www.catvets.com CFP Icon
• Media Inquiries? Heather O’Steen, AAFP
(800) 874-0498 x207
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Call to Action
Elizabeth Colleran, DVM, MS, Dipl ABVP
American Association of Feline Practitioners
Cristiano von Simson, DVM, MBA
Director of Veterinary Technical Services
Bayer HealthCare LLC Animal Health Division, North America
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What Veterinarians Can Do Now
To Increase Cat Visits
• Find the un-served/under-served cats in your
practice
– Ask about other household pets on every visit
– Track reminder compliance
• Educate cat owners
on carrier use and
transporting
– The No. 1 obstacle!
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What Veterinarians Can Do Now
To Increase Cat Visits
• Make your waiting room as cat-welcoming as
possible
– Separate areas for dogs
and cats
– Visual barriers if possible
• Reserve one or more
exam rooms for cats only
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What Veterinarians Can Do Now
To Increase Cat Visits
• Train all staff regularly in
cat-friendly handling
• Review & refine exam
protocols
• Talk through the exam
• Use and dispense
feline-friendly medications
Bayer Veterinary Care Usage Study III: Feline Findings
©2012 Bayer HealthCare
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What Veterinarians Can Do Now
To Increase Cat Visits
• Send home exam report every time
• Schedule the next exam before the cat leaves
practice
Bayer Veterinary Care Usage Study III: Feline Findings
©2012 Bayer HealthCare
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What Veterinarians Can Do Now
To Increase Cat Visits
• Join AAFP
• Become a certified Cat Friendly Practice
Bayer Veterinary Care Usage Study III: Feline Findings
©2012 Bayer HealthCare
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Later This Year . . .
• Bayer and AAFP will
– Report the results of additional research
– Explore additional ways to help veterinarians
build their feline practice
Bayer Veterinary Care Usage Study III: Feline Findings
©2012 Bayer HealthCare
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QUESTIONS?
BAYER VETERINARY CARE USAGE STUDY III:
FELINE FINDINGS
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THANK YOU!
BAYER VETERINARY CARE USAGE STUDY III:
FELINE FINDINGS