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SMART Goals to Implement CrVT Utilization and Team Optimization

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Table 5.1

Table 5.1 utilizes the SMART goals system to establish action plans for success. First, identify the issue needing a solution and define the needed steps to achieve that goal. The action items provide a step-by-step plan to achieve optimal CrVT and team utilization. To begin integrating greater utilization into the workflow, prioritize appointments/initial assessment utilization, surgical utilization, and telehealth/teletriage. Also, develop detailed plans based on agreed-upon protocols (use algorithms as defined by SOPs, including if/then matrix) and train everyone on implementation.

Click here to download PDF of Table 5.1

Issue Identified Our practice has determined that we do not utilize our team to maximal efficiency, resulting in the loss of team members, decreased revenue, and burnout.
Goal Improve revenue, reward the team, decrease turnover, and improve client retention and satisfaction
Objective OBJECTIVE 1 OBJECTIVE 2
SPECIFIC Implement CrVT utilization to the maximal capacity allowed by state regulation through team development, a gap analysis, and an understanding of maximal capacity as defined by state regulation. Develop and implement protocols and team training.
MEASURABLE
  • Less than 10% team member turnover year over year
  • Increase revenue by 10% through organic growth (not just price increases)
  • Increase wage ranges based on the scope of duties
  • Increase client satisfaction (as measured through surveys) from an average of 3/5 to 4.8/5
  • 50% of VAs are at level 2 within 6 months of hire
  • 75% of current VAs are at level 3 within 3 months of training and SOP rollout
  • 50% of CrVTs are at level 3 within 6 months of hire
  • 75% of current CrVTs are at level 3 within 3 months of training and SOP rollout
  • Increase the number of CrVT appointments by 10% month over month until maximal efficiency has been achieved
ACCOUNTABILITY
(in place of Achievable)		 ACTION ITEMS/ACCOUNTABILITY
  1. Create a Utilization Team with representation from all practice roles (veterinarian, CrVT, VA, CSR, and kennel team) to contribute to and participate in all decisions and activities of the team utilization plan.
    ASSIGNED TO _________.
  2. Complete a gap analysis to assess the current situation by evaluating the team’s daily duties and tasks. Identify which tasks are routinely performed by veterinarians that could be performed by CrVTs, as well as future growth opportunities if tasks are not a current duty (Table 5.3).
    ASSIGNED TO _________.
  3. Review the state practice act, rules, and regulations for a scope of duties that can be delegated to CrVTs and other team members with Immediate Supervision, Direct Supervision, and Indirect Supervision.
    ASSIGNED TO _________.
  4. Review the scope of practice as outlined by the AAVSB.
    ASSIGNED TO _________.
  5. Create a foundation of transparency with the team; present the findings of the gap analysis and seek input for successful goal implementation.
    ASSIGNED TO _________.
  1. From the completed gap analysis, identify training gaps for current protocols and what training needs to be developed to ensure successful implementation.
    ASSIGNED TO _________.
  2. From the completed gap analysis, identify opportunities for utilization that need to be implemented, what protocol(s) need to be developed, and what training needs to happen to ensure successful implementation.
    ASSIGNED TO _________.
  3. Develop a standardized workflow for optimal utilization that maintains team alignment.
    ASSIGNED TO _________.
  4. Develop standardized hospital processes and procedures to maintain team alignment and improve efficiency.
    ASSIGNED TO _________.
  5. Equitably assign tasks using the five rights model of delegation described in Section 2 of the Guidelines.
    ASSIGNED TO _________.
  6. Deliver team training that keeps the team aligned on workflow and provides tools for all team members to perform optimally at their level.
    ASSIGNED TO _________.
  7. Assess progress and provide feedback, both to individuals and as the whole team. Define where the practice was, where it is now, and the remaining goals to achieve.
    ASSIGNED TO _________.
RESOURCES
(in place of Relevant)		 Resources

  • State Veterinary Practice Act/Rules and Regulations found on the state board of veterinary medicine website
  • AAVSB Model Regulations—Scope of Practice for Veterinary Technicians and Veterinary Technologists
 Resources
TIMEBOUND TIMELINE

Action item #1 due:

Checkpoint date #1:

Checkpoint date #2:

Action item #2 due:

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Checkpoint date #2:

Action item #3 due:

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Action item #4 due:

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Action item #5 due:

Checkpoint date #1:

Checkpoint date #2:

Action item #6 due:

Checkpoint date #1:

Checkpoint date #2:

Action item #7 due:

Checkpoint date #1:

Checkpoint date #2:

Action item #1 due:

Checkpoint date #1:

Checkpoint date #2:

Action item #2 due:

Checkpoint date #1:

Checkpoint date #2:

Action item #3 due:

Checkpoint date #1:

Checkpoint date #2:

Action item #4 due:

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Checkpoint date #2:

Action item #5 due:

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Checkpoint date #2:

Action item #6 due:

Checkpoint date #1:

Checkpoint date #2:

Action item #7 due:

Checkpoint date #1:

Checkpoint date #2:
Add additional action items as needed

CrVT, credentialed veterinary technician; CSR, customer service representative; VA, veterinary assistant

The 2023 AAHA Technician Utilization Guidelines are generously supported by CareCredit, Hill’s Pet Nutrition, and IDEXX.

IDEXX
Care Credit
Hill's Pet Nutrition

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