Benchmarking for the Veterinary Teaching Hospital

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Benchmarking for theVeterinary Teaching Hospital
James W. Lloyd, DVM, PhD Assistant to the
Dean Director, Office of Strategy and
Innovation College of Veterinary
Medicine Michigan State University
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Objectives

• Update on VTH benchmarking initiative
• Explore issue of customer service

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Why Benchmark?

• Internal comparisons
• Identify performance trends over time
• External comparisons
• Compare performance to similar operations

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Management Topics

• Finance
• Cost accounting
• Budgeting
• Reporting
• Benchmarks
• Pricing
• Setting prices
• Adjusting prices
• Benchmarks
• Legal/Ethical

• Human Resources
• Faculty issues
• Staff issues
• Marketing
• Referring veterinarians
• Clients/public
• Operations
• Efficiency
• Benchmarks

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Benchmarking Challenges

• Deciding what to measure
• Establishing standard definitions
• Who compiles the data?
• AAVMC comparative data report?
• Does everyone participate?
• Reporting frequency?

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VTH Benchmarking Task Force

• Mimi Arighi
• Jim Brawley
• Roger Fingland
• Gary Foltz
• Ron Haffey

• John Haven
• David Lee
• Dennis McCurnin
• Cecil Moore
• Ralph Richardson

Coordinated by NCVEI Howard Rubin Jim Lloyd
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Task Force Wish List

• How productive is the VTH faculty?
• How productive is the VTH by service areas (cost
  centers)?
• Level of client satisfaction/complaints
• Level of satisfaction among referring
  veterinarians
• Ratio of students, interns and residents to
  caseload
• Number of cases per service (impact on teaching
  level)

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Task Force Wish List (cont.)

• Number of cases per FTE
• Service lag time
• Accounts receivable (pro-bono impact and
  programs)
• Variable compensation for faculty and staff
• Staff turnover
• State support and other revenue generators

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Suggested Starting Data Points

• Gross revenue
• Case load
• State support
• FTE faculty
• House officers
• FTE staff
• Staff expense
• Direct costs (drugs, medical supplies)
• Accounts receivable
• Staff turnover

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Data Entry and Reporting

• NCVEI website demonstration
• www.ncvei.org
• Discuss VTH checklists
• accounts receivable example

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Recommended Follow-up

• NAVCA reviewer panel
• Append to (amend?) AAVMC comparative data report
• First report based on FY 2005
• Customer service benchmarks

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Customer Service

• NAVCA (TAMU, 2004)
• Average time per visit
• Overall, by service, by clinician
• Standardized, written customer survey
• Cases (or accessions) per complaint
• Task Force (August 2005)
• Service lag time
• Level of client satisfaction/complaints
• Satisfaction among referring veterinarians