Programs for Veterinary Specialty Hospitals
The following programs are offered by CalPro Research in partnership with Pfizer Animal Health. These programs are proven to help increase referrals. Our programs enable forward-thinking hospital leaders to implement Kaizen. Kaizen is a Japanese word that is translated as “constant good change.” These leaders gather feedback, compare their scores to our industry benchmarks, and use that data to help focus their staff on being best in class for client service and quality of care. This relentless focus enables high levels of client loyalty, general practitioner referrals, and employee engagement. The benefits translate to positive bottom-line financial impact.
Testimonial from a Specialty Hospital Owner
“Since beginning work with Calpro Research over a year ago our approach to making decisions on how we manage our clients and work with our referring veterinarians has changed completely. Making decisions based on actual feedback and data rather than our own perceptions has meant that we are now truly addressing the needs of our clients. The staff at Calpro are consummate professionals, taking the arduous task of collecting data and turning it into an easy, meaningful and educational experience for us. I cannot speak highly enough of the work they have done with us and we look forward to many more years of teaming up with Larry and his group”
Overview
We offer three feedback and benchmarking programs (see below) that help veterinary specialty hospitals achieve their goals in the areas of client service, general practitioner referrals and employee engagement. New for 2012 is CalPro University (see below) that our clients can use as a resource to help strengthen their practice and the veterinary care industry as a whole.
1. Collaborative Communications Initiative for Referring DVM’s
An annual program to gather feedback and benchmark the opinions of your referring DVM's.
Pfizer SKU: CPSC1
Includes:
- Survey to referring DVMs
- Fax and email invitations up to 1500 referring DVM’s
- Reporting and industry benchmark comparison
- Webinar for report presentation and action planning
- Communication back to participating referring DVM’s
- Two survey and action planning processes per year
- Access to CalPro University
- Does not include optional incentives for rDVMs to participate in survey
2. Vet-Survey: Client Feedback and Benchmarking Program
Our client feedback and benchmarking program, Vet-Survey, helps specialty hospital leaders get vital information from their clients. It is simple to set up, requires very little effort, and can be easily integrated into the veterinary clinic. The following video (3:30 minutes) explains the program. Simply press the play video button and then ask your Pfizer Representative how to sign up!
We have three options for Vet-Survey.
Option 1: Vet-Survey Real-Time Client Feedback for One Year
Pfizer SKU: CPVSA
Includes:
- Survey setup, hosting and instant email alerts
- Integration to practice management system for sending survey invitations via email to clients soon after their visit to the practice (or monthly assistance with data export and email sending if technically not feasible)
- Monthly NPS reporting, trends and industry benchmarking
- Training and support
- Conference calls to review reports and assistance with action planning
- Support via telephone and email
- This program is only available to those practices that ask clients for their email address and enter them into their practice management system.
- Program does not include optional incentives for clients to participate in survey
- Average response rate varies from 10 to 18%
- Access to CalPro University
Option 2: Vet-Survey Client Feedback – Single Use via US Mail
Pfizer SKU: CPVSM
Includes:
- Survey setup, hosting and instant email alerts for both online survey and telephone based (IVR) survey.
- Printing, addressing and mailing of 1000 postcards to practice clients
- NPS Report and industry benchmarking
- Conference call to review reports and assistance with action planning
- Program does not include optional incentives for clients to participate in survey
- Response rate of at least 10% is guaranteed.
Option 3: Vet-Survey Client Feedback – Single Use via Email
Pfizer SKU: CPVSE
Includes:
- Survey setup, hosting and instant email alerts for online survey
- Sending survey invitations via email to 1000 clients
- NPS Report and industry benchmarking
- Conference call to review reports and assistance with action planning
- Program does not include optional incentives for clients to participate in survey
- Response rate of at least 10% is guaranteed
3. Teamwork Tune-Up for Specialty Hospitals (New for 2012)
Pfizer SKU: CPTTU
- One employee survey per year
- Action planning templates
- Industry benchmarks (available after 10 hospitals have participated)
- Training videos and materials for managers
- Best practices for responding to employee feedback
- Telephone coaching for optimal results
- Access to CalPro University
Introducing CalPro University!
CalPro University will be available in the first quarter of 2012! This will be a secured website that CalPro Research clients will be able to use for:
- Training on using our feedback and benchmarking programs
- Best Practices for getting the most out of our programs
- Research Findings what we have learned that may answer strategic questions you may have about the veterinary industry
- Studies on the linkages of the Net Promoter Score and financial performance
- Leadership Development videos & white papers
Please contact us or your Pfizer Animal Health representative to request pricing and program details such as sample reports, sample surveys and training documents.
