The Role of Hospitality in Building a Sustainable Specialty Practice

Presentation Description / Summary: It needs to be recognized that veterinary care is a business. Despite this, veterinarians need to think beyond running a profitable business, even though the lack of profitability will mean that most practices will be unable to provide veterinary care. Specialists are trained to manage complex medical cases. Hence managing a sustainable practice means that the veterinary care team must cultivate trust with owners and referral veterinarians that seek care for patients. To further improve the quality of care and the client’s experience, specialists and their team must go beyond just providing a veterinary service. Hospitality is the next frontier, by which the culture of the organization allows for an amazing animal care team to flourish and be able to provide outstanding care for owners and animals. When true hospitality is delivered trust and loyalty from clients is generated. This must be maintained over time, because trust takes time to build and seconds to be destroyed. By generating a culture that goes beyond service and into delivering hospitality, specialists and their team can have a successful practice.

Learner Outcomes: Understand what is hospitality in health care Discussed how the patient care can be improve Discussed how the trust can be gained