VNA Level III Module 9: Goal · PDF fileIn this module, we’ll show you an effective...

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Transcript of VNA Level III Module 9: Goal · PDF fileIn this module, we’ll show you an effective...

  • Learning ObjectivesAfter completing this module, the benefits you realize should include:

    Understanding the importance of planning for improvement Being able to create a focused Goal Planner Appreciating the importance of a S.M.A.R.T. Objective Knowing that Goal Planning can be used with any product or service to enhance pet care

    and practice productivity Preparing for the Applications section after Module 10, where youll actually create a Goal

    Planner involving proper pet nutrition and Hills pet food products

    VNA Level III Module 9: Goal Planning


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    VNA Level III Module 9: Goal Planning

    IntroductionWhile some of the concepts presented thus far in Level III of VNA may have been relatively new to you, the concept of Goal Planning is probably something youve been applying to some degree all your life: School projects, vacations, strategies in sports, interviewing for a job, finding the right moment to ask an important question, high school and college courses to take Along with all of these no doubt, was the element of identifying a specific idea either alone or with a group (as we discussed in the last module) to focus on, having defined or defining for yourself an accomplishment, (what would be considered a successful outcome), then crafting a way to help ensure you achieved your goal. It is this last part, Goal Planning that we will address in this module, building upon what you have learned thus far in the Hills Veterinary Nutritional AdvocateSM educational experience. Remember your overall objective: To enhance your ability to be an advocate for the pets best interest!

    Note: The Applications Section of this Level of VNA will require you to develop and submit a Goal Planner relating to one of seven Overall Goals on proper pet nutrition. Once youve sent in your completed Goal Planner, youll obtain the distinguished designation of Hills Veterinary Nutritional Advocate!

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    VNA Level III Module 9: Goal Planning

    Why Have Goals?There are innumerable reasons for having goals. For the simple examples below, think how supposedly enjoyable activities could become chaotic if you:

    Needed to meet someone at a certain time, but didnt know what time. Had a report due in school, but didnt know what the topic was, or when it had to be turned in. Started to go on vacation without knowing your destination, or how to get there. Were involved in some sort of competitive sport, but no one kept score. Went to high school, but didnt know at what age you where supposed to graduate. Interviewed for a job, but didnt know anything about it or why you wanted the position.

    As you can imagine, in each instance, youd be extremely frustrated and confused, mainly because you did not have a plan! Not only that, you did not know WHY you were doing an activity, and didnt know if there were any potential benefits to you for your time and effort.

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    VNA Level III Module 9: Goal Planning

    Why Have Goals?In this module, well show you an effective Goal Planning process that will help you and your entire veterinary health care team (VHCT), deliver even better care to the pets and people you serve. While this process can be used for any product or service your practice provides, well utilize examples incorporating HillsScience Diet and Prescription Diet pet food products. With Goal Planners involving proper pet nutrition, youll also appreciate how everyone involved benefits. Specifically:

    Pets: Ideally, a longer and healthier life.

    Pet Owners: Enjoying interacting with their pet as long as possible.

    Personnel: Promoting responsible pet ownership and appropriate care ina team environment.

    Practice: Good Medicine/Good Business.

    This Goal Planning process can be utilized with any product or service to enhance pet care and practice productivity.


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    VNA Level III Module 9: Goal Planning

    Effective Goal PlanningAlong with a clearer understanding of Leadership and Teamwork, and utilizing such helpful processes as The Improvement Engine and T.A.L.K. (from previous modules in Level III of VNA), the steps below can help ensure a successful Goal Planning process:

    1. Reaffirm the philosophy of your practice. Make sure everyone on your team is aligned with the practices mission, vision

    2. Utilize the T.E.A.M. approach. Together, Everyone Accomplishes More. Utilize the ImprovementEngine process.

    3. Examine your practices potential. Look at a general area of improvement, using T.A.L.K.4. Define a S.M.A.R.T. Objective. S= Specific, M= Measurable, A= Action-oriented, R= Realistic, T= Time-bound

    (S.M.A.R.T. information to follow).

    5. Develop a Goal Plan. (Goal Planning templates to follow).6. Monitor progress. Display and update a chart or graph for all team members to review frequently.7. Celebrate success. Enjoy achieving your goal!8. Review the process and involvement. Was your Goal Planner conducted correctly? Did the team rally around

    the S.M.A.R.T. Objective?

    9. Integrate learnings from Goal Planning into the practices enhanced protocol for pet care. Refinement of this type of activity will lead to increased productivity.

    10. Continuous Improvement. You dont have to be sick to get better! Keep creating ways to exceed petowner expectations!

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    VNA Level III Module 9: Goal Planning

    The Goal PlannerPlease click on the Goal Planner Template to print this document for future reference.

    Figure 1. Goal Planner TemplateStart Date: End Date:

    Overall Goal:

    S.M.A.R.T. Objective: Specific Measurable Actionable Realistic Time-bound

    Action Steps Leader Participants Date Completed

    Progress Chart:Leader:Update Frequency:

    Celebrating Success:Upon successful attainment of our objective... (In S.M.A.R.T. format):

    Commitment:Initialing and dating this form signifies my commitment to the S.M.A.R.T. Objective


    2003 Hills Pet Nutrition, Inc

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    VNA Level III Module 9: Goal Planning

    The Goal PlannerKey Elements of the Goal Planner:

    Start Date and End DateFor most products and services, a Goal Plan should be conducted for no longer than 1-3 months. If designed to be longer, it is very possible for the team to lose focus. By keeping it to around 4-12 weeks, the team will be more enthusiastic in watching their progress, staying on task and anticipating their Celebrating Success reward.

    Overall GoalThe team, in accessing ideas to work on, either via the Improvement Engine, (Level III, Module 6) or some other process, should define an area that can enthusiastically be addressed. This is the Overall Goal, for example; to improve care in pediatrics, oral care, weight management, senior care).

    S.M.A.R.T. ObjectiveThe T.A.L.K. process, (Level III, Module 8) can help the team be more focused in creating a Goal Planner that has taken into account the Overall Goal, and the teams creativity, discussions, refinement and voting. This idea that emerges as the one with the most votes can be the essence of a the Goal Planners S.M.A.R.T. Objective where:

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    VNA Level III Module 9: Goal Planning

    The Goal PlannerS= Specific. The objective should be as succinct as possible so everyone on the team has a clear idea of the process and expected outcome. Examples below.

    M= Measurable. The old adages, What gets measured gets done and Inspect what you expect are applicable here. Progress needs to be tracked, and is usually best accomplished via a graph or chart.

    A= Action-oriented. Everyone on the veterinary health care team needs to be involved, taking positive action in order to reach a goal. This means the goal should be defined with demonstrable terms as increase, perform, sell, work up

    R= Realistic. The VHCT may be so excited about the practices potential in a certain area of improvement that they try and set too aggressive of a goal. The risk in this approach is falling short of their goal, for whatever reason, then becoming disillusioned about the goal planning process. Being realistic means to establish a goal that the team should be able to reach without compromising any of the other important activities of the practice. Reaching a goal can be exhilarating, and as a result, bigger challenges can be set, building upon success.

    T= Time-bound. These types of goals should be no longer than three months, which allows the team to stay focused and enthusiastic. This also helps eliminate procrastination.

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    VNA Level III Module 9: Goal Planning

    The Goal PlannerExample: Objectives that are NOT S.M.A.R.T.

    Do more dentals. (Not S or T).

    Conduct puppy training classes for every puppy owner we see over the next8 weeks. (Not R).

    Have clients create a list of questions to ask. (Not S, M, A, [on VHCTs part]or T).

    Run lab work on 50% of all the dogs and cats we see over 7 years of age for the next month. (Not S, [what kind of lab work?] M, [should use real numbers of patients/clients versus percentages].

    Fill appointment book from 3-4pm with only rechecks. (Not S, [what constitutes a recheck?], R or T).

    Each team member smiles and greets pet owners and pet by name for the next 2 months. (Not M, R, [how will everyone know the names?]).

    For the next 12 months, sell a lot more nutritional products. (Not S, M, R, and the T is much too long).