Healtch Care Professionnals and Project Management: Practical Tips to Being Efficient

All areas combined, 70 percent of projects end up in failure. The long, costly and unpredictable nature of projects makes their management difficult. Imagine if this project is led by a veterinarian owner who must also head their practice, manage human resources, and treat patients. You have my deepest respect! Project management skills are distinctive. Veterinarians are trained to manage medical cases that involve a small number of individuals (pet owners, RVTs, sometimes a specialist), evolving over a short period of time and for which the priority is the patient. With projects, several players are often required (contractors, accountants, architects), the time span is longer, and the goal is the creation of a desired service or infrastructure. 

The success of a project is obtained when the schedule, budget and the scope of work are respected.

Most of the time, project management is done late in the day, after all patients have been treated and clients have been called. I see it with all veterinarian owners I work with; renovations, a move, a new grooming service or the purchase of a digital X-ray device become a source of stress. Practical tips can have a major impact on achieving this goal and to better appreciate this busy time. 

I had the privilege to be trained at what I once called the military school of project management: Pfizer Global Research & Development in Connecticut. It was where clinical trials of new drugs were led, both for animals and humans. I had the chance to work on a molecule that would become Cerenia®. It was a beehive of scientists and project managers. We were trained on everything and were strongly encouraged to complete our PMP (Project Management Professional) certification! I even had a 3-hour training on how to write an email, one of the skills most useful to me still. I had no idea that this discipline of work would be valuable to me all my life, personal as well as professional. So here are my best tips after having built the Centre vétérinaire Laval (30,000 square feet, 13 consultation rooms), started the veterinary network Passionimo (more than 30 members) and launched several products including Convenia® in Canada.

First of all, what is a project? What differentiates it from case management? It is an initiative with a well-defined goal (quality), with a financial budget and a limited period of time to which we attribute human resources. It is all the operational and tactical aspects that land a project within a triangle representing the quality-cost-time balance. Most projects do not respect these rules, in all fields. A sad example: the federal Phoenix pay system. A fiasco which is expected to near $1 billion in costs to Canadian taxpayers.

In the context of a veterinary practice, a project is exciting! It is important, however, not to get carried away by enthusiasm, expect the best and prepare for the worst!

-         Outline, as clearly as possible, your vision of the project. Use Pinterest to find ideas, browse other veterinary practice websites, go to VMX and WVC. Ask for recommendations in closed veterinarian Facebook groups. The more detailed your goals are, the more you will be able to share your plan with your team and optimize its performance. You will be confident in your choices. Floor coverings, there are hundreds; it can drive you crazy!

-         Make a folder and put in your favourites. Make a code word (ex.: reno2019, OpenHouse2019, etc.) and use it for all your documents. One of the first things you learn in project management is how to handle documentation. If someone else were to take the folder from you, how will they get their bearings? If you are looking for a file in 10 years, how are you going to locate it? Putting a date at the end of the file also helps you find the most recent version. I have seen documents titled final.final !

-         Try to anticipate the time required: divide your project in sections and for each, set a realistic time to make it happen. Think of the other tasks you need to accomplish. Is your timeline realistic if one of your veterinarians became pregnant? It is the most plausible scenario. We must be realistic and also have a Plan B. You want to avoid exhausting yourself. You will also have to learn to delegate early in the process.

-         Equip yourself with a project management tool. The aviation and construction industries have incredibly sophisticated systems that allow each trade to know, on a daily basis, which tasks need to be done. You don’t need to be as precise. Very intuitive and free platforms exist: Trello is a very user-friendly one. Asana is a great alternative. Add all the important players who are involved. And above all, you must lead by example and use it. Prompt team members who do not regularly use it to do so.

-         Divide your project into smaller segments and determine the critical points that will ensure that you reach your goals or not. Allow yourself to celebrate every major step, otherwise a project can quickly become a burden on the team.

-         Communication: all your communications should be documented. If you had an oral discussion with a supplier, rush to send them an email the same day that summarizes it, especially if speaking of deadlines, attributes and costs. My tip: start the email by: “As discussed today during our meeting, we agreed to […] If I get no response on your part, I will consider that we have the same understanding of the discussion.” This way, you protect yourself. Always copy yourself in messages and create a file to keep the exchanges.

-         Team meeting: put forward your leadership by asking for a brief update of the various project components from each person in charge around the table. It’s the best way for members to involve themselves in the project. At the end of the meeting, each person should briefly state their tasks ahead. If a matter is shared or transferred, clearly ask who is doing what when both individuals are present. You want to make sure that everyone has the same version. Update the project management tool along the way with the name of the person responsible and the date of completion.

-         Facebook, Messenger and texting: it’s so convenient! But it becomes a nightmare for project management. Where is the file? Who has responded and when? With which tool?  Be more rigorous and formal. Impose your style of communication and favour emails and your project management software.

-         What is one of the greatest qualities of a good surgeon? They work at a constant speed, no sudden or slow movement. This struck me when my teacher told me this during my internship. It inspires confidence and sets the pace for their team. Same thing in project management. You can’t push the team on Friday afternoon when you feel that the project has not progressed, and the rest of the week not follow-up. Do a little bit every day. Your colleagues and partners will be grateful to have a leader who is present and consistent. A minimum, on a daily basis.

You can’t push the team on Friday afternoon when you feel that the project has not progressed, and the rest of the week not follow-up. Do a little bit every day.

-         Knowing with whom to surround oneself: In good company, a project is a source of motivation. I have been involved in so many projects in my life, a constant has emerged: organized people attract organized people. There is a feeling that team members foresee hurdles and anticipate needs. Ask for references, go get individuals for their organizational skills and not for their knowledge in veterinary medicine. You want to keep these people motivated, who often thrive on projects: answer their questions quickly, don’t leave them searching needlessly. You will be very happy to have your documents well identified and a collaboration tool online!

Organized people attract organized people !

·      Risk management is an important part, but oh so difficult. How to anticipate what isn’t? Follow your intuition and the team’s communication model. There are risks that are impossible to anticipate (ex.: contaminated soil). On the other hand, there are risks related to human mismanagement that we might presume. When you perceive that a subject is avoided, team workers are vague and it is difficult to find information on a specific issue. Dig deep. My experience has shown me repeatedly that this discomfort comes from the fact that one or more people know that a risk exists but prefer not to be found responsible. Suddenly, it is the case that we are quickly talking about. It is the hot potato that is quickly heating up. This should call out to you.

Health Care Professionnals are known to be overachievers that nothing can stop. Many have thousands of talents, in addition to being very generous. Don’t be afraid to delegate and make a project meet your expectations!