How to Use Vehicle Global Positioning System Tracking to Improve Ambulatory Efficiency

Collaborating with colleagues on new technology before implementation is a great way to improve success and reduce the stress of change for veterinarians and staff. Field service scheduling is challenging but with GPS vehicle tracking, cost and time savings are attained. Author’s address: Wisconsin Equine Clinic and Hospital, 39151 Delafield Road, Oconomowoc, WI 53066; e-mail: rbourne@wiequine.com.

1. Introduction

A global positioning system (GPS) is a space-based satellite navigation system that, when installed into veterinary vehicles, can provide location, speed, and time information. In an ambulatory veterinary practice this information can provide reliable information as to a vet’s location to aid in a more efficient response to emergencies, more efficient scheduling, and improved customer service. The technology can also be utilized to aid in vehicle maintenance management, to decrease fuel costs by allowing appointments to be scheduled by location more efficiently, and to assist doctors and office staff by plotting the quickest route between locations.

2. Materials and Methods

Installation of GPS technology was first discussed within the practice in 2011. Early conversations raised concerns with privacy issues for the veterinarians and, at the time, higher costs for individual GPS units prohibited their installation. For eight months we partnered with a veterinary practice in the United Kingdom and experienced their ups and downs with installing GPS tracking devices before we implemented this technology. Together, we learned about the technology, shared ideas, and addressed issues before our practice installed the system. During this time we researched the various companies offering the technology to find the most practical and cost effective for an ambulatory veterinary practice. In 2013 the costs for individual units and their installation had decreased as fuel costs were increasing. Our clinic was looking for ways to improve scheduling efficiency, cut costs, and improve customer service. Since vehicles were only being used for work purposes we elected to install the units in 9 clinic-owned vehicles instead of using cell phones or other devices to respect the individual veterinarian’s privacy. The evaluation parameters included the following:

• Operational cost savings
• Ambulatory scheduling efficiency both reactive (emergencies) and proactive (routine scheduling) 
• Vehicle maintenance management
• Cultural effects on staff

3. Results

During the first five months of operation, fuel costs decreased, on average, $101/month/vehicle. Improved scheduling efficiency has been demonstrated in the following ways: decreased time for emergency response since office staff know where the doctors are and can select the closest veterinarian to the emergency; when scheduling, multiple locations can be entered into the system and the most convenient route, including appropriate drive times, can be assessed; directions can be e-mailed to doctors from their current location to the next; when clients call wondering if the doctor is running on time our office staff has a better idea of their current location to assist the client. Our system can also track vehicle mileage to schedule vehicle maintenance. E-mails are sent to a central location and the doctors that remind them when the maintenance is due. Culturally, the doctors were initially concerned about their whereabouts being known (“Big Brother”). Management was also concerned that the technology would not be embraced and as a tool it would be underutilized and “forgotten.” Over time these have proven to be of little concern. Our front office staff utilizes the technology all the time. Overall, implementing this system has saved the practice money, improved scheduling and emergency response time and thus customer service, and the cultural concerns with staff have been minimal.

4. Discussion

Implementing vehicle GPS units in your practice is not a difficult process and by following these steps, you will improve the outcome:

1. Talk with colleagues that use GPS tracking and learn from their experiences: the good, bad, and ugly.
2. Research several service providers to find the right fit and price point for your practice. Demo the programs to get the best feel for the capabilities of the system.
3. Discuss with key personnel: the veterinarians, office administrative assistants, and owners, etc. and address potential concerns and value.
4. Monitor the system and empower staff to use it as a tool. Use the tools contained within the system and other metrics, including fuel costs, to assess cost savings and efficiency improvements.

Acknowledgments

Conflict of Interest

The Author declares no conflicts of interest.