VETERINARY MEDICAL EXAMINING BOARD Annual Performance Progress Report (APPR) for Fiscal Year 2005-06 Due: September 30, 2006 Submitted: December 5, 2006 To obtain additional copies of this report, contact Name of Agency at agency phone and address, or visit http://www.oregon.gov/das/opb/govresults.shtml#annual_performance_reports. Agency Mission Insert mission statement here. ABOUT THIS REPORT Table of Contents Page TABLE OF MEASURES...2 PART I: EXECUTIVE SUMMARY...2 PART II: USING PERFORMANCE DATA...4 PART III: KEY MEASURE ANALYSIS...5
ABOUT THIS REPORT Purpose of Report The purpose of this report is to summarize the agency s performance for the reporting period, how performance data are used and to analyze agency performance for each key performance measure legislatively approved for the 2005-07 biennium. The intended audience includes agency managers, legislators, fiscal and budget analysts and interested citizens. 1. PART I: EXECUTIVE SUMMARY defines the scope of work addressed by this report and summarizes agency progress, challenges and resources used. 2. PART II: USING PERFORMANCE DATA identifies who was included in the agency s performance measure development process and how the agency is managing for results, training staff and communicating performance data. 3. PART III: KEY MEASURE ANALYSIS analyzes agency progress in achieving each performance measure target and any corrective action that will be taken. This section, the bulk of the report, shows performance data in table and chart form. KPM = Key Performance Measure The acronym KPM is used throughout to indicate Key Performance Measures. Key performance measures are those highestlevel, most outcome-oriented performance measures that are used to report externally to the legislature and interested citizens. Key performance measures communicate in quantitative terms how well the agency is achieving its mission and goals. Agencies may have additional, more detailed measures for internal management. Consistency of Measures and Methods Unless noted otherwise, performance measures and their method of measurement are consistent for all time periods reported.
Agency Mission: Ensure public and animal health and safety through examination, licensing and regulation of veterinary professions in Oregon. TABLE OF MEASURES 2005-07 KPM# 2005-07 Key Performance Measures (KPMs) Page # 1 Ensure Public Protection Average time from receipt of a new complaint to completion of the investigation. 2 Ensure Public Protection Percent of decisions not contested, appealed or upheld on appeal. 3 Customer Service Percent of customers rating their overall satisfaction with the agency above average or excellent. Customer Service Percent of customers rating satisfaction with agency services above average or excellent for: A. Timeliness B. Accuracy 4 C. Helpfulness D. Expertise E. Information Availability Contact: Lori Makinen Phone: 971-673-0223 Alternate: Emilio E. DeBess, DVM Phone: 503-731-4024 I. EXECUTIVE REPORT 1. SCOPE OF REPORT KPMs address the agency s complaint resolution and adjudication process and general administrative work, such as providing examination and licensing assistance, rule interpretation and technical assistance, and referral to other relevant public and private entities. 2. THE OREGON CONTEXT Oregonians expect and are entitled to well-qualified veterinary practitioners and good quality veterinary care. The Oregon Veterinary Examining Board ensures that the public is protected from sub-standard veterinary practice by granting licensure only to applicants who pass national as well as Boardadministered qualifying examinations and vigorously enforcing the Veterinary Practice Act to rehabilitate or suspend or revoke the licenses of individuals whose work falls below the standard of practice. The Board works closely with its sister agencies, such as other states veterinary boards, the Drug Enforcement Agency, Food and Drug Administration, Oregon Dept. of Agriculture, Attorney General, Pharmacy Board, and state and municipal animal control and law enforcement agencies. The Board also maintains positive working relationships with its private sector partners, such as the Oregon Veterinary Medical Association and regional associations, the veterinary pharmaceutical industry, and providers of veterinary Continuing Education. The Board is a member of the American Association of Veterinary State Boards (AAVSB) and the Federated Association of Regulatory Boards (FARB). 2
Agency Mission: Ensure public and animal health and safety through examination, licensing and regulation of veterinary professions in Oregon. 3. PERFORMANCE SUMMARY KPM Progress Summary Key Performance Measures (KPMs) with Page References # of KPMs KPMs MAKING PROGRESS at or trending toward target achievement Customer Service - Percent of customers rating their overall satisfaction with the agency above average or excellent. Customer Service Percent of customers rating satisfaction with agency services above average or excellent for: A. Timeliness B. Accuracy C. Helpfulness D. Expertise E. Information Availability 2 KPMs NOT MAKING PROGRESS not at or trending toward target achievement Ensure Public Protection Average time from receipt of a new complaint to completion of the investigation. Ensure Public Protection Percent of decisions not contested, appealed or upheld on appeal. 2 Total Number of Key Performance Measures (KPMs) 1 4. CHALLENGES Complaint Resolution: The Board meets approximately every two months and periodically meets via teleconference. Discussion and resolution of complaints comprises most meeting agendas. Complaints that have not been resolved by staff involve complex clinical and procedural issues. The Board is loath to make ill-considered, hasty decisions; therefore, analysis and discussion of each complaint is lengthy in order to arrive at a majority opinion that fulfills the Board s mission. Very rarely does the Board meet for less than two days. The commitment of time and loss of income for members is a determining factor in frequency and length of meetings. Telephone meetings are possible only for issues that do not require joint examination of medical records and diagnostic tools such as x-rays, thermographs, etc. Uncontested Discipline Decisions: In 2005, the American Veterinary Medical Association began offering low-premium discipline defense insurance of up to $25,000 to members. There is no empirical evidence available, but it is likely that this benefit will encourage veterinarians who are disciplined by the Board to challenge the decision. The proliferation of animal-related services by unlicensed entities, such as dog day-care facilities, animal massage and other alternative care methods, will likely include conduct that may cross over into actual practice of veterinary medicine. The proliferation of animal law specialties in public practice and law schools nationwide is a trend that will heavily impact the Board s work, as the public becomes more aware of the availability of these resources. 3
Agency Mission: Ensure public and animal health and safety through examination, licensing and regulation of veterinary professions in Oregon. 5. RESOURCES USED AND EFFICIENCY: The Board s budget is $479,984 for 2005-07. Performance efficiencies are evident in the Board s continued provision of services without having raised licensing fees for over 10 years or adding staff (currently at 2.25 FTE). Efficient use of limitation is evident in the fact that the Board has not made an Emergency Board appearance in over 10 years. 4
Agency Mission: Ensure public and animal health and safety through examination, licensing and regulation of veterinary professions in Oregon. Contact: Lori Makinen Phone: 971-673-0223 Alternate: Emilio E. DeBess, DVM Phone: 503-731-4024 II. USING PERFORMANCE DATA The following questions indicate how performance measures and data are used for management and accountability purposes. 1 INCLUSIVITY Describe the involvement of the following groups in the development of the agency s performance measures. 2 MANAGING FOR RESULTS How are performance measures used for management of the agency? What changes have been made in the past year? 3 STAFF TRAINING What training has staff had in the past year on the practical value and use of performance measures? 4 COMMUNICATING RESULTS How does the agency communicate performance results to each of the following audiences and for what purpose? Staff: Identify and meet goals. Elected Officials: Review through budget process. Stakeholders: Participate in surveys. Citizens: Participate in surveys. Customer service goals used to make personnel changes, improve and streamline complaint evaluation and presentation to Board. New staff trained in software and database applications. Database contractor directed to make data collection and extraction improvements. Staff: In person. Elected Officials: Through the budget document and presentation, or upon request. Stakeholders: Newsletters and website. Citizens: Upon request. 5
Agency Mission: Ensure public and animal health and safety through examination, licensing and regulation of veterinary professions in Oregon. III. KEY MEASURE ANALYSIS ENSURE PUBLIC PROTECTION Average # of days from receipt of new complaint to completion of investigation. Goal Ensure public protection by investigating and resolving consumer complaints within 60 days. Oregon Context No. 1 Ensure Public Protection Data source Visual FoxPro Licensee Database, Complaints Owner Veterinary Medical Examining Board, Lori Makinen, 971-673-0223 Measure since: 2002 1. OUR STRATEGY Improve database options to further automate complaint status tracking, and facilitate members pre-meeting review activities to ensure thorough understanding of cases. 2. ABOUT THE TARGETS Prompt resolution of consumer complaints allows Board and staff to focus on other agency needs and gives the public an example of efficient and effective regulation. 3. HOW WE ARE DOING Average time to resolve complaints rose in 2006. 4. HOW WE COMPARE There is no private sector comparable entity. The Board s rate of complaint resolution is comparable to other state veterinary boards with similar staffing, agency structure and meeting schedules. 140 120 100 80 60 40 20 0 Average Time from Receipt of a New Complaint To Completion of the Investigation Data Targets 99 00 01 02 03 04 05 06 07 Data includes approximately 163 complaints reviewed and resolved by the full Board through November 2006. 5. FACTORS AFFECTING RESULTS A difficult, high-profile case with multi-jurisdictional characteristics took almost two years to complete, due in part to 79 separate complaints and simultaneous civil cases being tried. This drove the average resolution time up significantly. Otherwise, the Board continues to resolve cases in less than the statutorily required reporting deadline of 120 days. Three experienced Board members terms expired in 2006. New members are undergoing learning curve. This measure is expected to be back in target in 07-09. 6. WHAT NEEDS TO BE DONE The Board will continue to strive to resolve complaints promptly and efficiently. 7. ABOUT THE DATA Data is extracted from FoxPro Visual Licensee Database and is accurate to the extent that data entry is correct and timely. Data does not include nonjurisdictional complaints resolved by staff, minor jurisdictional complaints resolved through staff mediation efforts or open cases. 6
Agency Mission: Ensure public and animal health and safety through examination, licensing and regulation of veterinary professions in Oregon. KPM #2 ENSURE PUBLIC PROTECTION Percent of decisions not contested, appealed and/or upheld on appeal. Goal Render disciplinary decisions that are not contested, appealed and/or upheld on appeal. Oregon Context Data source Internal investigatory and public documents. Owner Veterinary Medical Examining Board, Lori Makinen, 971-673-0223 Measure since: e.g. 1999 1. OUR STRATEGY The Board demonstrates its effective and efficient use of statutory authority by making reasoned, sound and appropriate disciplinary decisions. The Board plans to meet this measure by thorough and expert evaluation of all jurisdictional complaints and objective and vigorous enforcement of the provisions of the Veterinary Practice Act. 2. ABOUT THE TARGETS If the Board is making sound and reasonable discipline decisions, the number of requests for contested case hearings, or of cases appealed will be low. A low percentage of requests for hearings or cases appealed indicates that the Board is exercising its regulatory appropriately and in the public interest. 3. HOW WE ARE DOING This measure was at target in 2003 and 2004. It has dropped slightly in 2005 and 2006. 4. HOW WE COMPARE 120% 100% 80% 60% 40% 20% 0% Percent of Decisions Not Contested, Appealed and/or Upheld on Appeal Data Targets 99 00 01 02 03 04 05 06 07 Data includes Proposed Notice of Discipline, Stipulated Agreement and Order, Notice of Civil Penalty, Order to Undergo Competency Evaluation. If possible, include a comparative analysis that will help readers understand how well your agency is doing on this measure in relationship to something outside of itself. Comparisons, for example, could be made to an industry standard or to competitors, neighbors or other similar jurisdictions. 4. FACTORS AFFECTING RESULTS In 2005, following attainment of statutory authority to assess civil penalties, the Board imposed civil penalties against two non-licensed individuals alleged to practice veterinary medicine. Both individuals are contesting the Board s action. Additionally, the Board proposed disciplinary sanctions in one case involving criminal charges of incest and child sexual abuse in which the licensee contested the Board s authority (the Board withdrew the notice pending resolution of criminal charges). Last, the Board proposed discipline in a case which, upon further legal review, was discovered to be weak due to lack of expert witness availability. The Board also withdrew that notice. 7
Agency Mission: Ensure public and animal health and safety through examination, licensing and regulation of veterinary professions in Oregon. 5. WHAT NEEDS TO BE DONE There is nothing the Board can do to prevent a non-licensed citizen from exercising his or her due process rights. The Board will require more thorough legal review of cases prior to moving to impose discipline upon licensees. 6. ABOUT THE DATA Oregon FY 2005 and 2006. The data is derived from internal investigatory material and Board decisions which result in public documents, i.e., Proposed Notices of Discipline, Stipulated Agreements and Orders, Final Orders, Rescission of Orders. KPMs #3 and #4 Goal CUSTOMER SERVICE : Percent of customers rating their satisfaction with the agency s customer service as good or excellent : overall, timeliness, accuracy, helpfulness, expertise, availability of information Improve public perception of agency effectiveness and efficiency. Oregon Context Nos. 3 and 4 Data source Customer satisfaction surveys emailed biannually to licensees and available to the public on agency website. Owner Lori Makinen, Director, 971-673-0223 Measure since: 2006 1. OUR STRATEGY Ensure that every licensee communication and public contact with the Board results in a perception of high quality public service. 2. ABOUT THE TARGETS The targets are mandated. The desired direction is continued high level responses and improvements. 3. HOW WE ARE DOING The Board is doing well with this measure. The Board measures an additional category, comparison with other states veterinary regulatory agencies. 95% of respondents found the Board to be good or excellent in this category. 4. HOW WE COMPARE Unknown. 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 5. FACTORS AFFECTING RESULTS Results reflect responses from 323 licensees, 37 general public contacts, and 15 complainants. 6. WHAT NEEDS TO BE DONE The Board needs to obtain more responses from the general public. Percent rating service good or excellent Overall Timeliness Accuracy Helpfulness Expertise Availability of Information 2006 93.0% 91.0% 94.0% 92.0% 95.0% 89.0% 2007-09 Target 90.0% 90.0% 80.0% 85.0% 90.0% 75.0% 8
Agency Mission: Ensure public and animal health and safety through examination, licensing and regulation of veterinary professions in Oregon. 7. ABOUT OUR CUSTOMER SERVICE SURVEY a) Survey nameovmeb.oregonsurveys.com b) Surveyor: Confuzer.com, Grant Moyle, President b) Date conducted; June December 2006 c) Population: 1) All active licensees with e-mail address (bulk e-mail sent); 2) Attached to signature e-mail of agency staff ; 3) Link provided on website d) Sampling frame: All active e) Sampling procedure: Web-based survey f) Sample characteristics: Veterinarians, Veterinary Technicians, Euthanasia Facilities, Euthanasia Shelters, all email contacts g) Weighting: Each response counted equally 9