DrAndyRoark.com

Articles, Videos, & Training on Pets & Veterinary Medicine

Ryan Llera, DVM

The Swiss Army Knives of Vet Med

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Dear Angry Client Human Shield (a.k.a. customer service representative, vet assistant, receptionist),

You’re awesome. You probably don’t get to hear it enough but thank you for doing what you do. It’s not easy, I know; I’ve been there. Twenty years ago, I worked the front desk at Shores Animal Hospital in Gainesville, FL. It was a promotion from the kennels because they felt it was good character building and were they right. Not quite the shark tank that today’s environment can be; it was busy at times and by comparison, easier than today’s environment.

Anyone working up front now has it infinitely harder in today’s environment, and that’s why we appreciate you more than you know or we show (we’re sorry, and as vets, we’ll have to try harder). Between the massive amount of phone calls, messages, emails, and doctor requests, you manage to do it all. And we’re not even counting the times where you’re called to serve as vet assistant and help in the treatment or exam rooms. Think of yourselves as a Swiss army knife who is useful in multiple situations.

Though it might not be said enough, thank you. Remember your true value and worth to the practice as the first point of contact new clients make when they bring their beloved pet in the first time. Keep up the great work and don’t forget to take your breaks!

Sincerely,
Dr. Ryan Llera

The views and opinions expressed in this article are those of the author and do not necessarily reflect the position of the DrAndyRoark.com editorial team.

Kermit the Frog’s Annual Message of Hope

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“I don’t know if you believe in Christmas” is the opening line of one of my top two favorite holiday songs (“The Christmas Wish” from the album with John Denver & the Muppets: A Christmas Together). Kermit the Frog is about to drop some major wisdom, hope and optimism. I also don’t know if you believe in Christmas and for our intentions here, this is valuable for whatever you believe in or celebrate – Hanukkah, Kwanzaa, the Winter Solstice, Diwali… even Festivus. Veterinary medicine does have some diversity but at the end of the clinic day, we all have the same goals, hopes and dreams when it comes to the themes of happiness and animal wellness.

There’s been no doubt that 2020 has been a challenging year; one that has seen almost everyone on Earth deal with adversity like never before in their lives. We have seen the best in some people but also unfortunately the worst in others. Regrettably, many people fail to see the bigger picture. But as luck would have it, we have the chance to turn this thing around. If we dig deeper into the lyrics, the answer is revealed.

  1. “If you believe in love, that will be more than enough”
  2. “I know there is a light, I have felt it burn inside”
  3. “Christmas is the time to come together / A time to put all differences aside”

Kermit and his pals have a simple, yet reassuring holiday ballad that lets us know it’s time for renewal. We’re about to get a fresh start for the new year and it couldn’t come at a better time. As I understand it, in each of the above celebrations (replace Christmas with your observation of choice), there is some aspect of renewal or rebirth. The fact that these are annual occasions should remind us that there’s always hope and a chance to wipe the slate clean every 12 months.

Maybe the last 9 months have been the worst you’ve ever experienced working in your clinic? But through it all, you’ve held onto your core beliefs, continued to innovate and done your best to keep taking care of people and their pets. Much like Kermit and his pals, we’ve only needed that little spark to help us adapt and find hope that is on the horizon for a better next year.

Kermit said “it’s not easy being green,” but being green might be easier… I’ll bet he never worked in a veterinary clinic. Keep up the great work everyone!

Grow Through What You Go Through

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“If you find a path with no obstacles, it probably doesn’t lead anywhere.” –Frank A. Clark

It’s a wonderful time of year. There’s still nice weather, football is in full swing, and for some, a recent new beginning in vet school, the start of another year, or perhaps a starting a new job. It really is the start of a new year for many people and many challenges may lie ahead.

While we may not always realize it at the time, the path we are on is likely to change at some point. I didn’t know I wanted to be a vet until after I had given up aspirations of space exploration, being a star athlete, or a photographer. What you may come across may remain to be seen, or perhaps, you’ve already leaped with or without a parachute and have found your course in life.

Part of the joy I (and I hope others) find in veterinary medicine is the daily variety of cases and the people you meet. Some days you get to use those skills you’ve been dreaming of your whole career or took that extra course to learn. And sometimes these are the cases and patients that make for the best stories when catching up with colleagues.  However, during my time as a veterinarian, I’ve known vet students and even fellow vets to magically disapparate when an emergency case comes in. What purpose does this serve other than to potentially overburden the others, vets/students, maybe put an animal’s life at risk, or may ultimately reduce your job satisfaction? Yeah, that last point… unless they have a damn good reason, they’re only cheating themselves.

In another scenario, let’s look at our first clinical rotation or maybe our first year out of school. A majority of vets don’t stay in their first job and many of them are better vets because they changed clinics (not to say that those in the first jobs aren’t great at it). Some obstacle (style of mentorship, difficult case, interaction with colleagues, etc.) came up in their time at that first job or that first rotation in school that allowed them to grow as they moved on. And moving on is OKAY!!! You grow through what you go through.

We should embrace obstacles and take time to observe everything around us. There’s always a lesson in them and they will shape who you become as a student, veterinarian, parent, spouse, friend or all-around badass. Wisdom can be found in the unlikeliest of places by the way… I found the quote at the beginning of this article written on a bathroom wall.

The views and opinions expressed in this article are those of the author and do not necessarily reflect the position of the DrAndyRoark.com editorial team.


5 Parenting Lessons That Helped Me Become a Better Team Member

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Whoa, Nelly! My wife and I just became first-time parents a little over two weeks ago.  It’s been a hectic few weeks and what a rush of an experience.  Our little daughter is perfect in our eyes and the journey was certainly heart-warming and eye-opening. Despite all the books, birthing classes and advice from colleagues who are also parents, a lot of being a new parent you have to learn on your own (but it’s great to have help!). I’ve got many years of practice ahead but in the delirium of sleep deprivation, I had a few realizations that might help everyone become a better veterinary team member.

1. Help and accept help

It is golden wisdom for a new parent to accept help if it is offered. Far too often though, we veterinary types are too stubborn to get a little assistance for a number of reasons including wanting that extra sense of accomplishment for doing it on your own or not wanting to inconvenience others. It’s okay to get a bit of support from your co-workers. In turn, if we have this narrow viewpoint of accepting help, we may be less likely to reach out and offer help in return because we feel we may not have time.

2. Don’t get angry at each other

We are all on the same team. But at 3 am amidst dirty diapers and endless feedings and exhaustion, tempers can boil over for new parents. Similarly, at your clinic in the midst of surgery, walk-in emergencies, and the annoying beep of fluid pumps, cooler heads will prevail. Don’t take things personally when chaos breaks loose and remember, everyone generally has the same goal be it a successful save on that patient or a newborn baby.

3. Expect the unexpected

Every day is different and things can change on a moment’s notice. While it is good to have a plan in place, don’t lose your cool when things have to change. My wife and I went from an induced, pretty smooth labor to needing a C-section in the wee hours of the morning. Similarly, you may want to call Mrs. Smith about Fluffy but Sparky and his family walked in after he ate one of the kid’s Lego sets. Roll with the changes.

4. Get some rest

I can’t overstate this enough!! After hours of sleep deprivation from a crying or nursing baby, you might come to find you just put a diaper on the cat instead and have offered your baby a few Temptations treats. You’re no good to yourself or anyone else when you’re tired. Those animals are depending on your sharpened skills and your teammates are relying on you to be at your best mindset when you’re saving animals. 

5. Relax

Yeah, I said it, and my co-workers are probably laughing themselves silly now. Whether you’re taking care of a new baby or working to help pets and their owners, have faith that things will work out as best they can. You will try your hardest and ultimately have to accept the outcome, even knowing there are some things you can’t change. Celebrate the victories; reflect on the less joyous events, but ultimately know that you did your best. Take time to live in the moment and try to have some fun in your day to balance things out.

Teddy Roosevelt once said “nothing worth having comes easy” and generally nothing is – whether it be raising kids, working in the veterinary field or many other life situations. You may have heard these tips before or maybe they’re new. Regardless, I think they are a great start to taking a new direction in your personal or work life. Now excuse me while I go snuggle my baby before taking on another day at the clinic.

The views and opinions expressed in this article are those of the author and do not necessarily reflect the position of the DrAndyRoark.com editorial team.

Trust the Entire Vet Team

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As a devoted pet owner, you undoubtedly take your pet in for regular checkups to the veterinarian. You also don’t likely delay taking them in if they seem sick. The longer you wait for those illnesses, the worse it makes it for you and your pet. Because of this relationship you have with your veterinary clinic, you may even have “your” veterinarian – you know, the one you see all the time, the only one you’ll see…

We understand you may have a fond attachment to the doctor that has been taking care of your pets for 2 years, 5 years, 20 years, basically forever. Veterinary medicine is a team sport which means that in many veterinary clinics there will be other doctors, the veterinary technicians, the reception staff, and the kennel attendants. There are a lot of people who are helping your pet whether it be for a routine annual exam or an emergency. And those people deserve as much respect for their knowledge and sacrifice as your vet.

Having been in the shoes of the receptionists (yes, I did that role after kennel attendant), I can speak both to the kindness of clients but also have seen the dark side that is beholden to stubbornness or disheartened thoughts after visits where they didn’t get to see their preferred vet. As a new grad several years ago or even working for an older veterinarian, I still hear these kind of things in a slightly different way.  It can be both heartbreaking and frustrating at the same time.

Imagine seeing a patient, helping it through a crisis, being complimented by that client preferred veterinarian for fixing one of their regulars and then hearing the client say they were dissatisfied and don’t want to see you again – even though everything worked out and nothing went wrong – the heartbreak.  Another time you may be in the exam room with a client and they refuse to accept treatment or diagnostic recommendations and just want what always works, even if we know it to be a temporary fix, because “that’s what Dr. X does and it’s great.” It’s also sometimes the most inexpensive route at the time (sometimes it just masks a bigger problem) or maybe it’s just wrong – the frustration. Yes, “your” doctor can be wrong. Veterinary medicine is a constantly changing field. Sometimes what worked on Sparky 20 years ago isn’t what is best for Rover now.

Sometimes as a vet in these situations you can laugh it off though. One time when I was working an overnight emergency shift as an intern, I had a 3 a.m. visit from a client who swore that nothing myself or the technician staff could do was appropriate. They insisted that I call Dr. Sessa (1989 UF Vet Med grad) because he was amazing. She was his cousin’s brother’s nephew’s girlfriend so she was like family, and he invented subcutaneous fluids so he would know what to do. So, I called him and in a slumber he told me he had no idea who she was but felt my plan was appropriate and to tell her that I had his blessing. I’m pretty sure some clients had shrines in their homes to him.

All kidding aside, I’m sure you’re favorite or preferred veterinarian is pretty amazing. But don’t forget that working with them is a pretty awesome team of people they trust just as much to take care of your pets when they aren’t there. Give them a chance and you might just make a few new “favorites.”

The views and opinions expressed in this article are those of the author and do not necessarily reflect the position of the DrAndyRoark.com editorial team.

Your Attitude Shapes Their Experience

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I’m a Floridian living in Canada. When I went home to visit family last year, my wife and I took a trip to Key West at Thanksgiving. Key West is a magical place, a whole different world in Miami’s backyard. You’ll meet all kinds of people there and probably a few characters, much like in our vet clinics. They are part of the experience, the atmosphere, the ambiance.

Aside from the various personalities on the street, there are the ones who cater to tourists. At one restaurant, our waiter was personable, interactive, and sociable. When we asked questions about events in town or where to go first that day, he was more than excited to share his knowledge of the community. He sat down and spent a few minutes sharing his experiences and based on our questions, made some solid recommendations for us to enjoy our day.

At a different restaurant that night, we asked for suggestions of wine pairing with dinner as well as evening activities. It was obvious from his expressions and tone of voice that the waiter wasn’t interested in customer service. He failed to mention that for my dinner, they had run out of the side dish ingredients and didn’t offer up a substitute. It was a leisurely walk back to our inn in a light rain and a stop for a gigantic Key West cookie (seriously, the size of a dinner plate) instead.

I realized that this is the exact same situation our veterinary clients and patients experience when they come to the clinic. Everyone working in the clinic is responsible for the environment we create. Friendly, helpful faces greeting a client and their pet will help set up a good tone for the rest of the visit. If your front desk staff is stressed, fighting, or grumpy about being at work, your clients will pick up on it and may not feel as though their pet will get the best care they expect.

For technicians and doctors, this is critical as they will be spending the most time with pet owners and the patients. Sometimes these visits will be happy, while others may involve difficult discussions. The approach we take can greatly alter what happens – similar to a choose your own adventure book.

Using our own experience and judgment, we need to find that balance to clearly explain what is happening to the pet and what options there are for treatment. Don’t rush and don’t turn it into a lecture as you’re more likely to lose the client’s focus. Have a seat and have an honest conversation. Trust me, your clients and patients will feel more valued for their visit and a genuine sense of satisfaction. Rushing through the appointment and seeming disinterested in their pet will just likely lead to them looking for a new vet.

Even in difficult or emotional situations that can happen in veterinary medicine, we must find that proper level of compassion to be able to treat everyone as the most important person in that moment. Remember, like any other business, a positive experience will often lead to return visits and longer lasting relationships. It all starts with putting your best foot forward and keeping a positive attitude.

The views and opinions expressed in this article are those of the author and do not necessarily reflect the position of the DrAndyRoark.com editorial team.