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Team Culture

When Is It OK To Fire Someone?

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One of the biggest challenges in vet med is dealing with the vastly strong personalities in this field. I know I sure as heck am not a peach. I can be stubborn, vocal, and stick up for what I believe in. It’s made me some enemies but has also made me some fiercely loyal friends. But what happens when a strong personality goes to the dark side and borders into toxic? When temper tantrums are on display daily and people tiptoe around the clinic, so as not to wake the beast?

The golden rule of dealing with nasty coworkers is to bring their behavior to their attention. I had a dear friend and coworker call me out when I kicked a chair across the treatment area after a particularly stressful day. It was not my finest moment. In fact, it was downright mortifying when she called me out on acting like a prima donna over something so utterly stupid.

I don’t even remember what it was, but I sure remembered being told how ridiculous I was. It made me embarrassed and I vowed not to ever throw such a display again. Sometimes even good people show negative behavior. Calling them out on it in a constructive way can make them take a long hard look in the mirror.

But what if that doesn’t work? What if that makes them blow up worse? What if meetings discussing behavior and even trying to address the underlying cause don’t make a difference? Well, vet med, it’s time to weed out those that have a negative effect on the already stressful culture.

I’m not going to beat around the bush here. Fire them. Fire them now. Don’t believe the millionth time that this employee swears that they will change, especially if ample opportunities have been given. Remove the weakest link, even if it seems like they are irreplaceable.

This behavior is affecting business. It is affecting staff and it is affecting patient care, period. When you have good, hardworking staff leaving the clinic because Dr. So and So keeps chewing out the receptionists, that is not ok. When your patients sitting in the hospital hear slamming of doors or screaming, they are terrified. When your staff is unhappy or uncomfortable in their work environment, they aren’t going to instantly be happy when dealing with clients. Clients can sense that. Unhappy clinic cultures kill businesses.

Not only that, they drive out well-meaning, hardworking and less dramatic staff members. One of the main reasons people quit a job or leave the field is due to clinic culture. No one wants to work in an already stressful field if they are getting their butt chewed every time they walk into the building. Even if the animosity isn’t directed at them personally, the tension is enough to damper anyone’s good mood.

Finally, bad behavior is contagious and it sets a dangerous precedent. If the tech that’s been there 20 years can go on tirades, why can’t anyone else? The grip of negative culture takes root and its tendrils reach out to grasp employees who may otherwise not behave in such a manner.

So, if you have a problem employee, it doesn’t matter their title or longevity. Deal with it. A lot is riding on this. Also, if you are in a clinic where this behavior isn’t dealt with, get out. We spend more time with people at work then we do with our own families. So make it a place you are proud of.

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.

Why Front Desk Staff Are the Unsung Heroes of Vet Med

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Imagine walking into an animal hospital without someone at the front desk to greet you. The sound of phones ringing without someone to answer them. The waiting room full of clients wondering if they are in the right place. Pets running around using the lobby floor as their own personal toilet.  Tempers flaring because there is no one to refill medications that the client ran out of yesterday. Clients screaming at each other because their familiar front desk person that they normally would vent to is nowhere to be seen.

The chaos of not having someone at the front desk to manage the hospital flow is unthinkable. So why do many that work at the front desk feel that do not receive the appreciation that they deserve? Because we as a profession don’t do enough to tell them how awesome they really are and how the hospital would fall apart without them. It’s time that we change how we treat and appreciate anyone that works at the front desk.

My first job right after graduating from the veterinary technology program at SPC was as a front desk receptionist for a Specialty and Emergency hospital. I had graduated from the program but missed the deadline to sign up for the VTNE. Back in the day, you only had two opportunities to sit for the exam which was in January or June on the 3rd Saturday of the month.

I had to wait until January but didn’t want to lose the knowledge I had just spent two years of learning. I applied for a front desk position and became gainfully employed at the front desk. It’s not as a technician but felt this would encourage me to build better relationships with clients.

We had had ten specialists, five ER doctors and 50+ support staff. There were ten phone lines and eight exam rooms. It was very overwhelming at first to be trained on how the front desk worked and how to prioritize the daily tasks. What to say when you answer the phone. How to greet a client and their pet. How to enter a client’s information into the system. How to process a payment. How to call a client and take them into an exam room. What paperwork needs to go into each file depending on the doctor being seen. Which doctor would see walk-ins? Who would pick up a call and who always wanted a message taken. The list goes on and on.

What I didn’t anticipate or was trained to handle is the client emotions that go along with their sick or dying pet. I was yelled at, hung up on daily, accused of being insensitive and a money-hungry bitch, had poop thrown at me across the counter, spit on and dealt with too many multiple personalities to count.

I also had clients thank me for my time after yelling at me, make homemade gifts for my cats, embrace me for a hug when I presented them the form for euthanasia and bring me my favorite cookies for getting their medications filled stat!

Life at the front desk is an emotional roller coaster with so many highs and lows that it’s hard to explain unless you’ve been in our shoes. The job title is front desk but the description should include experience as a:

  • First responder
  • Therapist
  • Teacher
  • Accountant
  • Mediator
  • Financial advisor
  • Discharge technician
  • Advocate
  • Sales Associate
  • Pharmacist

The front desk staff, in my opinion, are the most important and under-appreciated team in any business. The client experience truly falls on their shoulders as the first and last impression. My experience made me a better veterinary technician period. Without that experience, I may have treated or communicated with clients differently instead of with compassion and empathy.

I wish I could declare a national week dedicated to those who put their heart and soul into working a front desk position. Until then, know that there are many of us that appreciate all that you do and couldn’t do it without you. You do matter and are a huge part of the success of our profession. This technician wants to thank you for going above and beyond your job description and promise that I see you for what you truly are…. a hero!

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.

8 Epic Holiday Gift Ideas for the Veterinary Professional in Your Life

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The holidays are approaching, and we’re just about to enter the panic phase – that part of December where we start freaking out about the fact that we haven’t even started our holiday shopping yet. But fear not, we’re here to help! We’ve compiled this list of 8 gift ideas for the veterinary professional in your life.

1. Personalized stethoscope ID

Shop for this item here.

Everyone needs their stethoscopes identified in some way or another. Those things go missing into the depths of hospitals like socks in a dryer. Etsy is full of options for personalized stethoscope name tags: cuffs, tags, clips – you really can’t go wrong! Your loved one will thank you for making one of their most powerful medical weapons un-stealable.

2. Anything coffee-related

Shop for this item here.

Seriously. When I say anything, I mean anything. Anyone in the medical field can tell you that in the list of necessary things to support human life, caffeine ties with oxygen and gravity for first place. There are some pretty hilarious coffee cups and mugs and tumblers out there on the interwebs, just waiting to make someone’s day. Feeling extra generous? Sign them up for a coffee of the month club or a high quality sampler pack! In a crunch for time? Heck, a gift card to their favorite coffee shop will do just fine! You can’t go wrong with coffee. You’re literally giving them the gift of life.

2a. Anything wine-related

Shop for this item here.

While caffeine keeps us going during the day, everyone has their own ways of decompressing after a long shift. For some, that’s GoT, a purring cat, and a glass of wine. If the veterinary professional in your life fits this description, then a gift of a wine glass, bottle of wine, or possibly a vineyard will all be much appreciated.

3. Friendship collar

Shop for this item here.

This gift works for anyone with pets, not just veterinary professionals. Edit: Ok, maybe not ANYONE with pets. If your loved one considers their pet their best friend, has a picture of their pet as their FB profile picture or phone background, and/or has a minimum of three nicknames for said pet, then they are probably a safe bet. This website has tons of design options of collars for dogs and cats and matching bracelets for humans. Don’t judge us, just buy us one.

4. Pet Photoshoot

(Source: PetPoochPortraits.com)

Lots of veterinary professionals need headshots for work, so this gift could be considered a career-related one. Simultaneously, lots of us just want an excuse to show off our pets with professional photos that make us feel like stage moms/dads. Either way, this gift is one that is both fun and practical. Just make sure it’s a pet-friendly photographer who is armed with plenty of squeaky toys and laser pointers to get the perfect shot for your loved one!

5. The perfect calendar

Shop for this item here.

Everyone needs a calendar, and they make both affordable and useful gifts. But don’t be cliché about it. Sleeping puppies and playful kittens? I think not. Pooping pooches and peeing cats? Muuuuch better. You might be cringing or rolling your eyes now, but we can pretty much guarantee that the veterinary professional in your life will totally get a kick out of these. We’re a weird bunch with a very unique sense of humor, if you haven’t already figured that out.

6. Custom pet painting

Shop for this item here.

Does this even need explaining? Like, there is literally nothing more majestic than this. Who DOESN’T want their home decorated with images of their pets as royalty? A no-brainer really.

7. Custom clipboard

Shop for this item here.

It doesn’t matter what area of the hospital your loved one works in, or even if they work from home! A clipboard always comes in handy. And what better way to promote productivity and a positive work environment than with a clipboard plastered with a photo of their cat or their favorite quote? Personalized gifts are always a win, but they’re especially appreciated when they can go to good use or just involve an animal in some way. Are you starting to see a theme here?

8. A break

There are 3 things I can guarantee you about the veterinary professional in your life without even meeting them. (1) Their hearts are bigger than their wallets. (2) There is pet hair on their clothes. (3) They’re exhausted. This holiday season, give them a break. Grant them a day off work (if you have the power to do that). Take over the housework for a weekend. Babysit the kids for an afternoon. Offer to watch the dogs for a night. Whatever it is you can do to help the veterinary professional in your life take a break (and maybe a nap), DO IT. And then prepare to be hugged and thanked endlessly.

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.

Why Your Lunch is a Really Big Deal

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Can we talk about lunch for a moment? I know, I know: “Ha! What’s that!?” Lunch – or its lack thereof – is treated as some sort of insolvable problem in veterinary medicine: “That’s just the way the work is”, “Animals don’t get sick to schedule.”

 

 

There are busy and stressful days in clinical work, but it shouldn’t be the norm to approach these without a clear head, fueled by food and breaks. We laugh or shrug ruefully when anyone mentions lunch, and then – in the next breath – wonder why we struggle with mental health in veterinary work.

 

As a veterinary communication and resilience trainer, I see the hidden costs of having a clinic work-stream which fails to consider staff wellbeing. Employers come to me asking for advice, and I listen patiently as I hear: “You can’t get the staff these days” or “We have a new associate and she can’t cope with the stress.”

 

I hear tales of high staff turnover, and complaints of poor client skills. And I’ll ask the speaker: “What’s your policy on lunch?” Cue a confused look – most people look like I’ve just started speaking in fluent Mandarin. I’ll explain that although lunch isn’t the only factor involved in employee wellbeing, it’s a really good starting point.

 

So, let me ask you this: How often did you get lunch in the last month? To be clear, I’m going to define this as:

  • A meal/packed lunch with at least three food groups
  • A place to sit down
  • 15 minutes of uninterrupted time (i.e. no requirements to think/ listen/ make decisions related to work)

 

Is it common for you to get this time? Did you answer “never” or “rarely”? If you’re an employer, how often do your staff sit down and eat? Let’s park for the moment that it’s just “nice” to feel fed, to remove hunger. There are also reasons why it’s simply good practice policy. Consider some of these points from the literature:

  • Low glucose levels affect our self-control resources
  • Low glucose levels can lead to physiological fatigue, decreasing our ability to listen
  • Prolonged periods without food have been linked to decreased cognitive function
  • Prolonged periods without food can reduce our ability to behave within socially acceptable norms
  • Prolonged periods without food has been linked to increased visits to the human ER

 

A habitual absence of lunch is thus not just something to “suck up”, it sets the clinic staff up to make mistakes, struggle with communication, and increases the chances that they’ll tell a client or colleague to “Take a hike!”.

 

Veterinary staff will take lunch if they are given the time and can see that it is the norm in the clinic. So my message is to veterinary employers, those in charge of the rota and managing the workflow: Let them eat lunch! If your clinic website promises “compassion”, “excellent customer service”, or “highest quality practice”, then you need to let your staff eat lunch.

 

What does that look like in real life?

 

  • If lunch is not “the done thing” in your clinic, you’ll need to address the culture. If you have a lead role in the clinic, then role modelling works – so have lunch, and others will follow.
  • Enlist the team to make it work. Brainstorm ideas to get those 15 minutes into the schedule. Some clinics block off appointments, create a mini “on-call” system at lunchtime, or reschedule clients when days get slammed.
  • Wellbeing experts recommend that teams take lunch together where possible. Spending time together (but keeping work issues out of the conversation) can build staff resilience. A designated “quiet corner” in the staff room is useful for those times when individuals don’t want to chat.
  • Make lunch a team task. Each individual has a responsibility to make time for lunch, but also to support others. If you’re getting to 2pm, 3pm and you notice someone hasn’t had a break, step in to help them do this. It’s just four words: “Have you eaten yet?”
  • Be cautious about lunchtime practice meetings or training sessions. “Lunch and learn” works well for some, but work psychology tells us that individuals manage their energy in unique ways. A 45-minute meeting often works just as well as one that’s an hour long, but also allows time alone to recharge for afternoon consults for those that need it.

 

If you’re finding yourself challenged by this idea of lunch, or wondering if I’m making too big a deal about it, consider this: Do you like your airline pilots to be well rested? Would you prefer that your surgeon or your child’s paediatrician has eaten in the last eight hours? It’s a culture shift, and we are launching a repast revolution: Let them eat lunch!

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.

 

Riley NewsonAbout the Author

Jenny Moffett is a veterinarian, communication trainer and life coach all rolled into one. She is MD of the personal and professional development company SkillsTree, and lives near the second-best leprechaun museum in Ireland.

The 5 Dr. Seuss Characters in Your Clinic & Why You Need Them

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Working in a veterinary clinic requires everyone to have devotion, ethics, and a sense of humor. It really does bring together people from all walks of life into a wubbulous melting pot. Yes, wubbulous because every vet clinic can be like stepping into a new story of the world of Dr. Seuss. No clinic is the same and the people you meet there are special, in their own sort of way. In this mix of people, they will bring characteristics or traits that make the job and environment better.

1. Sam-I-Am

via GIPHY

“I do! I like them, Sam-I-Am!” Sort of like the class clown, there is always somebody who is fun loving, free spirited, and maybe sometimes the butt of jokes – just like Sam-I-Am. This really can be anybody in the clinic and they help boost the mood and morale of everyone by cutting loose. Whether it be putting their foot in their mouth and opening up to some playful mocking or the person who ruins everyone’s diet plans by bringing candy, they have a need to lift everyone’s spirits in unarguably one of the most challenging professions in the world. Face it, the clinic needs more of these people than anything else.

2. The Lorax

via GIPHY

“Unless someone like you cares a whole awful lot, it’s not going to get better. It’s not.” The Lorax is wise and we should listen to him more. Ask anyone in vet med and they’ll say they got into the field because they love helping animals and people. But that’s often not enough…they detest a stale environment and crave change. They are constantly looking for ways to improve how things are done or new ways to practice medicine. They are adventurous when it comes to suggesting and trying new procedures or protocols especially. Think of it like trying to teach an old dog new tricks. Typically, this is going to be a new graduate from veterinary or vet tech school because they’re stepping into an environment that others might view as “normal.” The kind of change they suggest should be evaluated & embraced and their opinions valued as it will make for a stronger team.

3. Mack

“I know up on to you are seeing great sights, but down here on the bottom, we too should have rights.” Truer words may have never been spoken but Mack the Turtle shares this profound wisdom. You may not know Mack but surely you know someone just like him. Mack is the turtle at the bottom of the stack in “Yertle the Turtle” which is about a tyrannical turtle (Yertle) who desires to be higher than the moon. Mack, our hero, steadfastly questions authority and tries to look out for the little guy. Someone in the clinic, possibly in some sort of manager or supervisor role but not the owner, is well suited for this. It’s possible to question the decision makers and still maintain a respectful tone. An overall healthy morale in the clinic will lead to better success and productivity for the team.

4. Horton

“I meant what I said, and I said what I meant. An elephant’s faithful, one hundred percent!” Kind hearted and faithful, Horton the Elephant helps us retain our natural humanity. We already give 110% of ourselves so what more can we do? Nothing more really. But when times are tough, our inner demons may awaken and that little devil on our shoulder encourages us to give in and embrace our dark side. And there, on our other shoulder sits Horton reminding us of our true purpose as healers and not to give up. Someone is counting on us and every now and then we need a cheerleader in the clinic; surely there is one bubbly person at work who encourages you to keep being awesome.

5. Thidwick

“You wanted my horns; now you’re quite welcome to ’em! Keep ’em! They’re yours!” Thidwick, the Big Hearted Moose is someone we all should strive to have a little bit of in ourselves. The story of Thidwick revolves around his generosity at letting multiple forest creatures dwell in his antlers. He is so giving of others, that he doesn’t look out for himself. Finally, like all moose do, he sheds his antlers thus relieving himself of the burden of being a mobile condominium. He is effectively practicing self-care and looking out for himself for a change. We all need to be able to say “no” once in awhile.

I see a little bit of all these characters in myself changing as the situation calls for it. It’s a hard job that we do but there’s gotta be some room for a little Seussing up in your clinic; and I don’t mean any Grinches or Zax (no matter whether they be north or south going Zax). So which positive Seuss are you?

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.

Are You Stuck in a Toxic Workplace?

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I have worked in veterinary medicine for 15 years. It has been an amazing journey, and during this time I have met, connected and formed friendships with many of my colleagues. These colleagues have shared their triumphs and successes as well as their struggles and losses. Some have stayed in the field and some have left.

Of all the stories I have heard, the stories of working in a toxic clinic are the stories that haunt me. When I say unhealthy work environment, I mean an environment that allows blatant bullying and aggressive behavior. Gossiping, Oscar-worthy dramatics and manipulation are bubbling just below the surface of many a well-meaning vet hospital. Our job is to help our clients and patients, but how is it that we have so horribly missed the mark when it comes to taking care of our staff? Our people?

I hear stories of those who were forced out of hospitals due to clinic politics, hierarchy or favoritism. Then I see people who said, “Enough is enough.” They were brave enough to turn their backs on those who took advantage of them. They are the fierce warriors of vet med who realized their happiness means more than any job or paycheck. These people took a chance and found their joy in doing their job without the looming fear of toxic coworkers.

They found clinics where they are appreciated, valued, and treated like individuals- not just another cog in the wheel. They are survivors of abuse. They got out. And while getting out is the first step, it doesn’t prepare them for the complete shift in culture they will face.

Sometimes healing is uncomfortable. These people aren’t used to a positive energy. They are used to hearing their failings and flaws. Adjusting to a culture that embraces positivity can be awkward. Hearing you are smart, you are skilled and that you matter can be a total M. Night Shayamalan mind warp.

You have to relearn your confidence and not look at compliments as back handed.  You may look for any validation of your lack of self-worth or value in every action from coworkers, colleagues or management. When the fear of being a constant scapegoat or failure, starts to leave, you may wonder when the other shoe will drop. When will the rug of a supportive work environment be pulled out from under you? No one should live life this way and if you are, stop.

Then there are the stories of those who never got out. People who spent 20+ years at a clinic where a doctor treated them like an inconvenience. Doctors who go into work and their medicine is questioned daily by fellow doctors. Technicians who weren’t allowed to do their job duties, because a battle axe technician hoarded it for themselves. Receptionists who were disrespected and spoken down to by practice managers. And they stayed. And they still stay. Comfortably miserable. Because in some way they just gave up and resigned themselves that this was all they knew. They go into work just waiting for the day to be over. Day in and day out.

A job should never consume our sense of self. If it were any other aspect of your life, would abusive and hurtful behavior be tolerated? If upon walking into work, you were repeatedly punched in the face, would you stay? Hell no. Abuse is abuse. If you are in a situation where the hurt outweighs the joy, be brave and make a change. It’s like they say in domestic abuse cases, have a plan and get out.

Don’t allow yourself to buy into the BS that you are a victim. You are not. You are an amazing, intelligent and deserving person. We all are. We all deserve to be able to walk into work without feeling a ball of anxiety or a bleeding ulcer developing. We shouldn’t have to feel like we’re walking on eggshells by taking up the same oxygen space with people.

This is a job, folks. Ok, so it’s a job where our patients are our passion. Many of us live and breathe it. But no job should smother or stifle us. Whether you are in vet med or change to a completely different field, every single one of you deserves to feel nothing but the pride of your chosen profession when you walk into work. Never ever forget, that what we do is a choice.

What we tolerate is a choice. The lines we draw are a choice. Choose wisely. When we are old and retired, telling our grandchildren stories, we aren’t going to be telling them about when our boss demeaned and publicly berated us in front of a client. We aren’t going to be telling them that our colleague smeared our self-image. We will tell them about the joy of working in a healthy environment where we had the passion to make a difference with people and pets. We will tell them about our successes and how we found our true selves in our calling. We will tell them the exact moment when we discovered our voice. Loud, confident and booming.

With our actions and our voices, we can make a difference. We can speak up and push back. We can establish clear cut boundaries on what we will and won’t put up with in the workplace. We can set an example for the future of vet med. Each day is another page in the story of your life. Is it one worth telling? If not. Make it one. The only thing that can hold us back from happiness is ourselves. But your happiness is worth it. You are worth it.

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.