Communication: Are We Valuing Other Opinions?

Lack of communication is a big problem in the practice where I work, as I am sure it is in a lot of practices. It is amazing to me how many problems can be solved by the simple act of people talking to one another. I feel that a veterinary clinic is only as good as the morale of its staff. An unhappy staff affects client relations and patient care. The source of poor morale often stems from a simple misunderstanding and the feeling of not being heard as a contributing team member.

One of our technicians recently expressed concern about working as the surgical/anesthesia tech with one of the surgeons because she was concerned about his health and worried that he may pass out while doing surgery. Initially, her concerns were dismissed by the head technician and office manager as having no basis and she was told to just do her job without being concerned about the personal affairs of others. While helping me in surgery one day, she told me her concerns and it was clear that she was very uncomfortable with the situation and frustrated that no one had taken her seriously.

This situation, along with several other instances in which she felt she was ignored when trying to voice a concern or a suggestion, was profoundly affecting her sense of belonging on the team. She was at the point of even considering finding another job. At the next doctors’ meeting with the office manager and head technician, I brought up her concerns again (the doctor in question was not present). Again it was voiced that she was being unreasonable and just stirring up trouble. It is awkward as the newest, youngest associate to argue with the management staff, but I felt that their reaction was inappropriate and there was the potential for losing a valuable member of the team.

Without mentioning that the technician in question was considering leaving, I emphasized that this was a team member with a concern that was very important to her. Regardless of whether this concern was valid should not matter at this point. Because she felt that it was important enough to bring up on multiple occasions, it should be addressed. The simple act of telling her that it would be looked into and making a back-up plan in the event that the surgeon did actually pass out in surgery (which is a good idea to have in any case!), was all that was needed to allay her fears and make her feel heard.

Our practice is very busy and this is often used as an excuse for why we do not hold regular staff meetings. When these meetings are held, usually once every 3-4 months, there are so many issues, concerns, and ideas that come up that there is never enough time to address them all. The meetings turn into the office manager telling everyone how they can improve, but there is no time for meaningful input and collaboration by the team. This creates the feeling of a dictatorship, which nobody likes.

One of my goals is to try to improve the communication within the practice but it has been very difficult. Changing the status quo is always daunting and there are always people who are going to be resistant to change. Even though it is a challenge to find a consistent time when everyone can meet, it seems that with more communication and openness that we can become a more cohesive team in the long run. Hearing what everyone has to say on a regular basis makes each person more invested in the practice as a whole and would potentially foster higher respect for the opinions of each individual.

The big question for me that I am still trying to figure out is – how do I put this change into motion? Again, being the newest and youngest associate in the practice it is hard to make my voice carry weight (not to mention just trying to get through the day at times without getting too overwhelmed with treating patients or talking with a wide range of clients). Ideally, if we brought in a facilitator the process would be jump-started. However, I don’t see the owners of the practice paying for the expertise and the appointment time lost even though it could greatly increase the profitability of the practice in the long term.

What’s the communication like at your practice? Does everyone get along like best friends or is it more like a dysfunctional family?