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We Need to Talk About This!

Exceptional Veterinary Team, December 17, 2010

Mary has enjoyed working at Great Lakes Pet Hospital for 8 years. As a technician, she hopes to be promoted to head technician soon. However, Mary has problems controlling her temper and has had arguments with other staff members because she lets frustration build and then reacts negatively. Recently, Mary has been getting irritated with Erica, a new technician; Erica works efficiently but is often on the phone, texting or talking, instead of helping with clinic duties. Mary knows her frustration is building, but doesn’t know how to positively handle the situation.

Privacy, Please

Exceptional Veterinary Team, September 10, 2010

Riley had been ill for quite awhile. He has been a part of Amanda’s life for 14 wonderful years, and the reality of deciding, with Dr. Pfeiffer’s help, to euthanize her boy was harder than she’d dreamed. Today, the time is here. Amanda doesn’t even recall how she drove to the practice. Walking Riley into the waiting area and sitting down with other owners was the most excruciating thing she’d ever done. Their laughter made her want to scream, “Stop it!

The Impostor Phenomenon

Exceptional Veterinary Team, July 3, 2010

It was time for Grady’s check-up and the first available appointment was with Chris Sheflin, DVM—proud graduate of the class of 2010. Dr. Sheflin expected a steep learning curve in her new career, but she had no idea that walking into the exam room to clients her mother’s age would prove so daunting. After 4 years of training, several preceptorships, and an intense year of clinical experiences, she had expected to feel confident during a simple physical exam.

A Tribe of Our Own

Exceptional Veterinary Team, May 10, 2010

When Kate interviewed, she was impressed with Westview Animal Hospital. The team appeared competent and seemed to work in close synchrony—a plus to an eager new grad. After 3 weeks on the job, Kate has a different perspective. The team that appeared from the outside to function like a well-oiled machine has left her feeling just that: outside. When she tries to help out a colleague, she never seems to get it right. Her attempts to take initiative and bring some new ideas into the practice have resulted in nothing but eye rolling and head shaking.

Dr. Allison & Mrs. Hyde

Exceptional Veterinary Team, March 3, 2010

Melissa had wanted a dog forever and after serious contemplation, finally decided that her lifestyle could accommodate a furry friend. She was delighted when she found Tobey at a local shelter and adopted her. Education and support were as important to Melissa as excellent medical care, so she followed the advice of some new dog-park friends and selected All Creatures Pet Clinic as Tobey’s health care providers. She had been pleased with Dr. Allison, who had been friendly and helpful during Tobey’s first visit.

Room Enough for All of Us

Exceptional Veterinary Team, January 4, 2010
Henry Moore, Washington State University

Mrs. O’Donnell loves Dr. Givens. He’s compassionate, knowledgeable, takes the time to address her concerns, and always gives Peaches a treat. And once, when a late-night encounter with a porcupine left Peaches with a face full of quills, he met her at the clinic. He’s everything a veterinarian should be...except he stands so close!

Seeing Is Believing

Henry Moore, November 5, 2009

Client’s View: Kristi was eager to take her new pup Jake to the Ark Veterinary Hospital. She’d heard great things about their focus on wellness and preventive care. As a new pet owner, Kristi wanted to do everything she could to make sure Jake had a long, healthy life, and she wanted a veterinarian she could connect with.

Through the Client's Eye

Exceptional Veterinary Team, September 11, 2009

Mrs. Olsen was anxious. Her dog Pepi had been vomiting all night and was lethargic. So, after bundling the children off to school, Mrs. Olsen set off for a veterinary clinic she’d seen nearby. She knew this wasn’t the best way to find a new veterinarian, but she had just relocated to the area and was tired and desperate.

Urgent versus Important

Exceptional Veterinary Team, July 1, 2009

Emily has been feeling unsettled since that difficult euthanasia a couple of days ago. Mrs. Swinny broke down at the reception desk when she brought Max in, the phone was ringing off the hook, and Emily had three other clients to help. No exam rooms were open and she had to make the clients comfortable in the crowded waiting area. It was a disaster of a day for the entire practice and everyone bolted out the door as soon as work was done.
 

Objectivity or Insensitivity?

Exceptional Veterinary Team, May 1, 2009

Mrs. O’Malley’s dog Abigail ingested antifreeze and has been violently ill. Mrs. O’Malley has rushed to her veterinary hospital for help. Meanwhile, Sarah and Dr. Krista, two of the practice’s best staff members, are winding down from a long day and discussing plans for the weekend. Mrs. O’Malley is devastated when she hears laughter behind her as she cradles the beloved pet she fears is dying. Her confidence in the practice team is shaken if not shattered.