EVT Magazine March 2010 Issue

Featured Article

Show Up to Build a 5-Star Practice

Sustaining a successful veterinary practice depends on the team’s ability to work together to deliver relationship-centered care and service that result in client loyalty. Satisfied clients are great, but loyal clients—those who happily return to you and recommend you to their friends—are the real secret to success.

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Features

Helping Children Deal with the Loss of a Pet Handout

Download this handout to use with clients who have children. This handout suggests healthy ways for parents to discuss the death of a pet with their children.

Pet Loss: Grief Rituals Handout

Download this handout for use with a client who has recently lost a pet. This handout provides suggestions on how to commemorate a pet that has passed away, which can help the client find a sense of finality and closure that is helpful to healing his/her loss.

Ask the Expert: Negative Employees Are Hurting Our Practice

Dear Dr. Ruby,

I’ve learned a lot from EVT since recently becoming a DVM. I could use your advice now...

Taking Care of the Team

Fact: the higher the level of communication and camaraderie in a business, the more efficient employees become.1 Common sense, supported by a growing body of evidence, suggests the same is true in veterinary medicine.2 To sustain a dedicated, stable workforce, emotional support for staff in the clinic is as important as continuing medical education.3 While you may think about your team as an entity, remember that each member is a unique individual; appreciating their differences can guide them to becoming the most efficient

How to Recover after a Communication Breakdown

We’ve all had it happen. Somehow communication breaks, which makes explanation, reiteration, or subsequent communication more difficult and less effective—leaving us caught in a loop where one error perpetuates another and team dynamics suffer.

Here’s an example from my past: When I was working as a licensed paraprofessional in human medicine, a call came in to set up stabilizing skeletal traction on a 10-year-old prior to surgery. The surgeon I worked for said that child protective services had been contacted, too, because there was a suspicion of abuse.

Dr. Allison & Mrs. Hyde

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.

Relationship Centered Care

When I mention that I teach veterinary students client communications and professional skills, people look at me like my dog Sadie zeros in on voles—tilted heads, puzzled eyes, and all. Many people can’t imagine why such considerate professionals as veterinarians would need to be taught to converse. It’s not until I explain that I also train students to conduct humane euthanasia* that a person will solemnly nod, often sharing a story of saying goodbye to a beloved pet.

Partnering with Clients: The Dance of Rapport

Imagine you are dancing with a partner with whom you feel open and safe. What does this dance look like? It’s probably smooth and flowing, and when one person makes a move, the other follows, to keep the connection.

Now imagine this dance with a different partner, someone with whom you feel uncomfortable or out of synch. What happens to the flow, especially when one of the partners tries to change direction? The result is usually resistance, stumbling, and frustration.