In my entire 20+ years of consulting and educating in the veterinary field, with hundreds of veterinary clinics and thousands of doctors, managers, and support staff, I discovered that people tend to exist in a constant state of problem-solving rather than focusing on building the infrastructure that will help prevent many of the issues they get so busy handling. What they really want to do is optimize the practice flow—patient in, patient out, staff training, and staff client communications—and get more efficient.
So welcome to a series of quick articles on the 7 STEPS to train, motivate and leverage your vet staff. Learn how to build your relationship with your staff, improve their accuracy and efficiency, and strengthen your operations management. A team-focused clinic can drive better client compliance and generate more pets through the door at your practice.
Let’s start Step 1 right now!
STEP 1: Toss the problems, focus on solutions
One of the biggest time suckers at a veterinary practice is handling the endless staff complaints. A complaint is a problem left unresolved so there can be blame. Who knows why it is in our human nature to make others wrong, but it’s certainly possible to minimize this phenomenon and get focused on the “what to do about it” instead of the “who did wrong” of a problem.
Get to the core of the problem.
Make others, including the complainer, responsible for brainstorming solutions.
(Here we go leveraging staff again, and getting them to buy into the new protocols that will be developed as part of the solutions).
Make sure to post the new protocols to the communication board so it’s clear how everyone is expected to be on the same page.