Preface- I work for a Vet hospital that has been opened for 30 years, and owned by my current boss for about 9. The current "team" has been around for about a year. The doctor told me if I have concerns I should speak up. HERE WE GO:
TEAMWORK MAKES THE DREAM WORK
Our hospital is not a well-oiled machine that runs smoothly,
but it can be. Years of experience in offices and managing facilities leaves me
to be very frustrated with the willy nilly way this establishment operates, and
I can see that Doc is frustrated too. Currently, we consistently let things
fall through the cracks and do not think outside the box for the betterment of
the practice or ourselves as individuals.
I’ve found some
things that I think need to be addressed:
Communication
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We have shift change sheets, use them. Put too
much info if you feel inclined. Do not be afraid to put something (if you truly
are afraid/worried, provide a detailed reason for not completing)
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Speak directly to each other on important
matters
o
EX: if animal comes in with suspected kennel
cough, fleas, ringworm (any number of CODE RED QUARANTINE symptoms/diagnosis)
speak directly to the next shift about handling/ clean-up/ disinfecting
protocols.
o
If a client has mentioned any special
circumstances, make it aware to the other working members of the team prior to
the client’s arrival.
§
EX- client expresses financial concerns over the
phone
§
EX- client is extremely worried about condition
of animal, we would do best to see them in an expedited manner.
o
EX: If you take an emergency call and/or need to
make special arrangements for any client, speak directly to all working members
of the team so everyone is in the know.
§
Ex- client needs to come in back door, client
has aggressive dog needs to be roomed immediately, client has multiple animals
needs to be roomed immediately, client needs assistance getting pet in/out of
car.
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We have ways of doing things that work nicely
and are (if they are not already, should be) office protocol, find a respectful
way to make sure everyone is doing things the same way, every time. Find a
respectful and appropriate time and place to discuss discrepancies and correct
the behavior. There should not be discrepancies in our policies from shift to
shift. If a special circumstance arises, it needs to be dually noted and
communicated to the shift that will be handling the situation. Everyone needs
to be uniform in prep, responses to inquiries, in care, and in protocol so that
where one person leaves off the next can easily and quickly pick up.
Team work
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TEAMWORK MAKES THE DREAM WORK
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Know your job description and duties. Know the
most important things and priorities. Also know the overall priorities of the
HOSPITAL. Seeing patients in a kindly, timely manner is everyone’s priority.
o
If a receptionist is not readily available, an ‘idle’
member of the team can answer the phone, check patients in, attend to walk-in
clients (food, preventatives, Faithful Companions pick-ups).
o
If a tech is not readily available, an ‘idle’
member of the team can take the weight, record the weight in the patients
chart, see the patient into an exam room, fill a medication for pick-up,
discharge a patient, feed the house cats (at about 5pm or near that if they
start causing a ruckus).
§
There should never be more than one patient
waiting in the waiting room if there is an open exam room UNLESS the room is
reserved for a euthanasia or other Code RED patient.
-
Picking up the slack when the office is busy is
not enabling- it’s actually the epitome of TEAMWORK. Keeping the place running
smoothly and efficiently is everyone’s priority. Everyone will be happier if
things run smoother- especially DOC!
-
Work for the best interest of the group/Hospital
and the best interest of the shift simultaneously. Know what needs to be done
to get through the shift with a happy doctor.
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If you start it, finish it. That is the best way
to avoid inaccuracies.
-
This will require additional communication from
the DOER of the task to the person who may have been EXPECTED to do it. Just
because ‘once upon a time’ someone gave two doses of medicine to a boarding
animal does not mean that this is not the best way to do things. Use the cage
cards the correct way, cross train the staff to take care of kennel the correct
way, and commend staff when they step up and the hospital runs better because
of it.
o
Since the phones and front door are the top
priorities of the receptionist, please note that #1 there is a working phone
down in the kennel area and #2 it is very easy to hear the door and footsteps
overhead.
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Teamwork means discussing HOSPITAL clients, cases,
workflow, and to-dos…. IT DOES NOT MEAN DISCUSSING EACH OTHER IN HUSHED CONVERSATIONS
IN NEGATIVE LIGHTS. IT DOES NOT MEAN THROWING PEOPLE UNDER THE BUS IMMEDIATELY TO
THE ENTIRE STAFF WHEN THEY HAVE DISPLEASED YOU.
Protocol
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Definition: the official procedure or system of
rules governing affairs [of the practice]
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When someone finds a good or better way to do
something, they should be applauded and it should become protocol for all. When
someone makes a suggestion it should be considered and tried until proven
insufficient.
-
There should be staunch protocol on everything-
from chart set-up, to mixing the mop bucket, to input and double-checking
records received. EVEN VISITING DOCTORS SHOULD BE HELD TO PROTOCOL. “THIS IS
HOW WE DO THINGS HERE”
Common sense
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Should be exercised at all times.
o
If you start it- finish it.
o
If the cats are bothering or fighting in the waiting
room, remove them and appease them. They are our ‘house animals’ but our
clients make us money. Clients should feel relaxed and attended to at all
times.
o
If it is delivered, open it. If you know where
it goes, put it away. If you don’t know, communicate with someone who does. Do
not leaving packages, packaging materials, or incoming ‘products’ in client
areas. It is everyone’s job to work together to keep the Hospital neat and tidy
o
If it is not where it’s supposed to be, put it
where it goes. Do not try to track down whoever put it there- If you didn’t see
it happen, it’s not your responsibility to reprimand (that’s a waste of time
and resources).
o
If you know it needs to be done, do it. If you
want the world to know YOU did it, write it on the board and initial it.
Going the extra mile
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There is a difference between ‘enabling’, and
lending a helping hand for the greater good. If you are idle and the other
person is busy, assist them.
o
Having 2 lines waiting on hold because the
receptionist can only pick up one at a time does not get clients in the door
quicker. Even Doc picks up the phone when there are too many lines on hold.
o
When the
tech is in the room with a patient and you know the cats need to be fed, take a
moment to do it. Doc will be happy that they are not being a nuisance.
o
When the tech is cleaning surgery or running
bloodwork and there are no calls coming in and no patients expected, check the
exams rooms for cleanliness (Nails or excess hair on the floor is disgusting,
weird smells are even worse) and see if any easy re-stocking can be done (3ml
syringes, cotton balls).
o
When the receptionist is on the phone and a
client walks in, assist them. Clients COME FIRST. They may need something as
simple as a food or preventative pick up.
o
If you start it- finish it. Take an extra 5
minutes to do it well, do it right the first time.
o
OTHER: keeping the reception area neat &
tidy (including vacuuming or mopping in between patients), vacuuming the rug at
the front door, picking up feces around the property (not all animals are self-cleaning😊),
taking care of our kenneled animals a little extra, sorting recycling from garbage,
starting/stopping the laundry at appropriate times, folding laundry and
organizing it, re stocking the front display.
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There are slow days and slow time slots that
leave some idle time for miscellaneous other activities- such as marketing, “gossiping”,
extra cleaning, organizing, updating social media with promotions and quick
facts about pet health, inventory, etc. Use your time wisely.
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When all hands are on deck, we get out of there
quicker. When some hands only have their best interests in mind, someone gets
left behind. Doing a little extra may mean 5/10 minutes more on the clock for
you, it also may mean someone feels safer not being there alone late into the
night. It is a win-win situation.
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TEAMWORK MAKES THE DREAM WORK.
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