Veterinary Practice News

Ask any veterinarian why his or her clinic is a success, and the response will be the same: It's because of the office staff.

Just like in a doctor's office or hospital, the front desk support staff and the technicians at veterinarian clinics are the ones who have the most contact with the clients. They offer everything from message taking to grief consolation, kennel cleaning to test administering. In short, the clinic staff is vital to the well-being and overall success of the entire office.

"Sometimes, they have more contact with the clients than I do," says Dr. Victoria Valdez, veterinarian in her Orange, Calif.-based All Cat Veterinary Clinic. "The most important thing is to get the staff involved because it will make them feel as if this is their clinic, too."

Dr. Peter Eeg, a long-time veterinarian at the Poolesville Veterinary Clinic in Poolesville, Md., believes that when the philosophy and attitude of the staff reflect that of the doctor, a well-oiled machine begins to work.

"Unless you have a support staff that mirrors the veterinarian, you wind up with conflict," Eeg says, mentioning that all must agree patient care comes first and foremost, followed by the care of the client. "We recognize that people believe their animals are parts of the family, so our staff works more like a pediatric clinic than a veterinary clinic."

"Our top priority is animal care and to make sure all the nursing care is properly managed," says Pam Chorbagian, office manager of the Villa Park Animal Clinic in Villa Park, Calif. "[All the animals] deserve my top, top priority."

Keeping the staff on an equal level with each other and the veterinarian in the eyes of the client is essential, says Dr. Steve Garner, veterinarian at the Safari Animal Clinic in League City, Texas. He travels around the nation giving lectures on the correlation between great clinic staff and successful clinics–and how to achieve that goal.

"[Vets] can't treat clinic staff like mindless helpers or animal holders" and still get professional results, he says.

Having a superior office environment which boosts the integrity of the clinic and keeps clients rolling in the door starts with the hiring process. All interviewed agree that working in a veterinarian's office takes a special kind of person, namely one who communicates well with people and loves animals.

"People who work with vets are very caring and compassionate people," Eeg says.

Chorbagian agrees, admitting that she's had to terminate the employment of clinic workers in the past because the kindness and empathy weren't present.

"They weren't totally into it. There wasn't a lot of compassion. It's not something you can fake," she says.

CROSS TRAINING IS ESSENTIAL

Cross-training clinic staff is the one, unavoidable key guaranteed to produce high-end results which ripple throughout the entire clinic, veterinarians say. Often, clients deal mainly with the clinic staff; educating them on a variety of issues, both within the clinic and the industry as a whole, is vital.

"It's great [on a real busy day] to be able to pull someone form the front to help with some of the minor procedures," says Chorbagian.

Teaching clinic staff–either through seminars or clinic programs–about everyday tasks and tests elevates their involvement and dedication to the clinic.

"Wealth is created through the sharing of knowledge," says Garner.

Bestowing upon clinic staff the chance to learn things they wouldn't ordinarily learn in their day-to-day assignments boosts pride of ownership, he says.

"If you can let them do it, it really generates huge energy in them," Garner continues. "They really feel a part of the team. People will devote more [of themselves] to something they feel a part of."

Also, giving staff knowledge makes the clinic look more professional, since often times, clients feel more comfortable asking questions and advice of the staff instead of the vet.

"I guarantee you, when I leave the room, that client will turn to the technician [to ask her advice] because she feels she's on the same level as her," says Eeg. "They're also the first individual a client talks to."

Instilling in them the power and knowledge to answer such questions correctly can only boost the integrity of the office, vets say. Garner calls his clinic's training program the "Pillars Program" because his staff, of which there are 15 staffers per vet, is trained on medical techniques and applications that hold the practice up. The health care team also gets monetary raises when they pass each "pillar," which are eight in total.

"Now, they know the stuff," he says.

Eeg feels that the more staff members know, the more they can relate to their veterinarians on a professional level, facilitating a better, more proficient working environment. He's a big fan of sending his staff to national meetings, such as the Western Veterinary Conference.

"It rejuvenates their enthusiasm," he says.

MEETINGS ARE NON-NEGOTIABLE

Another resource necessary to nurture a successful clinic is to hold mandatory staff meetings, at least once a month, but preferably weekly. This allows for a "temperature taking" of the clinic as well as keeping both staff and veterinarians on the same page.

"Unless the staff is on-board [and is informed], you have problems," says Eeg.

He uses meetings to avoid the history-repeats-itself theory. When things go wrong, Eeg and his clinic staff discuss the issues in a meeting to avoid experiencing the same mistakes again. Also, his meetings keep the staff from becoming complacent and adopting the status quo because "it just works," he adds.

Garner of the Safari Animal Clinic believes that regular meetings boost staff morale.

"It elevates them and builds teamwork and a [healthy environment]," he says.

How to keep the client happy and provide for superior animal care always assume top billing on Garner's agenda during meetings.

"We serve our customer first," he says.

Eeg advises other vets to set a mandatory time for the meeting, close the door and proceed.

Have guided conversation points, or agendas, to keep the meeting running smoothly, but make sure to allow for open discussion at the end of the meeting time, he says.

"An idea one person has feeds on another idea another person has," adds Valdez of Orange's All Cat Veterinary Clinic. "These staff meetings are essential. When we haven't had one in awhile, communication breaks down."

Valdez says that good interaction between her and her staff–and between staff members–insures her clinic runs smoothly.

"That's the bottom line–you have to have communication," she says, agreeing that the open-forum section of a staff meeting is vital. She expects all working with her to follow the basic rules of communication: be pleasant, be positive and be precise.

"You can always put things in a pleasing and positive light," she says. "But you need to be precise, too. Be exact [and clear]."

Also important is the quality of communication between clinic staff and clients. Garner mandates his staff, especially those at the front desk, doesn't have multiple piercings, chew gum, wear big hairstyles or "anything else that competes with professional communication."

RECOGNIZING A GOOD JOB

Just like in any work environment, clinic staff employees want to be recognized for doing a good job.

"[Acknowledging this] shows they have worth and their opinions count," says Valdez.

Eeg doesn't believe money is a good motivator, and neither does Garner.

"If you're paying them correctly anyway, adding more money to that isn't motivational," says Garner.

Recognition is, the vets agree.

"When somebody does a good job, you tell them," Eeg said. During the clinic's staff meetings, Eeg is also known for thanking his staff who excelled, giving them clinic-wide exposure for their excellence.

SIDEBAR: PAM CHORBAGIAN

MEETING TIPS

TOP OUTLINE OF SUCCESSFUL CLINIC