Adding fun to vet visits with trivial tidbitsJuly 5, 2024Here are five fun facts you may not know that you can share with clients, team members, or in your marketing efforts.
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Handling common client complaints creativelyJune 21, 2024"Perhaps you have acquired your own methods for handling all of the above, but the guiding principles should remain the same: Ignore obnoxious client behavior."
The Lighter Side: "Learning never stops"June 20, 2024This is a monthly cartoon feature that highlights the humorous and light-hearted perspectives in the world of animals and veterinary care.
A personal take on the perks and pitfalls of production payMay 24, 2024Changes must happen for a production-only pay structure to prove equitable for all stakeholders, starting with employers offering the capacity for employees to earn a competitive living.
Deep thoughts on questionable body cavities and our vet techs' skillsMay 10, 2024This month’s column is about neutering cats and who gets to do it. Here’s the salient question: Should technicians be allowed to castrate cats under the direct supervision of a veterinarian?
What vet medicine can take out of a military playbookMarch 20, 2024Over the past decade or so I've witnessed the rising popularity of a practice style I've snarkily termed "frogmarched" vet care; To force (someone) to walk forward by holding and pinning their arms from behind. In its most effective manifestation, clients are shuttled through a scripted process involving rapid-fire assessments and minimal human interaction. The goal is to increase productivity and maximize profitability by minimizing time-consuming client-staff interactions. In this way, patients are attended more quickly, and clients' wait times are curtailed. Here is how it works in emergency care settings, where it is most often employed: Upon presentation, receptionists immediately convey basic client and patient details to triage technicians, who then assess the patient, confer with the attending veterinarian, devise a plan, present it to the client (via vet or tech), and provide an estimate (via reception or tech). Reception will collect payment or ensure a quick AMA kiss-off if the client is unable or unwilling to comply with the terms proposed. This way, clients are effectively vetted for financial enthusiasm and capacity up front with minimal in-person interaction, so the clinic avoids unduly expending limited space and personnel resources on less profitable cases. When deployed to perfection, this …
Veterinarians have a responsibility to speak out about human rightsMarch 11, 2024"That said, does the profession also have an obligation to look after the well-being of people? I’m talking about human rights, diversity, and equal opportunity."
Euthanasia: Not the worst part of the jobJanuary 22, 2024"The biggest threat to the veterinary psyche is not over the death of animals. It has more to do with their humans."
Tech disrespect and the rise of unionsDecember 26, 2023This month's column discusses the systematic ways in which our über-hierarchical profession too often relegates veterinary nurses-slash-technicians to roles several rungs below their veterinary-degreed colleagues.
5 steps to shorter, effective scheduling callsNovember 8, 2023Client service representatives spend four to six hours a day on scheduling tasks. With staff shortages and high call volumes, they need to shorten and make calls more purposeful.
