What does your receptionist say to a client who claims to have forgotten his or her checkbook? Or how does your technician respond to an angry client? In such cases, is everyone following a similar script? Is what they're saying the best response? If not, role-playing may help.
The usual encounter starts with a progress-notes entry for the client concern, a weight (hopefully sequential with a body-condition score), a TPR, a BP, lead II ECG, tonopen screen and maybe even a urinary kidney screen.
Your staff members devote a third of their waking lives to your practice. Working at your practice isn't just a job for you--don't let it become just a job for them. Share your vision for the practice and then give them the support and tools they need to make your vision a reality.
To help you think about why team members stick around, we asked Blythe Addington, RVT, why she enjoys her work and why she returned to Broad Ripple Animal Clinic in Indianapolis, where she completed an externship, after she finished her degree. Here's what she says:
Engaged employees are productive, profitable, customer-focused, safer, and more likely to stay with you. The Gallup Organization measures employee engagement levels by asking employees the following 12 questions:
The trite phrase, "personality conflicts," allows key issues to be ignored or defined out of existence in daily operations. The term could mean the practice did not hire for "team fit," or they did not establish a "safe-haven" environment when establishing behavior expectations.
In recent articles I have talked about better record keeping and how to write a job description; both of these articles have one thing in common they require the entire team to be involved. So how do you motivate and keep the team going in the forward direction?
The phrase "open book management" means many different things to different people, and in some arenas makes the staff cringe with fear of the charts posted on the wall and the monthly beatings which occur when they do not reach their assigned quotas.