Forget "us vs. them"

Forget "us vs. them"

Stop thinking of employees outside your group as rivals. When you break down these barriers, you'll reap rewards.
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Oct 01, 2009


Greg Paprocki

Veterinary team members' turf wars often mimic fights between dogs and cats—or cats and mice. It's time to unite with your natural enemies for the good of the practice, patients, and your own well-being. Check out these three common rivalries, along with ideas for how to make working together a real treat.

Front vs. back

The receptionists and technicians are constantly irritated with each other. The technicians don't respond to the receptionists' request for help and the front desk requests it at inappropriate times.

Starve alone

"The phone is ringing off the hook. Where's the receptionist?"

"A client has a question, but there's not a technician to be found."

Feast together

Start meeting in the middle with this example of how to handle phone shoppers. Receptionists initially field these important calls. When a potential client asks, "How much is your spay?" the next step in a practice without proverbial walls is for the receptionist to forward the call to a surgical technician. Why? While a receptionist smiles and waves at clients standing at the desk or watches line No. 2 blink with another in-coming call, the phone shopper only gets half her attention. And if you ask to call back later, you lose the impact and, probably, the potential client. So a technician who can fully focus on the caller should explain the procedure and the excellent medical service you offer, then give the price.

When should a receptionist avoid asking for help from technicians in the back? When the front-desk area is slow. Even if the front desk is busy, receptionists should ask long-term clients with nonemergencies if they can call back to answer questions later in the day.


Proceedings papers for techs

The very best behavior advice for new puppy owners (Proceedings)

CVC IN SAN DIEGO PROCEEDINGS

The entire hospital staff should play a role in the counseling of new puppy owners.

The technician's role creating a behavior centered veterinary practice (Proceedings)

CVC IN SAN DIEGO PROCEEDINGS

A focus on pet behavior in the veterinary clinic is an excellent practice builder.

Trying times--dealing with canine adolescent dog (Proceedings)

CVC IN SAN DIEGO PROCEEDINGS

A behavior wellness exam is an opportunity to check up on a pet’s behavioral health and answer any related questions a client may have.

Enriching geriatric patients' lives (Proceedings)

CVC IN SAN DIEGO PROCEEDINGS

An important time for practices to include a behavioral exam is when a pet becomes a senior.

Tubes and tracheas--all about endotracheal tubes and lesions in difficult intubations (Proceedings)

CVC IN SAN DIEGO PROCEEDINGS

Endotracheal tubes are usually made from silicone, polyvinyl chloride (PVC) plastic or red rubber.