I spent 6 hours this past week talking to veterinary technicians
at the CVC in
Washington. If you’ve never been, you should treat yourself. It’s a polished show. It’s a one of those one-two punch experiences
where you realize that in addition to talking about care, service and attention
to detail; they’re actually demonstrating how it’s done. The presenters too offer more than you’d
otherwise expect. Spanning the
country…well the globe now that I think of it…they seem handpicked for brains,
experience and unmatched exuberance for their topics. Though caffeine (and delicious food btw) is
handy…lining the hallways…at a corner stand, you forget you need it. The speakers provide that much of a kick all
on their own.
But enough gushing, the real reason I’m telling you this is
that my topics were not about veterinary nursing. I was asked to do material for vet techs
interested in management and the issues we were addressing were not pleasant:
anger in the workplace, micromanagement, disastrous management habits, and the
like. The topics spurred a lot of
commentary from the audience, both during and in-between lectures. I was moved to hear some of the problems that
those in attendance were experiencing at their practices back home. Despite the fact that our industry is
chock-a-block with capable, well- intended and highly ethical professionals,
too many are working day after day in practices besought with discord, foul
ups, contention, hazing…it’s truly astonishing some of the stories you hear.
It’s not a reflection on our capabilities, so much as a fall
out from a long list of goals and expectations we’ve heaped upon
ourselves. Think for a second what
nearly every one of our practices is trying to be:
A veterinary care center for a diversity of species
A one-stop shop for surgery, pain management, orthopedics,
rehab and well care
A laboratory
A pharmacy
A hospital
A kennel
A pet food and supply retail store
A grief center
A switchboard
An education facility
A community advocacy group
A rescue organization and shelter
An animal training ground.
That’s the short list.
I’m sure you could add a couple of bullets on your own (feel free), but
probably just as critical we are trying to do it with little to no business
management education, insufficient training for paraprofessionals, AND we’re
trying to do it in a high-stakes, life-and-death setting.
Working collectively and synergistically is not
intuitive. On the most rudimentary
level, people work in teams to get a ball through a hoop, four bases run, or a
baton speedily passed around a track field.
In order to accomplish that, they spend weeks, if not months
practicing. Additionally, no individual
on those teams stands by and watches passively. In order to succeed, everyone
embraces their responsibilities and ‘owns’ the problem. Even watching from the sidelines is anything
but passive. It is constant observation,
cheering and a strong desire to jump in and help. Imagine now how much work and leadership our
efforts need.
If I didn’t see you at these management lectures, I want to
see you at future ones. For the sake of
your commitment to the well being of animals and the humans in their lives,
those of us in veterinary medicine must contribute to veterinary medical management. It’s simply too challenging to do it without
your help. Simply put, your
participation is essential to our success.
The good news is that your journey towards helping all of us
succeed at our slightly-nutty, but wholly heartfelt and worthwhile list of
practice goals will enrich your life.
For no leader is ever born great, but made so after years of whittling
away at their own personal shortcomings.
In their quest to find solutions, they discover how they contribute to
the problem. Be a part of a solution
that will make you a better person and our practices great centers for care.
(Interested in becoming a leader? The VHMA
is an excellent source of continuing education and peer support.)
