What Is Professionalism?
Under normal circumstances, we hardly notice its presence. Its absence, however, is painfully apparent.
I heard a story that might appall you. A man nervous about the anesthesia that would accompany his colonoscopy used his cellphone to record the doctor’s instructions. This way, he could revisit them afterward, knowing his anxiety might make him forgetful. Flustered, he forgot to stop the recording, which continued throughout the entire procedure. Later, […]
The Can-Do Charter
Artists create beauty by coloring outside the lines. What if your veterinary team could do — and be — so much more?
I had the opportunity a few years ago to buy into a partnership acquiring a multidoctor small animal hospital. The practice had been privately owned for all of its 30-plus years. During one of our early meetings with the owner-doctor, he enthusiastically showed us his policy book, a 3-inch binder overflowing with sheet after sheet […]
Install a Psychological Safety Net
Veterinary practices thrive when team members feel free to admit mistakes, propose ideas and express opinions. A close-mouthed culture does no one any good.
Several years ago when I co-owned and managed a small animal general practice, we hired a newly graduated certified veterinary technician who was enthusiastic about animal care. She brought a zest for learning and a desire to connect with the team. With roughly a year of full-time work in her wake, this CVT — let’s […]
From enraged to engaged
If your first thought is to fire cranky clients, don’t. Anyone can have a bad day or even a bad year. Dig deeper into their discontent and earn their admiration.
A cranky old cat hides inside all of us. Most of the time she’s napping, but when we haven’t gotten enough sleep or we’re overwhelmed by work, she wakes up. And the world knows it. What sets her off might appear trivial or insignificant, but she’ll still hiss with irrational and unexpected malice. Months into […]
Stress is inevitable
Resilience allows us to stand strong in the face of adversity, bounce back from stumbles and grow from crises we’ve endured.
I have a confession: Writing this article was a source of great stress. Here’s the mind blower: Stress isn’t all bad. I’ve worn many hats in my two-decade adventure in veterinary medicine. Most recently as a co-founder and positive change ninja with Flourish Veterinary Consulting, I’m wearing a hat that reads, “Positive Psychology Practitioner.” Positive psychology […]