Staff Retention

Full Stop—Retain Not Retrain

Now, by saying this, I am NOT saying we should disregard the new teammates our veterinary practices so desperately need. What I am saying is to instead, switch the effort. Bring up, build up, boost up the reserves, those team members who have been in the trenches, buried in cases, and all the muck that goes with them. Let me elaborate.

Actions Speak Louder

I am most definitely a hands-on learner, as are the majority of us in our profession. It’s difficult to learn how to place an IVC theoretically. You have to feel that “pop” into the vein to fully appreciate and understand what it is that you’re doing. And I can say with a fair amount of certainty that most veterinary team members will tell you they learned so much more on the job than from a textbook.

That being said, we cannot learn all that we need to within 1 to 2 months, and sometimes not even in 1 to 2 years in practice. Having the education and credentials to back up your what (skills) with the why (science) is essential in becoming a fully integrated member of a veterinary team. Honing any skill takes time, and mastering that skill takes more of it, along with effort and determination. No one is going to be able to run a solo TIVA case within their first week (just entering the field, freshly graduated, but if you’ve got the experience and are simply new to a practice you might!). Gaining the trust of your teammates, supervisors, and doctors is crucial. Fine-tuning your skills and gaining confidence—not arrogance—is critical. All of this takes— you guessed it—time.

It’s Not Easy Being Green

Kermit spoke the truth, it’s NOT easy. But I’m clearly not speaking about the color here. Being the new kid at work is challenging—learning names, finding your way around, protocols, processes, workflow, oh and yes, all the veterinary medical skills on top of that! Every practice, regardless of its location and/or size, should have some type of orientation or onboarding program in place.

Depending on a person’s work and life experience, skill set, learning type, and communication style, this can—and should—encompass anywhere from 2 to 8 weeks. The first week should be spent, ideally, off the floor and focusing on workflow, computer skills, and acclimatization. Unfortunately, this is the exception, not the rule, which is what Empowering Veterinary Teams (EVT) is aiming to change, but I digress.

It’s worth noting that the recruitment, interviewing, hiring, and training of a new veterinary team member in the United States costs anywhere from 50 to 75% of their annual salary,¹ and that’s only for them. Take into consideration the extra time of their trainer(s). And let’s please, please not forget to address the mental and emotional toll this can take on the entire team— trainee and trainer, management, doctors, and patients. The entire team dynamic changes when any one member leaves and then again when a new member joins.

This is an essential process and one that is incredibly rewarding and worth every penny and each ounce of blood, sweat, and tears. But (you knew there was going to be a but), it’s a LOT, especially with short staffing, exponentially amidst a pandemic. What are we to do? Read on.

Remember Me?

Heads down, noses to the grind, not a complaint, and getting completely and utterly burnt. The pillars of the veterinary practices, those dedicated and determined to “do it all” and “save everyone” teammates. They’ve been in the field for more years than most know, and sometimes more than they’d like to admit. Backs and knees aching, creaking, and breaking. Brains

How are we supporting them? Raises are great. Incentives, bonuses, and benefits are wonderful too. Provide them wellness resources and materials? Yes, please! But how will they use them? When will they be able to enjoy it? Most cannot because they simply aren’t given the time. Minimal breaks, if any. Paid time off (PTO), they’ve got it, but it’s sitting there, unused. And why? Because who else is there to do their jobs? No one can do it like they can, and they don’t have the time, energy, or resources to teach anyone else. Whose fault is that? All of ours. Another problem to solve, but how? There’s more.

Be the Change

Here’s where we come to a full stop. Head back to the proverbial drawing board, not for recruitment, but for retention. Provide training aimed at growth and enhancement (CE, events). Make it integral, not optional, and MAKE THE TIME for it. You provide a CE allowance, fabulous! Now make it work for everyone, and add that in addition to a PTO allotment. Find out each team member’s “why”—what makes them excited about veterinary medicine. Give them the materials, the resources, and the means to get the education for their professional growth. Or bring it into your practice; what a great day that would be and one that actually warrants a pizza party!

Train your trainers, coach your coaches, and instruct your teachers. These roles aren’t for everyone and even those of us who love to train, coach, and teach (all are different, all equally important) need to know how to do it, not just what to tell people. Workshops, reading material, and mentorship, provide it. All of it. Meetings—have these regularly so they’re not dreaded. Give the team something to work toward while ensuring they know that it’s about progress and NOT perfection. Focus on the process and take the onus off of the individual, all the while cementing the foundation of support that you’ve got their backs.

Recognize, respect, and reward—give these heavy hitters their due. Shout outs on social media are great as a start, and even more impactful when the accolades pay out, literally.

If someone is a true cat whisperer, they’re the ones that lead the low-stress handling workshop for the team.

The person who can hit any vein, anytime, in any situation is your go to for phlebotomy practice.

Have your team set their own high expectations and keep yours up there as well. It will be that much more incredible when they’re met and exceeded.

Reference

¹Pownall M. The high cost of employee turnover in a veterinary clinic. Veterinary Business Matters. Last modified July 19, 2018. Accessed February 15, 2022. bit.ly/33ltROc

The Future of Compounding is MANUFACTURING™

Traditionally compounded medication from a 503B MANUFACTURER

Manufactured following cGMP, the same regulations used by pharmaceutical companies

Large portfolio of 503B drugs for animal health

Approved for office use Learn More! epicurpharma.com | 888.508.5032

FDA Registered Facility

About the Author: Alyssa Mages, CVT, is the Chief Visionary Officer (CVO) of EVT (Empowering Veterinary Teams), where she oversees the content development, clinical skills training, and overall vision of the company. She cofounded EVT to provide training programs, materials, and coaching/learning opportunities for veterinary practices, as well as content development and training directives for veterinary industry service providers. The EVTeam consists of veterinary professionals, industry leaders, and coaches.

Alyssa graduated from the University of Rhode Island with a BS in Marine Biology, which led her to the education/conservation track. Ultimately, her desire to learn and do more led her to transition to the veterinary field where she attained an AS in Veterinary Technology from Manor College and added CVT to her credentials. She has 18 years of veterinary experience and has worked in numerous sectors of the industry. Throughout her tenure, she has held multiple leadership roles including Lead Veterinary Technician, Adjunct Professor, and Education and Development Coordinator. Alyssa’s love of teaching and her passion for the education, evolution, and empowerment of support team members in veterinary medicine led to the launch of EVT in October 2019. Throughout 2021, Alyssa and EVT’s cofounder Caitlin Keat have coauthored a book with Get MotiVETed! titled ClinLife-21 and have also been speaking nationally at multiple veterinary conferences on team training, coaching, and how to implement EVTraining throughout the veterinary industry. Alyssa’s goal has been incorporated into EVT’s mantra: Inspire, Instruct, Impact – Together.