Figure 5.1 Health‐care team member and client.
Source: Sirois, M. (ed.) 2010. Principles and Practice of Veterinary Technology, 3rd edition. Elsevier Mosby, St Louis, MO.
Figure 5.2 Name badge alternatives.
Source: Courtesy of Kara M. Burns, LVT, VTS (Nutrition).
The SOP manual will also give guidance for wearing jewelry, including piercings. Remember, common sense plays a big part in choices of jewelry and piercings that are worn to work. The health‐care team must think of patient and team member safety when considering jewelry. A watch that is waterproof with a seconds hand is needed when working in veterinary medicine. Other jewelry such as piercings, earrings, bracelets, and necklaces must be approved by the hospital owner or practice manager as directed in the SOP manual. There is high risk for a patient to catch their paw, claws, or teeth on jewelry, thus potentially injuring themselves or the individual. Rings pose a risk as described above in addition to potentially harboring bacteria. If rings are to be worn, the recommendation is a ring with a flat and smooth surface that may be taken off and washed frequently. Tattoo requirements will be detailed in the hospital SOP manual.
Part of working as a professional and portraying a professional appearance includes appropriate language and behavior. The language of every health‐care team member should be professional at all times. Remember common courtesy. Swearing is NEVER appropriate. All health‐care team members should be familiar with the appropriate language used when communicating about veterinary medicine.
Team etiquette should be established by the hospital and used by every member of the health‐care team. Respect is the number one requirement in a professional working environment. Respect should be given to every member of the team with whom you work and to the client. All team members are important to the success of the hospital and the care of a patient. No one position is above another when patient care and successful hospital operation are involved.
Telephone techniques
The telephone is a very strong communication tool. It allows people at a distance and strangers to immediately access your hospital. Answering the telephone is the first impression that a client receives from your hospital. Improper phone etiquette may lead to the last interaction with your hospital as well.
The phone should be answered within the first three rings, otherwise the client may believe the hospital is too busy and impersonal to treat their pet. One should always be polite and courteous. Inaccessibility may drive existing and potential clients to another hospital. Always smile when answering the phone. Although the client cannot see you smile, they can hear it! This gives a warm and welcoming perception to the caller. Always introduce yourself when answering the call, identify the hospital name, and ask how you may help the caller. An example would be: “Hello, 123 Veterinary Hospital, Lori speaking. How may I help you?” Instantly a relationship is established because you have identified yourself and your hospital, and asked to assist the caller.
Always attempt to answer the call. Try not to put the caller on hold. There will occasionally be times when health‐care team members may have to put a caller on hold. Again, common courtesy plays a big role. Ask the caller if you can put them on hold and listen for an answer. Do not ever simply ask and put the caller on hold without hearing their response. The caller may have an emergency that cannot wait. It is proper to not leave a caller on hold longer than one minute without returning to check on them. If you need them to continue to hold, take their name and phone number and give a time frame within which you will return their call. If a callback is necessary, it is imperative that the client is called within the agreed time frame. Not doing so gives the client the impression that they and their pet are not important to the hospital.
When answering a phone call, be sure to write down the owner’s name and the patient’s name. Repeatedly asking for this information suggests the hospital is not well organized and may imply that the owner and patient are not important. If this information is written down and the call is placed on hold, the caller feels as though the health‐care team member remembers them personally when returning to the phone call.
There are certain phrases that team members should learn to use – and not use. To answer a question with “I don’t know” gives the impression that the team member (and possibly the hospital as a whole) is not informed or educated. Even worse, it may give the impression that the veterinary team does not care enough to find or learn the needed information. Try using the phrase, “That is a great question, let me find out” rather than “I don’t know.” Also, the phrase “Just a second” signals abruptness and lacks compassion. Instead focus on a helpful response such as, “I will have that information for you in just a moment.” Words, tone, and inflection all matter and we should choose to portray confidence, compassion, and understanding. Words and phrases such as “Absolutely!”, “I know how much you care”, and “I understand” are powerful assertions that help to create empathy with pet owners.
Every hospital should employ guidelines for health‐care team members regarding what can and cannot be said. It is prudent to develop a list of frequently asked questions and appropriate responses. This insures consistency in answering questions and continuity from the practice manager and/or owner. Some of the more common situations include the following.
Making appointments
Emergency calls
Updates for hospitalized pets
Clients evaluating prices between hospitals – “price shopping”
Angry callers
Request for a refill of medication and nutrition
It is important to represent the hospital as compassionate and caring. Being a good listener is one way to do this. All health‐care team members should be courteous and respectful when talking with clients on the phone. You will hear the same questions throughout your career, but remember the clients are asking because either they do not know or the situation is new to them. Health‐care team members must be empathetic and calm and respond with common courtesy and proper etiquette.
Every telephone call has the potential to turn into an appointment. Remember your pleasant and confident communication can help a potential client to immediately feel comfortable and that they matter, and helps them to feel as though they can ask questions. Calls answered in a polite, educated, and unhurried manner are more likely to result in an appointment with the veterinary hospital. The team member should ask open‐ended questions to generate conversation. Closed questions typically result in a one‐word answer whereas open‐ended questions allow for discussion. Providing value and education to a pet owner increases the likelihood that the veterinary hospital will gain a new patient and owner. Always ask if you can make an appointment at the end of a phone conversation. Additionally, end the call with compassion and ensure the caller’s needs have been met.
Example:“Mrs. Smith, thank you for calling AAA Veterinary Hospital. Have I answered all your questions today? My name is Lori; please call back with any other questions you may have.”
Scheduling appointments is a big and important task in the veterinary hospital. Appointments help to control the flow of the hospital – from the examination room, to boarding, to surgery, to urgent
