Ernie Ward
DVM, CVFT
Opening Shots columnist Dr. Ernie Ward is an award-winning veterinarian, impact entrepreneur, book author and media personality. When he’s not with family or pet patients, Dr. Ward can be found contemplating solutions during endurance athletics and meditation and on his weekly podcast, “Veterinary Viewfinder.” Learn more at drernieward.com
If you have a question about practice life, personal well-being, leadership or veterinary careers, email openingshotstvb@gmail.com
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Q: How can I manage stress and avoid burnout in a busy veterinary practice?
A: My answer deserves several pages, but I’ll try to distill it to the essentials.
Effective stress management and burnout prevention in a veterinary practice involves several proactive steps. Start by focusing on time management and organization. Organizing your personal and professional tasks and setting realistic goals can reduce the feeling of being overwhelmed and improve efficiency.
Next — no surprise — you must prioritize your health. Exercise, a balanced diet and adequate restorative sleep are foundational to managing stress and maintaining energy. Make it a point to schedule regular workouts, prepare healthy meals and create a sleep-friendly environment.
In addition, reward your intellectual self by embracing professional development and continuous learning. Staying updated with veterinary medicine’s latest advancements can enhance your confidence and competence, reducing stress related to feeling unprepared or outdated. Attend conferences and CE courses to keep your skills sharp and stay motivated. You’ll make friends, extend your network and gain valuable feedback about shared experiences.
And stop scrolling social media. Seeing too many influencers can exacerbate FOMO (fear of missing out) and inferiority. If you are upset by what you see on your mobile device, don’t go there. Instead, read a book or go for a walk. Even better, take those precious minutes to meditate.
Beating burnout requires constant effort and vigilance, but after 32 years as a licensed veterinarian, I’m here to tell you it works.
Q: How do you handle so-called “surprise fees” in veterinary care, especially with procedures like dental cleanings, which can unexpectedly require extractions and other costly treatments? Because the patient is under anesthesia, we often don’t have time to discuss the possibilities thoroughly with pet owners.
A: Surprise bills and hidden fees are among the top customer complaints at any health care provider. Whether it’s a prescription fee, service fee, disposal fee or credit card usage charge, most folks don’t like it. We can mitigate the problem by emphasizing transparency in our cost estimates, the vast majority of which can be reasonably determined before we start a treatment journey.
The first step in preparing clients for additional charges is to provide a detailed estimate and consent form and have them sign it. Estimates allow open communication about the procedure, what you expect to find and any potential additional charges. Many veterinarians don’t share the possible extra costs for fear of a pet owner questioning or rejecting the procedure. However, by being upfront about the possibilities, you can manage client expectations and reduce the stress associated with surprise fees.
I advise giving a realistic estimate range with plenty of headroom should you need it. Charging less than the maximum on an estimate is always better whenever possible.
Also, consider tiered pricing based on a procedure’s complexity. For example, a severe periodontal case would have higher estimate ranges than a mild case due to the increased likelihood of extractions. Tiered pricing also informs the pet owner of the seriousness of the condition and that unavoidable additional treatment or tests might be necessary.
Have a communication protocol in case an unexpected issue arises during a procedure. Tell clients that someone other than the veterinarian or technician will contact them if necessary. Be sure to prime clients by saying they will need to make fast decisions due to the use of anesthesia.
The final chance to avoid a bitter billing experience is the post-procedure call. If you had to do additional tests or interventions and the charge changed, the veterinarian needs to make the call. If clients recoil at a surprise bill, chances are no one advised them beforehand of the possibility.
If you follow the above steps, the conversation will comfort, not enrage, a caring pet owner. Unexpected fees are inevitable in veterinary practice, but surprise bills should never be.
Q: My team told me I come across as intimidating. During a staff meeting, one technician mentioned that people are afraid of me. I try to balance being the boss/owner with being nice, but I’ve been under a lot of stress with many new employees. I don’t yell, but I address issues when things aren’t done correctly, and I try not to be harsh. How can I make myself less domineering and maintain respect from my team?
A: You’re struggling with the concept that bosses need to be friendly, not friends, with their employees. Unfortunately, you fell into unfriendly territory and now must level-set everyone’s expectations, including yours.
Being a compassionate boss while simultaneously demanding the best in your employees is a skill requiring experience and intentionality. Good leaders learn to crochet beautiful garments by threading the needle thoughtfully.
In my early days of practice ownership, I tried all hues of the leadership spectrum. After a few years, I learned that maintaining a professional distance from employees was essential, but it had to be served with a heaping dose of empathy. That’s the “friendly, not friends” element of being the boss — you must feel for your employees without encroaching on certain personal boundaries. Sometimes, that approach is easier said than done, but it must be done nonetheless.
Start by having open, preferably private, conversations with team leaders. Ask them to describe your relationship, how you could improve and any concerns they have. These conversations are incredibly challenging, but I’ve found them essential to personal growth. Focus on active listening during the discussions and on your daily workplace interactions. Often, staff members interpret a lack of attention as dismissive or indifferent, and that uncaring perception can lead to animosity.
“Praise in public, correct in private” has long been my mantra in the clinic. Too often, we tip the scales toward calling out mistakes and placing blame, and we rarely acknowledge good deeds and extra efforts. Balance your constructive criticism with positive feedback. Regularly recognize and praise good work.
Be aware that stress levels affect how you interact with others and how they perceive you. When you’re calm, collected and caring, co-workers sense it and are likelier to behave similarly. When you’re short-tempered, expect the staff to share your emotions and potentially view you as threatening.
Consider team-building exercises outside the clinic to show a different side of you. However, remain professional at all times. (Be especially cautious of straying into friend territory by sharing libations, gossip or off-color jokes.) Staff training systems and performance evaluations can connect your mission and vision with your actions and express your commitment to being a better boss and veterinarian.
Finally, be fair and consistent in your approach to employees. Favoritism and “work besties” can create team disharmony and make some employees feel jilted and jaded.
Those strategies will help you create a more supportive and respectful work environment while maintaining your authority to manage the practice effectively. Good luck with your needlework.