{"id":10536,"date":"2021-08-01T00:00:23","date_gmt":"2021-08-01T07:00:23","guid":{"rendered":"https:\/\/todaysveterinarybusiness.com\/?p=10536"},"modified":"2023-08-24T17:53:29","modified_gmt":"2023-08-24T17:53:29","slug":"what-is-professionalism","status":"publish","type":"post","link":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/what-is-professionalism\/","title":{"rendered":"What Is Professionalism?"},"content":{"rendered":"

I<\/span> 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\u2019s 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.<\/span><\/p>\n

Later, when he realized what he had done, he listened to every word the medical team shared during the colonoscopy. To his horror, he discovered that while he slept, his caretakers mocked and derided him. Apparently annoyed by his nervous questioning, they lambasted him, unaware they were being recorded unintentionally. At one point, the anesthesiologist said directly to the sleeping patient, \u201cAfter five minutes of talking to you in pre-op, I wanted to punch you in the face and man you up a little.\u201d<\/span><\/p>\n

That was one of the more innocuous comments. <\/span><\/p>\n

We can agree that professionalism was absent that day in the medical suite. Clearly, any doctor acting like that should be fired. But what if the recording hadn\u2019t happened? If the conversation had remained private between a few annoyed practitioners, would the situation be just as unprofessional? Would they be fired?<\/span><\/p>\n

Or what if the discussion had been recorded and instead of the awful things uttered, the doctor was caught saying: \u201cMan, this guy is a tough case. He was so nervous and had so many questions. I mean, I get it; he\u2019s worried. But it was exhausting talking to him. I\u2019m glad he\u2019s asleep now.\u201d<\/span><\/p>\n

Is that unprofessional? Unprofessional enough to punish?<\/span><\/p>\n

Defining Professionalism<\/span><\/h2>\n

Exasperated, a veterinary manager blurts to her colleagues, \u201cMy client care team is so unprofessional.\u201d She goes on to describe an exchange she heard between a receptionist and a potential client. The pet owner called to ask about the hospital\u2019s capacity to care for a particular dog breed. The receptionist responded, \u201cYes, ma\u2019am, our doctors are able to tend to the needs of that breed.\u201d<\/span><\/p>\n

The manager was frustrated by the terse response. No call to action to schedule an appointment? No further questions about the dog, its age and background, and the client\u2019s concerns?<\/span><\/p>\n

\u201cThis is the level of professionalism my team has,\u201d the manager said with a tinge of disgust. \u201cI think I\u2019ll just have to handle all these client communications myself.\u201d<\/span><\/p>\n

You might nod in agreement and recall similar experiences involving your team.<\/span><\/p>\n

In my consulting work, I routinely talk to practice leaders about culture and team performance. Professionalism comes up as one of their more common concerns surrounding client conversations. Many veterinary leaders seem to vigilantly seek an elevated display of professionalism in their teams. In their view, professionalism is an attitude by and large missing in veterinary practice.<\/span><\/p>\n

You might agree. If so, I want you to try something.<\/span><\/p>\n

First, jot down your definition of professionalism. What does professionalism mean to you in your hospital? Now, fold the paper in half and put it in your pocket.<\/span><\/p>\n

Next, gather your team, perhaps at an all-staff meeting, at a department meeting or when pulling aside your CSRs over lunch. Give everybody a sheet of paper and a pen. Tell them to write down \u2014 no chatting or peeking \u2014 how they define professionalism. Give them three minutes, and set a timer.<\/span><\/p>\n

When the timer goes off, have each person flip over the paper and write what they think is your definition of professionalism. This is their perceived expectation of professionalism. Once again, give them three minutes.<\/span><\/p>\n

Finally, if the group is small, have everyone read what they wrote, one person at a time. If the group is large, randomly pick four or five people.<\/span><\/p>\n

I\u2019d like you to pay attention to three things:<\/span><\/p>\n