{"id":75305,"date":"2023-12-01T00:00:53","date_gmt":"2023-12-01T05:00:53","guid":{"rendered":"https:\/\/todaysveterinarybusiness.com\/?p=75305"},"modified":"2023-11-15T14:17:17","modified_gmt":"2023-11-15T19:17:17","slug":"opening-shots-veterinarian-1223","status":"publish","type":"post","link":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/opening-shots-veterinarian-1223\/","title":{"rendered":"Q&A: Downtime, Follow-Ups and New Doctors"},"content":{"rendered":"

Q: We\u2019re down a veterinarian and have closed some afternoons to give our associate doctor a break. When we closed, some staff members complained about their reduced pay. How should I handle the situation?<\/strong><\/p>\n

A: I faced a similar dilemma as a solo veterinarian in the early 1990s. Sometimes, I needed to leave the practice, and we struggled to find a solution that suited everyone. I wanted the practice to remain open for clients needing to pick up meds or food, and for my team to answer phone calls, care for pets, and perform cleaning and maintenance. Over the years, we found that the following tactics worked best.<\/p>\n

Start by determining how many employees you can let off, and then ask for volunteers. They can use PTO or unpaid leave. It\u2019s their choice.<\/p>\n

Anyone choosing to remain at work needed to understand the expectations. We left written instructions on what and how to deep-clean, the projects requiring attention, the overdue client calls, and other duties that needed to be done. The more detailed our expectations, the more success we achieved.<\/p>\n

We also ensured that staying at work didn\u2019t feel like punishment. We asked team members for suggestions on tasks or projects they\u2019d like to do. We allowed them to organize their time, and we often provided lunch or special snacks.<\/p>\n

When I returned, I checked in privately with everyone to see how the day went. Often, someone discovered additional work that needed attention or protocols that required updating.<\/p>\n

Of course, we left instructions on handling walk-ins or emergencies. We typically notified surrounding clinics that I would be out on a specific day or during a given period.<\/p>\n

Over the years, the benefits of remaining open in my absence far outweighed the potential downsides.<\/p>\n

See if my strategy helps you maintain client service and revenue while offering your team an occasional break.<\/p>\n

Q: My veterinarians and technicians spend hours a day calling clients to check up on patients, but no one calls back! I\u2019m thinking of stopping follow-up calls unless you can help.<\/strong><\/p>\n

A: Once upon a time, when phones had dials and answering machines had tapes, the first thing most folks did when returning home was \u201ccheck the machine.\u201d They listened to any messages, jotted numbers and called back. Those days are gone.<\/p>\n

Keeping up with phone norms<\/a> is essential to stay in touch with clients, monitor patients and save time.<\/p>\n

First, don\u2019t leave a voicemail; younger pet owners rarely listen to them. However, some clients enjoy the sound of a voice, so ask for follow-up contact preferences when you register a patient or before you need to check on one.<\/p>\n

Texting before calling is a good idea. Try a simple, \u201cHi, this is Dr. Ward checking on Ginny. Can you talk now? If not, text us a time that works. I\u2019m available until 2 p.m. today.\u201d That act can save time, effort and money.<\/p>\n

Before you call, ask yourself whether a text or email would suffice. Writing works well with minor medical and routine follow-ups. The bonus is you can put the chat in the medical record, and then you\u2019re done.<\/p>\n

Most adults prefer typing on their phone over speaking on it. If the text chain becomes long or complicated, or an unexpected outcome emerges, ask to talk in person.<\/p>\n

Video calls are another option. A recent survey found that 54% of Americans preferred video calls, with younger respondents reporting even higher usage. Video is the next best thing to an in-person conversation. If you find yourself videoconferencing often:<\/p>\n