ARE we all on the same team?

Play-fighting in pets can be cute. When it comes to human teammates in-fighting like proverbial cats and dogs, not so much. Photo Bigstock/lufimorgan A few months ago, I had the opportunity to write an article that was published on a popular blog site. My focus of the article was something that is always a hardship in clinical practice: Discussing finances with clients and discussing access to care based on financial resources that clients present us with on a day-to-day basis. In the article, I discussed the daily life of myself as a technician in practice. I went into detail, talking about my experiences as a technician and the struggle that comes with having to discuss euthanasia and finances with clients. I briefly mentioned a scenario where the receptionist yelled out “Emergency” and the code that followed in the treatment area of my clinic. I was disheartened to see how negative a turn that statement took in people’s input about my article. While the article’s purpose was to share the daily life I live each day, recognizing the struggles others face in that situation, that was not the outcome. Comments on the blog turned into a platform where staff were bashed for their response in a code, whether it was appropriate or not and why, each person commenting their thoughts. Statements were made about the battle between the staff at our various clinics, how they interact and the results the interactions have on each of us. While all this may be true, my article’s purpose had shifted from its original intention. Rightfully so, this opened up a door to discussing an obstacle we all face in practice: Cohesiveness amongst our staff. A common goal All of us are in this field because we care. Right? We care about our patients, staff, clients, and families. We all love animals. We all strive each day to ultimately do our best in all we do. We all have the same goals in the end: To prevent suffering, to give our clients and patients the best care possible. This is my goal every day. Isn’t it yours? Why would we even need to ask if our goals are the same? For so many of us to have the same mutual goal, we could not be farther apart in our ideals of how we should be working together in our profession. All of us are witness to this every day. From in the clinic to social media platforms, some days are a battlefield and leave us licking our wounds at the end of the day, ultimately questioning our want to stay in the field. Sometimes, things go even further, and a person takes their own life, often the result of a combination of bullying and that individual’s own mental health struggle. None of us have any idea of the difficulties our peers are facing in their own lives. No one knows the life anyone lives or what the struggles they may be facing. Not knowing how one’s words or actions may impact others leaves me wondering how intentional people mean to be with their actions. Or do we just not think about what we are doing when we lash out at each other? A look at bad behaviors The verbal assaults and combativeness in our profession are profound at times. Seeing this is often more common than not these days. It almost seems like someone has set out to be rude on purpose. Trying to pick a fight, or even the fame that comes from being recognized as someone who always instigates, calls people out, or is a bully is the goal. I always sympathize with the social media poster who gets bashed for their care of their patients or even their own pets. Even when simple questions are asked, they seem to be picked apart. No one remembers the fact we are all with fault and not perfect. We were young and new to the profession at some point, as well. No one knows everything. We judge, shame, and outright bully our coworkers, sometimes to the point where they end up leaving the field because of how others have treated them. Imagine knowing you were instrumental in someone’s decision to leave the profession. That you were a part of their demise and you were the person who made them decide to leave a job they once loved. Do we do these things to make a name for ourselves? Do we want to stand out to our friends as a no-nonsense person who puts people in their place? Is there pride with recognition from others of our less-than-desirable behaviors? Or is this an effort to become an influencer and all part of our plan to be recognized for what we do? How can this be right when we all have the same professional goal? Providing good patient care is everyone’s goal, or it should be. We do not need all the other drama that seems to follow us along the way. Each role is vital All of the staff in our clinics are an essential part of our success. We could not do what we have all set out to accomplish without the help of each member of our staff. Everyone from the front to the back of our practices is an integral part of our team. From receptionists to assistants to technicians to kennel staff to DVMs, everyone is important in one way or another. The age-old battle of who is more important must come to an end. None of us would be successful without the other. DVMs would be unable to do their jobs without technicians and assistants supporting them and completing their orders. Receptionists are needed daily as the first line of communication between clients and the medical staff in most situations. Kennel staff…We all know we would be lost without them to help care for our pets in boarding or be a willing hand to the rest of the staff when they are in need. Those not mentioned…groomers, bathers, hospital managers… they all are a vital part of what helps us to succeed. At some point, we must stop trying to battle it out to decide who is most important or knowledgeable. We are all part of what makes our practices successful. We are like a basketball team, constantly working together to win the game. Passing the ball back and forth as deemed fit, seeking out the player who is the best person to help get what we are trying to accomplish done. We look to the team member with the most skills or the most proficient, the best person to help achieve our mutual goals and reach the desired goal. A team is not one person, or two, or even three. Now our teams seem to range in size from eight or 10 up to 70 or 80 staff members depending on our clinic’s size, sometimes more in some cases. My team approach Our staff is made up of an ever-evolving group of people who are constantly growing to improve themselves and the care of our patients. Growth is something I always want for each of my staff, provided that is the path they want to take. I will always continue to support and push those who want to continue to develop themselves, whether it is medical or managerial skills. Growing leaders is a daily part of my job and why I can continue doing what I do. By taking a chance and growing the next generation of leaders, we can continue to grow and move on to other things to allow ourselves to advance. Taking a chance to grow new leaders can be scary at times for all of us, even though it is an essential part of evolution and what is needed for the next generation of rock stars to get their start in our profession. We should have the mentality of growing our own. Helping the workforce to continue to have new and fresh ideas is essential to our profession and how we are able to develop the next great idea, invention, or medical miracle. Leaders are sometimes few and far between, so when we see that glimmer of hope in an employee that we think may turn into something more, we should take the leap and see where we can help guide them. We may be able to make a difference or influence someone to do something great that may impact others in our world. Not everyone has those aspirations. Others wish to come in, punch the clock, do their job, and just go home. There is a place for those team members, as well within our teams. We all matter. We are all important. I could not do my job each and every day without the amazing team I have to depend on every day. Each one of them, from the front to the back. We are all on the same team, with the same goal: To win. Winning is classified as achieving a favorable outcome for our clients and patients. I cannot win alone; none of us can, as we are all on the same team and need each other to be successful. Jamie Rauscher is a licensed veterinary technician at a 24/7 GP/ER practice in Atlanta. She has been at this practice for more than 20 years and is part owner of the practice, as well as the medical manager. She is the current president of NAVTA and the vice president of the Georgia Veterinary Technician and Assistant Association. Her interests include anesthesia, pain management, emergency and critical care, as well as hospice and palliative care.

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ARE we all on the same team?

A look at team dynamics and how the staff works together—or not

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