The Wagging Tail

I read an article in the most recent issue of JAVMA concerning client communications. It was very useful and outlined some of the main things that clients expect out of their vet visit. It’s vital that we meet the client’s expectations so that they will return to us. However, the one client expectation that struck me was that clients expect to be given options. In general, I have always felt that my job as a veterinarian is to “offer what’s best for the Pet,” and then (only if the client declines my recommendation) should I, “offer what’s best for the Pet within the financial guidelines they give me.”

How many options should we offer our clients? Should we offer them a good, better and best series of treatment plans? In my view, we should offer what’s best— that may include options for referral, surgeries, medical therapy, etc. If the client says, “Great, I’m going to the referral for a cat scan,” then I don’t think that we need to offer anything else. If we offer bloodwork and rads and the client says, “I can’t afford all of that,” should we offer empirical therapy? You are better off if you can establish your clients’ needs and situation and then present them with a small number of choices based on what you have found out.

But, if we document our original recommendation (the best plan) and that the client declined this recommendation, then under most circumstances we would be okay to present a modified approach.  In the end, I think that the vast majority of Pet parents bring their Pets to us because they recognize us as the animal experts. They want us to fix their Pet. They expect us to do what’s right. Taking away all financial restrictions, most people would do whatever we think is necessary to fix their Pet. But, we do live in a world with financial restrictions.

Sometimes, the best care within those guidelines, however, is to inform the owner that empirical or palliative therapy is not possible or appropriate for the given condition without first performing diagnostics.

Summer is gone! fall is here! so it’s once again back to school time.

Upon visiting U.S. colleges of veterinary medicine, I typically ask if any students have fallen prey to identity theft or credit card fraud. To date, every class has had one or more students answer affirmatively. Credit cards have become a staple in today’s campus life. Yet, these critical and very personal tools in our daily life are at risk.

Even your residence may not be secure. Criminals often engage in “dumpster diving,” going through your garbage cans or a communal dumpster or trash bin — to obtain copies of your checks, credit card or bank statements, or other records that typically bear your name, address, and even your telephone number. These types of records make it easier for criminals to get control over accounts in your name and assume your identity.

If you receive applications for “pre-approved” credit cards in the mail, but discard them without tearing up the enclosed materials, criminals may retrieve them and try to activate the cards for their use without your knowledge. If your mail is delivered to a place where others have ready access to it, criminals may simply intercept the contents.

While nothing can guarantee you won’t become a victim of identity theft, you can minimize your risk by making it more difficult for identity thieves to access your personal information.
- Protect your Social Security number
- Be careful on the Internet. Providing tips to help secure your identy, the federal government developed the website OnGuardOnline
- Choose creative passwords, and change them periodically
- Never give out personal information on the phone, through the mail, or on the internet unless you’ve initiated the contact
- Safeguard your purse or wallet
- Store information securely

I hope these few tips protect your financial (and mental) health and future.

For more information to help you deter, detect, and defend against identity theft, see the federal government’s web site. .

A few days ago, I was finishing up a lunchtime run, downing what was left in my water bottle, when I overheard two women in the atrium of my office building talking. “I wish I could do that, but I just don’t have the time,” I heard one say to the other, as she watched me walk by. I could feel my heart drop, realizing they were talking about me. As I walked toward the locker room and while I changed my clothes, I couldn’t stop thinking about those words, “I wish I could do that, but I just don’t have the time.”

You might think that running a busy veterinary practice and everything that goes along with it — reassuring clients, examining patients, performing surgeries and procedures, handling paperwork, managing team members -  doesn’t leave any time for you. I know what you’re thinking. You feel like you should be doing something productive all the time and taking free time seems like a self-indulgence you don’t deserve. After all, you’re the leader and the practice won’t function without you. Did those invoices get out? Are all the patient prescriptions filled? And so on. It’s an absurd way of thinking. Whatever the reason, you can make time for yourself. It’s really a matter of priorities, planning and time management.

As far as time management goes, there are some basics I like to keep in mind. For you, running your practice should be a priority. But I think you have to first understand what you can realistically achieve with your time and then plan to make the best use of the time available. I always leave enough time for things I absolutely must do yet I make sure there’s some time to handle the unexpected. I also try not to over-commit to others. It helps keep my stress level down.

I find that actually scheduling a time for “me” in my day timer works. For example, I’ll mark 1:30-2:00 pm as my time — and use it to get some fresh air, take a brisk walk, grab a book, meditate or just clear my head. You can do it, too. If you can’t get outside, just head for an empty exam room and make it known that you cannot be disturbed for X amount of time. Make sure it’s something easy, quick and special to recharge your batteries. It lets you know you are important.

I’m amazed at how rejuvenated I feel by leaving the building – even if it’s only briefly. Allowing myself free time during my work day also helps regenerate my energy and mind for tackling big problems or issues I’ve left aside. Maybe a particular patient or case has been troubling you. By walking away from it you might see it in a whole new perspective.

Being busy, hurried and stressed is when I find I need time for myself most. Time and space nourishes my soul and allows me to be more effective. And being more effective means I get things done better and faster.

What makes you think you can’t take 15 to 20 minutes for yourself?

Do you remember when you were young and everyone asked you what you wanted to be when you grew up? Some veterinarians knew from the time they could talk that a veterinary career was right for them — however most of us didn’t have any idea. Making the right profession choice was so vitally important for the outcome of my life and my happiness.

I remember actually sitting down in a quiet place and asking myself these questions: “What makes me feel alive? What makes me want to get up in the morning?” I had a passion for helping furry family members and also loved people so clinical veterinary medicine was for me. It was a good thing that I didn’t make the mistake of loving animals and disliking people — all Pets are extensions of their people and I wanted to serve both. I truly care very deeply about both Pets and people.

On a side note, there were some not-so-good-reasons I decided on veterinary medicine, to be perfectly honest. I wanted the degree, I wanted to be called doctor and I wanted my family to be proud. What I have come to learn, though, is that it doesn’t matter what anyone else thinks — what matters is the passion I have inside of me. My passion defines who I am, my passion pushes me to do great things, my passion will determine my success in my career and, more importantly, in my life.

I have been blessed over and over again in this wonderful profession that I chose. I have found my niche and have utilized my degree to tap into my passion for serving people, building relationships, helping Pets, and being able to be a great and available mom. The veterinary degree opened doors that no other degree could open and I don’t regret my decision for one minute.

It was important that I made my decision for the right reasons — being passionate about my profession will not only make me the best in my field, but it will also make me the best person I can be during this short lifetime. What better legacy is there than to be the person who impacts this world because of my joy for living?