Category: Customer Engagement

Technology is constantly changing, and with it, the workstyle of veterinary and medical clinics. But in order to capitalize on these advancements, it is important to design and adopt a functional organizational workflow.

Why is Workflow Management important in the Veterinary Industry?

Veterinarians are key players in the ecosystem of animal ownership. In this system, every moving part is interconnected. Often a practice will have vulnerabilities that vary based on individuals, leadership, and environmental factors. Recognizing these vulnerabilities is essential before taking the initiative to strengthen them.

According to a survey from July 2022, tedious administrative tasks are a primary pain point. Ewan McNeill, Director of Vetlife, a support-mechanism and life-line to many veterinarians in the UK, stated that “More than 40% of all veterinarians surveyed said that administration was their main problem, whilst 20-40% cited various other reasons, including workload and stress, along with poor income and client willingness to pay.”

What is Workflow Mapping?

This is formatting every activity into a process from the point of origin to the end result. Each node and its responsibility can then be assigned to a particular department. It helps one to understand the core and critical activities. These can then be examined to find inefficiencies or bottlenecks may be obstructing or hampering their completion. In fact, workflow mapping may be seen as the first step in overcoming performance challenges in clinics.

How to Improve System Analysis

Focus on Critical Processes

Focusing on improving core processes can lead to significant improvements in overall efficiency, effectiveness, and competitiveness of the clinic. Without these, the hospital’s ability to meet pet needs and owner expectations at the optimal capacity would be crippled. Errors and inconsistencies in secondary functions may not be ideal, but one must understand the opportunity cost of diverting limited resources. If a manger finds themselves conflicted between the former and the latter, perhaps outsourcing should be considered.

Include your Team in the Charting Process

Assumptions about what will likely be included in the process do not encapsulate its true extent. But each member of a veterinary team, from the veterinary nurse to the technician, is specialized in their own role. To ensure that the details of the process are accurately captured, input from the entire team would be preferable. Taking input from individual employees would also emphasize that they are valued and heard. And when they are involved in the process, they are more likely to comply with the workflow stages.

Ivan Zakharenkov, CEO of Galaxy Vets, gave us a very interesting example during our recent Webinar on Mental Health in the Veterinary Community. He says: “I’d come into the hospital and ask ‘can you walk me through the check in to the check of the patients and tell me where there are opportunities in your process’, and people would immediately go ‘this is a stupid paper; we don’t need it.’, ‘we do this step and it’s nonsense; we’ve been doing it for ten years and I hate this step.’ Then we’d remove the stupid and the hate and sell them software that mimics those steps.” Really, the veterinarians themselves are aware of the “pebbles in their shoes” as Beth Davidow, CEO and Co-founder of Timberline Veterinary Emergency and Specialty, puts it.

Clarify the Domains and Responsibilities

Too frequently, veterinarians are burdened with tasks that they are not trained to perform, which distract from their primary roles. This is a central cause for Role Overload, which over time leads to burnout. The limits of each employee’s responsibility should be well-defined so that they can focus on providing care. Any work outside that category should be delegated, unless absolutely necessary. Furthermore, having such transparency will ensure that targets will be met because there is accountability. 

Be as Intricate as Possible

If your workflow map looks generic enough to be applied to any veterinary clinic, then it isn’t detailed enough. Every step will have sub-steps. From comprehensive titles to sub-processes to alternative approaches, everything must be considered. Even inputs such as suppliers and equipment manufacturers to outputs should be considered.  Sub-processes help break down complex processes into more manageable steps. When the individual components are isolated, informed decisions are to be made to optimize or even scale them appropriately. Troubleshooting problems can be simple when the root cause isn’t hidden under layers of vague headings.

Benefits of Workflow Management

By exploring the process, the managerial personnel can expand their knowledge about the integral processes that keep the clinic afloat. Often this can unveil new and better approaches to the task that only someone performing it would think of.

Boosting Efficiency

According to Charles Cox, a Principal at Firefly Consulting, “As people work at a job, they develop workarounds or shadow processes. Often, these workarounds are unconscious. As you research a workflow, be certain to drill down on tasks because people may not intentionally hide them and may not be aware of how they’re performing a job. When you compare the workaround to the SOP, it may be a more efficient path. And, by the way, workarounds hide even more easily in office transactions, because the activity happens and is done.”

It even makes up for discrepancies as the veterinarian and the practice manager are on the same page. Hence, the manager can develop a more complete knowledge of the causes for delays, lapses in performances, etc.

“The cost of problems grows the further

problems get from the origin”

 ~ Charles Cox

Nipping the Issues in the Bud

When it comes to certain problems, the impact is cumulative. Excessive workload, for example, can quickly lead to burnout and emotional exhaustion. Issues generally go unresolved either because the addressal was delayed or because they were overlooked. A thorough process walkthrough can really bring these bottlenecks to light before they escalate. Remember that a stitch in time saves nine.

Provides Clarity

A workflow map replaces speculation and assumptions with reality and accuracy. Internal strategies are more communicable within the clinic and it’s easier to address pet concerns within a system. Documented procedures for complex processes make for tedious reading material and therefore tend to be bypassed by busy vets. A workflow map can be an effective visual alternative that is easier to understand at a glance. This makes life easier for both you and auditors verifying compliance.

Identifies the “Why” before the “How”

Scott Chaiken, a Lean Program Manager at the Michigan Manufacturing Technology Center, expresses the need for considering the primary problem before you look for the quick fix. He says, “Before you start throwing software at [the problem], you absolutely have to understand the purpose of your proposed activity… Otherwise, as I like to say, you’re making dumb decisions at the speed of light.”

Technological “solutions” can come with their own complications. During the Webinar, Zakharenkov explained “(The sophistication of the clinical tools) creates a great opportunity for more learning but it also creates a great opportunity for more errors and with the sophistication of the equipment, the failure of the medical procedures increases as well, if you don’t deploy it properly.”

So workflow management can ensure that prior to investment in supporting infrastructure, the most efficient path is utilized. When you work with Celeritas Digital, you no longer have to worry about the burden of complicated workflow. Our team will examine your clinical structure and develop software that aligns with your precise needs. Use our Workflow Management App to determine the stages and steps that should be included in the Sheet. Then track the movement of inventory such as medication, vaccines, and medical devices. Also track the patient journey between exam rooms, labs, boarding, play areas, grooming, etc. all with the aid of one integrated app.

Contact us at joel.john@celeritasdigital.com and daniel.valdes@celeritasdigital.com to learn more!

A Great Example Patient Intake Cycle

This patient intake cycle made by Smartsheets used different colors to highlight stages of service, from Intake and Triage to Examination and Diagnosis to Billing and Record-keeping.

How Optimized Workflow can Benefit Workers and Animals

The workflow process solidifies how the care team can meet the goal of improving veterinary service quality. Platforms such as Televet Flow smoothen out the creases via chats, voice and video calls. Using technology, a technician may be alerted of the prescription order filled out during the exam. They can then prepare the medication beforehand and have less pressure when the client comes in for pick-up.

The clinic can also employ high-density scheduling. In this alternative, the doctors are scheduled in exam rooms one after the other, with ten minutes in between. This means the client can be catered to on time, without the need for long waits. Plus, the veterinarian can attend to four times as many animals as usual. 

With the help of our V-Clinic App, complex scheduling patterns can be utilized without creating confusion and dysfunction. It allows veterinary professionals to attend sessions and perform their best wherever they are.  

Contact us at joel.john@celeritasdigital.com and daniel.valdes@celeritasdigital.com to learn more!

In the last few decades, mental health has arisen as a prominent and undeniable portion of the health industry. Different segments of the demographic have been identified that exhibit immoderate levels of mental illness or distress. Among these, veterinary professionals stand out. A recent study^[1] showed that veterinary professionals were inclined to express higher rates of mental distress, depressive thoughts, suicidal ideation, and other psychologically concerning notions.

Recently, more clinics and animal medical facilities have been addressing and implementing change and that is very heartening to see. It is not enough, however, to simply take minor shifts in the awareness level and social climate for granted. Rather, attention to healthy mindsets in the veterinary environment must be further prioritized and normalized.

Here are a few tips on how you, as a veterinarian or a manager in the veterinarian field, can remove your mental burdens and alleviate the tension in your workspace.

Some Facts about Mental Health in the Veterinarian Field

A study by Merck Animal Health (MAH) found that only 50% of veterinarians with mental health inconsistencies were receiving any form of solid support^[2].

Overall, the veterinary profession suicide rate was much worse than that in the dental and medical professions^[3] and quadruple the general population^[4] rates. Furthermore, younger workers in this field were found to be more susceptible to cognitive agitation. Their rates – 8.7% of those between 18 and 34 years and 9.1% of those between 35 to 44 years – were critically higher than that of those in the 65 and older age group (0.7%)².

If you’re thinking: those are some strong numbers, you’re right. It’s tough to take in. And here are some reasons why:

• High student debts.
• Compassion-fatigue: exhaustion resulting from over-exposure to trauma, loss, and emotional or physical pain.
• Long hours leading to burnout.
• Grief over the loss of patients.
• The “Emotional Paradox”: vets require high levels of empathy to function well in their roles. Conversely, this also means they react strongly to grief and loss. Vets absorb emotional distress and it can be difficult to keep working through it.
• Toxic teams because of common stress levels.

With the average 2021-22 veterinarian tuition being above $34,000 and $53,000 for in-state students and out-of-state students respectively, it certainly isn’t hard to understand their financial grievances.

How can Veterinarian Managers Help Improve Mental Health Conditions?

The kind of social atmosphere the above issues can create in the workplace is cumulatively detrimental to both employees and clients. Here are some strategies to encourage a better culture and show your crew you care for them.

Provide access to a Mental Health Crisis Center

There is such a variety of options for internal/external aid, that it is almost neglectful not to have such a service available. Most general businesses provide EAPs (employee assistance programs). EAPs’ many benefits include the option to confidentially call for a counselor or therapist, alongside a few free sessions.

Another great initiative is the NAFTA Wellbeing Task Force. Its mission is to “help veterinarian team members create a life and career that is fulfilling, rewarding, and sustainable.” They sound like a suitable team to address psychiatric issues, don’t they? We think so too. Here’s^[5] where you can contact a speaker to start a healthy discourse with your veterinarian group immediately. You can also receive appropriate manager-employee communication training if you’d like to competently handle the situation yourself.

What if you don’t have the energy to act as a counselor, but you’d prefer to oversee the function in-house? The solution is clear: hire a Behavioral Health Specialist. They could, as a member of your small team, intuitively determine the group dynamic and office nuances and tailor their council to each member.

Have Break Times and actively encourage Outdoor Exposure

We know what you’re thinking: I can’t just let my entire staff outside at the same time! Yes, we know there are constant emergencies in the veterinary field. That’s why you need to have break shifts. What that means is that different teams or team members get to take breaks during specific time slots. Implementing this and being supportive of a change of pace and surroundings will give your nurse staff a vital cool-down they definitely need. It will improve performance and customer satisfaction too^[6], so everyone wins!

Have monthly rewards for Social Performance

Vets exposed to a constant inflow of sick poodles, kitties, and other miscellaneous pets could do with a serotonin boost. Delivering unwelcome news and interacting with stressed-out pet parents can curdle anyone’s mood. Moreover, vets tend to have a bad work-life balance because of the long work hours and lack of time to mentally detach.

Rewarding a vet with public praise for maintaining a good lifestyle sends a message to other employees that prioritizing their personal health is supported here. You can also:

• give a shout-out to anyone who spreads positivity instead of toxicity or contributes to the environment.
• provide “Employee-of-the-Month” benefits to those who uplift spirits instead of those who function faster or put in more hours.

This will help your over-workers to understand that their well-being and good attitudes are valued above struggle and sacrifice. But let us just clarify a few very important points:

• participation should be non-mandatory.
• it doesn’t have to be a formal process, especially in a small clinic.
• It’s better to let people improve of their own accord than due to peer pressure- a practice that can have adverse effects.

Provide Healthy Options at the Cafeteria

Studies show that one’s diet can have a strong impact on their mood and outlook. It would be highly beneficial if the cafeteria provided foods that favorably impact health. Contact a dietitian or nutritional specialist about the kind of food that will complement a fast-paced job. You should also take into consideration the physical and movement aspect and the high-stress nature of the job.

We would advise you not just to have the cafeteria offer healthy options, but

• have a greater variety and more attractive display of nutrient-and-protein-rich food.
• encourage employees to maintain a regular and energy-boosting diet.

Gift them Sleep-Monitoring Equipment

Continuing on the same theme, we also know that mental health and sleep cycles are strongly correlated. Yet a lot of veterinarians, who need good amounts of sleep to deal with the hectic demands of their field, suffer from sleep deprivation.

There are many services for sleep improvement. You could have them download an app, use a website, or even buy them a device. Our advice is to gift them a sleep tracking device upon joining the company after completing an internship, training, or probation period. The best affordable sleep tracker is Withing’s Sleep Analyzer, which tracks sleep independently and is disturbance-free. If you prefer a less complex and more affordable choice, just add a sleep tracker to your company app, or have them use an app like Relax Melodies to get 6 hours of uninterrupted sleep.

What Should You Take Away?

Remember, it isn’t just the job of the behavioral specialist to show empathy towards the veterinarians. If your subordinates feel like the counselor doesn’t have your support, then they will not take his or her advice seriously. Furthermore, the help you are providing should not feel obligatory. If employees feel that you are simply going through the motions, they will be reluctant to take advantage of the facilities you offer. So, if you want an appealing atmosphere that is inducive to productivity, then make sure you have an attitude to match it.

[1] Nett RJ, Witte TK, Holzbauer SM, et al. Risk factors for suicide, attitudes toward mental illness, and practice-related stressors among US veterinarians. J Am Vet Med Assoc. 2015; 247:945–955

[2] Merck Animal Health Veterinary Wellbeing Study. Feb 2018.

[3] Halliwell REW, Hoskin BD. Reducing the suicide rate among veterinary surgeons: How the profession can help. Vet Rec. 2005; 157:397–398

[4] Bartram DJ, Baldwin DS. Veterinary surgeons and suicide: Influences, opportunities and research directions. Vet Rec. 2008; 162:36–40

[5] mailto:info@nafta.net

[6] Tork, 2018, p. 1

” Elianne Liong is a staff writer for Celeritas Digital.  She specializes in researching and publishing content related to a range of topics in the animal health and veterinary industry, including technology transformation, business processes, HR, data science, and advanced analytics. “