64 AN EXCERPT FROM 101 VETERINARY TECHNICIAN QUESTIONS ANSWERED
your questions answered Q
What is the best way for me to enhance communication between the front office and the medical staff?
Katherine Dobbs, RVT, CVPM, PHR
A
Even though many practices are physically separated into front and back working areas, the best practices do not have this separation between the different team members in each area. It’s important that communication
flow freely and constantly between the front and the back of a practice. In order to ensure the flow of information, it is important to develop systems
and protocols that address how and when communication should occur so everyone knows what to expect. For example, the front office team knows not to check out a client until the technician has either come up with the client or called on the phone to let the front office know that the client is ready to go. When an unusual situation occurs, communicate it immediately by leaving notes
for each other or using a dry-erase board that is centrally located near the worksta- tions. Check in with each other often during the day, so everyone has the same infor- mation. During staff meetings, ensure that each area has a chance to contribute on issues that affect the entire practice. It can help when each area has a supervisor or lead person who can help to distribute information and express opinions when there are issues. All of these tactical approaches are good for opening up the lines of commu-
nication, but attitude, courtesy and mutual respect are key ingredients in front-to- back conversation. Each group should appreciate the other’s position in the practice. This is often accomplished by cross-training and helping out in the other area when needed. Role-playing and role reversal can also be good tools to use during training and team building. The staff should appreciate each other as people outside of their position in the practice, so be sure to involve all team members in outside events. Finally, expressing appreciation for all positive contributions is essential to creating harmony throughout the practice and making communication flow easier.
Excerpted with permission from 101 Veterinary Technician Questions Answered (AAHA Press 2009). To order, go to
press.aahanet.org.
Trends magazine, April 2013
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