By Dr. Julie Reck, Practice Owner, Veterinary Medical Center of Fort Mill
It’s the beginning of the month; I am opening several days of mail for my veterinary practice. I have a sizable stack of letter size envelopes that represent a large variety of bills that need payment. As I open each envelope, I close my eyes tightly, take a deep breath, and I brace for the number that appears before me. Sometimes, I am relieved by a lower than expected number, but often it feels like a gut punch that leaves a lasting nauseating feeling. Operating a veterinary practice is expensive and comes with the added pressure of trying to keep veterinary costs attainable for pet parents. As a practice owner, I am all too familiar with the financial pressures and responsibilities that come along with this role.
Last fall, I saw Fear Free mentioned in several publications, and I was intrigued by the potential for pets to experience a veterinary visit without physiologically damaging levels of fear, anxiety, and stress. I purchased a package for Fear Free certification for up to 20 staff members. As I pressed the “complete purchase” button, I found myself asking “Can my practice really afford to invest in so many staff members becoming Fear Free?”
Veterinary Medical Center of Fort Mill showcases it’s commitment to Fear Free with its certificate wall. Posting the certificates motivates staff members to complete their certification before the deadline.
Our staff had four months to complete their certification. Embracing Fear Free requires change, and organizational change in veterinary practices can often be overwhelming and aggravating for staff members. I was prepared to have some resistance to this new method of patient handling as well as a few that would be reluctant to complete their certification by the deadline. However, my concern turned out to be short-lived. I was stunned to find a Fear Free completion certificate along with a thank you card on my desk three weeks after enrolling my staff in the program.
The thank you card expressed genuine appreciation for the investment in her development and how much she enjoyed the modules. I was so proud of our first Fear Free certified professional that I mounted her certificate on our treatment wall. Each week I received more and more certificates on my desk. It was so refreshing to overhear conversations about positive reinforcement, information learned in the modules, and stories about Fear Free victories already occurring in our practice. Not only did I see this impacting my staff while they are at work, but my Facebook feed was full of staff members posting about “loving their job” and sharing pictures and videos about their success with Fear Free.
I received the final Fear Free completion certificate on my desk six weeks before the deadline, without any oversight or badgering from myself or the practice managers. Fear Free has fueled our staff with purpose, reignited their passion for veterinary medicine, and left a resounding overall positive impact on our practice’s culture.
Dr. Reck examining a patient using Fear Free recommended methods (using an antislip mat, gentle approach handling, and no scary doctor coat)
Last week, I had the pleasure of attending a leadership development program with some of the country’s most progressive veterinary practice owners.During the first day of our program we spent several hours discussing the financial costs of a negative culture, disengaged staff, and high turnover. These problems increase cost and decrease potential revenue generation. Each practice owner had the opportunity to calculate the potential costs per day for their practice and share their reasoning with the group. Nearly every practice owner in the room calculated the possible cost/revenue loss to be several thousand dollars per day! This was sobering realization, and we continued to discuss this topic throughout the week. In a few months, it will be time to renew Fear Free certification for my large staff.
My initial decision to invest in Fear Free for my staff stemmed from a desire to deliver better veterinary care for pets, but my decision to invest in Fear Free renewal will be motivated by the immense benefits the program offers our staff and organizational culture. When I click that “complete purchase” button this fall, I will be asking an entirely different question—“Can my practice afford to not invest in renewing Fear Free?”
