One of the most important parts of running a great veterinary practice is having excellent communication. This is actually harder than you might think at first. Communicating with people who work for you can prove difficult enough, but then add owners of pets who are already feeling a bit nervous and irrational about their sick, beloved animal and then add the animals themselves, who can’t tell you what is wrong and don’t speak (much of, at least) our language. So things can get tricky, very quickly in all facets of a veterinarians job.
However, like a medical doctor for human beings, people rely on and trust veterinarians with their pets and parts of themselves that are very near and dear to them. They need the reliability and comfort of their local veterinary hospital and when they (and their pets) receive good treatment on both a medical and personal level, they will often become regulars for the life of their animal. Much of this satisfaction of treatment comes down to how they are communicated with, both in the simplest terms by the veterinarian and hospital staff about what is wrong with their pet and how to make it right.
Those who are not communicated with in an appropriate way, will usually not return, as well as possibly dissuade others from returning. Thanks to the internet and Yelp, among other websites, there are powerful forums to share bad experiences at all types of businesses and veterinary hospitals are often reviewed in this way. Then again, it’s always important to take these reviews with a grain of salt-people whose animals may have passed due to reasons that were out of the veterinarian or their staff’s control, prompting a grief-fueled bad review or online tirade.
Still, the more comfortable the owners of the animals feel every time they visit is key to the success of the veterinary practice and the quality of care in general. There should be a naturally friendly vibe, a clear love for all the animals that come in and a direct but friendly instruction to the owner on what exactly is happening with their animal. If that is consistent amongst the vets and the staff, then the veterinary clinic will not only be considered a great facility but also a happier place to work. Of course, you will always have someone who has a problem with this system on occasion, but don’t let them dissuade you from doing what you know is best for the animals and your vet business.