COVID-19 Best Practices for Veterinary Oncologists & Clinics
At Torigen, we understand that veterinary clinics are experiencing a phenomenally high demand. As essential workers, we want to thank you. We recognize that working in a COVID world is both mentally and physically draining. Interacting with clients who are just as frustrated as you are and in the face of pressure aren’t their normal selves only makes you feel overwhelmed by world circumstances that are out of your control.
We hear you!
Staying Calm
As time goes on, we are all becoming more frustrated with living and working in a COVID world. We are all in one way or another, losing our patience. How do you stay calm when exasperated clients lose their temper? But more importantly, how do you prevent clients from having this kind of reaction?
Dr. Richard Freedman, a veterinarian at Albemarle Veterinary Health Center in Charlottesville VA, told us about some of the strategies his practice is using to deal with COVID. He told us :
“ Well the first thing I try to always remind staff to do, because I always do it, is to always thank people for coming. I think it opens up some avenues of warmth Be grateful that we have a place to come to every day, and that we like doing what we do.”
Since a typical visit will take a while longer than normal, doing your best to establish a connection with clients may help to defuse what may be for them, a stressful situation. Another thing that the Albemarle Veterinary Health Care Center is doing is offering drop offs, which Dr. Freedman says, “ defuses some of the angst”.
Offering pet owners something to do is also a great way to also reduce some “ stress” for clients. Here is a crossword puzzle you can offer waiting clients of famous pets from movies and tv shows and a canine fun fact sheet! You could make a scavenger hunt based on your clinic, decorate for Fall, or transition to have some of the pamphlets that normally are inside of your clinic outside in the parking lot. We are currently taking photos of clients pets dressed in Halloween costumes.
Although you know your own clinic’s COVID-19 protocol like the back of your hand, your clients probably don’t. Explaining that veterinary practices around the country are seeing more pets than before COVID-19 and how that will affect your client will better allow them to understand the challenges facing you today. Giving clients as much information as possible even before coming to your clinic is going to reduce their stress because they’ll know what to expect.
When reflecting about how busy his own practice has been, Dr. Freedman says :
“And yes, there are flashes of frustration. I would say that honestly, they're more mine than the client’s at times.. It's me saying “. I need more help with getting my usual work done when I’m standing in front of the client. “ I want more social contact.
Connecting with Pet Owners
Most specialty clinics are seeing a backlog of appointments, some pet owners are looking at 6 - 8 weeks just to see an oncologist. This means that understanding your referral availability is a must. At Torigen, we have a team of scientists, researchers, and veterinary oncologists available for difficult conversations about what options are available to your clinic and patients who are diagnosed with cancer.
One of the ways that Dr. Freedman is striving to connect with clients is by going out to the curbside to talk to clients. He said :
“ Sometimes I’ll go out and get a patient’s history with a staff member. It's less efficient, in some ways, but again, I want people to remember one, that the doctors are actually in the building, doing what you want us to do.”
We know that telling a client that their pet has cancer is difficult. In a COVID world, connecting with pet owners is harder than ever before. Many of us have been adapting to these circumstances by connecting with our coworkers, friends, and families virtually. Using platforms like Zoom, GoogleMeet, and Facetime for these difficult conversations may be a good way to connect with pet owners.
When Dr. Freedman talked about how he is dealing with the strain, he told us :
“ I had a dog the other day that has lymphoma, and the owner’s husband died from pancreatic cancer and I watched it.. It was horrible. I already knew what her answer was going to be about chemo. I wasn't going to have that conversation in a phone call. “
Even though we are able to connect with one another via a variety of technology, sometimes it’s just not the same. For cases like these, allowing clients into the clinic may be the best option.
Boosting Team Morale
When your job requires you to take care of the needs of your patients before your own, it can be difficult to find time to take care of yourself both mentally and physically. Essential workers are burned out. Staying positive during such uncertain times is nearly impossible, but we here at Torigen want to thank you for everything that you do for our pets.
Dr. Freedman told us about some of the things his clinic was doing in an effort to boost the team morale and said :
“We have staff lunches: There have been a couple of recreational outings, of course with social distancing , involving para-professional staff. They went bowling, they went tubing when the weather was warm in the summer. And I think it's more important for them to have each other than for me and my associates to be involved in that. And then we talk about what is happening with Covid at morning rounds every morning. Sometimes we don't have much to say just to check in and make sure we're openly communicating o amongst our team..”
Although staff may not be able to have team outings like bowling due to COVID restrictions, checking in with another is a great way to strengthen your team.
One thing that Dr. Freedman wants to tell pet owners is :
“ Be patient and understanding. And know that we're going to do whatever we have to do to help you, but it may take longer than expected. “