Veterinary Health Care Team Members

CHAPTER 1


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Veterinary Health Care Team Members



Learning Objectives


Mastery of the content in this chapter will enable the reader to:


• Define various positions within a veterinary practice.


• Identify courses of study to enhance the education of each position.



Key Terms



The veterinary practice can be a highly structured environment that provides an excellent career for all team members. The goal of every practice should be to provide excellent medical care to patients and outstanding customer service to clients while providing a workplace that is friendly, efficient, and safe. Each team member contributes to the success of the practice. Veterinarians are responsible for providing the guidelines of medical care, and assistants and technicians are responsible for following these guidelines to provide excellent care.


In-hospital patients receive care from all team members—from kennel assistants to veterinarians—and all team members are responsible for ensuring patient safety and comfort. Patients can never be left in feces and urine; they must always have access to water and food when allowed and be hospitalized in a warm, comfortable environment. Team members share responsibilities for these hospitalized patients, and all must take initiative to provide the best care, whatever their positions are in the practice (Figure 1-1). Any team member who sees a patient in a dirty cage must clean it immediately.


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FIGURE 1-1 Two assistants discuss a case.

Outpatients include those that visit the practice for examinations, vaccinations, lab work, or services that do not require hospitalization. In general, one technician and one veterinarian provide service to these clients, and it is their responsibility to ensure the client receives the necessary services in a timely and professional manner. Medications, client instructions, and handouts should be supplied to the client when needed. Clients are often overwhelmed with information they obtain while at a veterinary hospital; therefore client handouts are pertinent for excellent customer service.


Clients are turning to the Internet more than ever to educate themselves about veterinary disease, products, and procedures. The Internet has a vast amount of information, but not all of it is correct. Veterinary practices must provide accurate and supplemental information to clients who have questions. The Internet should not be looked at negatively, but incorporated appropriately as a means to educate clients. Once clients find new information on products and procedures, they should be encouraged to contact the practice with questions. Team members can use this opportunity to strengthen the client-patient-practice relationship.


Clients expect excellent customer service from veterinary practices. It can take weeks to receive laboratory results in human medicine, and many times the physician never calls the patient with results. In veterinary medicine, clients expect veterinarians to call the following day with results and often are upset if the results are not available sooner. Many opinion polls conducted in the past have placed veterinarians higher than physicians when respondents were asked to rank professions and the value they place on each. Some individuals value their veterinarians more than their physicians because the level of care they receive from their veterinary practice far exceeds the care they receive from their own physicians.


Team members have rights and responsibilities in practices, including a safe work environment. Practices cannot be completely hazard free. Dogs and cats will bite, but practices can ensure that the proper equipment to prevent those hazards from occurring is available. Team members must use proper equipment when needed, and all should receive proper training on when and how to use personal protective equipment. A safe work environment can lead to a fun, interactive workplace that results in a satisfying career.


A key ingredient to teamwork is open and honest communication among employees, managers, and owners. The second ingredient to a successful team is developing and embracing respect for one another. When teamwork is evident, clients notice and recommend the friendly, honest, genuine service that a veterinary practice can provide.


The veterinary health care team involves all members of the staff. Each person plays a significant role in a successful practice. Roles and duties vary by practice and typically are defined in an employee manual. Team members working together as a group provide better patient and client care than those who work as individuals. Team members may include, but are not limited to, students, groomers, kennel assistants, veterinary assistants, credentialed veterinary technicians, veterinary technologists, receptionists, veterinarians, office managers, and practice managers. Many clinics also have specializations within each team member position. Having a team leader can significantly improve communication and accountability.


Larger practices may have a structured hierarchy, with each team member having a specific role in the practice. Technicians may be limited to hospitalized patients, surgical recovery, or laboratory, whereas others may be assigned to outpatient visits only. Smaller practices have assistants and technicians assigned to all areas of the practice at the same time. Each area requires special knowledge and education and must not be overlooked when completing duties in various areas of the practice.


Each new team member must become familiar with a number of topics in each practice. Because many practices use different products and equipment or perform procedures with different methods, a list of questions has been developed that each team member should be familiar with when starting a new position (Box 1-1).



Box 1-1   Common Questions for the New Team Member





STUDENTS


Students may function as observers or hold paid positions within a hospital. Many students must complete externships as part of a program. High school students can earn grades while completing a required number of hours at the job site, and veterinary assistant and technician students may fulfill hours required for their coursework. Students may be assigned tasks by the school that must be done before course completion, which aids in the training process. Task lists can be used as a guide for both the practice and the student.


Many veterinary schools have in-clinic prerequisites that must be completed before application and/or admission. Veterinary students can also complete an externship in a private practice to obtain more experience before graduating from a professional program.



GROOMERS


Groomers perform technical skills that they have acquired in order to care for patients and satisfy clients. This takes patience. They must take precautions to prevent injury to animals as well as themselves. Animals can become scared and aggressive while being groomed. Clippers are loud and tables can scare pets, causing them to become more aggressive than usual.


Several courses are available to learn how to groom; on-the-job training is also available. The National Dog Groomers Association works with groomers throughout the country to promote and encourage professionalism and education to maintain the image of the pet grooming profession. Their goal is to unite groomers through membership, promote communication with colleagues, set recognized grooming standards, and offer those seeking a higher level of professional recognition the opportunity to have their grooming skills certified. In some states licensure or certification is required.


At times, groomers are the first to recognize abnormalities that should be further investigated by a veterinarian. Abnormal anal glands, skin tags, masses, and ear infections are often detected by groomers while they care for pets. Owners appreciate and respect groomers’ opinions when these abnormalities are found and often follow up with a visit to a veterinary practice.


Groomers need to communicate clearly and professionally as a part of retaining clients. Many clients require extra time because they expect the best for their pets. Many times pets become uncooperative, producing a less than perfect cut; this can upset clients. Any grooming mistakes reflect on the groomers, who must be able to communicate well to handle dissatisfied clients.


Grooming can be an extremely satisfying career for many team members because results of an excellent job can be viewed immediately (Figure 1-2 and Box 1-2).



Box 1-2   Responsibilities of Groomers


Successful groomers must:



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FIGURE 1-2 Groomers play an important role in the veterinary practice.


KENNEL ASSISTANTS


Kennel assistants are critical to the health care team. Kennel assistants keep the patients clean and alert the team of any changes in patient status. Most kennel assistants receive on-the-job training, learning procedures and protocols while they gain proficiency.


Kennel assistants should become familiar with cleaning protocols as well as any harmful and potentially fatal cleaning products. Mixing cleaning chemicals should be against hospital policy because of the possibility of creating toxic fumes. Many team members are unfamiliar with chemical reactions that can cause harm to both employees and patients.


Kennel assistants should be trained to detect emergency situations that may occur while a patient is hospitalized, including anaphylactic shock and seizures. They must also receive education on the prevention of disease transmission. Many diseases can be transmitted by fomites (e.g., bowls, litter pans) that are not cleaned completely. Cages can also retain aerosolized droplets of disease organisms when not cleaned properly. Cages are considered to have seven sides: the front cage door (two sides) and the five sides of the interior of the cage. All sides should be cleaned with a safe disinfectant approved for killing viruses and fungi.


Kennel assistants must be able to interpret correct nutritional instructions, feed the correct diet and amount, and remove food from preoperative patients. Appropriate safety precautions should be taken when moving patients to another cage or when walking patients outdoors (Figure 1-3). This important team member reports any and all behavior and condition changes to the immediate patient supervisor (Box 1-3).



Box 1-3   Responsibilities of Kennel Assistants


Successful kennel assistants must:



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FIGURE 1-3 Kennel assistants use a leash and walk patients outdoors in safe, designated areas.


VETERINARY ASSISTANTS


Veterinary assistants are a strong asset to the team. Veterinary assistants may help a veterinary technician and/or veterinarian. They should excel at physical restraint, laboratory skills, patient care, and client relations (Box 1-4). Veterinary assistants often are key to clinics that excel in client satisfaction and patient care. Kennel assistants may report to a veterinary assistant, who in turn reports critical patient information to either a veterinary technician or veterinarian. Assistants can be trained on the job by veterinary technicians or practice managers or attend veterinary assistant classes. As the field of veterinary medicine grows, education opportunities available to team members increase as well. Programs are available at every level to help educate each staff member (Box 1-5).



Box 1-4   Responsibilities of Veterinary Assistants


Successful veterinary assistants must:




Box 1-5   Veterinary Assistant Programs





VETERINARY TECHNICIANS


Veterinary technicians are critical to the health care team. A credentialed technician is a graduate of a 2-year veterinary technology program approved by the American Veterinary Medical Association (AVMA). A technician must pass an examination given by the state and the Veterinary Technician National Examination Committee (VTNE) before receiving a license. Depending on the state, the



image What Would You Do/Not Do?


Sabrina, a veterinary assistant of 5 years, is interested in furthering her career by attending a credentialed program to receive her license. She has seen the tasks and procedures credentialed technicians at other practices can complete and wonders if she would be able to perform them in her practice. Her practice currently does not employ a credentialed technician, so her scope of the level of activities is limited. She also wonders if she would receive a pay raise for her schooling as well as the potential added responsibilities. She cannot decide if she should attend a campus or distance program.


What Should Sabrina Do?


Sabrina should first address her enthusiasm for the profession with the owner of the practice. The veterinarian may be unaware of how much a credentialed technician could help the practice. Sabrina should mention the tasks and procedures other credentialed technicians complete and how these skills benefit their practices. Sabrina can make a comparison with how credentialing could benefit their practice.


Second, Sabrina could ask about the possibility of promotion and added responsibilities, along with a potential raise in the future, if she completes her degree. If Sabrina receives satisfactory answers, she can decide if a distance or campus program would be best for her. Finances, location, and the scope of the program should all be considered.


graduate may be considered registered, certified, or licensed or may be called an animal health technologist. Credentialed technicians are allowed to perform certain duties under the direct supervision of a veterinarian (Figure 1-4). Direct supervision is defined as having a licensed veterinarian on premises and readily available while a veterinary technician completes certain duties. These duties vary from state to state; therefore each state veterinary practice act must be evaluated individually. Credentialed technicians may be required to attend continuing education to maintain licensure; states vary regarding the minimal number of credits required (Boxes 1-6 and 1-7).



Box 1-6   Continuing Education Requirements for Technicians

































































































































































STATE REQUIREMENTS
Alaska 10 hours per 2 years
Alabama 8 hours per 1 year
Arkansas 4 hours per 1 year
Arizona 10 hours per 2 years
California Not required
Colorado 16 hours per 2 years
Connecticut Not required
Delaware 12 hours per 2 years
Florida 15 hours per 2 years
Georgia 10 hours per 2 years
Hawaii Does not license
Idaho 14 hours per 2 years
Illinois 10 hours per 2 years
Indiana 16 hours per 2 years
Iowa 30 hours per 3 years
Kansas Not required
Kentucky 6 hours per year
Louisiana Not required
Maine Not required
Maryland 24 hours per 3 years
Massachusetts 12 hours per year
Michigan Not required
Minnesota 10 hours per 2 years
Mississippi 10 hours per year
Missouri 10 hours per year
Montana Does not license
North Carolina 12 hours per 2 years
North Dakota 8 hours per 2 years
Nebraska 16 hours per 2 years
New Hampshire 12 hours per year
New Jersey Does not license
New Mexico 8 hours per year
Nevada 5 hours per year
New York Not required
Ohio 10 hours per 2 years
Oklahoma 10 hours per year
Oregon 15 hours per 2 years
Pennsylvania 16 hours per 2 years
Rhode Island 12 hours per year
South Carolina 10 hours per 2 years
South Dakota 12 hours per 2 years
Tennessee 12 hours per year
Texas 5 hours per year
Utah Does not license
Virginia 6 hours per year
Vermont 6 hours per year
Washington Not required
Washington, DC Does not license
Wisconsin 15 hours per 2 years
West Virginia 8 hours per year
Wyoming 10 hours per 2 years

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Oct 1, 2016 | Posted by in EXOTIC, WILD, ZOO | Comments Off on Veterinary Health Care Team Members

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