Battle of Thermopylae
- Is there a constant battle between your departments?
- Is it the technicians vs. the receptionists?
- Or maybe the receptionist vs. the doctors?
- Surgery vs ICU?
The grass isn’t always greener. Just because you are up to your elbows in blood, guts, and other lovely substances in the treatment area, doesn’t mean that the front staff is lounging back sipping on martinis. And just because the technicians appear to “not be doing anything” doesn’t mean that they aren’t doing anything.
Battle of Thermopylae
- Is there a constant battle between your departments?
- Is it the technicians vs. the receptionists?
- Or maybe the receptionist vs. the doctors?
- Surgery vs ICU?
The grass isn’t always greener. Just because you are up to your elbows in blood, guts, and other lovely substances in the treatment area, doesn’t mean that the front staff is lounging back sipping on martinis. And just because the technicians appear to “not be doing anything” doesn’t mean that they aren’t doing anything.
- It is very easy to make assumptions about other positions in your hospital. Never judge a person until you’ve walked a mile in their shoes.
- If you have the staff and the opportunity it can be beyond beneficial to flip their positions occasionally from front to back; one at a time of course.
- Train a technician one day as a receptionist and a receptionist as a technician.
- It really helps to get a better understanding of what the other person experiences throughout their day.
- What is it like to deal with a nasty cat? Which would you rather? A nasty cat or a nasty owner? I choose the cat.
- It must be extremely upsetting to have to ask a client for payment for a euthanasia when they are sobbing. Alternatively it can be extremely upsetting to be in the room with the patient and their family for the euthanasia. Which would you rather? Ask for the payment in the midst of tears, or be there to comfort a family when they are going through with one of the hardest decisions regarding their pet? I choose the room.
- Have you ever had to look for a patient’s chart until you pulled all of your hair out? Technicians, receptionist, and doctors all suffer this same frustration.
- Have you ever gone back into treatment and seen technicians “just standing around”? They are trained for emergencies so even if you don’t see a patient, they are likely prepping for surgery, getting ready to take radiographs, or waiting for an emergency patient that is en route.
Everyone has a great range of skills which are specialized for each position in each department. Without each of these individuals from the front staff, to the technicians, to the doctors, lab and pharmacy technicians, all the way through to the kennel staff, the hospital could not function. Remember, you can be recognized for your talents and have great success at what you do and although we all try, no one can be good at everything.
Comments
In my hospital we have
In my hospital we have minimal issues at this point, I think because we have gotten rid of the problem employees with thorn-like personalities. However, if there is any friction at all it is between the receptionists and techs. One thing I do as part of the end of day checklists, is require the techs to check with the receptionists to see if they need help, and vice versa. My rule is that no one leaves until EVERYONE is done (unless told otherwise by a doctor or supervisor)
In my hospital we have
In my hospital we have minimal issues at this point, I think because we have gotten rid of the problem employees with thorn-like personalities. However, if there is any friction at all it is between the receptionists and techs. One thing I do as part of the end of day checklists, is require the techs to check with the receptionists to see if they need help, and vice versa. My rule is that no one leaves until EVERYONE is done (unless told otherwise by a doctor or supervisor)
We tried that as well, but
We tried that as well, but from a financial standpoint it was too costly to keep everyone on until closing time. Why did you have receptionist/tech issues?
We tried that as well, but
We tried that as well, but from a financial standpoint it was too costly to keep everyone on until closing time. Why did you have receptionist/tech issues?
I think it is, as usual, a
I think it is, as usual, a matter of not truly understanding the intricacies and particular challenges of the job in question. People are most consumed with their own particular job responsibilities and easily criticize when they believe someone else is not holding up their end, right or wrong. As you suggested, I have pondered the idea of having staff switch roles long enough to get the “walking in someone else’s shoes” idea, but have not attempted this so far (likely to carry it’s own problems, such as lack of skills for the particular job).I do have new technical personnel spend a week with the receptionists so they can function as a fill in front desk person, but after a period of time they seem to “forget” how challenging the role of the front desk person is (I think it is the toughest job in the hospital, but I spent the first year of my veterinary career at the front desk). I have not done the reverse and trained any receptionists in the back. However, having a receptionist shadow a tech for a day or two may be a more realistic option. My staff actually does get along quite well, partly due to the fact that there are no overbearing personalities (with the exception of mine perhaps!) which I have found is a key factor to ferret out when interviewing.
I think it is, as usual, a
I think it is, as usual, a matter of not truly understanding the intricacies and particular challenges of the job in question. People are most consumed with their own particular job responsibilities and easily criticize when they believe someone else is not holding up their end, right or wrong. As you suggested, I have pondered the idea of having staff switch roles long enough to get the “walking in someone else’s shoes” idea, but have not attempted this so far (likely to carry it’s own problems, such as lack of skills for the particular job).I do have new technical personnel spend a week with the receptionists so they can function as a fill in front desk person, but after a period of time they seem to “forget” how challenging the role of the front desk person is (I think it is the toughest job in the hospital, but I spent the first year of my veterinary career at the front desk). I have not done the reverse and trained any receptionists in the back. However, having a receptionist shadow a tech for a day or two may be a more realistic option. My staff actually does get along quite well, partly due to the fact that there are no overbearing personalities (with the exception of mine perhaps!) which I have found is a key factor to ferret out when interviewing.
I agree the front staff is a
I agree the front staff is a complete reflection of the entire clinic and with that a very difficult job indeed. We would also do staff shadowing so as not to throw a wrench in the works and have someone disturb the flow of the day. Even listening to someone answering phones, fielding calls from distraught owners to disgruntled ones can be helpful.
I agree the front staff is a
I agree the front staff is a complete reflection of the entire clinic and with that a very difficult job indeed. We would also do staff shadowing so as not to throw a wrench in the works and have someone disturb the flow of the day. Even listening to someone answering phones, fielding calls from distraught owners to disgruntled ones can be helpful.