5 Steps for easing the care transition from curbside to inside

To adjust to the new normal brought about by the COVID-19 pandemic, many veterinary practices adopted telemedicine and curbside service. Now that states are beginning to allow businesses to reopen, deciding whether to welcome clients back into the clinic will require careful consideration and planning, said Mary Lopez, MSOL, hospital and area manager at National Veterinary Associates, in Boise, Idaho.

“We don’t know what is going to happen and when we can return to normal,” she told her audience at the Fetch dvm360^® Conference in San Diego, adding that “it is going to be a little bit different than pre COVID-19.” Lopez broke down the transition into the following steps, which every clinic should follow.

1. Define and align your work culture

Organizations tend to skip this step, Lopez pointed out, but making sure that your practice is ready to change is key to initiating the process. “Think about your team,” she advised. Are they “feeling burned out? Have you introduced too many changes recently?” If so, it “may not be the time to transition.” On the other hand, if everyone is “feeling efficient and asking to open the clinic doors” and doctors “want those client relationships back that is when you start having those conversations.”

Nevertheless, broaching the subject won’t be easy because some—if not all—team members will be concerned about a higher risk of exposure to SARS-CoV-2. The onus will be on leaders to make it clear to their team that they value employees, are actively listening to them, and consider their health and safety the top priority. If they do that, it lets people “know that we aren’t here to make more money” but rather are here “because we care about them and want to make sure that this decision is a team effort.”

2. Formulate a plan

Once you and your team have agreed to transition, the next step is to devise a plan that will best suit your needs. Each practice will have different barriers and hurdles, such as clinic size and support staff. Lopez recommends asking staff about the transition model—fully open or hybrid—that would be most effective for the facility.

Hybrid model

This model allows 1 client at a time into the building for pet appointments only; medication and food would still be picked up at the curb. Lopez noted that although clients would be able to choose curbside services at check-in, the lobby would remain closed, and clients will stay curbside to check-in for their appointment only. In addition, clients would be able to enter the building only if they wore masks, sanitized their hands, and maintained social distancing.

Fully open model

This model grants clients restricted access: eg, only 1 (masked) person per appointment would be allowed inside. Additionally, the receptionist or customer service representative would escort clients to exam rooms to prevent the lobby from becoming crowded. But what works for one establishment “may not work for yours,” Lopez admitted, adding that “maybe your team has different preferences and concerns.” The important thing is that everyone understands that the plan is put in place to guarantee that what is in everyone’s best interest is what takes place.

3. Craft a clear communication strategy

Because clients have grown accustomed to curbside care, it is important to be mindful of those individuals who will want to come in for their pets’ appointments but who will nevertheless feel anxious. Lopez recommends informing everyone of the operational change by:

• Sending emails announcing that clients will be allowed to enter the building and under what restrictions
• Sharing posts, banners, and/or photos on social media that make the new policy clear
• Updating signage (including posters and flyers) and your website
• Revising your online booking message

“Communication is so important,” Lopez stressed. “You shouldn’t…communicate [only] once you’re ready to make the transition; instead, continue to communicate at least quarterly to let them know if anything—or nothing—has changed at your practice…I recommend creating scripts for your team to help them effectively communicate with clients during the frustrating conversations that can arise.”

4. Enforce the plan

When it’s time to implement the plan, practice leaders must support it since these individuals are responsible for identifying who, what, where, and when each step of the change will take place.² To initiate the transition, Lopez recommends creating a workflow chart that specifies the responsibilities of everyone on staff (veterinarians, technicians, customer service personnel, etc.) and devising talking points to use with clients.

5. Measure and analyze the process

Finally, Lopez reminded the audience that modifications and adjustments will need to be made and suggested using the morning or weekly meetings to ask for feedback and address setbacks. In closing, she said: “Your team’s input is so important because we, as leaders, don’t always know what our staff is facing. It’s always best to hear from the ones on the frontlines.”

References

1. Mervosh S, Lee JC, Gamio L, Popovich N. See which states are reopening and which are still shut down. New York Times. Month day, 2020.
2. 6 Steps Towards Implementing Change in an Organization. CMOE. Published November 27, 2018. https://cmoe.com/blog/six-steps-to-change-in-organ