Debbie Boone, BS, CVPM, explains how excellent hospitality makes clinic visits run more smoothly
Debbie Boone, BS, CVPM, consultant for 2 Manage Vets Consulting, LLC, told dvm360 in an interview how to use hospitality skills to enhance your own well-being. While at the 2023 American Veterinary Medical Association convention, Boone explained first what excellent hospitality looks like, and then how veterinary professionals can use those skills to improve in-office visits with clients and patients.
The following is a partial transcript of the video.
Debbie Boone, BS, CVPM: Excellent hospitality is making people feel welcome, important, valuable, cared for. It's embracing them, not physically, but mentally, virtually, so that they feel like they are a part of your family. In a veterinary hospital, it's important that we collaborate with our clients. And rather than dictate to our clients, I want them to feel the hospitality of collaboration.
One of the challenges now of veterinary medicine is we have some very difficult clients coming in quite often. And this is exacerbated by the pandemic. But the truth of the matter is, we've always had difficult clients because it's a highly emotional visit. But what we can do in learning hospitality skills is we can manage those visits better, and we can have fewer of those upset client visits. And so our personal well being improves because we're not being abused verbally by people who are upset. But we also work better as a team. We have collaboration among ourselves. We can learn to give each other grace when we make a mistake, we can make it a safe place to be, and that makes it a great team and a great place to work.
Watch the full interview on Medical World News™.