| VEG Culture | Hospital Flow | Little Bit Of Everything.. | Vetspire | Act It Out/ Scenarios |
|---|---|---|---|---|
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"Helping people and their pets when they need it most."
What is our Mission?
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Doctors!
Who is responsible for all medical based phone calls and telephone triage?
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Support Linc
Flyer in your breakroom or ask your PM or MD
What is the Employee Assistance Program that VEG offers? Where can you find this information?
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Self check in
What feature do we use to pre-register customers before coming in?
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-Ask how they're doing
-Offer to cover/swap a shift so they can have an extra day off to recover. - Ask them if they want to take a break/ take a nap. -Offer to take over a case -If you are really worried, reach out to your practice manager to express your concern.
You notice your coworker that's been having a rough week. They've been staying late a lot this week, had been through some difficult cases and seem to be dragging. What can you do?
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Armadillo!
VEG Code word for "this is gossip and negative and we all agreed to avoid gossip and negativity for everyone's benefit"
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-Survey!
-Lets us know where we stand, how are we doing?
What do we offer a client before they check out? Why is this beneficial for us?
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Grey - completed
Green - Scheduled Yellow - Due Red - Overdue
What are the 4 color codes on Instinct stand for?
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Teletails
With our current times, what feature allows customers to video chat with our staff?
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Explain to the Owner they need to step back so you can get into the cage.
Let them know you know what the problem is and you need to address the heart first before you are able to move the patient.
A critical HBC is admitted with a luxated hip and the owners (who are anxious and demanding) would like to spend the night. Every time you go in to perform treatments, the client is over your shoulder and challenging everything you do. While resting, the patient stretches its hind legs, yowls out in pain, and goes into V-tach. The owner dives into the cage and insists we need to move the pet around to make it more comfortable but you need to address the patient. How do you handle the client while promptly taking care of your patient?
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1. Less stressful for pets
2. Clients feel at ease when they aren't waiting in the lobby without seeing their pet 3. An opportunity to teach the clients 4. Clients can visualize the quality of the care their pet receives first hand.
What are some benefits of an "Open Hospital" setting?
(4) |
-We greet, introduce ourselves and escort to treatment
-Get a weight if patient is not critical and take to furthest table if possible. -Technicians meet at the table and introduce themselves to triage. -Doctor to obtain history.
What is the process we go through when a client first enters the hospital?
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1. One person awake at all times
2. Keep bedding out of sight 3.Clean up after yourself 4. Be generous and kind to your coworkers 5. Make sure someone knows, coordinate 6.Set an alarm 7.Be able to wake up quick and be alert
Sleeping at VEG is a luxury, but there are rules to follow. What are these rules?
(7 answers, answer at least 4. 2 points for each additional answer) |
Text card connect
When checking out a customer, what feature do we have that allows the customers to pay from outside our hospital?
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Ultrasound
Alcohol Catheter needle Sterile gloves for doctor Clippers Extension sets 3 way stop cock Beaker
A cat comes in for severe effort breathing, doctor believes there's fluid in the chest. Quickly grab supplies that you need to perform a chest tap.
(Not all of you might know what to grab, Communicate!) |
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1.VEG is the obvious place to take your pet in the state of an emergency.
2.They choose to come to us because they know VEG will treat them and their pets the way they want to be treated. 3. We are the obvious choice for GPs to refer 4.Employees want to brag to their friends!
What is our Vision? (4 Answers)
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1. Cleaning up after every patient
2. Make sure all your exam tables are stocked 3.Create small talk with owner 4. Take temperature last 5.Can divide and conquer
List 4 ways you can make triaging easier for everyone.
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1.Emergency Blood Testing Supplies
2.Oxygen Flow by 3.Doppler 4.Pulse Ox 5.Fluids 6.Ultrasound
What are some things you might need for a crashing patient that is not necessarily found in the crash cart
(We went over 6, name at least 5) |
Names, phone number, email, rDVM
What is important information to have before the client leaves the building?
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Same way you would if there weren't any clients in the treatment area!
Alert your staff loud and clear by saying, "CODE". Bring patient out to a table. Someone grabs the doctor. Someone else grabs the crash cart. Proceed with emergency life saving measures.
You have a critical patient that you have been monitoring all night. There are triage's and clients in treatment but you are still able to check in on the patient as much as possible. You go back to check and realize the patient is no longer breathing. How do you proceed with clients in the treatment area?
(Pretend "Dillo" is a small dog, GO!) |
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1. All we do is Emergency.
2. You can call and speak with a doctor 3. You will see a doctor right away 4. We'll keep you and your pet together 5. We'll sit on the floor 6. We'll find a way to say yes 7. We'll get your records to your vet on time
What are the 7 Spikes we follow? (In Order for 5 extra points)
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1. Panting Cat
2. Retching German Shepherd with a distended abdomen 3. Blocked Cat 4. Limping dog that was hit by a car 5. A post op splenectomy and pexy Bernese from a popular rDVM.
It's 6pm and the hospital just opened. All of a sudden the hospital is slammed with patients being transferred or referred over by rDVMs that are closing for the day and people who just got home from work. How do you effectively triage the following patients?
-A post op splenectomy and pexy Bernese from a popular rDVM. -Panting cat. -Retching German Shepherd with a distended abdomen. -Limping dog that was hit by a car -Excessively vocalizing cat who's been in and out of the litter box all day. |
Personal:
Bottled up emotions, sadness/apathy, inability to enjoy activities, isolation, difficulty to concentrate, mentally and physically tired, excessive complaints about your job, lack of self care, Compulsive behaviors Hospital: High rate of call outs, changes in relationships, inability to work together, staff challenging/breaking policy, Staff not completing tasks, reluctance to help, Negative towards management, lost faith/lack of vision for future and improvement.
Personal compassion fatigue vs. Hospital compassion fatigue
(Name 5 of each) |
Push to cubex
Instead of manually entering the information into our cubex, what feature allows you to send the information directly?
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Congratulations! You've survived Rosie from the White Plains location!
Nominate one person from your team to answer the next phone call. Handle the phone call the VEG way.
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