As a receptionist or client care team member, it might feel that you are a step away from the actual clinical outcomes of the patients in the care of the practice. After all, you are involved with the client relationship side and the medicine and surgery take place physically away from your desk.
However, you do have an influence on the patients in the care of the clinical team. It might not be obvious, but the way the wider team functions can impact the clinical outcomes. Things like
rudeness or subtle acts of thoughtlessness can negatively impact on the way colleagues carry out
their work.
Research tells us that such uncivil behaviours can reduce the performance of the direct recipient and of those around them, reducing their cognitive capacity and increasing the likelihood of clinical errors.
In this talk, Ruth explores how all members of the veterinary team, whatever their role in the
practice, can create a working atmosphere that promotes the ability of colleagues to feel heard, able to be themselves, and able to speak up if they see problems.
Ruth also explores how you, as an individual, can respond if you are witness to, or victim of, incivility in the workplace. Effective team communication is important for both the psychological safety of colleagues and the physical safety of the animal in our care.
