Inside AAHA: November 2020

View from the Board

The Human Side of Technology

AS I LOOK THROUGH THIS TECHNOLOGY ISSUE of Trends, I continue to be amazed and excited about how far our industry has come. That being said, I feel we would be sorely remiss not to spend some time talking about an equally important side of technology: the people who purchase, implement, and operate this technology on a daily basis. That is you and me. In a recent Harvard Business Review article, the author highlighted the critical importance and the struggles of achieving a balance between maximizing our use of technology and supporting the human needs of our teams. No matter our role, whether newly hired assistant or CEO of multiple hospitals, we all constantly alternate between leading and supporting our teams in achieving this balance.

While this task is difficult enough in normal times, it can become particularly challenging during times of stress, and, by any measure, 2020 has been tough. Even though many hospitals have dodged financial difficulty, for many of us as individuals, the stresses brought on by the pandemic both in the workplace and at home have often been overwhelming. During times like this, sound leadership and effective support require conscious thought. Unfortunately, in times of stress, we are much more likely to respond quickly and subconsciously. It is how our brains have been programmed since prehistoric times, when survival meant responding fast and without conscious regard, because if we didn’t run, we were eaten by the bear!

As we work together during these stressful times, our prehistoric brains often cause us to respond with quick fixes or freeze and not respond at all. We often feel we need to have answers when the honest answer is that we actually don’t have answers yet. While our brains are in “retreat and save yourself” mode, we need to press the override button to be present to those who need us most as we support our teams through these challenging times and begin to move forward. Remembering that they too are in fight-or-flight mode, it is vital to communicate and listen more frequently, more honestly, and more empathetically if we are to achieve success. New technology, to an already-overwhelmed workforce, might be the metaphorical straw that breaks the camel’s back. It is not just a new thing that may make their lives ultimately easier and business better in the long run, it is also one more cognitive demand that can feel like too much to an overwhelmed system.

So as you implement new technology, don’t forget the equally important other half of the equation, your team. When you lead and support thoughtfully, constructively, honestly, and with empathy, you will see success in not only surviving current crises but also the implementation of new technology even in, and sometimes especially during, the toughest of times.

Dermot Jevens, DVM, MVB, DACVS, is secretary/treasurer on the AAHA Board of Directors.

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Accredited Practice of the Year Finalist Trivia

Here’s a little trivia about the 2020 AAHA-Accredited Practice of the Year Award finalists. Match the letter to the question number. We encourage you to visit these exceptional practices’ websites to learn more about them. Find the answers at the end of Inside AAHA!

1. Which practice was founded by the veterinarian who also founded MWI Veterinary Supply?	A. Loyal Companions Animal Hospital (Chicago, Illinois)
2. Which practice has completely separate dog and cat entrances, exam rooms, and special areas?	B. Tender Care Veterinary Center (Falcon, Colorado)
3. Which practice treats an Instagram celebrity cat patient named Otitis?	C. Idaho Veterinary Hospital (Nampa, Idaho)
4. Which practice is a veteran-owned business in which many of the employees are current military spouses or veterans themselves?	D. Manheim Pike Veterinary Hospital (Lancaster, Pennsylvania)
5. Which practice recently built a coffee shop–style breakroom for its team members with many different seating areas and a gorgeous mural of Lake Tahoe?	E. Madison Veterinary Specialists (Madison, Wisconsin)

 

Extra credit: Which one of these practices is the 2020 Accredited Practice of the Year?

Learn more about the award and start prepping your 2021 application at aaha.org/awards.

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Diversity, Equity, and Inclusion Session Kicked Off Connexity 2020

Recent events in the US have driven home the fact that we have more work to do in understanding issues of race, sexuality, and other minority intersections. To kick off Connexity, AAHA’s Diversity, Equity, and Inclusion Committee hosted a lively panel discussion, which touched on what it means to have a “diverse” veterinary practice in 2020 and beyond.

Missed It at Connexity?

You can access the workshop on demand at aaha.org/connexity to catch up on this important dialogue about how diversity, equity, and inclusion can affect bottom lines, improve staff engagement and retention, and produce creative solutions to other practice challenges.

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2020 AAHA-Accredited Hospital Day Recap: 5 Ideas to Steal Next Year

Despite the COVID-19 pandemic, the AAHA community showed its pride on July 22 for AAHA-Accredited Hospital Day with many reminders of the value and meaning of accreditation. Here were some of the top ways to celebrate in 2020.

1. Socially distanced, drive-up tent celebrations and curbside giveaways
2. Cookies printed with the AAHA logo
3.  Cold treats—such as shaved ices—for humans (and meat-broth pupsicles for dogs!)
4. Trivia contests raising awareness of accreditation
5. Goodie bags with promotional gifts from product representatives

See the celebrations at aaha.org/aahaday2020.

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Dear AAHA

Dear AAHA,

Can mobile practices achieve AAHA accreditation?

—Wheels in Wisconsin

Dear Wheels in Wisconsin,

Yes! We suggest mobile practices pay special attention to the Examination Facilities and Surgery sections of the AAHA Standards of Accreditation. These are the hardest areas to meet because exam rooms are sometimes nonexistent or multipurpose rooms in mobile clinics, which can make it harder to answer “yes” to many of the standards in the Examination Facilities section.

For surgery, many mobile practices struggle with the mandatory standards for having a separate surgical suite to be used only for aseptic procedures. If mobile practices can find ways to meet these requirements, then accreditation is achievable.

—AAHA’s Member Experience Team

Have a question you’d like AAHA to answer? Email us at [email protected].

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AAHA Meetings and Events

AAHA is closely monitoring developments related to COVID-19 and we will continue to follow recommended public health guidelines leading up to all scheduled AAHA events.

Veterinary Management Institute Virtual | November 19–21	VMX (booth 813 in Orlando, Florida, and virtually)
AAHA Guide to Safeguarding Controlled Substances available from AAHA Press! December 14

 

Register for a learning program and learn more about AAHA’s upcoming events.

Trivia answers: 1. C | 2. A | 3. D | 4. B | 5 E. | Extra credit: D

Photo credits: Photos courtesy of Dundee Animal Hospital, Idaho Veterinary Hospital, Skaer Veterinary Clinic, Community Animal Clinic, Double J Animal Hospital, and Scott County Animal Hospital