How do you stop yourself getting irritated?

RE: How do you stop yourself getting irritated?

Mark Hedberg — Mon, 04 Jun 2018 13:15:20 GMT

[quote user="Julie Innes"]

See that's the thing! Although answering the phone often annoys me, when other people answer it and book things in at inappropriate times that annoys me even more! I don't want to see a dog that's been vomiting for 3 days at 5.50pm

[/quote]

Sometimes that's down to when the owner rings - i saw a dog friday PM that of course had been vomiting for a week - yes, they'd rung on friday afternoon.

RE: How do you stop yourself getting irritated?

Lucy Fleming — Mon, 04 Jun 2018 09:34:32 GMT

[quote user="Julie Innes"]I don't want to see a dog that's been vomiting for 3 days at 5.50pm[/quote]

Whyever not?

RE: How do you stop yourself getting irritated?

Julie Innes — Mon, 04 Jun 2018 08:46:02 GMT

RE: How do you stop yourself getting irritated?

Anthony Todd — Sun, 03 Jun 2018 19:13:03 GMT

[quote user="Lucy Fleming"]I know what you mean Julie, but with a bit of training you can get them to spot the 'hidden emergencies' fairly well. We had a list for a while of "things that sound innocent but really should be seen promptly" which was useful[/quote]

Never found that "bit of training" worked, even with me, and RVNs were the worst ,because they usually tried to diagnose the case over the phone, with a long involved phone consult. Numerous examples I could quote!

And the more trained the receptionist [or the vet] just the same chance of getting it so wrong.

Best advice: "Come straight down and we'll see you when we can" then assess in the waiting room!

RE: How do you stop yourself getting irritated?

Anthony Todd — Sun, 03 Jun 2018 17:51:27 GMT

Time to retell Andy K's [lovely, competent vet now in WA??] verbatim transcript of a phone-call as an emergency vet...

Client " my budgie's just fallen into the soup".

Andy [to me,] "you know, during a consult, one question sort of leads to another, so I said"

" what sort of soup was it?"

Client [slightly strangled voice], "mushroom".

RE: How do you stop yourself getting irritated?

Silvia Maldonado — Sun, 03 Jun 2018 10:49:32 GMT

[quote user="Utlendigur"]Press 35 if you would like an appointment to strip in the exam room to show the veterinarian (pick one):
1) your skin rash/sores that you think are caused by your pet,
2) your current surgery incisions to see whether they are healing
properly and whether or not the veterinarian thinks that the human surgeon did the surgery properly,
3) your old surgery/battle scars so you can boast what a tough
person you are and why your pet doesn't need pain meds for its
pending surgical procedure,
4) your skin lumps to see if the veterinarian thinks they need to be removed, and whether or not the veterinarian would be willing to remove them instead of going to your human doctor.[/quote]

I would specify that a client photo of both face and whole body should be sent along with this request

RE: How do you stop yourself getting irritated?

Silvia Maldonado — Sun, 03 Jun 2018 10:43:14 GMT

I read somewhere that during the anger, just in there, you cannot help being unreasonable, and it will take you at least a couple of minutes to stop all the chemical process involved, etc.

More practical, I try to be in the other person's shoes, but if that doesn't work, I ask myself "Will all this matter in 5 years time?" Most of the time the answer is no.

RE: How do you stop yourself getting irritated?

Julie Innes — Sat, 02 Jun 2018 23:04:33 GMT

Haha, I like that one!!

In all honesty I'm just being a bit of a drama llama (who me?!) I get irritated too easily! I feel the answer is for me to calm the heck down but im not very good at it

RE: How do you stop yourself getting irritated?

Utlendigur — Sat, 02 Jun 2018 14:32:41 GMT

[quote user="Evelyn Barbour-Hill"]Invest in one of those systems that gives the caller a range of buttons to press for different things[/quote]

Like this? (from Veterinary Humour)

Press 01 to schedule an appointment for your pet.

Press 02 to have your pet seen immediately.

Press 03 to speak directly to the veterinarian.

Press 04 to obtain the veterinarian's home telephone number.

Press 05 to tell a receptionist or technician your life history, as well as your pet's.

Press 06 to yell at a receptionist or technician.

Press 07 to yell at the veterinarian.

Press 08 to disagree with the veterinarian's diagnosis or treatment plan because you read something different on the Internet.

Press 09 to ask the same question 30 times just in case the answer might change.

Press 10 if you feel your pet's condition is more important than the emergency patient the veterinarian is currently seeing.

Press 11 if your pet's condition has persisted 6 months but has suddenly become an emergency and needs to seen this evening because you are going on vacation tomorrow.

Press 12 if your pet hasn't eaten in 10 days and you've only just become concerned.

Press 13 if you are angry because you declined all treatments and your pet is now declining rapidly.

Press 14 to determine if your pet's condition is serious enough to be seen immediately. If it is after midnight, our team of experts will be standing by to debate the issue with you for as long as it takes to agree it can wait until tomorrow.

Press 15 if your dog hasn't had a bowel movement in more than 8 days, you've only just become concerned, have no money and you just want free advice over the phone.

Press 16 to demand immediate treatment but would like us to hold your check until next month.

Press 17 if you would like to post date a previously post-dated check.

Press 18 if you need to bring in 10 unvaccinated puppies with vomiting and diarrhea and you'll only have $20 in your pocket.

Press 19 if you plan to arrive at our surgery facility in a new Jaguar XJS but can only pay for routine vaccinations at $5 a month.

Press 20 if you got a puppy from the shelter, it has come down with parvo, and you are extremely angry that no veterinarian will treat it for free.

Press 21 if you want to know if you can refer a friend who "rescues" elderly, sick pets from euthanasia and want to know if she will get a multi pet discount.

Press 22 if you still consider the cat you've owned for 10 years a stray because now it is sick.

Press 23 if you would like to euthanize a pet that you cannot afford to take care of.

Press 24 to find out our busiest times, so that you can ensure that when you show up without an appointment and demand to be seen, maximum chaos will ensue.

Press 25 if you are not a client but were referred by a "good friend" and you want to call the veterinarian at home in the early morning as she is trying to get ready for work and get her kid up for school as you can talk about your pet who has been seen by another veterinarian but is not getting better and you want to set up an appointment with her for a second opinion but first you want to know how much for an exam fee.

Press 26 if you would like to call the veterinarian at home after hours on his/her day off to discuss whether your pet's problem is worth bothering the veterinarian who is on call (at your normal practice).

Press 27 if you want us to trim the nails on your aggressive 100lb dog.

Press 28 if your reptilian pet has been living in an incredibly small tank in a cold dark room and has not eaten for 60 days, despite you having offered it several types of chocolate and potato chips.

Press 29 if your pet has removed its bandage because you took off the E-collar, even though we explicitly requested you leave it on.

Press 30 if you think people have been coming into your house at night and pulling out your cat's teeth (this happened!)

Press 31 if you think that your dog is suicidal. (True story.)

Press 32 if, even after three previous phone calls in which you were told that we are a Veterinary Hospital and DO NOT sell parrots, you still need clarification of the matter.

Press 33 if you are allergic to electricity and want all the electric equipment turned off while you are in the clinic. (seriously?)

Press 34 if you want to know what type of home medical care you need to give your dead rabbit when you pick it up.

Press 35 if you would like an appointment to strip in the exam room to show the veterinarian (pick one):
1) your skin rash/sores that you think are caused by your pet,
2) your current surgery incisions to see whether they are healing
properly and whether or not the veterinarian thinks that the human surgeon did the surgery properly,
3) your old surgery/battle scars so you can boast what a tough
person you are and why your pet doesn't need pain meds for its
pending surgical procedure,
4) your skin lumps to see if the veterinarian thinks they need to be removed, and whether or not the veterinarian would be willing to remove them instead of going to your human doctor.

Press 36 if your unspayed 10-year old dog has been in labor for over 2 days (when you suddenly realized she was pregnant), and you now suspect something's wrong.

Press 37 if your "rockwilder got the mange".

Press 38 if your 200lb Newfie has ingested 5 Hershey's kisses and you're worried he will die.

Press 39 if you've already given your kitten Tylenol and want to know if it was the right thing to do.

Press 40 if your dog was neutered 6 weeks ago and you are angry because the testicles were removed.

Press 41 if your dog got into your stash of pot but you don't want to admit it for fear of what we'll "think" of you.

Press 42 if you want your dog to be spayed but want the doctor to come to the house and crawl under the porch to do it because she will not come out.

Press 43 if "Cost isn't a concern!" because you don't intend on paying.

Press 45 if you're interested in having your cat "spaded".

RE: How do you stop yourself getting irritated?

Kate Richardson — Sat, 02 Jun 2018 14:28:47 GMT

[quote user="Clive Ansell"]

[quote user="Julie Innes"]I could admit the ops, but the nurses like to have nurse jobs to do, no-one likes answering the phone!![/quote]

I don't know whether this is being mean or not, but one could take the line that you are the boss, the vet, pay the wages and call the shots; whilst the other is a nurse, an employee, and does what they're asked too.

[/quote]

I agree with Clive, I would definitely have a discussion with your nurses. I suspect you want to keep them happy but I think you might be surprised at how much they want to keep you happy as well?

RE: How do you stop yourself getting irritated?

Evelyn Barbour-Hill — Sat, 02 Jun 2018 14:03:10 GMT

Invest in one of those systems that gives the caller a range of buttons to press for different things, then some ghastly "music", then "At Petties Vetties we are passionate about taking every care of your kittikins or poochy wooch. Our state of the art bog standard equipment was picked with you in mind. Did you know at Petties Vetties you can book up to three weeks in advance for your little friend's op without extra charge! " then more ghastly "music" then "Don't miss our special offers this month, twenty per cent off Doggo Luxury Pointlessfood, free soft toy with every dental, terms and conditions apply" then finally a ringing tone.Which rings ten times before anyone answers.

That should put off about 50% of the timewasters.

RE: How do you stop yourself getting irritated?

Clive Ansell — Sat, 02 Jun 2018 13:59:08 GMT

[quote user="Julie Innes"]I could admit the ops, but the nurses like to have nurse jobs to do, no-one likes answering the phone!![/quote]

RE: How do you stop yourself getting irritated?

Clive Ansell — Sat, 02 Jun 2018 13:54:33 GMT

[quote user="Julie Innes"]One nurse works 8.30-4, one does 9-5 and another 10.15-6.15[/quote]

Could the 0900 start one, just start at 0830 instead?

RE: How do you stop yourself getting irritated?

Gillian Mostyn — Sat, 02 Jun 2018 13:53:52 GMT

[quote user="Julie Innes"]One nurse works 8.30-4, one does 9-5 and another 10.15-6.15. [/quote]

We have a receptionist, 2 nurses (and me, obviously) starting at 8.30. (The other nurse does 11.30 to 7pm. ). And we're all kept busy! I have no idea how you manage with just the 2 of you...no wonder you get stressed! (However, I do start consulting at 8.30. It is always a popular time too!)

RE: How do you stop yourself getting irritated?

Edward Jones — Sat, 02 Jun 2018 13:33:38 GMT

My tactics for similar problems in a similar sized practice: 1) Use vetstoria for online booking. 2) Send wormer reminders by email so people are more likely to request product by email in return. 3) Use an answer phone with details of an emergency mobile on the message so you don't feel compelled to run to the phone every time it rings. 4) Change the ring tone to be as least irritating/quiet as possible. 5) Put up your prices so you're quieter and more profitable.

RE: How do you stop yourself getting irritated?

Julie Innes — Sat, 02 Jun 2018 13:10:48 GMT

I do have a nurse in at that time, but she is admitting the ops. One nurse works 8.30-4, one does 9-5 and another 10.15-6.15. It seems a bit daft to employ another just for that half hour! I could admit the ops, but the nurses like to have nurse jobs to do, no-one likes answering the phone!! So I just suck it up for 30 mins. Sometimes I think it is good for me to see what the lovely nurses put up with!!

RE: How do you stop yourself getting irritated?

Marie Kubiak — Sat, 02 Jun 2018 12:17:17 GMT

Could you find a nurse who wanted a few hours? I know of lots down here with kids that would love a part-time job that fit around school hours. That way one could admit, one could man the phones and they could swap as needed to avoid tolerance fatigue?

RE: How do you stop yourself getting irritated?

Lucy Fleming — Sat, 02 Jun 2018 11:44:40 GMT

[quote user="Julie Innes"]My only issue with receptionists is that they never seen to get it right! They book the potential foreign body in for the last appointment of the day and the nail clip in for the first . It's really hard to get someone who isn't "veterinary" to understand what should be seen when! Like, I had a client yesterday trying to book a 5 pm appointment at 8.35 for a cat that " just hadn't passed urine for 2 days but been trying" . Immediately I don't want to leave that until 5 pm, so I can explain to them why I want it seen earlier, even though that is inconvenient for them. It's difficult for a receptionist to make that call. So either they book it in for 5 pm or they do the " there's a woman on the phone.... " which irritates me just as much!! [/quote]

I know what you mean Julie, but with a bit of training you can get them to spot the 'hidden emergencies' fairly well. We had a list for a while of "things that sound innocent but really should be seen promptly" which was useful

RE: How do you stop yourself getting irritated?

Julie Innes — Sat, 02 Jun 2018 10:35:09 GMT

I live in hope, Joyce!!

My only issue with receptionists is that they never seen to get it right! They book the potential foreign body in for the last appointment of the day and the nail clip in for the first . It's really hard to get someone who isn't "veterinary" to understand what should be seen when! Like, I had a client yesterday trying to book a 5 pm appointment at 8.35 for a cat that " just hadn't passed urine for 2 days but been trying" . Immediately I don't want to leave that until 5 pm, so I can explain to them why I want it seen earlier, even though that is inconvenient for them. It's difficult for a receptionist to make that call. So either they book it in for 5 pm or they do the " there's a woman on the phone.... " which irritates me just as much!!

Ach, I'm an old crosspatch, I really am!! My latest irritation is things that migrate from where they are meant to live despite nobody having touched or moved them! I feel like I spend half my life looking for things that aren't where they should be! I am about to laminate labels that state what should be in every drawer! I'm not confident it will help.....

RE: How do you stop yourself getting irritated?

Joyce Whitehead — Sat, 02 Jun 2018 10:02:45 GMT

Not all us Scots like the single malt I’m afraid David, I can’t stand the stuff, give me a nice cold white wine or a gin any day!

And Julie I’d also say see if you can get a morning receptionist. We upped our staff levels A few years ago and it made life so much less stressful. And your hormonal teenagers will turn into lovely young adults before too long, which will also ease the strain.

RE: How do you stop yourself getting irritated?

David Mills — Fri, 01 Jun 2018 22:43:37 GMT

Echo others here.

Employ a receptionist for that half hour. A good one. Some are fantastically adept at putting off the time wasters in a way that doesn't upset them. I hate answering the phone, and looking at our hospital phone calls are one of the biggest staff timewasters, for various reasons.

Other than that, enjoy the wine. Although I'm shocked and amazed you don't mention single malt. Your family may well disown you knowing that.

RE: How do you stop yourself getting irritated?

Lucy Fleming — Fri, 01 Jun 2018 19:04:11 GMT

[quote user="Julie Innes"]

Sympathies, BEVS!

I went and did a combat class last night- what a great way to get rid of stress!! All that punching and kicking, and without getting arrested!!

[/quote]

Finding a way to legitimately hit people is the best. I play roller derby

RE: How do you stop yourself getting irritated?

Julie Innes — Fri, 01 Jun 2018 08:45:35 GMT

Sympathies, BEVS!

I went and did a combat class last night- what a great way to get rid of stress!! All that punching and kicking, and without getting arrested!!

RE: How do you stop yourself getting irritated?

bevs2251 — Fri, 01 Jun 2018 07:50:48 GMT

Wine-o-clock almost here . Also irritating, young vet out 3 years missing obvious diagnoses such as tooth root abscess/retrobulbar abscess to explain prolapsed 3rd eyelid (no mention of any oral exam on 12 year old Ragdoll !). Treated as conjunctivitis. Recheck on eye with me today, Fri afternoon - diagnosis from obvious clinical signs (infected teeth, swollen around maxilla and behind eye), pattern recognition I know. Now can't do anything until next Tuesday, when on next, to get this cat sorted except fill up with ABs and pain relief over the weekend. Hope eye doesn't pop out in interim !

RE: How do you stop yourself getting irritated?

Julie Innes — Thu, 31 May 2018 23:51:04 GMT

Thanks Claire! I just wish I was one of those people who could just let it slide by, but I can't help it: I'm one of those people who gets het up about someone pulling away from a green light too slowly!! Always have been!

Had a half day today, so took it out on defrosting the wall of ice at the back of the fridge (puppy had a great time watching and playing with the ice!)

Tomorrow is a new day