As a manager, much of my time is spent focusing on the staff in one way or another. This is as it should be, since your team is your number one asset in terms of your ability to practice veterinary medicine. Veterinary medicine is a service-driven business. While veterinarians do dispense medications and sell products, their primary “business” is service-driven: professional examinations, professional services, radiography, surgery, etc.

Service industries require the human element, in order to function. This requires hiring, training and retaining solid teams that share in your philosophies. The culture of your practice should be a direct reflection of your philosophy of veterinary care, as well as client service.

In order to create and manage successful support staff teams, you need to first create a solid expectation for the culture of your practice. Spelling out expectations makes it easy for any new team member to understand what you want, the work environment you’ve created, and how they should function within those parameters. I call these expectations the Principles of Mutual Respect, and an example is shown here:

Principles of Mutual Respect

The ABC Veterinary Clinic is a diverse organization made up of people from a range of backgrounds with differing values and experiences. As an organization, we aspire to do our best. This aspiration extends to all relationships, including our behavior towards one another, and the clients we serve. These Principles of Mutual Respect are designed to encourage all individuals who make up the ABC Veterinary Clinic to work together in an environment where shared values are supported and diversity is embraced.

Statement of Commitment

Each staff member, manager, and veterinarian shares in the responsibility for creating and maintaining the practice’s environment of mutual respect. We demonstrate openness and fairness in all our dealings with people. Staff, managers, and veterinarians perform the functions of the practice in an impartial and professional manner. We act with care and diligence in the course of our work.

We recognize and value the contributions made by people to the Practice

  • We affirm the professionalism of our colleagues, trusting and empowering them to work constructively for the well being of the practice community.
  • We exemplify respect through the simple courtesies of always being on time, listening without interrupting, and cultivating a sincere appreciation of what every individual brings to a given situation.
  • We recognize and respect, although we are willing to question, established obligations, systems, policies and procedures.
  • We encourage and acknowledge a range of contributions that support our values and principles.
  • We respect difference and welcome creative, or alternative viewpoints.
  • We care for, and encourage staff members, managers and veterinarians in their personal pursuits.
  • We encourage and support the educations, professional and personal development of all staff members, managers and veterinarians.

We care for the social and natural environment

  • We ensure staff members, managers and veterinarians have the opportunity to become socially and environmentally responsible.
  • We use our resources responsibly and seek to minimize or eliminate waste.
  • We encourage and value a safe, healthy and creative environment.

We value and support the right to confidentiality

  • All private information will be kept confidential, unless with consent or as required by overriding moral or legal obligation.

We avoid conflict of interest in all our dealings with the ABC Veterinary Clinic and the community

  • We agree that a conflict of interest may occur when an individual’s personal, financial, political or other interests may conflict with the performance of their duties.
  • We agree to avoid situations where there is, or may appear to be, a conflict of interest.
  • Possible conflicts of interest should be disclosed to a manager on an ‘as needed’ basis.

We value a harassment free workplace

  • We treat everyone we encounter with respect and courtesy, and without harassment.
  • All staff members, managers and veterinarians have the responsibility to ensure that their behaviors do not harass, threaten, bully, belittle or vilify others.

We work towards building a harmonious working environment in which we maximize our professional performance

  • We maintain honesty, integrity and professionalism in all our work within the ABC Veterinary Clinic.
  • We encourage staff members, managers, and veterinarians to be personally accountable for their performance and behavior.
  • We agree that any interpersonal friction is handled directly person-to-person, without lobbying for support from outside viewpoints.
  • We trust that we will give each other the benefit of the doubt should others ever need it, and will each be worthy of that benefit when given.

Once you create your practice’s Principles of Mutual Respect, you should also write a statement of personal commitment for staff to sign and return as an acknowledgment. This can be filed in their personnel record. An acknowledgment statement should include the following:

Personal Commitment

As a member of the ABC Veterinary Clinic team, I do hereby acknowledge and affirm that as a member of the team I will abide by our Principles of Mutual Respect.

I acknowledge that each staff member, manager, and veterinarian shares in the responsibility for creating and maintaining the practice’s environment of mutual respect. It is my responsibility to do my part by understanding and utilizing these principles on a daily basis.

Signature: _________________________________Date: __________

Creating and implementing your own Principles of Mutual Respect is a solid step towards improving your own workplace culture. If you haven’t had one in place, launch it in a full staff meeting, explaining the importance of everyone’s participation. Ask every existing staff member to sign a personal commitment statement and get everyone off on a fresh start! In Part 2, we’ll discuss how to hold yourself and your staff accountable to the Principles of Mutual Respect.

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