I'm sure that many of us are having to adapt the way in which we work quite considerably. Animals are being seen without their owners present, telemedicine is now a norm with owners requesting medicines, paying online with reference numbers and communicating with the practices in very different formats. Is this something that we can learn from? Do we need to consider offering more telemedicine consultations for our clients? Many clients that I have spoken to are more than happy to communicate over the digital waves. There is no reason why nurse consultations can't also be conducted in a similar way. Having walk rounds of the owner's house when discussing mobility issues or placement of litter trays for cats with urinary problems could be invaluable. Discussing the slippery floor, or the steps up into the house is something that never could be achieved in a consultation room. Does this then enable the potential for more nurses that have difficulty working ‘normal’ shifts to come back into the work environment? These nurses could work from home, not have to worry about travelling to and from the practice, they could work different hours, or there could even be a set nurse to cover clinics for a range of different practices.
COVID-19 has given us a lot to think about, but there are a lot of potential positives that we should be jumping on and seeing how we can improve and change the way we have always done things. Many people have been getting used to the concept of online meetings and streaming services. My parents have even learned how to use Zoom meetings! Could we, should we, be looking at these formats for client meetings? Could we be helping to discuss weight management with a group of clients in an online meeting, for example?
Working in a training practice for student nurses it has become evident that online learning really does suit some. Being in Plymouth our nearest college is over an hour's drive, each way, so online learning really reduces the length of day for our students. Colleges that can offer teaching in different formats will really excel in their provision for their students. Different people prefer different ways to learn, is this another opportunity to look at the way we do things?
Have the days of having some free advice over the phone gone? If we are charging for an online or telephone consultation with a veterinary surgeon or a nurse, can we be giving away free advice? This does really highlight the importance of having dedicated receptionists undertaking the initial phone call. If the initial call is answered by a veterinary nurse, for example, you could end up discussing the pet's healthcare issues and giving that advice free of charge. Should we be giving it free of charge? And, if not, what kind of advice should we be charging for?
If we move more towards online consultations, and charging for them, we can't then be answering the phones. The right person in the right place doing the right job is vital. I'm sure the majority of us have spent hours on the phone to breeders with whelping bitches wanting advice. We've had to talk them through the entire process every single step of delivering each puppy, resulting in zero income being made for the practice. There is a very fine line between the balance of welfare and being able to survive as a business.