Trends®

Teams of the Future

Vet med has reached a pivotal point where our previously tech-averse, predominantly privileged, white population of veterinary professionals is now becoming more diverse and tech-savvy, focused on self-care and wellbeing. It’s the perfect time to be in veterinary medicine because together, we are embracing change.

Published Jun 1, 2024

By Cherice Roth, DVM, MS

June 2024/span>

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June 2024

Tech-Savvy, Diverse, and Engaged—There’s No Going Back for Vet Med

There has never been a better time to be in veterinary medicine.

Admittedly, there are many issues in our industry: student debt, burnout, compassion fatigue, and mental health struggles. However, I’m incredibly optimistic about our trajectory because significant transformation is underway across the profession. We’ve reached a pivotal point where our previously tech-averse, predominantly privileged, White population of veterinary professionals is now becoming more diverse and tech-savvy, focused on self-care and wellbeing. It’s the perfect time to be in veterinary medicine because together, we are embracing change.

The ball is in our court; now is the time for true innovation and diversification of the talent that makes up our profession. It’s critical that these changes come from within the industry. We must modify how we operate and build teams so that we can continue providing high-quality medical care and fantastic client experiences at the forefront.

Retention Is Key

For continual improvement to persist, I believe practices must hire diverse, tech-savvy candidates and—more importantly—learn how to retain them. The future of veterinary medical teams will look and behave differently than teams in place today. Technological advances, shifting societal attitudes, and client demographics are driving this trend. The human-animal bond and evolving client needs and expectations are reshaping the landscape of veterinary medicine and what it means to society, not to mention the evolving needs of our team members. As I see it, we’re in the midst of a veterinary technology revolution. It’s more important than ever to build future-forward teams that want to stay in the profession, and who want to find out what delivery of excellent animal care will look like in the year 2057. These types of teams are better equipped to meet a more diverse clientele’s needs and are more likely to be satisfied, engaged, and committed to long-term employment when they feel included and heard.

Teams of the future have the potential to bring a diverse range of perspectives and ideas, leading to more innovative solutions for tough, age-old problems in hospital efficiency.

I believe a workplace that values diversity, inclusivity, technological advancement, mental health, and wellbeing will likely retain its staff. Those at Harvard Business Review agree. They noted in 2018 that having a diverse team where everyone feels included maximizes team engagement and spurs business growth.

In my experience, retention also increases when there is a constant push to improve care and efficiency in the hospital team’s day. Many day-to-day tasks like medical record-keeping or other administrative functions remove the veterinary professional from the clinic floor, away from patients and care delivery, and in front of a literal pile of unfinished records and callbacks that require working well into the night. Teams of the future have the potential to bring a diverse range of perspectives and ideas, leading to more innovative solutions for tough, age-old problems in hospital efficiency. The teams of the future will not miss lunch and will not feel guilty about taking well-deserved, necessary breaks. The better the efficiency, the better the medical care, client interactions, and team engagement.

Illustration of multiple head profiles with different shapes in each head: a hexagon, a diamond, a circle, and a square.

Embracing Technology Advances and the Tech-Savvy Employee

To find team members you’ve never found before, look in places you’ve never looked before! For example, they could be working the tech support desk at your favorite consumer electronics store. Even if they’re not someone who grew up dreaming of being a veterinarian, team members of the future understand and embrace technology and have the aptitude to serve clients. I’ve found the best way to find these individuals is within my community, by interacting with them in their current roles and talking to them about how my practice prioritizes inclusivity and technological advances. In my experience, those of us who are tech-savvy are enthralled by being able to use technology to solve problems. These are the team members of the future that our profession needs.

When used effectively, technology has the potential to reduce the administrative burden on staff, streamline processes, and improve the quality of care. However, this only works if the team sees the infusion of technology into their day-to-day tasks as a positive thing rather than a stressor.

My top suggestion is to evaluate your team’s pain points and investigate what technology can solve those pain points. This is the way to garner team support in implementing these new technologies. Rather than bringing in new technology just for the sake of it, make thoughtful decisions that have the potential to meaningfully improve your team’s day-to-day experience, and include your team in the decision-making process and implementation to create an environment people want to remain part of.

Examples of great technology to work into each practice include electronic medical records with dictation of SOAPs, telemedicine, virtual care, IoT monitoring of post-op patients for pain, automated scheduling, and even automated patient follow-up. These technologies not only can improve patient care but also will add new lines of revenue, new role possibilities within the practice, and better communication with clients.

Inclusion and Belonging

Inclusivity is also key and ensures team members feel valued and respected, fostering a positive work environment that promotes team members’ willingness to contribute ideas that aid in the betterment of the entire practice. Inclusion only works if you’ve created a culture of safety and sense of belonging with it—in my experience, team members who feel included are more likely to feel comfortable making suggestions to improve workflows and patient care.

Gallup emphasizes the importance of fostering a sense of belonging for employee retention. I believe creating a sense of belonging also involves actively eliminating toxicity and embracing diverse perspectives, needs, and experiences. Whereas a lack of belonging or appreciation can contribute to team members’ departure, a toxic workplace can have an even more significant impact. When certain team members are perceived as untouchable because of long-standing relationships, it can alienate others and disrupt team dynamics. Addressing this requires a comprehensive onboarding process for new team members and a culture that prioritizes safety, actively encourages feedback, and implements it in daily operations.

Harvard Business Review also shares that another component of inclusion is understanding that only some have learned to be a strong advocate for themselves. To ensure new team members get their needs met, it’s crucial to provide guidance on how and when to negotiate for things like compensation, time off, and flexible schedules.

If this type of training is not possible in-house, consider an e-learning course that addresses this and make the course part of your onboarding process. Transparency in compensation structures and regular assessments of pay and promotion disparities are essential to ensure fairness and equity. The ability to show someone what is possible in career trajectory and compensation is key to helping people understand they are separate from the traditional roles of a customer service representative, veterinary assistant, credentialed veterinary technician, or veterinarian. It’s important to have a clear strategy for career mapping and to provide adequate time for teams to dedicate to professional growth. If a team member knows their dedication can lead to career growth and growth for the practice, they are more likely to feel in control of their own destiny and more invested in the team and moving care goals forward. According to PayScale, the effort involved in developing a comprehensive onboarding program, clarifying negotiation possibilities, and maintaining transparency in compensation and promotion levels contributes to building trust and loyalty among team members, increasing the likelihood of their long-term commitment to the practice.

The Role of Technology in Staff Retention

Technology plays a crucial role in reducing burnout and improving job satisfaction. Using technology to automate administrative tasks is a great way to keep team members engaged and feeling appreciated, as reported by Coombs et al. Investing in resources to help implement new technology directly impacts team retention by allowing for professional growth to occur. According to Nurse Journal, automating routine tasks and streamlining processes with technology allows staff to focus on more meaningful work, such as patient care and education on behalf of the patient, rather than being bogged down with tasks that do not require special medical training. Additionally, technology opens opportunities for career development, such as specialized training, and allows roles to evolve within the practice.

Technological advancements in veterinary hospitals can foster a more connected, informed, and engaged professional community.

This evolution enhances the team’s skills and provides a clear path for career advancement, another key factor in staff retention. Infusing new technology into veterinary hospitals offers exciting opportunities for promoting and engaging professional staff. As Harvard Business Review outlines, technology-enhanced professional development allows continuous professional learning and collaboration, all of which are connected to team retention. The new technology provides the opportunity to engage with team members in new ways. Consider assigning a different team member, rather than the usual team leader or senior technician, to introduce or implement new technology. This approach can uncover and nurture previously unrecognized talents in that team member, potentially leading to greater team buy-in and ultimately improved engagement for the selected team member.

Technological advancements in veterinary hospitals can foster a more connected, informed, and engaged professional community. According to a recent in-depth AAHA study (“Stay, Please”) regarding team turnover, fair compensation, teamwork, modern medicine, and appreciation for their work are among the top retention factors. The benefits of using technology to retain your team include spending less on recruiting, hiring, and training.

Technology investments also create potential for lines of revenue that enable competitive compensation and the ability to provide a living wage that helps retain team members for the long haul. I consider teamwork the perfect blend of feeling like you belong on the team and are included in team decisions, as well as working together as a highly functional and efficient care delivery unit.

The need for more modern medicine is also no surprise to me. There is a drive and passion in our hospital teams to deliver the best care possible. Technology enables the move toward modern medicine, drives engagement and professional growth, and, in the right hands, opens new lines of revenue to facilitate better wages, all of which lead to retention. The win-win here is clear.

The veterinary team of the future uses aspects of technology to stay engaged and provide top-notch care. Finding these individuals means stepping out of traditional tactics to find new talent and branching out to actively recruit people skilled in the areas in which you want your practice to grow. In my opinion, the passion for animals cannot be taught, but the ability to provide excellent technology-based medical care can be. Expanding your practice with diverse thoughts and experiences can help attract top talent and enhance your team’s ability to connect and communicate with clients on a deeper level. Including team members in the growth and direction of the practice leads to a sense of belonging that will make them want to stay. A deep love and respect for new technology creates a climate in which team members continuously innovate because their ideas are used and appreciated. In my experience, teams that feel included and connected to the growth of the practice are more inclined to stay because they have worked together to build and mature their own careers as well as the practice.

By embracing diversity, inclusivity, and technology, you’ll have the keys to building and retaining the veterinary team of the future.