by: Krystal Harris, DVM, DACVIM (Oncology)

Dr.Krystal Harris

For the majority, this year has brought uncertainty and abrupt change. Veterinary Hospitals were empowered to stay open, keep staff healthy, and stay calm.    

What does it mean to stay healthy? Masks, PPE, hand washing, social distancing are the main focus, but what about our Mental Health?

For many hospitals, our caseloads have increased since the start of the pandemic. With the switch to curbside service, pet owners remain safely in their cars away from their sick pets, anxiously waiting and wondering how their pet is doing without them.  

Burnout and Compassion fatigue were already recognized as significant issues in the veterinary field prior to COVID-19 and these issues need to remain a major focus as we continue to learn how to maintain well-functioning hospitals with healthy well-supported staff.

 

How do we avoid burn-out and fatigue?

Self-Care

Set boundaries on your time. If you are allotted breaks or lunch TAKE THEM! This time helps you clear your mind and come back calm to finish the day. Try not to work overtime. Make plans for rest, exercise, hobbies, and outdoor activities.

Communication

Talking about negative client interactions can help you let go of bad feelings and recognize ways the interaction could have been handled differently. These talks should take place privately with a shift lead, supervisor, or social worker as to not spread negative energy to the entire staff.  If there is not someone available to help with these situations talk to your employer about having someone available on-site or remotely for both staff and clients.  

Personal growth

Grow in your role through continuing education. This can be learning more about a specific disease, procedure, piece of equipment or could be focused on the non-technical aspects of veterinary medicine such as client care and grief. Ask your lead or doctor about leading these sessions regularly to help you improve in your role and provide a break from the normal schedule. Focusing on medicine can be refreshing when there is no emotional component.

Empathy & Connection

Practice empathy, this means to put yourself in the client’s shoes.  We can all get a little high maintenance when our personal pet is sick.  Making an emotional connection may seem taxing but human connections help prevent burnout by practicing compassion.  These interactions give us pride in our work.  

Anger is a disguise

There are still going to be angry clients, especially as we maintain social distancing. This anger is not a personal attack, their words should not be taken to heart. Humans use anger to mask vulnerable emotions (anxiety, fear, guilt, regret, despair, inadequacy, helplessness).  This is a physiologic response to a frightening situation.  Your role should include staying calm and helping the client recognize the emotions they are experiencing.  Many of us did not realize our work would require such a significant human caretaker role, but this part of the job provides us emotional growth.

 

This does not mean you are resigned to take abuse from clients. It is okay to defend yourself but needs to be done correctly. This skill takes courage and practice to perfect.

You can say something like:

“I understand your frustration, but I need to set a clear boundary that you cannot speak to me in that tone. I am on your side and trying to help.”

“I am empathetic to your situation, but I can’t help you if we don’t have mutual respect”

We are all on edge, be gentle with each other.

Special thanks to @daywithrenee for demonstrating to me how to command respect with kind words.