Strategies for Navigating Transformation in Animal Healthcare

by Rhonda Bell, CVPM, PCM, CDMP

Introduction

Change is an inevitable part of growth for any business, and veterinary practices are no exception. Whether it’s adopting new technology, updating clinical protocols, or restructuring teams, implementing change can be both challenging and rewarding. Successfully managing change is crucial for improving patient care, staff satisfaction, and operational efficiency.

Understanding the Need for Change

Before embarking on any change initiative, it’s essential to identify and communicate the reasons for change. This could stem from evolving client expectations, advancements in veterinary medicine, regulatory updates, or the need to streamline practice operations. Clearly articulating the “why” behind the change helps build a sense of urgency and encourages buy-in from the entire team.

Planning for Success

A well-thought-out plan is the backbone of effective change implementation. Begin by outlining clear goals and objectives. What does success look like? Who will be affected? Establish a timeline and assign responsibilities. Involve key stakeholders early in the process: veterinarians, veterinary technicians, receptionists, and even clients; so that their perspectives can be considered.

• Assess readiness: Evaluate your team’s capacity and willingness to embrace change. Address potential concerns and provide reassurance.
• Set measurable goals: Define specific outcomes and metrics to track progress.
• Communicate clearly: Use meetings, emails, and visual aids to share plans and updates.

Engaging the Team

Change is most successful when everyone feels involved and valued. Encourage open dialogue and feedback. Listen to concerns and be transparent about challenges. Provide training as needed to help staff adapt to new systems or workflows. Recognize and celebrate small wins along the way to maintain motivation.

Change often follows an emotional journey that can mirror grief stages:

• Denial: Staff may avoid or ignore the change. Productivity may initially drop.
• Anger: Indicates staff care, but are uncertain or frustrated.
• Bargaining: Team members seek involvement and negotiate their role in the change.
• Depression: A dip in morale may occur—support and empathy are crucial.
• Acceptance: Change is integrated and becomes routine.

⚫ Did You Know?
People are more likely to accept change when they feel heard, supported, and informed early in the process.

Addressing Resistance

Resistance to change is natural, especially in close-knit teams. Identify sources of resistance—fear of the unknown, perceived loss of control, or skepticism about benefits. Approach these concerns with empathy and patience. Offer support, clarify misconceptions, and demonstrate the advantages of the change through data or testimonials.

Maintaining Momentum

Once the change is underway, it’s vital to maintain momentum. Monitor progress regularly and adjust the plan if necessary. Share successes and lessons learned. Solicit ongoing feedback and acknowledge contributions. This helps reinforce the value of the change and ensures it becomes embedded in the practice culture.

Conclusion

Implementing change in a veterinary practice is a journey that requires thoughtful planning, effective communication, and genuine engagement. By prioritizing people and processes, veterinary leaders can navigate transformation smoothly, ultimately creating a better environment for staff, clients, and their beloved animal patients.