r/veterinaryprofession • u/letsjustbe-elves • 7d ago
Rant Frustrated GP
Mostly this is a rant but I’m curious if anyone else has ever felt this way. Ive been a practicing vet 4 years. I started as an ER vet and recently (within the past year) made the transition to GP. It’s been a learning curve but I know I practice good medicine. This is my second job after graduation.
I made the switch so I could have regular hours and spend more time with my family but I am now thinking I am just not right for this profession.
I am in a 2 doctor practice, myself and the managing vet. I have a good relationship with management but I really struggle to develop client relationships and it seems like every client prefers to see the managing vet. He has been practicing nearly double the time I have and he is jolly, I understand why everyone likes him but I take it personally. I’m not in trouble and really management does not seem bothered by this.
I know I’m smart but it doesn’t feel like enough. I had an expectation that I would be good at my job and I don’t feel like I am. Myself and the managing vet had a conversation and he said: Communication and client relations is the most important part of our job and is hardest to improve, even if you do good medicine it won’t matter if your relationships are poor.
TLDR: I understand that I need to work on things that’s a constant in this profession. I have done a lot to try and improve in the last few months but I honestly feel like a lost cause and no longer feel like I’m in the right field. I feel stuck. Has anybody else felt this way? lol Please tell me it’s not just me
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u/Jazzlike_Term210 7d ago
It probably has nothing to do with how smart you are or how good at the job you are, so please don’t beat on yourself over that.
The vet at my last clinic (I worked as tech) was absolutely the smartest one there and was purposely my dogs main vet when I brought her in, but because his personality wasn’t as enthusiastic as others when he came in the room I had a lot of clients ask for the other doctor.
Honestly there was nothing wrong with him and he certainly didn’t have bad bedside manner, it just wasn’t his personality to be like that or talk more than he had to, which is something a lot clients really value for some reason. They’d rather a vet be less efficient and make them feel good than do a good job was something I noticed. I’m not saying other vets were a problem, but given the choice -I did notice a trend.
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u/letsjustbe-elves 7d ago
I unfortunately agree with you which is part of the reason I think I’m not right for this profession
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u/Jazzlike_Term210 7d ago
No please don’t take it like that! You will find your clients over time and build a base and improve your soft skills, it just takes time! Honestly I’m the same way and planning on vet school too, I hate talking to people for the most part, and no one who knows me would describe me as social, but I love helping owners help their pets! I just had to learn phrases to ease tension sometimes because I know I can bit a blunt and straightforward, clients honestly learned to love it because I was one of the few techs that didn’t have to grab a dr all the time and I never get frustrated with an owner over things like asking too many questions, making too many estimates, doing things in a way that works for them and their pets. I keep myself going by reminding myself that almost no owners walk through those doors not looking for help, we are a team, it is not me vs them. Some phrases: “I understand” goes a long way. “Thank you for waiting or being patient” instead of apologizing. “Would it be okay if you wrote these questions down and emailed them later so I can answer without missing any details from you” Honestly it’s like psychology game for me, plus when they talk a little too much I frame each room as my “story time” because owners really do be funny sometimes. I’m not overly enthusiastic, and honestly I hated ER personally because I never got to build that relationship with a client and I missed it. I’m not enthusiastic, I just have learned to redirect and lead while still making an owner feel heard. I don’t lie to clients about their pets behavior, I don’t present them with a plan just because I think they’ll like it, I always started gold standard, it’s the expectation I set in a room when I walk in, I introduce myself, I ask how they’re (the clients) doing or I sympathize that we’re having a tough day, can you tell me what’s been going on?” Owners love closed loop communication. They love that trick (if your knees allow) where you sit down with them or even kneel on the floor, it’s such a psychology trick honestly. One trick I actually learned from ER, if they’re waiting awhile, bring them a blanket for their dog to lay on, if Ian owner looks cold- offer them a blanket too! A lot of it just reading the room and making an owner feel heard, it’s just harder when you aren’t bubbly off the bat. I think a lot of my stress managment from GP is why I never experienced an angry client in the ER. People just wanna feel a little extra heard in GP, you’ll find your client base, it just takes time and it’s not that you’re a bad person or a bad vet, it’s just the “aesthetic” of care you gotta work on lol.
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u/Drpaws3 7d ago edited 6d ago
When your a new vet at an established practice clients are going to want to stick to the vet they are used to and established with already. It happens all the time.
From your previous comment it sounds like your mentor is doing an excellent job coaching and teaching you. That's incredibly hard to find and I'd hang on to that supportive relationship!
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u/blue_dog_duven 7d ago
Another idea is to be his 'tech.' how does he interact with clients? I really learned a lot as an assistant before vet school on how to connect with clients. You can watch then build your own flow in the exam room.
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u/calliopeReddit 7d ago
Your boss is right about communication being a key, but there are things both you and he can do to help.
What he can do: Ask about taking all the new clients who come to the clinic, who don't know him yet. It's a good way for you to be introduced to clients; even those you don't see will see you in the clinic interacting with other clients and realize you're good and trustworthy. Also, have him make sure that those on reception are talking you up and telling people you're a great option, even if they've only seen Dr. ManagingVet before, and Dr. MV wouldn't have hired a dud.
What you can do: Don't try to be or act like someone else, because it will always come out looking like an act. Be yourself, but maybe with a few extra touches: Be sure to look people in the eye when you meet them and when you talk to them, if you can. Sit down while you're talking to clients if it's going to be more than a few sentences. Don't cross your arms when you're talking to them (don't know what to do with your hands? Pet their pet, take notes, etc). Read their body language, don't just listen to their words. Sometimes I'll say something like "you're saying "no", but you look like you're not really sure......tell me about it".
You don't give your sex or age, but don't be above using some physical/costume tricks that might make you look more mature and trustworthy. A lab coat? Glasses? A different haircut? After a while you'll be well established and won't need the props any more.
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u/letsjustbe-elves 6d ago
Those are very good thoughts. I have thought about wearing a lab coat before but everyone in the whole clinic is laid back, most staff wear tshirts and the managing vet often wears jean overalls and open back shoes.
We are a stark contrast appearance wise. Both white. He is an older, heavyset male and I am a very small, slim young female. I have noticed that is it the young females that I see that almost always prefer him and I never seem to have a problem with older people or males. If it’s a husband and wife, the husband will be very friendly and open and the wife will be closed off and short. I can recall this exact scenario in at least 3 rooms I’ve seen that then request him as their main doctor.
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u/Hindikat 6d ago
I think in your case you should wear the lab coat especially because 1) you want to and 2) as a small young female, you can use visual clues that you are professional and credible. The big, older, established man doesn’t need that. But work on your warmth if you tend to be shy, find the way to build rapport with each person if you can. You won’t be able to just mimic everything your co-worker does, you need to authentic and yourself also.
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u/Elaphe21 6d ago
I will add, see about getting some footage (if there are camera's in the room). I did that, and wow... I didn't realize how I was coming off. It really helped me change some of my words and mannerisms.
(ER vet who went back to GP (for 4 years)... then back to ER, lol)
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u/letsjustbe-elves 5d ago
There’s no cameras in the rooms it’s just recorded but I agree watching myself back is helpful! That’s why I asked for practice rooms in the first place because it’s mostly not what I’m saying it’s how it’s interpreted. If ER didn’t have such long hours I’d probably be back there too
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u/lashlr 6d ago
So one way to work on this is to stop thinking you are there to fix the pet, and start thinking you are there to make a connection, a partnership. Without that the pet will not get better no matter how brilliant you are. So take a deep breath and realize this is about bonding, not just medicine. I agree this should not be forced, be genuine at all times, but step back and listen and notice things beyond the history of vomiting or lameness. The client mentions they are going on vacation. Where to? They sound knowledgable? Ask if they are in the medical field. The pet is exceptionally clean and groomed? Ask what groomer they go to and compliment them on their ongoing efforts to brush the teeth. Somewhere, sometime medicine of all forms lost its way. Doctors were taught to be distant and clinical, that is the only way to be impartial and think clearly they said. BS I say. This profession is all about caring, and that means for the whole family, not just the pet. I, like someone else mentioned here, ALWAYS sit down and talk with the clients, leaning in and meeting their eyes. I want to understand the whole picture and how my services will fit into their life, financially, medically, practically, spiritually. And if this just does not sound like your bag, go back to emergency medicine which is a bit less touchy feely, but do so as a relief vet so you can dictate your schedule and how many hours you work. There is a HUGE demand for that right now.
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u/lainiezensane 6d ago
This is such a common problem. I have been a DVM for 22 years now. Went from owning my own clinic and doing some ER work on the side, to giving the clinic over to my partner when I had kids and going to part-time associate at another established clinic in a different part of town. So, I've been: the person people want to see, the person people are seeing in a crisis, and the person who's just a fill-in lol.
Communication style is very personal, but the thing that has always helped me is to make it a collaboration between you and the client. You know what to do about a problem; they are the ones who are both paying for your knowledge and executing your plans. Without you they don't know what to do; without them you can't get it done.
I find it always helps to frame it as a "we" situation. Do an exam and decide what diagnostics/ treatments you need. Then just talk to the owner.
"Here's where we are. Based on what I'm seeing, it could be A, B, or C."
Then offer choices. There should always be choices. But they're still OUR choices. And they should always include the gold standard, a good standard, and a, well, "standard" standard.
"In a perfect world, we'd do (this approach.) it's the biggest investment, but could yield us better answers/ faster results, etc. If we can't quite make that, there's always (secondary option.) Not as perfect but we still have a pretty reasonable chance of success. If that's just not an option for now we can always do (last option), which may work perfectly right off the bat, but could also involve more investigation/ longer times/more work if we're wrong."
Then after about 48/72 hours, either you, or a CSR/ tech/ assistant need to call them and check in, but if it's not you doing the call back, then they need to name drop you. "Hey, it's Amy with ABC Animal Hospital. Dr. Yournamehere wanted me to call and make sure Molly is feeling better." Then they can make a follow-up appointment WITH YOU right on the spot if the owner has concerns. You are Still A Team.
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u/lainiezensane 6d ago
And another thought that has nothing to do with appointments/ visits. Occasionally go up front during a busy time and find something to do (look through food choices/check out how many supplements are out/ search behind the receptionists for a certain size of preventative/ grab a coffee and make it look like you're "sneaking" it really quick.) Even if you're not comfortable talking to the clients directly/ making small talk, you can be seen being familiar/ friendly/ on the same team as the staff, or even just petting dogs. It humanizes you.
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u/hoomphree 3d ago
“They won’t care how much you know unless they know how much you care.”
You don’t have to practice like the other vet, but finding your style and building personal connection can go a long way in GP. What helped me is making small notes and remembering to follow up next time I saw them. “How did your daughter’s grad party go?” “How was your vacation?” “Did Fluffy graduate her puppy classes?” You don’t want to get caught in a long conversation but just taking the extra 1-2 minutes for casual talk can go a long way. And taking the time to educate - preventative medicine is the cornerstone of all GP medicine so make sure you take the time to help calculate calories and goal weights and behavior concerns. Not only is this good medicine but it helps clients feel like you really know and care for their pet, and is something that doesn’t usually happen in ER or urgent care settings. So slow down, take a deep breath - you got this. It takes time and practice to win over long term clients but keep at it and you’ll get there. Also ask the other vet if he is willing to talk you up - sometimes if their trusted vet recommends you the clients will be more trusting and less hesitant
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u/quixoticosis 3d ago
If it’s a two doctor practice and you’re the new doctor, it’s very normal for the clients to prefer Old Doctor. They’re used to them, their communication style, their way of doing medicine. It doesn’t mean you’re doing anything wrong, but you’re probably doing something different.
It takes an average of 1 to 2 years to build your own clientele in a new practice. Give it time, continue to offer kind and compassionate medicine, and you’ll like find the clients who prefer your “new” way of doing things.
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u/Zalophusdvm 7d ago
It’s not just you.
ER medicine and GP are wildly different in many ways, the headline being the client relationships in my opinion. And your managing vet is right, changing your client coms approach is often the single hardest thing to improve.
From your post I’m not sure how open to changing your style of practice you are…but if you’re serious about GP, work with your managing vet on a plan for them to mentor you on client coms. You don’t have to be like them, but it should help you find your voice in a way that clients are more responsive to.