Empowering every team member to work at the top of their credentials and abilities begins with thoughtful and appropriate delegation. Effective delegation not only enhances practice efficiency, it also improves patient care and boosts team morale.1,2 As critical as delegation is to practice efficiency, many leaders find it difficult to master. If you struggle to keep your hands off tasks that are more appropriately performed by a Credentialed Veterinary Technician (CVT), Customer Service Representative (CSR), or other staff member, this blog post is for you!
The five foundations of delegation in veterinary practice
We often think of delegation as simply assigning duties to people, In reality, effective delegation is much more nuanced. It’s not enough to say, ‘CVTs place catheters, Veterinary Assistants clean cages, and Customer Service Representatives answer billing questions.’ Effective delegation is rooted in the responsibilities inherent in each role.
Give your staff members authority and confidence to make decisions and take actions within their scope of responsibility. For example, Veterinary Assistants might have the lead responsibility for ensuring that all exam rooms and treatment areas are fully stocked according to the hospital’s guidelines. How often and when they check and restore stock is theirs to decide, as long as the supplies the veterinarians and CVTs need are consistently available. A CVT or veterinarian who uses up the ear swabs in an exam room tells the responsible veterinary assistant but doesn’t restock the room themselves. The same applies to other staff members, according to the responsibilities of their roles.
The American Animal Hospital Association (AAHA) identifies five pillars of successful and appropriate task delegation in veterinary practice: The right task, delegated to the right person, with the right direction and communication, under the right supervision, in the right circumstances.2 What does that mean in daily veterinary practice?
Selecting the right task
To make more complete use of your team’s skills, start by understanding which tasks can appropriately be delegated.
- Review your state’s veterinary practice act to determine the specific tasks CVTs and other staff members are legally permitted to perform, along with the required level of supervision.
- Speak with your lead CVT about each team member’s individual skills and interests. Before you ask a CVT to take over obtaining patient radiographs, for example, make sure they are capable of doing so.
- If necessary, provide support and training so that each staff member can step up with confidence.
Delegating the right tasks reaps instant rewards. Letting qualified staff obtain radiographs, for example, frees up the veterinarian’s time for reading the radiographs and discussing findings with clients.
Identifying the right person
Like every patient, every team member is different, with unique strengths and interests. Don’t delegate a task to a staff member that conflicts with their abilities or comfort level. If you’re in a mixed animal practice, don’t ask a CVT who is afraid of horses to stop at a client’s barn and check the incision sites on yesterday’s castration; they aren’t the best person for the job. Understanding each employee’s abilities and interests and making it safe for them to talk about what excites or worries them demonstrates strong leadership and builds an open and supportive practice culture.
Communicating effectively
Communication errors are a common cause of medical errors in veterinary hospitals.3 Asking a team member to take responsibility for a patient-related task without a clear explanation of what that task is, when it should be done, and any limits on their authority sets that team member up for failure and may increase the risk of a medical error that could harm the patient.
When delegating a task, clearly explain what you expect, and give the person to whom you are delegating the task the opportunity to ask for clarification. Telling your CSR to ‘Handle Mrs. Johnson’s questions’ is too vague, especially if this is a new responsibility. Provide specific guidance: ‘Mrs. Johnson doesn’t understand why we include pain control and IV fluids as part of her dog’s dentistry estimate. Please explain why we consider these essential. If she has concerns about the cost, review our payment options. If she becomes upset or you don’t know the answer to her questions, ask the hospital manager for help. What else would you like to know before talking with her?’
This approach provides clearer direction and invites further discussion, demonstrating effective delegation and leadership. It also allows the CSR to use her knowledge and skills to solve a problem for the clinic and for Mrs. Johnson.
Providing helpful oversight
A classic delegation mistake is assigning a task, then leaving the person to succeed or fail without support. When you delegate medication administration to a CVT, be prepared to review the dosage before it is administered. When you delegate staff scheduling to your new hospital manager, be prepared to review their first few proposals. While the degree of support or supervision required for a delegated activity varies, dumping a task on someone’s lap and walking away is never a good idea. As the veterinarian, and particularly as the practice owner, you are responsible for ensuring that the task is handled effectively.
By contrast, don’t micromanage a task that you have delegated. Delegating responsibility to a staff member means stepping back and allowing them to perform that task.
Choosing your circumstances
While delegation improves staff utilization and practice efficiency, you must pick your opportunities wisely. In a medical emergency, delegating initial triage of a group of animals from a car accident to a Veterinary Technician Specialist in Veterinary Emergency and Critical Care may be appropriate; delegating the same task in the same situation to a newly graduated CVT might not be. The new graduate may lack the experience and confidence to make critical prioritization decisions, and you may not have the time and attention to spare for effective communication and supervision. Choosing your circumstances means finding a more appropriate time to stretch that new CVT’s skills.
Effective delegation, efficient practice
Successful delegation doesn’t happen overnight; it’s a skill that requires attention and practice. The time invested is worth it: Delegating the right task, to the right person, with the right communication and oversight, at the right time, can make your practice run more efficiently, your staff more satisfied at work, and your own day more fulfilling. It demonstrates effective leadership and is a key component of staff development. Best of all, it’s something anyone can learn to do.
References
- Ouedraogo, F. B., Lefebvre, S. L., & Salois, M. (2022). Non veterinarian staff increase revenue and improve veterinarian productivity in mixed and companion animal veterinary practices in the United States. Journal of the American Veterinary Medical Association, 260(8), 916-922.
- Boursiquot N., Prendergast H., Boudreau L., Cital S. N., Mages A., Rauscher J., et al. (2023) 2023 AAHA Technician Utilization Guidelines. American Animal Hospital Association. Published 30 September 2023. https://www.aaha.org/resources/2023-aaha-technician-utilization-guidelines/.
- Wallis J, Fletcher D, Bentley A, Ludders J. ‘Medical Errors Cause Harm in Veterinary Hospitals’. Front Vet Sci. 2019;6:12. Published 2019 Feb 5. doi:10.3389/fvets.2019.00012
