Message from the CVMO and Hospital Administrator
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Earlier this month, we celebrated National Veterinary Technician Week! As a result, in this month's VMTH Voice, Joy and I are providing a joint message on behalf of everyone in the leadership team in order to shine a spotlight on our technicians and highlight the amount of work that our staff contribute. We want to extend our sincere gratitude to all the technicians for your dedication to serving our patients and clients. The administration and faculty know that the hospital cannot achieve its level of success without each and every one of you.
Many of you have worked at the VMTH for several years, longer than some of our faculty and residents, and bring a wealth of experience and knowledge. And you are able to pass this knowledge on to new technicians starting their careers, our students, and our clinicians. Others of you have recently joined us and bring new knowledge, teaching, and technical skills that we all can learn from, which also makes the VMTH a better place.
We are fortunate that so many of you believe this is the right place for your career goals and aspirations. Every day, we hear stories of our technicians going the extra mile, not only when things are going well; but also when times are challenging. We so appreciate your compassion and commitment, particularly when you are working short-staffed, handling challenging clients, saddened by sick patients, or caring for a friend when personal life presents hurdles.
With more than 200 technicians in the hospital, we are proud of how much each of you, contribute to fostering our five positive workplace cultural beliefs, to student and house officer training, to successful patient outcomes, and to client satisfaction. Please keep up the hard work through these trying times – our patients and clients depend on you. The smiles we receive from technicians every day brightens everyone’s day and make the VMTH a better place to work. In return, we want to help foster all of your aspirations, do our best to support you, and help you achieve your goals throughout your career. We look forward to your continued success.
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Dr. Jane Sykes
Chief Veterinary Medical Officer
Joy Hoover, MBA
Hospital Administrator
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Recognitions
The hospital’s Focused Recognition Award Program provides an opportunity to highlight our ongoing Cultural Journey and recognize those who have provided remarkable progress within our five Cultural Beliefs: One Team, Trusted Dialogue, Pursue Excellence, Realize Our Vision, and Value People.
October recipients:
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Nick Orndorff was recognized for exemplifying our Cultural Beliefs of One Team and Pursue Excellence, which contributed to the Key Result of Outstanding Patient Care.
“Nick is one of the newest members of small animal technician team and has proven to be very important. He has worked tirelessly through the COVID pandemic, even when short staffed. Nick’s ‘Can Do’ demeanor has been a big part of ensuring that patients are taken care of and that the hospital is kept clean and disinfected.”
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Elizabeth Rich was recognized for exemplifying our Cultural Belief of One Team which contributed to the Key Result of Outstanding Patient Care.
“Thank you, Elizabeth, for helping with the biopsy caseload when there were more than I could handle in a timely manner. Your help to work as a team means we got patient samples processed on time.”
Thank you, Nick and Elizabeth, for your hard work and dedication to the VMTH.
Thank you to everyone for submitting the Focused Recognition cards and demonstrating your support of each other that demonstrate excellence in support of our Cultural Journey. The drop boxes are located: Reception A, second floor in Pritchard waiting room 2198; Large Animal Reception, first floor in Pritchard next to water fountain/restrooms; Reception B, first floor in CCAH next to the recycle bins.
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Key Cultural Pillar
"One Team"
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We are always concerned for the mental health of our students, staff, and faculty – especially during this time of anxiety and stress, as well as the uncertainty stemming from the coronavirus and shelter-in-place orders, child care responsibilities (not to mention the role many of you have as your children’s substitute teachers), wildfires, the economy, and other issues. Many of us struggle to keep a positive attitude as the pandemic continues. But we are a team -- if you see any of your colleagues struggling, or just not being themselves, please take a few minutes to check in with them and make sure they’re ok. We all have different home lives that are being affected by the pandemic in many ways. Some may struggle more than others and may even need some external help to cope with this current chaos. Please familiarize yourself with campus options for help. Campus offers assistance through Student Health and Counseling Services, and the Academic and Staff Assistance Program. Specifically in the SVM, mental health counselors are available to provide quality, confidential care to DVM students, and VMTH personnel have access to hospital wellness services. Please utilize these services if you need to talk to someone.
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Voting Options:
- Did you know? If you don’t have sufficient time to vote outside of your work hours, you may take up two (paid!) hours at the beginning or end of your shift to vote. To qualify, notify your supervisor ASAP, and no later than two working days before election day — Tuesday, Nov. 3. Polls on Nov. 3 will be open 7 a.m. - 8 p.m. Go here for voting resources.
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Flu Shots:
- The flu shot deadline is almost here. A question confirming your flu shot status has already been added to the online daily symptom screening survey. If you have not already received a flu shot, please schedule one, or provide an exemption, before November 1.
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Wellness Update:
- We are incredibly excited to announce that Boehringer Ingelheim Animal Health USA Inc. has committed sponsorship for a 3-year Wellness Program for our House Officers that will be an expansion of our current Client Support Counseling Service. Please stay tuned for additional announcements regarding this program. We extend our sincere thanks to our colleagues at Boehringer Ingelheim for their support of this important service. For students, wellness support is available through the Student Programs office. For staff and faculty, wellness support is available through the Academic and Staff Assistance Program on campus and the Ombuds office. We continue to strive to find ways to support wellness within the VMTH for all personnel.
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Client Services Update:
There have been some significant changes in Client Services over the last several months, and we appreciate your efforts in making new team members feel supported and welcome. We understand how important the phone lines are to our clients, and we are continually striving to improve the dynamics of the Call Center. Here are the latest Client Services updates:
- Service levels for the Large Animal Clinic have been enhanced:
- Referring veterinarian and emergency calls are now separated into large and small animal menus, and call representatives are assigned accordingly.
- A separate call flow will be implemented for the Large Animal Clinic this fall, and the designated large animal number (530-752-0290) will be reactivated.
- Three additional FTEs were hired in the Call Center this month and are now in place.
- Four limited employees are being recruited, as some staff movement from limited to full-time has occurred. Two of these positions are backfill, with two being additional hires.
- Nicole Nissan, a campus displaced worker, started at the end of September. Please make her feel welcome in her new position at the client receiving table.
- We are filling two student positions.
- The new hires’ main duties will be to work at the receiving table Monday - Friday, 8 a.m. - 5 p.m. This will help keep our existing fully trained team members available to answer calls, assist with secure lines to receive payments/deposits, and to staff our three reception areas and the Call Center.
- Kristin Gassner-Sele, the current Reception A supervisor, will now be assigned as the Call Center supervisor. A search for the backfill of Reception A supervisor is in process.
- Erica Robinson started as the new Financial Services supervisor. She replaces Elizabeth Bishop who faithfully served the VMTH for more than 30 years. We wish Elizabeth well in her retirement and are excited to have Erica join our team. Erica has more than 25 years of experience working with accounts receivable and payable. Please welcome her.
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VMC Update:
- Construction on the All Species Imaging Center looks to commence in early 2021. This next development in Phase I of the Veterinary Medical Center campaign will ultimately create a central hub of imaging services adjacent to the south side of the hospital, in the paved area between the main VMTH Pritchard building and the barns. An expansion of the small animal ER/ICU on the second floor of the VMTH will also be part of this construction. Stay tuned for monthly progress reports as the project breaks ground.
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Wellness Tip of the Month
Florence Soares-Dabalos, MS, LMFT, the VMTH’s client support/grief counselor, offers tips on managing stress through the current crisis. Please see the full website of services that Florence offers.
- Progressive Muscle Relaxation is a technique that was introduced by physician Edmund Jacobson in the late 1920s/early 30s. Its purpose is to reduce muscle tension and stress. This 3-minute video clip will teach you how to use this technique. Try it and see how you feel!
- House Officers are invited to participate in “Take-A-Break Thursdays,” the VMTH’s virtual drop-in group facilitated by Florence. This group allows House Officers to share whatever is on their mind and to receive support in a safe, confidential space. Register here
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