It's worth calling the veterinarian "doctor"

When I joined the veterinary technology field 15 years ago, I fit the industry's stereotype: young, little or no college, and willing to work hard for practically nothing. Over the years I've worked in small and mixed animal hospitals, single-doctor clinics, and even a corporate practice, and the biggest change I've seen is how often I'm mistaken for the veterinarian. No wonder, really, as I now tend to be as old as or older than many of the doctors I work with.

Kimberly Lane

Though I'm reminded from time to time that my experience and skills are appreciably refined, I'm still wowed by the measure of knowledge that separates me from the veterinarian's position. So it's with profound respect that I address the veterinarian as doctor. Front office, back office, and out of the office, I call the veterinarian doctor.

What's in a name?

Recently I discussed titles with a veterinary assistant, and our conversation started me thinking about the when and why of using professional titles. In many cases we use titles to show respect for a person's knowledge and position. For example, I figure that you should plan to duck a gavel if you casually address a judge by his or her first name. You could risk your GPA if you're too casual with a college professor. And your parents just might flip if you called them by their givens. Using titles reinforces respectful boundaries and maintains a formal, professional atmosphere.

Photo by Cheryl Douglass

I won't say your team will crumble if you don't call the veterinarian doctor, but when I worked in practices where the doctors went by their first names, serious problems surfaced. The line between doctors' and staff members' roles blurred, and the trust between doctors and staff members was broken when technicians overstepped their boundaries. I saw technicians dispense drugs without the doctor's order, treat patients without the doctor's knowledge, and perform euthanasia without the doctor's consent. To avoid these dangerous and unethical situations, the doctor needs to stand as the expert.

Who's the boss?

I wasn't always a technician. I took a sabbatical from veterinary medicine in the early 1990s and spent a short lifetime as a cop. During that time I responded to countless calls from hysterical people. Sometimes they seemed soothed simply by my uniformed presence when I pulled up to the scene, lights flashing and sirens blaring. They believed that I'd know how to make the situation better.

They were suffering from a false sense of security, I assure you. But false or not, my title offered comfort because it identified me as the crisis manager for the situation.

Likewise, concerned clients and novice team members need to feel confident that the doctor will direct the situation when a crisis occurs. When you call the veterinarian doctor, you're telling listeners that the veterinarian is the person in charge. And when doctors direct technicians and receptionists, they reinforce their image as the boss.

A side note: I've heard some practice teams interact with doctors on a first name basis in the treatment areas of the hospital, but they use the doctor's title when they're working in front of clients. If I had more than psych 101 in college, I might attempt to figure out why some doctors suffer through eight years of college only to insist that their staff members address them as "Joe" or "Sue." For my part, I think calling the veterinarian by his or her first name is a hard habit to break. And I'd feel embarrassed if I slipped and called Dr. Smith "Joe" in front of a client.

Less turnover, higher compliance

Need another reason to call the veterinarian doctor? How about the fact that using titles builds a professional work atmosphere and reduces the amount of turnover in the practice? That's right, you're less likely to lose team members if you show a little more respect for the doctor—and each other—on the job.

Here's why: The professional environment you create when you use titles attracts career-minded people who are less likely to leave. It isn't unusual for most veterinary practices to see many staff members leave each year. And it's easy to see why. Trained receptionists can make more money with great benefit packages working in a human hospital. And many veterinary assistants double their wages simply by making the transition to a human phlebotomist with little or no additional training.

Use your title, too

If you create a professional environment by using titles and the doctor reinforces the message with good pay and benefits, you just may stem the migration to human medicine. You'll also build an atmosphere of trust and respect that clients notice.

Clients will feel reassured that professionals are caring for their beloved pets. And it's not a big leap to see how clients who respect the veterinarian are more likely to comply with treatment and less likely to argue over the value of the services you offer.

I'm constantly amazed at the high level of care we can offer pets, and I know that clients who truly love their pets drive this trend. To keep the momentum, we need to demonstrate our professionalism by using titles. True, the veterinarian will continue to work on the floor while treating a 170-pound bullmastiff, but the pet owner should at least know that he or she is a real doctor.

Kimberly Lane, BS, RVT, is currently volunteering as the clinic director for the Esther Honey Foundation Animal Hospital in Titi-kaveka, Rarotonga, Cook Islands. Send your questions or comments to firstline@advanstar.com.