Remember Kindness

I think we could all do a little better at being kind to one another, or stated more simply, just don’t be a jerk! I’m discussing this through the veterinary industry, because that’s what I am immersed in, but kindness is imperative in all aspects of life. Not a day goes by that I don’t commiserate with a colleague or see a social media post where somebody received a bad review, was yelled at by a client, or even worse, threatened with a lawsuit or a board complaint. Many times, the veterinarian or veterinary clinic has done nothing wrong, but even in cases of error, human decency seems to have been forgotten.

I want to take a moment to explain what is happening in veterinary medicine right now. Since the pandemic began, there has been an influx of animals, in initially less-efficient practices who were trying to figure out curbside, quarantines, home-school, masks, and so on. Some veterinary staff left due to health concerns, lack of child care, along with other reasons. So, not only were practices facing the uncertainty of a global pandemic, but also increased work with fewer staff.

A few reminders above my desk.

The general public, suddenly spending more time at home, started paying attention to changes in their pets that may have gone unnoticed if they were at work 8-5, and many also decided to get a new pet to keep them company while the rest of the world was shut down. In the vet field, a new term is the “pandemic puppy.” It turns out that a lot of these dogs who missed out on vital socialization due to COVID are now dealing with heightened anxiety and poor manners - this leads to longer, more stressful appointments for the patients, clients, and veterinary staff.

Since clinics are struggling to staff both veterinarian and support roles, along with having a high demand for appointments, some have taken the route of not accepting new clients, some have shortened open hours, and some have decreased services provided. Don’t think that anyone is happy about not being able to help sick or injured pets, we are just stretched to the limit, exhausted, and in some cases, completely burned out. Add in stressed and distressed clients (the entire world has been in a pressure cooker for the past two years, so no surprise here) who aren’t getting the experience they expect, and they lose it on us. It’s a perfect storm that shows no signs of stopping.

But, I don’t want to be all gloom and doom. There are still many amazing clients and animals, incredible success stories, and satisfaction in a job well done. Unfortunately, the human brain tends to focus on the few negatives, rather than remembering that snuggly puppy, the thank you card with cookies, or the nice compliment given at checkout. I see veterinarians and members of the veterinary industry creating innovative solutions and providing incredible support to others daily. I love that I still interact with my veterinary classmates several times a week, and sometimes even daily, even though we are states apart. In general, veterinary professionals love their jobs, even when it is gritty, dirty, and thankless. Talking to a classmate this morning, he mentioned treating a uterine prolapse in a cow, and how his kids thought it was pretty gross, but my response was “that sounds fun, I haven’t had to do anything like that in a while!” We’re a weird bunch, what else can I say!

Look around, and rather than jumping to the worst conclusion first, take a deep breath and consider that the person serving your lunch, running that red light, complaining about the long wait at the vet, or treating your beloved pet is just a person, a flawed human being with their own feelings, not a robot or machine, and is most likely doing the best they can in challenging circumstances. Give everyone a little grace, and remember, kindness matters.