Change is inevitable in any business, and veterinary hospitals are no exception. Whether you’re implementing a new protocol, updating policies, or introducing a new service, how you manage the change determines its success. Drawing from John Kotter’s 8-Step Process for Leading Change, here’s how you can guide your team through transitions effectively.

  • Create a Sense of Urgency
    Before implementing change, your team must understand why the change is necessary. This involves addressing pain points or highlighting opportunities the change will solve.

    • Example: If introducing a telemedicine service, explain how it meets the increasing demand for convenience while boosting client satisfaction and hospital revenue.
    • Action Item:
      • Host a team meeting to present data and client feedback that support the need for change.
      • Share a vision of how this change benefits clients, pets, and the team.
  • Build a Guiding Coalition
    Identify key team members who are influential and respected by their peers. These champions will advocate for the change and help others embrace it.

    • Example: If implementing a new dental procedure protocol, involve a senior technician or associate veterinarian passionate about dental care to lead the charge.
    • Action Item:
      • Form a change leadership team that includes representatives from various roles (DVMs, techs, front desk staff).
      • Assign specific responsibilities to each member to help drive the initiative.
  • Develop a Vision and Strategy
    Clearly articulate what the change entails and why it’s happening. Develop a strategic plan outlining how to achieve it.

    • Example: Your vision might be to become the most trusted provider of cutting-edge pet care in the area, with telemedicine as a key service.
    • Action Item:
      • Write a concise mission statement for the change initiative.
      • Break the strategy into manageable steps with deadlines.
  • Communicate the Change Vision
    Regular and transparent communication is essential. Explain the change through multiple channels—meetings, emails, and informal conversations—to ensure everyone is on the same page.

    • Example: Send a newsletter detailing the new protocol, why it’s important, and how it will be implemented. Hold Q&A sessions to address concerns.
    • Action Item:
      • Create a FAQ document to answer anticipated questions.
      • Schedule regular updates to track progress and keep the vision front of mind.
  • Empower Broad-Based Action
    Remove obstacles that might hinder your team from embracing the change. This could involve providing additional training, updating outdated systems, or adjusting workflows.

    • Example: When introducing a new inventory system, ensure all staff members receive thorough training to feel confident using it.
    • Action Item:
      • Identify potential barriers and address them proactively (e.g., staff concerns, time constraints).
      • Provide resources such as training sessions, manuals, or online tutorials.
  • Generate Short-Term Wins
    Celebrate small successes to build momentum and show the team that the change is making a difference.

    • Example: After implementing a new client communication tool, highlight a week where client satisfaction scores increased.
    • Action Item:
      • Track and share metrics demonstrating early wins.
      • Recognize individuals or teams who contributed to these achievements.
  • Consolidate Gains and Produce More Change
    Don’t let up after initial successes. Use early wins as a foundation to push further improvements and embed the change into the hospital culture.

    • Example: Expand a successful telemedicine rollout to include post-surgery follow-ups or behavioral consultations.
    • Action Item:
      • Continue to collect feedback and refine the process.
      • Share stories of how the change has positively impacted patients and staff.
  • Anchor New Approaches in the Culture
    To ensure sustainability, the change must become part of your hospital’s identity. Celebrate how the new protocol or service aligns with your hospital’s mission and values.

    • Example: Include the new telemedicine service in staff onboarding and client marketing materials as a standard part of care.
    • Action Item:
      • Incorporate the change into policies, job descriptions, and training.
      • Publicly acknowledge how the change reflects your hospital’s commitment to excellence.
Conclusion
Leading change in a veterinary hospital requires intentionality, clear communication, and team collaboration. By following Kotter’s 8-step process, you can ensure that your team is not only prepared but excited about the opportunities that change brings. Remember, change management isn’t a one-time event—it’s an ongoing journey to improve your practice, enhance patient care, and create a thriving workplace culture.

Start small, celebrate successes, and build a foundation for sustainable growth. With a thoughtful approach, change can become your hospital’s competitive advantage.