An onboarding training program is a structured process designed to integrate new employeesâsuch as veterinarians, veterinary technicians, support staff, and other members of a veterinary hospitalâinto the practice. This program provides the necessary tools, knowledge, and support to ensure that the new hires understand the clinicâs culture, policies, workflows, and expectations and are equipped to provide high-quality care to patients and excellent service to clients. Onboarding programs directly result from and support leveling programs (Topic 2), mentorship (Chapter 5) opportunities, and regular performance feedback mechanisms.
Consider this: What was your first day/week/month on the job like? How did it feel?
Most veterinary practices onboard and train new employees over a few days and turn them out on their own before their confidence is built. This failing experience creates fear as new team members are overwhelmed, concerned about making mistakes, and unwilling to try new things. Ultimately, these new employees leave the practice within a few weeks or months â resulting in experienced team members being burnt out and unwilling to train new team members.
Change the experience for the better by creating a program that is delivered over several months, expanding all the following core components:
1. Introduction to the Clinic/Hospital
Overview of the Organization: The practice's Mission, values, and goals.
Team Introduction: Meet and greet with colleagues, supervisors, and key personnel.
Facility Tour: A tour of the clinic/hospital to familiarize new hires with the layout, equipment, and departments.
Organizational Culture and Policies: Review company values, dress code, timekeeping, communication expectations, and customer service standards.
2. Job-Specific Training
Role Expectations: Detailed description of the responsibilities and duties for the specific role, whether veterinarian, technician, receptionist, or support staff.
Clinical Skills Training: This is hands-on training on specific procedures and protocols. For veterinarians, this may include diagnostics, treatment plans, and surgery protocols; for technicians, it may involve anesthesia monitoring, laboratory testing, and handling equipment.
Standard Operating Procedures (SOPs): Detailed review of daily workflows, medical records documentation, infection control protocols, and patient care procedures.
Technology and Software Training: Training on practice management software (e.g., scheduling, billing, and medical record keeping), as well as any diagnostic or lab equipment.
3. Compliance and Legal Training
Regulatory Compliance: Information on veterinary medical laws, animal welfare laws, and regulations governing practice in the relevant jurisdiction (e.g., controlled substances, licensure requirements).
Confidentiality and Ethics: Training on handling sensitive patient information in compliance with laws like HIPAA (in the U.S.), patient privacy, and confidentiality.
Safety Protocols: Proper handling of hazardous materials, emergency procedures, and health and safety guidelines, including infection control and biohazard disposal.
4. Client Communication and Customer Service
Client Interaction: Training on communicating effectively with clients, delivering bad news compassionately, and providing clear instructions for follow-up care.
Conflict Resolution: Techniques for managing difficult conversations, complaints, or client disputes.
Client Education: How to educate pet owners on preventative care, treatments, medications, and overall pet wellness.
5. Mentorship and Shadowing
Shadowing and Observation: New hires may be paired with experienced team members to observe procedures and day-to-day operations in action.
Mentorship Program: Regular check-ins with a mentor or supervisor to provide guidance feedback, and address questions or challenges.
6. Cultural and Team Building Activities
Team Integration: Activities to promote team bonding and collaboration, such as team lunches, meetings, and wellness initiatives.
Performance Feedback: Regular feedback sessions to discuss progress, clarify expectations, and set goals for future development.
7. Continuous Learning and Development
Ongoing Education: Opportunities for continued professional development, including access to conferences, workshops, online courses, or in-house training programs.
Assessment and Progress Tracking: Regular performance evaluations assess skill development, address gaps, and ensure new hires meet their training milestones.
8. Performance and Feedback
Progress Check-ins: Regular assessments with supervisors to review progress, address concerns, and ensure the new hire feels confident in their role.
Feedback Loop: Mechanisms for new hires to provide feedback on the onboarding process to improve it for future employees.
Example Timeline of Veterinary Onboarding (1â3 Months):
Week 1: Introduction to the practice, team, and essential operational tools.
Weeks 2â4: Hands-on training, role-specific tasks, observing senior staff, basic compliance training.
Months 2â3: Shadowing and mentorship, more advanced tasks, feedback sessions, increasing responsibility.
A well-designed onboarding program equips new employees with the skills and knowledge to succeed in their roles, fosters a positive work environment, reduces turnover, and ensures high-quality patient care and client satisfaction.
