Performance feedback refers to providing constructive information to team members about their job performance, including veterinarians, credentialed veterinary technicians, assistants, and receptionists. The goal is to reinforce strengths, address improvement areas, and align individual performance with the practice's goals and standards. This feedback should relate to and incorporate the behaviors demonstrated with the practice’s vision, core values, and purpose/mission statements. Additionally, feedback must be provided on clinical skills, client interactions and service, teamwork, self-accountability, adherence to protocols, and practice efficiency.
Key Components of Performance Feedback in Veterinary Settings:
1. Clarity and Specificity:
Feedback should focus on specific behaviors or outcomes, such as surgical technique, communication with pet owners, or record-keeping accuracy.
2. Constructive Approach:
Positive reinforcement for tasks done well and constructive suggestions for improvement.
3. Timeliness:
Delivered promptly after events or evaluations, so actions and outcomes are fresh in the employee's mind. Waiting several weeks or months builds resentment in the person having to provide the feedback, and the poor behavior that must be addressed continues to strengthen (which likely influences other team members). Commit to providing feedback within 24 hours that initiates a positive outcome.
4. Relevance to Goals:
Aligned with the practice’s mission, such as improving patient care, enhancing client satisfaction, or increasing operational efficiency.
5. Two-Way Communication:
Encourage staff members to share their perspectives, challenges, and suggestions for improvement. Seek to understand the situation before openly criticizing.
6. Actionable Recommendations:
Provides clear steps or resources for improvement, such as additional training, mentorship, or revised workflows.
7. Regular and Consistent:
It may occur during scheduled performance reviews, team meetings, or one-on-one coaching sessions (Chapter 5), and it is supplemented by informal feedback.
Informal feedback refers to spontaneous, casual, and unstructured communication that provides insights or observations about someone's performance, behavior, or efforts. Unlike formal feedback, which typically occurs during scheduled reviews or evaluations, informal feedback happens in the moment and is often conversational.
Benefits of Effective Performance Feedback:
Improved quality of patient care.
Enhanced team morale and collaboration.
Better client satisfaction and retention.
Personal and professional growth of veterinary staff.
Reduced errors and increased efficiency in practice operations.
Performance feedback can help veterinary practices thrive by creating a culture of open communication and support. It can also ensure patients' well-being and their owners' satisfaction.
