Signs of spring in the clinic are unmistakable: the clatter of allergy pills being counted, fresh mounds of cotton balls soaked in ear debris, and the furrowed brows of colleagues trying to cram steroid taper instructions onto a single label. The most telling sign of spring, however, is not the pollen count—it is the collective sigh of clinicians everywhere as they dive into their fourth or fifth conversation of the day about atopic dermatitis.
Approximately 33% of veterinary patients are presented for skin concerns, and dermatologic issues are diagnosed in ≈25% of patients1,2; some repetition is thus inevitable, especially when discussing allergies. By the fifth diet trial explanation of the day, it can be difficult to stay fresh, responsive, or even fully awake. This is when conversation burnout may set in—the feeling of boredom, being on autopilot, and being perhaps a bit impatient with questions.
These feelings are common and do not make you a less capable clinician, technician, or team member. I find I am most prone to conversation burnout when I am sleep-deprived, running behind, or fresh from a low-compliance consultation. Examinations on patients with allergies are complex and can take a toll on energy and emotional reserves. Conversations with owners of these patients require structure, clarity, a tailored approach, and a willingness to address misinformation.
The key to staying sharp is to stay mentally and emotionally engaged. Being mentally present can help you spot the subtle difference in cases, maintain curiosity, and avoid the numbing feeling of being on an otitis-explanation assembly line.
Following are 4 strategies to reduce feelings of burnout from repetitive conversations.
1. Attentive Listening
Attentive listening is similar to active listening with an added awareness of nonverbal cues (eg, crossed arms, a sigh after a pet is diagnosed with yet another ear infection), which, in combination with the patient history, can create a more accurate clinical picture.
Attentive listening can turn a repetitive case into a unique challenge, because no 2 clients or patients are exactly the same. Even when the signs are similar, the best approach can differ based on client preferences and budget and patient needs. Attentive listening improves patient outcomes and can help with your sense of fulfillment.3
2. Strategic Guidance
Clients want meaningful, personalized conversations. Studies show clients value collaboration and clear guidance tailored to their pet.4,5 Consider what the client already understands, their biggest concerns, and their capacity for next steps when making recommendations. Sometimes the first recommendation is not right for the pet owner or the situation, and this is okay; course-correcting is a sign you are paying attention, not failing.
Use of strategic guidance also improves time management by limiting what can realistically be covered during a consultation. Prioritizing the most relevant information and suggestions helps tailor the message, and the rest can be summarized. Personalizing information may require more effort, but it is also more mentally stimulating and builds client trust.6
3. Coordinated Support
Even with the best communication skills, avoiding conversation burnout is not a solo endeavor. Technicians and the support team are an often underutilized, especially with complex cases like allergies. Technicians with an interest in a certain topic or client care can become the clinic’s experts by providing support to clients during diet trials, managing repeat treatments (eg, monoclonal antibody therapy), triaging client concerns, and reinforcing education. Delegating tasks can help prevent burnout, empower team members, and create more fulfilling career opportunities for various members of the team.7
4. Additional Resources
A few years ago, I sat in my son’s pediatrician’s office asking the doctor to review questions from my own late-night online research. In that moment, I forgave every client who ever looked online for answers. Clients are going to read up on their concerns, and this can be a good thing. It means they care.
A client’s curiosity should be harnessed. Sticking to the essentials during an examination and then providing resources for follow-up reading can save mental energy, give clients the reassurance they are seeking, and steer them toward reliable online resources.
Conclusion
Repetition is part of the job, especially when it comes to allergies; however, powering through is not sustainable if it leads to conversation burnout and poor communication. Instead, incorporating these tools into a workflow can help make better use of your energy and allow you and your team to stay engaged.