In the Literature
Linklater A. Evaluation of the implementation, frequency of use, type, and impact of veterinary emergency service pause systems. J Vet Emerg Crit Care (San Antonio). 2024;34(5):455-464. doi:10.1111/vec.13410
The Research …
Increased demand for veterinary care has led to large-scale staff shortages and reduced access to care for clients.1,2 During the early phases of the coronavirus disease (COVID-19) pandemic, medical professionals experienced significant stress caused by rising caseloads, staff shortages, and resource consumption. Veterinary emergency service pause systems (VESPS; ie, purposeful pauses and/or reductions in provided services) were instituted in an attempt to address these challenges.
This study surveyed 1,168 members of the Veterinary Emergency and Critical Care Society to determine the prevalence, frequency, and impact of VESPS on veterinary professionals between September 2020 and December 2021. VESPS were implemented by 74% of emergency clinics, with 62% using VESPS at least once per week. Excessive caseloads and staff shortages were the most common reasons for VESPS initiation. A majority of respondents used an illness severity scoring system and staff:patient ratio to determine when to initiate a pause, with 94% of respondents stating the intended goal was to allow time to manage the current caseload.
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Although respondents perceived VESPS as necessary to maintain patient care, focus on hospitalized patients, and minimize staff stress, 69% indicated no, slight, or moderate effectiveness. Increased client complaints and frustration (77%) and staff stress from denying care (57%) were reported. Despite these challenges, VESPS were generally supported by staff.
... The Takeaways
Key pearls to put into practice:
VESPS are commonly used to manage staff shortages and excessive case volume in emergency settings, appear to help staff focus on existing patients by limiting new case admissions, and were used by ≈75% of study participant clinics.
Although most staff support use of VESPS, stress remains a concern, especially when denying care to new patients. Additional mental health support is needed in emergency settings.
Clients experience frustration when their pet is denied care or they are diverted to a different facility. Clear, proactive communication about why service pauses are necessary and where to go for service may help reduce client dissatisfaction.
To maximize VESPS efficacy, clinics should continuously evaluate and refine systems to better balance patient care, staff well-being, and client expectations. VESPS can be useful but are not long-term solutions for rising caseloads and staff shortages in veterinary medicine. Ongoing efforts to recruit, train, and retain emergency staff are paramount to sustaining high standards of patient care.
When COVID-19 hit the United States in March 2020, veterinary professionals found themselves in the unique role of being essential but without the same support structure afforded human medical counterparts. As the number of patients seemed to increase, supplies decreased. Colleagues covered shifts as others quarantined. Clinicians stood in the rain and snow to discuss cancer diagnoses with clients through car windows. Everyone did their best to preserve client relationships and staff health. How did clinicians cope with COVID-19?
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