For many veterinary teams, the process of the CMA investigation has proven to be a stressful and confusing experience. With so many differing perspectives on the future of the profession, it’s no surprise that vet teams are overwhelmed.
While the group begins the rollout of its remedy package for the sector, it is likely that much of this anxiety will remain. How you communicate these changes to your team will prove essential to team morale and engagement.
Know your team
Every team responds to change differently and, as a leader, you will be best placed to understand how to share this with your colleagues. However, it is key that you begin communications as early as possible to prevent speculation and isolation.
For many practices, a team meeting can be a fair and proactive way to start a discussion. By being physically present in these meetings, you will offer reassurance, demonstrate leadership and connect more efficiently with your team.
You may choose to integrate relevant information into your regular meetings, or host a series of short, CMA-specific meetings as changes are decided.
Following these, it is beneficial to adopt an open-door approach. This will give all team members, especially those who are more reserved, the opportunity to ask considered questions about the remedy package and how this will affect them.
Regardless of your approach, it is important that you invite a two-way dialogue between you and your team. Encourage your team to participate in their practice’s future by asking questions and making suggestions.
Clear communication
Amidst the confusion of countless announcements and news articles, clear communication is needed now more than ever.
Before you share any information with your team, it is vital that you thoroughly research the topic. You should carefully read through the materials published by the government, regulators and leading veterinary groups to ensure that you fully understand what the changes will mean.
You will also need to carefully consider how you share this information. The implications of the investigation are too complex to be communicated in one meeting or newsletter, but ‘drip-feeding’ could be time-consuming and frustrating.
The most obvious way to structure the information is by its proposed deadline (remember that independent practices have different deadlines to large veterinary groups). However, you should also consider how each remedy will impact your team. Take the time to note what is relevant and what might overcomplicate the situation.
The public nature of the investigation has sometimes created a tense atmosphere, so we recommend that you lead these discussions with empathy, rather than focusing on sharing information. Show that you understand the concerns of each individual team member, checking in with them on an emotional level as well as professionally.
Manage expectations
The main question among most of your colleagues will be the future – how will this affect me? You should be prepared to set out a sensible, timetabled timeline of any factors that could impact your team, directly or indirectly.
If an action point will impact one or a small group of colleagues specifically, consult them individually before bringing it to the group. This prevents them being ‘blind-sided’ by new information and gives them the space to process new information independently.
Remember that you must be certain about any changes or plans before you announce them. While some amendments will be unavoidable, repeated corrections and takebacks will only create more confusion and mistrust. If you don’t have the answers, it is always OK to say ‘I’ll get back to you on this’.
A final thought
For many practice managers, the CMA investigation has felt like completely uncharted territory. The publicity of the process, and the CMA’s promise of ‘fundamental changes’, has made for a high-pressure, overwhelming environment.
Remember to look after yourself throughout the process. Take as much time as you need to understand how the changes will impact you, your team and your practice – and ask for help if you need it.
We encourage independent practices to get in touch with us if they have any concerns with the process: enquiries@fivp.org.uk
