Dr. Hannah Godfrey BVetMed MRCVS
Vets are often perfectionists – we’re used to achieving well academically and we set high standards for ourselves. So, it feels particularly cruel, not only that are we capable of mistakes, but that our mistakes have the potential to lead to serious and negative outcomes for the patients we’re doing our best to care for.
Everyone makes mistakes, it’s part of being human. In this article, we’ll look at why mistakes happen, what you should do if you make a mistake, and share some tips to help you and your team feel better after a veterinary error.
Why do mistakes happen?
It might surprise you to know that the majority of adverse events, veterinary errors, and mistakes aren’t related to a lack of clinical knowledge, they’re more often related to our non-technical skills, like communication, decision-making, leadership, prioritising our wellbeing, and performing under pressure.
No one sets out to make a mistake or cause harm, so there’s usually a reason why the action a person took made sense to them at the time. Perhaps they weren’t thinking straight because they had just been yelled at by a client, perhaps they misheard instructions from someone else in the team, or maybe they had five pets and their owners waiting in the waiting room and three operations left to perform and they were already exhausted from working eleven hours without more than a quick toilet break.
Most errors can be traced back to a problem with the system as a whole – the way that people work and interact – rather than being solely on the shoulders of the individual.
Fostering a no-blame culture
A blame culture in a veterinary setting can be really damaging for the individuals within the team, but it’s also an obstacle to moving forward as a team, learning from mistakes, and improving our patient care. In a no-blame culture, people are far more likely to come forward if they’ve made a mistake, which means they receive the support they need and a repeat event is far less likely because the team has been made aware and protocols have (hopefully) been updated.
There is, however, a downside to a no-blame culture, which is that people are not accountable for their mistakes. The ‘middle ground’ is a Just Culture, where people are accountable for their mistakes but still seen as human and treated with compassion rather than judgement.
So, you made a veterinary error…
Here’s what to do if you make a mistake:
1. Take a breath
Making a vet mistake often causes a strong emotional and bodily reaction that feels uncomfortable. Take some deep breaths and try to calm your body down. Do something to ground you – like finding something you can hear, something you can smell, something you can touch, etc. – to calm your fight or flight response.
2. Communicate with your team
Speak to your direct manager and any colleagues involved in the patient's care as soon as possible. They'll be able to adjust the treatment plan and take all possible steps to reduce any harm caused.
3. Call your indemnity insurance
A phone call to the Veterinary Defence Society, or other indemnity insurer, doesn’t just serve the purpose of protecting you and guiding you through a potential complaint, but their friendly and knowledgeable consultants can help reassure you and put your mistake into perspective.
4. Be honest with the client
It might feel like you need to make excuses to the client or cover up the mistake, but this rarely works out well. Clients value honesty and vulnerability, so by owning the mistake, giving a genuine explanation and apology, and assuring them the error will be investigated and future errors prevented, you’re likely to be met with more client understanding.
5. Assess the system
Now it's time to step back and assess the system and protocols within your veterinary team. Without judgement, as a team, consider the factors that could have led to the error, and identify areas where changes could prevent future errors.
How to feel better after making a mistake as a vet
Mistake recovery isn’t easy. Here’s what you can do after a mistake to help you and your team feel better:
Remember you’re not alone – everyone makes mistakes. Be kind and gentle with yourself.
Seek support – speak to a trusted colleague, a dedicated peer supporter, your indemnity insurer, friends and family, or Vetlife.
Attend debriefs – ‘hot’ (or warm) and ‘cold’ debriefs with team members can help your recovery. Discuss the event close to the time and again later, when emotions have settled a little.
See the opportunity – no one wants to make a mistake, but when they happen, they offer opportunities to spark change – whether that means setting up a peer support program, making debriefs a regular thing, or committing to quality improvement processes.
How to reduce and prevent vet mistakes
With veterinary errors, a lack of clinical knowledge is rarely the whole story, but equipping yourself with up-to-date information can make you feel more confident, aiding your decision-making even at times of stress or pressure. As we mentioned previously, to try to avoid future similar errors, you'll need to assess the system as a whole. Here are some tips to prevent future errors:
Make a focussed CPD plan - identify any areas of weakness within the team and let that form your CPD strategy. For example, if poor communication contributed to an error, communications training for the team could be a helpful step forward. On the other hand, if the stressful environment or short staffing is a major contributor, team training on HALT wellbeing principles or learning techniques for decision-making under pressure will be useful.
Get talking as a team - Clinical Clubs or regular rounds will help people to learn from each other and spot situations where errors are more likely to happen.
Addressing workplace culture – a blame culture (where people are judged negatively for mistakes made) is a barrier to improving the system. Curiosity without judgement should be encouraged, and staff should feel safe to speak up, addressing areas where the system falls short.Prioritising wellbeing – people can't work at their best when hungry, thirsty, tired, anxious, etc. A team with good wellbeing can deliver patient care more reliably.
Quality Improvement – regular clinical audits can allow protocols to be continuously adapted and updated.
Feeling the burden?
If you're struggling to recover from a vet mistake, consider confiding in a colleague, friend, family member, or Vetlife, who are available 24/7.
Final thoughts
Everyone makes mistakes, and there are many contributing factors. By ensuring you're getting the latest CPD, you can minimise mistakes and have the confidence to make decisions in a fast-paced environment. Why not take a look at our range of CPD courses for vets and vet nurses?
Hannah qualified from the Royal Veterinary College in 2011 and initially worked in a busy mixed practice before moving to a smaller practice and then to the locum life. She has interests in soft tissue surgery and dentistry, and is also passionate about human factors and workplace culture, leading to her work as Client Relationship Lead at VetLed.
