It shouldn’t happen to a vet (but it does) – How to bounce back from a mistake
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 and veterinary errors 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; therefore, 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 failing in the system as a whole – the way that people work and interact – rather than being solely on the shoulders of the individual.
So, you made a veterinary error…
Here’s what to do if you make a mistake:
- 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.
- 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.
- 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.
- 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.
- 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.
Tips to feel better
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.
Tips to improve your knowledge
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. Here are some tips for improving your knowledge:
Identify areas of weakness – if a certain disease or field has you feeling less confident, that’s a great place to start.
Choose CPD that suits you – in-person courses, online webinars, or one-off meetings. Find what works for your lifestyle and learning preferences.
Start a Clinical Club – discussing cases or presenting knowledge you’ve recently acquired to your team can benefit everyone.
Tips to prevent a similar vet mistake
As we mentioned previously, to try to avoid future similar errors, you’ll need to assess the system as a whole. Of course, brushing up on your knowledge is sensible, but also consider:
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, but by ensuring you’re getting the latest CPD, we can help you minimise mistakes by giving the best training. Giving you the confidence to make decisions. Why not take a look at our range of courses to help you progress your clinical skills and knowledge, Vet CPD or Vet Nurse CPD?
