Veterinarian 31 South 2nd Ave Highland Park, NJ 08904 Phone: 732-247-3737 Email: email@example.com
Dr. Madan Kharé has been a practici veterinarian for 35 years. He is the owner of Highland Park Animal Clinic and director of VetMedConsulting.com, located in Highland Park, (Central) New Jersey.
He obtained his doctorate in veterinary medicine from AgraUniversity in India, where he was recipient of five gold medals for his scholastic achievement. He also obtained his two-year diploma in Administration (supervisors training) based on University of Illinois Land Grant Outline.
After successfully passing with the highest score in the competitive exam, he obtained his 2 years Masters degree in Veterinary Microbiology from Indian Veterinary Research Institute (Agra University, India).
He taught Microbiology at the College of Veterinary Medicine in Agra, India for one year. Dr. Kharé completed further studies in veterinary medicine at the College of Veterinary Medicine, University of Pennsylvania, and Animal Medical Center of New York City.
Dr. Kharé is an AAVSB RACE as well as State of Florida DBPR approved continuing education provider. He is a member of AVMA, and NJVMA and is a practice management consultant.
Dr. Kharé obtained his Masters and Ph.D. degrees in Microbiology from Rutgers University, New Brunswick, New Jersey. He completed his post-doctoral studies at Rutgers in Microbiology. While at RutgersUniversity, he taught undergraduate and graduate courses for five years in Biology, Microbiology, and Mycology. He also served in charge of diagnostic lab and Assistant Coordinator for the NE76 Grant at Rutgers Agriculture Experiment Station. He served as an acting pre-vet student advisor in the Department of Animal Science at RutgersUniversity.
Dr. Kharé was director of the virology lab at NJ State Department of Human Health; was research immunologist at Princeton Diagnostic Lab; and director of research and development in Millsboro, Delaware.
He was a member of the Economic Development and Financial Committee of the Borough of Highland Park. In June 1992, Dr. Kharé received a plaque from Borough of Highland Park for delivering faithful services to the people of Highland Park.
In 1992, NJ Governor Florio appointed Dr. Kharé to the Governor’s Advisory Council for Human Lyme Disease for a four-year term.
He was advisor and consultant to the mayor of mayor of FranklinTownship, NJ.
In 1993 he was presented with a Key to FranklinTownship, New Jersey in recognition of his outstanding community service.
Dr. Kharé was Executive Editor of a weekly newspaper in SomersetCounty (population 55,000), New Jersey, The Somerset Spectator. He was also Publisher and Executive Editor of a 90-100-page international computer magazine, Clarion for Windows Journal. He has also published popular articles in DVM Newsmagazine and Veterinary Economics. He was publisher and editor of a monthly online newsmagazine Highland Park Today; and an online veterinary practice management newsmagazine. He has also been a contributor and speaker on the local radio talk show and seminars.
On March 22, 2001 Dr. Kharé testified against the Bill # A3194 in front of New Jersey Congressional and Consumer Affairs Committee on Regulated Professions.
In February 2002 he was a participant and presenter to the White House Commission on Complimentary and Alternative Human Medicine Policy in WashingtonD.C.
Dr. Kharé has written 2 research theses, over a dozen scientific publications, many popular articles, and over 150 articles and over 50 PowerPoint slide presentations on various aspects of veterinary practice management.
He has been a speaker on how to protect the veterinary practice and the patient medical record at the 2004 North American Veterinary Conference in OrlandoFlorida, the 2004 American Veterinary Dental Forum in Fort WorthTexas, and the 2008 Wild West Veterinary Conference in RenoNevada.
Dr. Kharé is the writer, designer, and developer of “PCVET”, a veterinary practice and medical management software for companion animal veterinary hospitals. He has developed programs suitable for small animal general and specialty practitioners, including specific modules suitable for Dentistry, Holistic, and House Call veterinarians. He also developed programs for Equine and Equine Dental practitioners.
Members of the PCVET Software family (PcvetUsa.com, PcvetSoftware.com, and PcvetEquine.com) are currently being used by practicing veterinarians nationwide.
In addition to working as a veterinary hospital practice management consultant, Dr. Kharé voluntarily assists his colleagues, his clients, and other community members in their personal and professional endeavors.
Can Make Your Blood Boil Don’t Let Them Get To You
DEALING WITH COMPLAINTS by Dr. Madan Khare' Veterinarian
If a client’s expectations are not met, they may choose to ignore it, complain about it, retaliate by telling others (or seek legal action!), or more likely to withdraw from the relationship. Clients often don’t complain because they think it will do no good or they are not sure how to voice the complaint. The cause of most stressful situations is poor communication!
HOW TO MASTER RECOVERY SKILLS
Dissatisfied clients have several desires:
1. To be listened to and taken seriously 2. To have you understand why they are upset 3. To receive compensation 4. To have the problem handled quickly 5. Future inconvenience avoided 6. To be treated with respect 7. Assurance it will not happen again
A FEW THINGS TO REMEMBER ABOUT COMPLAINTS AND COMPLAINERS
1. Don’t take it personally 2. If you have tried your best to satisfy, that’s all you can do 3. Don’t rehash the experience…what’s done is done 4. Use every client contact as an opportunity to improve your professionalism 5. Clients want to remain your client 6. Clients are giving you another opportunity to make it right 7. Most clients want to be fair, if they feel they are being treated fairly
STRATEGIES FOR CONTROLLING ANGER INCLUDE
1. Choose not to return aggression for aggression. 2. Acknowledge feelings and emotions. 3. Ignore the excessive, erroneous, sarcasm, and exaggerations. Choose what you respond to. 4. Don’t pass the buck.
PROTOCOL FOR HANDLING COMPLAINTS
1. Isolate the client. 2. Give the client your undivided attention. Document. 3. Don’t assume anything. 4. Stay calm. 5. Acknowledge the client’s anger. 6. Listen actively. 7. Involve the client in finding a solution. Suggest alternatives. 8. Never leave the problem unresolved. 9. Thank the client for bringing the problem to your attention. 10. Do something extra. 11. Follow-up.
CLIENT COMPLAINTS: Blame it on someone/something not associated with your clinic. Some examples would be:
DON’T: Be defensive, take it personally, deny it, make excuses, judge, blame, bring up the past, blame it on “company policy.”
COMPLAINTS: What to do
DO: Choose your words carefully avoiding negativism, only say what you can do, acknowledge any truth to the complaint, avoid actions that worsen the situation, provide a timeframe for action, offer alternatives, find someone else to solve the problem if you can’t.
ABUSIVE LANGUAGE SHOULD NOT BE TOLERATED.
Remind yourself that the anger is directed at the system, not you personally. Since we cannot control the other person’s thoughts, words, or behavior; we must control our own. Let the client know you will handle the problem in a mature manner: “It is impossible to continue the conversation as long as you use abusive language, what would you like for me to do?”
There is magic in listening and agreeing. Clients tend to calm down if they feel you are looking out for their best interest. They also tend to be less vulgar when they see you documenting on paper.
This group of people always look for someone else to blame, never admit fault or take responsibility, have strong ideas of what others should do, and complain at length. Some strategies include listening actively, establishing the facts, resisting the temptation to apologize, force the complainer to pose solutions, and determine the client’s value to the practice. Firing undesirable clients can sometimes result in respectful, good clients. Be firm and set conduct guidelines of courteous handling of future problems. If the client threatens legal action, stop trying to resolve the problem. Implied promises make a reasonable settlement difficult. Instruct the client to speak with your attorney.
It is important to remember that complaints are good for the practice in that the client is allowing us the opportunity to make it right. It also allows us to know problems that can also affect other clients, even though they may not totally defect from the practice. It is comforting to know that most client complaints have positive resolutions that can result in clients that are more bonded to the practice than even before the complaint was made known.
ANGER MANAGEMENT By Dr. Madan L. Kharé Veterinarian (First Published In 2005)
I recently spoke to a veterinarian’s wife who decided to call me after she read my last article. We had a long conversation, but basically what she told me was that for the last few months, her husband has been growing angrier and angrier. Everything makes him angry, whether things are right or wrong. At first she thought that there were problems only at home, but to her surprise, she found out that her calm, likeable and personable husband had become unbearable at work also. As a matter of fact, a few of the staff members were planning to quit. Her husband wouldn’t talk to her and he downright became very abusive verbally, and sometimes, physically, toward humans or animals. When asked what’s going on, he would not say.
Does this sound familiar to you? Well I bet most of us have gone through or are going through this, to some degree, one way or another, at one time or another.
Some of you might remember the famous alleged animal abuse case against a veterinarian in the state of New Jersey that ruined his career and his life. In another case, the veterinarian put his own child into an animal cage.
What was the reason?
The answer is very simple: ANGER.
We live in a very angry society. And veterinarians are not immune.
The definition and origin of anger is very complex and is beyond my realm of expertise, even though I have two years of non-degree psychological training. Physicians, psychiatrists, psychologists, social workers, and neurologists all have a different definition, increasing its complexity.
To continue the story of the veterinarian’s spouse, I called the veterinarian and at first his reaction was, you guessed it, anger. He told me that it’s none of my --- business. However, after several calls and negotiations, he finally agreed to talk to me. He agreed to have an open staff meeting at his hospital. I told him that his wife and two teenage children must be included.
All the staff members openly expressed their feelings at that meeting. They said that lately “Dr. Smith” has been acting very mean, vengeful, bitter, accusatory, paranoid, resentful. Nothing pleases him. He’s been sarcastic, insulting, and openly critical, finding fault with everything and everyone.
His wife and children expressed the same things. No one could understand the turnaround in his behavior. Finally, it was Dr. Smith’s turn. I told him, be honest to yourself. You are a professional, a diagnostician. Tell me the real reason why your behavior has changed. He took a deep breath, looked straight into my eyes, and said, “Madan my father died at the age of 60 from a massive heart attack. And do you know how old I am? I am 59 and a half. And I’m approaching 60 very soon.” Unable to hold back his tears, he got up and left the room. I was not surprised to hear the stunned gasps of several people in the room. His wife, children, and a few staff members started crying.
It was quite a revelation.
Well, to cut the story short, Dr. Smith went through several rigorous diagnostic procedures. Blood tests, stress test, x-rays, angiogram, endoscopy, and colonoscopy. And guess what. They did find something. It was not heart disease. But he does have gastroesophageal reflux disease (GERD) and he was immediately put on the purple pill. And his heart symptoms have disappeared. Dr. Smith, with the memory of his father’s death, and having symptoms of heartburn, wrongfully assumed that he also had the fatal heart disease and that generated his fear. And that fear turned into anger. But there was a happy ending and Dr. Smith is now happy as a clam. He gave his staff a hefty raise, bought new equipment, and is thinking to renovate his hospital. (I was also happy with my consulting fee.) He also decided to take a week off this summer and spend some time with his kids. Now his wife has only one complaint-that Dr. Smith is behaving like a teenager again. Oh well.
The veterinary business is an extremely competitive client and service-oriented profession. It’s like being on the witness stand 24/7, with the feeling one must “perform or perish”. This situation is compounded by the fear of financial failure, professional letdown, with numerous negativity and situations, consisting of the “what ifs” when dealing with clients, animal care, and practice management.
Anger is an emotion that varies in its intensity-it could be just a mild irritation or it could spew out as viciously as a volcano. No one knows its exact origin but it could be innate, genetic, hormonal, or learned behavior; or it could be triggered by frustration or certain environmental situations which are beyond our control.
The bottom line is, no matter what the reason, you must understand and know how to handle anger before it controls and destroys you. Every psychologist, therapist, and patient knows that realizing the problem is 90% of the cure.
Veterinarians are experienced with the training of problem solving in animals. There is no reason why you can’t use the same training to solve your own problems.
What I’m trying to say is, take yourself out of the scenario and utilize your diagnostic training to analyze the situation. Ask yourself, what’s the history? Where did it originate? What could be the reasons? Write down the rule ins and rule outs. Think about prevention, control, and how it can be treated. Some of you might say, “but I’m not a psychologist or physician”. I politely disagree with you. You are trained, so use your training. The only difference is the environment.
Following are a few self-help pointers. They may vary from person to person.
1. Avoid situations and environments that instigate aggression, belligerence, or violent behavior.
2. Instead of angry outbursts, calmly express your feelings for a more productive outcome.
3. Make a conscientious effort to explain your feelings and to understand others.
4. Put an end to thoughts of hostility. Obsessive and irrational thinking or repeatedly talking about the situation will only increase and prolong your feelings of anger.
5. Don’t allow yourself to use your temper to get your own way.
6. Reward yourself for controlling your temper; punish yourself if you show anger, aggression, or abuse.
7. Make efforts to atone for your angry behavior.
8. Reduce your frustrations by knowing your trigger points. Evaluate what sets you off as well as what works to maintain self-control.
Strategies to keep anger at bay:
1. Take deep and long breaths.
2. Go for a walk outside and look at the sky.
3. Do some stretches or other exercises that will reduce the tension in your body.
4. Find a distraction (listening to music, meditation, or humor) to help curb your anger.
5. Grab a piece of paper or get on your word processor and put your thoughts in writing.
6. If you believe in a higher power, spend time in prayer.
7. Role reversal-consider how you would feel if someone was angry at you.
8. Invite open discussions with your family and staff members. Ask them “how am I doing”.
9. There are tons of books on the subject available. You can go to places like Barnes and Noble or Borders where you can relax with a latte and read them for free.
10. If all else fails, don’t be embarrassed or afraid to get help from a professional counselor.
Anger is a very complex human emotion and has various shapes, sizes, and colors. Sometimes it’s very difficult to understand and control.
Personal and professional stresses affect not only your performance at work; they also have a tremendous effect on your family life. Therefore, making efforts to control your anger will lead to a smoother work environment as well as peace and harmony with your family and loved ones.
You are a member of a unique, problem solving oriented professional community. Recognize if there is a problem, zero in on your target, and go for it. Believe in yourself.