Section 6: Team Optimization Strategies

Top 3 Takeaways

1.  Team optimization relies on frequent, timely, and accurate intrateam and interteam contact that focuses on problem-solving to support an efficient and effective referral process from beginning to end.
2. The well-being of team members directly impacts the overall functioning and effectiveness of a veterinary team, making it critically important that the referral process embraces a healthy working partnership between the PCT and SCT.
3. Empowering key roles within the referral process on both the PCT and SCT maximizes the outcomes for clients, patients, and the veterinary team.

Team Optimization

Team optimization reflects the most effective use of time, resources, and personnel throughout the referral process within the PCT, within the SCT, and at both teams’ interface. Optimization also means understanding the different roles that members of the veterinary care team (e.g., CrVT, VTS) can play to free up the veterinarian for other tasks. Providing team members with autonomy, resources, support, and encouragement to optimize their role within the referral process fosters team engagement and efficiency and improves outcomes for patients, clients, and both teams.

Primary Care Team Optimization

• Map the referral process to identify key roles (e.g., CrVT, VTS, client service representative, referring veterinarian, referral coordinator) and role interdependencies requiring coordination to support the referral process within the PCT.
• Provide the necessary training for staff within identified roles, including education on the referral process, appointment scheduling, referral form completion, and submission of supplementary medical information (e.g., medical records, diagnostics).
• Continually evaluate and refine the internal referral process by soliciting client and team feedback and making changes as required.
• Research and stay current on referral processes from various specialty practices used by the hospital to ensure the PCT’s referral process is modified as needed.
• Stay informed about which specialty hospitals have the means for specific diagnostic tests or offer certain specialties. PCTs can keep a “preferred” list of specialty practices and their capabilities for quick reference.

Specialty Care Team Optimization

• Identify a dedicated referral coordinator (often a CrVT or VTS) and map the referral process to identify additional roles and role interdependencies requiring coordination to support an efficient and successful referral within the SCT.
• Provide targeted training to ensure team members gain the skills and resources needed to facilitate the referral process within the SCT, including communication and project management skills.
• Establish appointment intake processes to facilitate prompt and accurate scheduling of the correct specialist’s appointments and ensure all necessary referral information is accessible to the appropriate SCT.
• Streamline procedures and processes specific to each specialty by regularly evaluating and refining each specialist’s workflow to ensure seamless referral handling from initiation to completion by their respective SCT.

Collaborative Opportunities for Optimization

• Conduct a collaborative review and refinement of the referral process. Members from both the PCT and SCT can comprehensively assess the effectiveness of the referral process.¹ This may require the expertise of the referral coordinator or another designated team member to conduct ad hoc surveys and gather feedback from all parties.
• Gather and share client feedback. It is important that the PCT share any feedback received with the SCT, especially if it identifies needed improvements in the process.
• Share best practices during joint meetings and/or continuing education opportunities. Address challenges, brainstorm innovative solutions, and foster relationships between the PCT and SCT to optimize the referral experience for patients and clients.

Team Wellness

Creating a supportive and healthy referral environment based on mutual respect and understanding requires equipping teams to navigate challenging situations effectively while promoting appropriate self-care.

• Provide communication training to support collaborative relationships, reduce miscommunication, proactively resolve conflict, and promote psychological safety.
• Promote a positive referral culture based on mutual respect and understanding by focusing on problem-solving versus assigning blame when issues arise.²
• Provide accessible resources for self-help and self-care to support the well-being of individual team members as needed. Options include designating PCT and SCT point persons to resolve intrateam or interteam conflicts, provide access to mental health support services, and offer team members opportunities for well-being–related continuing education and professional development.

Team Empowerment

Recognizing and empowering members of the PCT and SCT is vital for optimizing the referral process and supporting job satisfaction and well-being.^3,4

• Provide autonomy and ongoing support for team members to operate within their roles and scope of practice. This encourages initiative and problem-solving and assists by freeing up other team personnel and resources.
• Offer continuing education and professional development opportunities at the individual and team levels to enhance professional efficacy and strengthen the referral process.⁵ These opportunities can also be used to exchange updated information regarding referral to specialty care.

For more information on team optimization, see the AAHA Technician Utilization Guidelines and the AAHA Mentoring Guidelines at aaha.org.

The 2025 AAHA Referral Guidelines are generously supported by CareCredit.