Elevating Veterinary Teamwork with the Wingman Agreement and Redline Protocol

hdaly048
Apr 23
5 min read

In veterinary medicine, teamwork often means dividing tasks: who holds the cat, who runs the labs, who handles the phone. But this approach misses the point. To thrive amid the constant demands of modern clinics, teamwork must become a tactical alliance, where every team member actively supports and protects each other. Two powerful tools can transform how veterinary teams work together: the Wingman Agreement and the Redline Protocol. These concepts build a culture where support is radical and mental health is prioritized, helping teams provide care to themselves and their community.

The Wingman Agreement: Radical Support in the Trenches

The idea of a "Wingman" comes from aviation, where one pilot watches the other's "Six" or blind spot to keep them safe. My dad was a combat pilot in the Air Force and instilled in us from a very early age to look out for others. In a veterinary clinic, the Wingman Agreement means promising your teammates that you will not let them fail. It’s about being alert to their needs and stepping in before they ask for help. It's also about knowing you can ask for help or grace, and it will be given with no judgement.

What the Wingman Agreement Looks Like in Practice

Scanning the Radar

This means noticing subtle signs when a teammate is struggling. For example, if a vet’s voice sounds strained after a tough euthanasia or if a CSR seems overwhelmed by multiple lines ringing at once, the Wingman steps in.

The No-Ask Assist

Instead of waiting for a request, a team member might start a treatment, answer a phone call, or handle paperwork when they see a colleague under pressure. This proactive help keeps the workflow smooth and reduces stress.

Psychological Safety

The Wingman Agreement creates a space where team members can admit when they are struggling without fear of judgment. Saying "I'm hitting an Orange score" (a term from the Redline Protocol) becomes a signal for support, not criticism.

When a veterinary team embraces the Wingman mentality, the silos of a busy day fade. The team becomes a flight crew, watching out for each other to ensure everyone finishes the shift safely and well.

The Redline Protocol: Triaging the Human Behind the Medicine

Veterinary professionals are experts at triaging patients, but they often overlook their own mental and emotional states. The Redline Protocol treats internal stress and fatigue as vital signs that need attention.

Understanding the GP Redline Triage

The Redline Protocol introduces a simple tool: the GP Redline Triage Card. This card helps team members score their internal "Squeeze" — a combination of factors like:

Short Fuse: Feeling irritable or quick to anger
Brain Fog: Difficulty concentrating or making decisions
Phone Dread: Anxiety about answering calls or messages
Physical Alarm: Signs of exhaustion or physical discomfort

By scoring these signs, team members can communicate their current state clearly and quickly. This shared language helps the team adjust workloads, offer breaks, or provide emotional support.

Applying the Redline Protocol in Daily Practice

Imagine a vet who notices their brain fog increasing during a busy afternoon. Using the Redline Triage Card, they signal their status to the team. A Wingman might then take over phone calls or help with treatments, allowing the vet to focus or take a short break. This system prevents burnout and keeps patient care safe.

Building a High-Performance Culture with These Tools

Combining the Wingman Agreement and Redline Protocol creates a culture where teamwork goes beyond task-sharing. It becomes about mutual protection and psychological health awareness.

Steps to Implement These Concepts

Introduce the Wingman Agreement in team meetings. Discuss what radical support looks like and encourage team members to watch for each other’s signals.
Train the team on the Redline Protocol and provide Redline Triage Cards. Practice scoring and sharing internal states openly.
Designate Space an area to be able to perform the Airlock Exercise in the building that is not a bathroom.
Create regular check-ins where team members can express how they feel without judgment. Monthly meetings are great opportunities for this.
Leadership must model these behaviors, showing that it’s okay to ask for help and prioritize mental health starts at the top. This lets the team know that it's ok to say I need help.

Real-Life Example

At a busy walk-in clinic, the team began implementing the Wingman Agreement and Redline Protocol three months ago. Staff have reported feeling more supported and less isolated. One CSR shared that a vet tech noticed her increasing stress and spoke to a client without being asked, giving her a moment to catch her breath. A vet mentioned that the Redline Triage Card helped him realize when he needed a break before making an important decision. These minor adjustments have boosted morale and improved patient outcomes. Additionally, it prevented a team member from changing careers, as she was so burnt out at the start of implementation that she no longer wanted to go to work.

Why This Matters for Veterinary Teams

Veterinary work is demanding and emotionally taxing. Without strong teamwork and mental health support, burnout rates rise, and patient care suffers. The Wingman Agreement and Redline Protocol offer practical ways to build resilience and connection.

Teams that adopt these tools:

Reduce errors caused by fatigue or distraction
Improve communication and trust
Create a safer, more supportive workplace
Enhance job satisfaction and retention
Improve retention
Provide better care to their patients and clients
Increase revenue

Integrating these into your practice

If you would like more information about the Wingman Agreement and Redline Protocol, which are designed to promote a healthy and productive work environment for both you and your team, please do not hesitate to reach out. These frameworks are essential for fostering a culture of accountability, support, and wellness within your organization.

The Wingman Agreement encourages team members to look out for one another, creating a sense of camaraderie and mutual responsibility. It establishes clear expectations for communication and collaboration, ensuring that everyone feels valued and heard. This agreement can significantly enhance team dynamics, leading to increased morale and a stronger sense of belonging.

On the other hand, the Redline Protocol serves as a crucial tool for recognizing and managing stressors that may affect team performance and individual well-being. It provides guidelines for identifying when team members may be reaching their limits and offers strategies for intervention and support. By implementing the Redline Protocol, teams can proactively address potential burnout and maintain high levels of engagement and productivity.

We are more than happy to provide comprehensive training sessions and resources tailored to your specific needs. Our goal is to equip you with the necessary tools and knowledge to support your team in achieving a healthy work-life balance. Through workshops, seminars, and ongoing support, we aim to empower you and your team to cultivate an environment where everyone can thrive.

If you are interested in learning more about how the Wingman Agreement and Redline Protocol can benefit your organization, please reach out to us. We are eager to assist you in your journey toward fostering a healthier, more engaged team that can achieve great things together.