Dogs and Going to the VetDecember 28, 2015For your clients. “You can’t teach an old dog new tricks.” You’ve heard this line so many times that you’re almost convinced there’s no helping your adult dog’s demeanor every time he goes to the veterinarian. You know how it is. The minute you and your dog walk into the clinic, he starts barking up a storm at the other animals in the waiting lounge. The minute you and your dog walk up to the veterinarian, he snarls bloody murder. The experience is both embarrassing and exhausting. But while it is true that it’s easier to curb behavior during puppy stage, your adult dog is never too old to learn. All you need is a plan. Going to the Vets Before you can draft a plan, you have to first look into the root of the problem. There should be a reason why your dog lacks the social skills necessary for a comfortable routine check-up. Put yourself into his paws. Your Pet versus Other Pets According to Dr. Dawn Ferera, associate veterinarian at Eastern Shore Animal Hospital in Chestertown, Md., “Your pet is likely to be reacting to …
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Environmental Sustainability Issues in the Veterinary IndustryDecember 23, 2015We’ve all been in those pharmacy law meetings. Sitting with hundreds of fellow veterinarians, we listen to all the new regulations we must follow to maintain our right to practice. Most of the time we end up saying to our colleague nearby, “Oh man, I didn’t know that. Did you?” Starr Miller, RPh, DICVP, and Sue Duran, RPh, DICVP, Phd of Auburn University have the task of leading those meetings in Alabama. They provide a great service in an admirable fashion. But, they are keenly aware of the frustration felt by the practitioners they’re speaking to. In a recent interview, they both agreed, “We know it’s aggravating to maintain compliance with the growing list of regulations. Still, understanding their role in protecting public health, veterinarians step up and do what’s necessary.” When you add Occupational Safety & Health Administration (OSHA) and EPA regulations, practicing veterinary medicine can make you feel like you’re walking through a minefield every day. Environmental Stability a Central Part of Veterinary Ethics By browsing
Declawing and CyberbullyingDecember 23, 2015Originally published in the December 2015 issue of Veterinary Practice News. Did you enjoy this article? Then subscribe today! I’ve been blogging since 2005, so I think I know a thing or two about cyberbullies. These are typically kind, well-meaning people who, when armed with a keyboard and a screen and a cause to fight for, can suddenly turn into trolls. A troll, according to the Urban Dictionary’s top definition, is “One who posts a deliberately provocative message to a newsgroup or message board with the intention of causing maximum disruption and argument.” These are the people who got loose in August and initiated what the American Veterinary Medical Foundation called “a vicious cyberbullying attack,” one that “disrupted and contaminated” its third annual America’s Favorite Veterinarian contest. After some finalists endured online harassment surrounding the issue of declawing, the contest was called off September 1. The 20 veterinarian finalists were given certificates of appreciation and the charity’s heartfelt apology. The contest, as conceived in its first three years, would not go on. A new way to determine America’s Favorite Veterinarian would have …
Ups and Downs of DIY Veterinary Wellness PlansDecember 22, 2015Originally published in the December 2015 issue of Veterinary Practice News. Did you enjoy this article? Then subscribe today! Wellness plans may be a good way to expand your practice or offer clients more products and services, but before plunging in a bit of forethought may be the best prescription for your veterinary practice. “Wellness plans can help expand a practice’s growth in areas using a very strategic approach,” said Carol McConnell, DVM, MBA, vice president of underwriting and chief veterinary medical officer for Nationwide pet insurance. Dr. McConnell’s recommended approach is as follows: If your practice wants to perform more dental cleanings, then develop wellness plans that cover only pre-anesthetic blood testing, dental radiographs, teeth cleaning and possibly extractions. Want to make geriatric care more affordable? Create senior plans and promote them to owners with pets over a specified age. If your practice would benefit by bringing old clients back into the fold, then use wellness plans for catch-up visits and promote and contact pet owners who have not been to the practice in the last …
5 Statements That Secretly Irritate Your Veterinary ClientsDecember 16, 2015Originally published in the December 2015 issue of Veterinary Practice News. Did you enjoy this article? Then subscribe today! Each employee at your veterinary hospital may interact with 30 or more clients daily. Certain word choices could secretly irritate clients. Here are five common phrases to avoid and positive alternatives that create five-star client experiences. 1. “I’m taking your pet in the back.” A client brings her senior dog to your veterinary clinic for a preventive care checkup. The technician discusses the need to perform a senior preventive screen. When the client agrees, the technician explains that she will collect blood and urine samples so lab results can be discussed during today’s exam. The phrase “in the back” may cause the client to worry about what will happen behind closed doors where she is not allowed. To reassure clients, say, “I’m going to take your pet to the treatment area where a technician and I will collect the blood and urine samples. While I am with your pet for a few minutes, I’ll let you read the brochure about our preventive screen. …
What is Faith’s Place in Veterinary Medicine?December 14, 2015Originally published in the December 2015 issue of Veterinary Practice News. Did you enjoy this article? Then subscribe today! I’ve been crisscrossing these United States (along with many others) espousing the belief that the two bookends of today’s and tomorrow’s successful practice are high-quality veterinary care and compassion for and the emotional care of the pets that come to our practices. But I’m wondering if another ingredient is needed to create the perfect recipe of happy, healthy pets, pet owners and veterinary team members. The special ingredient I speak of is not a mystery. In fact, it’s almost universally known and widely accepted across these United States. I’m talking about faith. I’m far from a religious zealot. In fact, my basic practices fall woefully short as I’ve never read the entire Bible, there are days I don’t pray, and too often it’s “My will be done” vs. “Thy will be done.” In church I’m still in grade school when it comes to knowledge of scripture and I’ve never been asked to be in the choir, but I do love the time during …
Does Your Veterinary Practice Have a Code of Conduct?December 8, 2015Veterinary clinics are busy places full of hardworking people. We represent a compassionate industry; unfortunately, burnout and fatigue are common problems amongst veterinarians and hospital staff. Maintaining a healthy culture begins with the leadership. It is important to remember that the leader creates the culture — he or she is not in the culture. That said, all team members play a role in maintaining the culture. One way to create and maintain a healthy culture is to establish a set of standards for behavior, also known as a "Code of Conduct." What is a Code of Conduct? This set of rules and obligations help shape the way each person thinks and feels about their job performance each day. If your veterinary practice does not already have an obvious code of conduct in place, begin by reviewing the hospital manual. In theory, these already exist somewhere in the manual and just need to be extracted and outlined. All new employees should be introduced to this code of conduct before being hired. In fact, it is a great idea …
How Many Vet Visits Does a Puppy NeedDecember 1, 2015Some people may not realize this, but getting a puppy spells a three-way relationship between you, your puppy, and your veterinarian. After all, pet care doesn’t stop when your puppy reaches a certain age or when he seems to be healthy and in shape. Pet care is a lifelong commitment to your puppy’s health and well-being. This kind of commitment is what your veterinarian can gladly help you with during and well beyond the first crucial months of your puppy’s life. “In my opinion, the most important thing that you get at the vet’s office is the expertise of the vet when they examine your puppy,” said Dr. Krista Magnifico, DVM, Founder of Pawbly.com and owner of the Jarrettsville Veterinary Center in Jarrettsville, Md. “The real value lies in talking to the vet [and] listening to their advice.” This open communication makes it easier for you to avoid health issues in your puppy before they even start. When Do You Take a Puppy to the Vet for the First Time? Even if your new puppy comes with documentation of up-do-date shots, you still want to take him to your veterinarian …
Managing the microchip messNovember 30, 2015If you’re a semineurotic pet owner like me, you’ll have microchipped all your pets by now. But even if your policy has gone the way of the cobbler’s kids shoes, you’ll have implanted thousands of these tiny bioglass-coated RFID devices into your patients.
How to Support Your Veterinary ReceptionistNovember 23, 2015Originally published in the November 2015 issue of Veterinary Practice News. Did you enjoy this article? Then subscribe today! Receptionists are the face of your veterinary hospital. They play the starring role in every client experience — from scheduling exams to check-in and checkout. Your client-service team also spends an abundance of time with clients in the lobby. Research from 10,000 small animal practices participating in a 2010 online American Veterinary Medical Association study showed that a client waits 19 minutes during a busy part of the day before being escorted into an exam room at a five-doctor practice. The same client waits 10 minutes to check out. A client’s wait time totals 29 minutes, which is longer than the length of a typical exam. Clients spend more time with the front-desk team than with medical staff. Give your client-service team the support and resources it needs to create positive client experiences. Here’s how. Install a wireless doorbell so front-desk staff can holler, “Help!” Animal Hospital of Richboro in Richboro, Pa., has a wireless doorbell at the front desk …
