personally
“My passions ultimately drove me towards becoming a veterinarian, but when I was growing up I briefly flirted with the idea of becoming a magician. As a veterinarian, the ability to save lives, keep animals healthy, and strengthen the human–animal bond makes me realize there’s nothing more magical than that.”
“People should be so lucky as to get to be a veterinarian. The broad-based education empowers us to be successful in multiple fields and affords us the opportunity to choose how we spend our professional time.”
Julie Legred CVT
“I have worked in many areas of veterinary medicine and veterinary technology over the last thirty five years, and it is amazing how far our profession has grown and paved the way for the betterment of animals' lives and happiness, as well as improving public health issues. It is an honor for me to be a part of this advisory board to offer additional education and opportunities to grow in our profession.”
“I have had the privilege of working with a variety of animals in my career and my passion has allowed me to be involved in teaching veterinary students, interns, residents and other veterinarians. I continue to enjoy going to work every day to help critically ill dogs and cats, and love the client interactions as well. I am proud to be a part of this advisory board to help teach and spread my love for this profession to others in the veterinary community.”
Inc. Shelly Shelly Lohr Shipman Pennington Dumberth“Animals mean so much to the human condition. It is my privilege to make lives better every day! I cannot imagine myself in any other career.”
PetVet’s advisory board is here to help ensure quality content to motivate & educate Veterinarians and their staff.STAFF
t’s no surprise that veterinarians disproportionately su er from burnout, stress and other related mental health problems—especially with today’s historic sta shortages. DVMs feel the unrelenting demands of running their hospitals while caring for their patients, they work long hours and usually must bring their work home. In addition, they’re stressed and o en feel like there’s no one to turn to.
What people may not realize is that there is another group of veterinary professionals (like myself) who suffer from the same pressures on and off the job…and those are veterinary technicians.
The emotional connections vet techs make with clients, combined with our jobs’ stringent requirements, play a huge role in our personal and professional wellbeing. Because of the pressure and stress that are built into our profession, mental illness also takes a toll on vet techs.
The good news is that there are simple things we can do to stay healthy and happy in our own jobs while helping other vet techs, veterinarians and hospital staff do the same in this challenging (and rewarding) field. After all, most of us knew what we were getting into in the first place!
permission to binge watch a show or start a hobby? Whatever it is, just do it!
performance, exhaustion, a high level of frustration, impatience with co-workers and lack of motivation. It can also be feeling isolated, embarrassed about your mistakes and hopeless. If you recognize that a few of these have become a constant for you, in and out of work, it’s time to do
include consistently
In a profession like ours, it’s easy to get up, go to work, go to bed and then start over again. Because we put our clients’ needs first, it’s easy to forget our own. That’s a mistake! Take a few minutes (or hours) to remember what brings you joy. Maybe it’s listening to music and starting your day with that one song that makes you sing. Maybe it’s hitting the gym rather than berating yourself about the membership you’re wasting. When was the last time you gave yourself
Once you recognize your own emotional and physical state, look around. Start to notice troubling signs like isolation and depression among your colleagues and model breaking the stigma of talking about it. Listen to them. Be open about the little (and big) uplifting or calming things you’re doing to find satisfaction and joy. Encourage them to check out the array of in-person, virtual and online mental health resources available.
Many employers offer an Employee Assistance Program (EAP) that provides a confidential source for employees to use for support, including therapy. An additional resource is Not One More Vet Support Staff (NOMVSS), which is a private, peerto-peer support group on Facebook that provides members unlimited mental health support resources.
Vet techs are every bit as much on the front line as veterinarians, and the emotional connections and mental health distress they experience every day can be the same. Many of the issues these professionals face flow below the surface, and the only way to help is to speak openly about them, demonstrate healthy habits and foster supportive relationships.
Tosha Zimmerman, CVT, is the director of veterinary support training and development at Suveto, a company dedicated to vet practice ownership. She is co-founder of Not One More Vet Support Sta (NOMVSS), which supports the mental health needs of veterinary support sta .
Now is the perfect time for veterinarians to start planning and fi nding ways to manage—and possibly reduce—tax liabilities. As a successful veterinarian, you will undoubtedly pay your share of taxes, but without a solid understanding of all the tax-benefi t strategies available, you may be paying more taxes than you should.
Below is a selection of tax-saving strategies and best practices that veterinarians should consider reviewing and potentially implementing now and in the future.
One of the most fundamental concepts of year-end tax planning is deferring revenue into the following tax year and accelerating expenses into the current tax year. For example, if you are going to purchase
equipment, purchase this equipment in December versus January, whereby accelerating your deduction and taking advantage of bonus deprecation.
Additionally, review your payables and pay what you can in December instead of January. Most veterinary practices use the cash method of accounting, so when you receive money, it’s taxable revenue, and when you pay your expenses, the expenses are deductible.
Best Practice: Consider setting up a line of credit with your bank. Draw down on the line and pay additional expenses before year-end in order to reduce current taxable income. Use your January revenue to pay off the line of credit in January.
QBI is an often-missed deduction, and is also known as a “Section
199A” deduction. QBI is a tax deduction that allows eligible veterinary practices and small business owners to deduct up to 20% of their qualifi ed business income. Th is is a signifi cant tax deduction that you should be taking advantage of.
Best Practice: Manage the limitations and eligibility by carefully planning with respect to your entity structure, compensation and basis in assets.
Maintaining and contributing to a pension plan is a win-win situation. You receive a current deduction for your pension contribution, and at the same time, your monies are in a tax-deferred account growing and appreciating.
Best Practice: If you only implement one tax-savings strategy, make it a pension contribution.
Are you deducting all of your ordinary and necessary business expenses paid by your practice? These business expenses include, but are not limited to, dues, continuing education, licenses, computer, internet, advertising, phone, etc. Your practice’s reimbursement policy should follow the accountable plan standards to ensure deductibility. In short, under an accountable plan, an employer must comply with three standards:
1. The expenses must have a business connection;
2. The expenses must be sub stantiated within a reasonable period; and
3. The employee must return any monies not spent to the em ployer, and within a reasonable period.
Best Practice: Make sure all income and deductions go through your busi ness account and maintain a separate credit card for business purposes. Do not co-mingle personal and business expenses.
Consider employing a family member. Wages paid would be a current deduction to your practice and the family member could potentially offset the income with the standard deduction. And, in some cases, they could pay little to no tax. In certain circumstances, social security tax may not apply as well. The family member must perform ordinary and necessary work for the business in order to obtain a valid deduction.
Best Practice: Use the money paid to the family member to fund an IRC Section 529 plan for college or make
an IRA contribution (subject to limita tions and restrictions) on behalf of that family member.
In an effort to circumvent the current limitation of the state tax deduction at the individual level, some states have implemented programs in which state taxes can be paid at the entity level for flow-through entities, such as “S” corporations and partnerships. This tax is deductible on the federal tax return and avoids the deduction limitation of taxes on your personal income tax return.
Best Practice: Speak with your tax
professional about these programs and make sure to take full advantage of maximizing your state tax deduction.
The type of entity you selected when you started your practice may be very different than the entity you have now. Tax laws have changed and your practice may have grown. Your entity selection also depends on the level of your income and whether you own or rent the real estate you practice in.
Best Practice: Prepare an income tax projection as if you were practicing under each entity and quantify and compare the tax ramifications of each.
Are you deducting all of your ordinary and necessary business expenses paid by your practice? These business expenses include, but are not limited to, dues, continuing education, licenses, computer, internet, advertising, phone, etc.
If you are considering buying or selling a veterinary practice, there are several tax-saving strategies involved. Some of these strategies and concepts to consider include the following:
Organization of the business
Stock vs asset sale
Allocation of purchase
Self-financing
Timing of sale or purchase
How to handle the real estate
Installment sale
• Buy/sell agreements
Best Practice: When buying or selling a veterinary practice, it is im perative to seek advice from a qualified tax professional to help guide you toward making the best business and tax decisions.
In addition to implementing taxsaving strategies and best practices,
veterinarians should also perform a self-financial check-up. Ask yourself these following questions, and if the answer to any of the questions is “no,” take immediate action to remedy:
• Do I have a will, power of attor ney and a health care directive?
• Review business insurance and all insurance policies. Is there a need for an umbrella policy?
• Do I have, or more importantly, do I need life insurance?
• Am I meeting all of my state and local filing responsibilities?
• Is a retirement plan in place and is it sufficient?
• Does my practice have sufficient cash flow to continue operating?
• Is my cash working for me?
Best Practice: It is recommend that you review these questions at least annually.
Veterinarians are often consumed with patient, staff and daily business
responsibilities, and in some cases, pay little regard to income tax planning. However, if income tax planning does not receive the immediate attention and action it deserves, tax-saving op portunities are missed. Make an effort to start your tax planning now.
James P. King, CPA MST (jking@tccpa.net) is a partner in the accounting firm of Tobin & Collins, C.P.A., P.A. and has extensive experience in small business planning, partnership taxation, income taxation and business consulting. He is an expert in providing comprehensive tax and business advice to business owners, entrepreneurs, and high net-worth individuals. Jim has broad industry experience servicing clients in the veterinarian, real estate, retail, and professional service industries.
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By Kathryn Primm, DVM, CVPM
Veterinarians are seeing a lot of hyperthyroid cats, and it is one of the most frequently diagnosed disorders in senior cats. Although only occasionally malignant at the onset, normal thyroid tissue becomes hyperplastic over time, and according to Dr. Mark Peterson, many of the patients will have progressed from hyperplasia to tumor by the time they are diagnosed.1 Th e thyroid disease will continue to grow and progress, so treatment is indicated.
As we navigate these waters with our clients, it is very helpful to be able to answer
their questions about which treatment is associated with the longest survival time.
There are currently four treatment modalities: medical management with oral medications, dietary management with iodine restricted diet, surgical thyroidectomy and radioactive iodine treatment. Medical management using oral pharmaceuticals and dietary management are both reversible treatments that do not provide a permanent “cure” because signs will recur with discontinuation.
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Obviously, thyroidectomy and radioactive iodine are more permanent solutions since they involve removal/ destruction of the thyroid gland(s).
Medical management with methimazole was preferred by 66% of the veterinarians, while 28% favored surgical thyroidectomy in a retrospective study
in the UK.2 We have many factors that influence which of the modalities is best for each individual patient, including the ability of the owner to medicate the patient long term.
Other studies have looked at survival following radioactive iodine,3 but in clinical practice (especially those
that do not have this modality readily available), it is good to know about survivability of cats treated with the most common choices; oral methimazole versus surgical treatment.
A retrospective study published in Macedonian Veterinary Review in March compared these two treatments.4 They found that treatment with methimazole and with surgery produced comparable longevity with a median survival of almost two years in cats without comorbidities. We do know that because hyperthyroidism is a disease often found in geriatric cats, there is a greater risk that other diseases will be present.
This study looked at these factors as well. Thankfully, no significant impact on survival was found in cats that have both thyroid disease and renal disease, or thyroid disease with a concurrent heart murmur. They did find that the age of the cat at the time of diagnosis decreased longevity regardless of treatment.
Because the surgical intervention and medical management were found, in this study, to have no significant differences in survival time, veterinarians can feel confident in allowing the other factors (such as owner compliance and/or budget concerns) be their guide as they select individual
treatment plans. It is important to note that although the cost of surgery is more of an investment on the front end, with a median survival of 23-25 months, one must consider the monthly cost of long-term medication.
Each case is individual and the owner’s input must be sought. However, it is helpful to be able to explain that longevity may not be a factor in their choice.
References:
1. Peterson. M. E., (2020, September). Hyperthyroidism in Cats: Considering the Impact of Treatment Modality on Quality of Life for Cats and Th eir Owners. Veterinary Clinics of North America: Small Animal Practice, Volume 50, Issue 5, Pages 1065-1084 https://doi.org/10.1016/j. cvsm.2020.06.004
2. Forrester, S., Towell, T., Shenoy, K. (2012). Nutritional management of feline hyperthyroidism. Conference Proceedings of the Veterinary Medical Association, 130th Annual Meeting, Iowa: p.87-91. https://www.avmi.net/information/ hyperthyroid-hints/nutritionalmanagement-of-feline-hyperthyroidism/
3. Slater, M., Geller, S., Rogers, K. (2008, June 28). Long-term health and predictors of survival for hyperthyroid cats treated with iodine 131. J Vet Intern Med. 15(1): 4751. https://onlinelibrary.wiley.com/ doi/10.1111/j.1939-1676.2001. tb02298.x
4. Mata, F. and Bhuller, R. (2022, March 28). Hyperthyroidism in the Domestic Cat (Felis Catus): Informed Treatment Choice Based on Survival Analysis. Macedonian Veterinary Review, vol.45, no.1, pp.71-78. https://doi. org/10.2478/macvetrev-2022-0015
Kathryn Primm, DVM, CVPM is the owner and founder of Applebrook Animal Hospital in Ooltewah, Tennessee. She sees patients, manages a busy small animal practice, and enjoys writing for and speaking to veterinary professionals and pet lovers. She has written and contributed content to many outlets, including magazines like Woman’s Day, Prevention and Health as well as veterinary-focused press. She also hosts the podcast/radio show, NineLives with Dr. Kat on PetLife radio.
By Mary Gardner, DVM
Almost every time the door opens, I am greeted with a crying client. As a veterinarian that limits my practice to in-home hospice and euthanasia, it is something I encounter daily with my families. In those moments, I give a warm smile, a gentle handshake and, in many cases, a big hug.
Although the majority of our appointments are for euthanasia, we also offer veterinary hospice care
to our concerned pet parents. For years, veterinary hospice was very misunderstood, even within our profession. I would often be asked by veterinarians and technicians, “What is veterinary hospice?” or “Isn’t hospice prolonging the inevitable and making the animal suffer?” But it is quite the opposite.
Hospice is simply a medically
supervised service dedicated to providing comfort and quality of life for the pet (and the owners) until euthanasia is elected or natural death occurs. We manage their symptoms with palliative care, support the family with caregiving and ensure the pet is not suff ering.
I am happy to say this type of care is on the rise!
We are fi nding an increase in families who wish to keep their pet
alive for as long as possible while also maintaining a good quality of life. As a veterinary hospice practitioner, I am able and willing to help extend life as long as pain and anxiety are controlled, but this is always preceded by a lengthy discussion on the progression of the disease process present and a clear “stop point” which we agree is the ending of a good quality of life. Communication, preparation and more communication is the hallmark of a successful hospice case.
Many of our clients are referred to us from veterinary specialists—mostly oncologists, cardiologists and internists. While much of veterinary hospice is ideally done in the home, where the pet is most comfortable, many discussions and treatments should be started at the clinic with the veterinarian that the client has had a long relationship with. We are seeing more families ask their primary care veterinarian for this type of service, and while some veterinarians are hesitant, many are now embracing this type of care. By using the word “hospice” with clients, it redirects their thoughts from curing their pet to caring for them and preparing for death, griev ing and healing.
First, it is most important to help the family understand the disease process their pet is facing. Although we cannot predict exactly what will happen in the future, we can use our medical training and experience to give each family facing an end-of-life experience with their pet a possible and probable progression of their pet’s disease process. As doctors, this is the most important piece of information we have to give them and the most valuable tool fami lies have in the decision-making process. This step also includes prescribing palli ative care medications. I want to ensure
the pet is as comfortable and anxiety free as possible.
Second is helping the family set up their environment so the pet is safe, com fortable and clean. A clinic can ask the family to bring videos of the living space, where the pet eats, sleeps, etc. and then make recommendations to ensure proper care. Some owners are not familiar with products like support harnesses or sticky mats for the ground. You would be surprised how appreciative they are with the simplest recommendation.
Third is discussing caregiver bur den. Managing a terminally ill or aged pet is challenging. It will pull on the emotional and physical budgets of a family, and we all must recognize that. I often send families to petcaregiver burden.com for more information.
Fourth is my favorite part, and that is discussing quality of life and where to draw a line in the sand. This is about a 30-minute conversation and one that is so beneficial to the family. This part can often be done via telemedicine.
Fifth is to discuss natural passing and euthanasia. We must, to the best of our ability, explain the most likely “natural” method of death, if left unattended, and then also discuss the process of euthanasia. This educated approach to the physicality of death is essential to veterinary hospice care. By providing the family with knowledge and expectations, we give them the ability to make an informed decision based on their per sonal wishes for their pet with the gentle guidance of their veterinarian.
Sadly, 50% of pets that are euthanized in a clinic have not seen their veterinarian a year before that appointment. Hospice can help bridge that gap and provide great comfort to the pet and family. Typically, hospice is done in one appointment lasting about an hour, and a clinic can charge
appropriately. There may be a few follow-up appointments which, in many cases, can be done via tele advice (and often by a technician). The families who bring their pet to their veterinarian at least once in the last year of the pet’s life have a 10% higher chance of returning to the clinic after the euthanasia.
While offering veterinary hospice may not provide the largest avenue of revenue, the benefits are immeasurable. Clients tend to experience a high level of satisfaction and gratitude for the knowl edge and insight offered during these visits. In addition, this experience will lead to positive word-of-mouth referrals, repeat business with other pets from that client and, most importantly, it is what is best for the pet.
Veterinary hospice is here to stay. When families have a better end-of-life experience with their pets, they heal more quickly from the debilitating emotional loss. They are also able to cope better with their decisions, feel confident in their ability to care for their pets, and more quickly open their homes and hearts to pet ownership again.
Dr Gardner’s professional goal is to increase awareness and medical care for the geriatric pets and to help make the final life stage to be as peaceful as possi ble, surrounded with dignity and support for all involved. A University of Florida graduate, she discovered her niche in end-of-life care and is the co-founder and CIO of Lap of Love which has over 300 veterinarians around the country dedicat ed to veterinary hospice and euthanasia in the home. Dr. Gardner is the author of the book dedicated to pet owners, “It’s Never Long Enough: A practical guide to caring for your geriatric dog.”
Take a moment and think about yourself at work. What interrupts your ability to make progress throughout the day? Is it the buzzing of your cell phone? Th e bickering co-workers? Th e “call” to join others on break? If you drilled down on your day, you could quickly identify a few key factors that bring your progress to a slow crawl, or even a screeching halt.
When your productivity is interrupted numerous times throughout the day, you fi nd yourself at the end of the day with “loose ends” needing your attention; loose ends like returning phone calls, completing paperwork, placing supply orders, scheduling the team, paying bills, cleaning...you get the picture. Interruptions during the day result in unfi nished business and delays in leaving work.
Additionally, research by the Journal of Experimental Psychology 1 has shown that
interruptions double and even triple the rate of errors, cause employees exhaustion and short-term memory loss, and increase physical ailments such as headaches or back pain. Interruptions are hazardous to your health and the health and wellbeing of the pets you are taking care of.
Th e fi rst step to combat the adverse eff ects of interruptions is to know your productivity killers. Th e next step is to understand what to do about them. Consider the following top fi ve workplace productivity killers and how to manage them: 2,3,4
Be it your own cell phone or that of a client or co-worker, at some point in your workday, you will encounter the
interruption of one. It is buzzing in your pocket to signal a phone call; the client is chatting with someone on the phone while also discussing what services they want for their pet; the co-worker is busy texting instead of getting the next pet ready. With the increased use and dependency comes the need to evaluate the proper use of cell phones in the workplace.
Set the example by silencing and keeping cell phones out of sight. Clients should not see team members looking at their phones while walking dogs or holding a pet on a table—nor should a client or fellow team member be ignored while a team member looks at their phone. Politely ask pet owners to silence their phones so neither of you will be distracted during discussions about the pet…after all, the appointment is all about the pet. Finally, establish a cell phone etiquette policy sensitive to today’s workforce’s needs (i.e., family communication and researching information for pet care) which will require discussions about appropriate phone use and disciplinary actions when excessive use interferes with work and pet care.
gossiping is a time-waster, causing people to gather in small groups to talk, plot and add to the story. Bottom line, gossip causes a toxic environment that directly impacts productivity.
How often does the team stop to chat about that awful client, the team member who just called off or the new rule from management? The phrase “water-cooler chat” may signal casual conversation, but it is a time-waster. And, it isn’t just a few people gathered in the back hall…there are virtual water-cooler chats happening too; the kind on social media and that person hunched over their phone in the breakroom that could be taking part in gossiping just like the group in the back hall. The problem is that the act of gossiping is not always readily apparent, but it is still damaging.
To prevent gossip from killing your productivity, you need to take a stand. In other words, walk away,
refrain from participating, address the gossipers one-on-one, and encourage positive conversation about actions that promote excellent pet and client service. Be aware that gossip may result from poor business communication about policies or procedures; lack of information creates a void filled with speculation and harmful gossip. An educated, well-informed workforce will not need to waste time gossiping.
The internet is not the pro ductivity killer; it is how we spend our time on the internet that is. How many times have you gone online to search for something and five clicks of the mouse and an hour later, you are off track and no closer to completing your search?
Left unchecked, gossip can lower morale and productivity. In addition,
Th ink about the times you searched for an item for a client or a solution to a problematic pet condition, only to get sidetracked by silly cat videos or news headlines. Worse yet, that gossip in the lunchroom has you looking at social media to fi nd the story or gather more incriminating evidence. Th e issue is our inability to prioritize and maintain self-control.
Consider locking down specific sites on the business’s computers as it will take more effort to crack the access code, deterring those looking for a “quick” scroll through their favorite site. And yes, there is an app for that! The content-blocking apps market themselves as a way to avoid distracting websites while you are trying to work.5 Explore the options and talk to your IT provider. Additonally, add internet use to your cell phone protocols, spelling out the consequences for using personal
Even management may vilify breaks and hold them against the team when considering raises or bonuses.
Having a break policy specifying how long, how many, and when it requires management approval creates a better workplace culture and reduces the abuse of overextended break time.
Not all breaks are bad. For example, a bathroom break is necessary; a quick snack break is refreshing; a smoking break is fine…until the break takes too long (see cell phone use) or involves too many people (see gossiping).
In addition to those who abuse the amount of breaks, there are those who decline to take a break because the pets need care, it is so very busy or they want to look good for the next promotion.
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For example, “Employees are entitled to a 30-minute unpaid (or paid) meal break each day, and two paid 15-minute breaks per shift.”
If there isn’t a policy, management has a diffi cult time holding people accountable. Establishing a break policy not only addresses when there is an abuse of breaks, but also lets the team know it is OK to take a break.
Nothing destroys productivity more than your co-workers. Fifty perecent of respondents in a study said their co-workers directly aff ected their productivity and motivation. 6 Working with an underperformer, bully, complainer or a passiveaggressive person will kill productivity.
If the business has anyone exhibiting poor or unprofessional behavior, they will negatively infl uence the entire team’s productivity.
Management must step in and orchestrate the level of influence the poor performer is exerting on the team. Positive, engaged team members consistently outperform complacent, negative employees. Hold individuals accountable and either move them up (to better performance) or move them out (terminate them).
Instead of complaining about an unproductive team or making an excuse about how busy the day was, grab the bull by the horns and manage productivity killers. Consider using visual aids1 such as a brightly colored hat or a zone marked by colored tape on the floor to designate “Do not interrupt” because the person is working on inventory/ordering, making callbacks or other business-critical tasks that must be completed today.
A study to reduce interruptions experienced by human healthcare workers found that visual aids such as signage in specific areas where medications were being dispensed significantly reduced the frequency of interruptions. 7 Since interruptions have been proven to increase errors, it seems prudent to initiate a few actions to reduce interruptions and thus prevent causing harm to people or pets.
Establish routines and office protocols to help your team stop and identify the real culprit, and take action to correct and prevent a recurrence of the productivity killer. Then, at the end of the day, everyone can leave on time and not worry that they left unfinished business.
As the saying goes, “Don’t put off until tomorrow what you can do
today.” So, don’t let productivity killers ruin your tomorrow.
1. Anderson, R. (2015, July 9). Shocking Stats About Workplace Interruptions. Filevine.com. https://www. filevine.com/blog/shocking-stats-aboutworkplace-interruptions/
2. Ricker, S. (2014, June 12). Killers at Work. Careerbuilder.com. http://www. careerbuilder.com/advice/infographic-the10-biggest-productivity-killers-at-work
3. Sheza, G. (2016, August 8). 6 Productivity Killers and How to Get Rid of Them. Talentculture.com. http://www. talentculture.com/6-productivity-killersand-how-to-get-rid-of-them/
4. Zipkin, N. (2015, June 11). The 10 Biggest Productivity Killers and How to Overcome Them. Entrepreneur. com. https://www.entrepreneur.com/ slideshow/247203
5. Renner, A. (2015, September 17). 10 Apps That Block Distractions. Wall Street Insanity. com. http://wallstreetinsanity. com/10-apps-that-block-distractions/
6. Florentine, S. (2014, September 11). Are Your Co-Workers Killing Your Productivity? CIO.com https://www.cio. com/article/250475/are-your-co-workerskilling-your-productivity.html
7. Rivera, J. A. and Karsh, B. (2010, April 8). Interruptions and Distractions in Healthcare: Review and Reappraisal. NCBI. https://www.ncbi.nlm.nih.gov/ pmc/articles/PMC3007093/
Louise Dunn is a renowned awardwinning speaker, writer and consultant. She brings over 40
years of in-the-trenches experience and her business education to veterinary management. Louise is founder and CEO of Snowgoose Veterinary Management Consulting. SVMC works with veterinarians who want to develop a strategic plan that consistently produces results. Most recently Louise received many awards including the WVC Educator of the Year numerous times and VetPartner’s The Life Time achievement Award in January 2016. Besides all aspects of practice management and mentoring, Louise’s passions include her husband, Joel, her English mastiff Therapy dog, Zuri, her little sister, Annabelle, as well as kayaking, opera and New England Patriot’s football.
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In 2009, shortly after completing veterinarian school at the University of Florida, Dr. Dani McVety-Leinen founded of Lap of Love, which, today, is a multi-practice pet hospice network with 60+ locations around the country. Lap of Love provides in-home, end-oflife veterinary care; aftercare; in-home euthanasia and pet loss support groups.
“I was initially going to do this as a side job, and I’d offer to come to clients’
homes for euthanasia. Then I got busier and busier—it’s been a wild ride!” Dr. McVety-Leinen shares about her success.
Once word started spreading about this dignified approach to a beloved pet’s last days, Dr. McVety-Leinen received calls and emails from all over the country. It was then that she realized this was needed and could expand beyond its origin location of Tampa, FL.
She reached out to veterinary
school classmate Dr. Mary Gardner who had a decade of software development experience. Dr. Gardner immediately connected with the Lap of Love model and they became business partners.
“Dr. Gardner was the second location. We then started designing and developing our proprietary software for the practices, and we wrote the operational manual and researched a lot of legal implications,” Dr. McVety-Leinen shares.
It soon became inevitable that pet
parents appreciate reassurance and guidance from their veteri narian when it comes to end-oflife decisions for their pets. The third location was then opened in NC by a fellow veterinarian who expressed interest in offering the service, and Lap of Love continued to grow from there.
“As veterinarians, we put the
decision to euthanize on the pet parent’s shoulders. That’s a lot of weight. Instead, at Lap of Love, we give them permission to say ‘goodbye’ and assure them they gave the pet a wonderful life, and now it’s time,” Dr. McVety-Leinen shares empathetically.
“I’m passionate about talking with our clients and knowing
what they need to hear when it comes to end-of-life care for their pets. In veterinary school,” she con tinues, “we’re not taught anything about how to talk with families about euthanasia.”
Dr. McVety-Leinen has studied different communication styles to facilitate these difficult conversa tions over the years, and says the tone you use and body language are all important.
“There’s a piece of being a doctor that’s looking in the eyes of the per son and knowing what they need to hear. You can say, ‘Yes, this is the right time. Yes, you’ve done an amazing job.’ It’s the difference between saying ‘I feel for you’ and someone else grab bing your hand and saying, ‘I know what you need.’
“Or, sometimes, the pet parent
knows the pet is dying, but another family member will be home in a few days, and they want to say goodbye,” Dr. McVety-Leinen continues. “We can help them make the pet comfort able until they say their goodbyes.
“I volunteered for human hospice while in college. I had an affinity for this kind of care from the beginning. I love helping people feel comfortable about the end of life, and I love telling them they’ve done an amazing job for their pet and assure them this is the right time,” she says.
The veterinarian community recently recognized Dr. McVetyLeinen’s work by naming her the recipient of the “2022 Bustad Companion Animal Veterinarian of the Year Award.” The award is named after the late Dr. Leo K. Bustad. Dr. Bustad was a former president of
the Delta Society and dean of the Washington State University College of Veterinary Medicine. Dr. Bustad pioneered studies of the bond between humans and their pets.
The award is one of the profes sion’s highest honors, presented an nually by the AVMA and supported by Merck Animal Health. According to the AVMA, “The award recogniz es the outstanding work of veterinar ians in protecting and promoting the human-animal bond.”1
Dr. McVety-Leinen says, “The bond between our species has not only brought me into this career that I cherish, but has also been the cor nerstone of my work as a clinician, my inspiration as a businesswoman, and the driving force behind my work with veterinary students.”
In her work with veterinary students, she teaches a communica tion class: “Part of that lecture is a divided slide that says, ‘don’t do this’ vs. ‘say this instead.’ For example, instead of saying, ‘There’s nothing more you can do.’ You can say,
“I love helping people feel comfortable a ble and I love telling them they’ve done an amazing job for their pet and assure them this is the right time.”
– Dr. Dani McVety-Leinen
‘You’ve done an incredible job of getting your pet here.’ It’s so much more supportive and positive,” she advises.
In addition to educating veterinary students, Lap of Love added virtual support groups for grieving pet parents: “When COVID started, we added online pet loss support groups. They’re free every day of the week, and we offer oneon-one coaching for family members.”
When not teaching, working with her patients or running her growing veterinary practice of nearly 500 employees, Dr. McVety-Leinen speaks and writes on topics such as veterinary hospice and body language for doctors.
With her unmatchable empathy for grieving pet parents and pets reaching end of life, this one-of-a-kind veterinarian is certainly deserving of the coveted “Bustad Companion Animal Veterinarian of the Year Award”—and so much more!
References:
1. AVMA names Dr. Dani McVetyLeinen recipient of 2022 Bustad Companion Animal Veterinarian of the Year Award. (2022, May 4). AVMA. https://www.avma.org/news/press-releases/ dr-dani-mcvety-leinen-recipient-2022bustad-companion-animal
A web writer since 2005, Jen’s written over 1,000 articles on pet-related topics. She works with veterinarians and pet professionals around the world to help them attract and retain customers through effective content marketing practices. Passionate about both pets and digital marketing, you can find out more at jenphillipsapril.com. When not working with her fabulous clients, you can find her eating tacos and practicing her Spanish in her adopted home of the Riviera Maya.
R E ach out to g R i Eving cli E nts
4”x 6” card
printed with rich chocolate ink on ivory linen paper. Matching envelopes included.
By Elycia Degenhardt, BA, CVT
Afew weeks ago, I was scrolling through social media when I noticed I had been “tagged” in a family member’s post. When I went to see what it was, I found myself reading a heartbreaking story written by an individual whose pet had tragically died. This individual’s detailed account centered on one thing: the pharmaceutical they believed killed their pet.
My family member had tagged me, then sent a private message. I could almost hear the panic in her voice as she reached out to me, a veterinary professional, asking “Is this true?!? I give this to my dog!”
This isn’t the first time a viral story or pet health trend has been brought to me for a second opinion. Veterinary professionals are often faced with questions from clients who have heard or read something that runs contrary to our medical advice. These conversations can be opportunities to strengthen the client-veterinarian relationship and build a bond of trust, empathy and caring.
It can be hard to understand why some clients trust a random story on the internet or the experience of an acquaintance more than what we perceive as sound
Several studies suggest the human brain has evolved to remember and assign value to personal experiences and anecdotes over facts and statistics. This effect becomes exaggerated in stressful or emotionally charged situations.
medical science. We may even take it personally, feeling like the client values “them” over “us.” However, the truth is more complicated…
Several studies suggest the human brain has evolved to remember and assign value to personal experiences and anecdotes over facts and statistics. This effect becomes exaggerated in stressful or emotionally charged situations. A study published by the journal Organizational Behavior and Human Decision Processes found that anecdotes hold the most sway and facts the least, where medical and personally relevant issues are concerned. This may be due to the ease with which the average human brain remembers stories, as opposed to statistics and data. It may also be a reaction to the information overload of our modern society.
There is something about a personal experience we are innately drawn to. A separate study on the power of anecdotes explains, “Statistics can be doubted and countered with other sta tistics, but first-hand experiences have an aura of unimpeachability.” 1
Interestingly, people may be blind to their own bias in favor of anecdotes. The aforementioned study found that the majority of participants self-reported preference for facts and statistics when establishing believability. However, when put in face-to-face interactions with strangers holding opposing viewpoints, these same study participants rated those sharing subjective experiences as more trustworthy than those presenting objective information. This was especially true when they viewed people sharing what the study refers to as “harm-based” experiences, where someone witnessed or experienced injury or suffering.
So, how does this come together to impact client-veterinarian interactions when discussing contentious information?
If a client expresses concern based on a harm-based anecdote—whether from a stranger on the internet, acquaintance or family member—it is going to be very difficult to shift that person’s perception by sharing facts about safety and efficacy of the product or procedure they are afraid of. What should veterinary professionals do when faced with a cautious client?
The first thing we should do is listen to the client’s concerns. At a minimum, we should engage in active listening when clients are speaking. Active listening entails filtering out distractions, not interrupting and responding to the speaker at appropriate times.
In situations that have the potential for disagreement, we should practice deep listening. Deep listening differen tiates itself through a commitment to understanding the speaker’s perspective. This is the type of listening most asso ciated with trust-building and conflict resolution. There are entire courses teaching deep listening, but some of the foundational elements include:
• Listening without judgment.
• Being self-aware and quieting your internal monologue.
• Paying attention to the speaker’s non-verbal communication.
• Make understanding (not respond ing) the intention of your listening.
Listening in this way can not only help you understand the client’s concern, but it can also help calm any defensive ness veterinary professionals may feel in
a situation where our medical expertise is being questioned. Deep listening can help us hear what the client is really saying rather than internalizing their distress as a judgment of our practice. It can help us see the source of their anxiety not as lack of trust, but as deep love and responsibili ty for a cherished family member.
It is also important to acknowledge the emotions evoked by an anecdote a client is sharing—even a second-hand one. If a client says, “I read that some one’s dog died from that medication,” we can’t scientifically verify that information, but we can and should acknowledge that loss as a tragedy. Truth matters less in this situation than empathy. Rather than focusing on facts that we’re not able to establish, we can best move forward by addressing the real and immediate feelings present in the room.
Once you have listened to the client’s concerns, you can begin a conversation. Ask what the client would like you to do for them and their pet moving forward. Their response can guide your approach. If they say they’d like you to dispel their fear, then that opens the door for you to share your knowledge and experiences re garding the pharmaceutical or procedure being discussed.
Conversely, they may say they never want to expose their pet to the product/ procedure in question. Knowing this allows you to focus on effective and safe alternatives, if they exist. Let the client guide the direction in which you move forward. This is putting your deep listening into practice. The client will see you value what they shared, which builds trust and establishes you as teammates
If the client is interested, offer suggestions of where to find quality veterinary material on the internet. This gives them autonomy and a way to navigate the abundance of information available online. Left to their own devices, most people are prone to a phenomenon called “confirmation bias.” This means people will tend to ignore evidence against their preconceived notions and specifically look for, consume and remember evidence supporting them. Social media capitalizes on confirmation bias with its algorithmic content selection, making unbiased information even more difficult to access.
Steer clients who want accurate, verifi ed veterinary information toward reputable websites such as those hosted by accredited veterinary organizations, veterinary teaching
academies or veterinary-sponsored, independent institutions. Encourage them to double-check any information they encounter on blogs, group chat sites or social media with one of the recommended resources, or by speaking with a qualified veterinary staff member at your practice. Make sure clients know you are available and willing to discuss any questions or concerns they have about their pet or veterinary care in general.
As veterinary professionals, we know we are not only caring for animals. In order to do our jobs well, we must also help pet owners make important decisions regarding their pets. The best outcomes arise from a strong sense of trust and teamwork with the pet at the center. Seeing hard conversations as opportunities rather than oppositions helps set the stage for a professional relationship that benefits
involved
1. Kubin, E., Puryear, C., Schein, C., & Gray, K. (2021, January 5). Personal experiences bridge moral and political divides better than facts. PNAS. https://www.pnas.org/doi/ full/10.1073/pnas.2008389118
• 4 Types of Listening: Exploring How to Be a Better Listener. (2021, June 4). Maryville Online. https://online. maryville.edu/blog/types-of-listening/
• Kasriel, B. E. (2020, March 4). Deep listening: Finding common ground with opponents. BBC News. https:// www.bbc.com/news/health-51705369
• Noor, I. (2020, June 10). How Confi rmation Bias Works. Simply Psychology. https://www. simplypsychology.org/confi rmationbias.html
• Walton, A. G. (2020, April 8). In Stressful Times, People Listen More To Anecdotes Than To Facts, Study Finds. Forbes. https://www.forbes.com/sites/ alicegwalton/2020/04/06/in-stressfultimes-people-listen-less-to-facts-moreto-anecdotes/?sh=667368ab6a43
• Weir, M., & Buzhardt, L. (2022). Finding Reliable Internet Sources for Pet Care Information. VCA Animal Hospitals. https:// vcahospitals.com/know-your-pet/ finding-reliable-internet-sourcesfor-pet-care-information
Elycia Degenhardt is a certified veterinary technician in Wisconsin. She joined the veterinary profession after 4 years as a high school teacher and remains passionate about education. Elycia earned degrees from the University of Wisconsin- Madison and Madison College and continues to learn new things every day through her career and life experiences. Elycia currently works in a general practice and as an instructor in the Veterinary Technician program at Madison College.
Journey For Teams provides a pathway to deepen knowledge of diversity, equity and inclusion (DEI), and foster the advancement of DEI in veterinary workplaces by providing practical, actionable, and impactful resources and educational modules. Join at www.journeyforteams.org
Celebrate by advocating for the breed through a social media post featuring your favorite pittie patients or with a newsletter dispelling common Pit Bull-related myths.
Niksen—a Dutch relaxation technique that encourages stillness and sanctioned daydreaming—is a trend that’s being embraced as a way to combat our increasingly busy and often stressful lives. Practicing niksen could be as simple as just hanging around, looking at your surroundings or listening to music.
Get some CE credits in and enjoy some sunshine at dvm360’s Fetch conference which takes place December 2-4, 2022 in San Diego, CA. Register at www.fetchdvm360.com
Get ready for an adventure with Timm Otterson, DVM’s All Creatures Weird and Dangerous, which has been described as an homage to James Herriot’s All Creatures Great and Small while touching on stories equally appropriate for an episode of the X-Files.
practice the art of spend a weekend at doing nothing!
you can do!
Display the completed works of art around the waiting area or outside your clinic and have clients vote on their favorite, awarding the winner with a special, spooky prize.
Attend VMX in Orlando, FL, January 1418, 2023, for the throwback price of just $125! To receive the special price, register before Oct. 31st at navc.com/vmx/
Consider partnering with your local shelter to get the word out about some of their elderly residents who would greatly benefit from being placed in a forever home.
Add mezcal to your shopping list! Predicted to be the most purchased spirit in the U.S. by 2023—ousting tequila, whiskey and even vodka—this agave-based liquor has smoky notes that are a great match for classic autumnal flavors like apples and cinnamon.
The Jaguar Health Canine Cancer Take C.H.A.R.G.E. (Canine Health and ReGistry Exchange) is a large database where veterinary clinics and dog owners can upload medical records of dogs with cancer. Information on the impact of canine cancer by breed, type, age, gender and location is included on an open-access, easy-to-use, interactive dashboard. Join at takechargeregistry.com
Celebrate VMX’s 40th anniversary like it’s 1983!
8 november is... adopt a senior pet month! Play a part in canine cancer research!By Kathy Hosler
orsecurity.It’saplacetoretreatto whenlifehasbecomeoverwhelming orstressful.Sortofa“mancave” or“sheshed,”butforpets. WhyWouldaPetBecome StressedintheFirstPlace? thunder,•Noisessuchasfireworks,certaintypesofmusic, andvacuumcleaners.Animal hearingisfarmoresensitivethan ours.Petshaveaparticularlyhard timewithfrequenciesatboththe extremelowandhighends. •Toomuchstimulation fromchildren,otherpets,loud householdnoises,andscents.•Overwhelmingholidaystress andbustle,changesinroutinessuch asmoving,vacations,births,friction betweenfamilymembers,aswellas anysituationthatcausestheirpeople tostress.Whenpeoplearestressed, hormonessuchasadrenalineflood ourbodies.Ananimal’ssenseofsmell issogreat,theyrecognizetheodorof thehormoneasasituationinvolving
theflight,fight,orfreezesyndrome. Evenhappyevents,suchasthebirth ofababycanstillbestressful. stemming•Aftereffectsoffearfromdanger fromfire,smoke,natural disasters,andevenofbeingleftalone. Ifyoudonotprovideyourpet withtheirownsafehaventhat theycangotowhenneeded,your petwillfindoneontheirown. HowCanYouProvideYour PetwithaSafeHaven?Theeasiestwayistocreateaden.A denisaplaceofconcealmentthatis quietandcomfortable.Denningisa naturalinstinctamongstanimals.To start,allyouneedisacrate,blanket orsheet,andpetbed.Placethecrate inacornerofyourhomethatdoes
nothavealotoftraffic.Coverthe crateonallsideswiththeblanketor sheetexceptforthedooropening. alwaysPlaceacomfypetbedinsideand leavethedooropen.Oneof thereasonsIlikecratestocreatedens isintheeventofanevacuation,it iseasytosimplyclosethedoorand transportthepettothecarandleave. Neverusetheirdenaspunishment. Theirdenshouldalwaysbeassociated withpositiveexperiences.Afterall, itistheirsafehaven,notyours.Place theirfavoritetoysinside.Ialsolike tokeepanold,unwashedshirtin theircrate.Itsmellsliketheirfavorite personandcanactasacalmingagent.
Severely tangled or matted pets are at a greater risk of injury, stress and trauma.
Protect your salon with 50 full color owner signature forms per pad.
