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ONE MISSION, ONE COLLABORATION, ONE HEALTH
The One Health approach recognizes the interconnectedness of human and animal health and is essential to addressing global diseases. To support this approach, the World Health Organization (WHO) has formed tripartite collaborations with the Food and Agriculture Organization of the United Nations (FAO) and the World Organisation for Animal Health (OIE), emphasizing an integrated strategy to combat infectious diseases. This collaboration brings together expertise from various sectors, such as public health, veterinary medicine, food safety, and environmental sciences.
The Tripartite organizations strive to protect human health by tackling emerging zoonotic diseases at their source in animals through a multisectoral response that focuses on early detection and control. These include initiatives on animal disease surveillance, biosecurity, and prevention of animal diseases, as well as risk communication, immunization campaigns, vector control, antibiotic stewardship, and risk analysis for food safety.
Through these collaborations, the WHO aims to strengthen public health systems by increasing global capacity in early detection and response to infectious disease outbreaks, enabling countries to detect potential threats before they reach human populations quickly. This coordinated effort ensures a proactive approach to addressing emerging infectious diseases before they become pandemics. Together with its partners, the WHO strives to foster multisectoral collaboration that can protect human health through One Health initiatives.
By stakeholders from different sectors and disciplines, the WHO is leading efforts to reduce the risk of disease emergence at its source.
The One Health approach is essential in reducing the global burden of infectious diseases. Through collaborations with multiple stakeholders, the Tripartite organizations are working together to improve global health through improved surveillance and outbreak response. This multisectoral approach can help prevent future pandemics by providing countries with tools and resources to address emerging infections before they become a more significant issue. Together, the WHO, FAO, and OIE are determined to make progress toward safeguarding human health through robust systems for the prevention and control of zoonotic diseases. Collaborating efforts work together to support countries in developing their capacities in addressing zoonotic diseases in countries by providing best practices, frameworks, and tools to improve their preparedness for such threats at the human-animal-environment interface.
It is great to see how the World Health Organization, in coordination with the Food and Agriculture Organization of the United Nations and the Organisation for Animal Health, are working together to protect human health through One Health initiatives. We appreciate your insight on this critical topic!
This piece was written for educational purposes only and is not to be copied verbatim. All content background information provided has been used as knowledge, not plagiarized.
Reference: EPI-WIN webinar: Strengthening One Health operations in countries for improved preparedness to emerging zoonotic diseases
Speakers:Dr Sylvie Briand, Director, Epidemic and Pandemic Preparedness and Prevention, WHODr Stephane de la Rocque, Team lead, Human-Animal Interface team, WHODr Guillaume Belot, One Health Officer, Health Security Preparedness, WHODr Sithar Dorjee, Director General and Assistant Professor of Epidemiology, Khesar Gyalpo University of Medical Sciences of BhutanDr Stella Chungong, Director, Health Security Preparedness, WHODr Stacie Dunkle, One Health Field Epidemiology Strengthening, Department of Surveillance System, WHODr Isani Shan, NBW Catalyst, WHO Country Office BelizeDr Elsa Dibongue, Public Health Officer, Zoonoses Programme, Yaoundé-CamerounDr Supriya Bezbaruah, Team Lead, EPI-WIN Science and Knowledge Translation, WHODr Milena Bainduri, Department of Communicable Diseases, National Center for Disease Control and Public Health, Georgia
24/7 Peace of Mind - Get Expert Advice Anytime, Anywhere
The #1 Way Veterinarians Protect Their Patients from Toxic Substances
As veterinary professionals, we know about Pet Poison Helpline when a pet ingests hazardous materials or drugs. Pets can get into all sorts of trouble, and often that means ingesting something they shouldn't have. When this happens, the first line of defense is calling the Pet Poison Helpline, and here is why.
Pet Poison Helpline offers 24/7 phone service from veterinary professionals, including board-certified veterinarians, who are trained experts in toxicology and can provide critical information on what to do if a pet has ingested something dangerous. They maintain an up-to-date database of poisons that includes hundreds of thousands of products such as human medications, household cleaners, plants, and more, so you know precisely what action needs to be taken for each type of poison the pet may have been exposed to.
We must stay well educated and informed about any toxins pets may encounter to best serve our clients in emergencies like these. The top 10 toxins reported to Pet Poison Helpline for dogs include chocolate (which contains methylxanthines including theobromine and caffeine), onions/garlic (which contain thiosulphates), grapes/raisins, antifreeze (ethylene glycol poisoning, which affects multiple organs), xylitol (an artificial sweetener which causes hypoglycemia & liver damage), ibuprofen/carprofen (NSAIDs which cause gastric ulcers & renal failure), rodenticides/insecticides (potentially causing damage to various organs & death if left untreated). The top 10 toxins reported to Pet Poison Helpline for cats are similar but also include lilies (which can cause kidney failure.)
Knowing which toxins pose the most significant risk helps us make quick decisions when faced with these kinds of emergencies, so contacting Pet Poison Helpline is always beneficial.
Also, knowing when and why to contact the Pet Poison Helpline is essential. The helpline offers specialized toxicology advice and consultations to help pet owners and veterinarians decide how best to care for their beloved pets who have ingested hazardous materials or drugs.
According to Renee Schmid, DVM, DABT, DABVT, Manager, Veterinary Medicine, and Professional Services, Pet Poison Helpline - Senior Veterinary Toxicologist says,
For veterinary professionals - Pet Poison Helpline values the opportunity to partner with veterinary professionals and support their patients who have been exposed to a toxin. Our services allow veterinary professionals to consult with our veterinary toxicology experts as often as needed throughout the patient's care due to the poison exposure in order to provide the most successful outcome possible.
For pet parents - Even the most cautious pet parents can have a pet get into something potentially toxic. Pet Poison Helpline offers 24 hours a day, seven days a week, assistance for potential pet poisonings. Our mission is to save pets' lives, and we are honored to be the trusted source in veterinary toxicology to help ensure pets of all species have the most optimal outcome possible after toxin exposure."
Toxicology is a critical field of veterinary science that deals with studying poisonous substances and their effects on living organisms. It involves understanding how these substances interact with an animal's body, what types of treatments are available, and any long-term effects they may have on one's health. As such, being able to identify dangerous toxins quickly can be vital in helping save a pet's life!
Given all this information, however, remember that contacting Pet Poison Helpline should remain your first call whenever facing possible toxin ingestion instances - don't hesitate one moment! You'll want them close at hand, especially when deciding on the appropriate decontamination method or assessing other medical interventions, given the seriousness each remedy implies –- only professionals like those working at Pet Poison Helpline truly understand these kinds of situations best, so trust them implicitly before acting upon education and experience alone during such emergency scenarios - they're here ready, willing & able 24 hours per day seven days per week 365 days per year after all which makes them invaluable allies indeed!
About Pet Poison HelplinePet Poison Helpline®, your trusted source for toxicology and pet health advice in times of potential emergency, is available 24 hours, seven days a week for pet owners and veterinary professionals who require assistance treating a potentially poisoned pet. We are an independent, nationally recognized animal poison control center triple licensed by the Boards of Veterinary Medicine, Medicine and Pharmacy providing unmatched professional leadership and expertise. Our veterinarians and board-certified toxicologists provide treatment advice for poisoning cases of all species, including dogs, cats, birds, small mammals, large animals and exotic species. As the most cost-effective option for animal poison control care, Pet Poison Helpline’s per-incident case fee includes follow-up consultations for the duration of the case. Based in Minneapolis, Pet Poison Helpline is available in North America by calling 800-213-6680. Additional information can be found online at www.petpoisonhelpline.com.
Industry News Tidbits
The Coalition for the Veterinary Professional Associate (CVPA) is an organization born from the need to expand the roles of veterinary professionals to serve our animal companions and all stakeholders better. With solid support from universities, rural settings, shelters, and companion animal environments, this group has come together to lobby for and support the creation of these new mid-level providers.
Despite a temporary setback recently in the Colorado Legislature, this talented and connected group is beginning to create standards, certification, and accreditation processes similar to those for nurse practitioners and physician assistants in human healthcare. Additionally, collaborative engagement with NAVTA on this topic and other pressing veterinary technician issues is forging a strong alliance for the betterment of the profession.
ADDITIONALLY:The Legislature in Arkansas has recently demonstrated progressive action by creating legislation allowing Veterinary Technician Specialists in the State to develop a temporary VCPR to improve access to care opportunities, especially in rural locales.
And, in a unanimous fashion, the State Government in Arizona recently passed legislation approving the establishment of the virtual VCPR for veterinary medicine in the State. This action also sets the stage for improved access to care....especially for those individuals in veterinary deserts, with transportation issues, and those with limited financial means.
For more information, please reach out to me at bob@murtdvm.com.
The Need To Grieve
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Working in many veterinary facilities, owning and operating an ambulance service, and being a pet parent, the thought of euthanizing a pet leaves an unpleasant imprint in our minds for eternity. My daydreams are often filled with memories of my beloved (and client's) pets, and the nights can feel particularly long without them by my side. I understand that grief is expected, so I try to accept these moments rather than bemoan them.
As humans, it's only natural to feel an incompleteness when we lose a loyal companion; the emotions run much deeper than just sadness. Indeed, it marks the end of a chapter that has lasted me fifteen years - full of screenshots to remember both joyous and sorrowful occasions. Over the past decade-and-a-half, I have experienced the passing of two other dogs, the death of my mother, contracting Encephalitis, Meningitis, and Spinal Meningitis all at once; ending a long-term personal relationship; late nights spent launching 11 new veterinary products; watching my daughter grow into a lovely and intelligent young woman; and receiving countless awards for marketing and business development efforts.
The list is long as it should be for good and unfortunate occurrences, and during those years, my trusted pet baby has been by my side every step of the way, good or bad; she was emotional stability for me that provided the daily experiences called the roller coaster of life. Bonded, loyal, loving, all with a character a dog does not possess - judgment and their lies the most significant loss for all pet parents.
According to Dr. Kathy McCoy Ph.D., who authored an article published in Psychology Today titled, Pet Love, Pet Loss - A grief too often misunderstood.Excerpt: And in a study of women under stress, five recently widowed women told amazingly similar stories about their wishes to spend more time alone with their dogs. They all explained that, while they appreciated the attention of family and friends, their dogs were a special comfort to them. After all, the bond with their dogs was something they had shared with their husbands and they all felt that they could be themselves – with no social pretensions or expectations to be brave and stoic – most readily with their animal companions. So it's not surprising that we grieve our special animals as deeply as we may mourn our human family members and friends – but often without the social support extended with human losses.
Regardless of how I feel today, grieving is a good thing. Without it, we might find shelter in personal emotions erupting in behavior that is not us and potentially non-empathetic to the pets and clients we serve.
I will leave you with this one thought...Keep the Best, and Dump the Rest, knowing that the memories we choose (I choose) are only the happy and loving ones. Memories that warm the heart and replenish the soul.
I am not responsible for today. So, for now, I will stay present in this moment of mourning while embracing what lies ahead with hope despite life's hardships.
Stay in the now.
Change the way you approach healthcare: Get to know EI.
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Ready for an emotionally intelligent practice?
The veterinary hospital team needed help with communication issues. The tension between staff members was palpable, and everyone seemed to be walking on eggshells around each other. They all knew something needed to be done but needed help figuring out where to start. That's when their new manager stepped in and introduced the concept of Emotional Intelligence (EI).
At first, the team thought that EI sounded too fuzzy and abstract. However, they became more interested as their manager explained how understanding emotions could lead to better business and personal decision-making. They asked her what exactly were the seven ingredients of EI.
Their manager explained that self-awareness is critical: recognizing one's emotions and how those affect others is essential for building trust within any relationship or team environment. Second comes managing emotions: recognizing them and knowing how to control them so that you can think clearly before taking action or speaking your mind. Thirdly there's motivating yourself, which means having confidence in your abilities even during difficult times and finding ways to stay motivated even when things seem hopeless. Next up is empathy; understanding how another person feels based on situations or experiences shared by either side helps build stronger relationships through compassion rather than judgemental criticism, which leads us nicely into our fifth point – handling relationships effectively; this involves actively listening without judgment, using language carefully so as not hurt others' feelings unintentionally, giving praise when deserved, Etc. Sixthly comes influencing people – being able to compromise respectfully with your peers towards common goals without resorting to manipulation tactics such as guilt-tripping or intimidation tactics will help create an atmosphere of mutual respect among colleagues/team members. And finally, seventhly come getting good results despite obstacles – this involves resilience & perseverance no matter what difficulties are faced to reach targets set out initially at the beginning of any project/task assigned Etc.
Once these seven components have been broken down into manageable chunks, applying them practically becomes easier over time once individuals get used to thinking about things from different perspectives instead of just their own! This takes practice, however, & lots of patience until desired results can be seen.
Learn more about EI; many great books, such as Dr. Daniel Goleman's 'Working With Emotional Intelligence" and Drs. Travis Bradberry & Jean Greaves 'Emotional Intelligence 2 0' are written.
I highly recommend Mr. Shawn McVey, MA (Behavioral Sciences), MS (Political Social Work). You can find Shawn on LinkedIn.
There are also websites dedicated entirely to providing information EI, such as Six Seconds, offering plenty of tips, tricks resources helping develop the understanding skills mentioned above!
If you need to reach me, please visit my website, as I am always here for you.
Ready, Set, Go, and Implode
Build Your Practice Culture With An Educational-Based Philosophy
You just returned from VMX 2023 or The Western Veterinary Conference to further illuminate yourself with CE education, the latest and most significant industry products and services, and arrive at your hospital recharged, refreshed, and ready to implement what you have just learned. Now you are only 4 hours back in your hospital, and what happens? Phones, staff complaints, pay bills, and a debrief from your practice manager or associate veterinarian are off the hook. Poof, there goes the illumination you so desperately brought home with you.
You ponder,• What can I do with this ongoing hamster wheel of problematic issues?• The professionals I hired would take care of the daily business headaches and responsibilities.• If I had more time to concentrate, I could sort out my problematic concerns at my hospital! • I hired a practice consultant to help me make a fundamental change in my hospital; what happened? They did an outstanding job, and once the consultant left, everything imploded!• How you can avoid taking all the work, stress, and frustration home.
Let us start at the core - You!1. Admit that you are committed to identifying the root of core issues.2. Admit to yourself that real positive change starts with you.3. Commit the necessary ongoing education to yourself and your entire staff to make a fundamental change in your hospital.4. Admit to yourself that by implementing behavior changes in your hospital, you may have relapses as a part of your process.
Observing and Learning from our Human CounterpartsIn a study, Behavior change interventions and policies influencing primary healthcare professionals' practice—an overview of reviews
Most systematic reviews (91%) investigated behavior and practice changes among family physicians. Interactive and multifaceted continuous medical education programs, training with audit and feedback, and clinical decision support systems were beneficial in improving knowledge, optimizing screening rates and prescriptions, enhancing patient outcomes, and reducing adverse events.
Cited: Implement Sci. 2017; 12: 3.Published online 2017 Jan 5. doi: 10.1186/s13012-016-0538-8PMCID: PMC5216570PMID: 28057024https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5216570/https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5216570/https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5216570/National Library of Medicine
In a study, Behavior change interventions and policies influencing primary healthcare professionals' practice—an overview of reviewsCited: The Importance of Continuous Education in HealthcareHighly skilled and educated staff always pays off
The advantages of investing into continuous education are obvious: highly skilled staff, high staff retention, magnificent reputation, optimized financial performance, better patient outcomes, less medical malpractice lawsuits. The disadvantages are equally obvious: By not investing into their personnel, medical institutions risk losing their experts to other employers. And losing out on valuable knowledge gains can lead to inefficient system usage, frustrated users, and dissatisfied patients – and consequently to higher costs, wasted time, and image loss. So this raises the question: Why isn't every medical institution integrating continuous education into their everyday quality landscape? Maybe because continuous education is still mentally linked with employees being away, course fees, traveling and accommodation costs, and more.
WITH ACCELERATING ADVANCES IN HEALTH INFORMATION AND TECHNOLOGY, PHYSICIANS, NURSES, AND OTHER HEALTH PROFESSIONALS MUST MAINTAIN AND IMPROVE THEIR KNOWLEDGE AND SKILLS THROUGHOUT THEIR CAREERS. THAT'S THE ONLY WAY TO PROVIDE SAFE, EFFECTIVE, AND HIGH-QUALITY HEALTHCARE FOR THEIR PATIENTS.
Dr. med. Janina Beilner, Vice President Application Services, responsible for global training and education at Siemens Healthineers ServicesRef: Health Managementhttps://healthmanagement.org/c/healthmanagement/issuearticle/the-importance-of-continuous-education-in-healthcare
What are my next steps for implementing behavior changes in my hospital? Before answering that question, answer this question, Can I independently implement fundamental change with daily education and establish new procedures and policies?
Suppose you answered yes to the above question. In that case, you are Superman or Superwoman...to obtain daily academic knowledge for your entire staff infrastructure, you need a learning partner for now and in the future. You understand that uniting with a learning partner with the deep fundamentals of veterinary medicine and hospital operations at every level is crucial.
Who are you going to call? No, not ghostbusters! Having over 44 years in the veterinary profession, I have been and still am aware of various companies that provide not deliver ongoing education. Focus on a veterinary learning ecosystem that "delivers" and works with you, so you synergistically upskill and upscale.
Many companies, both domestic and global, provide the necessary tools to become an extended learning and knowledge partner for your practice; however, seek a partner that addresses and delivers support, excellent customer service, and fresh content on an ongoing timeframe for:• Practice Owners #practiceowner• Veterinarians #veterinarian #veterinarians• Practice Managers #practicemanagement• Veterinary Technicians and Assistants #veterinarytechnician• Customer Service Teams #csr
In accomplishing actual behavior change, your staff learns collectively to work as a unit, build their career craft knowledge bank, and understand that your practice invests in their mental, emotional, and educational value. Once you establish this path, you have created a learning culture and a positive roadmap for success.
Remember, experiencing setbacks is part of the equation; however, by looking forward, you will find the next opportunity door to open.
For companies that deliver the complete package, direct message me on LinkedIn, and I will be happy to make a recommendation.
Benchmark That Patient
YOUR NUMBER TWO HOSPITAL LINE-ITEM EXPENSE IS YOUR NUMBER ONE PATH TO BETTER PATIENT OUTCOMES
The consistency of "C" grade veterinary medical practices is provided nationwide for clients and their pets. If this opening statement did not raise the hair on the back of your neck, you are not providing a "C" scenario; you are practicing an "A" scenario S.O.A.P. My hat is off to you.
To focus deeper, I am mentioning the annual diagnostic testing for patients who are healthy by starting as early as possible to establish a benchmark for what is considered normal, plus observing any future trends that occur.
This article may sound simplistic; however, the consistency of running annual diagnostics is all over the board in our industry, and who ultimately suffers the patient? Most diagnostics are chosen when the patient shows signs and symptoms of a potential medical condition or illness.
Learning My Lesson The Hard WayArriving at a client's residence one evening, I entered the home; the drapes ripped, damaged furniture, and the kitchen was an abortion, and wow, the smell made me (literally) vomit. In the backyard was a 125-pound F/S 6-year-old Harlequin Great Dane with an extended abdomen, pale mucous membranes, a temperature below 100 degrees, sitting in a puddle of hemorrhagic diarrhea, and collapsed rear legs. The client mentioned that her veterinarian treated her with high doses of Dexamethasone IV 3-times a week for 21 days. As I stabilized and transported her to the closest specialty and emergency hospital in West Los Angeles, my time increased to 4.5 hours. I was sure I would not be paid - just looking at the client's home, I knew they were below the poverty line financially.
And here comes my spanking. Once the patient was admitted, I talked with the admitting veterinary specialist in detail, processed my paperwork, and met with the client in the hospital reception area. She asked, how much do I owe you, sir? I said it was on the house today, and there were no charges for my service. Now the time was past 1:00 AM PST.
She placed her arthritic fingers on my right forearm, looked at me straight, and said, "your lesson today is never to judge people for what you see." Ouch, that still stings today. Now again, how much do I owe you for your services? My reply was $425.00. As she opened her purse, I peeked and found over 60,000 dollars and one 38 caliber revolver handgun. I received a payment that early morning graciously with a $100.00 tip.
NOTE: The patient spent six weeks in the hospital undergoing intense treatment and diagnostics daily, with a total medical bill of over $6,000.00 in 1992. And yes, I brought the patient home and, without hesitation and confidence, charged a fee of $125.00.
Client lesson, "if I only listened to my veterinarian to have annual diagnostics, my baby would not have suffered so much."
Today the client mindset is better with the consistent education of market industry influences, publications, and collateral material; however, the situation of the judgment of what a client is wearing, driving, etc., still exists. First, that is none of our business. Pet owners today are accismus and want the best and deserve the best medicine plus, as a profession, can provide.
During my lectures to university students, practice owners, veterinarians, hospital managers, technicians and assistants, and customer care teams, I share my lessons and recommend an annual physical examination, blood diagnostics, urinalysis, and fecal analysis to patients. Period!
Keeping my diagnostic topic simple, apply what your textbooks state, the "A" scenario, at all times.
A SIDE STEP: ONE COMPELLING STUDYExcerpt: Preventive measures in human healthcare are recognized as a means of providing early detection of disease, however, the veterinary profession has not been as effective in communicating the benefits of preventive measures to pet owners. Readily available pet healthcare information on the internet, owners not understanding that regular health evaluations can ensure the well-being of their pets and owners confusing the signs of chronic disease with normal aging have contributed to declining numbers of veterinary visits.
HRQL data, collected via a white-labeled veterinary clinic branded app designed to facilitate connected care between owner and veterinarian, were analyzed for 6,108 dogs, aged between 6 weeks and 16 years. Of these 5,002 were deemed to be in perfect health by their owners, yet the alert was triggered for 1,343 (27%) of these, 75% of which were young/middle-aged and 25% were old, indicating that acute injuries notwithstanding, many middle aged dogs may have been suffering from undetected chronic disease such as osteoarthritis.
Davies, V., Scott, E. M., Lesley, M., Wright, A. K., & Reid, J. (2021). Corrigendum: Development of an Early Warning System for Owners Using a Validated Health-Related Quality of Life (HRQL) Instrument for Companion Animals and Its Use in a Large Cohort of Dogs. Frontiers in Veterinary Science, 8. https://doi.org/10.3389/fvets.2021.676049
EDUCATION, EDUCATION, and EDUCATIONGoogling "The necessity of annual blood testing in pets:" there are over 237 million results which mean the message is out there. Applying that procedure and protocol infrastructure in your hospital is another.
Yes, we all know about the financial conundrum a pet parent experiences today, especially post-pandemic. Nevertheless, keep forward in your laboratory diagnostic policy, and let the pet owner decide your recommendation. Plenty of financial solutions and assistance exist for consumers if they need them. You will only achieve wins at times; however, your policy for high-end veterinary medical care sends a direct and pertinent message of "providing excellent patient care."
Taking the step forward behooves us to run an annual comprehensive diagnostics panel on every patient and solidifies the soul of you and your hospital team that this is quality care. They must fully understand and believe the why's involved (just like a mantra), so they also educate the pet owner to make the right decision.
Annual physical examination includes bloodwork, urinalysis, and fecal testing, which is the 5-star golden rule.
Contact your hospital’s diagnostic sales representative for assistance; they are knowledgeable and can help substantially.
Are You Here Again?
Your Hospital's front entrance swings open, your eyes start rolling, and your defenses are immediately up. Well, another non-scheduled stop-by appearance to deliver morning donuts or have a scheduled team-sales representative pizza lunch. At least this time, it is pepperoni!
Internally, your mind has shut down for what vital knowledge you can obtain, and your behavior consequence is detrimental to yourself, your team, and your practice.
First, we assume the sales representative's primary purpose is to sell us something. Maybe they are, and perhaps they are not. Try this, change your mindset's paradigm and understanding, look to the positive, and nurture their visit can only become a good and advantageous experience and shed wisdom; here is why?
- Who do you believe has the pulse of the veterinary community in your area?
- If their product or service is visible and purchased at your Hospital, who can better explain the features, advantages, and benefits?
The Illusion of CSR Training Is Finally Reality
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BUILDING A PROFESSIONAL CAREER PATH FOR CSRsThe time was 1976. I was just starting my veterinary medicine career—working the front desk, cleaning cages, helping technicians hold animals, filling prescriptions, and reading fecal floats. In those days, everyone on the team fulfilled all functions of running an animal hospital. It was a crash course in both veterinary knowledge and insanity, and I loved it!
Today, much has changed in veterinary medicine; computers, PIMS software, technology, surgical techniques, anesthesia and pain management, pet insurance, financial assistance companies, virtual consultations, compounding pharmacies, CT, MRI, plus, new career opportunities for veterinarians, and practice managers. With my experiences over the past 43 years, I could write a book on the advancements in veterinary medicine.
However, what has remained the same is the need for more structured Client Service Representative training. Yes, we have all heard of this issue before, but as a profession, we have yet to develop a career path for CSRs. I attended, participated in, and conducted many front desk training programs, drafted and wrote CSR SOP protocols, conducted training sessions, and watched our industry launch programs to enhance the client experience and relationship building, and still, the same 1976 client service issues are present today. All I hear in the industry is poor client relations skills, difficulty retaining front desk personnel, missed charges, missed appointment opportunities, and client complaints (of all sorts).
For example, “my lead front desk doesn’t understand proper phone skills,” they never smile, always too busy even to acknowledge clients who want to check in or wait for an appointment. So, as a solution, the Practice Owner or Practice Manager may hire a client service specialist, buy CSR video programs, send them to a conference for a seminar-workshop training, and continue weekly front desk pizza lunch session.
I ask myself, when does this hamster wheel finally STOP? I love Albert Einstein’s quote, “The definition of insanity is doing the same thing over and over again and expecting a different result.” This definition still holds for CSR training.
The most simplistic and strategic solution is to follow a successful track in veterinary medicine. We have CE with certificate programs for Practice Owners, Technicians, Veterinarians, and Practice Managers. Why not for CSRs? Let us build a CSR career path, a roadmap to provide the tens of thousands of Client Service Representatives with the ability to become true professional Client Service Representatives. Educated, trained, and certified within our profession.
After four decades in this incredible profession, I have always wanted to leave a mark so that my contribution meant something. Now, working for a company that will bring real change to our industry by creating two essential programs that will ultimately build a career path for CSRs and benefit all animal hospitals’ operations, here is my chance.
Addressing our CSR situation domestically and globally is IGNITE Veterinary Solutions. Because the veterinary profession is unique, their two CSR programs address general practice, specialty, and emergency critical care CSRs. Veterinary Certificate of Excellence-GP (VRCE) and Veterinary Certificate of Excellence-Spec/ER (VRCE Spec/ER) are both immersive CSR training programs using neuro-science and unique learning methodologies designed specifically for adult learning.
Jill Clark, DVM, the founder and Chief Visionary Officer of IGNITE, states, “It’s about time we had an authentic career path for our CSRs. This position has been underutilized and under trained for decades. It’s time we elevate this role to the client experience leader and revenue driver it is. If you have ever thought you don’t have time to invest in this role because they might not stay, I would tell you that if you invest in this role CSRs not only stay, but become valuable leaders of your client experience, revenue capture and overall hospital efficiency.”
The VRCE student will learn by the minute. Both VRCE programs contain roughly 32 courses and 40 hours of learning, with testing conducted after the program’s conclusion. Once the CSR student passes their examination, they receive a certificate and can add the VRCE acronym after their name.
By investing in the most critical department of an animal hospital, the front desk, we can and will build an even more successful veterinary profession. While client-patient demand accelerates in our industry, we can develop a much-needed career path for Client Care Teams, which will ultimately hold our veterinary profession to its highest standards.