Skip to main content

Blog Archives

Older posts
Newer posts

Speak the Right Words

Speak the Right Words

Debra Vey Voda-Hamilton, principal at Hamilton Law and Mediation, PLLC (HLM), helps vets and their staff learn how to appropriately address disagreements and foster mindful reactions to difficult discussions. As the first conflict consultation practice in the U.S. dedicated to helping people resolve conflicts that arise in business and life over animals, HLM uses empathy, compassion, and methods of alternative dispute resolution (ADR) to assist people in understanding the “why” of a conflict that arises when dealing with animals. These conflicts are relational, not transactional, and can be nipped in the bud—before they nip the veterinarian in the butt—if skills to address the conflict are learned and applied.

Gain the knowledge on how to peacefully and proactively:

  • Address disagreements
  • Choose to keep relationships or let them go peacefully
  • Appreciate how you (and others) think
  • Enhance your listening skills
  • Find strength in allowing curious questions and discussions
  • Realize you can navigate difficult conversations

Brought to you by our friends at Vetoquinol.

Helping New Pet Owners Create a Fear-Free & Happy Life for Their Pet

Helping New Pet Owners Create a Fear-Free & Happy Life for Their Pet

New pet owners can be overwhelmed with all the information we want to provide them regarding the health and wellbeing of their pet. However, if a strong human-animal relationship built on trust and empathy is not established, the pet very well may not remain in the home. In this webinar, Kenneth M. Martin, DVM, DACVB, and Debbie Martin, CPDT-KA, KPA CTP, LVT, VTS (Behavior), will provide you with 5 tips to give new pet owners so they can start the relationship off on the right paw, facilitate a strong bond, and keep pets in the home and coming back to your veterinary clinic.

Brought to you by Vetoquinol

Are Your Clients Raising Avian Junk-Food Junkies? What They Should Know About Feeding Birds

The idea that birds should eat all-seed diets likely has its roots in two facts:

  1. Many birds are uniquely adapted to eat seeds and nuts, able to effortlessly crack even the hardest shells and extract the tender insides.
  2. Birds love seeds.

If birds love seeds and are engineered to eat them, doesn’t it follow that the bulk of a pet bird’s diet should be seeds? Absolutely not.

The nutritional needs of our birds’ counterparts in the wild may well be quite different from those of our pet birds, living in luxury in our homes. Also, the nutritional makeup of what they eat in the wild may be quite different from what we feed them in our homes. They’re living very different lives!

All-seed diets make most pet birds sick over time, because seeds deny them the nutrients they need for longer-term survival, add nutritional components that are excessive and unhealthy, and ultimately weaken them to the point where other diseases find it easy to take hold. The fact that pet birds can survive at all on such diets is a testament to the toughness of birds.

An all-seed diet contributes both directly (through malnutrition) and indirectly (by weakening the bird, making it easier for infectious disease to take hold) to a serious reduction in the possible life span of any pet bird – by half or more in many cases.

But birds know what’s good for themselves, right? After all, parrots are very intelligent. Well, so are you, but we bet that fact hasn’t stopped you from enjoying tasty treats that you know aren’t good for you. For birds, seeds are the equivalent of a greasy burger: junk food. And it’s that high-fat component that tends to get them in trouble. Too many pet birds (and people) are junk-food junkies.

Pelleted foods are a solid basis for a bird’s diet, but even pellets, wonderful as they are, probably need to be supplemented with vegetables, fruits, and other such “people food” as bread and pasta. Giving different foods in addition to pellets is a way to replicate the way most psittacines eat in the wild, consuming a wide variety of foods that vary seasonally.

This article was reviewed/edited by board-certified veterinary behaviorist Dr. Kenneth Martin and/or veterinary technician specialist in behavior Debbie Martin, LVT.

Excerpted from Birds For Dummies, 2nd ed., by Brian L. Speer, DVM, Kim Campbell Thornton and Gina Spadafori, Wiley, 2021.

 
 
|

Top 10 Treats to Win Pet Hearts

Mikkel Becker, CBCC-KA, KPA CTP, CDBC, CPDT-KA, CTCFor pets, treats are like currency. Just as few of us will expend much effort to pick up a penny, but would risk ripping the seat out of our pants for a dollar, pets too crave high-value treats. Let’s face it; not all treats are created equal. There are certain flavors, textures, and even temperatures pets prefer over others.

It’s crucial to use “the good stuff” when it comes to treating effectively and gaining a pet’s keen appetitive interest in the face of distractions and change that are beyond a pet’s comfort zone, as happens when they are removed from the comfort of home and taken into the veterinary hospital environment.

Many Fear Free Certified Professionals have their own “tricks of the treats” to persuade even the most finicky of pets to chow down and lick their lips. Dr. Marty Becker,  founder of Fear Free and a Fear Free Certified Professional himself, is rarely in the exam room without a ready supply of top-shelf treats that he and his team generously hand out as pleasant distractions and high-currency mood boosters to help deliver a more optimal emotional experience for pets during veterinary healthcare.

Here are his top 10 pet-preferred treats for Fear Free veterinary care.

For Dogs

– Baby shrimp

– Beggin Strips (broken into tiny pieces)

– Canned salmon or tuna

– Warm deli turkey

– Easy Cheese Cheddar & Bacon

– Freeze-dried meats from Pure Bites

– Honey Nut Cheerios

– Kong Squeezable Peanut Butter

– Peanut Butter Captain Crunch

– Slices of turkey hot dogs

For Cats

– Albacore tuna or salmon

– Anchovy paste

– Baby shrimp

– Bonita fish flakes

– Easy Cheese Cheddar & Bacon

– Fancy Feast: Foil packs of any flavor

– Green olives

– Marshmallows

– Vegemite

– Whipped cream

Dr. Becker and the team at North Idaho Animal Hospital pay special attention to economical means of delivering tasty treats by ordering many of the above options in bulk for a lower price. They keep treats fresh and easy to pull out for individual patients by dividing the bulk size into smaller portions when possible, placing them into small, treat-size Ziplock bags and storing in a refrigerator or freezer until needed. The team will pull out treat options from the freezer to thaw in the fridge overnight. Warming the contents in a microwave-safe container for 7 to 10 seconds prior to the exam releases fragrant aromas and heightens flavors.

Pets with allergies and other special dietary needs receive treats specially chosen treats. Oftentimes the owner will bring in a pet’s favorite treats, such as blueberries, apple pieces, or green beans. An alternative is to warm the pet’s regular hypoallergenic food or treats in the microwave to enhance scent and flavor. A canned version of the pet’s regular food or a compatible alternative soft food and treats can be delivered through means of a food-dispensing toy. Or fill small paper cups with dilute beef bouillon or tuna juice and freeze to make a long-lasting popsicle the pet can lick. Remember, pets are coming in hungry, so even their regular food warmed up can seem like manna from heaven.

Deliver tiny tastes or portions. The pet may receive dozens of treats or continuous licks of a treat during the exam, but their appetite is maintained through small amounts (think Cheerio-size or smaller) or slow delivery methods such as from a food puzzle.

How do Dr. Becker’s favorite Fear Free treats stack up with your own go-to treats? What would you add to the list?

This article was reviewed/edited by board-certified veterinary behaviorist Dr. Kenneth Martin and/or veterinary technician specialist in behavior Debbie Martin, LVT.

Mikkel Becker is the lead animal trainer for Fear Free Pets. She is a certified behavior consultant and trainer who specializes in reward-based training that’s partnered closely with the pet’s veterinary team. Mikkel is the co-author of six books, including From Fearful to Fear Free.

 

 

 
 

Fear Free CSRs: How You Can Help Prepare Pet Owners

Course Overview

The CSR is the client’s first point of contact with the veterinary clinic. They play an important role in communicating the Fear Free concept and helping the client prepare their pet for a Fear Free vet visit. This module will help CSRs better understand how to “Speak Fear Free” to clients. It will provide sample scripts and tips. It will also provide them with a better understanding of the FAS scale, an awareness of their surroundings, the knowledge of what steps to take to ensure a positive experience for each pet, and more.

This course was written by Louise Dunn.

This course consists of three lessons:

  • Lesson 1: The CSRs Role for the Pre-Visit
  • Lesson 2: Creating the Fear Free Environment
  • Lesson 3: How to “Speak Fear Free” to Clients

Pheromones to Help Pets Cope with Holiday Stress

Pheromones to Help Pets Cope with Holiday Stress

The holidays are often overlooked as a major time for stress in our patients’ lives. In this webinar, Valarie V. Tynes, DVM, DACVB, DACAW, will review the common triggers occurring from October through the end of December and how to equip your clients with the best information to make it a happy holiday season for everyone.

Brought to you by our friends at Ceva Animal Health

A sick dog is lying on the carpet. Treatment of dogs at home

Talking About OA with Your Clients Doesn’t Have to be Painful

Mary Ann Vande Linde, DVM, Vande Linde & Associates, Brunswick, GeorgiaOsteoarthritis is the most common joint disease diagnosed in humans and pets. What does this mean to a veterinary team? It means that a high percentage of pets and their owners have some familiarity with the discomfort and pain of joint disease. I’m sure we have all had clients tell us they have noticed a change in their pet’s activity, but they usually pass it off as normal for his/her age or suggest their pet is just “slowing down.” This belief does not mean that they don’t care; they just do not understand that what they are seeing may be due to pain. There are some simple communication tools your team can utilize to add value and increase a client’s understanding and acceptance that osteoarthritis (OA) is not normal, and their pet has options.

One of my mentors once told me “never tell a client what you can show them.” A client may see their pet hiding or not playing, and they will need assistance determining if their pet is painful or fearful. Using the Fear Free Strategies of Considerate Approach (CA) and Gentle Control (GC) allows the pet to be comfortable enough to exhibit OA signs in the client’s presence. With CA, a relaxing atmosphere can be created where the pet can have room to move and be observed. Adding pheromones to help keep them calm and non-slip surfaces both on and off the exam room table enables them to safely explore. In addition, with GC, veterinarians can examine the pet where he or she prefers and is most comfortable. Make sure to plan ahead by having materials easily accessible, and have assistance available in the room so the veterinarian can keep a gentle reassuring hand on the pet. Later during the physical exam, the doctor can communicate how their assessment relates to what the client sees their pet experiencing.

To be efficient and consistent communicators, teams need tools that open clients’ minds to possibilities.  The Zoetis Canine and Feline OA Screening Checklists can be a discussion starting point. These checklists have “cartoons” of cats and dogs doing common activities around the home that have been identified through research as top behaviors that can indicate OA pain.1,2

This visual checklist allows the client to see their pet’s behavior changes through the animations.  They can see how a healthy cat moves compared to a cat who has unhealthy changes from OA pain. With a checklist a client can tell the veterinarian what they see in comparison to the pictures, or they can review a video of what their pet is doing compared to the cartoon. By reviewing the checklist with a trained technician or veterinarian, the client can offer insight into how they view their pet’s mobility, behavior, and daily comfort. This checklist can be used prior to any exam with an email electric copy, or completed in the room by computer, phone, or as a printed hard copy. This could be a valuable addition to any biannual or annual checkup.

Age is not a disease. And we have tools, strategies and skills that make client discussion interactive, efficient and fun. Clients love to learn about their pets, they want a plan, and they want to feel confident they have made good decisions. Combining the tools of an interactive team checklist, Fear Free strategies of CA and GC and using open questions with active listening create productive discussions, save time, and produce healthier teams and pets. Go ahead talk about OA with these tools: it’s painless.

References

  1. Enomoto, M. (2020). Development of a checklist for the detection of degenerative joint disease-associated pain in cats. Journal of Feline Medicine And Surgery
  2. Wright, A. (2019). PVM1 Diagnosis and treatment rates of OA in dogs using a Health Risk Assessment (HRA) or Health Questionnaire for OA in general veterinary practice Value In Health, 22, S387
  3. Adams, C., & Kurtz, S. (2017). Skills for communicating in veterinary medicine. Oxford: Otmoor Publishing.

This article was reviewed/edited by board-certified veterinary behaviorist Dr. Kenneth Martin and/or veterinary technician specialist in behavior Debbie Martin, LVT.

Sponsored by our friends at Zoetis Petcare. NA-02335

Communicating the Value of Fear Free to Your Clients

Dr. Julie Reck, Owner, Veterinary Medical Center of Fort Mill, Fort Mill, South CarolinaMore than ever, pet owners have a strong bond with their pets. That means they are expecting their pet’s experience at the clinic to be enjoyable. Fear Free provides that excellent “customer” experience for both the pet and the pet owner. However, a client’s first Fear Free experience will likely be different from previous veterinary visits and could seem strange. It is important to ensure that each client fully understands that Fear Free considers both the medical and emotional well-being of their pet and realizes the significance of taking both aspects of the pet’s care into consideration.

Three Key Messages for Our Practice

  1. We believe in the power of positive reinforcement. Patients will be treated kindly and receive lots of treats and verbal encouragement.
  2. Fear Free is reinventing the definition of a successful veterinary visit. It is no longer acceptable to “just get it done.” We take into consideration where the patient is emotionally and proceed appropriately, which may mean that some things will not get done during a visit. For example, toenail clipping may have to be done another day if the patient elevates to moderate signs of fear, anxiety, and stress (Level 3 FAS).
  3. Our hospital has a consistent approach to handling and treating our patients: Everyone is practicing Fear Free techniques with every patient.

Below are tips for successfully communicating the benefits of Fear Free to your clients.

Maximize Your Social Media Presence

Currently I have owners seeking out my clinic specifically for the Fear Free experience, but in the beginning this was not the case. It became obvious to me that the benefits of the Fear Free visit needed to be stated clearly in all my communications.

For the pet owner, the Fear Free journey begins before they get to the clinic. I want my clients to be educated consumers, so they “know before they go,” or, in other words, they know what to expect when they arrive at my clinic. My website and my clinic’s Facebook page fully communicate this to pet owners. We take a proactive approach to prepare the client for a positive experience. This includes stating our philosophy on what a good veterinary experience looks like for the pet and the pet owner using videos, testimonials, news feeds, or stories to keep pet owners informed and prepared for that great Fear Free experience.

The Customer Service Representative (CSR) Prepares the Client and Pet for the Visit

Our CSRs are the next line of communication. They are trained to answer any questions about Fear Free and are critical in making sure that the pet arrives safely and prepared for the visit.

Safety includes recommending that the pet is either in a carrier or harnessed/seat belted while in the car, and that they have a collar and leash if walked into the clinic or stay in the carrier until in the exam room. The carrier can provide the pet a sense of comfort.

Being “prepared” for the visit means making sure the pet arrives hungry and that we have their favorite treat ready for them when they arrive. A day or two before the visit, we send the owner a reminder email and/or text with these same instructions.

Continuing to Communicate During the Examination

The examination provides an opportunity to have a conversation with the pet owner, allowing them to feel more involved with the entire process. I will explain what I am doing, such as standing behind the patient instead of examining their head and face first. I will also describe the patient’s emotional status based on the patient’s body language and my physical findings. This prepares the owner for any diagnostic and/or treatment recommendations that I make, and they are more likely to be compliant with my plan.

Additionally, if the patient’s level of FAS does not allow the completion of the exam or planned procedures, such as nail clipping, the client will be more likely to understand because of the ongoing conversation about the patient’s behavior and emotional status.

It is also important that the pet owner understands their pet’s level of fear, anxiety, and stress will change, based on the situation. A dog who typically loves coming to the clinic may behave differently when coming in for examination and treatment of a painful ear infection. Where we may have never needed to sedate in the past, it is necessary now to ensure that the patient had the best possible experience because the dog’s pain has exacerbated his level of fear.

For patients with a history of severe veterinary visit FAS who we are seeing for the first time, we will inform the pet owner that the first visit will be a consultation. We take the patient’s history, perform a visual examination, but forgo the physical examination to keep the FAS level as low as possible. We may prescribe PVPs and/or schedule a series of “Happy Visits” where the patient arrives, receives treats, then leaves before we ever get to the hands-on physical exam.

What About the Client Who Fails to See the Benefits of Fear Free?

For clients who are more interested in “just getting it done,” I will inform them that the goal is to consider the long-term emotional wellbeing of their pet rather than the short-term approach of “just getting it done.” Some clients will understand and comply. For those who do not, we will agree to disagree and part ways.

It is important that the clinic owner and staff back this decision and uphold the values the Fear Free team has agreed upon. This is especially true if the pet owner is loud and unpleasant. Professional affirmation for the decision and support from colleagues can reinforce that one negative encounter with a client cannot undermine all the positive feedback and improved patient outcomes that comes with being Fear Free.

I have found that it is the small consistent changes that accumulate over time that get you to Fear Free. You might start with pheromones and see a subtle difference, then add in Considerate Approach and Gentle Restraint with liberal use of treats and see more of a change. As you continue to master the techniques and communicate the benefits of Fear Free, you will find that you and your staff are emotionally enriched, your clients have a renewed feeling of trust and bonding to you, and your clinic and your patients are actually happy to see you!

Sponsored by our friends at Zoetis Petcare. NA-02292

Older posts
Newer posts