Banfield Pet Hospital Launches 24-Hour Access To Pet Health Advice With Vet Chat

Posted on June 13, 2019 by Aba Chiongson

PRESS RELEASE PR Newswire

Jun. 4, 2019, 09:30 AM

VANCOUVER, Wash., June 4, 2019 /PRNewswire/ — Today, Banfield Pet Hospital® announced its new telehealth service, Vet Chat™, that offers its more than two million Optimum Wellness Plan® clients across the U.S. and Puerto Rico access to one-on-one chat with a veterinarian anytime, anywhere through the Banfield app. With a recent Banfield survey showing 71% of pet owners turn to the internet instead of their veterinarian, Vet Chat gives Banfield’s wellness plan clients on-demand access to general pet care advice and triage support from a veterinarian.

According to the survey, 75% of veterinarians agree that knowing how long to wait before consulting a veterinarian is one of the biggest challenges their clients face. Making matters worse, 90% of veterinarians worry pet owners may unknowingly put their pet at more risk by taking bad advice from the internet. Banfield aims to help solve these common dilemmas by introducing Vet Chat and encouraging pet owners to ‘Nix the Net, Text a Vet.’

“At Banfield, we never take for granted that being entrusted with the care of a beloved pet is to be invited into the emotional center of a person’s life,” said Brian Garish, president of Banfield Pet Hospital. “To us, that means not only being with you throughout your pet’s life, from puppyhood through the golden years–– it also means being there during those unexpected, sometimes anxiety-ridden moments between visits. Vet Chat marks the next chapter in the future of pet care, and we’re thrilled to offer a service that benefits our clients, their pets, and our veterinary teams.”

Celebrity and pet advocate, Jane Lynch, is helping Banfield raise awareness of the dangers of turning to the internet with pet health issues instead of seeking counsel from a veterinarian.

“As the proud owner of three rescue pups, I am all too familiar with the sounds of a dog vomiting at three in the morning – and the comfort and peace of mind that comes with having a veterinary team I can count on,” said Lynch. “I’m honored to work with Banfield Pet Hospital to launch Vet Chat, which gives pet owners access to advice from a trusted source – anytime, anywhere.”

SEARCHENGINEITIS CAN BE A REAL PROBLEM
In addition to concerns about the negative impact taking inaccurate advice from the internet can have on pets, 90% of veterinarians surveyed also report needing to dedicate more energy and allotted appointment time toward correcting misinformation pet owners gleaned from the internet.

Further, many veterinarians report seeing owners fixate on certain signs and symptoms, omitting critical information (75%), while others say they articulated the signs and symptoms differently than they might have before their online research, influencing the focus of the exam (59%).

TIMING IS EVERYTHING
Banfield also found 39% of pet owners admit they sometimes struggle to decide when to call the veterinarian – a difficulty faced by seasoned and first-time pet parents alike – and nearly four in tenpet owners (37%) say that, in general, they prefer to consult the internet first.

The majority of pet owners surveyed (66%) also say they have personally turned to the internet about a suspected pet health issue – whether via general online searches (45%), visiting pet health websites (45%), or posting on social media (15%). Further, pet owners reported online pet health research typically leaves them feeling anxious (32%), overwhelmed (25%) and fearful (25%).

BREAKING UP WITH DR. SEARCH ENGINE
More than half of veterinarians (51%) reported they can think of a time when a client failing to disclose previous DIY treatment attempts led to unexpected complications or prescription interactions for a pet. In fact, just under half of veterinarians (47%) say the effects of an owner’s independent treatment attempts have masked or changed a pet’s original signs and symptoms, making issues harder to accurately diagnose.

One third of pet owners (35%) report losing sleep over their pet’s health, and nearly one in five (17%) report feeling ill themselves. More than half (60%) of pet owners even say they are quicker to bring their pets to the veterinarian than to bring themselves to their own doctor.

To sign up for an Optimum Wellness Plan, which includes Vet Chat, pet owners are encouraged to schedule a visit with their local Banfield Pet Hospital. For more information about Banfield and to find a nearby location, visit www.Banfield.com.

About Banfield Pet Hospital^®Banfield Pet Hospital was founded in Portland, Ore. in 1955 and today is the largest general veterinary practice in the United States with more than 1,000 hospitals in 42 states, Washington D.C. and Puerto Rico. More than 3,600 Banfield veterinarians are committed to providing high-quality veterinary care to over three million pets annually. As part of the Mars, Inc. family of brands, Banfield is committed to its purpose—A BETTER WORLD FOR PETS®—because pets make a better world for us. Press seeking additional information are invited to call the Media Hotline: (888) 355-0595.

About Kelton Research
Kelton Research is a full-service market research consultancy with offices in Los Angeles, Chicago and New York. Kelton serves as a strategic partner to both Fortune 500 corporations and smaller companies, utilizing a wide range of qualitative and quantitative methodologies to drive tactical recommendations for clients. For more information about Kelton’s services, please visit www.keltonglobal.com.

Survey Methodology
Banfield Pet Hospital’s pet owner telehealth survey was fielded to 1,029 pet owners aged 18+ in the U.S. online between February 13, 2019 and March 4, 2019. Results of any sample are subject to sampling variation. The magnitude of the variation is measurable and affected by the number of interviews and level of the percentages expressing the results. In this particular study, the chances are 95 in 100 that a survey result does not vary, plus or minus, by more than 3.1 percent, from the result that would be obtained if interviews had been conducted with all personas in the universe represented by the sample. The margin of error for any subgroups will be slightly higher.

The veterinarian survey was fielded to 204 veterinarians aged 18+ in the U.S. online between February 13, 2019 and March 4, 2019. Results of any sample are subject to sampling variation. The magnitude of the variation is measurable and is affected by the number of interviews and the level of the percentages expressing the results. In this particular study, the chances are 95 in 100 that a survey result does not vary, plus or minus, by more than 6.9 percent, from the result that would be obtained if interviews had been conducted with all personas in the universe represented by the sample. The margin of error for any subgroups will be slightly higher.

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SOURCE Banfield Pet Hospital

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Practice positive: Promoting a positive culture in your veterinary practice

Posted on June 13, 2019 by Aba Chiongson

Is your practice mascot a two-headed monster or a friendly clinic cat? Fetch dvm360 conference speaker Ori Scislowicz offers tools and advice to transform your team.

Aug 18, 2018

By Portia Stewart, Editor, Team Channel Director

FIRSTLINE

Photo source dvm360

shutterstock.com

If your practice culture had a spirit animal, what would it be? At a recent Fetch dvm360 conference, Fetch speaker and Firstline Editorial Advisory Board member Ori Scislowicz, BS, LVT, aPHR, asked attendees to play the mascot game. (Want to play? Here’s a free tool to try this at your own practice. Go ahead. We’ll wait right here.) Using drawing space in their attendee notebooks, veterinary professionals drew the animals that best represented their practice’s current culture. The results?

Photo source dvm360

One attendee shared her drawing of her clinic cat Milo—19 pounds of love and affection, and loved by everyone at their practice. Another attendee drew sunshine for her practice’s mascot, because she says her team finds a way to stay excited about the work they do, even on sad days.

But it was the third drawing that expresses the workplace challenge many vet professionals face: a two-headed monster. The attendee said she drew the monster because she felt like her workplace was divided, with a group who managed to stay positive and another group that didn’t manage to keep out of the muck.

Why does your practice need to care about its culture? It’s the difference between a practice that thrives, versus one that barely survives. Scislowicz says practices with poor cultures are pretty easy to identify from the outside. It’s like a dark cloud that hangs over the practice, and outsiders who enter can sense the negative energy immediately.

But what does it look like from the inside? Here are the warning signs: People don’t smile. They don’t joke around with each other. There’s a dark energy. There’s no positive enforcement. Instead, Scislowicz says, people focus on infractions. You have controlling leaders. There’s too much concern over hierarchy and power. Managers and team members rarely interact, and there’s a lack of structure and discipline—or too much, signaling a lack of trust. And, most important, people don’t communicate.

“A disparaging culture equals a dying practice,” Scislowicz says.

So what do you do if you discover you’ve got a practice culture on life support? You’ve got to rebuild, she says.

“Talented vet professionals will be attracted to a strong and positive culture,” she says. “[It] strengthens employee engagement and retention and performance.”

Here’s what that looks like.

First, you’ve got to identify the problem areas. An easy way to do that is to survey your staff using free survey software, like SurveyMonkey. Scislowicz says you may consider asking questions like these:

• Are you happy to come to work?
• What contributes to your stress?
• What’s one thing you like about your job?
• What’s one thing you’d like to change about your job?
• Do you feel supported by your team leader?
• Do you feel supported by doctors?
• Do you feel like there’s room for growth in your position?

Once you’ve gathered this feedback, you have to act on it, Scislowicz says. Gathering feedback and failing to act can actually be more demoralizing to team members than not being asked at all.

Once you’ve identified your problem areas, it’s time to work to solutions. First, team members need to learn how to communicate. Scislowicz suggests spending some time during team meetings to train team members to talk to each other—instead of bringing their problems to the manager … Every. Dang. Time. It’s also a good idea, she says, to encourage team members to have signals so they can communicate when they’re triggering each other. This means team members have to be open to giving—and receiving—feedback.

And some of your feedback needs to be positive. Yeah, I know, seems like a no-brainer, but Scislowicz says sometimes we’re no good at it. For example, do you know how your team members like to be recognized? Not everyone likes public recognition. She suggests searcing the web for “reward and recognition assessments” to find templates for your team. Ask them to complete the assessments so you can personalize rewards to your team members.

Finally, you need to honestly and critically evaluate all the components of culture: your practice’s leadership and management; your workplace practices and policies; your employees, your mission, values and vision; and your physical work environment.

Cheat sheet: 3 tips to repair your damaged culture

1. Get everyone’s opinion before you make a major change. Use surveys, reviews and one-on-ones.

2. Make your change a team project.

3. Formulate expectations together, and hold each other accountable.

What does that look like? It means increased communication and support with scheduled regular check-ins with your team. The key: don’t just focus on problems. It also means company-wide meetings. Scislowicz says you must give employees different outlets for their opinions, whether it’s in meetings, on message boards or through anonymous surveys. Finally, don’t forget the EQ—emotional intelligence. Start by learning to really listen. Then follow these steps to build your emotional intelligence.

Once you’ve moved your practice to a healthier space, you’ve got to maintain positive culture. This starts at the beginning of your relationship with team members. During onboarding, Scislowicz suggests check-ins with new employees at two weeks, 45 days and 90 days. This help you identify when team members are struggling with processes, interpersonal relationships and more. It also means using phased training.

Next, consider the life balance you offer your team, Scislowicz. Do you offer PTO, does it increase over time, and do you have opportunities for growth and CE?

Finally, it’s wise to create a cultural contract: This consists of five key points your team members agree on about how you will treat each other. “For example, we don’t wait more than 24 hours to address an issue, or we won’t gossip, we will talk to each other,” Scislowicz says.

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Thrive By Treating Your Veterinary Hospital Like a Big Brand

Posted on June 13, 2019 by Aba Chiongson

by WhiskerCloud
May 30, 2019
Veterinary Industry

Photo source whiskercloud

Not all businesses are created equal, and that’s okay. Whether you’re a massive ten-doctor hospital or a mobile veterinarian in a rural area – you can still act as the big brands do in your community. Why is this important? For any local business, and especially veterinary hospitals, it’s important to stand out and add value to your community. Shockwaves were sent through the veterinary industry when Walmart announced they were opening 100 veterinary offices in their stores over the next 12 months. So how can you compete? It’s easier than you think.

The trends say you’re safe.

As retailers and local businesses around the world are watching juggernauts like Amazon and Walmart continue to cannibalize market share of multiple industries, small businesses still saw a 5.3% increase in sales during the last holiday season. The “shop and support local businesses movement” is here to stay, but that doesn’t mean you can just sit back and relax.

Think bigger.

What can you offer that Walmart and Amazon cannot? A customized experience during every single visit to your hospital. We often ask ourselves – how would Disney create an experience for clients when they come to WhiskerCloud? From the moment you walk through the doors at your favorite Disney park, you are greeted by dozens of smiling cast members, the music is playing in the background, and the smell of churros is in the air. What happens when someone walks into your clinic? Are they greeted by smiling employees? Is it clean and inviting? The visit starts well before they even come to see you, and this journey needs to be seamless on your website or during the first phone call to your clinic. Does your website provide them with the information they need? Can they book or request an appointment online? If not, contact us today to discuss how to fix that! During the appointment, make sure you’re taking care of clients in a timely manner and offering over-the-top care and support to your patients. Continue to follow-up, provide information, and make sure they understand how important they are to you – it will create a lasting impression.

Become a part of the community.

As the pet and veterinary industry grows, so does the number of veterinary hospitals on every corner. There are four veterinary hospitals in walking distance from the WhiskerCloud office in Newport Beach, if that tells you anything about saturation. What makes you stand out? More importantly, how do you stand out before a decision has been made to visit your website or call you? This is your chance to become part of the community. Take part in community events, partner with non-profit organizations, and work to become a true pillar of the community. The next time people in your area ask where they should bring their pet for an exam, your name will continue to come up in the conversation.

Up your technology game.

In some cases, you will not be able to compete with companies like Amazon or Walmart. However, technology is the great equalizer in life, and if you use it wisely, you will see your numbers grow. Having a mobile-friendly website with all of the customizations you could need is a great place to start. Clients should be able to easily find you on Google because of stellar SEO, read amazing reviews about your office thanks to strong reputation management, and be able to book an appointment or contact you from any device at any time of day will help you convert new business faster. If your website is broken or doesn’t offer these simple features, it will make the visit to Walmart’s new veterinary appointment booking website that much easier.

We can help with that, and we believe that conversion is key. You never know when someone will access your website, or what device they’ll be on. Let WhiskerCloud make sure you’re optimized for converting web visitors into paying clients. Custom landing pages, call-to-action buttons, and online forms lead to growth.

You can also opt to use companies like PetDesk (which integrates nicely with WhiskerCloud) and allow your clients to receive appointment reminders and confirmation, access to their pet’s records, and allows them to order refills or request an appointment in minutes.

What not to do:

Sit back and wait. Every day there are thousands of people searching online or asking friends for recommendations for a new veterinary hospital. How confident do you feel about coming up first in either scenario? If you need some help, let us know. Requesting a demo with WhiskerCloud takes 30 seconds and is always free. If you have issues, we have solutions.

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Painstaking veterinary forensics work helps combat animal abuse

Posted on June 13, 2019 by Aba Chiongson

Author

Kendra Coulter

Chancellor’s Chair for Research Excellence; Chair of the Labour Studies Department; Member of the Royal Society of Canada’s College of New Scholars, Artists and Scientists; Fellow of the Oxford Centre for Animal Ethics, Brock University

Many people have seen dramatizations of forensics on shows likes Bonesand CSI. Forensics is the application of scientific principles and methods to criminal investigations at crimes scenes and in labs.

In real life, forensic science is being applied to different victims: animals.

Front-line officers undertake the trying, risky and under-valued work of initiating investigations into suspected animal abuse. When crimes are committed against animals, their bodies become evidence. Veterinarians with forensic expertise undertake the intricate work of reading animals’ bodies in detail to find out exactly what was done to them.

At the urging of Beverly McEwen, animal pathologist and adjunct faculty in the Animal Health Laboratory at the University of Guelph, I attended the 12th Annual International Veterinary Forensic Sciences conference. This is not the sort of place you would expect to find a labour scholar.

But I am leading a team studying anti-cruelty enforcement work and policy. We are examining different practices and models to determine which will best protect animals, front-line officers, vulnerable people and public safety. It has become clear to us that veterinary forensics are essential for every jurisdiction committed to effective and comprehensive animal cruelty investigations.

So I have delved into this not-well-understood but important world of work with help from veterinarians and law enforcement leaders. Doing so has exposed me to graphic details about unfathomable human cruelty which I will not repeat here. Moreover, animal abuse often occurs alongside violence against women and children, upping the emotional ante – and significance – of this work.

A growing field

I was introduced to the role animal forensics plays in cruelty investigations through studying the partnership between the American Society for the Prevention of Cruelty to Animals (ASPCA) and the New York Police Department. A New York prosecutor told me that the forensic investigations undertaken by the ASPCA’s Robert Reisman and his team are invaluable.

There are well-qualified veterinarians across the United States who can provide expert forensic investigations and diagnoses.

Some U.S. veterinary schools are beginning to better integrate forensics into their curriculum and graduate-level specializations are offered. The University of California, Davis Veterinary School has a DNA lab which can identify details to help solve animal crimes.

There has even been direct public investment into veterinary forensics as more U.S. legislators recognize the role it plays in protecting wild animals and endangered species. The U.S. Fish & Wildlife Forensics Laboratory in Oregon is the world’s first — and hopefully not last — publicly funded facility focused on crimes against wild animals.

The global shift

Globally, a growing number of veterinarians are forging partnerships with law enforcement and key criminal justice figures to create the collaborations needed for integrated training and investigations.

From the United Kingdom to Taiwan, people are looking at the risks animal cruelty poses to animals, people and public safety. Some jurisdictions are creating task forces and investing in prevention and prosecution, including through animal forensics.

Since animal cruelty often occurs alongside the abuse of women and children, veterinary forensics helps people as well. Shwa Hall / Unsplash

In Colombia, not only is there a specialized policing unit focused on crimes against nature and animals, but also public investment in veterinary forensic investigations. Forensic veterinarian Julio Aguirre founded the country’s first veterinary forensics lab. He is leading a team of thirty people who provide comprehensive investigations despite dangerous conditions, serving both the police and citizens directly.

Unfortunately, veterinary forensics is still very under-developed in Canada. But I am confident this will change the more people learn about its importance and impact.

I conducted a survey on the future of animal cruelty investigations earlier this year. Of the more than 20 000 people who participated, 91 per cent expressed support for a small team of publicly-funded forensic veterinarians. This is an instance where the public seems to have more understanding and foresight than policy makers.

Science, ethics and politics

Forensic veterinarians maintain a commitment to objectivity in their methods. When they write reports and testify, they are clear about what can and cannot be substantiated from the evidence. This careful attention to detail and rigour builds trust and public confidence.

I am still processing a lot of the disturbing and deeply painful material that was covered at the conference. I don’t fully understand how some people find the strength to do these investigations, but I am grateful they do.

The profoundly tragic case of Puppy Doe, a horrifically abused dog named Kiya, still haunts me (and many others). But it is precisely from the unconscionable acts of some people that others have risen, more fervently committed to seeking justice for animals.

This is powerfully illustrated by Martha Smith-Blackmore, a forensic expert who has created The Animal Doe Project. This initiative raises funds to cover the basic costs of providing veterinary investigations when unnamed, stray and otherwise unknown animals are harmed or killed. This is a moving example of how ethics and science can be symbiotic. All animals deserve to live without abuse and suffering, whether they have been given names or not.

But for something as serious as animal abuse, we need more than charity. Animal cruelty is an urgent public safety matter that deserves the careful attention of our law enforcement and political leaders.

We can’t all be forensic veterinarians, but we need more people who can and will be. And we can all support robust, well-resourced animal cruelty investigations.

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Why veterinarians are at high risk of suicide: ‘It’s not just playing with puppies and kittens’

Posted on June 13, 2019 by Aba Chiongson

This image has an empty alt attribute; its file name is yahoo-lifestyle.png

Beth Greenfield

Senior Editor

Yahoo Lifestyle

May 21, 2019

Veterinarians, because of a multitude of work stressors, are up to 3.5 times more likely to die by suicide than the general population. (Photo: Getty Images)

Being a veterinarian is the stuff of childhood fantasies, right? It may be for some, but there’s a dark side to the profession, too: disproportionately high rates of suicide, depression and work-related burnout. And that’s something worth talking about during Mental Health Awareness Month, considering how much anyone with a beloved pet relies on their vet.

“I think there’s still this perception that, for people who love animals and become vets, it’s like, wow, that must be your dream job, you love animals and you get to work with them,” Nadine Hamilton, an Australia-based psychologist who specializes in the wellbeing of veterinarians through research and a virtual practice, tells Yahoo Lifestyle. “But it’s not just playing with puppies and kittens all day.” Her new book, Coping with Stress and Burnout as a Veterinarian, gets into the nitty-gritty of the profession’s risks, and offers guidance for vets who may be having a hard time.

According to a large study looking at three decades worth of data and published in the Journal of the American Veterinary Medical Association earlier this year, veterinarians are up to 3.5 times more likely to die by suicide than the general population — 2.1 times more likely for male veterinarians and 3.5 times more likely for their female counterparts.

The findings only bolster those from the past, the researchers said, noting, “A higher-than-expected number of deaths from suicide among veterinarians has been described in multiple studies — from Australia, Norway, and the United Kingdom.” Among the risk factors, they said, included “long work hours, work overload, practice management responsibilities, client expectations and complaints, euthanasia procedures, and poor work-life balance.”

In her book, Hamilton touches on many examples of why so many vets contemplate suicide, drawing from various research findings. They include: experiencing both professional and social isolation, being a perfectionist, having knowledge of and access to drugs that can cause death, acceptance of euthanasia as a philosophical way out, facing high levels of debt from vet school, working long hours, and fearing stigma when it comes to wanting to seek help.

Nadine Hamilton's new book is geared toward helping veterinarians deal with depressions and anxiety. (Photo: Australian Academic Press) — Nadine Hamilton’s new book is geared toward helping veterinarians deal with depressions and anxiety. (Photo: Australian Academic Press)

“I’ve had vets say to me that they go into [the field] because they don’t want to deal with the people. They love the animals,” says Hamilton. “But then once they get into practice, they realize they have to deal with the owners of these animals. So that’s where a lot of that conflict comes in.”

Nobody likes dealing with conflict, she adds, but when you go into a field to specifically avoid it — and you wind up having to deal with other people’s extreme emotions, including worry, anger and grief — you become very susceptible to burnout.

“You’re sometimes listening to horrific stories — if animals are being abused or not getting the treatment that could help them, it can become a real struggle,” Hamilton says.

Another very real struggle, she adds, is that of financial realities, one reason being that the typical profit margin for a vet practice is just five to seven percent. “They have to purchase so much equipment — if they’ve got a CT scan, it’s the same one we buy for humans — there are loans, and the interest is astronomical… and they’ve got to maintain the equipment… They’re not in control of how much the pharmaceutical companies are charging them, but they still get the snide remarks [about the expense].”

And the average veterinarian salary is about $80,000 — well below what physicians treating humans make, despite commonly held beliefs, Hamilton notes, that vets are raking it in.

Another source of stress, according to Hamilton’s research, are the “unrealistic expectations that are placed on vets.” For example, she says, a person could bring a pet to the vet to have a lump removed — only to have the growth return five years later, which can be startling to the pet owner. “There’s an expectation that, well, you’ve gotten rid of it, so it shouldn’t come back!” she says. “Whereas, in human medicine, we’re more aware cognitively… You know there is still a risk that [cancer or a growth] could come back again.” That’s because there’s a more nuanced understanding of human medicine, and a process, she says, while at the vet, we just want our pet fixed and saved.

That black-and-white thinking has even led to bullying and threats of violence among vets she’s talked to for research, Hamilton says. “One vet had a gun pulled on him, with a threat along the lines of, ‘well, if my dog doesn’t wake up from the anesthetic, I’m going to shoot you.’”

Hamilton has some advice for pet owners who want to show be more empathetic towards their veterinarians.

“Just stopping and thinking about what might be going on for that vet. Because it’s very easy [not to], as a pet owner taking that pet to the vet, particularly if it’s in a traumatic or an emergency situation,” she says. “We’re worked up, you know, and we’re flustered and have stress… and we’re not necessarily thinking about anyone else.”

Even at a routine checkup, she says, “We don’t know what that vet has been through or what they’re about to go through at other consultations.” Long waits that have you sitting there with your animals, long past your appointment time, could be due to a multitude of factors.

“We just don’t think about what else is going on for them. They can come and put their happy face on for you, but they may have just euthanized someone’s 16-year-old baby,” she says.“It’s sort of like being in an emergency room in the hospital. They can have their appointments and their surgeries booked, but they never know what is going to come through the door.

So next time you’re tempted to make a sarcastic remark about waiting a long time or having to pay a big bill, Hamilton notes, know that “those words can really hurt.” She adds, “It’s just about trying to be a bit more compassionate and empathic and thinking, what has this person just gone through today?”

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