Learn how IDEXX is enhancing the lives of animals, people, and the planet.

IDEXX: Contributing to something bigger

Penn Veterinary Supply—an independent US regional distributor of veterinary products and services—and VitusVet have partnered up to offer veterinary hospitals VetShipRx—a platform that empowers veterinary practices to provide same-day delivery of pharmaceutical items to clients’ homes.

Mark Olcott, VitusVet CEO and co-founder, noted that the company is thrilled to collaborate with Penn Veterinary Supply as the company prioritizes helping veterinarians and their teams find solutions to daily problems they confront.

“I remember this even back when I was a practice owner doing business with Penn Vet: they are laser focused on being a true partner for veterinary practices. We couldn’t be happier,” said Olcott.

“As the veterinary space continues to evolve it is more important than ever for veterinarians to adopt technology that streamlines communication, ordering, and payment,” said Lita Miller, president of Penn Veterinary Supply.

Miller added that Penn Veterinary Supply is pleased to provide independently owned veterinary clinics this resource to offer clients same-day home delivery so they can compete with online retailers while acquiring profit in their pharmacies.

“We are excited to partner with Penn Veterinary Supply in order to help veterinarians keep their pharmacies competitive by improving the customer experience while also helping them grow revenue," said Adam Wysocki, SVP of product & engineering at VitusVet.

“Same-day delivery is transforming from a nice-to-have to a must-have. VetShipRx makes direct client interaction as well as the logistics of processing, managing, and fulfilling requests for prescription refills simple. This innovative platform uses technology to provide clinics with a modern ecommerce tool of their own, and with the option of same-day home delivery, provides an experience their customers will love,” he added.

Penn Veterinary Supply partners with VitusVet to promote VetShipRx. News release. Penn Veterinary Supply. December 6, 2021. Accessed December 7, 2021. 

https://www.prweb.com/releases/2021/12/prweb18372155.htm

Articles

The partnership will offer the veterinary community the convenience of same-day delivery of in-house pharmacy products with VetShipRx. 

Penn Veterinary Supply and VitusVet team up to promote VetShipRx

 conference in San Diego, California, Gina Fallish, BS, CVT, insisted that although there are risk factors associated with CPR (cardiopulmonary resuscitation), being prepared for any patient to experience cardiac arrest is key to improving survival rates and outcomes.

View the video below for the entire discussion. The following is a partial transcript

 Any of our patients, at any time, could be at risk of [experiencing] cardiac arrest. We always want to make sure that we are aware of pre-existing [conditions], and that we are monitoring those patients closely knowing which parameters are most life-threatened about those patients. But sometimes those patients can throw us for a loop and we end up having a patient [go into cardiac] arrest that we weren't expecting. 

Videos

In a dvm360® interview, Gina Fallish, BS, CVT, revealed why treating all patients like they are at risk for cardiac arrest can ensure a successful CPR outcome. 

Always be prepared to perform CPR

According to Matthew Brunke, DVM, DACVSMR, CCRP, CVPP, CVA, consistency is key when it comes to performing rehabilitation evaluations. At the recent Fetch dvm360

 conference in San Diego, California, he utilized examples to portray this, plus shared how it can help refine your skills as a veterinary professional. 

Matthew Brunke, DVM, DACVSMR, CCRP, CVPP, CVA: 

To do a good [rehabilitation evaluation], do the same thing on every patient. So if you're in general practice [and] they're here for otitis, still feel their joints and feel their muscles. Technicians on our teams ask [clients] questions about how the pet goes up and down the stairs, [or] when was the last time [their pet] went for a walk—even if they're there just for vaccines. 

During a dvm360® interview, Matthew Brunke, DVM, DACVSMR, CCRP, CVPP, CVA, offered insight on performing rehabilitation evaluations and how this can improve your skillset. 

Rehabilitation evaluation tips  

Forethought is required when determining the switch from curbside to inside care. According to Lopez, a state is fully considered reopened once it has lifted all specific restrictions on businesses statewide, though masking and social distancing rules and limits on gatherings may remain in effect.

Since each state will have different restrictions and mandates, Lopez urged attendees to check in with their state, local guidance, and if their geographic location has a high COVID-19 transmission rate.

“Deciding to go forward with the transition depends on your state and local officials—are there any mandates in place? I have a couple sites where masks are still required at all times, and people are still doing curbside,” noted Lopez.

To adjust to the “new normal” brought on by the COVID-19 pandemic, many veterinary practices overcame operational hurdles and state-mandated restrictions with help from savvy adaptations like curbside services and telemedicine. However, during her lecture at the Fetch 

 Conference in San Diego, California, Mary Lopez, MSOL, hospital manager and area manager at National Veterinary Associates in Boise, Idaho, said that with states slowly reopening their businesses to the public, deciding whether to allow clients back into your clinic requires careful consideration and planning.

“It will be a long time before we go back to normal,” Lopez told the audience. “Right now, it’s uncertain because [veterinary practices] don’t know what is going to happen and when we can return to normal business. But it is going to be a looking a little bit different than how our previous business looked preCOVID-19 times with curbside now still an option for us.”

During her talk, Lopez boiled down the 5 crucial steps every clinic should follow when transitioning practice operations from curbside to inside, as follows:

According to Lopez, organizations tend to miss this vital first step. Ensuring your practice culture is equipped for change is key to initiating the transition of allowing clients back into the facility.

“Think about your team,” Lopez implored. “What is the culture of your team in your organization? What are they going through? Is your team feeling burned out? Have you introduced too many changes to them recently? This may not be the time to transition from curbside to inside if you checked yes for most of those questions.”

Conversely, she added, “Is your culture great? Is everyone feeling efficient and asking to open the clinic doors? Are they eager to see clients? Do your doctors want those client relationships back again? So, that is when you start having those conversations about having the transition from curbside to inside.”

She imparted pearls of wisdom in discussing how to broach this subject with team members because their health and safety are paramount. As a leader, expect that some (if not all) of your team will be concerned with the transition to inside care, as putting them at a higher risk of exposure can be unnerving. It is your onus to deliver a message that you not only value and appreciate your team, but that you are also actively listening and reassuring that their health and safety remain top priority.

“Make sure that you highlight that their safety and health is still a priority to you. I think sometimes when we give that message to our team, it really lets them know that we aren’t here to make more money. Rather, we are here because we care about them, the clients, and we want to make sure that this decision is a team effort,” urged Lopez.

Once you and your team are both on board with the transition, the next step is to cultivate a plan that will work best with your hospital’s needs. “Once your team is ready to open the door to clients, you have to develop a plan that works best for your hospital,” said Lopez.

Each hospital will have various barriers and hurdles such as clinic size and staff support. Lopez recommended asking for team input on what transition model would be most effective for your facility. She then provided a breakdown of what a hybrid model and fully opening model entail.

This model permits clients into the building for pet appointments only, but technician or medication/food pick-up will remain curbside. Lopez noted that although clients are also still allowed to choose to stay curbside for services as requested upon check-in, the lobby will remain closed, and clients will stay curbside to check-in for their appointment only. In addition, only 1 client will be allowed in the building per appointment, and the mask mandate and social distancing will be enforced for all clients. Finally, clients must sanitize their hands before entering the facility.

Lopez explained that in this model, clients are granted access inside the building but will have restrictions (eg, only 1 person is allowed in the building per appointment and clients must always wear a mask). Additionally, the receptionist or customer service representative (CSR) team will escort clients into an exam room to limit full capacity in the lobby.

“What worked for one hospital may not work for yours, maybe your team has different preferences and concerns, so making sure that your team understands that the plan is to decide what is in the best interest of the hospital,” Lopez advised.

Clear communication is necessary when sharing this change with clients since they have grown accustomed to the establishment operating a bit differently with curbside care. It is also important to be mindful of the anxious clients who will want to enter the establishment for their pet’s appointment. 

To better navigate these scenarios, Lopez recommended utilizing communication strategies when informing clients of the operation change. She suggested strategies as follows:

Send emails to clients referencing the new operating model and that your practice is ready to permit clients back into the building with certain restrictions

Utilize social media to share posts, banners, or profile photos about welcoming your clients back inside the clinic’s doors

Update your website banner to reflect this change

Refine signage to reflect the new process including posters, banners, and flyers

Revise your online booking message to include this operation change

“Communication is so important with your clients,” stressed Lopez. “You shouldn’t only communicate once you’re ready to make the transition, instead, continue to communicate with them at least quarterly to let them know if anything—or nothing—has changed at your practice…I recommend creating scripts for your team to help them effectively communicate with clients during those frustrating conversations that can arise.”

It is now time to implement the action plan and leaders must lead and support this process. The leader is the one responsible for identifying who, what, where, and when each step of the change will take place.

 To help initiate the change, Lopez recommended creating a workflow chart with the team to determine what key roles each member plays (ie, the responsibilities for CSRs, technicians, and veterinarians). In addition, she advised devising talking points to help vocalize the new transition with clients.

Lopez reminded the audience that as with any change, leaders will need to incorporate consistent modifications and ongoing adjustments as needed. She recommended using the morning or weekly huddles to ask the team for feedback on how the process is going and work together to address any setbacks.

In closing the session, Lopez said: “I think your team’s input is so important because we, as leaders, don’t always know what our staff is being faced with and so, I think it’s always best to hear feedback from your team because they are the ones in the frontline.”

Mervosh S, Lee JC, Gamio L, Popovich N. See Which States Are Reopening and Which Are Still Shut Down. 

. https://www.nytimes.com/interactive/2020/us/states-reopen-map-coronavirus.html. Published 2020.

6 Steps Towards Implementing Change in an Organization. CMOE. Published November 27, 2018. https://cmoe.com/blog/six-steps-to-change-in-organ

In a Fetch dvm360® talk, Mary Lopez, MSOL, provided critical steps veterinary practices should take when determining whether to make the operational change from providing care services curbside to inside. 

5 Steps for easing the care transition from curbside to inside

 conference, Bridget Rollins, PhD, EMBA, vice president of operations at Thrive Pet Healthcare, disclosed that in order to have clearly defined boundaries and communication, veterinary professionals must first refine their emotional intelligence and communication skill sets and become an advocate for themselves.

 I think that setting boundaries partly goes along with communication and the ability to be an advocate for yourself and how you will allow others to communicate with you. So you create those boundaries and you do that through emotional intelligence so in a way, that would be by providing feedback if somebody overstepped or said something that you found offensive.

During an interview at the San Diego Fetch dvm360® conference, Bridget Rollins, EMBA, offered crucial advice when it comes to using communication and emotional intelligence skills to instill boundaries at your workplace.

Setting boundaries that stick at your veterinary practice

At the Fetch dvm360® conference in San Diego, Matthew Brunke, DVM, DACVSMR, CCRP, CVPP, CVA, outlines 4 critical steps veterinary professionals can follow for when a patient undergoes rehabilitation to produce the most positive outcome. 

[The] four steps for rehab is No. 1: Identify the problem; be a good diagnostician. [No.] 2: Take the pain away; if they're [in pain], nobody wants to work out when [they're] sore, so [they're] not going to get better if [they're] hurting. After the pain is gone, get them stronger; get them back to doing what they enjoy doing eventually, and set up those goals to get to [that] and get [them] back to enjoying life. 

In a dvm360® interview, Matthew Brunke, DVM, DACVSMR, CCRP, CVPP, CVA, provides a brief overview of 4 key steps to rehabilitation. 