I was 5 years old when I first experienced the magic of Disneyland. I was always intrigued by Mickey Mouse and his costars. I loved Pinocchio, Peter Pan, Beauty and the Beast, and Aladdin, among countless other Disney characters. Although I can’t fully recall my first visit, I know that it made me unbelievably excited to return to this enchanted place. My family and I went to Disneyland every year for vacation, and there was always a crescendo of emotions throughout the entire trip. Walking through the gates, seeing Mickey, adventuring down Splash Mountain, rooting for Indiana Jones to make it under the giant rolling rock of terror, whipping through the stars on Space Mountain, and being with the people I loved most the entire time—it was truly magical.

It was no accident that I felt that way. Walt Disney was a savant at creating memorable experiences. He knew how to delight guests, return adults to their childhood, and imbue the entire experience with a sense of importance and meaning. He could do this because he understood our basic desires and needs as humans. In this article, I share my thoughts on how Walt Disney would run a veterinary practice, one that would elevate the client experience and build the strongest and most meaningful relationships imaginable.

When you walk into Disneyland, you are instantly submerged into a sprawling, captivating story with heroes and villains, love and loss, and magic and mystery. The story we tell ourselves about our own life is what gives events and experiences meaning and thus creates our sense of self, confidence, and values. In fact, the most successful businesspeople are avid storytellers.

So what kind of story should your veterinary practice tell? More importantly, how do you want to tell it? Remember, your practice should be in the love story business. The connection that humans and animals share is sacred, and it’s your duty to protect this special bond. I believe that Walt Disney would turn the design of your animal hospital into a shrine for this love story, one that constantly reminds people what this love means, the vital role it plays in our lives, and how it affects our well-being and happiness. He would do it through carefully curated artwork in every practice room, designed to evoke the right emotion; vinyl quotes throughout the facility; and parking lot placards. In a thousand different ways, he would remind pet owners how precious their love story with their pet is and that this is the place that will protect it.

The 3 basic needs that Walt Disney riffs on are the same ones he would want you to emphasize at your veterinary practice.

We are constantly, and unconsciously, evaluating the safety of our environment. If it feels unsafe, we feel uneasy and look for ways to leave it or make it feel safe again. The quickest way to lose a client is by making them feel uncomfortable and unsafe. You should rigorously train your team to promote emotional safety during every kind of interaction with clients and their pets.

We all want to be appreciated and feel as if we matter. That’s why you must make clients feel like they are important to you. From the way your front desk greets them to the way your technicians empathize with them to the way you speak with them, will display how much you value them and their animal companions.

 We long to connect with our environment and the people in it. Many veterinary teams are already great at connecting with their clients—those are usually the most successful practices—but if you want to take it up a notch, strategize how to form stronger connections with clientele at your practice. A simple way to do this is by creating a “discovery” document for each of your clients, in which you meticulously map out what matters to them, their fears, their concerns, notable life events, and more. Before every visit, you can quickly scan the document to reacquaint yourself with their life.

Imagineers design the experience that guests have at Disney parks. If Walt Disney were running a veterinary practice, he would think of himself as an experience designer more than anything. Think about the human needs that you want to address and the story that you want to tell, then imagine the best possible experience that you want your clients to have, for all types of visits. How should it start? How should they wait? What should they see on their way to the exam room? What should they feel once they get to their room? How should they feel when they are talking with you, your technicians, and your support staff ? What should they see and feel when they are leaving?

Be meticulous about creating an unforgettable experience in your veterinary practice, then design everything about your practice in a way that promotes this mission. It is a backward methodology, but when applied correctly, it is incredibly powerful.

Robert Sanchez is the founder and chief executive officer of Digital Empathy, an award-winning web design and marketing firm for veterinary practices. He lectures at national conferences, leads a team of wonderful employees, sits on the board of VetPartners, and shares his home with 2 very spoiled dogs—Cole and Lula.

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“First, think. Second, dream. Third, believe. And finally, dare.” —Walt Disney

How would Walt Disney run a veterinary practice?

The Association of American Feed Control Officials (AAFCO) has proposed a position paper and call to action on hemp and its byproducts—including whole hemp plants, hemp seed oil, CBD, and other cannabinoids—in livestock feed and pet food. It is urging the hemp and feed industries to continue studying these as nutritional ingredients to gather information on the products' safety and efficacy.

,  AAFCO can use this data to formally define the various ingredients and offer standards for safe pet and livestock feed when this process is finished.

"We understand the hemp industry is eager to enter the animal food market, but we are concerned that not enough research has been completed on these products. That's why we are urging the hemp industry to conduct appropriate research and submit their results to us for review as a normal step in our ingredient approval process,” said Susan M. Hays, AAFCO executive director, in the release.

Although the 2018 Farm Bill legalized growing hemp, any feed ingredient—including hemp products—is under the jurisdiction of the Food and Drug Administration (FDA). As research is required to identify the levels of tetrahydrocannabinol (THC) and other cannabinoids in hemp and what effects the content will have on the intended uses and species, it is not yet determined if hemp products are safe to feed to all animal species.

"Allowing hemp byproducts to be used for animal nutrition before rigorous research and legal approval processes have been completed could have adverse impacts on ranchers' access to markets, on animal health, and ultimately on human health when hemp-fed animal products enter the human food chain," Hays stressed.

Supporters of hemp in feed have recently concentrated on passing state legislation to enable in-state use of hemp as a feed ingredient, but it is lacking national approval based on a comprehensive scientific review of its safety.

According to the release, AAFCO is concerned that welcoming hemp products to market through a state-by-state basis of laws, without detailed research and a formal review process, will result in inconsistent manufacturing methods, unsupported marketing claims nationwide, and restriction of interstate and international markets.

AAFCO urges lawmakers to collaborate with key stakeholders including the FDA, United States Department of Agriculture, the National Association of State Departments of Agriculture, livestock and dairy associations, consumer advocacy groups, and AAFCO itself within the formal process for review and approval of hemp and its byproducts regarding animal nutrition. AAFCO can help lead hemp producers through the submission and review process.

To learn more about AAFCO's Hemp and Hemp Byproducts in Animal Food position paper, go 

AAFCO calls for hemp industry action on hemp products in animal food. News release. September 20, 2021; Association of American Feed Control. Accessed September 21, 2021. https://www.prnewswire.com/news-releases/aafco-calls-for-hemp-industry-action-on-hemp-products-in-animal-food-301380249.html

Using these products before extensive studies and legal approval processes can negatively impact ranchers’ access to markets, animal health, and ultimately, human health.

AAFCO urges additional research on animal food hemp products

The Independent Veterinary Practitioners Association (IVPA)—the first nonprofit association committed to uniting independently owned and locally operated veterinarians—commended the Michigan Supreme Court’s ruling to protect licensed professionals, including veterinarians, deeming all disciplinary actions must be based on expert testimony instead of the reviewing board’s assumptions or perceptions.

According to an organizational release, this ruling offers veterinarians with active disciplinary cases the chance to use specialized experts to help defend their license for providing animal care.

“This legislation allows veterinarians to present medical evidence to fairly defend themselves when faced with disciplinary action,” said Jeffrey Powers, DVM, IVPA member and owner of Veterinary Clinics North with 2 Michigan locations, in the release.

“Relying on expert testimony will ensure fair and balanced review of the facts of the case to protect animals, people, and health care providers alike,” Powers added.

The ruling guarantees the state of Michigan will continuously coincide with the more reasoned and appropriate principles applied throughout many states nationwide.

“We’re grateful to have worked with the IVPA to ensure that licensed professionals in Michigan are afforded fair rulings based on reliable and trustworthy testimony from experts,” said Christopher Patterson, partner at Fahey Schultz Burzych Rhodes. “We consider this ruling a win not just for IVPA members, but for the idea that licensing processes should be fair and based on reliable evidence.”

Independent Veterinary Practitioners Association commends Michigan Supreme Court ruling as it pertains to licensed veterinarians. News release. September 20, 2021; Independent Veterinary Practitioners Association. Accessed September 21, 2021. [email].

The ruling provides veterinarians the opportunity to use relevant experts in license defense cases. 

IVPA praises Michigan Supreme Court ruling pertaining to licensed veterinarians

Though a pet's mouth may appear normal to the naked eye when performing a dental exam, there may be a problem lurking below the surface. According to veterinary technician Denise S. Rollings, AAS, CVT, VTS (Dentistry), founder of Pet Dental Education, “Sometimes we don’t see anything on the oral exam, and we take a radiograph, and we can see some pretty substantial disease.” 

Rollings then highlighted what to look out for when performing a dental radiograph, plus the findings that may emerge.  

"The majority of the tooth is below the gum line and that's where we're going to find the pathology. Generally, we're looking for what we consider attachment loss or bone loss which is going to look for periodontal disease...and then we're also looking for endodontic disease so that's infection from inside the tooth." 

“We can find tooth resorption, unerupted teeth, oral masses in the bone taking radiographs, so they are a part of a comprehensive exam just like it is for us [humans],” added Rollings.

Watch the full video below to learn more about the importance of dental radiology.

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In a recent dvm360® interview, Denise S. Rollings, AAS, CVT, VTS (Dentistry), shared why dental exams are key to detecting disease. 

The importance of dental radiology 

Cytology is among the most valuable diagnostic tests in veterinary dermatology, according to Ashley Bourgeois, DVM, DACVD. During a recent Fetch dvm360® talk, she explained that cytology is used to indicate response to therapy and guide therapeutic treatment changes. What’s more, the results also can help determine whether further testing is necessary (eg, skin biopsy or culture and sensitivity).

To help streamline the cytology collection process for dermatologic patients, Bourgeois outlined a wide variety of tips and tricks. These encompass each technique used in cytology and when they are appropriate to use.

Various techniques exist for cytology collection. You may have to adjust which method you use with each unique case depending on the location, patient temperament, and lesion. Bourgeois mentioned that each practitioner has their own preference and it’s best to find the techniques you prefer and then excel in them.

The main equipment required for cytology is a high-quality microscope and plenty of microscope slides.Most commonly used in clinics, the modified Romanowski stain (Diff-Quik; Siemens) offers the best quality of detail when compared with other rapid staining techniques.

 When it comes to slides, Bourgeois recommended having frosted ones to help identify which side the sample is located on (after staining the slide, sometimes it is difficult to tell).

This technique enables you to obtain samples by directly using the slide to collect exudate and debris. Bourgeois emphasized some dos and don’ts of direct impression:

 tease open crusted lesions with the slide edge.

 move the slide underneath once the crust is lifted and gently press on the underlying tissue.

 rub back and forth as this can rupture cells.

 press too firmly as this can break the slide.

The swab method involves using a cotton-tipped applicator (CTA) to collect samples from hard-to-reach places including ear canals or delicate anatomic regions. Bourgeois recommended rubbing or rolling a CTA onto the affected skin area and then rolling this sample onto the slide.

To sample the ear canal, insert the CTA into the junction of the vertical and horizontal canal, and gently rotate the CTA to collect exudate; then roll the sample onto the slide. If exudative, samples can be heat fixed; however, most don’t have to be if they sit in the fixative.

Tape prep is ideal for dry, scaly lesions or tricky anatomical spaces (eg, lip margins or between the digits). To obtain samples, firmly press the tape’s sticky side on the skin surface repeatedly. Bourgeois described the 2 different methods for staining the tape:

Place the tape adhesive side down onto the slide, lift the edge of the tape, and apply a drop of purple stain from the Diff-Quik to the slide.

Stain the tape itself in the red and purple stain and then place it on a slide for analysis. You don’t need to use the fixative (first Diff-Quik stain) as it will remove the sticky portion of the tape and the sample.

This method is useful when there is debris by the claw fold or you have a patient who chews their paws. Investigators

 compared the toothpick, direct impression smear, and tape prep methods for sampling allergic dogs with clinical paronychia and found the toothpick technique to be optimal when identifying 

To perform this method, Bourgeois said to gently insert the toothpick into the claw fold, scrape material from the proximal claw, and roll the toothpick onto the slide.

Scrapings come in handy for scaly, seborrheic samples. Use a scalpel blade to sample dry debris by scraping superficially in one direction, then gently smear the collected material on a slide.

Allow the material to dry after collecting it; the length of time required depends on the sample’s thickness and consistency. You can let it air dry or heat fix it with a hair dryer on low heat on the side of the slide without the sample.

Diff-Quik contains 3 different stains: a fixative (methanol), solution 1 (cytoplasmic, eosinophilic), and solution 2 (nuclear, basophilic).

Dip each slide in each solution 5 to 8 times. Bourgeois recommended allowing excess solution to drain into the jar. Alternatively, brush the end of the slide on a paper towel to remove excess and avoid dilution of the subsequent solution. After solution 2, dip the slide in distilled water or rinse it under tap water with the side lacking the sample exposed to the stream. Then allow it to dry through air drying, hair drying on low heat, or blotting with bibulous paper.

Cytology is key for helping diagnose, treat, and manage a patient’s dermatological conditions. With a full understanding of its importance and knowledge of the various collection methods, you can inform clients how critical this diagnostic tool is and provide their beloved companion animals with the best care.

Bouassiba C, Osthold W, Mueller RS. Comparison of four different staining methods for ear cytology of dogs with otitis externa. 

Tierarztl Prax Ausg K Kleintiere Heimtiere

Lo KL, Rosenkrantz WS. Evaluation of cytology collection techniques and prevalence of Malassezia yeast and bacteria in claw folds of normal and allergic dogs. 

. 2016;27(4):279-e67. doi:10.1111/vde.12297

At a recent Fetch dvm360® conference, Ashley Bourgeois, DVM, DACVD, also known as The Derm Vet, detailed the multitude of cytology techniques when collecting dermatological samples.


Dermatologic cytology 101: Tips for collecting samples

Whether you have just joined the veterinary profession or have decades of experience under your belt, it is important to wake up and love what you do every day. According to Quincy Hawley, DVM, cofounder of 

, when do what you love, it can make you a "better professional inside the practice and a better person outside." In a recent interview with dvm360

, Hawley shared what he believes are the first steps to achieving a career you love.

“One of the first steps to really creating a life and veterinary career you love is to have belief in yourself,” Hawley expressed to dvm360

 staff. “A healthy level of self-belief that you can pull off living that amazing life as a veterinary professional and a human." 

Along with believing in yourself, Hawley informed that another way to achieve a happy life in and out of the clinic is by obtaining empowering core beliefs.

“One of my core beliefs is that I can be a veterinary professional and live a personal and professional life of wellbeing,” Hawley disclosed. “Sometimes when I speak to students or veterinary assistants or technicians, they don’t share that same level of belief that they can do this and sometimes they chose to leave the profession because they do not think they can pull that off."

To learn more, listen to the full interview below.

In this dvm360® video interview, Dr Quincy Hawley shared how to foster a veterinary career you love by establishing core beliefs and a healthy level of self-belief.