Many veterinary practices are reporting that they are busier than ever. But as Andrew Luna, the head of North American sales at 

, points out, that may actually be an illusion.

 much busier now than pre-COVID,” he says, “but they most likely aren’t completing as many appointments or seeing as many patients or even generating as much revenue as they were pre-COVID.” They feel busier because more time and resources are required right now for appointments.

In other words, while practices may be putting forth more effort in input—spending more time and resources communicating with pet owners—the output, or productivity, is stagnant. “We are actually less efficient right now than we were before,” he says.

Efficiency and productivity go hand and hand when it comes to improving overall practice performance. In this podcast, Luna offers a few helpful nuggets for increasing both productivity and efficiency during COVID-by making better use of technology.

For example, he recommends adopting technology to automate the appointment booking process. It may be challenging to remove communication or client education from the workflow, he says, “but there are definitely times in the process where we are able to reduce call volumes.” Doing so not only saves time, it allows you to focus on the people in the clinic.

Listen below to learn more about how technology can help boost productivity at your practice.

Podcasts

On this episode of The Vet Blast Podcast, Dr. Christman talks with Andrew Luna from Vetstoria about the many ways technology can be used to increase productivity in veterinary practice. 

Episode 15: Using technology to improve veterinary practice efficiency

For most families, the words “back to school” signify an end to the lazy days of summer and usher in an exciting time for children and their parents alike. Children get a fresh start, while us parents are jubilant for the return of more structured and disciplined days.

Yet here we are in 2020, where “normal” for most of us now includes masks, social distancing, canceled sporting events, and remote learning. As a veterinarian, I am wired to follow the science. I work with what I know and, when faced with the unknown, I study all the latest journal articles, books, and theories I can get my hands on to help my patients. The mom part of maneuvering through this COVID-19 nightmare is far more harrowing.

Explaining 2020 to children in a way they can comprehend, keeping them safe, and preparing them for academic success are monumental tasks, and parents must lead the way with no books or articles to reference during this roller-coaster ride. My own children are in college and graduate school, but I wanted to share some thoughts to help moms and dads of younger kids navigate the beginning of this historic school and mind-blowing semester.

Every child is unique, and their “frazzled” alarm will go off at different times and at different decibel levels. Expectations for school performance, projects, timelines, and free time need to be well planned in a normal year, but setting these expectations in 2020, with its new guidelines from schools and teachers, is more important than ever.

Do not expect the school year to fall in a similar time-space continuum as last year, or even last spring. You simply cannot run a mile in the same amount of time on concrete as in deep sand. The key is to find out what works best for your family. Perhaps that means hanging a big spreadsheet in a central location in your home to keep everyone informed and accountable.

If you find that your game plan is not suiting your child, then stop, reset, and make a new plan. Make every effort to keep your own frazzled meter in check (easier said than done, I know), so that the upheaval that is bound to occur is less jolting to your child.

Even in a typical school year there are missed opportunities, failures, broken relationships, conflicts, and other disappointments. Pile on that the tsunami of COVID-19, and you might start to feel like you are drowning. Take some time to assess not only your own worries, but your children’s as well.

My worries include loss of life, income, and savings. My children’s worries are, of course, different than mine, but they are no less important. Before addressing any problems that are plaguing the other members of my household, I have to remember to put on their shoes, so to speak, and see things from their perspective. Much of what is happening now has never happened before to our children, let alone to us parents. I will never know or understand what it feels like not to have a graduation ceremony or a prom. I went to prom with the man who would later become my husband.

Little things that make people smile are needed now more than ever because these small acts of kindness can go a long way. Take the time to appreciate and find happiness in the little things you and your family can do for each other. Include in your week more of what will make them smile. Try inventing new popcorn flavors together, write fun notes on mirrors, or tuck candy into their sneakers. These seemingly simple acts will go a long way in reducing stress and promoting support as school gets underway.

We are all facing the unknown as we lead into the final quarter of the year, and it is going to be an emotional journey into 2021. I find that journaling can be a cathartic way to acknowledge both the good and the bad in your life before you move on. Let things flow onto paper as a way of making forward progress.

Another idea is to implement an emotion jar. Place an empty jar, slips of paper, and a pen in a central location and invite your family to write down their negative feelings and frustrations and tuck them into the jar as a way to release them. When the jar is full, you can decide as a family whether to dump them out and share them, shred them, or burn them—whatever fits your family’s needs.

Children, no matter their age, look to their parents in troubling situations. They will follow your cues, whether by word or action. In this crazy part of this epic year, I hope that we can all find it in ourselves to mirror how we want our children to act during schooling this semester and beyond.

Articles

The year that most of us would rather forget is challenging us once again to adapt and overcome. Here is some advice for maintaining sanity in your home as kids return to school.

Surviving back to school in 2020

The recent deaths of George Floyd, Breonna Taylor, and Ahmaud Arbery, among many others, have sent shockwaves of anger, sadness, disbelief, and frustration across the nation. For some, these tragedies have served as a testament to the pain and unfair treatment that people of color have experienced for years. For many, they serve as a rude awakening that there is a long way to go in the fight for equality.

The resurgence of the Black Lives Matter movement has refocused efforts on tackling the diversity crisis in veterinary medicine, a profession in which less than 1% of veterinarians are Black, 6.1% are Asian, and 1.6% are Hispanic or Latino, according to 2019 US Bureau of Labor Statistics data.

 AVMA data differ somewhat—according to 2019 census numbers provided by the organization, approximately 2% of veterinarians are Black, 6.1% are Asian, and 3 to 4% are Hispanic—but regardless of the precise number, minorities make up a very small proportion of veterinarians.

According to 2018-2019 data from the American Association of Veterinary Medical Colleges (AAVMC), only 2.1% of veterinary school applicants are Black.

 “I was only 1 of 5 [Black students] in my class of 127,” says BlackDVM Network founder and 2020 graduate Tierra Price, DVM. “I felt pretty alone and distant from other students who looked like me and decided to create an Instagram page to bring us together.”

Krista Miller, DVM, who’s been practicing in Baton Rouge, Louisiana, for more than a decade, says she was 1 of just 2 Black students in her class of 70 at Mississippi State University College of Veterinary Medicine.

“Being one of the only Black students in a predominantly White program constantly makes you think more, more, more...do more, work harder, study longer, dress well, be neat, don’t break a rule, you’re good enough, you’re not here because of your skin color, you deserve this,” Miller tells dvm360®. “Every day felt like a race to the finish line to prove to yourself that you are enough.”

The experiences of Price and Miller reflect the overall picture of race in the veterinary profession today. For years, veterinary students and professionals of color have felt isolated, misunderstood, and subject to racism by clients, colleagues, and professors alike. Some say they were qualified for but not accepted into veterinary programs, or advised to find a different career. Others say they have been mocked for their accents or “ethnic” names, or told by clients that their dogs don’t like Black people.

“I have talked to a lot of veterinarians, some of whom had no other choice but to go to Tuskegee (the only historically black college/university with a veterinary school),” says Annie Daniel, PhD, founder of the National Association for Black Veterinarians. “I think that is changing, especially since our organization and others have really boldly presented how racism and discrimination are affecting the profession. The profession is going to have to think long and hard after all these years about how they are going to level the playing field.”

Efforts have been made over the years to address the dismal lack of diversity in veterinary medicine. In 2004, the AAVMC named Lisa Greenhill, MPA, EdD, as associate executive director of diversity and, in 2005, the American Veterinary Medical Association (AVMA) commissioned a Diversity Task Force and launched Diversity Matters, a national plan devoted to increasing diversity in academic veterinary medicine. 

The AAVMC has long been engaged in promoting diversity, equity, and inclusion (DEI)
in academic veterinary medicine, Greenhill tells dvm360®. Some of the association’s efforts include conducting and publishing diversity-related research; offering lectures, workshops, and symposia; and providing access to numerous additional resources for member institutions.

Greenhill also hosts AAVMC’s Diversity & Inclusion On Air podcast, which features conversations – with veterinary professionals, students, sociologists, educators, and other guests of diverse races, backgrounds, and genders – about a wide array of topics ranging from the cultural nuances of dressing for interviews to discrimination in the workplace to how to have conversations about race.

“Given our work at AAVMC, I think the colleges of veterinary medicine are further ahead than the rest of the profession. Colleges are actively recruiting students from a wider variety of backgrounds. They are using evidence-based methods to more holistically assess applicants,” says Greenhill.

According to AAVMC data, the number of racially underrepresented veterinary students enrolled at US veterinary colleges now stands at just under 20%.

“We are making strides, but when those 20% graduate, what happens? Are they making their way to leadership? They should,” Christina V. Tran, DVM, associate professor and clinical relations lead veterinarian at the University of Arizona College of Veterinary Medicine, and president of the Multicultural Veterinary Medical Association (MCVMA),” tells dvm360®.

“I think diversity, and specifically inclusion, are a continuum. You don’t get to an endpoint,” Tran says. “Just like in veterinary medicine, you don’t ever get to a point where you’ve learned everything there is to know. You can’t just learn some diversity vocabulary and not apply it.”

In recent years and even months, many DEI groups have cropped up across the nation to 

promote underrepresented populations and create a safe space for minorities to connect and elevate one another. Recently, these affinity groups have unified to help create permanent change within the profession.

“I think it’s great that we formed a tight-knit community as minorities and have been able to support each other and come up with more solid ways to demand change in our field,” says Stephanie Kuo, a fourth-year student at St. George’s University School of Veterinary Medicine and co-founder of the Association of Asian Veterinary Medical Professionals.

On July 25, the groups met with AVMA leadership via videoconference to present a number of actions they would like AVMA to take to improve DEI within the profession (see #WakeUpVetMed):

 Explain where AVMA currently stands with regard to DEI.

 Ensure an equitable process for all members, regardless of race, to join and grow within AVMA leadership.

 Implement processes for which AVMA will be held accountable with in regards to DEI initiatives.

 Identify opportunities to increase DEI membership in AVMA.

 Ensure that AVMA leadership is culturally competent and acting in the best interests of all members.

 Provide financial and structural commitments to improve the state of DEI in veterinary medicine.

 Advance lasting DEI initiatives between AVMA partners, state veterinary medical associations, constituent allied veterinary organizations, academic institutions, veterinary practices, and associates.

“[That] videoconference was a first step toward the AVMA working collaboratively with the DEI affinity organizations to address systemic racism in the profession,” Tran says. “And while it was a good call, there is much work to be done.”

The DEI groups also put out a call to action asking AVMA members to contact their House of Delegates representative to address systemic racism within the profession.

At the request of the AVMA, the 10 affinity groups (led by the MCVMA) created a powerful video illustrating why these DEI initiatives are so important and why these efforts need to be made now. It’s fair to say that the video, which was shared widely on social media, made an impact. (Check it out at 

https://www.youtube.com/watch?v=j7Pl4YX_QNc&t=14s

“Everyone I spoke with was greatly moved by these searing personal accounts,” AVMA President Douglas Kratt, DVM, tells dvm360®. “These types of stories—not only in veterinary medicine, but across our society—illustrate the need for action to advance DEI and fight racism wherever it is found. We’re committed to using our platform and voice to promote diversity and inclusion.”

“We know that words not backed by action are hollow,” Kratt continues. “I am confident that we are on the path to meaningful and lasting change. That means barriers are removed, opportunities are expanded, and everyone is appreciated for what they bring to veterinary medicine and to society.”

At its meeting on July 29, the AVMA Board of Directors committed to hiring an external DEI consultant to help identify areas of greatest need, set priorities, and use resources most effectively. The board also approved the formation of an industry-wide commission to examine DEI issues affecting veterinary medicine. Two days later, during its annual meeting, the House of Delegates approved these actions and asked the Board to also implement the following:

Establish DEI as its own strategic focus for the association.

Communicate regularly with the House of Delegates and AVMA/ Student AVMA (SAVMA) membership about progress addressing DEI within both the association and the profession as a whole.

Promote AVMA DEI resources to its professional and
student members.

So, what changes can the profession expect in the coming months? According to Kratt, many. Among the AVMA’s immediate goals: to define its scope of work and identify DEI consultant candidates by September 15, and by October 1 to have consensus on and a description for the DEI entity it has promised to create.

The AVMA says it is also committing to develop new educational programming and bring Black leaders in veterinary medicine to the forefront to share their experiences and help make the profession more accessible to the Black community and other underrepresented groups.

“Diversity, equity, and inclusion are essential for a thriving, healthy veterinary profession that serves all communities across the nation,” says Kratt.

While Greenhill is hopeful about the future of veterinary medicine, she says there are still many in the profession who see [diversity and inclusion] issues as identity politics, almost as if “forcing change is somehow detrimental to White populations,” she explains. 

“Our individual identities shape the way we see the world, underpin how we process and use new knowledge, how we problem solve, how we see clients and engage with them and them with us, and colors our inter-and intra-professional identities. As we all plan for the next 50-plus years, I’m hopeful that more professionals will read the tea leaves, note the global population changes, the increasing desire for more people of color to pursue veterinary careers and conclude that there is a need to pay attention,” Greenhill concludes. 

“Resistance to change with respect to diversity and inclusion is going to leave the profession vulnerable to radical external change.”

1. Labor force statistics from the current population survey. US Bureau of Labor Statistics. Table 11. Employed persons by detailed occupation, sex, race, and Hispanic or Latino ethnicity. Accessed September 3, 2020. www.bls.gov/ cps/cpsaat11.htm

2. Annual data report 2018-2019. Association of American Veterinary Medical Colleges. Accessed September 3, 2020. file:///Users/ mmckinney/Desktop/2019%20 aavmc%20annual%20data%20 report%20(id%20100175).pdf

The demand for equity, diversity, and inclusion is being heard throughout the nation. In the veterinary profession, affinity groups are demanding less talk and more action.

An overdue awakening: Addressing systemic racism in veterinary medicine

“Gratitude makes sense of our past, brings peace for today, and creates a vision for tomorrow.”—

It is easy to be grateful when life is going well. It’s when we find ourselves in the midst of a life challenge or even a disaster that finding gratitude can take significant effort. It does not seem natural to turn to gratitude while caught in uncertainty, but that is exactly what is needed to lessen our fears and improve our outlook.

Gratitude Works! A 21-Day Program for Creating Emotional Prosperity

, Robert Emmons says, “…not only will a grateful attitude help—it is essential. In fact, it is precisely under crisis conditions when we have the most to gain by a grateful perspective on life.”

Gratitude changes our perspective. No one is grateful for a pandemic, of course, but when you start to become overwhelmed with feelings of helplessness, deliberately practicing gratitude will inspire feelings of hope.

So, how do we practice gratitude when we don’t feel particularly grateful?

When many things seem to be going wrong at once, look for one small blessing and embrace it. It may be something as small as sunshine on your face, a healthy meal, or a roof over your head. Try to notice the things that you often overlook. Searching for small blessings during a storm will help you refocus on the positive. Begin by listing them on a piece of paper, start studying them. Putting the list in a prominent place to read daily will help keep you focused on the things you can control. One sentence that I keep posted on my refrigerator says, “Right now, I have everything that I need.”

Share hope with those in need. You are not the only person feeling stressed and uncertain; others are feeling that way as well. Reaching out to someone in a similar or worse situation than yours will help you shift from thoughts of “poor me” to “how can I help?” Problem-solving and serving others bring feelings of hope not only to those around you but to yourself as well. When others express their gratitude to you, it will remind you that there is a future together.

Take one small constructive action. Clean your closet, cook a meal, or make a craft that you have been wanting to make. Text or call your friends and family, and tell them that you are thinking of them. Keeping yourself focused on the things you can control will allow you to feel more positive and useful.

Practicing gratitude in a deliberate way is an important exercise in changing your thoughts. It must be an active pursuit and will not be easy, but it is the most effective way to cope with adversity. So, start small, share hope, and do something constructive every day to change your attitude, your mind, and your world.

Julie Cappel, DVM, is a small and exotic animal veterinarian as well as a certified weight loss and life coach. She has owned and managed a 4-doctor practice in Warren, Michigan, for 2 decades.

How to change your outlook and maintain gratitude when the going gets tough.

Practicing gratitude in hard times

 — a brand-new nonprofit organization formed to 

 in veterinary medicine, was officially launched today.

“We aim to increase diversity based on disability status, ethnicity, gender, non- traditional path, race, sexual orientation, socioeconomic status, religion, and veteran status,“ according to the Pawsibilities website.

Pawsibilities is a web and mobile platform founded by Valerie Marcano, DVM, PhD, and Seth Andrews, PhD— scientists passionate about improving 

The organization’s mission is to use a values-driven approach to mentorship to increase recruitment and retention of underrepresented groups. Pawsibilities will also equip community leaders with adequate resources to ensure long-term sustainable success.

“This fantastic organization aims to showcase veterinarians from a variety of backgrounds. My goal as a mentor is to show others that anyone can be in the veterinary field. The human-animal bond is powerful, and we need everyone

to help raise awareness about it,” says dvm360 Chief Veterinary Officer Adam Christman, DVM, MBA.

Pawsibilities is open to all pre-veterinary and veterinary students, technicians, and veterinarians from underrepresented backgrounds.

Complete a 2-hour mentoring program, which includes information about Pawsibilities, mentoring, diversity, equity, and inclusion. You can access this training 

Pawsibilities connects individuals from underrepresented groups and offers mentorship opportunities.

  New nonprofit to tackle the lack of diversity in veterinary medicine

Although the COVID-19 pandemic has required drastic changes in the ways veterinary practices operate, flexibility, and innovation throughout the profession have enabled many practices to thrive despite shutdowns and social distancing mandates. With local economies still in flux, veterinary practices that are struggling to make ends meet should consider the following strategies to encourage client traffic and maintain — or even increase — revenue.

Practices should make every effort to accommodate clients at this time. Telehealth, which has gained a serious foothold in veterinary medicine in recent months as a result of the pandemic, offers a unique opportunity to serve clients in high-risk COVID-19 categories, as well as those who may not want to be in close proximity to the practice or simply prefer the convenience of electronic appointments. Due to the limited number of patients allowed in a practice at one time due to physical distancing protocol, practices with telehealth can keep caseloads up by simultaneously serving clients in-person and online.

Another option: Offer "after hours" appointments, which enable you to serve more clients without staffing a full office.

Veterinary practices generate income through retail product offerings, including parasite preventives, pet food and treats, and pet accessories. If your practice has traditionally limited retail sales to in-person transactions, now is a good time to create (and promote) an online or mobile sales platform or start offering curbside pickup. Monitoring online sales regularly and seeking ways to improve efficiencies will help increase practice revenue well beyond the pandemic.

Contactless payments can serve as a helpful way to limit face-to-face interaction and provide an efficient and safe payment experience. Consider implementing online and mobile payment options, as well as point-of-sale devices that require only a quick tap or swipe. Many banks can help educate veterinarians about how to implement these payment offerings.

Pandemic-related job losses mean many clients cannot afford to bring their pets in for treatment, especially non-urgent care. If possible, consider offering payment plans, including membership or subscription programs for clients without pet insurance or those unable to pay a bill in full at the time of service. Other options to accommodate these owners include third-party financing, discounting fees, and wellness programs. Keep in mind that although offering payment plans may enhance collections, it often weakens profit margins, so be sure to balance this client-friendly approach with careful expense control.

While it's crucial to continue to ensure staff safety and client confidence, veterinary practices have weathered COVID-19 better than many other types of private health care practices. Although some owners have taken advantage of the Paycheck Protection Program and Economic Injury Disaster loans during the pandemic, in many veterinary practices revenue has actually increased, and practices have retained and sometimes increased their fair market value (FMV). This is largely because of the spike in pet adoptions and the fact that clients who are now home all day with their pets are noticing more health concerns.

By leveraging telemedicine, payment flexibility, contactless payment options, and curbside care, veterinary practices can continue to serve clients effectively while increasing sales and their bottom line. In fact, the COVID-19 crisis will likely have minimal long-term impact on the financial outlook of healthy, well-managed veterinary practices. By embracing digital transformation and innovative strategies to enhance the client experience and improve efficiency, practices can experience accelerated growth in the midst of the pandemic.

Dan Croft heads TD Bank's Healthcare Practice Solutions. In this role, he is responsible for overseeing and growing TD Bank's healthcare practice finance business, which assists dentists, veterinarians, optometrists, physicians, and podiatrists in choosing sound financial solutions for their practices.

A healthcare financial expert shares strategies for increasing sales and traffic at your practice despite changes brought on by the pandemic.