Catherine Coloccia, practice manager at Bridgewater Veterinary Hospital in New Jersey, says she first fell in love with the veterinary industry after working as an overnight receptionist at a 24-hour emergency animal clinic over 10 years ago.

“The industry itself was so fitting to who I was as a person that I knew this is where I wanted to be permanently,” Coloccia said. “We work in this industry because we all love animals and animal health, but there is a huge component of human emotion and communication that I’ve always had a passion for...so I knew this was what I wanted to do, excel in and advance in even more as I spent time in the field.”

Over the course of her 4 years as a practice manager at the Bridgewater Veterinary Hospital, Coloccia has achieved numerous noteworthy goals, such as enhancing client communication, advancing hospital services, acknowledging employees’ progress, and helping them reach new heights. One of her most impressive accomplishments is transitioning from outsourced to in-house dental services.

“We were using a certified dental technician to perform all our dentals for many years. They were very good, however, it had several negative impacts on the practice: We were very limited on the dentals that we could perform, and it was definitely a financial burden to hospital profits,” Coloccia said. “Then on the employee side, it was very limiting because I had senior employees who had never performed a dental, which is a huge component to their career. I felt their education and skill development was lacking.”

The conversion to in-house dental services was no easy feat. Coloccia’s team initially expressed a concerning lack of confidence in this project, education and training had to be implemented and the hospital had to invest in new dental equipment. Despite these hindrances, the outcome was well worth it, she notes.

“In September of 2019, we finally completed our goal and started doing in-house [dentals], and we saw the value almost immediately. It was a [huge] hurdle to climb and [we faced] a lot of challenges...but now we have significantly increased the volume of dentals we can do per week. We’ve seen tremendous growth in profit,” Coloccia said, adding that the dental services are now used as a training and career growth platform for technicians.

Coloccia is known for wearing heels to work daily. This trend started years ago when she was a young tour guide in Washington, DC. She recalls wearing heels while walking up and down the monument stairs when giving tours to school children. “I had calves like rocks,” she said with a chuckle.

Along with feeling comfortable in heels—and enjoying shopping for them—Coloccia says wearing them contributes to her professional presentation and displays her authority.

“Walking into work with heels [on] sort of commands an aura of leadership without speaking, so if I have to address a client or a team member...there’s already a noncommunicated aura of leadership.”

Coloccia is known for sporting her signature pair of red heels. However, it’s not the bold color that captures her team’s attention, it’s the clicking that allows them to locate her throughout the hospital.

“I absolutely love pets, but I love the people equally, if not more. I love the communication, the client and staff education, and cheering on the staff's accomplishments. I love being able to make decisions based on EQ [emotional quotient] and really connecting with my staff and clients,” she said. 

“My other favorite part about this job is bringing pets back up to owners after they've been with us for a period of time. They’re always so happy and I love to see the joy on the owner's face as well. It’s one of the rawest expressions of joy, and it always makes me smile."

In the short to medium term, Coloccia says she will prioritize promoting well-being and happiness among staff during and after the COVID-19 pandemic.

“We’re focusing on first and foremost the mental well-being, the work-life balance of my employees—that is 100% first. Then trying to continue to provide the best medicine and client experience possible with the way things are right now,” she said.

For the long term, Coloccia will strive to continue to enhance staff education and development by offering her team new career advancement opportunities and will remain dedicated to amplifying the overall client experience.

Articles

Meet Catherine Coloccia, the 2021 Practice Manager of the Year and profound leader with a passion for providing the best medicine and top-of-the-line customer service.

On the heels of success

Veterinary technicians are integral to a practice’s success, especially amid pandemic times. From delivering the highest quality of care to patients to providing exceptional customer service—it’s no question that these team members deserve recognition for the work they curate each and every day. Here are a few ways to thank your technician staff for the vital role they play in maintaining a thriving practice.

After a long day at the clinic, it’s common to seek out ways to decompress. Pay attention to how each staff member destresses. Maybe they prefer to unwind and order food or maybe they’re more inclined to treat themselves to a shopping spree. Make sure to take note of each member’s favorite restaurant or store and reward them with a gift card. The personal touch will go a long way.

Who doesn’t love their very own personalized gift? There are a plethora of veterinary technician-themed items available for purchase on the web including coffee mugs, apparel, stethoscope name tags, tote bags, key chains, and even face masks to sport. You can also stray away from veterinary medicine-specific gifts and buy them a present based on their personality. For example, if they love 

, maybe get them a name tag featuring Yoda or if they are a fan of tie-dye, gift them an item with this design.

It’s no secret COVID-19 has made veterinary technicians’ jobs challenging and overwhelming at times. Your team will be grateful for the additional time off to spend with their family and friends or to participate in activities and hobbies they enjoy during their leisure. In turn, this will strengthen your relationship with them by prioritizing their mental health and personal goals.

Veterinary tools are always useful around the clinic and help your technicians achieve their daily tasks. This can consist of providing your team members new stethoscopes, bandage scissors, surgical and suture emergency kits, pouches and toolbelts, and more. Offering updated materials for patient care will also help lessen veterinary technicians’ stress by streamlining appointments and displaying they deserve the best equipment.

Finally, what’s the No.1 way to show appreciation for your technicians that doesn’t come with a price tag and can be instilled daily? Reminding them just how grateful you are for their efforts and reinforcing that you are proud of their accomplishments. Words of encouragement not only make a difference but can also help nourish a cohesive and healthy workplace for everyone.

Editors note: All veterinary technician content for this month is supported by Banfield Pet Hospital.

National Veterinary Technician Week is next month so check out these creative methods for demonstrating your appreciation for all the hard work and commitment veterinary technicians contribute to the practice.

4 ways to honor your veterinary technicians

Lately, veterinary clinics are getting more calls from pet owners asking for prescriptions and other treatments for their pets without an exam. The request may be for an antianxiety medication for travel for a pet we’ve never seen, or for a refill of an antibiotic or anti-inflammatory for a pet that hasn’t been to the clinic in over a year. When we correctly answer “no,” we face disappointed clients who may accuse us of just wanting to make money. They sometimes even imply that we all have luxury cars in the parking lot (spoiler alert: we don’t).

Although clients don’t generally like to be told they have to bring their pet to the clinic, explaining the value of a physical examination—a vital part of the veterinary-client-patient relationship—can help.

More than any blood test or radiograph, a physical exam makes use of the veterinarian’s and veterinary technician’s extensive education and knowledge. So what does our training help us notice that clients may not? What is the purpose of the various parts of a physical examination? Let’s go through the process and look at how veterinary staff could explain each step and convince a pet owner of the value of a trip to the clinic.

A complete health history and observation from a distance

The veterinary technician and veterinarian walk into the room to learn and observe the health history. This may seem like just a conversation—one that could have happened on the phone—but while this process is happening, the technician and the doctor are observing the animal and allowing them to grow more comfortable with the unfamiliar surroundings. The fact that your pet sees you talking to the scary people in scrubs instead of running away helps them feel more confident. We look at how they are standing, resting, and moving, looking for signs of pain and other abnormalities. We look at their coats, noticing any pattern of baldness and whether the fur is dull or shiny. Are they squinting 1 or both eyes? Holding their ears down? When they pant, can we see tartar on their teeth or gum inflammation? Do they have what we call a “pendulous” abdomen—a potbelly appearance?

Temperature, pulse rate, respiration rate, and weight

If the technician has not already, the doctor will likely take a rectal temperature at this point. Although this may seem rude, it is important to know if a fever is developing. It is also essential for us to measure your pet’s pulse and respiration rates and to get an accurate and current weight.

Now the veterinarian starts the hands-on physical exam. Every doctor has a slightly different approach, but many start at the front of the animal and work their way back. The doctor examines the eyes and nose, looking for discharge, noting its color and consistency. Using an ophthalmoscope, we shine a light into the eyes, looking at the pupillary light reflex or whether the animal’s pupils contract equally and normally. The doctor may also test a palpebral reflex—touching around the eye and watching for a quick blink in response. We look for redness of the conjunctiva and sclera and for any evidence of problems affecting the cornea or deeper structures within the eye. Then the doctor will often switch the head on their tool and examine the ear canals.

Now that we’re through with examining the eyes and ears, the veterinarian will look in your pet’s mouth. They’ll examine the teeth for tartar, the gums for gingivitis, and the entire oral cavity for any inflammation, wounds, or masses. We’ll evaluate the mucous membranes for dehydration and cardiovascular function. Pale, brick red, or blue tinged mucous membranes are all signs of severe disease and require immediate attention. A full oral exam is impossible on an awake animal (they just won’t listen when we tell them to say “ahh”), but the veterinarian or technician can determine if a dental cleaning or full oral exam under sedation is needed.

Next, most doctors will palpate the submandibular lymph nodes, located just behind the jaw. These nodes are not often visible and can be hard to locate, but swelling or changes in texture can indicate the need for further diagnostics to rule out inflammation or cancer. During the exam, the veterinarian will typically palpate numerous lymph nodes throughout the animal’s body.

After examining the head and neck, many veterinarians will then use their stethoscope to auscultate the heart and lungs. They will listen to the rate, rhythm, and character of the heartbeat. Simultaneous palpation of pulses alerts the doctor to abnormalities in blood circulation. They may move the stethoscope bell to the trachea to listen to referred upper airway noise and may palpate the trachea to elicit a cough (a collapsing trachea can often be diagnosed this way).

While they are examining the midsection of your pet, the doctor will likely move their hands over the entire body. Although doing this may look like normal petting, we’re feeling for masses, skin problems, and overall body condition.

Abdominal palpation is an important next step in the physical exam. Veterinarians are trained to feel for swelling, thickening, and masses in the abdomen. If your animal is relaxed enough to allow it, most doctors will spend a minute or 2 performing a deep abdominal palpation. They can feel the intestines, bladder, kidneys, and sometimes the liver and spleen. This is a skill that takes years to perfect but is invaluable at determining if further diagnostics, such as radiographs or ultrasonography, are necessary. The technician will watch the reactions of the pet during this palpation and alert the doctor if any twinges of pain are noted.

The doctor will likely palpate your pet’s spine. Again, the veterinary technician watches the patient’s face carefully, looking for subtle indications of pain. The doctor may do a quick neurologic exam, flipping the feet over and watching how quickly they are moved back into a normal position. This tests proprioception, or the ability to know where one’s limbs are.

Now that the doctor has reached your pet’s hind end, they will likely run their hands or a comb through the fur in front of the tail as this is a favorite spot for fleas. It’s also important to look under the tail for masses and evidence of abnormal stools and urinary or reproductive abnormalities. Older, intact male dogs should undergo a rectal exam to check for prostate enlargement, and intact female dogs may receive a more thorough reproductive exam.

The veterinarian will palpate your pet’s legs and perform a thorough musculoskeletal examination when needed. They may test the range of motion of the hips and watch for any signs of pain or stiffness. Additionally, the doctor may ask the technician to walk or jog the animal in straight lines or circles to perform a gait evaluation at the end of the stationary physical exam. Typically, this will only be done if lameness is reported.

The physical exam guides diagnostic and treatment recommendations

We will discuss any findings with you during or after the physical exam and recommend appropriate diagnostic testing or treatment. For example, if an ear canal is inflamed, we may need to swab your pet’s ear and perform a cytologic examination on the sample to determine what types of microorganisms are present. This is essential information before we can recommend the right medication.

Conclude your discussion with the client with a reminder that it is the clinic’s goal to partner with them in the care of their animal and we can only do this safely, effectively, and legally after a physical examination.

Sara Beth Speziok, MPH, is a fourth year veterinary student at the University of Florida College of Veterinary Medicine. 

Physical exams are vital to the veterinary-client-patient relationship. Learn how to explain their value to pet owners.

Yes, your pet must visit the veterinary office

With all the obstacles this pandemic has thrown at us, it’s no secret that our stress levels have increased, and everyday challenges have become much more difficult. “When we’re stressed, our decisions become reactionary...and we might try to avoid the situations that require decision-making,” said Taylor Miller, DVM. “But you need to move out of this survival mode in order to take action in a positive and deliberate manner—and the steps to doing so are very accessible.”

At the 2021 Veterinary Meeting and Expo, Miller explained the necessity of self-care and organization to eliminate the perilous pandemic panics.

What do your thoughts look like when you’re stressed? What behaviors do you exhibit? Simply evaluating your stress level and emotions can play a large role in pushing you through and beyond your current situation. “You have to recognize the ways in which stress is impacting your decision-making and your ability to cope, so you can start correcting those effects,” Miller said.

Recognize your mental state and what roadblocks are keeping you from moving forward. Are you afraid? Anxious? Tired? Understanding where your feelings are coming from can help you determine the best approach to take.

Miller listed specific activities that aid in stimulating the mind, relaxing the body, and reducing stress.

Movement. Something as simple as a short walk or a few minutes of stretching releases tension and clears your mind. Don’t choose an activity based on its intensity or how many calories it burns; instead, prioritize how it will positively influence your mental state.

Sleep. Getting enough rest each night decreases our stress levels and strengthens our willpower, patience, and energy. Sticking to a consistent bedtime in your daily schedule is ideal.

Breathing. Not only is breathing easy and accessible, but it also helps release tension from both the mind and muscles. “By slowing down your breathing, you are signaling to your body that you are calm, which means that there is no threat. By tricking your body, you, in turn, get yourself to relax,” Miller said.

The natural world. Immersing ourselves in nature has both physical and mental benefits. Circadian rhythms (processes that regulate our sleep-wake cycle) stabilize with consistent nature exposure, ultimately making us feel both grounded and energized.

Mindfulness. When we cultivate an awareness of our thoughts and our bodies, we become fully engaged in the present. Connecting to our surroundings allows us to be alert and aware of the decisions we make.

Self-care illusions. The benefits of some activities cease as soon as the activity itself ends. Examples, such as a glass of wine or screen time, may be a temporary distraction, but should not be used excessively.

Although these self-care strategies may sound easy to implement, “they should still require energy and focus to accomplish,” Miller said.

Survey and catalog your available resources

Identifying our resources gives us a foundation to keep us grounded and is mentally reassuring. It can be hard to remember that we aren’t alone when we subject ourselves to negative thoughts, but reaching out to reliable resources automatically reduces the intensity of the situation. These resources may include the following:

Counselors, support groups, community groups, and professional groups

Books, webinars, YouTube videos, blogs, forums, Ted Talks, and podcasts

Formal time management and decision-making tools

Paid-for services, like housekeeping, meal kits, and childcare

“Sometimes in the midst of stress or [a] crisis, we can forget how intuitively successful we can be just by listening to ourselves and accessing our own skills and strengths,” Miller said. Because we know ourselves best, we know what we need in times of stress.

Identify where action needs to be taken and make deliberate decisions

A key ingredient to solving a problem is focusing on the factors that need the most attention. “Times of crisis can be an unlooked-for opportunity to reevaluate your values and priorities, as crisis has a way of sharpening our focus,” Miller said. As we pay attention to what matters most, we’re not wasting our energy on trivial things. By being forced to act, we recognize where our priorities lie. 

Miller recommended several approaches, such as decluttering your brain with a mind map, Eisenhower Matrix, or a values and priorities assessment. You can also create decision strategies using a pro and con list, a strengths, weaknesses, opportunities, and threats (SWOT) analysis, or a decision matrix.

Forming a thoughtful plan provides us with structure that will ensure success when it is executed. Although creating this step-by-step plan doesn’t necessarily make reaching your goal easy, it does make it more achievable. Create a broad, overarching goal and objectives that specify the steps needed to accomplish it. Miller recommended stating your decision in the form of a SMART goal, that is:

Because a SMART goal revolves around balance and achievability, it brings stress to a minimum and provides us with the tools we need to move forward. “For the decision to truly make a difference, you need to make a careful plan for it to become an action,” Miller said. “And the easiest way to make your decision is through a goal that defines its boundaries.”

“The end is never really the end,” Miller said. “The most important step might be to reflect on your results.” Reflection helps us understand which points in the process should be tweaked. Did you achieve your goal? What went well? What worked and what didn’t?

Noting the results after executing the plan is important. It closes the loop and finishes the project just as deliberately as it was started. It can be tempting to skip this step once the plan is executed. However, reflecting on the process offers a better chance for future success and instills a sense of satisfaction and positivity after the goal is finally achieved.

Welcome feedback. Learning how others view your progress can help not only in revision for a better second run but also in future projects.

Make necessary changes. We must be willing to adapt and revise accordingly. Don’t be afraid to ask for assistance.

Celebrate the wins. Success is sweet, and too often we fail to celebrate so we can quickly move onto a new project. However, successes need to be acknowledged so we know what works, and we must be willing to put in the necessary effort the next time around.

Taylor Miller, DVM, breaks down the step-by-step process for resisting fight-or-flight and confronting conflict head-on in the troubling times of the pandemic.


 The 6 steps that bring you from survival to success in the pandemic

Picture this: A frustrated client comes into your office. Their dog will not take oral medication once a day as required, no matter what they’ve tried at home. What are you going to do? Here are 4 tips to help clients get creative when it comes to delivering nonpalatable, oral medicine.

First, encase the pill in a tasty treat, like a small piece of cheese, a cooked meatball, some peanut butter, or a pill pocket. Don’t make it too big. The goal is for the dog to gulp it down, not to chew it. Put this aside and give the dog the same treat without the pill. Then give the dog a second “empty” treat. Now pick up the treat-encased pill and hold it right next to the dog’s nose, but don’t let the dog eat it! Pull it away. For a second time, move it within an inch of the dog’s nose and take it away. Finally, hand the dog the treat-covered pill. After it’s eaten, quickly follow up with a fourth treat without a pill. The hope is for the game and all the treats to be so engrossing that the dog barely notices the pill.

Mixing crushed medication with food can work if the pill doesn’t have a strong, unpleasant taste. Use soft food with an enticing odor, like a canned diet or cooked, ground meat. Do not mix medication into the pet’s regular diet as this can lead to food refusal if a dog starts associating the bad taste of the medication with their food. It’s not a good idea to crush some types of pills or open certain capsules, so ask a veterinarian before making this recommendation if you are unsure.

Empty gelatin capsules are available through many drug stores. Your client can put less-than-tasty pills inside to hide their flavor while they are in the dog’s mouth.

Sometimes your clients don’t have the time or inclination to go through the suggestions above, or perhaps they have tried them all and they haven’t worked. Don’t give up! You can teach your client how we give pills in the veterinary clinic.

It’s easy to safely open a dog’s mouth and drop pills in if you know the tricks of the trade. You can refer owners to a helpful photo series on 

 that shows exactly how to do it. Dogs should always get a lot of praise and a treat after a successful pilling session.

Practice makes perfect. Soon your client will wonder why giving pills was once so difficult.

Help clients give their pets the medicine they need without the hassle.


Giving a dog medicine can be tricky: Tips for clients to make the process easier

No, you didn’t read that wrong, you’re now a part of 1 of my favorite things—combining thoughts and words to create something new and impactful.

“Inspirotivation” is my latest creation: a combination of inspiration and motivation. What’s the difference? Think internal vs external stimuli. Inspiration stems from the internal forces that give you the ability to push yourself, whereas motivation is what you perceive around you that kicks your brain into gear to get things done.

Although many people consider these to be mutually exclusive, to me, it makes more sense to meld them. Depending on the situation you’re in, the inner feeling could be stronger, or the environmental factors and people surrounding you may take precedence. What if choosing one or the other, you take a bit of that inner strength and some of the external, and merge them into a self-empowering mantra? Congrats, you just became inspirotivated!

Inspiration and motivation aren’t all that different conceptually. Other professions blend them. For music lovers, this is how songs are created. For the visual artists out there, here’s where color blending starts. Take it on the athletic field, and this is where the real game begins—where offense and defense meet.

Yes, it’s a different concept, and no, the word doesn’t roll off the tongue, but finding a path of inspiration or winding through a motivational maze isn’t always an easy feat either. It’s not often that just 1 thing gets us up and moving, and determining what factors are important to us is hard. This is a process that evolves throughout our lives.

This linguistic journey has helped me define my own inspirotivation. To put it simply, I am inspirotivated by and for my family. I want to do and be my best because it’s what is needed. It’s what feels and what is right. I want to make a positive impact for change in my own life and in the lives of those around me.

What’s your inspirotivation? How can you use it to make your reality better? That isn’t something I or anyone else can answer for you, but I would love to hear your thoughts on the matter. Feel free to comment or share, and you may just find that you become someone’s inspirotivation in turn.

Looking for motivation, inspiration, or a bit of both? Look no further than “inspirotivation.”


Firstline October 2021

On the heels of success

4 ways to honor your veterinary technicians

Yes, your pet must visit the veterinary office

The 6 steps that bring you from survival to success in the pandemic

Giving a dog medicine can be tricky: Tips for clients to make the process easier

Inspirotivation