Pet-Specific Care for the Veterinary Team

Pet-Specific Care for the Veterinary Team
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Описание книги

A practical guide to identifying risks in veterinary patients and tailoring their care accordingly   Pet-specific care refers to a practice philosophy that seeks to proactively provide veterinary care to animals throughout their lives, aiming to keep pets healthy and treat them effectively when disease occurs.  Pet-Specific Care for the Veterinary Team  offers a practical guide for putting the principles of pet-specific care into action. Using this approach, the veterinary team will identify risks to an individual animal, based on their particular circumstances, and respond to these risks with a program of prevention, early detection, and treatment to improve health outcomes in pets and the satisfaction of their owners. The book combines information on medicine and management, presenting specific guidelines for appropriate medical interventions and material on how to improve the financial health of a veterinary practice in the process. Comprehensive in scope, and with expert contributors from around the world, the book covers pet-specific care prospects, hereditary and non-hereditary considerations, customer service implications, hospital and hospital team roles, and practice management aspects of pet-specific care. It also reviews specific risk factors and explains how to use these factors to determine an action plan for veterinary care. This important book:  Offers clinical guidance for accurately assessing risks for each patient Shows how to tailor veterinary care to address a patient’s specific risk factors Emphasizes prevention, early detection, and treatment Improves treatment outcomes and provides solutions to keep pets healthy and well Written for veterinarians, technicians and nurses, managers, and customer service representatives,  Pet-Specific Care for the Veterinary Team  offers a hands-on guide to taking a veterinary practice to the next level of care.

Оглавление

Группа авторов. Pet-Specific Care for the Veterinary Team

Table of Contents

List of Tables

List of Illustrations

Guide

Pages

Pet‐Specific Care for the Veterinary Team

Contributors

Preface

Editor-in-Chief

1.1. Overview of Pet-Specific Care

BASICS. 1.1.1 Summary

1.1.2 Terms Defined

MAIN CONCEPTS

1.1.3 Why Pet‐Specific Care?

1.1.3.1 Why Pet‐Specific Care Rather than Pet‐Specific Medicine?

1.1.4 Risk Assessment

1.1.5 The Need

1.1.6 Fundamental Drivers of Pet‐Specific Care

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Abbreviation

Recommended Reading

1.2 Providing a Lifetime of Care

BASICS. 1.2.1 Summary

1.2.2 Terms Defined

MAIN CONCEPTS

1.2.3 Risk (Needs) Assessment

1.2.4 Risk Management

1.2.5 The First Visit

1.2.6 Subsequent Visits

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS

1.2.7 Cautions

Abbreviation

Recommended Reading

1.3 Personalized Care Plans

BASICS. 1.3.1 Summary

1.3.2 Terms Defined

MAIN CONCEPTS. 1.3.3 Premise of Pet‐Specific Care

1.3.4 Practice Pet Populations

1.3.5 Components of Personalized Pet Care Plans

1.3.6 Genetic Testing and Personalized Care Plans

1.3.7 Putting DNA Testing in Perspective

1.3.8 Putting It All Together

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 1.3.9 Cautions

Abbreviation

References

Recommended Reading

1.4 Opportunities for Pet-Specific Care

BASICS

1.4.1 Terms Defined

MAIN CONCEPTS. 1.4.2 Veterinary Teams are Teachers

1.4.3 Wellness and Prevention are Key

1.4.4 Components of Individualized Care

1.4.5 Pet‐Specific Care Takes Extra Time and Effort

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Abbreviations

Reference

Recommended Reading

1.5 Feline-Friendly Care

BASICS. 1.5.1 Summary

1.5.2 Terms Defined

MAIN CONCEPTS. 1.5.3 The Data is for the Dogs

1.5.4 Cat Concepts in the Veterinary Clinic

1.5.5 Feline Friendliness Starts at Home

1.5.6 It's All About the Cat, and Their Person

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 1.5.7 Cautions

Abbreviations

References

Recommended Reading

1.6 Adapting to a New Normal

BASICS. 1.6.1 Summary

1.6.2 Terms Defined

MAIN CONCEPTS. 1.6.3 Client Experience

1.6.4 Changing Practice Protocols

1.6.5 Expectations for Telehealth

1.6.6 Economic Insecurity

1.6.7 Retail Considerations

1.6.8 Vendor Relationships

1.6.9 Changing Business Models

TAKE‐AWAYS

MISCELLANEOUS. 1.6.10 Cautions

Recommended Reading

2.1 Based Veterinary Medicine and Personal Bias

BASICS. 2.1.1 Summary

2.1.2 Terms Defined

MAIN CONCEPTS. 2.1.3 What Is EBVM?

2.1.4 Why Do We Need EBVM?

2.1.5 How Does EBVM Work in Practice?

EXAMPLES

TAKE‐AWAYS

References

Recommended Reading

2.2 The Role of Incremental Care

BASICS. 2.2.1 Summary

2.2.2 Terms Defined

MAIN CONCEPTS

TAKE‐AWAYS

MISCELLANEOUS. 2.2.3 Cautions

Recommended Reading

2.3 Prevalence and Incidence

BASICS. 2.3.1 Summary

2.3.2 Terms Defined

MAIN CONCEPTS. 2.3.3 Introduction

2.3.4 Key Differences

2.3.5 Why is Incidence So Much Harder to Determine?

2.3.6 When/Why Do We Really Need Incidence?

2.3.7 Always Prevalence in Veterinary Medicine

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

2.4 Checklists in Veterinary Practice

BASICS. 2.4.1 Summary

2.4.2 Terms Defined

MAIN CONCEPTS. 2.4.3 The Need

2.4.4 The Tool

2.4.5 Checklists in Veterinary Medicine

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 2.4.6 Cautions

Abbreviation

References

Recommended Reading

2.5 Virtual Care (Telehealth)

BASICS. 2.5.1 Summary

2.5.2 Terms Defined

MAIN CONCEPTS

2.5.3 The Marketplace

2.5.4 Professional Considerations

2.5.5 Implementation

2.5.6 Remote Monitoring

2.5.7 Financial Aspects of Virtual Care

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 2.5.8 Cautions

Recommended Reading

2.6 Generational Considerations

BASICS. 2.6.1 Summary

2.6.2 Terms Defined

MAIN CONCEPTS

2.6.3 The Silent Generation

2.6.4 Baby Boomers

2.6.5 Generation X

2.6.6 Millennials

2.6.7 Generation Z

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

2.7 Risk Assessment

BASICS. 2.7.1 Summary

2.7.2 Terms Defined

MAIN CONCEPTS

2.7.3 Determining Risk

EXAMPLES. 2.7.4 How Common Is It?

2.7.5 How Serious Is the Problem?

2.7.6 How Diagnosable Is the Problem?

2.7.7 How Preventable Is the Problem?

2.7.8 How Treatable Is the Problem?

2.7.9 Refining Risk Assessment

2.7.10 Risk Assessment for Well Patients

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Abbreviation

Recommended Reading

2.8 Risk Management

BASICS. 2.8.1 Summary

2.8.2 Terms Defined

MAIN CONCEPTS. 2.8.3 How Risk Management is Defined

2.8.4 Risk Management Methods

2.8.5 Why Some People are More Risk‐Averse than Others

2.8.6 The True Risk for Pet Owners

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 2.8.7 Cautions

Reference

Recommended Reading

2.9 Anticipated Costs of Pet Care

BASICS. 2.9.1 Summary

MAIN CONCEPTS. 2.9.2 Veterinarians and Cost Discussions

2.9.3 The Do's and Don'ts of Discussing Cost of Care with Clients

2.9.4 Preparing Clients for the Cost of Care Over a Pet's Lifetime

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. References

2.10 Affordability of Veterinary Services

BASICS

MAIN CONCEPTS

Solutions to the Pet Healthcare Affordability Crisis

TAKE‐AWAYS

MISCELLANEOUS. Reference

Recommended Reading

2.11 Discounting in Veterinary Practice

BASICS. 2.11.1 Summary

2.11.2 Terms Defined

MAIN CONCEPTS

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

2.12 Blockchain in Veterinary Medicine

BASICS. 2.12.1 Summary

2.12.2 Terms Defined

MAIN CONCEPTS

2.12.3 Healthcare Applications

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 2.12.4 Cautions

Recommended Reading

2.13 Placebo and Nocebo

BASICS. 2.13.1 Summary

2.13.2 Terms Defined

MAIN CONCEPTS

2.13.3 Caregiver Placebo Effect

2.13.4 The Hawthorne Effect

2.13.5 Regression to the Mean

2.13.6 Honest Placebo

2.13.7 Nocebo Effect

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

2.14 Benefits of the Human–Animal Bond

BASICS. 2.14.1 Summary

2.14.2 Terms Defined

MAIN CONCEPTS

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 2.14.3 Cautions

References

Recommended Reading

2.15 Promoting the Human–Animal Bond

BASICS. 2.15.1 Summary

2.15.2 Terms Defined

MAIN CONCEPTS. 2.15.3 The Human–Animal Bond

2.15.4 Client Education Opportunities

2.15.5 Educational Topics that Promote the Human–Animal Bond

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Abbreviation

References

Recommended Reading

2.16 Pain and Pain Management

BASICS

2.16.1 Terms Defined

MAIN CONCEPTS

2.16.2 Recognition/Assessment of Pain

2.16.3 Prevention and Treatment of Pain

2.16.3.1 Acute Postsurgical Pain

2.16.3.2 Chronic OA Pain

2.16.3.3 Non‐OA Chronic Pain

2.16.4 Confounders of Pain

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 2.16.5 Cautions

Abbreviation

References

Recommended Reading

2.17 Emergency Preparedness

BASICS. 2.17.1 Summary

2.17.2 Terms Defined

MAIN CONCEPTS

2.17.3 Pet‐Specific Advice for Clients

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 2.17.4 Cautions

Recommended Reading

2.18 Population Control

BASICS. 2.18.1 Summary

2.18.2 Terms Defined

MAIN CONCEPTS. 2.18.3 The Reason for Sterilization

2.18.4 The Rise of Pediatric Neutering

2.18.5 Ovariectomy Versus Ovariohysterectomy

2.18.6 Alternatives to Permanent Sterilization

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 2.18.7 Cautions

References

Recommended Reading

2.19 One Health

BASICS

2.19.1 Terms Defined

MAIN CONCEPTS

2.19.2 Zoonotic Diseases

2.19.3 Antibiotic Usage

2.19.4 Home‐Made Diets

2.19.5 Special Consideration for Exotic Pets and Wildlife

2.19.6 Veterinary Healthcare Team Strategies

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Reference

2.20 Cancer Precision Medicine

BASICS. 2.20.1 Summary

2.20.2 Terms Defined

MAIN CONCEPTS. 2.20.3 Cancer is a Disease of Dysregulated Genes

2.20.3.1 Precision Medicine for Oncology

2.20.4 Cancer Precision Medicine for Individualized and Molecular Therapy

2.20.5 Challenges and Solutions for Precision Medicine and Veterinary Oncology

2.20.5.1 The Liquid Biopsy Solution

2.20.5.2 Context

2.20.6 Cancer Precision Medicine for Reverse Drug Development

2.20.7 Are You Ready to Interpret a Pmed Analysis of Disease?

TAKE‐AWAYS

MISCELLANEOUS. 2.20.7.1 Disclosure

2.20.7.2 Acknowledgments

Recommended Reading

3.1 Genetic Basics

BASICS. 3.1.1 Summary

3.1.2 Terms Defined

MAIN CONCEPTS. 3.1.3 DNA: The Fabric of Life

3.1.4 Mutations

Box 3.1.1 Story of a mutation

3.1.5 Propagation of Traits

3.1.6 Microsatellites

3.1.7 Predicting Genotype

3.1.8 Genetics Versus Genomics

3.1.9 The Impact of Breeding

TAKE‐AWAYS

MISCELLANEOUS. Abbreviations

Recommended Reading

3.2 Modes of Inheritance

BASICS. 3.2.1 Summary

3.2.2 Terms Defined

MAIN CONCEPTS

3.2.3 Recessive and Dominant Traits

3.2.4 Cytoplasmic Inheritance

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Reference

Recommended Reading

3.3 The Genetics of Disease

BASICS. 3.3.1 Summary

3.3.2 Terms Defined

MAIN CONCEPTS

3.3.3 Dominance and Disease

3.3.4 More on Penetrance and Expressivity

3.3.5 Epistasis

3.3.6 Epigenetics

3.3.7 Genetics and Cancer

3.3.8 Genetics and Behavior

TAKE‐AWAYS

MISCELLANEOUS. Abbreviation

References

Recommended Reading

3.4 Predicting and Eliminating Disease Traits

BASICS. 3.4.1 Summary

3.4.2 Terms Defined

MAIN CONCEPTS. 3.4.3 Risk Factors

3.4.4 Genotypic and Phenotypic Testing

3.4.5 History

3.4.6 Counseling

3.4.7 Checklists

3.4.8 Predicting Outcomes

3.4.9 Hardy–Weinberg Law

3.4.10 Preserving Genetic Diversity

3.4.11 Bias

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Abbreviation

Recommended Reading

3.5 Conformation Extremes and the Veterinary Team

BASICS. 3.5.1 Summary

3.5.2 Terms Defined

MAIN CONCEPTS. 3.5.3 The Origin of the Problem

3.5.4 Consequences of Extreme Conformation

3.5.5 What the Veterinary Team Can Do. 3.5.5.1 Make Sure You All Agree!

3.5.5.2 Social Media

3.5.5.3 Prepurchase Advice

3.5.5.4 First Visits

3.5.5.5 Ongoing Care and End of Life

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

3.6 Genetic Testing

BASICS. 3.6.1 Summary

3.6.2 Terms Defined

MAIN CONCEPTS

3.6.3 Phenotypic Tests

3.6.4 Genotypic Tests

3.6.4.1 Direct Mutation‐Based Tests

3.6.4.2 Linked Marker‐Based Tests

3.6.4.3 Breed‐Specific Genetic Testing

3.6.5 Availability of Genetic Tests

3.6.5.1 Genetic Panel (Multiplex) Testing

3.6.5.2 Mixed‐Breed and Purebred Testing

3.6.5.3 Genetic Diversity Testing

3.6.5.4 Estimated Breeding Values

3.6.5.5 Genomic Breeding Values

3.6.5.5.1 Tissue Testing

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 3.6.6 Cautions

Recommended Reading

3.7 Genetic Health Registries and Research Organizations

BASICS. 3.7.1 Summary

3.7.2 Terms Defined

MAIN CONCEPTS. 3.7.3 The Need

3.7.4 Genetic Health Registries

3.7.5 Research Organizations

3.7.6 Utility

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 3.7.7 Cautions

Abbreviation

Recommended Reading

3.8 Genetic Counseling

BASICS. 3.8.1 Summary

3.8.2 Terms Defined

MAIN CONCEPTS

3.8.3 On a Client Acquiring a New Pet

3.8.4 Genetic Counseling in Owned Animals

3.8.5 Breeding Recommendations

EXAMPLES. Example 1

Example 2

Example 3

TAKE‐AWAYS

MISCELLANEOUS. Abbreviations

Recommended Reading

3.9 Purebreds, Mixed‐Breeds, and Hybrids

BASICS. 3.9.1 Summary

3.9.2 Terms Defined

MAIN CONCEPTS

3.9.3 Purebreds

3.9.4 Hybrids

3.9.5 Mixed‐Breeds

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

3.10 Advising Clients on Selecting an Appropriate Pet

BASICS. 3.10.1 Summary

3.10.2 Terms Defined

MAIN CONCEPTS. 3.10.3 Acquiring a Pet

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. References

Recommended Reading

3.11 Integrating Genotypic and Phenotypic Testing

BASICS. 3.11.1 Summary

3.11.2 Terms Defined

MAIN CONCEPTS

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Abbreviation

Recommended Reading

3.12 Orthopedic Screening

BASICS. 3.12.1 Summary

MAIN CONCEPTS

3.12.2 Congenital and Acquired Orthopedic Conditions Can Be Common. 3.12.2.1 Canine Hip Dysplasia (HD)

3.12.2.2 Canine Elbow Dysplasia (ED)

3.12.2.3 Canine Osteoarthritis (OA)

3.12.2.4 Feline Osteoarthritis (OA)

3.12.3 Diagnostic Methods for Screening for Orthopedic Disease and Risk Factors

3.12.3.1 Pain Assessment Questionnaires

3.12.3.2 Palpation and ROM

3.12.3.3 Gait Analysis

3.12.3.4 Radiographs

3.12.3.5 Genetic Testing

3.12.4 Incorporating Orthopedic Screening into Your Practice Workflow and Client Recommendations

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. References

Recommended Reading

3.13 Breed Predisposition

BASICS. 3.13.1 Summary

MAIN CONCEPTS

3.13.2 Screening for Genetic Diseases

3.13.3 Breed‐Specific Risk Assessment

3.13.4 Developing a Breed‐Specific Wellness Program

3.13.5 Marketing Breed‐Specific Wellness

EXAMPLES

3.13.6 DNA Testing Recommendation Scripts. 3.13.6.1 Mixed‐Breed Composition

3.13.6.2 Acute Ventricular Dysrhythmia Syndrome

3.13.6.3 Hemophilia and von Willebrand Disease

3.13.6.4 MDR1

TAKE‐AWAYS

MISCELLANEOUS. Abbreviations

Reference

Recommended Reading

3.14 Breed‐Specific Variants in Laboratory Testing

BASICS. 3.14.1 Summary

3.14.2 Terms Defined

MAIN CONCEPTS

3.14.3 Sighthounds

3.14.4 Akitas, Jindos, Shiba Inus, and the Chinese Shar Pei

3.14.5 Cavalier King Charles Spaniels

3.14.6 Maltese Dogs

3.14.7 Canine Elliptocytosis

3.14.8 Breed‐Specific Hematological and Biochemical Variations in Cats

TAKE‐AWAYS

MISCELLANEOUS. 3.14.9 Cautions

References

Recommended Reading

3.15 Breed‐Related Anesthetic Considerations

BASICS. 3.15.1 Summary

MAIN CONCEPTS

3.15.2 True Breed Sensitivities to Anesthetic Drugs. 3.15.2.1 Greyhounds

3.15.2.2 Collies and Other Herding Breeds

3.15.3 Controversial “Sensitivity” 3.15.3.1 Boxers

3.15.4 Breeds with Common Underlying Conditions That Can Impact Anesthesia. 3.15.4.1 Brachycephalic Breeds

3.15.4.2 Breeds Prone to Other Airway Abnormalities

3.15.4.3 Breeds Prone to Cardiovascular Disease

3.15.4.4 Breeds Prone to Hepatic Disease

3.15.4.5 Breeds Prone to Renal Disease

3.15.4.6 Breeds Prone to von Willebrand Factor Deficiency

3.15.4.7 Others

3.15.5 Impact of Breed‐Related Size and Temperament. 3.15.5.1 Breed‐Related Size as a Complication of Anesthesia

3.15.6 Breed‐Related Temperament as a Risk Factor

3.15.7 Decreasing Anesthetic Risk – Breed or Otherwise

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. References

Recommended Reading

3.16 Breed‐Related Drug Sensitivities

BASICS. 3.16.1 Summary

3.16.2 Terms Defined

MAIN CONCEPTS. 3.16.3 Basic Genetic Concepts

3.16.4 Pharmacogenetics of Drug Metabolism

3.16.5 Pharmacogenetics and the P‐Glycoprotein Drug Transporter

3.16.6 P‐Glycoprotein and Drug Absorption

3.16.7 P‐Glycoprotein and Drug Absorption

3.16.8 P‐glycoprotein and Drug Absorption

3.16.9 Pharmacogenetics and Hypersensitivity Reactions

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

3.17 Breed‐Related Nutritional Issues

BASICS. 3.17.1 Summary

MAIN CONCEPTS

EXAMPLES

3.17.2 Nutritional Assessment

3.17.3 Discussion

3.17.4 Nutritional Recommendation and Plan

TAKE‐AWAYS

MISCELLANEOUS. References

Recommended Reading

3.18 Breed‐Related Eye Conditions

BASICS. 3.18.1 Summary

3.18.2 Terms Defined

MAIN CONCEPTS. 3.18.3 Cataract

3.18.4 Collie Eye Anomaly (Choroidal Hypoplasia)

3.18.5 Lens Luxation

3.18.6 Progressive Retinal Atrophy

3.18.7 Glaucoma

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

3.19 Mixed‐Breed Considerations

BASICS. 3.19.1 Summary

3.19.2 Terms Defined

MAIN CONCEPTS

3.19.3 Hybrid Vigor

3.19.4 Health Considerations

3.19.5 Practical Implications

3.19.6 Genetic Testing

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

4.1 Canine and Feline Life Stages

BASICS. 4.1.1 Summary

MAIN CONCEPTS

4.1.2 Veterinary Care for All Life Stages

4.1.3 Canine Life Stages

4.1.4 Feline Life Stages

4.1.5 Ensure Everyone is on Board

TAKE‐AWAYS

MISCELLANEOUS. Abbreviations

References

4.2 Gender‐Related Considerations

BASICS. 4.2.1 Summary

4.2.2 Terms Defined

MAIN CONCEPTS

4.2.3 Sex‐Linked Traits

4.2.4 Mitochondrial Inheritance

4.2.5 Sex‐Limited Traits

4.2.6 Gender Predisposition

4.2.7 Abnormalities in Sexual Differentiation

4.2.8 Spay/Neuter

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Abbreviation

Recommended Reading

4.3 Prevention and Control of Infectious Diseases

BASICS. 4.3.1 Summary

4.3.2 Terms Defined

MAIN CONCEPTS. 4.3.3 Introduction

4.3.4 Pathogen Factors Influencing Disease. 4.3.4.1 Ability to Spread and Cause Disease

4.3.4.2 Stability in the Environment

4.3.4.3 Route of Transmission

4.3.5 Pet‐Specific Factors Influencing Disease. 4.3.5.1 Nutrition

4.3.5.2 Preventive Veterinary Care

4.3.5.3 Reproductive Control

4.3.6 Environment‐Specific Factors Contributing to Disease. 4.3.6.1 Maintaining a Clean Environment

4.3.6.2 Wildlife Interaction

4.3.6.3 Introducing a New Pet to the Household

4.3.6.4 Socialization and Group Events

4.3.7 Conclusion

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. References

Recommended Reading

4.4 Preventing Infectious Diseases in the Small Animal Veterinary Hospital

BASICS. 4.4.1 Summary

4.4.2 Terms Defined

MAIN CONCEPTS. 4.4.3 Overview of Common Hospital‐Acquired Infections

4.4.4 Infection Control Program Goals

4.4.5 Prevention of Pathogen Introduction

4.4.6 Hand Hygiene

4.4.7 General Animal Handling

4.4.8 Handling Animals with Infectious Disease

Box 4.4.1 Dogs or Cats Infected or Suspected to Be Infected with These Pathogens Should be Handled with Strict Isolation Protocols

4.4.9 Environmental Cleaning

4.4.10 Surgical Preparation

4.4.11 Conclusion

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. References

Recommended Reading

4.5 Prevention and Control of Parasites

BASICS. 4.5.1 Summary

4.5.2 Terms Defined

MAIN CONCEPTS. 4.5.3 The Need

4.5.4 The Products

4.5.4.1 Standards of Care and Recommendations

4.5.5 Compliance

4.5.6 Staff Training

4.5.7 Client–Staff Interaction

EXAMPLES. Example 1: A 4‐year‐old pet: biannual visit with immunizations

Example 2: An 8‐week‐old pet: first visit to veterinarian

TAKE‐AWAYS

MISCELLANEOUS. 4.5.8 Caution

Recommended Reading

4.6 Role of the Microbiome

BASICS. 4.6.1 Summary

4.6.2 Terms Defined

MAIN CONCEPTS. 4.6.3 The Microbiome Defined

4.6.4 Functions of the Microbiome

4.6.5 Microbiomes of the Body

4.6.6 Maintaining a Healthy Microbiome

4.6.7 The Future of Microbiome Work

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. References

Recommended Reading

4.7 Embracing Early Detection

BASICS. 4.7.1 Summary

4.7.2 Terms Defined

MAIN CONCEPTS

4.7.3 Practical Applications

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

4.8 Pet‐Specific Relevance of Reference Intervals

BASICS. 4.8.1 Summary

4.8.2 Terms Defined

MAIN CONCEPTS

4.8.3 Establishing Reference Intervals

4.8.4 The Statistics Underlying Reference Intervals

4.8.5 Patient‐Specific Varations in Reference Intervals

4.8.6 Retest When Presented with Unusual or Unexpected Results

4.8.7 The Impact of Panel Testing on Reference Intervals

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 4.8.8 Cautions

References

4.9 Periodontal Disease

BASICS. 4.9.1 Summary

4.9.2 Terms Defined

MAIN CONCEPTS

4.9.3 Attachment Loss

4.9.4 Stages of Periodontal Disease [1]

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 4.9.5 Cautions

Reference

Recommended Reading

4.10 Environmental Considerations

BASICS. 4.10.1 Summary

4.10.2 Terms Defined

MAIN CONCEPTS. 4.10.3 Thermal Challenges

4.10.3.1 Heatstroke

4.10.3.2 Hypothermia

4.10.4 Toxin Exposure

4.10.4.1 Nephrotoxins

4.10.4.2 Cardiac Toxins

4.10.4.3 Neurotoxins

4.10.4.4 Carcinogenic Toxins

4.10.4.5 Other Toxins

4.10.5 Other Reasons to Pet‐Proof the Home

4.10.6 Exposure to Infectious Diseases

4.10.6.1 Borreliosis

4.10.6.2 Leptospirosis

4.10.6.3 Systemic Fungal Infections

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 4.10.7 Cautions

References

Recommended Reading

4.11 Environmental Enrichment

BASICS. 4.11.1 Summary

4.11.2 Terms Defined

MAIN CONCEPTS

4.11.3 Feline Environmental Needs

4.11.4 Complications Associated with Indoor Living for Cats

4.11.5 Outdoor Living for Cats

4.11.6 Outdoor Exposure in Dogs

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 4.11.7 Cautions

References

Recommended Reading

4.12 Homeowner Insurance Considerations

BASICS. 4.12.1 Summary

4.12.2 Terms Defined

MAIN CONCEPTS. 4.12.3 Homeowner’s Insurance

4.12.4 The Application Process

4.12.5 The Underwriting Process

4.12.6 Dog Breed Exclusions

4.12.7 Damages Caused by Pets

4.12.8 Why Every Pet Owner Should Purchase Higher Limits of Liability Insurance

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 4.12.9 Cautions

Reference

Recommended Reading

5.1 Pet‐Specific Customer Service

BASICS. 5.1.1 Summary

5.1.2 Terms Defined

MAIN CONCEPTS

5.1.3 Getting a Good History

5.1.4 Consistency of Care

5.1.5 Team Training

5.1.6 Value Statements

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 5.1.7 Cautions

Recommended Reading

5.2 Meeting Client Needs

BASICS. 5.2.1 Summary

5.2.2 Terms Defined

MAIN CONCEPTS. 5.2.3 What Do Clients Need?

5.2.4 Consistency

5.2.4.1 Compassion

5.2.4.2 Customer Service

5.2.4.3 Convenience

5.2.4.4 Competence

5.2.4.5 Cost

EXAMPLES

CAUTIONS

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

5.3 What Clients Expect from the Veterinary Team

BASICS. 5.3.1 Summary

5.3.2 Terms Defined

MAIN CONCEPTS. 5.3.3 Determining Expectations

5.3.4 Clear Communication

5.3.5 Value Delivery and Affordability

5.3.6 Advocacy

5.3.7 Confidentiality and Privacy

TAKE‐AWAYS

MISCELLANEOUS. 5.3.8 Cautions

References

Recommended Reading

Note

5.4 The Changing Nature of Pet Owners

BASICS. 5.4.1 Summary

5.4.2 Terms Defined

MAIN CONCEPTS

5.4.3 Medicalization

5.4.4 Demographics and Psychographics

5.4.5 Spending

TAKE‐AWAYS

MISCELLANEOUS. 5.4.6 Cautions

References

Recommended Reading

5.5 Meeting the Needs of Pet Parents

BASICS. 5.5.1 Summary

5.5.2 Terms Defined

MAIN CONCEPTS. 5.5.3 Identify The Needs of Pet Parents

5.5.4 Adopt a Holistic Approach to Pet Healthcare

5.5.5 Enhance Client Education About Quality Medical Care

5.5.6 Provide Convenience and Personalized Service

5.5.7 Empower Pet Parents

5.5.8 Focus on Affordability and Cost Savings

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

5.6 Adoption Source Options

BASICS. 5.6.1 Summary

5.6.2 Terms Defined

MAIN CONCEPTS

5.6.3 Bricks‐and‐Mortar Animal Shelters

5.6.3.1 Important Considerations Before Adopting from An Animal Shelter

5.6.4 Foster‐Based Pet Rescues

5.6.4.1 Important Considerations Before Adopting from a Pet Rescue

5.6.5 Breeders

5.6.5.1 Important Considerations Before Purchasing from a Breeder

5.6.6 Pet Stores

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

5.7 Preadoption Counseling

BASICS. 5.7.1 Summary

MAIN CONCEPTS

5.7.2 Proper Pet Hygiene

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. References

5.8 The Biology of Marketing

BASICS. 5.8.1 Summary

5.8.2 Terms Defined

MAIN CONCEPTS. 5.8.3 Evolutionary Psychology

5.8.4 The Sales Funnel. 5.8.4.1 Discovery

5.8.4.2 Consideration

5.8.4.3 Action

5.8.5 Cementing the Bond

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

5.9 Dealing with Breeders

BASICS. 5.9.1 Summary

5.9.2 Terms Defined

MAIN CONCEPTS. 5.9.3 Mutual Benefit

5.9.4 Entanglement and Trust

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

5.10 Discussing Pet‐Specific Care

BASICS. 5.10.1 Summary

5.10.2 Terms Defined

MAIN CONCEPTS. 5.10.3 Genetic Risk Factors

5.10.4 Lifestyle Management

5.10.5 Life Stage Management

5.10.6 Parasite Control

5.10.7 Vaccination

5.10.8 Oral Care

5.10.9 Discussion

EXAMPLES. Example 1

Example 2

TAKE‐AWAYS

MISCELLANEOUS. 5.10.10 Cautions

References

Recommended Reading

5.11 Discussing Finances for Pet‐Specific Care

BASICS. 5.11.1 Summary

5.11.2 Terms Defined

MAIN CONCEPTS. 5.11.3 The Challenge

5.11.4 Client Expectations

5.11.5 Education and Training

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. References

5.12 Discussing Anesthetic Risk

BASICS. 5.12.1 Summary

MAIN CONCEPTS. 5.12.2 Decreasing Anesthetic Risk

5.12.3 Client Communication Regarding Anesthesia and Anesthetic Risk for their Pet

5.12.4 Frequently Asked Questions

TAKE‐AWAYS

MISCELLANEOUS. Reference

Recommended Reading

5.13 Improving Client Engagement Through Technology

BASICS. 5.13.1 Summary

5.13.2 Terms Defined

MAIN CONCEPTS. 5.13.3 The Need

5.13.4 Opportunities. 5.13.4.1 Social Media

5.13.4.2 Apps and Push Notifications

5.13.4.3 Digital Client Communications

5.13.4.4 Website Offerings

5.13.4.4.1 Client Portals

5.13.4.4.2 Online Scheduling

5.13.4.4.3 Pet Health Information

5.13.4.4.4 Online Store

5.13.4.5 Patient Update Notifications

5.13.5 Reputation Management

5.13.6 Telemedicine

5.13.7 Remote Patient Monitoring

TAKE‐AWAYS

MISCELLANEOUS. References

Recommended Reading

5.14 Client Education Materials

BASICS. 5.14.1 Summary

MAIN CONCEPTS

5.14.2 Relevance

5.14.3 Distribution

5.14.4 Confirmation

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 5.14.5 Cautions

Recommended Reading

5.15 Client Appointment Scheduling

BASICS. 5.15.1 Summary

5.15.2 Terms Defined

MAIN CONCEPTS

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 5.15.3 Cautions

Recommended Reading

5.16 Maintaining Client Contact Between Appointments

BASICS

5.16.1 Terms Defined

MAIN CONCEPTS

5.16.2 Branding

5.16.3 Customer Success

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 5.16.4 Cautions

Recommended Reading

5.17 Ensuring and Measuring Client Satisfaction

BASICS. 5.17.1 Summary

MAIN CONCEPTS. 5.17.2 The Need

5.17.3 Ensuring Client Satisfaction in a Pet‐Specific Care Practice

5.17.4 Measuring Client Satisfaction

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. References

Recommended Reading

5.18 Lifetime Support – Pet Trusts and Wills

BASICS. 5.18.1 Summary

5.18.2 Terms Defined

MAIN CONCEPTS. 5.18.3 Wills

5.18.4 Trusts

TAKE‐AWAYS

MISCELLANEOUS. 5.18.5 Cautions

Abbreviation

Reference

Recommended Reading

6.1 Normal Development Stages of Dogs and Cats

BASICS. 6.1.1 Summary

6.1.2 Terms Defined

MAIN CONCEPTS

6.1.2.1 Neonatal Stage

6.1.2.2 Transitional Stage

6.1.2.3 Socialization Period

6.1.2.4 Juvenile Stage and Puberty

6.1.2.5 Social Maturation

6.1.2.6 Geriatric

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. References

6.2 How Animals Learn

BASICS. 6.2.1 Summary

6.2.2 Terms Defined

MAIN CONCEPTS

6.2.3 Classical Conditioning

6.2.4 Operant Conditioning

6.2.5 Counterconditioning. 6.2.5.1 Classical Counterconditioning (CCC)

6.2.5.2 Operant Counterconditioning (OCC)

6.2.5.3 Desensitization (DS)

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 6.2.6 Cautions

References

Recommended Reading

6.3 Managing Life Changes with Pets

BASICS. 6.3.1 Summary

6.3.2 Terms Defined

MAIN CONCEPTS

6.3.3 Moving House

6.3.4 Introducing New Partners

6.3.5 Melding Pet Families

6.3.6 Babies and Children

6.3.6.1 Mobile Baby

6.3.6.2 Children

6.3.7 Co‐parenting

6.3.8 Leaving/Death/Family Breakdown

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 6.3.9 Cautions

References

Recommended Reading

6.4 Creating a Pet‐Specific User's Manual

BASICS. 6.4.1 Summary

MAIN CONCEPTS. 6.4.2 What is a User's Manual for Pets?

6.4.3 Getting Started

6.4.4 Putting Together the User's Manual

6.4.4.1 Frequently Asked Questions

6.4.4.2 Oh My Gosh

6.4.5 Real Benefit

EXAMPLES

Table of Contents

6.4.5.1 Puppy to Nine Months User’s Manual Action Items

6.4.5.2 Sample Information Sheet

● Discussions:

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

6.5 Opportunities and Challenges of Providing Services for Low‐Income Clients

BASICS. 6.5.1 Summary

6.5.2 Terms Defined

MAIN CONCEPTS

TAKE‐AWAYS

MISCELLANEOUS. 6.5.3 Cautions

Recommended Reading

6.6 Fear Free® Concepts

BASICS

6.6.1 Terms Defined

MAIN CONCEPTS

6.6.2 Getting Started with Fear Free Visits

6.6.3 The Pet's Perspective

6.6.4 Fear Free Takes a Team

6.6.5 Examining the Exam

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Reference

Recommended Reading

6.7 Cooperative Care

BASICS. 6.7.1 Summary

6.7.2 Terms Defined

MAIN CONCEPTS

6.7.3 Foundation Skills for New Learners

6.7.4 Teaching Consent

6.7.5 Teaching Targets

6.7.6 Responding to Cue

6.7.7 Training Process

6.7.8 Husbandry Behavior

6.7.9 What to Do with Wrong Choices

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 6.7.10 Cautions

References

Recommended Reading

6.8 Managing Routine Procedures to Minimize Problems

BASICS. 6.8.1 Summary

6.8.2 Terms Defined

MAIN CONCEPTS

6.8.2.1 The Clinical Examination

6.8.2.2 The Vaccination

6.8.2.3 Ear Examination

6.8.2.4 Blood Collection

6.8.2.5 Catheter Placement

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 6.8.2.6 Cautions

References

Recommended Reading

6.9 Preventing Behavior Problems

BASICS. 6.9.1 Summary

6.9.2 Terms Defined

MAIN CONCEPTS

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

6.10 Behavior Problems – Advice

BASICS. 6.10.1 Summary

6.10.2 Terms Defined

MAIN CONCEPTS

6.10.3 Normal Behavior

6.10.4 Mental Illness

6.10.5 Recognition of Mental Illnesses May Be Hampered by Several Factors

6.10.6 Safe Advice

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 6.10.7 Cautions

Reference

Recommended Reading

6.11 Treating Animals with Behavior Problems

BASICS. 6.11.1 Summary

6.11.2 Terms Defined

MAIN CONCEPTS

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

6.12 New Puppy/Kitten Considerations

BASICS. 6.12.1 Summary

MAIN CONCEPTS. 6.12.2 Tailoring Care to the Individual

6.12.3 Breed‐Specific Considerations

6.12.4 Behavior Considerations

6.12.5 Dietary Considerations

6.12.6 Reproductive Health

6.12.7 Dental Prophylaxis

6.12.8 Parasite Control

6.12.9 Vaccine Considerations

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 6.12.10 Cautions

References

Recommended Reading

6.13 Delivering Feline‐Friendly Care

BASICS. 6.13.1 Summary

6.13.2 Terms Defined

MAIN CONCEPTS. 6.13.3 The Ecology of the Cat

6.13.3.1 The Keys to Cat Health – Physical, Mental, and Social Health

6.13.3.2 Feeding

6.13.3.3 Parasite Control

6.13.3.4 Clean Toilet

6.13.4 Transport – The Biggest Barrier to Feline Healthcare?

6.13.5 Mental and Social Health – Starts Young and Is Critical for Future Behavior and Adaptability

6.13.5.1 Sampling Methods in a Feline‐Friendly Fashion

EXAMPLES. 6.13.6 Fractious Cats

TAKE‐AWAYS

MISCELLANEOUS. 6.13.7 Cautions

Reference

6.14 Pain Prevention, Management, and Conditioning

BASICS. 6.14.1 Summary

6.14.2 Terms Defined

MAIN CONCEPTS. 6.14.3 Introduction

6.14.4 Pain Prevention Strategy #1: Keep Them Lean

6.14.5 Pain Prevention Strategy #2: Keep Them Active

6.14.6 Pain Prevention Strategy #3: Keep Them Strong

6.14.7 Once Pain Is Present

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 6.14.8 Cautions

Abbreviations

Recommended Reading

6.15 Approaching Obesity on a Pet‐Specific Basis

BASICS. 6.15.1 Summary

6.15.2 Terms Defined

MAIN CONCEPTS

6.15.3 Health Effects of Obesity

6.15.4 Challenges to the Diagnosis and Treatment of Obesity

6.15.5 Recognition of Overweight and Obesity

6.15.6 Patient‐First Language

6.15.7 Narrative Nutritional History

6.15.8 Treating Obesity and Excess Body Fat

6.15.9 Physical Activity

EXAMPLES

6.15.10 Conversation Invitation

6.15.11 Pivot and Acquiring Trust

6.15.12 Active Listening

6.15.13 Elaboration

TAKE‐AWAYS

MISCELLANEOUS. References

6.16 Assessing Blood Pressure as an Early Indicator of Disease

BASICS. 6.16.1 Summary

6.16.2 Terms Defined

MAIN CONCEPTS. 6.16.3 Measuring BP in the Dog and Cat

6.16.4 Normal BP in the Dog and Cat

6.16.5 Causes of Secondary Hypertension in the Dog and Cat

6.16.6 Adverse Effects of Persistent Systemic Hypertension

6.16.7 Screening for Systemic Hypertension

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 6.16.8 Cautions

Abbreviation

References

Recommended Reading

6.17 Senior Care

BASICS. 6.17.1 Summary

6.17.2 Terms Defined

MAIN CONCEPTS

6.17.3 Nutrition and Body Condition

6.17.4 Pain in Senior Pets

6.17.5 Senior Behavioral Issues

6.17.6 Senior Dental Care

6.17.7 Senior Care Program

6.17.8 Pet Owner Advocates

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Abbreviations

References

Recommended Reading

6.18 Aging Gracefully

BASICS. 6.18.1 Summary

6.18.2 Terms Defined

MAIN CONCEPTS

6.18.3 Aging

6.18.4 Helping Pets Age Gracefully

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. References

Recommended Reading

6.19 Problem Aging

BASICS. 6.19.1 Summary

6.19.2 Terms Defined

MAIN CONCEPTS

6.19.3 Causes

6.19.4 Presentation and Diagnosis

6.19.5 Treatment

6.19.5.1 Environmental Enrichment

6.19.5.2 Diets

6.19.5.3 Medications

6.19.5.4 Medications to Avoid

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. References

Recommended Reading

6.20 Quality of Life and End of Life Issues

BASICS. 6.20.1 Summary

6.20.2 Terms Defined

MAIN CONCEPTS. 6.20.3 Why Do Caregivers Need to Understand Quality of Life?

6.20.4 What is Quality of Life?

6.20.5 Quality of Death

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

7.1 Creating a Client‐Centered Hospital

BASICS. 7.1.1 Summary

7.1.2 Terms Defined

MAIN CONCEPTS. 7.1.3 The Value of Being a Client‐Centered Hospital

7.1.4 Creating a Client‐Centered Culture

7.1.5 Focus on Enhancing Client Engagement

7.1.6 Team Approach to Care

7.1.7 Implement Client‐Focused Systems and Standards

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

7.2 Managing the Pet‐Specific Workplace

BASICS. 7.2.1 Summary

7.2.2 Terms Defined

MAIN CONCEPTS. 7.2.3 Attitudinal Differences

7.2.4 Business Model Differences

7.2.5 Pet‐Specific Considerations

7.2.6 Generational Differences

7.2.7 Gender Differences

7.2.8 Open‐Book Management

7.2.9 Change Management

7.2.10 Work–Life Balance

7.2.11 Regulatory Compliance

TAKE‐AWAYS

MISCELLANEOUS. 7.2.12 Cautions

References

Recommended Reading

7.3 Leading the Change Towards Pet‐Specific Care

BASICS. 7.3.1 Summary

MAIN CONCEPTS

7.3.2 Insight

7.3.3 Involvement

7.3.4 Focus

7.3.5 Practice

7.3.6 Environment

EXAMPLES

TAKE‐AWAYS

7.4 Getting Informed Consent

BASICS. 7.4.1 Summary

MAIN CONCEPTS. 7.4.2 “Informed Consent” Versus “Owner's Consent”

7.4.3 “Consent” Comes in Different Forms – Direct, Implied, Verbal or Written

7.4.4 All “Consents” are Not the Same

7.4.5 What is Required for “Informed Consent”?

7.4.6 Not all Consents are Legally Enforceable

TAKE‐AWAYS

MISCELLANEOUS. 7.4.7 Cautions – Do Statutory Requirements Open Doors to Public Lawsuits?

7.4.8 Disclaimer

Recommended Reading

7.5 Connecting with Clients Through Social Media

BASICS. 7.5.1 Summary

7.5.2 Terms Defined

MAIN CONCEPTS. 7.5.2.1 The Need

7.5.3 Platforms. 7.5.3.1 Facebook

7.5.3.2 Instagram

7.5.3.3 Other Platforms

7.5.4 Strategies to Connect. 7.5.4.1 Providing Valuable Content

7.5.4.2 Video

7.5.4.2.1 Example Video Prompts

7.5.4.3 Targeted Advertising

7.5.4.4 Messaging

7.5.4.4.1 Facebook Messenger

7.5.4.4.2 Instagram Direct

7.5.4.5 Social Media Reviews

7.5.4.6 Call‐to‐Action Buttons

7.5.4.7 Online Scheduling

7.5.5 Strategies to Connect with More Clients

TAKE‐AWAYS

MISCELLANEOUS. 7.5.6 Cautions

Abbreviations

References

Recommended Reading

7.6 Privacy and Confidentiality

BASICS. 7.6.1 Summary

MAIN CONCEPTS. 7.6.2 Balancing Interests

7.6.3 Privacy, Confidentiality, and the Law

7.6.3.1 Individuals' Right to Privacy and Confidentiality

TAKE‐AWAYS

MISCELLANEOUS. 7.6.4 Cautions

Recommended Reading

7.7 Puppy and Kitten Classes

BASICS. 7.7.1 Summary

7.7.2 Terms Defined

MAIN CONCEPTS

7.7.3 Resources Needed

7.7.4 Structure. 7.7.4.1 Puppy Classes

7.7.4.2 Kitten Classes

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 7.7.5 Cautions

References

7.8 Providing Care for Those Unable or Unwilling to Pay

BASICS. 7.8.1 Summary

7.8.2 Terms Defined

MAIN CONCEPTS. 7.8.3 Prioritizing Patient Care

7.8.4 The Cost of Care

7.8.5 Options for Financing Care

7.8.6 The Role of Communication

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 7.8.7 Cautions

References

Recommended Reading

7.9 Using Practice Management Software to Personalize Care

BASICS. 7.9.1 Summary

7.9.2 Terms Defined

MAIN CONCEPTS. 7.9.3 Planning

7.9.4 Encoding and Integrating Data

7.9.5 Sharing Results

TAKE‐AWAYS

MISCELLANEOUS. 7.9.6 Cautions

7.10 Analytics and Informatics

BASICS. 7.10.1 Summary

7.10.2 Terms Defined

MAIN CONCEPTS. 7.10.3 The Difference Between Analytics and Informatics

7.10.4 The Opportunity: Analytics and Informatics for Pet‐Specific Care

7.10.5 Interoperability

7.10.6 Privacy, Security, and Ethics

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 7.10.7 Cautions

Recommended Reading

7.11 Client Safety

BASICS. 7.11.1 Summary

7.11.2 Terms Defined

MAIN CONCEPTS. 7.11.3 The Veterinary Hospital

7.11.4 Emergency Situations

7.11.5 Medications

7.11.6 Zoonotic Diseases

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Reference

7.12 Patient Safety

BASICS. 7.12.1 Summary

7.12.2 Terms Defined

MAIN CONCEPTS

7.12.3 Creating a Patient Safety Culture

7.12.4 The Multidisciplinary Team

7.12.5 Support, Report, and Learn

7.12.6 Patient Safety Investigations

7.12.7 Embracing Client Complaints

7.12.8 Speaking Out

7.12.9 Near‐Misses

7.12.10 Shared Learning

7.12.11 Pet‐Specific Care

7.12.12 Think Big

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

7.13 Keeping Client Information Secure

BASICS. 7.13.1 Summary

7.13.2 Terms Defined

MAIN CONCEPTS. 7.13.3 Defining “Confidential” Information

7.13.4 The Importance of Keeping Information Secure

7.13.5 How Data Breaches Can Occur

7.13.5.1 Best Practices

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 7.13.6 Cautions

7.14 Premise Disinfection

BASICS. 7.14.1 Summary

7.14.2 Terms Defined

MAIN CONCEPTS

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 7.14.3 Cautions

References

Recommended Reading

8.1 Delivering Pet‐Specific Care as a Team

BASICS. 8.1.1 Summary

8.1.2 Terms Defined

MAIN CONCEPTS. 8.1.3 Get the Team on the Same Page

8.1.4 Schedule for Success

8.1.5 Focus on the Care Plan

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

8.2 Developing Staff Competencies

BASICS. 8.2.1 Summary

8.2.2 Terms Defined

MAIN CONCEPTS

8.2.3 Pet‐Specific Opportunities

8.2.4 Goal Setting

8.2.5 Performance Management

8.2.6 Core Competencies

8.2.7 Individual Development Plans (IDP)

8.2.8 70/20/10

8.2.9 Career Ladders

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 8.2.10 Cautions

References

Recommended Reading

8.3 The Importance of Accountability in Pet‐Specific Care

BASICS. 8.3.1 Summary

8.3.2 Terms Defined

MAIN CONCEPTS

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 8.3.3 Cautions

References

Recommended Reading

8.4 Alignment – The Key to Implementing Pet‐Specific Care

BASICS. 8.4.1 Summary

8.4.2 Terms Defined

MAIN CONCEPTS

8.4.3 Strategic Planning

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

8.5 How Important Is Emotional Intelligence?

BASICS. 8.5.1 Summary

8.5.2 Terms Defined

MAIN CONCEPTS. 8.5.3 Models

8.5.4 Concerns

8.5.5 Recommendations for Veterinary Practices

8.5.6 360° Feedback

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 8.5.7 Cautions

References

Recommended Reading

8.6 Nursing Leadership

BASICS. 8.6.1 Summary

8.6.2 Terms Defined

MAIN CONCEPTS

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

8.7 Nursing Care Plans

BASICS. 8.7.1 Summary

8.7.2 Terms Defined

MAIN CONCEPTS

8.7.3 Assessment

8.7.4 Planning

8.7.5 Implementation

8.7.6 Evaluation

8.7.7 Continuity of Care

8.7.8 Nursing Education

8.7.9 Clinical Governance

8.7.10 How to Write a Nursing Care Plan

8.7.10.1 Design

8.7.10.2 Language

8.7.10.3 Practicalities

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Reference

Recommended Reading

8.8 Care Bundles

BASICS. 8.8.1 Summary

8.8.2 Terms Defined

MAIN CONCEPTS

8.8.3 Reduction of the Gap between Theory and Practice

8.8.4 Teamwork

8.8.5 Patient Safety

8.8.6 Measuring Patient Care

8.8.7 Education

8.8.8 Writing Care Bundles

8.8.9 Implementation of a Care Bundle

8.8.10 Keeping it Pet Specific

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Reference

Recommended Reading

8.9 Procedure Manuals

BASICS. 8.9.1 Summary

8.9.2 Terms Defined

MAIN CONCEPTS. 8.9.3 Developing A Manual

EXAMPLES

CAUTIONS

TAKE‐AWAYS

MISCELLANEOUS

Recommended Reading

8.10 Patient and Procedure Logs

BASICS. 8.10.1 Summary

8.10.2 Terms Defined

MAIN CONCEPTS. 8.10.3 Creating a Log

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 8.10.4 Cautions

Recommended Reading

8.11 Dental Charting

BASICS. 8.11.1 Summary

8.11.2 Terms Defined

MAIN CONCEPTS

TAKE‐AWAYS

MISCELLANEOUS. 8.11.3 Cautions

Recommended Reading

8.12 Preventing Animal‐Related Injuries

BASICS. 8.12.1 Summary

8.12.2 Terms Defined

MAIN CONCEPTS. 8.12.3 Prevent Injuries by Maintaining a Safe Working Environment

8.12.4 Preventing Injuries to Employees

8.12.5 Owner's/Possessor's Responsibilities

8.12.6 Preventing Injuries to Client

8.12.7 Educate Clients and Employees about the Potential Spread of Zoonotic Diseases

8.12.8 Conclusion

TAKE‐AWAYS

MISCELLANEOUS. 8.12.9 Cautions

Recommended Reading

8.13 Hospice and Palliative Care

BASICS. 8.13.1 Summary

8.13.2 Terms Defined

MAIN CONCEPTS

8.13.3 When is Hospice the Right Choice?

8.13.4 The Five Steps to a Hospice Plan

8.13.5 The Interdisciplinary Team (IDT)

8.13.6 Is Hospice Instead of Euthanasia?

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

8.14 Appropriate Handling of Medical Errors

BASICS. 8.14.1 Summary

8.14.2 Terms Defined

MAIN CONCEPTS. 8.14.3 Incidence of Medical Errors in Veterinary Practice

8.14.4 Causes of Medical Error in Veterinary Practice

8.14.5 Appropriate Handling of Medical Errors

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 8.14.6 Cautions

References

Recommended Reading

8.15 Delivering Information to Clients

BASICS. 8.15.1 Summary

8.15.2 Terms Defined

MAIN CONCEPTS. 8.15.3 General Communication

8.15.4 Gaining Compliance

8.15.5 Breaking Bad News

8.15.6 Technology and Communication

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. References

8.16 Dealing with Compassion Fatigue and Burnout

BASICS. 8.16.1 Summary

8.16.2 Terms Defined

MAIN CONCEPTS

8.16.3 Compassion Fatigue

8.16.4 Burnout

8.16.5 Solutions

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 8.16.6 Cautions

References

Recommended Reading

8.17 Dealing with Compromise Fatigue

BASICS. 8.17.1 Summary

8.17.2 Terms Defined

MAIN CONCEPTS. 8.17.3 Recognition

8.17.4 Dealing with Compromise Fatigue

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 8.17.5 Cautions

References

Recommended Reading

8.18 Team Strategies for Atopic Dermatitis

BASICS. 8.18.1 Summary

8.18.2 Terms Defined

MAIN CONCEPTS. 8.18.3 It's Complicated

8.18.4 Getting Specific

8.18.5 Can We Prevent Allergic Manifestations?

8.18.6 Using Early Detection Effectively

8.18.7 Managing the Allergic Pet

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

8.19 Team Strategies for Periodontal Disease

BASICS. 8.19.1 Summary

8.19.2 Terms Defined

MAIN CONCEPTS

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 8.19.3 Cautions

References

Recommended Reading

8.20 Team Strategies for Osteoarthritis

BASICS. 8.20.1 Summary

8.20.2 Terms Defined

MAIN CONCEPTS. 8.20.3 The Problem

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 8.20.4 Cautions

References

Recommended Reading

8.21 Team Strategies for Pain Management

BASICS. 8.21.1 Summary

MAIN CONCEPTS

8.21.2 Educating the Entire Veterinary Team

American Veterinary Medical Association Statement on Pain in Animals

8.21.3 Role of the Receptionist/Front Office Staff

8.21.4 Role of the Veterinary Nurse/Technician

8.21.5 Role of the Veterinarians

8.21.5.1 Knowledge

8.21.5.2 Leadership and Development

8.21.6 Role of the Pet Owner

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS

References

Recommended Reading

8.22 Team Strategies for Feline Retroviral Diseases

BASICS. 8.22.1 Summary

8.22.2 Terms Defined

MAIN CONCEPTS. 8.22.3 The Pathogenesis of Feline Leukemia Virus

8.22.4 Feline Leukemia Virus Outcomes: It's Complicated!

8.22.5 The Pathogenesis of Feline Immunodeficiency Virus

8.22.6 The Seroprevalence of FeLV and FIV

8.22.7 The “So What?” Factor

8.22.8 Prevention Requires Dialogue with the Client

8.22.9 Prevention Requires Discussion About Risk Factors

8.22.10 Prevention Requires Early Detection

8.22.11 Confirmatory Testing for FeLV and FIV

8.22.12 Prevention Against FeLV Requires Vaccination

8.22.13 What About Vaccinating Against FIV?

8.22.14 Prevention Requires Environmental Management at Home

8.22.15 Prevention Requires Environmental Management at the Clinic

8.22.16 Prevention Requires Hospital Protocols for Blood Transfusions

TAKE‐AWAYS

MISCELLANEOUS. References

8.23 Team Strategies for Recurrent Pyoderma

BASICS. 8.23.1 Summary

8.23.2 Terms Defined

MAIN CONCEPTS. 8.23.3 It's Not Just About Bacteria

8.23.4 Approach to Pyodermas

8.23.5 Getting Specific

8.23.6 Using Early Detection Effectively

8.23.7 Managing the Pet with Recurrent Pyoderma

8.23.8 The Issue of Resistance

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

8.24 Team Strategies for Otitis Externa

BASICS. 8.24.1 Summary

8.24.2 Terms Defined

MAIN CONCEPTS

8.24.3 Understanding the Anatomy and Physiology of the Ear

8.24.4 It's Not Just About Microbes

8.24.5 Getting Specific

8.24.6 Using Early Detection Effectively

8.24.7 Managing the Pet with Otitis Externa

8.24.8 The Issue of Resistance

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

8.25 Team Strategies for Weight Management

BASICS. 8.25.1 Summary

8.25.2 Terms Defined

MAIN CONCEPTS

8.25.3 Causes of Obesity

8.25.4 Health Risks Associated with Obesity

8.25.5 The Team Approach to Evaluating Weight and Nutrition

8.25.6 Weight Management Program

TAKE‐AWAYS

MISCELLANEOUS. References

Recommended Reading

8.26 Team Strategies for Glaucoma

BASICS. 8.26.1 Summary

8.26.2 Terms Defined

MAIN CONCEPTS

8.26.3 Feline Patients

8.26.4 Treatments

8.26.5 Vision‐Sparing Procedures

8.26.6 Comfort‐Restoring Procedures

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 8.26.7 Cautions

Recommended Reading

8.27 Team Strategies for Diabetes Mellitus

BASICS. 8.27.1 Summary

8.27.2 Terms Defined

MAIN CONCEPTS. 8.27.3 The Classic Picture of Diabetes Mellitus in Clinical Practice

8.27.4 What Does an Unmanaged Diabetic Patient Look Like?

8.27.5 Risk Factors for Diabetes Mellitus

8.27.6 Client Considerations: Making the Diagnosis

8.27.7 Client Considerations: Avoid Assumptions

8.27.8 Client Considerations: Addressing Management Options

8.27.9 Getting on the Same Page Concerning Management

8.27.9.1 Diet

8.27.9.2 Blood Glucose

8.27.10 Client Education

8.27.11 What is a Realistic Goal of Treatment?

TAKE‐AWAYS

MISCELLANEOUS. 8.27.12 Cautions

References

Recommended Reading

8.28 Team Strategies for Cancer

BASICS. 8.28.1 Summary

8.28.2 Terms Defined

MAIN CONCEPTS. 8.28.3 The Problem

8.28.4 The Solution

8.28.5 Building an MDT

8.28.6 Additional Benefits

8.28.7 Barriers to an MDT

8.28.8 The Future

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 8.28.9 Cautions

Recommended Reading

9.1 Medical Records

BASICS. 9.1.1 Summary

9.1.2 Terms Defined

9.1.3 What to Include in the Medical Record

9.1.4 What Not to Include in the Medical Record

9.1.5 Confidentiality of Veterinary Medical Records

9.1.6 Format of Veterinary Medical Records

EXAMPLES. 9.1.7 Example of SOAP Formatted Veterinary Medical Record

TAKE‐AWAYS

MISCELLANEOUS. Abbreviation

Recommended Reading

9.2 Asking Good Questions

BASICS. 9.2.1 Summary

9.2.2 Terms Defined

MAIN CONCEPTS. 9.2.3 The Power of Asking Questions

9.2.4 Questions to Increase Client Engagement

9.2.5 Questions to Enhance Client Education

9.2.6 Questions to Discover Underlying Feelings and Motivations

9.2.7 Questions to Help Pet Owners Make Decisions

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

9.3 Guidelines

BASICS. 9.3.1 Summary

9.3.2 Terms Defined

MAIN CONCEPTS

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

9.4 Standards of Care

BASICS. 9.4.1 Summary

9.4.2 Terms Defined

MAIN CONCEPTS. 9.4.3 Standards of Care (Protocols)

TAKE‐AWAYS

MISCELLANEOUS. 9.4.4 Cautions

Recommended Reading

9.5 A Different Perspective on Standard of Care

BASICS. 9.5.1 Summary

9.5.2 Terms Defined

MAIN CONCEPTS

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Abbreviation

References

Recommended Reading

9.6 Care Pathways

BASICS. 9.6.1 Summary

9.6.2 Terms Defined

MAIN CONCEPTS

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 9.6.3 Cautions

Abbreviation

Recommended Reading

9.7 Continuum of Care and Convergence Schedules

BASICS. 9.7.1 Summary

9.7.2 Terms Defined

MAIN CONCEPTS. 9.7.3 Continuum of Care

9.7.4 Convergence Schedules

TAKE‐AWAYS

MISCELLANEOUS. 9.7.5 Cautions

Abbreviations

Recommended Reading

9.8 Ensuring Consistency of Care

BASICS. 9.8.1 Summary

9.8.2 Terms Defined

MAIN CONCEPTS

9.8.3 Review or Create a Mission Statement, Core Values, and Vision for the Clinic

9.8.4 Establish Standards of Care and Care Pathways

9.8.5 Messaging

9.8.6 Care Pathways

9.8.7 Service Standards

9.8.8 Training

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

9.9 Continuity of Care

BASICS. 9.9.1 Summary

9.9.2 Terms Defined

MAIN CONCEPTS

9.9.3 Process

TAKE‐AWAYS

MISCELLANEOUS

9.9.4 Cautions

Recommended Reading

9.10 Dispensing and Prescribing

BASICS. 9.10.1 Summary

9.10.2 Terms Defined

MAIN CONCEPTS

9.10.3 The Pharmacy as Profit Center

9.10.4 Pricing

9.10.5 Managing Inventory Costs

9.10.6 Partnering with an Online Pharmacy

9.10.7 Hospital Team Considerations

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

9.11 Vaccination

BASICS. 9.11.1 Summary

9.11.2 Terms Defined

MAIN CONCEPTS

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. References

Recommended Reading

9.12 Judicious Use of Antimicrobials

BASICS. 9.12.1 Summary

9.12.2 Terms Defined

MAIN CONCEPTS. 9.12.3 Considerations Before Starting Antimicrobial Therapy. 9.12.3.1 Does the Diagnosis Warrant Antimicrobial Therapy?

9.12.3.2 What Pathogens Are Likely to Be Involved?

9.12.3.3 What is the In Vitro Antimicrobial Susceptibility of the Pathogen?

9.12.3.4 In What Part of the Body or Tissue is the Infection Located? Will the Antimicrobial Reach the Site of Infection in Effective Concentrations?

9.12.3.5 Will the Antimicrobial Be Effective in the Local Environment of the Pathogen?

9.12.3.6 What Adverse Drug Reaction or Toxicities May Occur? Do the Benefits of Treatment Outweigh the Risks?

9.12.3.7 What Drug Formulation and Dosage Regimen will Maintain the Appropriate Antimicrobial Concentrations for the Proper Duration of Time?

9.12.4 Antimicrobial Dosage Design

9.12.4.1 Concentration‐Dependent Antimicrobials

9.12.4.2 Time‐Dependent Antimicrobials

9.12.5 Concurrent Use of Additional Antimicrobials

9.12.6 Prophylactic Antimicrobial Therapy

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

9.13 Preanesthetic Considerations

BASICS. 9.13.1 Summary

MAIN CONCEPTS

9.13.2 Preanesthetic Patient Preparation at Home

9.13.2.1 Preanesthetic Patient Preparation in the Hospital

9.13.3 Preanesthetic Preparation of Equipment

9.13.3.1 Preanesthetic Selection of All Anesthetic Drugs and Calculation of Dosages

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. References

Recommended Reading

9.14 New Treatment Modalities

BASICS. 9.14.1 Summary

9.14.2 Terms Defined

MAIN CONCEPTS. 9.14.3 Biopharmaceuticals

9.14.4 Biosimilars

9.14.5 Biological Response Modifiers

9.14.6 Immunotherapies

9.14.7 Checkpoint Inhibitors

9.14.8 Stem Cell Therapies

9.14.9 Gene Therapies

9.14.10 Gene Silencers (RNA Interference)

9.14.11 Genomic Selection of Therapies

9.14.12 Helminthic Therapies

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

9.15 Nutritional Counseling

BASICS. 9.15.1 Summary

9.15.2 Terms Defined

MAIN CONCEPTS

9.15.3 Nutritional Evaluation

9.15.3.1 Nutritional Calculations

9.15.3.2 Body Condition Scoring

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. References

Recommended Reading

9.16 The Role of Nutritional Supplements in Pet‐Specific Care

BASICS. 9.16.1 Summary

9.16.2 Terms Defined

MAIN CONCEPTS

9.16.3 Functional Foods and Supplements

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 9.16.4 Cautions

References

9.17 Improving Compliance and Adherence with Pet‐Specific Care

BASICS. 9.17.1 Summary

9.17.2 Terms Defined

MAIN CONCEPTS

9.17.3 Standards of Care

9.17.4 Staff Training

9.17.5 Client Education and Engagement Strategies

9.17.6 Data Mining

EXAMPLES

9.17.6.1 Intestinal Parasite Screening

TAKE‐AWAYS

MISCELLANEOUS. 9.17.7 Cautions

References

Recommended Reading

10.1 Strategies for Success with Pet-Specific Care

BASICS. 10.1.1 Summary

10.1.2 Terms Defined

MAIN CONCEPTS. 10.1.2.1 Client Education is Crucial

10.1.2.1.1 Strategies and Tools to Educate Clients on PSC

10.1.2.2 Make it Easier for your Clients to Say “Yes”

10.1.2.2.1 Strategies to Help Clients Say “Yes”

10.1.2.3 Gather as Much Data as Possible (and as Early as Possible)

10.1.2.3.1 Strategies and Tools to Gather More and Better Data

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

10.2 The Importance of Practice Differentiation

BASICS. 10.2.1 Summary

10.2.2 Terms Defined

MAIN CONCEPTS. 10.2.3 The Veterinary Marketplace

10.2.4 The Retail World

10.2.5 Pareto Principle

10.2.6 Making Differentiation Work

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 10.2.7 Cautions

Recommended Reading

10.3 Pet‐Specific Outreach

BASICS. 10.3.1 Summary

10.3.2 Terms Defined

MAIN CONCEPTS

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Abbreviation

References

10.4 Client and Patient Segmentation

BASICS. 10.4.1 Summary

10.4.2 Terms Defined

MAIN CONCEPTS

TAKE‐AWAYS

CAUTIONS

MISCELLANEOUS. Recommended Reading

10.5 Early Detection Campaigns

BASICS. 10.5.1 Summary

10.5.2 Terms Defined

MAIN CONCEPTS

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. Recommended Reading

10.6 Target Marketing and Targeted Client Outreach

BASICS. 10.6.1 Summary

10.6.2 Terms Defined

MAIN CONCEPTS

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 10.6.3 Cautions

Recommended Reading

10.7 Breed‐Specific Marketing

BASICS. 10.7.1 Summary

10.7.2 Terms Defined

MAIN CONCEPTS. 10.7.3 Foundation

10.7.4 What is Breed‐Specific Marketing?

10.7.5 Why Breed‐Specific Marketing?

10.7.6 How to Do Breed‐Specific Marketing

10.7.6.1 What, Who, When, How to Perform Breed‐Specific Marketing

10.7.6.2 Action Items

10.7.6.3 External Marketing

10.7.7 Final Thoughts

10.7.8 Future Thoughts

TAKE‐AWAYS

MISCELLANEOUS. 10.7.9 Cautions

Abbreviations

Recommended Reading

10.8 Using Practice Data as a Credibility‐Boosting Tool

BASICS. 10.8.1 Summary

10.8.2 Terms Defined

MAIN CONCEPTS

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. References

Recommended Reading

10.9 Laboratory Considerations

BASICS. 10.9.1 Summary

10.9.2 Terms Defined

MAIN CONCEPTS

10.9.3 Cost

10.9.4 Accuracy

10.9.5 Efficiency

10.9.6 The Argument for Outsourcing

10.9.7 The Argument for In‐House Testing

10.9.8 Best Mix for the Hospital

TAKE‐AWAYS

MISCELLANEOUS. Reference

Recommended Reading

10.10 Making Referrals Work

BASICS. 10.10.1 Summary

10.10.2 Terms Defined

MAIN CONCEPTS

10.10.3 The Process

TAKE‐AWAYS

MISCELLANEOUS. 10.10.4 Cautions

Recommended Reading

10.11 Financial Benefits of Pet‐Specific Care

BASICS. 10.11.1 Summary

10.11.2 Terms Defined

MAIN CONCEPTS

10.11.3 Fewer Pets Receiving Care

10.11.4 Growing Gap Implications

EXAMPLES. 10.11.5 Financial Impacts of Pet Specific Care

TAKE‐AWAYS

MISCELLANEOUS. References

10.12 Dashboards and Key Performance Indicators

BASICS. 10.12.1 Summary

10.12.2 Terms Defined

MAIN CONCEPTS

EXAMPLES. 10.12.3 Financial KPIs. 10.12.3.1 Days Cash on Hand

10.12.3.2 Current Ratio

10.12.3.3 Profit Centers

10.12.3.4 Production Per Veterinarian

10.12.3.5 Average Transaction Charge (ATC) or Revenue Per Patient Visit

10.12.3.6 Number of Transactions

10.12.3.7 New Patients

10.12.3.8 Building Capacity Ratio

10.12.3.9 Equipment Utilization and Payback Time

10.12.4 Medical/Clinical KPIs. 10.12.4.1 Medical Errors

10.12.4.2 Wellness Compliance

10.12.4.3 Medication/Infusion Errors

10.12.4.4 Active Patients Percentage

10.12.4.5 Canine/Feline Comparison

10.12.4.6 Patient Versus Staff Ratio

10.12.4.7 Patients Who Leave Without Being Seen

10.12.4.8 No‐Shows

10.12.4.9 Unfilled Schedule Slots

10.12.4.10 Average Patient Rooms in Use at One Time

10.12.4.11 Patient Wait Time

10.12.4.12 Pet Owner Satisfaction

TAKE‐AWAYS

MISCELLANEOUS. 10.12.5 Cautions

Reference

Recommended Reading

10.13 Approach to Pricing

BASICS. 10.13.1 Summary

10.13.2 Terms Defined

MAIN CONCEPTS

10.13.3 Mark‐Up

10.13.4 Margin

10.13.5 Value Pricing

TAKE‐AWAYS

MISCELLANEOUS. References

Recommended Reading

10.14 Providing Cost‐Effective Care for Those in Need

BASICS. 10.14.1 Summary

10.14.2 Terms Defined

MAIN CONCEPTS. 10.14.3 The Problem

10.14.4 The Solution

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. References

Recommended Reading

10.15 Putting Price into Perspective

BASICS. 10.15.1 Summary

10.15.2 Terms Defined

MAIN CONCEPTS. 10.15.3 Allowing Clients to Make Informed Choices

10.15.4 Payment at Time of Service

10.15.5 Delivering Value

10.15.6 Including Pet Owners in the Healthcare Team

10.15.7 Milestones for Payment

10.15.8 Accommodate Clients' Financial Needs

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 10.15.9 Cautions

Recommended Reading

10.16 Pet Health Insurance

BASICS. 10.16.1 Summary

10.16.2 Terms Defined

MAIN CONCEPTS. 10.16.3 Why Should We Make Clients Aware of Pet Health Insurance?

10.16.4 What is Pet Health Insurance?

10.16.5 What Gets Reimbursed?

10.16.6 Integrating Insurance Into Practice Standards

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS

10.16.7 Cautions

References

Recommended Reading

10.17 Payment and Wellness Plans

BASICS. 10.17.1 Summary

10.17.2 Terms Defined

MAIN CONCEPTS. 10.17.3 Premise

10.17.4 Implementation

10.17.5 Administration

EXAMPLES

TAKE‐AWAYS

MISCELLANEOUS. 10.17.6 Cautions

Abbreviation

References

Recommended Reading

10.18 Financing Veterinary Care

BASICS. 10.18.1 Summary

10.18.2 Terms Defined

MAIN CONCEPTS. 10.18.3 Risk Management

10.18.4 Options Available

10.18.4.1 Third‐Party Financing

10.18.4.1.1 Veterinary‐Specific Credit Cards

10.18.4.1.2 Loans and Payment Plans

10.18.4.2 Other Veterinary Assistance Programs

TAKE‐AWAYS

MISCELLANEOUS. 10.18.5 Cautions

Recommended Reading

11.1 Finding More Information on Pet‐Specific Care Topics

Additional Book Resources

Website Resources

Pet Information and Images

11.2 Abbreviations

11.3 Heritable Health Conditions – By Disease

Recommended Reading

11.4 Heritable Health Conditions by Breed

Recommended Reading

11.5 Life Planning by Breed

Recommended Reading

11.6 Glossary

Index. a

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Pet‐Specific Care for the Veterinary Team

.....

Patricia Khuly, VMD, MBA Independent veterinary journalist and owner, Sunset Animal Clinic, Miami, FL, USA khulyp@bellsouth.net

Jacqui Ley, BVSc (Hons), PhD, DECAWBM, FANZCVS (Veterinary Behaviour) Registered Specialist in Veterinary Behaviour, Melbourne Veterinary Specialist Centre, Glen Waverley, Victoria, Australia behaviour@melbvet.com.au

.....

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