Archive for October, 2009

To Friends, Employees and Associates,

If you have not read the blog dated October 22, 2009, you need to do so and reflect on what this note says about this Company that I have the honor to lead.  The sense of family, the sense of being able to take control and make decisions at the practice level is the basis of the Pet Partners operating model and the individuality of our affiliate practices was never more evident than it was in the note posted from Smoky Hill Veterinary Clinic in Aurora, CO.  The leadership of that practice had the right, the ability and the power to make a decision on an issue without concern.  They knew they were in control and not being overseen by some corporate structure of binding rules.  They were able to apply their passion for pets and people with an understanding of the disciplines of business.  I am so proud of this team!  And there are more stories from other practices that continue to reflect the autonomy of our practices while knowing they have the support of a very professional group at all levels. 

The learning process that a practice undergoes in regard to business once they partner with us is fun to watch.  Each of our practices are at different stages of business development but it is safe to say that all of our practices realize that the practice of veterinary medicine is a lot more fun when it is supported by great business principles.  In a call with one of our top Medical Directors with a lifetime passion for the practice of medicine I was told that he has learned more about business in the almost three years we have been together than he did in his previous 30 years in the profession.  He stated that in the first year he did not approve of some of the things we thought would better his practice of medicine and make his practice more efficient and therefore a better place for his clients.  He said that as he now reflects back he now realizes that those changes were necessary and that he is practicing the best medicine of his career and enjoying it more than ever.  In passing he also said that if he knew what he knows now about veterinary business he would have a lot more money to show for it.  We both agreed and laughed.  I too wish I had known earlier in my career about the power of solid business principles.  As my high school football coach said to me and teammates many times, “If youth knew and age could”.  I am still trying to figure out whether this process is called maturing, gaining wisdom or just plain getting older!

Our Regional Managers are in the budgeting process between now and the end of the year,  With the support of Lance Sprinkle in our Operations Support Center, we have now put the budgeting process for each practice in the hands of the Practice Manager, the Medical Director and the Regional Manager for that practice.  By doing this we allow each practice to decide how they believe they will do for the next year.  Lance has created a very special template that allows freedom of design that stimulates a lot of thinking at the practice level.  By taking this approach the practice is allowed to set its own goals and the incentives and bonuses for each practice are based around this. We all call this “taking ownership” and I can tell you when the goals are set from within, the business runs a lot smoother.  This is our second year doing this and it is proving to make a huge difference in how each practice views their own business.  And it makes a big difference in how they pay attention to their business.

It is hard to believe that we are heading into November.  There is so much happening at Pet Partners in the coming weeks.  The development of the Training Program for the front desk centered around great customer/client service is due for approval December 1 and will be reviewed for approval at our Operations Meeting November 11.  This will start its implementation for our Regional Managers in January.  Our Board of Directors has its final meeting of the year on November 12.  Thanksgiving is not far away and then the Christmas Holidays will follow Hanukkah.  We then have a New Year with the NAVC to follow by one week our own Annual Meeting to be held in Baltimore January 6-8.  I will speak more about this special meeting later but for now thanks for stopping by and have a great Thanksgiving.

Regards,
Ted Sprinkle, DVM, Cofounder and CEO Pet Partners, LLC

http://www.tnavc.org/navc-conference/upcoming

Aurora, CO - No pet owner wants to imagine their animal in harm’s way.  Unfortunately, accidents happen and emergency animal hospitals see pets on a daily basis that are in need of urgent care due to incidents such as ingesting a poisonous substance or being hit by a vehicle.

What actions you take when you have an urgent situation can make the difference between life and death for your animal.  Dr. Shannon Morrill, medical director at Smoky Hill Veterinary Clinic, saw a need for extended evening hours to help pet owners dealing with emergencies.  “As a practice, we have many people who come home after work to find an ill pet and because of the time of day, their regular veterinary practice is closed.  We decided to provide our clients with additional evening hours on Tuesdays and Thursdays to better meet their needs.”  She has seen hundreds of emergency cases and knows what dangers lurk in the common household for pets and how critical it is to have your pet seen immediately by a veterinarian when the animal is sick or injured.

“We also recently added a new veterinarian to our practice that has experience with emergency care,” states Dr. Morrill.  “We are very happy to have Dr. Rosalie Jorgensen join our team.”  Dr. Jorgensen has worked in both emergency and primary care settings in the Denver and Chicago areas.  She is licensed to practice veterinary medicine in Colorado, Illinois, and Iowa. Dr. Jorgensen is a member of the American Veterinary Medical Association, Colorado Veterinary Medical Association and Denver Area Veterinary Medical Society. 

Dr. Morrill, would like to remind pet owners to be very careful during the holiday season.  “Chocolate and many other substances in the household can be poisonous to pets.  If you see vomiting, diarrhea, limping, difficulty breathing, panting in a cat, excessive drooling, a bloated abdomen or any other abnormal signs in your pets, please get them to veterinary care as soon as possible.” 

Smoky Hill Veterinary Clinic is located at 15600 Smoky Hill Rd, Aurora, CO and can be reached at 303-693-2020.  Their hours of operation are 8am – 6pm on Monday, Wednesday and Friday, 8 am – 8 pm on Tuesday and Thursday and 8 am -3 pm on Saturday.

Western Springs, IL  - No pet owner wants to imagine their animal in harms way.  Unfortunately, accidents happen and emergency animal hospitals see pets on a daily basis that  are in need of urgent care due to incidents such as ingesting a poisonous substance or being hit by a vehicle.

What you do when you have an emergency can make the difference between life and death for your animal.  Dr. Lisa Murray, medical director at Boone Animal Hospital, feels strongly about educating pet owners to be calm and supportive when disaster strikes.  Dr. Murray is a Diplomate of The American Board of Veterinary Practitioners and has extensive experience in the delivery of emergency medicine and surgery for emergent and critical patients.  She has seen thousands of emergency cases and knows what dangers lurk in the common household for pets.

“If I can prevent one owner and their pet from facing an emergency situation by education, then I feel good about what I do,” states Dr. Murray.  “Simple things like grapes can be poisonous to pets and teaching people about what to do when your pet does have an emergency makes me feel like I am using my training and experience to help people and their pets.  I would like to prevent emergencies from ever happening.”

Dr. Murray recently assumed the position of medical director at Boone Animal Hospital when Dr. Kathleen Fauth retired in September.  Dr. Murray is a native of Lemont and graduated from the Iowa State University College of Veterinary Medicine.  She worked at Mississippi State University College of Veterinary Medicine teaching veterinary students and treating patients in the internal medicine and emergency services.  She worked most recently for several years in a large referral hospital in the Chicago area.

Dr. Murray will be providing free educational seminars to the public on October 24th, 1-3 p.m. at  Boone Animal Hospital, 905 W 55th St.  Western Springs, IL. 
The topics include:
1. Kids & Pets – Keep Them Healthy and Safe Together
2. Poisons In The Home – From Sugar-Free Gum to Grapes, What’s Safe and What’s Not
3. Transportation of Sick and Injured Pets – How to Get Your 1 lb. Kitten or 100 lb. Dog to Emergency Care

The first 50 people to arrive will receive a free pet first aid kit to have on hand in case of an emergency.  Refreshments will be served and the whole family is welcome.

Recently, Dianne Yokum, practice manager of Smoky Hill Veterinary Clinic, shared with us a story that makes the Pet Partners’ team very proud to be who we are and do what we do. We hope it inspires you and encourages you to continue sending us stories about your practice, your clients, and the most memorable pets you’ve encountered.

Steve called our office at 10am and reported that his pit bull was having continual seizures since 5am. He let us know that he was out of work and had no money for his dog’s care. He also informed us that he had called around to several other veterinary clinics and hospitals in the area and no one would treat his dog due to his financial constraints.

Leslie, our receptionist, told me Steve was on the phone and she was not sure what to do. She asked me to talk to him. My first thought was that I would probably tell him the same thing, we do not do bill and so he would have to pay at the time of service.

When I answered the phone and heard his dilemma, I could not help but feel compassion for him. The desperation in his voice made me stop and think, “How can we help Steve?” If I let him come in, would we be treating his pet for free? He just told me he did not have any money. But, I heard something else in his voice: honesty, true love and loyalty for Ashes, his beloved pit-bull. I trusted my gut and asked Steve, “Do you at least have $55 so we can have one of our doctors examine Ashes?” He said yes, and I told him to come on in, knowing we would at least be able to examine Ashes, and I would help him apply for CARE Credit. He said he already had tried a couple of years ago and was denied. I told him we need to get Ashes in now, and we will figure out payment later. I knew I was taking a big risk, but Ashes was having a seizure and falling down the stairs as we were speaking.

I warned Dr. Rosalie Jorgensen we have a seizing dog coming in and an owner with no money. I suggested to Dr. Jorgensen she might want to do minimal care because we may not be getting paid for it.  I told her I would work with him when he arrived to figure out how he could come up with the money.

Steve came in with Ashes. She was in status epilepticus. We rushed Ashes in the back and immediately started giving medications to stop the seizures.

Steve was clearly upset and panicked about his dog. I asked him if he would like to sit down and have some water. I told him that I was glad that he brought Ashes in because she needed medical help immediately.

Steve and I went into a room. I let him know that it could end up costing at least $500 to properly treat Ashes. He said there was no way. He did not have that kind of money. He only had $75 with him.

I said, “Steve, your dog needs treatment. We need to figure out how we are going to pay for treatment.” I told him to try to apply for CARE Credit. The trick was to call everyone he knows and ask if they will co-sign for him, so Ashes could be helped. I let him know that most of our clients who use CARE Credit do need a co-signer. I let him use the phone in our exam room and closed the door so he could have some privacy.

Dr. Jorgensen came in later. She sat down next to Steve, explaining what Ashes was going through and the severity of her condition. She explained what she could do and how much it would cost. Steve said he had $75 dollars and could get $75 more from his sister, who had also been denied for the CARE Credit. Dr. Jorgensen did not judge Steve. She just let him know what she could do with the $150. She explained that future blood work would be required to monitor Ashes’ medication levels, and that Ashes would need to be on life time daily medication.

This is when I saw a turning point in Steve’s eyes. He was now on a crusade to find the money that he needed for Ashes. I could see the trust and appreciation in his eyes for what Dr. Jorgensen did for him. I saw the appreciation in his eye for our staff that was running around dropping everything to treat Ashes. Our staff treated Steve with respect and dignity and was focused on helping his dog.

He then left to find someone to co-sign for him and said he would let us know if he came up with more money for Ashes full treatment.

Steve called a few hours later: His brother-in-law co-signed for him and he was approved for $500. We were given the permission to do blood work and further treatment for Ashes.

Steve came back that evening to find that Ashes had responded well to treatment.

Ashes won, because her seizures were controlled.

Steve won, by being able to get help for his beloved pet.

All of us at Smoky Hill won, because we were able to help a pet in an emergency situation. Our group efforts to provide excellent customer service resulted in a very happy client and a patient who left our clinic wagging her tail.

Seeing the thankful look in Ashes’ eyes was like receiving an award for the most compassionate care.

We appreciate the support of Pet Partners that allows us to keep practicing great medicine and helping patients like Ashes.

Amy Cullen is a veterinary technician and supervisor at Bay Hill Cat Hospital in Orlando, FL. She authored a case study that was published in the September 2009 Veterinary Technicians and Assistants Resource Center (vtarc) Companion, a quarterly publication serving as an educational resource to its subscribers.

Click the link below to see the article. (more…)

Submitted by Dr. Diane Delmain, medical director, Bay Hill Cat Hospital  

Several weeks ago a young domestic short hair was brought into our hospital for boarding, but it was quickly evident that there was something off about this 15 month-old feline. One of our technicians noticed that her breathing was accelerated and asked one of the on-duty doctors to examine her. Closer inspection revealed that the kitten’s heartbeat was normal, with no sign of a cardiac murmur. However there was a slight abdominal push to her respiration that warranted concern. The owner gave permission to take radiographs.
  (more…)

Pet Partners has been mentioned in an article about dog flu.
Some publications include:
Courier-Post: Philadelphia/NJ                         
Louisville Courier-Journal Southern Indiana and Louisville, KY           
Asbury Park Press: New Jersey                        
Deseret News in Salt Lake City, UT                  
Times Union: Albany, NY                                                   
Herald Press: Greenville, TX                             
WMAZ-TV: Macon, GA

Thanks again for stopping by to say hello. We are all back in the groove in this fall of the year. School is back in session at every level. The baseball playoffs are just getting started, college football is on every channel every day and many NFL teams are in mid season form. As I think of this time of the year it reminds me of the teams we have in our affiliated hospitals and the coordination and leadership that is necessary at every location. One also realizes that attitude, morale and spirit play a big part in outcomes and are many times the difference in the results of a tough medical case. As I go from practice to practice for stop by visits I continue to be proud of our teams and moved by their dedication to their profession . The “quarterbacks” that deliver the medicine are soundly supported by the “blocking” and “tackling” of the technicians and the staff at the front desk are still the gatekeepers of the medicine and the business. And probably since we have so many more females than males in our hospitals this football analogy is likely to be coming antiquated. In any event our teams are working well and we are poised for the addition of one more team this year in Florida and then some robust additions in 2010.

Speaking of our teams I want to welcome some new leaders to Pet Partners. Dr. Lisa Murray has just joined the team at Boone Animal Hospital in Western Springs, IL. Lisa has joined us as Medical Director there and has replaced our loved and admired Dr. Kathy Fauth who has gone back to school for nursing (human). Kathy will stay in touch by taking a few shifts but she has turned the reigns of the leadership role over to Dr. Murray and Lisa is off to a great start. Welcome Lisa Murray!

Dr. Rosalie Jorgensen is a seasoned veteran who has joined a great staff at Smoky Hill Veterinary Clinic in Aurora, CO. I just recently had a great conversation with Dr. Jorgensen and what a breath of fresh air she is for Pet Partners and Smoky Hill. Welcome Rosalie!

And the next generation of Pierce’s has joined Pet Partners at the North Ridge Veterinary Hospital in Madison, OH. Dr. John Pierce even sounds like his Dad on the phone and it is sure comforting to me to have him as part of that great staff. I am told his surgical skills are strong and with that desire he could not have a better mentor than his father and one of our great leaders Dr. Robert Pierce. Welcome John Pierce!

With the fall in full swing we have a lot of plans for furthering our teams with a training program for all team members that will be coming to fruition January 2010. This newly created program will allow all of our teammates to better understand their role, the rules of the game and make everything we do more defined and more fun. We have a lot going on but it is all good and best of all – people are still spending money taking care of their pets. That sure makes our business shine in these tough economic times.

Best regards,

Ted Sprinkle, DVM, Cofounder and CEO Pet Partners, LLC