Ted's Blog

The following came to me from practice manager, Bev Atseff, and I want to share it with all of you.  It points to the compassion that our clients have for their pets and the pets of others.  This took place outside Chicago and is interesting to say the least.

In a Veterinary office in the area, a client was overheard saying that she was there to put her dog down because she could not afford the surgery it needed.  Someone in the waiting room, (a Good Samaritan), said that she would donate $ 1500. to this stranger, to have Dr. Hayes perform the necessary surgery.

Enclosed with the check to Boone, was the following note.

“My dog, Yvette, received stem cell therapy in February, 2009, at your hospital.  I just wanted to comment that it has been wonderfully successful and at this time, Yvette — almost 14 years old — is virtually pain free and normally active.  Needless to say, I am very grateful to you for making this procedure available to Yvette”

PS.  The lucky dog had her surgery and will go home today.  It is heart-warming to hear stories of generous people doing wonderful deeds for others.

And then just this week we got the following from a client in a small city in New York:

To the Dr’s, Tech’s & Staff at STVA,

Thank you kindly for your very informative E-Mail.  It certainly can become mind boggling knowing the things that can happen to our furry loved ones.
     Thank you for letting me know what to watch for & become more knowledgeable about these diseases. It is because you care that you send out these E-Mails; it is deeply appreciated!

Thank You for Your Kindness & Caring,
My Love to All!!!!!
RoseMarie Rullo
Bambi, Becca. Honey, Buffy
Benji, Lexi, Casper

This response came from an e mail blast that this practice sent to all clients in regard to what the practice thought they should know in regards to their pet’s health.  There has been more than this one response and it appears that the knowledge base of our clients prospers from this type of information.  And the business of veterinary medicine improves dramatically when our clients have knowledge.  It is with this knowledge that they appreciate us and find value in what we do.  Salutes to both of these teams for taking the steps to improve an understanding of the value of veterinary services.

The summer is passing quickly with the end of August in sight.  The heat and lack of rain in the Northeast has allowed the flea to prosper more than usual.  Flea infestations are prevalent in ways we have not seen since the evolution of the modern flea and tick preventatives.  Flea bite dermatitis, an old and prevalent skin disorder, is likely new to many younger veterinarians.  It seems everything in life comes in cycles.

I also wanted to report that our hamster is doing well and that is likely one of my success stories of the summer.  A few new doctors have joined Pet Partners this summer and I will report on them all the beginning of next month when they are all in place.  Hope everyone is doing well and ready for school to start once again.  Speaking of cycles.

Regards,

Ted A Sprinkle, Jr. DVM
Chief Executive Officer

To Associates, Friends, Colleagues and Staff,

We are headed into the heat of summer in all affiliate practices and all signals are positive for a return to an economy that will continue to support our medicine and our business.  Our new doctors are fitting in well with their new practices and this past week we started our new training program for practice managers.  The entire team at our Operations Support Center in Wilton, NY provided two days of intense training for a handful of managers that enveloped everything from administrative training to hiring and firing, client/customer service and many steps for each manager to have for developing their business.  The thrust of this training is to be sure that the power to run the business of each practice is in the hands of the practice manager and that the practice manager and the medical director are in consistent communication.  The Medical Director is still responsible for the medicine and everything that surrounds it.

This team worked on those indicators that center around people of course.  We talked about many ways to approach our clients and to educate them but in the end analysis this is all about consistent communications.  Communication between doctors and client.  Communications between doctors and staff and especially communication between the practice manager and the entire team.  If we can learn to communicate the value of the medicine with our clients then we will have a most successful business and we will be practicing what we call “A Medicine”.  Most of us are doing this now but we can improve.

As we work on better communication I must share with you all a piece that Dawn Michael, our Regional Manager for the West and Mid-West sent to me about a week ago.  We and every other business that employs special people try to find ways to incentivize good work and good results.  We have learned that though money is important to employees it is not money that motivates them.  In constantly working to understand this phenomena better Dawn sent me the URL below.  Take a few minutes and watch this phenomenal presentation.  You will be smitten by the style and also the content of this wonderful piece.  You can find it at http://blog.ferrogate.com/brilliant-animation-about-work-salary-and-mot.  Let me know what you think!

I also want to send special congratulations to Suzanne Sartwell our very competent Practice Manager at Telegraph Road Animal Hospital in Severn, MD.  Suzanne got married this past Saturday and all of us at Pet Partners wish her the best.  I also want to send best wishes to Bob Pierce, DVM at North Ridge Veterinary Hospital in Madison, OH.  Bob is recuperating from surgery for a detached retina and will hopefully be back with us shortly.  I should also note that North Ridge held a customer appreciation day this past weekend and had over 250 clients and friends attend.  I am told that they will repeat this next June and I have been asked to be a part of the water dunking throw.  I don’t think they mean for me to be the thrower.

And last but not least I want to congratulate my daughter Caitlyn for the fine nursing care she provided her pet hamster who had a conjunctival foreign body that was diagnosed and removed by yours truly.  I have not practiced in more than a few years now and the transition from equine to hamster is a big one for me.  Fortunately the internet research by Caitlyn allowed me to look in the right place.  A purulent and closed eye is now healthy and a family is happy.

Best regards for a Happy July 4th,

Ted A Sprinkle, Jr. DVM
Chief Executive Officer & Father

We learned this week that one of our top customer service representatives at North Ridge Veterinary Hospital in Madison, OH lost her entire home to a fire when she and her husband were away on vacation just this past week.  The entire affiliate group of employees have reached out to Janice Cooper to see what we can do to help her and her husband through this horrible experience.  Fortunately they had great insurance and after a short stay in a local motel they will be moving into a mobile home to be located on their property by the insurance company.  Their home will be rebuilt on the site and it will be during this period that we will all be able to reach out and help with supplies of basics that will help them get back to a semblance of normalcy.  We are thinking of you Janice and are here to help in any way possible.

While we talk about North Ridge I did learn that this hospital is also about the celebrate its 50th anniversary.  Though our Medical Director Dr. Robert Pierce has not been there his entire career he has known the hospital all these years and was the owner that moved the hospital across Ridge Road to its new and impressive facility.  North Ridge is one of our largest hospitals and its longevity in the Madison community is the foundation of top class medicine from Dr. Pierce and his fine staff.  Congratulations Dr. Pierce and we look forward to more local community announcements and celebrations for the hospital this summer and fall.

I also want to pay homage to Cheryl Sackler of the Naugatuck Veterinary Hospital in Naugatuck, CT.  Cheryl fell off one of her horses last Friday and was in intensive care for almost 3 days with a subdural hematoma and a massive headache.  Cheryl is a lifetime horse enthusiast who rides almost every day and as she said this was just a stupid accident.  Aren’t all accidents by nature somewhat stupid?  Cheryl got out of the hospital one day and back to work the next.  I think she should have taken more time off and now I think she is agreeing.  Tenacious doctors are the fiber of the Pet Partners professional staff.  This may have been too tenacious!

We have also had some doctor turnover as of late, all of which was planned and expected.  With one doctor leaving for further studies in specialized cardiology and three others moving on for reasons of either new family additions or spouse relocation we welcome the following.  Dr. Aaron Thivierge is at Cypress Creek Animal Hospital in Lutz, FL.  He replaces Dr. Deb Draper who has relocated with her husband to Atlanta where he has taken a new position with the zoo there.  It is interesting that Dr. Draper has replaced Dr. Thivierge at the practice in Atlanta and Aaron has replaced Deb Draper at Cypress Creek.  Interesting.

Dr. Elizabeth Fenske has begun her work at the City Cat Doctor in Chicago.  We welcome Elizabeth to that special hospital and their staff. She will bring some new intellectual assets to this practice. Dr. Geri Carlson-Sauls has joined Dr. Richard Freedman at Albemarle Veterinary Health Care Center in Charlottesville, VA and adds a very experienced practitioner to this fine hospital.  Welcome Dr. Carlson and may your stay with us be prosperous and long.  And just yesterday Dr. Carolyn Davis joined the staff at Coolridge Animal Hospital in Camp Springs, MD.  I tried to reach her today to provide a personal welcome but she is already full with surgeries.  Welcome Dr. Davis.

Speaking of Coolridge, I want to welcome a new Practice Manager at this practice.  Stephanie Emmert has already in two weeks made a difference there and is a breath of fresh air to the team at Coolridge.  Stephanie will bring the disciplines and structure that will keep staff organized to better support a very good doctor staff.

A lot will be happening at Pet Partners this summer.  We look forward to continued growth and prosperity led and driven by the people listed above and many others.  Have a great June and it will soon be summer.

Best regards,

Ted A Sprinkle, Jr DVM
Chief Executive Officer

In 1960 a young paperboy on a bicycle in an Upstate New York suburb noticed activity at the old local butcher shop.  On stopping he saw a young man sitting inside at a desk and a painter lettering the glass with the word “Veterinarian”.

A lot has happened in the interim to that boy on the bicycle but he still is located at the site of that old butcher shop converted to a veterinary hospital.  In 2009 Pet Partners purchased this hospital, Southern Tier Veterinary Associates, from Dr. Jon Crowell (former paperboy) and his partner Dr. Diane Wittner.  This week this hospital celebrates 50 years in business and its leader has been remotely or directly involved every step of the way.

The youth stopped to see if the new business would like a paper delivered which led to a number of jobs and positions at the hospital from kennel boy, assistant in large animal surgery and other odd jobs through high school.  From a casual observer to a muscled youth able to help with horse work John Crowell waited out the Vietnam War and proceeded to school and became a certified and licensed radiology technician working in human hospitals.  He migrated to Iowa to work as a radiology technician and somehow applied to veterinary college and was accepted.

After graduation with a desire to work cattle in Iowa he received a call from his friend and old boss back east in Vestal, NY.  This led him back with the idea to just help his old boss out for a time and all these years later Dr. John Crowell is the proud Medical Director of the Southern Tier Veterinary Associates in Vestal, NY, in partnership with Pet Partners.  This AAHA Certified hospital is one of our proudest stories.

Southern Tier will be having official celebrations at the practice this summer but it gives me great pleasure to congratulate the entire and dedicated team at this hospital but mostly Dr. John Crowell for sharing this very neat story with me.  This is just one of many stories that relates to the greatest asset that Pet Partners has and that is its people.

Best Regards,

Ted A Sprinkle, Jr. DVM
Chief Executive Officer

This past week I had the pleasure of taking my 7 year old Golden Retriever, Sara (short for Saratoga) to our Naugatuck Veterinary Hospital for a lameness that had continued for about 6 days.  I have learned the hard way that chronic lameness in a Golden is or at least can be serious.  At 7 years Sara is getting into the danger zone and the pressure from my two young children moved me to deliver Sara to Cheryl Sackler, DVM for help.  I had already determined that this was an acute injury that occurred outside with the children and I had determined that the right front carpus was swollen and warm but after 6 days all of that had subsided but the lameness continued.  Sara also needed grooming and I wasn’t on business travel so the 40 minute drive to Naugatuck from Fairfield, CT made sense this day.  And any observation that I might make about Sara with my kids can only be supported by the doctors at Naugatuck and without that support my opinion is not valid.

Cheryl Sackler, DVM was working hard when I arrived but she would not let me just leave Sara with the groomers for her to view later.  She wanted me to be involved, so I sat in the exam room and got my full money’s worth.  Those of you who know Cheryl will fully appreciate the last statement!  She made the same observations I did and tried valiantly to get Sara to wear a leg brace.  That didn’t work at all so I recommended drugs and that is where we ended.  I left Sara with the practice as a few of the techs wanted to scale her teeth, take some blood for C6 to be sure that Sara’s history of Lyme was not the problem.  And the weight loss diet was not going as well as it should have so Cheryl and team ran a thyroid.  Embarrassing to say the least on all fronts.  Grooming was one of my other major objectives so Sara stayed at Naugatuck.

Later that afternoon I received a call from Dr. Stacy Dallas, one of our top associates, regarding Sara and a request to use her as a blood donor.  Further discussion revealed that a 10 week old German Shorthair pup was in rough shape with a low white count and serious involvement with Parvovirus.  I instructed Stacy to use whatever she needed from Sara and as I learned later 50 ml of whole blood was transfused from Sara to this puppy.

On the way to pick up Sara later that evening I told my 12 year old daughter Caitlyn and 9 year old son Cole about the story of the puppy and his almost sure fatal illness.  I explained about how vaccines work to protect such illness and that treatment is almost always unsuccessful with this virus.  They were initially concerned that giving away blood would somehow have a negative effect on Sara and after quieting this alarm they started to get excited that Sara could have an opportunity to save a puppy even with the odds against a positive outcome.  I again promoted low expectations for the puppy’s recovery even with Sara’s help and made sure they both understood that they could not visit the puppy in isolation when we arrived.  I was trying to stay ahead of the child emotions of the moment.

We retrieved Sara to a reception fitting a soldier returning from battle, exited and worked our way home through the evening traffic.  Kisses and hugs prevailed and the kids told Sara that her blood was used for a puppy who was seriously ill and that they were sure the puppy would be fine with her help.  I continued to caution them but they would hear none of it.  Sara was a healer and there was nothing I could do to change expectations.  The legend of the puppy and Sara’s blood grew as we worked our way home.

The next morning as I returned from the gym both children were uncharacteristically waiting for me asking about the puppy.  I told them I had no idea but when I heard something I would let them know hoping the day’s activities would push this to the back burner.  After the school day I received calls from both wanting to know.  I decided to call Cheryl as I was now curious.  The short answer was non-committal but the puppy was still alive and still in rough shape.  I reported that to Caitlyn and Cole and the weekend came upon us and activities took over all thoughts of the puppy.

Monday morning I received an early call from Dr. Sackler.  The puppy was barking endlessly and would be going home that day.  Temperature was normal, white count had improved and the puppy was acting like a normal German Shorthair of 10 weeks and we all know what that looks like.  Caitlyn and Cole learned about the miraculous outcome and we now have a new religion in our home.  It is called Sara worship.

There is sort of a “throwback lesson” here with this treatment.  One never knows whether the serum transferred to this puppy was the cause of the cure or whether this was just a miracle recovery.  The approach was not scientific but it is one that I do not believe is used much anymore.  Treatment of early foal diseases almost always involves serum and I remember vividly how serum or whole blood was used for the distemper outbreaks common in the 60s and 70s.  I certainly believe the whole blood (serum) used on this puppy was the cure and I don’t need to tell you what Caitlyn and Cole believe.

Enjoy the upcoming spring.

Regards,

Ted A Sprinkle, Jr. DVM
Chief Executive Officer

With the days getting longer and spring in sight we look forward to snow turning to rain that does not require plows.  We have had more missed days on our calendar in the first 8 weeks of this year than I have seen combined in the past 8 years at Pet Partners.  The frustration has been that the areas that have received the most snow are areas that never get snow and do not know how to handle it.  Those areas that depend on snow for attracting people and their animals have had virtually no snow and they also have had business affected.  We seem to work through the recession with creative ease but weather is our virtual enemy.

But with all that said we are moving toward spring and it is apparent that the economy is not playing as heavily on the minds of our clients as it was one year ago.  Though I do not believe things are much different from a reality point of view the press is telling people that the economy is getting better and therefore it must be.  The acquisition trail is heating up and I am personally working with varied practice owners throughout the areas we desire and looking forward to a few additions to our affiliated hospitals over the next month or two.  Expansion to our hospital group is a major focus of 2010 with the continued influence of great business practices to support the level of medicine that is practiced in each hospital.  Though Pet Partners does not dictate medicine or drugs used it pleases me to be able to say that each of our practices provides a more comprehensive quality of medicine than they did before we purchased them.

On a lighter note I had the pleasure of vacationing just up the road from our hospital in Aurora, Colorado with my family on the mountain at Steamboat Springs.  My wife is an avid skier as are my two youngest children ages 9 & 12.  And I try to keep up and participate.  Falling is my greatest concern for it is not as much fun as it once was.  I am a big guy and we all know the “bigger they are the harder they fall”.  I have skied for years, had my tumbles on the mountains but quite enjoy the outdoors and especially the powder in the Rockies.  The entire week I had but one fall as I looked back to see where everyone was and taken down by what is referred to as a “snow mouse”.  They can be prevalent and must be watched for.  They jump out and grab you when you least expect it.  They are the source of much conversation and laughs with my kids.  My children have much more experience with “snow mice” than I do – fortunately!

On the fourth day as we walked from our bus ride from the mountain and approached our condo where we were staying for the week, I was attacked by the biggest “snow mouse” that I have ever witnessed.  Snow mice off the mountain are rare in fact I did not know they existed.  Ten feet from the door to removing boots and sitting in front of a fire I dropped like a bomb.  My unstrapped helmet exploded from my head onto the ice covered asphalt.  The skis I was carrying for my daughter went one direction and the poles in the other hand were gone.  The camera I was carrying around my neck bounced comfortably on my chest as my back and right elbow hit the snow covered ice.  My daughter and wife were frantic to find out if I was still breathing and OK.  My nine year old son (hopefully realizing I was OK) announced quickly that he had just witnessed the best “yard sale” he had ever seen.

This discussion caught my attention quickly as I discovered something I had never heard before.  A “yard sale” occurs when a skier falls and loses his/her skis and poles and they are scattered about the landscape.   My family had just experienced the “ultimate yard sale” with the loss of all the above plus the helmet.  I love the fact that I learn every day from my children and I love that every day I learn from the many great staff we have in our affiliated hospitals.  If we stay close to our clients and staff we will continue to learn how to provide value with the services we render.  That in my mind is the secret to success.

Best regards for an early spring,

Ted A Sprinkle, Jr. DVM
Chief Executive Officer

To Friends, Associates, Colleagues and Team Members,

With the toughest winter in decades dumping fresh white snow on all parts of the East coast and Mid Atlantic areas and with record low temperatures in Florida we are off to the greatest business challenges we have seen since I have been a veterinarian.  These are the times that teach our practice leaders how to create and execute new ways of communication and influence.  Trying to get pet owners through the news of and the reality of the weather is at this moment our greatest challenge.

In spite of these challenges the affiliated teams are doing a great job of keeping the practices open and making sure those pets with serious and even critical needs are being attended.  It is a pleasant experience to see the attitudes that our practice leadership demonstrate in these times compounded by the worst recession that any of us will likely see in our lifetimes.  In spite of all this our business is solid.

Our Leadership Meeting referenced in my blog last month has had profound responses from our teams and we are anxious to get going and apply what we have all learned together.  Dr. Tom Butera’s ongoing CE webinars are not affected by the current weather and our dental CE will predictably stimulate new and creative thoughts on how to better serve our clients.

On another note I reached out to all of our teams to direct me to practices in their locations that may be now or in the future for sale.  Pet Partners will be aggressive in the months ahead in selecting new affiliates to join our family of veterinary practices.  If you are reading this blog with the idea that you wish to sell your veterinary practice please contact me directly and I assure you that our communication will be confidential.

As stated throughout our website the Pet Partners operating model is different and we are all proud of that.  Unlike the branded model used by VCA Antech and Banfield we retain the community brand that the hospital was before our purchase.  We do not change name, signage or in any way associate the name Pet Partners with the client side of the hospital.  It is our thinking based on results in human medicine that this is important to the client.  Though every one of our practices provide better levels of care now than they did at purchase this comes from within the practice by the influence of our CE and awareness initiatives.  Pet Partners does not dictate the medicine, the protocols or the drugs used.  What we do is influence the back office systems, the administrative and management aspects of the practice and allow more contact with the client and more time and attention paid to the pet.  We are a medicine first Company with business and profits a product of good medicine.

We place high value on the goodwill of the practice and this goodwill points directly to the people, especially those who serve on the support teams.  In all our purchases we value the people the most.  I have stated over and over that we are in the “people business” and happen to provide veterinary care.  So if you are in the mindset of selling your veterinary clinic, of selling your veterinary practice, of selling your veterinary hospital please contact me directly and we will see if Pet Partners is right for you.  You will definitely find this veterinary directed organization a breath of fresh air.

Best regards as we work toward Spring,

Ted A Sprinkle, Jr.
Chief Executive Officer

Selling your veterinary clinic? Consider Pet Partners if you are interested in selling your veterinary hospital or clinic.

Pet Partners was created by veterinarians for veterinarians. By progressive veterinary partnership, Pet Partners provides veterinary hospitals with centralized administrative services, management expertise, marketing and personalized support, training and mentoring to facilitate top-class medicine that will help the business thrive.

Since June of 2003, Pet Partners has specialized in purchasing neighborhood veterinary hospitals and retaining their unique culture and local neighborhood style. Today, Pet Partners is the second largest private owner of free standing veterinary hospitals in the United States, with Veterinary Hospital Partners across the country.

The Pet Partners senior management team includes respected veterinarians and business leaders with a wealth of experience in veterinary environments and/or multi-site service businesses. Headquartered in Wilton (Saratoga Springs), New York, Pet Partners is actively seeking new partnership opportunities with qualified candidates. For more information on selling or buying a veterinary practice, please visit www.petpartnersusa.com.

Pet Partners adheres to the highest standards. Many Pet Partners hospitals are accredited by the American Animal Hospital Association (AAHA - www.aahanet.org), which is the only organization that accredits animal hospitals throughout the U.S. and Canada. AAHA (AAHA - www.aahanet.org), -accredited hospitals voluntarily choose to be evaluated on over 800 standards in the following areas: quality of care; diagnostics, analytics & pharmacy; management; medical records and facility.

Pet Partners offers convenience and opportunity for veterinarians, which translates in better care for clients. Pet Partners streamlines the day-to-day administrative tasks, and offers conveniences for clients, like offering Care Credit (link to http://www.carecredit.com), which is a payment facilitating program. Pet Partners is able to obtain discounted prices on products and services along with continuing education opportunities that are offered on a monthly basis with some of the most renowned experts in the field of veterinary medicine.

We have some of the best and most impressive veterinarians. Unlike other acquisition companies such as VCA Antech Animal Hospitals and PetSmart’s Banfield Hospitals, veterinary clinics, doctors and staff that join the Pet Partners team keep their individualistic style of practice. Many professionals have developed negative opinions of veterinary acquisition groups like VCA Antech Animal Hospitals and “corporate medicine” similar to PetSmart’s Banfield Hospitals. However, the professionals at Pet Partners really set themselves apart and allow the hospitals to maintain their community identity. This philosophy leaves the “true ownership” and management at the hospital level. This added support allows everyone at the hospitals to focus on delivering the highest quality care possible.

There are many benefits of selling a veterinary practice. With all of the changes taking place in the veterinary profession, selling a practice is a big decision. Pet Partners allows sellers to divest in the practice but still work and manage in partnership. This enables more flexible schedules and a finer focus.

The Pet Partners network offers support not only from a business aspect, but also aids medical, personal and professional development. The veterinarians within Pet Partners offer a strong camaraderie of idea-sharing and mentorship, and they come from the best veterinary schools and colleges such as Auburn University , Cornell University , Purdue University , Texas A&M University , Tufts University , University of Florida, University of Pennsylvania, University of Georgia, University of Illinois, University of Missouri, University of Tennessee, and Virginia Tech.

The Pet Partners group is talented and would be more than happy to talk to any person interested in selling a veterinary practice.

About Pet Partners, LLC
Pet Partners was created by veterinarians for veterinarians. Through a unique approach to progressive veterinary consultation, Pet Partners provides centralized administrative services, management expertise, and personalized support, training and mentoring to help businesses thrive. But as veterinarians, the Pet Partners team knows that this is much more than a business.

For many, this is a calling driven by the desire to care for animals. Pet Partners understands this and always focuses on medical excellence, customer service and human-animal connection that is at the heart of the practice. Since June of 2003, Pet Partners has specialized in purchasing neighborhood veterinary hospitals and retaining their unique culture and neighborhood style.

Today, Pet Partners is the second largest private owner of free standing veterinary hospitals in the United States, with veterinary hospital partners across the country. Headquartered in Wilton (Saratoga Springs), New York, the Pet Partners senior management team includes respected veterinarians and business leaders with a wealth of experience in veterinary environments and/or multi-site service businesses. Please visit www.petpartnersusa.com for more information.

Friends, Associates, Colleagues and Team Members,

Welcome to 2010 and Happy New Year to all.  I am personally anticipating a great 2010 and hopeful that all business in the veterinary space picks up to previous levels.  With that said, we are blessed that people are caring for their pets and supporting our business better than other businesses.  Our consolidated year at Pet Partners was an amazing success in all areas.  We consider ourselves blessed!

This past week we assembled all of our Medical Directors and Practice Managers for a leadership conference at the Inner Harbor in Baltimore, MD.  Weather cooperated with travel last week and even the teams from the Chicago area got in and out without difficulty.  This was our sixth year assembling the leadership teams and it was by all measurements the best meeting we have had.  It was a general kickoff for 2010 and the attendance demonstrated how much our teams enjoy this activity.  This meeting was created at the response and desires of our leaders from last year’s meeting.

We had a great assemblage of medical CE with credits that were dedicated to our mantra of top class veterinary medicine.  Lectures on Thoracic Radiography and Pulmonary Pattern Recognition, multiple disorders in the same patient along with discussions regarding canine pancreatitis and then more on internal and external parasites satiated our doctor leaders and stimulated a lot of passionate discussion.  Dr. Tom Butera did a fantastic job of providing a comprehensive program of medical CE. I do need to salute our strategic partners at IDEXX, Purina Veterinary Diets and Pfizer for their support in this very important conference.

While our doctor leaders were absorbing the latest thoughts from speakers such as Dr. Chris Kunze, Dr. Jennifer McClellan and Dr. Melissa Beall, the practice managers were meeting next door in an open forum of activities that allowed them to assemble to gain more confidence in their styles, knowledge and expertise as managers.  It serves to remind everyone that the Pet Partners affiliated hospitals are all individual and are led by individuals who understand the cultural makeup of their unique staff, clientele and community.  This session for the practice managers allowed them to gain comfort in their efforts and dealt with topics such as conflict among employees, hiring and interview approaches and basics of business.  The dinner at Cinghiale on the first night provided a great opportunity for all leaders to match notes and gain better respect for the effort the Company was making to facilitate their great medical outcomes.  They are an amazing group!!

On the second day we focused on the client.  This is something I believe is not considered enough.  Dr. Amanda Donnelly spoke on valuing our services and client service and Dr. Judy Martin spoke to “Frank”.  We won’t go into “Frank” in this communication but if you would like to know more contact Dr. Tom Butera at 508-450-7323 and he will introduce you to the world of “Frank” and all that goes with it.  It is an incredible program created by Pfizer Animal Health and one every veterinarian should acquaint with.  It is powerful.

But the best came from within.  Dr. Robert Pierce, our medical director at North Ridge Veterinary Hospital in Madison, Ohio, combined a general history of veterinary medicine from prehistoric times to today along with the incentive programs he has developed and used in Ohio to bring his staff into the business and to align them with performing at top levels.  Bob is a great leader but I never dreamed he was a comedian.  He sure proved me wrong.

Lance Sprinkle (related) provided seat edge information on the metrics that serve as a frame of reference for aligning the practice of medicine with the business of medicine.  Doctors and managers combined to direct questions that demonstrated the level of business acumen that pervades this Company.  For me it was a warm and positive alert.  We have come a long way in a short time.  Cudos to the entire team at all levels.

I could go on at length about my feelings in regard to this meeting.  In short it was nothing but positive and emulates the changes that are occurring in our profession.  Keep in touch and if you know of any top class veterinary practices that are in need of new ownership – we are interested.  I am most interested.

Best regards in 2010,

Ted A Sprinkle, Jr. DVM
Chief Executive Officer

To Colleagues, Team Members, Associates and Friends,

It is hard to believe the holidays are here, and 2009 is coming to an end.  It is also hard to believe that Pet Partners is beginning its 8th year.  In reflection, this has been a much better year than predicted, and though I am aware that some practices throughout the USA are having financial difficulty, for the most part veterinary medicine has lived up to its reputation as a recession-resistant professional service.  In essence, pet owners are still taking good care of their pets.

We at Pet Partners have had an extraordinary year with the addition of 5 new hospitals since this time last year.  Our new practices are transitioning to our business model with exceptional ease, and we have added new and exciting medical services to our family with these new affiliated hospitals.  Continuing education is now the strongest addition to our medical operations, and our strategic partnerships with IDEXX, Purina Veterinary Diets and Pfizer have been in constant and relentless support of this education.  We all take this moment to thank these three especially for their continued support of our medicine.

I do want to take time to acknowledge some individuals who have the hardest job in our model and they are the Regional Managers.  Dawn Michael, Louise Geiss and Richard Michaud are the direct support line for each of our practices.  These are the people who are on the road a lot, and when not on the road, they are either on the phone or on their computer reviewing metrics and data and figuring out how to better support the Managers and Medical Directors of each practice.  They have heard of 40 hour weeks but have not experienced them and they live and die with the staff of each practice.  These are dedicated individuals who I depend on and who I greatly admire.  To Dawn Louise and Rich – thanks for your dedication and keeping me headed in the right direction.  We would not be where we are without you!!

Rarely do I acknowledge in public the leadership and dedication of Lance Sprinkle or our team in Wilton (Saratoga Springs), NY.  It was recently asked of me in a meeting if Lance and I were related in any way.  The answer is YES and I will let you figure out the relationship.  As CFO and Partner of Pet Partners he has brought the strategic level of infrastructure, accounting and reporting to a place not usual in our profession.  This infrastructure and the people behind it allow Pet Partners to be positioned for significant growth in the near future.  The data we have to support our doctors and the medicine they provide their patients is top class.  To Debbie Vilmar, Julie Record, Rich Michaud, Bob Brunelle, Stephanie Havens, Christine Hayes and Michelle Holcomb, your support of the regional team in their practices does not go unnoticed and unappreciated.  And you guys are a lot of fun also!

Most of you know or have heard of my partner and Chief Medical Officer for Pet Partners, Dr. Tom Butera.  The consummate teacher, Tom has brought the level of awareness and the medical frame of reference to a new level of perfection.  Trusted and admired by all who meet him, Tom has brought the best practices of all our affiliates to the front for all to consider.  And we have affiliated practices who are learning everyday new approaches to old problems through Tom’s consistent mentoring and teaching.  His relentless pursuit of continuing education for our doctors is unprecedented.  I am proud to be your partner, Tom.

Jerry Pullins arrived at a lunch to meet me in December, 2006, at the encouragement of a mutual friend.  Jerry has spent his life as a leader in multi-site service businesses and that lunch led to a more formal relationship/partnership that has blossomed as he has learned the differences and similarities of a new multi-site model.  His wealth of experience and support of the Pet Partners business model has been stimulating, inspirational and comforting, all at the same time.  When Jerry speaks, I usually listen.

But most of all, I want to applaud those who work tirelessly in the practices dedicated to the health and welfare of the family pets presented to them every day.  They cannot be named for space reasons but they should be.  I have never before experienced the passion and desire to help that I see every day in our practices.  All of us at Pet Partners at every level take our hats off, stand at attention and applaud loudly the work you do and the great results you provide each and every pet who comes to you at a time of need.  The veterinarians who I will reach out to personally this holiday season deserve the biggest kudos.  Without each and every one of you, this just doesn’t work.  With you, it is working quite well.  Congratulations!  Your patients thank you too.

So we begin to consider a new year.  January brings the Pet Partners Leadership Conference in Baltimore, MD January 6-9.  This is the time of the year that we reload ideas and goals and get all of our Practice Managers and Medical Directors together to think creatively of how we can improve what we do at every level.  It is always an exciting meeting and this will be our largest and likely most fun.  Until after this meeting is completed I say to everyone – Merry Christmas, Happy Holidays and Happy New Year!!!

Sincerely,

Ted A Sprinkle, Jr. DVM
Chief Executive Officer