Ted's Blog

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.

Dr. Stacey Dallas has been with Naugatuck Veterinary Hospital for the last three years.  In that time, she has become a very respected and dedicated veterinarian. She has a very kind and gentle way about her that shows with every client and furry friend that she encounters. Dr. Dallas has been known to go above and beyond the call of duty by caring for the most critical patients long after the hospital is closed, at times even monitoring them throughout the evening. She has stepped up to the plate on numerous occasions by coming in on her days off to help out in any way, even on Christmas Eve when she was planning on cooking dinner for fifteen people. When our medical director went on an extended horse vacation for three months, Dr. Dallas became the interim medical director where she worked extremely hard to keep the hospital working together as a team. It is not uncommon to see Dr. Stacey folding laundry or cleaning a soiled animal if the need arises. The team works very well with her. The love of the veterinary profession is apparent in her actions whether she is working on a sick dog, communicating to an anxious client or discussing a case with a team member. These and many more reasons are why Naugatuck Veterinary Hospital is honored to have Dr. Stacey Dallas as Pet Partners employee of the month. 

Congratulations Dr. Stacey on a great job, and thanks for being part of our team.

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 8^th 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!!!

From Ted A Sprinkle, Jr. DVM

CEO Pet Partners, LLC

Keep Kitty Safe with a Sitter or Boarding Facility You Trust
Cats should not be left home alone when family vacations

Orlando, FL – Although there’s no place like home for the holidays, cats should not be left to fend for themselves when you travel. Most people know not to leave other pets home alone, but cats, due to their reputation of being self-sufficient and independent, are oftentimes left without proper care, which can be dangerous and sometimes deadly.

Not all cats are left behind all alone. Some cat owners ask family members, neighbors or friends to sit for their cats. Others may bring their cats to a general boarding facility with dogs and cats. When cats are left alone or with a sitter, they may experience medical problems, unforeseen emergencies, or other catastrophes when they are left unsupervised. Staying in a boarding facility is better, but cats may get extremely stressed when they are around loud, barking dogs. It’s best for cats to stay at a feline-specific hospital so they get the attention they need in an environment most comfortable and suited for cats.

“At Bay Hill Cat Hospital, our clean and quiet boarding area offers condos with shelves for the comfort of our feline visitors. Our kind staff is attentive to the desires of our furry guests,” explains Dr. Diane Delmain, medical director at Bay Hill Cat Hospital, located in Orlando. “We are happy to provide medical care for kitties with special needs, such as diabetic patients, and we’re able to spot signs of illness that friends and neighbors may miss entirely.”

If cats are left at home with a sitter, the veterinarians at Bay Hill Cat Hospital offer some tips to spot serious health problems. “Vomiting and diarrhea are signs of illness, along with changes in urination patterns. Both excessive urination or the presence of blood are red flags, as is a cat that will not eat,” suggests Dr. Delmain.

Cat owners who do decide to bring their cat to a boarding facility, such as Bay Hill Cat Hospital, need to be prepared. How to prepare for your cat’s stay before you go away:

•Provide a copy of your cat’s vaccination records: All reputable boarding facilities require proof that your cat is up-to-date on his or her vaccinations. Be sure to ask what is required and schedule a visit to the veterinarian to be up-to-date.

•Always include emergency contact information: Make sure the boarding facility knows how to reach you in case of an emergency. Provide your cell phone number, or the number of the hotel you will be staying at, as well as the name and number of a trusted family friend or relative permitted to make decisions regarding your pet’s health and treatment on your behalf–just in case there’s a situation where time is of the essence and you can’t be reached.

•Book ahead: Christmas and New Year’s Day are popular travel holidays, so make sure to reserve your cat’s space well in advance, as boarding services will be in high demand. Try making your cat’s boarding arrangements at the same time you make your travel arrangements. Airlines suggest that you book a flight several months in advance for the best rate and a guaranteed space, so why not take the same approach with your cat’s stay at a boarding facility.

•Include your cat’s favorite food: Most boarding facilities don’t require owners to pack meals for their pets, but you may still want to provide enough of your cat’s normal food to last them through their stay. Ensuring your cat sticks with his or her normal diet can prevent the stomach upset that comes from abruptly changing foods. Make sure to pack a couple extra days worth, just in case, and label your cat’s meals with his or her first and last name.

•Pack your cat’s favorites toys, treats and blanket: These familiar items will remind your cat of home and can help alleviate much of the stress and separation anxiety associated with the boarding experience. Make sure to make a list of these “favorite things”, and mark larger items with your cat’s name in permanent marker, to ensure that everything is returned when it’s time to go back home.

•Don’t forget your cat’s medication: if your cat requires special medications remember to pack them, along with instructions on when and how the medicine is administered. Also, remember to include any implements that you use to get your cat to take the medicine such as a liquid medicine dropper, flavored pill pockets or a pill shooter.

For more information about Bay Hill Cat Hospital, or for more ways to keep cats safe and happy this holiday season, please contact Libby McKenna at (813) 476-3894 or Libby@FetchingCommunications.com.

About Bay Hill Cat Hospital
Bay Hill Cat Hospital is Orlando’s state-of-the-art full service medical center for cats. The state-of-the-art facility is fully-equipped with an in-house lab, allowing for prompt, accurate results and the most efficient treatment—capable of handling almost any medical or surgical problem. The caring and professional doctors and staff are enthusiastic about providing the best possible care for feline patients. Open since 1995, this full-service feline-only hospital is to the same standard as you would expect for a human.

To friends, colleagues, employees of Pet Partners and others,

I receive a lot of e mail from people of all walks of life as I am sure you do also being in the business of caring for family pets.  The health and safety of the family pet is our greatest concern and so it was interesting to receive the following warning from my sister who is a retired school teacher.  As we all look at this warning I am sure you will find humor and concern as I did.  ENJOY!!

Please read!!!

If you are an owner of a  dog and you also have a child or a visiting small child please take this as a warning.
Don’t leave your dog with a small child unattended under any circumstances!!!
Only one little moment was enough for the following to happen..
See the photo below ….. 

Thank you!

The Dog

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

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.