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

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

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

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

Dr.  Walker gets along well with everyone in the hospital.  She is even-tempered and polite.  She will answer any question in a kind and thoughtful manner.  She will pitch in to help whether it be drawing blood on a difficult pet or answering client questions that happen to be at the front desk.  She conducts herself in a professional manner and never speaks negatively about anyone.  She maintains her composure even in the most difficult situations.

In regards to patient care, Dr. Walker excels in patient education.  Clients with complex medical issues are given handouts, and written instructions in addition to her thorough explanations.  She has excellent time management skills.  Quality patient care is not sacrificed even at the busiest of times.  She makes confident medical decisions which make clients feel secure in her care.
In summation, we are honored to have Dr. Walker at Boone Animal Hospital, and would like her to know that we value her as an employee and friend.

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

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