Partner'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