Pet-Specific Care for the Veterinary Team

Contributors xix

Preface xxiii

Editor-in-Chief xxv

Section 1 Overview 1

1.1 Overview of Pet-Specific Care 3
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

1.2 Providing a Lifetime of Care 9
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

1.3 Personalized Care Plans 15
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

1.4 Opportunities for Pet-Specific Care 23
Nan Boss, DVM

1.5 Feline-Friendly Care 27
Jane Brunt, DVM

1.6 Adapting to a New Normal 31
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

Section 2 Concepts and Prospects 37

2.1 Evidence-Based Veterinary Medicine and Personal Bias 39
Brennen McKenzie, MA, MSc, VMD

2.2 The Role of Incremental Care 43
David Haworth, DVM, PhD

2.3 Prevalence and Incidence 47
Samuel Stewart, DVM, DACVECC and Chand Khanna, DVM, PhD, DACVIM (Onc), DACVP (Hon)

2.4 Checklists in Veterinary Practice 51
Ryane E. Englar, DVM, DABVP (Canine and Feline Practice)

2.5 Virtual Care (Telehealth) 59
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

2.6 Generational Considerations 65
Kurt A. Oster, MS, SPHR, SHRM-SCP

2.7 Risk Assessment 69
Nan Boss, DVM

2.8 Risk Management 75
Tara Harmon, APR

2.9 Anticipated Costs of Pet Care 79
Sarah Rumple

2.10 Affordability of Veterinary Services 83
Patricia Khuly, VMD, MBA

2.11 Discounting in Veterinary Practice 87
Mark J. McGaunn, CPA/PFS, CFP^®

2.12 Blockchain in Veterinary Medicine 91
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

2.13 Placebo and Nocebo 95
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

2.14 Benefits of the Human–Animal Bond 99
Jacqui Ley, BVSc (Hons), PhD, DECAWBM, FANZCVS (Veterinary Behaviour)

2.15 Promoting the Human–Animal Bond 103
Sarah Rumple

2.16 Pain and Pain Management 107
Mark E. Epstein, DVM, DABVP (Canine/Feline), CVPP

2.17 Emergency Preparedness 113
Lori Massin Teller, DVM, BS (Vet Sci), DABVP (Canine/Feline Practice)

2.18 Population Control 117
Ryane E. Englar, DVM, DABVP (Canine and Feline Practice)

2.19 One Health 121
Donna L. Harris, DVM, MBA, MS(Strategic Foresight)

2.20 Cancer Precision Medicine 125
Anna Katogiritis, BSc, DVM and Chand Khanna, DVM, PhD, DACVIM (Onc), DACVP (Hon)

Section 3 Hereditary Considerations 129

3.1 Genetic Basics 131
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

3.2 Modes of Inheritance 137
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

3.3 The Genetics of Disease 141
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

3.4 Predicting and Eliminating Disease Traits 147
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

3.5 Conformation Extremes and the Veterinary Team 153
Emma Goodman Milne, BVSc, MRCVS

3.6 Genetic Testing 157
Jerold S. Bell, DVM

3.7 Genetic Health Registries and Research Organizations 163
Anita M. Oberbauer, PhD

3.8 Genetic Counseling 169
Jerold S. Bell, DVM

3.9 Purebreds, Mixed-Breeds, and Hybrids 175
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

3.10 Advising Clients on Selecting an Appropriate Pet 179
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

3.11 Integrating Genotypic and Phenotypic Testing 183
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

3.12 Orthopedic Screening 189
Jason C. Nicholas, BVETMED (Hons)

3.13 Breed Predisposition 193
Nan Boss, DVM

3.14 Breed-Specific Variants in Laboratory Testing 199
Ryane E. Englar, DVM, DABVP (Canine and Feline Practice)

3.15 Breed-Related Anesthetic Considerations 203
Tamara Grubb, DVM, PhD, DACVAA

3.16 Breed-Related Drug Sensitivities 209
Patricia Dowling, DVM, MSc, DACVIM (LAIM), DACVCP

3.17 Breed-Related Nutritional Issues 213
Kara M. Burns, MS, MEd, LVT, VTS (Nutrition)

3.18 Breed-Related Eye Conditions 217
D. J. Haeussler, Jr., BS, MS, DVM, DACVO

3.19 Mixed-Breed Considerations 223
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

Section 4 Nonhereditary Considerations 227

4.1 Canine and Feline Life Stages 229
Sarah Rumple

4.2 Gender-Related Considerations 237
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

4.3 Prevention and Control of Infectious Diseases 241
Krystle L. Reagan, DVM, PhD, DACVIM (SAIM) and Jane Sykes, BVSc, PhD, DACVIM (SAIM)

4.4 Preventing Infectious Diseases in the Small Animal Veterinary Hospital 247
Krystle L. Reagan, DVM, PhD, DACVIM (SAIM) and Jane Sykes, BVSc, PhD, DACVIM (SAIM)

4.5 Prevention and Control of Parasites 253
I. Craig Prior, BVSc, CVJ

4.6 Role of the Microbiome 259
Natalie Stilwell, DVM, MS, PhD

4.7 Embracing Early Detection 263
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

4.8 Pet-Specific Relevance of Reference Intervals 267
Ryane E. Englar, DVM, DABVP (Canine and Feline Practice)

4.9 Periodontal Disease 271
Heidi B. Lobprise, DVM, DAVDC and Jessica Johnson, DVM

4.10 Environmental Considerations 277
Ryane E. Englar, DVM, DABVP (Canine and Feline Practice)

4.11 Environmental Enrichment 283
Ryane E. Englar, DVM, DABVP (Canine and Feline Practice)

4.12 Homeowner Insurance Considerations 287
Tara Harmon, APR

Section 5 Client Service Considerations 291

5.1 Pet-Specific Customer Service 293
Nan Boss, DVM

5.2 Meeting Client Needs 299
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

5.3 What Clients Expect from the Veterinary Team 303
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

5.4 The Changing Nature of Pet Owners 307
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

5.5 Meeting the Needs of Pet Parents 311
Amanda L. Donnelly, DVM, MBA

5.6 Adoption Source Options 315
Sarah Rumple

5.7 Preadoption Counseling 319
Kara M. Burns, MS, MEd, LVT, VTS (Nutrition)

5.8 The Biology of Marketing 323
Robert Sanchez

5.9 Dealing with Breeders 327
Maria Ines Ferreira, DVM, MTB

5.10 Discussing Pet-Specific Care 331
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

5.11 Discussing Finances for Pet-Specific Care 337
Brandon Hess, CVPM, CCFP

5.12 Discussing Anesthetic Risk 341
Tamara Grubb, DVM, PhD, DACVAA

5.13 Improving Client Engagement Through Technology 347
Caitlin DeWilde, BS, DVM

5.14 Client Education Materials 353
Peter Alberti, BSBA

5.15 Client Appointment Scheduling 357
Kurt A. Oster, MS, SPHR, SHRM-SCP

5.16 Maintaining Client Contact Between Appointments 361
Robert Sanchez

5.17 Ensuring and Measuring Client Satisfaction 365
Caitlin DeWilde, BS, DVM

5.18 Lifetime Support – Pet Trusts and Wills 371
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

Section 6 Pet-Specific Considerations 375

6.1 Normal Development Stages of Dogs and Cats 377
Jacqui Ley, BVSc (Hons), PhD, DECAWBM, FANZCVS (Veterinary Behaviour)

6.2 How Animals Learn 383
Alicea Howell, LVT, VTS (Behavior), KPA, CTP

6.3 Managing Life Changes with Pets 387
Jacqui Ley, BVSc (Hons), PhD, DECAWBM, FANZCVS (Veterinary Behaviour)

6.4 Creating a Pet-Specific User’s Manual 391
Peter Weinstein, DVM, MBA

6.5 Opportunities and Challenges of Providing Services for Low-Income Clients 399
David Haworth, DVM, PhD

6.6 Fear Free^® Concepts 403
Marty Becker, DVM

6.7 Cooperative Care 409
Alicea Howell, LVT, VTS (Behavior), KPA, CTP

6.8 Managing Routine Procedures to Minimize Problems 413
Jacqui Ley, BVSc (Hons), PhD, DECAWBM, FANZCVS (Veterinary Behaviour)

6.9 Preventing Behavior Problems 417
Kymberley C. McLeod, DVM

6.10 Behavior Problems – Advice 421
Jacqui Ley, BVSc (Hons), PhD, DECAWBM, FANZCVS (Veterinary Behaviour)

6.11 Treating Animals with Behavior Problems 425
Kymberley C. McLeod, DVM

6.12 New Puppy/Kitten Considerations 429
Ryane E. Englar, DVM, DABVP (Canine and Feline Practice)

6.13 Delivering Feline-Friendly Care 433
Kim Kendall, BVSc, MANZCVS (Cat Medicine and Animal Behaviour)

6.14 Pain Prevention, Management, and Conditioning 439
Robin Downing, DVM, MS, DAAPM, DACVSMR, CVPP, CCRP

6.15 Approaching Obesity on a Pet-Specific Basis 445
Ernie Ward, DVM, CVFT (Certified Veterinary Food Therapist)

6.16 Assessing Blood Pressure as an Early Indicator of Disease 455
Ryane E. Englar, DVM, DABVP (Canine and Feline Practice)

6.17 Senior Care 459
Heidi B. Lobprise, DVM, DAVDC

6.18 Aging Gracefully 465
Jacqui Ley, BVSc (Hons), PhD, DECAWBM, FANZCVS (Veterinary Behaviour)

6.19 Problem Aging 469
Jacqui Ley, BVSc (Hons), PhD, DECAWBM, FANZCVS (Veterinary Behaviour)

6.20 Quality of Life and End of Life Issues 473
Mary Craig, DVM, MBA, CHPV

Section 7 Hospital Considerations 477

7.1 Creating a Client-Centered Hospital 479
Amanda L. Donnelly, DVM, MBA

7.2 Managing the Pet-Specific Workplace 483
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

7.3 Leading the Change Towards Pet-Specific Care 489
Randy Hall

7.4 Getting Informed Consent 493
Betsy Choder, JD, MS

7.5 Connecting with Clients Through Social Media 497
Caitlin DeWilde, BS, DVM

7.6 Privacy and Confidentiality 505
Betsy Choder, JD, MS

7.7 Puppy and Kitten Classes 509
Jacqui Ley, BVSc (Hons), PhD, DECAWBM, FANZCVS (Veterinary Behaviour)

7.8 Providing Care for Those Unable or Unwilling to Pay 513
Ryane E. Englar, DVM, DABVP (Canine and Feline Practice)

7.9 Using Practice Management Software to Personalize Care 517
Peter Alberti, BSBA

7.10 Analytics and Informatics 521
Peter Alberti, BSBA

7.11 Client Safety 525
Saya Press, BVSc, MS, DACVECC

7.12 Patient Safety 529
Helen Ballantyne, PG Dip, BSc (Hons), RN, RVN

7.13 Keeping Client Information Secure 535
Peter Alberti, BSBA

7.14 Premise Disinfection 539
Kara M. Burns, MS, MEd, LVT, VTS (Nutrition)

Section 8 Hospital Team Considerations 543

8.1 Delivering Pet-Specific Care as a Team 545
Jason C. Nicholas, BVETMED (Hons)

8.2 Developing Staff Competencies 549
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

8.3 The Importance of Accountability in Pet-Specific Care 555
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

8.4 Alignment– The Key to Implementing Pet-Specific Care 559
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

8.5 How Important Is Emotional Intelligence? 563
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

8.6 Nursing Leadership 567
Helen Ballantyne, PG Dip, BSc (Hons), RN, RVN

8.7 Nursing Care Plans 573
Helen Ballantyne, PG Dip, BSc (Hons), RN, RVN

8.8 Care Bundles 579
Helen Ballantyne, PG Dip, BSc (Hons), RN, RVN

8.9 Procedure Manuals 585
Kurt A. Oster, MS, SPHR, SHRM-SCP

8.10 Patient and Procedure Logs 589
Kurt A. Oster, MS, SPHR, SHRM-SCP

8.11 Dental Charting 593
Heidi B. Lobprise, DVM, DAVDC and Jessica Johnson, DVM

8.12 Preventing Animal-Related Injuries 599
Betsy Choder, JD, MS

8.13 Hospice and Palliative Care 603
Mary Craig, DVM, MBA, CHPV

8.14 Appropriate Handling of Medical Errors 607
Ryane E. Englar, DVM, DABVP (Canine and Feline Practice)

8.15 Delivering Information to Clients 611
Brandon Hess, CVPM, CCFP

8.16 Dealing with Compassion Fatigue and Burnout 615
JoAnna Pendergrass, DVM

8.17 Dealing with Compromise Fatigue 619
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

8.18 Team Strategies for Atopic Dermatitis 623
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

8.19 Team Strategies for Periodontal Disease 631
Heidi B. Lobprise, DVM, DAVDC and Jessica Johnson, DVM

8.20 Team Strategies for Osteoarthritis 637
Mark E. Epstein, DVM, DABVP (Canine/Feline), CVPP

8.21 Team Strategies for Pain Management 643
Tamara Grubb, DVM, PhD, DACVAA

8.22 Team Strategies for Feline Retroviral Diseases 649
Ryane E. Englar, DVM, DABVP (Canine and Feline Practice)

8.23 Team Strategies for Recurrent Pyoderma 653
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

8.24 Team Strategies for Otitis Externa 659
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

8.25 Team Strategies for Weight Management 667
Kara M. Burns, MS, MEd, LVT, VTS (Nutrition)

8.26 Team Strategies for Glaucoma 673
D. J. Haeussler, Jr., BS, MS, DVM, DACVO

8.27 Team Strategies for Diabetes Mellitus 679
Ryane E. Englar, DVM, DABVP (Canine and Feline Practice)

8.28 Team Strategies for Cancer 685
Samuel Stewart, DVM, DACVECC and Chand Khanna, DVM, PhD, DACVIM (Onc), DACVP (Hon)

Section 9 Medical Management Considerations 691

9.1 Medical Records 693
Cindy Trice, DVM

9.2 Asking Good Questions 697
Amanda L. Donnelly, DVM, MBA

9.3 Guidelines 701
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

9.4 Standards of Care 711
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

9.5 A Different Perspective on Standard of Care 715
Gary Block, DVM, MS, DACVIM

9.6 Care Pathways 719
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

9.7 Continuum of Care and Convergence Schedules 723
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

9.8 Ensuring Consistency of Care 727
I. Craig Prior, BVSc, CVJ

9.9 Continuity of Care 731
Kurt A. Oster, MS, SPHR, SHRM-SCP

9.10 Dispensing and Prescribing 735
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

9.11 Vaccination 739
Lori Massin Teller, DVM, BS (Vet Sci), DABVP (Canine/Feline Practice)

9.12 Judicious Use of Antimicrobials 745
Patricia Dowling, DVM, MSc, DACVIM (LAIM), DACVCP

9.13 Preanesthetic Considerations 749
Tamara Grubb, DVM, PhD, DACVAA

9.14 New Treatment Modalities 755
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

9.15 Nutritional Counseling 759
Kara M. Burns, MS, MEd, LVT, VTS (Nutrition)

9.16 The Role of Nutritional Supplements in Pet-Specific Care 763
Kara M. Burns, MS, MEd, LVT, VTS (Nutrition)

9.17 Improving Compliance and Adherence with Pet-Specific Care 767
I. Craig Prior, BVSc, CVJ

Section 10 Practice Management Considerations 773

10.1 Strategies for Success with Pet-Specific Care 775
Jason C. Nicholas, BVETMED (Hons)

10.2 The Importance of Practice Differentiation 779
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

10.3 Pet-Specific Outreach 783
Linda Wasche, MBA, MA

10.4 Client and Patient Segmentation 787
Linda Wasche, MBA, MA

10.5 Early Detection Campaigns 793
Linda Wasche, MBA, MA

10.6 Target Marketing and Targeted Client Outreach 797
Linda Wasche, MBA, MA

10.7 Breed-Specific Marketing 801
Peter Weinstein, DVM, MBA

10.8 Using Practice Data as a Credibility-Boosting Tool 807
Linda Wasche, MBA, MA

10.9 Laboratory Considerations 811
Kara M. Burns, MS, MEd, LVT, VTS (Nutrition)

10.10 Making Referrals Work 815
Suzanne Russo, DVM, MS

10.11 Financial Benefits of Pet-Specific Care 819
Michael R. Dicks

10.12 Dashboards and Key Performance Indicators 825
Mark J. McGaunn, CPA/PFS, CFP^®

10.13 Approach to Pricing 831
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

10.14 Providing Cost-Effective Care for Those in Need 835
Gary Block, DVM, MS, DACVIM

10.15 Putting Price into Perspective 839
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

10.16 Pet Health Insurance 843
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

10.17 Payment and Wellness Plans 849
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

10.18 Financing Veterinary Care 853
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

Section 11 Appendices 857

11.1 Finding More Information on Pet-Specific Care Topics 859
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

11.2 Abbreviations 863
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

11.3 Heritable Health Conditions – By Disease 869
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

11.4 Heritable Health Conditions by Breed 951
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

11.5 Life Planning by Breed 987
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

11.6 Glossary 1003
Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA, MRCVS

Index 1051