Pet-Specific Care for the Veterinary Team - Группа авторов

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the most common disorders likely to affect an individual. Routine veterinary visits and vigilant screening and monitoring are critical to ensuring that even unanticipated disorders can be diagnosed and managed with some expediency.

      Abbreviation

      1 1 Ackerman, L.J. (2011). The Genetic Connection, 2e. Lakewood, CO: AAHA Press.

      2 2 American Veterinary Medical Association (2012). US Pet Ownership & Demographics Sourcebook. Schaumburg, IL: AVMA.

      3 3 Simpson, R.J., Simpson, K.J., and VanKavage, L. (2012). Rethinking dog breed identification in veterinary practice. J. Am. Vet. Med. Assoc. 241 (9): 1163–1166.

      4 4 Ackerman, L. What veterinary healthcare teams should know about genetic testing. AAHATrends, 2019.

      1 Ackerman, L. (2011). The Genetic Connection: A Guide to Health Problems in Purebred Dogs, 2e. Lakewood, CO: AAHA Press.

      2 Ackerman, L. Personalized medicine improves outcomes. Today's Veterinary Business, 2018. https://todaysveterinarybusiness.com/personalized‐medicine‐improves‐outcomes

      3 Ackerman, L. (2019). An introduction to pet‐specific care. EC Veterinary Science 4 (1): 1–3.

      4 Ackerman, L. (2020). Personalized pet profiles. In: Five‐Minute Veterinary Practice Management Consult, 3e (ed. L. Ackerman), 268–271. Ames, IA: Wiley.

      5 Ackerman, L. (2020). Proactive pet parenting: Anticipating pet health problems before they happen. Problem Free Publishing.

      6 American Animal Hospital Association (2012). Evolving to a Culture of Prevention: Implementing Integrated Preventive Care, 1–23. Lakewood, CO: AAHA.

      7 Bell, J.S., Cavanagh, K.E., Tilley, L.P., and Smith, F.W.K. (2012). Veterinary Medical Guide to Dog and Cat Breeds. Jackson, WY: Teton New Media.

      8 Hamburg, M.A. and Collins, F.S. (2010). The path to personalized medicine. N. Engl. J. Med. 363 (4): 301–304.

      9 World Small Animal Veterinary Association. Hereditary diseases. https://wsava.org/global‐guidelines/hereditary‐disease‐guidelines/

       Nan Boss, DVM

       Best Friends Veterinary Center, Grafton, WI, USA

BASICS

      Tailoring your healthcare recommendations to the wants and needs of individual patients and clients is good medicine and good business. It is easier (and less expensive) to make the most of the clients you already have than it is to find new ones. Chances are good you have the potential to grow your practice by offering more to your current clients – services that can increase the healthspans of the pets they love. As a bonus, clients who have been made to feel special and unique tend to refer others with a similar philosophy to pet care.

      1.4.1 Terms Defined

      Healthspan: The portion of a pet's life in which it is considered generally healthy, in contradistinction to lifespan which is the quantity of time a pet is alive.

MAIN CONCEPTS

      1.4.2 Veterinary Teams are Teachers

      There are dozens of factors that influence how an individual pet will be cared for. Most of these are out of our control. We don't choose the genetics of the animals (but we can counsel; see 3.4 Predicting and Eliminating Disease Traits), their lifestyles or how the client was raised to treat or care for pets. However, we do have influence over how we deliver information to our clients, and we choose the services and products we promote and market to them. We have hundreds of opportunities every week to teach our clients about what is available to them, why it's important for their pets, and how we can deliver it. The better the care we offer and the more customized it is to the needs of the specific pet, the longer our patients will live and the greater their healthspans will be.

      We are responsible for the health and well‐being of our patients. If a pet dies from a disease for which we had a preventive or a treatment that we never told the client about, that pet's death is at least partially our responsibility. It is our job to tell the client what products or services would benefit their pet – without judging, prejudging or making assumptions about what the pet owner wants or doesn't want done. It is their job to decide which services and products they want. We should be giving them enough information to make sound decisions. We create opportunity for ourselves by giving pet guardians choices as to levels of care. Ways to personalize care for each client and patient include:

       breed‐specific programs and DNA testing (see 3.13 Breed Predisposition)

       Fear Free™ strategies (see 6.6 Fear Free Concepts)

       customized healthcare plans (see 1.3 Personalized Care Plans)

       multiple payment options (see 10.13 Approach to Pricing)

       offering house calls or virtual care (see 2.5 Virtual Care (Telehealth))

       offering compounded medications and home delivery (see 9.10 Dispensing and Prescribing)

       fostering personal relationships between clients and individual team members (see 5.1 Pet‐Specific Customer Service)

       providing classes or seminars for clients

       developing good relationships with specialists or utilizing mobile specialists within your practice (see 10.10 Making Referrals Work)

       performing health risk assessments (see 1.2 Providing a Lifetime of Care and 2.7 Risk Assessment)

       customizing client education materials (see 5.14 Client Education Materials).

      We waste opportunities to better care for our patients when we worry about rejection, being too assertive or spending too much of the client's money. Instead, we should be providing choices and giving every pet guardian the chance to take the best care possible of their furred or feathered family members.

      By and large, our clients don't know all that much about medicine, whether animal or human. Nearly half of US adults are considered medically illiterate [1]. Many clients have difficulty following even simple instructions on a drug label or understanding a doctor's diagnosis and instructions. The majority of human patients don't know the names of their

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