How Much Is a DR Digital X-Ray System for a Veterinary Hospital?

When choosing equipment such as an X-ray system for your veterinary practice, how do you know how much to spend?

Radiographs are used often—even daily—in many veterinary practices. Also, equipment is one of the largest investments a veterinary practice owner will make.

So, maybe a practice owner feels some pressure when trying to select the best equipment for their hospital but also stay within their budget.

Whether you’re opening a new practice or looking to update your current X-ray system, here are some things that may help with the decisions of what to purchase and how much to spend…

How Much Does a Veterinary X-Ray Machine Cost?

See our price here

The equipment itself can be a big investment, but it doesn’t paint the whole picture. When calculating the total investment, here are some things to consider…

• Which equipment do you actually need? For x-rays, do you require an entirely new system, or do you already have a table and generator that could be retrofitted for DR technology?

• How will images be acquired? While physical film is used less commonly in recent years if you do use film be sure to calculate the costs of purchasing and disposing of films and supplies for the processor. On the other hand, when calculating how much a digital X-ray machine costs, you’ll need to factor in the software and acquisition computer for viewing and storing images. 

• Are there shipping and installation costs?

• Is a warranty included, and for how long? If it’s possible to renew a warranty, how much does that cost? Or, is there a maintenance plan available after the warranty expires? What is and isn’t covered under these plans (i.e. drops and accidents, loaner equipment if repairs are needed, etc.)?

• What’s the expected lifespan of the equipment? Get input from colleagues if you can. Decide if it’s worth paying more upfront for something that will last longer, and which has an affordable warranty or maintenance plan.

How Much Can a Practice Afford to Spend?

Even experienced, savvy business owners can benefit from consulting a CPA or other financial professional when it comes to working out the budget and figuring out the best way to invest in a large equipment purchase.

When deciding how much your practice can spend on new equipment, it’s important to think about the return on investment, or ROI. Basically, this means using the equipment often enough (and charging enough for these services) to pay off the equipment AND earn a profit.

Calculations and questions to ask may include…

• Should you rent or buy the equipment? Many experts recommend buying if at all possible, although the recommendation may vary from practice to practice.

• If buying the equipment, will you pay everything up front, or use monthly payments over time? Monthly payments may be offered directly from the seller, or via bank financing. If using monthly payments, what is the interest rate?

• How often do you expect to use the equipment? Speak to your veterinarians, vet techs, and other team members to get input on the expected demand for the service—as well as what’s involved with communicating the value of this new service to pet owners.

• How much will you charge? Multiply your profit on each procedure (i.e. each x-ray study) by how often you expect to use your new equipment, to see if this fee covers the equipment cost and provides you with additional income.

• What sort of staff training is involved, to get everyone up to speed on how to use the new equipment? And is the software, equipment, etc. user friendly? This is important, because these factors may impact how easy it is to integrate the new equipment into your daily practice flow, and whether or not the equipment will actually be used the way you planned.

• Are there any tax benefits, such as a Section 179 deduction? These tax savings may help to offset some of your equipment costs.

All in all, a large equipment purchase is a big decision for any practice owner. But by analyzing each factor in the decision process one at a time, knowing your practice style and budget, and consulting with a financial professional, you can make the best decision for your hospital—and hopefully see a great return on investment, all while improving patient care!

Written by: Dr. Tammy Powell, DVM

Choosing an X-Ray System for Shelters and Non-Profits

X-ray equipment is an important purchasing decision for animal rescues, state and county-run shelters, and 501(c)(3) organizations. 

Animal shelters and non-profits have a mission to help as many pets as possible, including those pets who have nowhere else to turn.

As a veterinarian working for a non-profit or rescue organization, you know that every dollar counts. The more you can save on expenses, the more money can be used to care for pets. 

With that in mind, here are some considerations for purchasing x-ray equipment…

What Radiographic Equipment Does Your Shelter or Non-Profit Need?

Here are some questions to ask to help evaluate your organization’s radiographic needs…

• Which services will you offer that require radiographs? For example, limited-service operations like vaccine or spay/neuter clinics may not have a strong need for radiography. Some rescue organizations will use x-ray equipment moderately—say, for diagnosing bone fractures and creating a plan for stabilization, or for counting the number of puppies in a pregnant dog. And some well-funded non-profits may offer full-service diagnostics and treatment, including dental imaging. Your clinic’s needs will determine which type of equipment is a practical investment.

• Do you need an entirely new system—or do you already own some components such as a table, generator, software, etc. that are still in working order?

• Are you looking for film or digital x-rays—and if digital, CR, or DR technology? Digital offers many advantages such as the speed of obtaining images, while film may be more affordable. Although, by the time the cost of a processor (and maintenance), as well as physical film purchases and disposal, are taken into consideration, the savings might not be as much as expected. So it’s important to factor in all associated costs over the expected lifespan of your equipment.

Where to Obtain X-Ray Equipment for Shelters or Non-Profits

Here are a few options…

• Purchase new equipment. This may be the most expensive option upfront. Although if a warranty for service is offered, it’s possible this may be a cost-effective option for some organizations.

• Purchase used equipment. This option may provide a lower upfront investment for equipment that’s still in pretty good shape. Of course, it’s important to do your research. Ask the seller about the condition of the equipment and whether there is still a warranty in place (and if that warranty can be transferred to a new owner). Figure out what legal rights you have to recoup your money if the equipment doesn’t work as advertised. If it’s from a nearby practice, ask about coming to try out the equipment in person.

• Ask for donations. Sometimes, veterinary practices may be willing to donate their used equipment to a good cause when they want to upgrade. This can be an exciting opportunity that’s difficult to pass up, especially for new rescue and non-profit organizations that don’t have a lot of cash flow yet. Just check the condition of the equipment, and see if excessive maintenance and repairs are expected.

Conclusion

Shelters, rescues, and non-profit organizations can benefit from minimizing expenses whenever possible.

The x-ray equipment needs of each operation are unique.

Factoring in your organization’s services, budget, and available supplies will help with the decision of which equipment is the best fit for your clinic.

Written by: Dr. Tammy Powell, DVM

Editor’s Note:

Our Complete DirectVet X-Ray System is available for $29,995, which includes the table, generator, DR plate, software, and acquisition computer, as well as a 5-year warranty.

Convenient, affordable monthly payments are also available. Learn more and contact us with any questions, Click Here

Looking for used equipment? Be sure to also check out usedvetequipment.com.

Naomi CCD Versus CareRay Cesium Panels: When Is an Upgrade Needed?

Comparing X-Ray Panels: Naomi and CareRay

Digital radiography equipment continues to evolve, with several types of x-ray detectors or sensors available to veterinarians.

So, which is right for your practice? Do you need the latest technology to provide the best care, or is it best to get the most mileage you can out of previous generations of technology?

The Evolution of Digital X-Ray Detectors

Just like our cell phones and tablets, maybe it feels like there’s always a new type of x-ray technology available, whether you’re looking for small or large animal x-ray equipment, or for general, mobile, or dental radiography.

When trying to research the technology and all the lingo, maybe the choice feels a bit overwhelming.

To start with the basics, here’s a quick overview of the most common digital radiography plates on the market right now…

• CR (computed radiography). CR cassettes are also known as phosphor plates. In terms of practical application, the biggest difference between CR and DR is probably the fact that CR requires an extra step—rather than the image being transferred directly from the plates to a computer, the sensors must be read by the CR plate reader.

• DR (direct [capture] radiography). DR technology allows images to be read directly from the plate and then show up on a computer screen, which is usually a rapid process. Within DR, there are two main types of plate technologies: 

  • CCD panels. Charge-coupled device (CCD) detectors are generally built into or attached directly to the x-ray table. This technology has been compared to a digital camera in the way it detects and records light. 

  • Flat-panel detectors. Here, the x-rays are converted into an electrical signal (either directly, or indirectly by first converting x-rays into light and then into an electrical signal). The panel is separate from the x-ray table and can be removed in case a horizontal beam is needed. 

The advantages of flat panels include lower x-ray doses and better detail and clarity in the images (although opinions on image quality vary amongst practitioners). On the other hand, flat panels tend to cost more than CCD panels.

Note: The abbreviation DR is also used for “digital radiography” in general, in addition to direct capture panels.

Additional X-Ray Equipment Considerations

In addition to the detector that picks up the x-ray beam, successful radiographs also require…

• An x-ray generator, which produces the x-ray beam. This may be purchased as part of a new digital x-ray system. Or, older generators and tables may be retrofitted to be compatible with a new digital sensor.

• Software. This is what shows the x-ray image that was picked up by the sensor so that a veterinarian can see and read the image. It’s also where images are stored as part of the medical record, or shared electronically with clients, other veterinary clinics, or specialists as needed.

• Wired or wireless technology. So far as the sensor or plate goes, some have wire connections while others are wireless.

In addition to considering which sensor technology is a good fit for your practice, it’s important to think about whether or not any other equipment needs to be upgraded, and how compatible the whole system will be together.

When Is It Time to Upgrade?

This depends a bit on a veterinary practice’s needs. Typically, it’s not necessary to replace equipment for the latest model every time new technology is available, and it may be possible to keep older equipment in good working order for many years.

Using the Naomi CCD panels and CareRay Cesium (DR) panels as an example, here are some considerations…

• If a clinic is using older Naomi CCD panels that are still producing great, diagnostic images, then it’s typically not necessary to upgrade to a flat panel detector.

The veterinarian is not missing out by hanging onto older technology that still gets the job done.

• What if the plates work fine but there’s a software problem—say, the software is no longer supported? Or, what if there’s no longer any technical support or a warranty available for the plates, which sometimes happens with older technology? 

Here, the decision to upgrade may come down to personal preference, budget, risk tolerance, and how much time and effort it takes to get readable images from the software. 

• Of course, if the panels are no longer producing diagnostic images, then it’s probably time to upgrade. 

You can always check on your warranty if it’s still in place or ask about the cost of repairs, but sometimes veterinarians find that repairs are costly on older technology and their investment may be better spent on an upgrade. But this strategy will vary depending on each individual business and situation.

No matter which equipment you are currently using (or considering purchasing), remember to also think about things such as availability and cost of technical support, whether a loaner plate is available during repairs, and how the software integrates with your practice software.

Also, see if you can sell your used equipment (or make a trade-in, if your vendor allows) to offset the costs of new equipment.

All of these factors will aid in the decision of whether or not it’s time for an upgrade. 

Written by: Dr. Tammy Powell, DVM

Portable Equine X-Ray Generators: What’s Better, Plug In Or Battery Powered?

Plug-In Or Battery Powered?

As an equine practitioner, many of your daily practice needs are different from those of your small animal colleagues. 

Maybe you meet your patients where they are, in a barn or on a farm call. Or, even if you have a facility that allows for equine visits and hospitalization, you may still need portable equipment to bring with you into a stall.

So, which type of portable generator is best for you: plug-in or battery-powered? Here are some things to consider…

Benefits of Battery Powered Portable Equine Generators

One obvious advantage is that a battery-powered generator may be easier to use out in the field, for the simple fact that you’re “wireless” and thus not dependent on a power outlet. This may be especially helpful in situations where power outlets are not immediately accessible, during power outages in inclement weather, or in some barns or other locations where the power supply may be less consistent.

The lack of a cord also allows for simpler mobility during use. There’s no need to untangle a cord and no possibility of tripping over the wire at any point during the procedure.

Benefits of Plug-In Portable Equine Generators

The most common reason for equine practitioners to choose a plug-in generator is probably this: They don’t want the battery to run out!

Nowadays, there are battery-powered generators available that have long battery life. However, depending on how many hours you’re out, a battery may or may not meet your needs. Or, a team member may forget to charge it between shifts. Also, some practitioners note that battery life may decrease over time—and that the batteries of an x-ray generator can be very expensive to replace.

Additional considerations mentioned by some veterinarians are that plug-in generators may weigh less than battery-powered units. Also, plug-in units may cost less on average. There are variations in weight and equipment cost from model to model, though.

Other Considerations

Different brands and models may offer different price points, battery/equipment expected lifespan and other important differences. Doing research before a purchase is crucial.

This includes talking to the company, as well as speaking to colleagues for recommendations (ask companies for referrals to other practitioners in your area who use the equipment or ask around in online forums or in-person events).

In addition to the equipment itself, you’ll also want to consider things like warranty, ongoing costs (repair and service costs, and image storage costs for digital), integration with any of your current equipment (for example, if you already have a plate), ease of use, durability in rugged conditions or temperature extremes, and whether 24/7 live technical support is available.

With all this in mind, different veterinarians may have different preferences—there’s no one size fits all in terms of plug-in versus battery-powered portable equine generators, or in terms of a particular brand and model that are best for everyone.

So be sure to do your research and gather feedback from colleagues, but also think about what will work best for your own preferences and individual practice needs.

Written by: Dr. Tammy Powell, DVM

Midmark Dental X-Ray and Dentalaire Dental X-Ray for Veterinarians

Midmark Dental X-Ray and Dentalaire Dental X-Ray for Veterinarians

Dental radiography is generally considered part of the standard of care for veterinarians who perform dental cleanings, extractions, and other procedures in their practice.

There are many reasons why dental x-rays are important. Just a few examples include: identifying different types of FORLs to determine the best course of treatment, confirming full removal of all root tips during a difficult extraction, discovering and documenting pathology such as the full extent of damage from periodontal disease and whether the location of a missing tooth is hiding a dentigerous cyst under the gumline.

If you’re new to dental x-rays or looking to replace or upgrade your equipment, here are some important considerations, as well as information on two major equipment providers: Midmark dental x-rays and Dentalaire dental x-rays.

Considerations for Purchasing a Dental X-Ray Unit

Here are a few questions to ask yourself (and discuss with sales reps and colleagues) prior to your purchase…

• What equipment do you need? Do you need to purchase EVERYTHING? Or, do you just need a new sensor… a new generator or processer… or new software? If you don’t need an entirely new unit as a whole, purchasing just the pieces you need can save significant money. Just check for compatibility issues if you are purchasing components from a different manufacturer or newer components to pair with older models.

• What’s your dental x-ray space like? Do you need a wall-mounted unit or something on a stand? Or even something handheld?

• What type of service contract or warranty is provided? What are the ongoing and renewal costs? Is bite damage for sensors covered? And is loaner equipment provided while your equipment is being repaired?

• How is the software? Is it user-friendly? Does it provide all the functions you need?

• What type of sensor(s) do you need? Are you interested in film, CR (phosphor plates), or DR? 

Some practitioners like DR for its speed, but dislike the limited size options and rigidity of the sensors. DR is also more expensive to replace. Film and CR, on the other hand, are generally available in sizes ranging from 0-4, to cover small, medium, and large patients. And CR can still be pretty fast. Opinions and preferences vary, so you’ll need to see what works best for you.

• Does your staff know how to take dental x-rays? There’s a learning curve, so ask about training provided by the seller, if available.

Comparing Midmark Dental X-Ray and Dentalaire Dental X-Ray

Midmark and Dentalaire and both excellent providers that offer a wide array of dentistry equipment, including anything you’d need to start doing dental x-rays or update/replace your current equipment.

Here are some of the main selling points advertised by each company:

• Generator settings and usability: Both Midmark and Dentalaire note their dental x-ray generators are user-friendly and simple to operate, with intuitive, easy-to-read displays and veterinary-specific options. Both have options to input your own settings or to use pre-programmed techniques. Additionally, Dentalaire notes that exotics and extremity settings are included. 

• Positioning arm: Both providers claim a well-constructed positioning arm that’s easy to move, with precision braking for preventing drift.

• Image quality: Both Midmark and Dentalaire dental x-ray systems are generally well regarded by veterinarians for image quality. Additionally, they each advertise a focal point of 0.4mm for high-resolution images with sharp, clear details.

• CR equipment: Midmark and Dentalaire both offer CR sensor plates in all sizes, as well as readers.

• DR equipment: DR technology is continuing to evolve! 

In fact, Midmark notes that they have the world’s first bite-resistant sensor, and they stand behind it with a 5-year warranty (including one free sensor replacement in case of catastrophic damage). 

Dentalaire advertises a sensor that is also resistant to bite damage, especially when paired with their protective boot covering, and they offer a 3-year warranty for upgrades. 

For both companies, DR sensors come in both size 1 and size 2.

• Software: Both Dentalaire and Midmark have comprehensive and user-friendly software with DICOM capabilities and compatibility with PACS. Midmark advertises that their software integrates with leading practice management systems and offers the ability to enhance images. Dentalaire notes they have customizable patient reports and advanced image comparison available on-screen.

• Training: Dentalaire offers four hours of on-site training in dental x-ray positioning. Midmark also offers in-clinic training, and their training is RACE approved for CE credits for both veterinarians and technicians.

• Support: Each company offers technical support.

Conclusion

There are several excellent providers of veterinary dental x-ray equipment. Midmark and Dentalaire and two major contenders, and both have great offerings. The one you choose may come down to personal preference. 

Consider asking your sales reps or providers for demos, and for references of other veterinarians who have the equipment and can give you the pros and cons they’ve experienced.

Also, ask about any ongoing or additional costs. By having as much information as possible, you can find the equipment that’s the best fit for your individual practice.

Written by: Dr. Tammy Powell, DVM

The Canon Cesium Flat Panel Detector and the Cuattro Flat Panel Detector by Heska: Choosing the Best Option for Your Veterinary Practice

Compare before you buy

If you’re thinking of upgrading your x-ray equipment from films or CR, a DR flat panel detector is a great option.

There are several manufacturers that make these products, with Canon Cesium and Cuattro by Heska being top contenders.

Read on for more information that may help you decide which system is best for you.

What Is a Flat Panel Detector?

A flat panel detector is used for capturing images with digital radiography. There are two types: direct and indirect.

Direct FPDs involve converting x-ray photons into an electric charge, while an indirect FPD converts electrons to light and then to an electric charge. In both systems, a thin film transistor (TFT—a reader that contains millions of pixels, similar to the sensor inside a digital camera) reads out the image.

For indirect FDPs, the scintillator layer (the one that converts x-rays into light) may be made of cesium iodide or gadolinium oxysulfide, with cesium generally considered the superior of the two options.

Why Use a Flat Panel Detector?

One of the primary advantages is the speed of DR systems, which allows you to take radiographs more quickly and efficiently. 

This means greater profits (many clinics report taking MORE radiographs after upgrading to digital) and improved patient comfort/safety.

DR also provides excellent image quality with less retakes and lower radiation doses.

Canon Cesium Flat Panel Detector

Canon is generally regarded by the veterinary community as a manufacturer that makes good quality products for diagnostic imaging.

The Canon CXDI flat panel detector features…

• A cesium iodide scintillator, along with an amorphous silicon detector.

• 6.1 million pixels for a 14”x11” plate, 9.5 million pixels for a 14”x17” plate, and 11.3 million pixels for a 17”x17” plate.

• A/D 16 Bit.

• Carbon fiber design with ergonomic handgrips.

Cuattro Flat Panel Detector by Heska

Heska is also widely regarded as a reliable system that produces high-quality images.

The Heska Cuattro flat panel detector features…

• A cesium iodide scintillator, along with an amorphous silicon detector.

• 15 million pixels for a 14”x17” plate, and 18 million pixels for a 17”x17” plate.

• A/D 16 Bit.

• Automatic exposure detection.

• Carbon fiber housing front and back.

Which Is Better: The Canon Cesium Flat Panel Detector, or the Cuattro Flat Panel Detector By Heska?

You really can’t go wrong with either system. Both have received overall positive reviews from veterinarians, and the final decision may come down to personal preference, along with complementary factors and services.

Here are a few things to consider when purchasing…

• Warranty. Ask about warranty type (what it covers, and what it does not cover) and length, as well as cost to renew a warranty once it expires.

• Loaner equipment availability. If you need to use your warranty or have equipment repaired, ask if loaner equipment is available and how quickly it can get to you. After all, you don’t want to be without radiographs for longer than necessary!

• Ongoing expected costs, such as service/maintenance, software upgrades, and cloud-based storage costs.

• Durability/expected lifespan of the equipment. Ask your sales rep and your veterinary colleagues for their experiences.

• Software. You will use the software with each image you take, so be sure you like the accompanying software’s quality and ease of use. Also, check for image formats (jpeg or DICOM, for example) that you may need.

• Compatibility. Will you use your current generator/table, and if so, does the DR system need to be fitted to your current equipment? Does the software integrate with your current practice management system?

• Support availability. 24/7 support is best.

Upgrading to DR is an important decision that may take some research to choose the best system for your needs. 

We recommend choosing a high quality, reputable brand (like Canon or Heska) and evaluating the software, deals, warranty/service, storage, and other factors that will impact your overall investment and satisfaction with your purchase.

Written by: Dr. Tammy Powell, DVM

The MinXray Portable Plug-in Equine Generator: A Perfect Match for Equine Veterinarians

Mobile Generator for Equine Veterinarians

As an equine or large animal veterinarian, you don’t always have the option of practicing under ideal conditions.

Instead, you’re often out in the field—in a variety of weather conditions, and while transporting your equipment with you over long distances.

To make your life easier, and to get the maximum usage out of your equipment investment, it’s important to have equipment that’s lightweight and durable, that delivers high quality while being easy to transport.

That’s why a MinXray portable, plug-in equine x-ray generator is an excellent option for your equine radiology needs.

Why choose a MinXray?

MinXray is considered a “go-to” brand by many equine practitioners. 

The US-based company has been around for more than 50 years (since 1967) and has become a trusted source for quality x-ray equipment that’s easy to carry and use in rugged conditions. In addition to generators for veterinarians and MDs, MinXray also produces x-ray equipment for military use.

That’s why a MinXray generator is great for equine and large animal vets—because of the tried-and-true durability and portability combined with high quality images.

Advantages of the MinXray Portable, Plug-in Equine Generator

• Lightweight and easy to carry and transport. The lightest models weigh less than 15 pounds, for simple transport and positioning. A hard-sided carrying case, tripod, and tripod bag are also provided.

• Durable, for use in rugged conditions. The machine is built for use in a variety of environmental conditions. It’s designed to last and to perform well, even after bumpy rides through pastures, dirt roads, and more, and while working out in the field.

• Excellent image quality. The MinXray generator is high frequency, meaning it can produce a powerful x-ray beam despite the machine’s small size and compact design, and that the beam is consistent for high quality, diagnostic images with fewer retakes and less motion artifact.

• Easy to use. Pre-program up to five exposure techniques, to save time. And use the large, touch-pad control for easy setting adjustments when needed. You also have the option of displaying mAs or exposure time.

• Simple to set up your shots. An adjustable light beam collimator with adjustable dual integrated laser pointers (bright lasers to indicate central x-ray position are easy to see even in sunny conditions) makes the process of focusing and setting up shots simple.

What Else Should I Know About the MinXray Portable Equine Generator?

The DR compatible MinXray generator comes with an 8-foot exposure cord and exposure switch, as well as a 20-foot power cord. A plug-in unit means you’ll never have to worry about batteries running low.

Also, a 5-year, limited warranty is available to protect your investment.

Conclusion

For an equine or large animal veterinary practice, you need durable equipment that can move with you and stand up to a variety of rugged conditions or travel to remote locations.

A high-quality, high-frequency generator like the MinXray is a great option, because it produces consistently superior quality images, while also being lightweight, tough, and easy to transport.

Compare other options

Other options for generators include the Cubex and the Poskum.

Written by: Dr. Tammy Powell, DVM

Ultrasound-Guided Cystocentesis: Pros and Cons for Your Veterinary Practice

A cystocentesis offers advantages over other urine collection methods

If you work in a small animal veterinary practice, there’s a good chance you’ve performed, assisted with, ordered, or overseen a cystocentesis in many of your patients.

A cystocentesis offers advantages over other urine collection methods in that it provides a sterile sample, as opposed to free catch or even catheter methods that may contain contamination with pathogens or cells from the skin or urethra.

But how does an ultrasound-guided cystocentesis compare to a blind cystocentesis obtained via palpation or anatomical landmarks?

Your preference may depend on your practice style, experience, and patient needs. But here are a few things to consider…

Which Patients Are Good Candidates for Ultrasound-Guided Cystocentesis?

Here are a few factors that may determine if an ultrasound-guided cystocentesis is a good option for any particular patient…

• Large or overweight patients. A blind (or non-ultrasound assisted) cystocentesis may be straightforward on cats, and even small dogs, who are not overweight. In these patients, it is often possible to palpate the urinary bladder and to easily reach the bladder with a standard-length needle. 

However, difficulties arise in patients who are overweight, which makes it more challenging to feel and reach the bladder. Additionally, an ultrasound can help guide your needle with large dogs.

• Patients with “hard to stick” bladders. Maybe your patient’s bladder is thickened due to chronic cystitis or another condition. Or, maybe the patient’s bladder is small. 

Either way, an ultrasound provides additional direction (and visualization) of partially-full or otherwise difficult-to-obtain-a-sample-from bladders.

• Patients whose bladders could use a visual evaluation. If you’re obtaining a cystocentesis because the patient has urinary symptoms, a quick scan can provide more information about any obvious lesions. 

Use this for your own peace of mind (i.e., there’s no bladder tumor present at the time of the cysto), or create a charge for urinary ultrasound evaluation packaged together with other diagnostics.

Which Patients Are NOT Good Candidates for Ultrasound-Guided Cystocentesis?

• Thin cats with big bladders. Depending on your practice style and preference, you may find it’s easier to do a blind cystocentesis on a cat with an easily palpable bladder, especially for routine health checks. 

Although it may still be worth doing an ultrasound if the cat presented for urinary symptoms, so you can look at the bladder.

• Patients with bladder masses or tumors. If a patient has transitional cell carcinoma, placing a needle into the bladder may “seed” tumor cells into the abdomen as the needle is withdrawn. 

So any time a mass is present or suspected, it’s good to be cautious and skip the cysto (with or without ultrasound).

• Fractious or wiggly patients. These patients may not be good candidates for either ultrasound-guided or blind cystocentesis, since it wouldn’t be good for them to move around while the needle is inserted.

However, sedation may make the procedure possible for these dogs and cats.

PROS of Ultrasound-Guided Cystocentesis Versus Blind Cystocentesis 

Advantages include…

• Quick and easy. If you’re new to ultrasound-guided cystocentesis, it may take some practice. But soon it becomes a habit and may even be faster than a blind cysto.

• Visualization of the bladder. You know exactly where the needle is heading, and therefore you have an improved likelihood of getting a sample from a small or partially-full bladder. 

Plus, you may want to do a quick bladder evaluation to look for things like uroliths, sludge, or bladder masses, as this could change your recommended course of treatment.

• Safety. Supporters of ultrasound-guided cystocentesis point out that if you can see where the needle is going, there’s less risk of accidental puncture of other organs or blood vessels. 

CONS of Ultrasound-Guided Cystocentesis Versus Blind Cystocentesis 

• Training and practice are needed. It may take a little time for your team to become comfortable with this new method. Fortunately, it’s simple and straightforward to learn.

• Creating a charge for the service. This isn’t necessarily a bad thing—after all, you should be paid for your time and expertise when you provide a service.

However, there are differing opinions from practice to practice as to when and how to charge.

• For example, will you charge for all ultrasound-guided cystocentesis?

• Or only charge as part of a package with other diagnostics (urine analysis, urine culture and sensitivity, and quick ultrasound evaluation of the bladder, for example) in patients who are symptomatic?

• And how much will you charge?

• Small risk of side effects. The most common side effect is hematuria, which is mild and transient. Other risks do exist, such as bladder rupture or injury, organ or blood vessel puncture, urine leakage into the abdomen, the spread of bladder cancer, or vagal reactions (retching, panting, hypersalivation, collapse). 

While these effects are quite rare, it’s always worth considering the risks of any procedure before performing it, especially in patients who may be at higher risk due to underlying health conditions.

Investing in Ultrasound Training

In addition to teaching your team members to do an ultrasound-guided cystocentesis, it’s worth considering training in ultrasound examinations for you or one of your DVM associates.

There are plenty of other uses, including but not limited to abdominal evaluation for organs, masses, ascites, or even pregnancy, and cardiac or pericardial evaluations.

By maximizing your ultrasound usage, you can offer more diagnostics to your patients, while also getting the best ROI on your equipment investment—a win-win.

Disclaimer: This article is for general informational purposes only, and not intended as a guide to the medical treatment of any specific animal.

Written by: Dr. Tammy Powell, DVM

Mental Health and Work-Life Balance for Veterinary Practice Owners

Veterinary medicine can mean a busy schedule and emotional ups and downs. 

Unfortunately, recent data suggest that this, along with other factors of daily practice, can take a toll mentally and emotionally.

Plus, as a practice owner, there’s the additional pressure of running a business.

You got into this profession because you love pets and want to help them—and that can make for a very rewarding career.

The trick is finding ways to care for yourself. 

This may look a little different for everyone, but here are some popular suggestions that have helped many veterinarians find more energy, wellbeing, and balance…

Set Boundaries

When you love animals, it’s natural to want to help every pet who needs care. But failing to set boundaries can lead to burnout.

In addition to the turmoil it causes in a person’s life, burnout can also interfere with the ability to help pets over the long-term.

Setting boundaries can mean a number of different things, depending on your personal preferences and what your work rules allow. Here are a few suggestions…

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• Put breaks into your schedule

Giving yourself 5-20 minutes to recharge in the morning and afternoon (in addition to your lunch break) can be immensely helpful during a busy day.

• Have clear cut rules for scheduling

For example, is double booking allowed? Can you go to lunch rather than seeing the patient that walks in at lunchtime (assuming it’s not a life-threatening emergency)? 

To accommodate these and other scheduling surprises, it helps to leave a few appointment slots open each day—that way, you have enough time for all patients rather than running yourself to exhaustion trying to fit everyone in.

• Set boundaries with clients

For example, if you give your phone number out to pet owners, be sure they know when and under what circumstances they can call you. 

Or if a client is acting really outrageous and causing stress for all employees, it may be in your team’s best interest to “fire” that client to protect everyone’s time, energy, and morale.

• Say “no” sometimes

This might mean coordinating with another doctor at your practice to take over care of your patients on your day off, so that your team isn’t calling you at home unless absolutely necessary. 

You deserve to enjoy some days off!

Focus On the Positive

Despite your intelligence, knowledge, and passion, some things are out of your control. 

Even with your best efforts, sometimes pets don’t get better—due to the nature of their medical condition, or due to owners not agreeing to the type of care you’d like to provide.

This happens to everyone. And while it’s hard to accept, it may help to focus on all the good memories—all the times you’ve helped pets, all the thank you cards from clients, etc.

Sometimes negative thoughts—whether it’s a client who said something rude or the loss of a patient you care about—dominate our minds. It’s human nature.

But usually, the good days outweigh the bad. It’s just a matter of training our brains to refocus on the positive.

Figure Out What Brings You the Most Fulfillment

Find ways to make your daily work life as enjoyable as possible.

This could mean cultivating relationships with clients. 

It could also mean community involvement, such as charity efforts, puppy/kitten classes, or informational talks on pet nutrition or other topics.

Fulfillment may also mean specializing, or being the “go-to” doctor in your practice for specific procedures or medical conditions that you enjoy working with.

Cultivate Joy 

In addition to professional fulfillment, it’s important to cultivate joy in your personal life.

This means some type of human connection—whether that’s a partner, friends, or family. 

If you’re working long hours, it’s easy to feel isolated. By doing your best to schedule time with people you care about—even just a quick phone call—you may find that your mood lifts.

Additionally, physical activities, hobbies, learning new things, and other pursuits outside of work can remind you that “there’s more to life.” 

This makes it easier to reframe a bad day as something that, while hurtful, is probably small in the scheme of things.

Schedule Time to Slow Down

If you need to sleep or binge-watch a show after a tiring week, go for it! 

Or find time to read a book, take a bath, or meditate.

In addition to activities that bring you joy, scheduling “slow time” may help you feel centered, recharged, and in control of your schedule.

Seek Out Support

It’s helpful to find caring people who can listen.

Depending on your needs and circumstances, this may include…

• Friends and family.

• Colleagues you trust.

• Veterinary support groups such as… 

  • Vets4Vets®

A confidential support group for veterinarians associated with the VIN Foundation, which includes everything from weekly group discussions to one-on-one support.

• Not One More Vet 

An online support network of over 20,000 veterinarians with additional resources, including support in finding temporary relief workers for vets who need a few days off.

• A therapist or counselor. Nowadays, there are convenient and reasonably priced online services such as Talkspace and BetterHelp. 

Sometimes, just venting to someone in a safe, confidential setting can really lift the weight off of a person’s shoulders.

• The National Suicide Prevention Lifeline: 1-800-273-TALK (8255), or text 741 741 to speak to a trained crisis counselor.

The Truth About Balance…

The thing about balance is, it’s dynamic, not static. 

That means that as you go through different stages of life, your schedule, priorities, and tricks for recharging yourself may change. The key is to be aware and to adjust as needed.

The better you care for yourself, the better you’ll be able to care for pets—and the more joy you’ll get out of your daily work and personal life.

Resources:

• Vets4Vets: https://vinfoundation.org/resources/vets4vets/

• Not One More Vet: https://www.nomv.org/

• Talkspace: https://www.talkspace.com/

• BetterHelp: https://www.betterhelp.com/ 

• The National Suicide Prevention Lifeline: 1-800-273-TALK (8255), or text 741 741 to speak to a trained crisis counselor. 

Written by: Dr. Tammy Powell, DVM

Starting a Veterinary Practice Using Modern Technology: Part 2

In part 1, we covered some common new technologies that are being integrated into many veterinary practices—including cloud technology, telemedicine, and apps.

Today, we’d like to take it a step further and discuss some new and evolving tech that may help you provide great patient care and customer service in totally new ways.

Here are some technologies to think about…

Pet Wearables

There are now devices available for pets that can monitor body temperature, heart rate, respiration, and more.

Often, this would be something pet owners purchase and use at home, similar to a FitBit. This technology may help pets with medical issues (such as tracking a resolving fever or monitoring exercise in overweight pets). Or it may help with something as simple as seeing true TPR values when a pet is at home and relaxed versus at the clinic and stressed.

Another thing to consider is the possibility of having these devices at your clinic, for a low-stress way to get a TPR during a pet’s visit.

You’ll have to decide for yourself the practicality and dependability of this relatively new pet trend—but the possibilities are certainly exciting!

Live or Visual Information Sharing

Times have changed from the days of placing x-ray films on viewers in your exam rooms for clients to look at (and reserving the room with the “best” x-ray viewer for that specific client!).

Don’t get us wrong—this traditional technology can still get the job done. But how much more convenient and interactive would it be to share digital info and images on large, flat-screen monitors that you have in each of your exam rooms? 

This digital, high-depth technology looks impressive to clients. And even when you’re not using a monitor to present patient information, you may want to have informational pet care videos playing to keep clients entertained while they wait (and also promote some of your services).

Plus, there’s an opportunity for live sharing when clients can’t be in the room with their pets.

One example would be cameras mounted on the ceiling for live and convenient sharing of patient updates, bloodwork, ultrasound findings, etc. Even some microscopes can connect to Wi-Fi.

This type of visual, real-time sharing maybe even more relevant until pandemic restrictions are lifted… 

Since clients can’t always accompany their pets into the clinic, this can help them feel like they’re still connected. Instead of worrying about the “unknown” (i.e. what happens when their pet is taken to “the back”), clients can see some of what’s happening during an exam or other procedures. This may provide mental comfort, confidence, and trust.

3D Printing

According to the University of Illinois College of Veterinary Medicine, 3D printing can help surgeons plan and practice a surgery ahead of time, via models of bone that are created based on CT scan images. Printers can also replicate muscles, blood vessels, and other organs for this purpose.

In addition to a veterinarian’s use for surgical planning, 3D printers can create models for client education purposes.

Encourage Clients to Use the Tech in Their Phones

While not considered new or ground-breaking anymore (since most of us have had smartphones for some time now), simple features on a phone like a camera or voice memo can be immensely helpful during a visit.

For example, if you’re going over bloodwork results, encourage a client to record what you say—that makes it less likely their spouse (who wasn’t at the visit) will call and want you to go over all the results a second time.

Or if your team is demonstrating how to clean a dog’s ears, have the client record it so they can replicate the process at home.

Choose What’s Right for You

If you’re just opening your own veterinary practice, it might be worth it to invest in new technology right from the start—to help set your clinic apart from the competition, and to customize your practice so it suits your workflow, communication style, and the type of medicine you’d like to practice.

It may also be practical to start with just a couple of new technologies at a time—to save some expenses when first opening a practice, and to wait and see what other new technologies are developed in the meantime until you’re ready to invest again.

Either way, it’s certainly valuable (not to mention fun) to start “dreaming” about how you want your veterinary practice to look and function. 

Dreaming is the first stage of planning—and imagining what sorts of tech you’ll use in your veterinary practice can help you bring your dream to life. 

Written by: Dr. Tammy Powell, DVM

Starting a Veterinary Practice Using Modern Technology: Part 1

Advancements in technology have made veterinary medicine very different than it was 10-20 years ago.

And now, the 2020 pandemic has fostered faster adoption of technologies such as telemedicine.

It can all seem a little overwhelming to keep up with, since technology changes rapidly. But it’s also very exciting. These advancements allow you to practice, share information, and stay in touch with clients like never before.

Since tech-savvy Millennials are now the largest pet-owning population in the US, it pays to keep up with the times. You’ll have to choose what’s right for your individual practice, but some of the technologies you could incorporate include…

Cloud Technology

Patient record keeping has largely moved from paper to digital. And now, instead of just having that information stored on the server in your practice, there are options to use cloud storage.

Here are a few of the advantages that cloud-based software offers over server-based software…

• You can access information from any device, including desktop, phone, tablet, etc., even without software installation. This means you could check tomorrow’s schedule while at home, or access a patient’s medical history remotely if you are called out for an emergency.

• Data is backed up to the cloud. So there’s no chance of losing records.

• Information sharing is easier. For example, giving access to patient records to a specialist.

• The technology is secure. While it’s natural to feel some reservation over the fear of information being hacked, cloud technology is advancing all the time and this form of data storage (from the right providers) is generally considered very secure. Some providers claim it is more secure than in-house servers.

• Upgrades are automatic much of the time, so you don’t have to do anything on your end or even think about it.

• Additional, in-demand options like online scheduling or automated SMS messages are available. These things are in-demand right now for many businesses, so some clients will seek out vets that offer these modern features and conveniences.

Telemedicine

Telemedicine is a hot and widely debated topic in veterinary medicine. But no matter where you stand on the issue, it’s hard to deny that telemedicine is becoming more prevalent and more in-demand by clients.

The COVID-19 pandemic has certainly given telemedicine a “boost,” with many states in the US changing their laws on telemedicine and allowing the technology to be more widely utilized during social distancing. 

Some of these laws may go back to their original status once the need for social distancing is over. But some experts speculate that this is our “new normal”—that consumers will be so used to this new way of doing things, it will be difficult to go back.

This service may especially be in-demand from pet-loving Millennials, who often want to be very involved in their dog or cat’s care.

Telemedicine is still evolving, and its uses can vary between veterinary practices. When choosing the type of service you would like to offer, here are some things to consider…

• What are the laws regarding telemedicine in your state or location? No matter how good your intentions in wanting to provide telemedicine services, it’s always critical to follow the laws in your jurisdiction. Watch for changes and updates to these laws, too.

• How will you use telemedicine? Will it be just for informational consults, such as nutritional consults or an in-depth discussion of a pet’s already-diagnosed medical condition so the client can better understand it? Or will you use the service to do remote consults for medical issues (of course, with the option to recommend the client bring their pet to a vet in person if needed)?

• When will you offer consults? During office hours, or after hours, too?

• What technology or program will you use?

• How will you tell clients about this new service? And will you offer it only to existing clients, or to potential new clients, too?

• How much will you charge for a consult? Will price vary depending on the type of consult or time of the day (or night)? If the client does end up bringing their pet in for a visit based on your recommendation, will the cost of the telemedicine consult be applied toward the fee for the in-person appointment?

• Would it make sense to outsource telemedicine? There are companies that offer after-hours services—so you can have the night off from answering phone calls, but still have a number for your practice that clients can call.

Apps

One type of app currently in use is an app for the veterinary practice, where owners can input information about their pet, see their upcoming appointments and their pet’s medical history, set reminders for medications, and even receive birthday wishes on their pet’s birthday!

There are also apps out there specifically for storing a pet’s medical history, so an owner can easily have that information available in the event that they see a new veterinarian, go to an emergency vet hospital, or need to pull up their pet’s vaccine history for boarding or grooming.

App technology is evolving, and this is one way to help clients be involved in their pet’s medical care and potentially bond them to your practice.

Technology is always evolving. Next week, we’ll feature more high-tech gadgets and services that can be incorporated into veterinary practices. Stay tuned!

Written by: Dr. Tammy Powell, DVM

7 Tips for Managing Money in Your New Veterinary Practice

Learning to manage money—including balancing your budget, planning your taxes, and tracking all expenses—is a daunting task for any new business owner. And veterinary practices are no exception.

However, healthy finances are necessary for your practice to grow and thrive.

Think of Accounting as Part of Your Strategy

With all the work that goes into opening a veterinary practice—not to mention your busy schedule seeing patients—it’s understandable you might want to ignore your practice’s balance sheets or just assume you’re doing okay if you’re not out of money at the end of the month.

However, much like a personal budget, keeping track of your business revenue and expenses can help you make the most of your money.

It allows you to focus on your goals—like investing in better equipment or hiring new team members, all for better patient care. 

It can even help you maximize your practice’s valuation, for that far-off day in the future when you may want to sell.

Importantly, knowing where you stand also helps you feel in control—so you can confidently “steer your ship” through good and bad economic times alike.

Here are some tips for taking on your practice’s financial duties…

1. Learn Basic Bookkeeping and Financial Terms

Do you know what it means to set up a profit and loss statement?

What about cash versus accrual style accounting? And how is cashflow different from profits?

If these terms sound like a foreign language to you, you’re not alone. There’s a lot to learn when you’re just starting out managing finances for a business.

Like any field, it helps to start with the basics. 

This will allow you to understand more complex financial concepts in the future, and to properly categorize all your expenses and revenue for accurate records.

2. Ensure You Have All the Proper Legal Paperwork

If you’ve formed a corporation, there is always paperwork involved. This may include not only your paperwork to create a corporation, but also certain forms regarding your tax classification (for example, LLCs have the option to file taxes as S corporations).

You’ll also need the correct forms required by your state, county, or city to operate your business. At the very least, in addition to veterinary licenses, this probably includes a local business license and forms that authorize you to collect taxes from your clients on taxable goods or services.

All of this may vary a lot between states or cities, so it’s important to research what is required for your location. Failing to do so, and to renew when needed, could result in financial penalties.

3. Keep Business and Personal Finances Separate

Mingling personal and business finances make it impossible to really see how your business is doing.

Also, it may carry financial risks. You could lose tax benefits such as deducting business expenses. 

Depending on which type of business you’ve set up, you could even face personal liability (rather than having liability protection through your corporation) if you are sued. 

To avoid these issues, it’s crucial to keep your personal and business finances separate.

The easiest way to do this is by having entirely different bank accounts for yourself and your veterinary practice. And if you need to use a credit card, have separate business and personal cards.

By maintaining this separation, you’ll never accidentally mix your personal and business transactions.

There are ways to withdraw money from your business to use for yourself, such as when you pay yourself a salary. But it’s important to check that you’re following all of the legal rules and tax considerations for this.

4. Track Everything in Real-Time

Don’t be the person who shows up at their accountant’s office two weeks before April 15th with a giant box of unsorted receipts…

Rushing at the last minute is inefficient. It prevents you from setting goals, seeing where you stand throughout the whole year, and planning for certain tax benefits.

So stay on top of your bookkeeping year-round.

5. Find a System That Works for You

You may have heard of common accounting software like QuickBooks. You may also have some accounting capabilities in your veterinary practice’s software.

Do some research and see what works best for you. 

Try to automate whenever possible—i.e., use a system that automatically syncs with your expenses and revenue, so you don’t have to enter numbers manually.

6. Consider Working With a Professional

Many business owners outsource their financial tracking to a CPA or other qualified professional. 

This makes sense. It saves you time and allows you to focus on what you really want to do—care for animals—rather than spending hours on tedious number crunching. 

Plus, you have the security of a knowledgeable professional who can ensure everything is done correctly (some even offer guarantees to defend you if you’re audited), and offer additional tax and financial planning strategies you might not have thought of on your own.

Also, a financial professional may be more likely to spot mistakes or missing money—whether accidental or due to something like an employee pocketing cash or merchandise.

Nowadays, there are even CPAs who specialize in the veterinary industry and understand your needs as a practice owner. 

7. Track Your Goals

One of the biggest benefits of managing your finances is that it allows you to accomplish your goals.

Rather than leaking cash here and there, you know exactly where every dollar is going—so you can use your money the way you want to use it to grow your practice.

Even if you’ve outsourced to an accountant, check in with them on a regular basis. Explain your goals so they can work with you to make it happen.

Knowledge is power. When you take control of your practice’s finances, you’ve taken a powerful step toward success and realizing your dreams as a practice owner.

Written by: Dr. Tammy Powell, DVM

The Value of Newsletters for Your Veterinary Practice

You don’t want to just see pets once and then not see them again for years…

Instead, you want to develop long-term relationships with your clients. You want to get to know dogs and cats when they’re first adopted, and keep caring for them well into their senior years.

There are many ways to develop this ongoing bond and trust with your clients. One simple but effective strategy is to stay in touch between appointments, through newsletters.

Why Should Your Veterinary Practice Have a Newsletter?

There are many ways newsletters are beneficial to veterinarians, including…

• Staying front of mind.

Clients are busy, and after their pet’s checkup, they might not think about their veterinarian at all until the next time their pet needs something. 

But informative or entertaining newsletters will help clients remember your practice and how helpful you are—so they’ll never have a reason to look elsewhere.

• Developing trust. 

They say people buy from those they trust. Newsletters help you in this regard.

By providing informative articles or other content, you can help dedicated pet owners learn more about their dog or cat’s health. Newsletters can reinforce what you teach clients during their visit, and also present new and valuable information on a variety of pet health topics.

Additionally, newsletters can show off a bit of your practice’s personality and culture. That’s especially valuable during curbside service when clients can’t always come in to “see” your practice for themselves the way they used to.

• Sharing important announcements.

If you’re running a special promotion (such as dental month discounts or discounted vaccines on certain days of the week), newsletters are a great place to inform your clients.

• Marketing and social engagement that isn’t subject to algorithms.

Last week, we shared information on social media for veterinary practices. And while social media is great, most platforms are subject to one potential disadvantage—algorithms.

In short, algorithms mean that social media platforms have a formula they use to determine which posts your followers actually see.

Newsletters, on the other hand, are delivered to EVERYONE on your email list, with no interference from finicky and unpredictable algorithms.

How Do You Set Up and Write a Newsletter?

Here are some tips for getting started…

• Decide on a frequency. 

Are you going to send your newsletter weekly? Every month? Every quarter?

This depends on your clients’ preferences, and your strategy may change over time. 

If you’re not sure, one newsletter per month is usually a good place to start. 

• Create a template. 

A template is a backdrop for your newsletter—the formatting, colors, and graphics that make it look visually appealing.

If you use a mail service provider like MailChimp, they generally have pre-made, professional-looking templates you can use.

If you want something more unique, you can look into formatting and designing your own template if you’re the creative type, or consider working with a professional graphic designer.

• Brainstorm a list of ideas.

That way, you’ll never get “writer’s block.” See the section below for inspiration.

• Share your articles. 

Don’t just email your content. Also, post it on your website and share it on social media.

What Do You Write About?

• Seasonal or timely content. This could include holiday hazards, fireworks safety, warm or cold weather advisories, and fun holidays like Love Your Pet Day or National Dog Biscuit Day. 

• Important announcements. Tell your clients about changes to the hospital (like closures or new staff members and new services offered), pet food recalls, local pet events, etc. 

• Veterinarian Q&A. Encourage people to send in general pet health and wellbeing questions, which may be answered by one of your veterinarians in a future issue.

• Discounts and special offers.

• Interesting or important pet health topics.

• How-to articles, such as how to administer pills or brush a pet’s teeth.

Some Helpful Tips…

Keep the writing simple. Sometimes less is more, meaning shorter articles and shorter paragraphs are more likely to be read than larger chunks of text.

Include pictures, since they can make a newsletter more entertaining. Look for stock photos, including some of your own authentic photos from your practice, or work with an artist on Fiverr who can create infographics (such as a picture illustrating 10 plants that are toxic to pets) for a very reasonable price.

Also, create enticing subject lines that will make clients want to open and read your newsletters. For example, instead of a subject line that says “Pet Dental Health,” write “Dental Disease Affects a Pet’s Whole Body - Here’s Why…”

To save time and maximize your results, consider working with a professional marketer or copywriter who is familiar with the veterinary industry.

How Do You Know If Your Newsletter Is Effective?

If you put time into your newsletter, you want to know it’s accomplishing its purpose. Here are some ways to tell…

• Look at statistics (such as how many people opened your email, and whether they clicked on any links you included) from your email service provider.

• Take note of any engagement, such as people sending you questions, leaving comments, or even mentioning the newsletter during an appointment.

If you’re not getting a big response in the beginning, don’t worry—this is a marathon, not a sprint. Your goal is to build relationships over time, not get a huge wave of business with each article you send out.

All in all, newsletters are a good investment. They’re a great way to stay in touch and deepen those relationships that make caring for pets so rewarding.

Written by: Dr. Tammy Powell, DVM

Client Communication and Customer Service Training

Veterinarians and veterinary team members sometimes say they got into veterinary medicine because they like animals more than they like people.

But the truth is, no matter how much you and your awesome team love animals, a large part of your job will consist of dealing with the human beings attached to those animals.

Why Invest Time in Communications and Customer Experience Training?

You’ll probably have some clients you love, others you feel neutral about, and others that you find difficult to work with.

Sometimes, the art of “communications” is presented primarily as a way to become skilled at conflict resolution, for those times you’re dealing with people who are rude or argumentative. 

But the truth is, communications can help ALL of your clients (everyone from difficult to A-list) better understand your services and the value you provide.

It can help them feel comfortable coming to you with their questions and concerns and have a better perception of you and your veterinary practice.

All of this can potentially lead to more income, as well as more flattering online reviews and word of mouth referrals.

Communications and customer experience are fields where there’s always more to learn, and these skills can continue to improve with practice over time.

But, here are a few good places to start…

Communicating for Clarity

One of the most important things to do is ensure your clients understand the information you’re telling them about their pet—and, that they’ll retain that information.

Here are some ways to do that…

• Clearly state what is happening. 

For example, we’ve probably all heard stories about clients who thought a neuter was the same thing as a vasectomy—until they got home and realized their pet’s testicles had been removed! 

Clear communication at the beginning (and not just assuming a client already knows what the word “neuter” means), could prevent such misunderstandings.

• Offer ways for a client to easily recall the information or learn more. 

For example, give the client a handout with more detailed information to refer to, or allow them to videotape your talk.

This can also help when they go home and relay the information to their spouse—so you won’t get a request to repeat your entire speech for their spouse!

• Use distraction-free communication. 

Make your exam rooms cell phone-free zones. 

Have something available to occupy rambunctious kids (for example, a movie or toys).

And wait to bring the pet back into the room until you and the client are done talking.

Prioritize Time With the People Who Truly Value Their Time With You

It may be tempting to spend extra time in the room and debate with the client who wants to listen to their breeder or Dr. Google instead of you…

And sometimes that’s worth it. But, if you’re pretty sure that person is never going to change their mind, your time may be better spent with a client who WANTS to hear what you have to say.

So instead, spend that extra time with the sweet client who is a little chatty but always seems to say thank you and really appreciate (and follow) your advice.

Keeping All Your Communications Consistent

If you and your technician both give a client the same advice about heartworm prevention—but then your receptionist tells the client, “Nah, I don’t use it for my own dog…”—what would be the end result?

Probably confusion and doubt in the client’s mind. And maybe suspicion that you are selling products that aren’t really necessary for their pet.

This could happen with a variety of products and services, including parasite preventions, good quality pet foods, dental procedures, and more.

It’s important to be sure your whole team is on the same page, sending a consistent message to your clients.

The Little Things You Can Do to Improve Client Perception and Experience

Often, small little things you do to brighten a client’s day can make a BIG, positive impression—and bond that client to your practice for the long-term.

A few examples include…

• Helping elderly clients by going out to their car when you see them arrive, and offering to carry their pet’s carrier for them.

• Sending a card after a pet is euthanized, or during the holiday season.

• Allowing clients to go out the back door after euthanasia, for privacy when they’re crying.

• Telling clients how you change to a fresh needle after drawing up a vaccine, so the injection is more comfortable for their pet (remember, if you don’t tell them, they won’t know!).

Avoiding Client Shaming

While still somewhat controversial, this topic is drawing more attention in the veterinary community…

Client shaming means unintentionally (or, sometimes intentionally) making a client feel guilty when they’re behind on care for their pet or did something they shouldn’t have done (like giving a human medication that’s toxic for pets)—especially if it’s led to their pet becoming ill.

The thing is, most clients already feel very bad about it without veterinary team members making them feel worse. 

If you can make your practice a safe space for clients to come without judgment, you may find that some of those very same clients appreciate it so much that they’ll be bonded to your clinic long-term. 

They may even start to bring their pet to you more frequently for routine care and preventive diagnostics!

Of course, it won’t go that way every time. And clients do need to be informed when they’ve made mistakes, so they can avoid repeating those mistakes.

So, use your judgment to figure out the best way to communicate in each unique client situation. 

Who Can Benefit From Learning More About Communication and Customer Service?

In short—everyone! The whole team, from the medical director to kennel assistant, could benefit. 

Even if someone is naturally a good communicator, there’s no harm in that person learning more and adding additional communication tools to their toolbelt.

To get started, you can look for formal communication and customer experience training. You can also do in-house training, with role-playing.

Progress checks from time to time may help, too, so everyone can continue to learn and grow.

The time you invest can be well worth it. It can make everyone’s daily interactions (for team members and clients alike) as smooth and pleasant as possible. 

And, nurturing happy clients can certainly help to improve your bottom line.

Written by: Dr. Tammy Powell, DVM

The Value of Staff Specialization and Training

A well-trained team can make your life easier and improve your practice’s bottom line. 

Instead of trying to do everything yourself, you can delegate to someone your trust—so you can do more. 

Delegating is all about balance. There’s always a tug-of-war between giving someone enough responsibility that they feel valued, trusted, and professionally stimulated, while also not overburdening that person with more than they can reasonably handle.

It helps to communicate with your team, keeping in mind that their needs may change over time. It’s also important to make sure your highly qualified team members are fairly compensated, so they won’t need to seek out a better-paying position after they’re trained.

However, done well, there is definitely value in investing in your wonderful team members. 

Here are just a few ways to do that…

Formal Training and Certifications

The NAVTA (National Association of Veterinary Technicians in America) offers several official certifications through their Committee on Veterinary Technician Specialties. Some of the specialties include…

• Emergency and Critical Care Technicians.

• Dental Technicians.

• Internal Medicine Technicians.

• Technicians in Anesthesia and Analgesia.

• Zoological Medicine Technicians.

What does certification mean, exactly?

To take an example, there could be a lot of value in hiring a dental RVT. This is a tech or nurse who specialized in the field of veterinary dentistry.

According to the Academy of Veterinary Dental Technicians (AVDT), their members have immense knowledge of pet dental diseases and can help to educate clients on the importance of oral health, as well as on procedures the doctor may need to perform during a dental. 

This knowledge comes from a minimum of 3,000 hours of veterinary dentistry training, training under a mentor from the AVDT program, and a 2-phase (written and practical skills) exam. 

So, having a dental RVT could save you a lot of time in client communication, while also instilling trust in clients that the whole team is knowledgeable and cares about their pet.

You also know a dental RVT is a person you can trust to help you perform dental procedures efficiently.

So far as this program and other formal training programs go, you could look to hire someone who already has this certification.

Or, if possible for your practice, it may be worth it to help invest in the process for a team member whom you know will be staying with you long-term.

Continuing Education Events

In addition to CE for veterinarians and veterinary students, large conferences such as VMX also offer a wealth of choices for technicians/nurses, practice managers, and other support staff.

Topics covered often include…

• Various skills for vet techs, ranging from daily procedures to emergency and critical care.

• Hiring and employee evaluation best practices for managers.

• Social media and marketing tips.

• Communication skills.

• And more…

Supporting your team members in learning these new skills could help to add more technical capabilities to your practice, ease team communications, and make your practice’s daily operations smoother.

If sending team members to a big conference isn’t an option yet (which may very well be the case until your new practice gets established), look for local events. 

Sometimes, emergency vet hospitals or local veterinary specialists offer CE events for community veterinary practices in topics such as pet CPR.

In-House Training

Having an in-house training program for your new hires is a very common method of bringing new team members up to speed. Done well, it can be very efficient and help new employees bond to their team members.

However, it’s important to go about it the right way. Here are a few tips…

• Have a comprehensive resource—such as a staff training manual covering client communication, dress code, fecal interpretation, etc.—in a place that’s easy to access, such as a physical binder or computer file.

• Ask your new hire about their previous experience, and what questions they have for you.

• Set up a timeline, so the new employee knows exactly what they need to learn and by when.

• Decide who is doing the training. Make sure that person is up for the job—rather than viewing it as a burden, they should be someone who enjoys teaching others.

• Have check-ins during the training process—both to see if the new hire is doing their part to learn, and to be sure they’re not overwhelmed.

Learning to “Let Go”—So You Can Thrive

As a veterinary practice owner, delegating your tasks can be hard at first. 

After all, you’ve just built the practice you dreamed of, and you might feel a strong desire to have a hand in every aspect of your daily operations.

It can be challenging to let go of that need to oversee everything.

Also, delegation is not necessarily something to be taken lightly. You must be sure you have team members you trust to take on important responsibilities. 

However, once you allow your talented team to take on the responsibilities they’re trained to do, that can mean better professional satisfaction for them, and less “overwhelm” for you.

It can allow you to do more with your time each day while expanding your reach in terms of both patient care and income potential.

Written by: Dr. Tammy Powell, DVM

Hiring and Staff Retention

Your team members are a crucial part of your veterinary practice’s success.

Therefore, it’s worth it to invest time in hiring, developing effective team communication, and figuring out how to nurture team members so they stay with you long-term.

But, if you’re new to hiring and team motivation, where do you begin?

It All Starts With Your Foundation

To hire and retain the right staff members for your new veterinary practice, you first need to know what you really want your practice to be like.

What’s your practice philosophy? How big should your team be? What style of communication would you like to be the norm? Will your staff be cross-trained, or will each team member have a clearly defined role? 

Spend some time thinking about these things. Make notes, and put as many details into your vision as you can.

The more you can convey your vision in your job postings and during interviews, the more you’ll be able to find people who are a good fit for your practice environment.

Finding the Best Candidates

Here are some basics to think about when it comes to attracting high-quality candidates…

• Where will you find candidates? Think about posting your job listing on sites like Indeed, LinkedIn, the AVMA, Facebook job boards, and asking vet schools to post at the school for you. In addition to posting a job description, think about local and online networking.

• Does your job listing stand out? Think of a catchy title. Use bullet points rather than long paragraphs—that makes it easier to scan the text. Also, focus not just on technical information about your practice, but also on the perks and benefits for potential employees and why it’s great to work there.

• Be specific and accurate. Be honest about the job and responsibilities, in as much detail as possible. That way, potential candidates will know exactly what to expect.

• Why should candidates choose you? Once you find a good candidate, it’s important to remember they may be interviewing at several places and have several good offers. So, it’s best to make your offer as attractive as possible, if you really want to hire the best.

Benefits could include things like health insurance, scheduled raises or bonuses, incentive programs, paid time off, a relocation bonus, student debt repayment help, or a CE allowance. It could also include a structured mentorship program for new graduates. Get creative, see what others in your region offer, and figure out how to make an offer that would be difficult to refuse.

• Talk to colleagues. It’s possible someone you went to vet school with may have a stellar employee who’s moving to your area, and your classmate can recommend your clinic.

• Keep your website up to date. Potential candidates may research you via your website and social media presence. Keeping these online platforms up to date, with great content and fun pictures, can create a positive first impression. In addition to potential employees, it also helps with potential clients.

• Consider hiring a veterinary recruiter. Sometimes, it’s best to let the experts do the legwork so you can balance your daily responsibilities as a practice owner. 

Your reputation is also important.

If your employees rave about how much they love working at your practice, word of mouth can help to attract wonderful new employees.

On the other hand, employees who’ve had a negative experience may have the opposite effect. 

Hiring Tips

Once you have candidates to interview, you’ll need to design a process that works well for you in terms of interviewing.

This may take some trial and error. But start with these tips…

• Focus not only on technical skills and qualifications, but also on attitude, and on soft skills such as communication.

• Verify degrees, licenses, references, etc.

• Ask the same set of questions to all applicants. And consider using behavior-based interview questions, which tell you more about how a person may act in a given situation.

• Ask about availability and flexibility, especially if you need to fill specific shifts.

• Don’t make the process too difficult. For example, multiple days of interviews may not be possible for someone currently employed elsewhere.

• Try to do a working interview, and consider bringing other key staff members into the decision process.

• Always communicate clearly, and try to give a timeframe for when you’ll make your decision.

During social distancing, it may also be valuable to do your initial conversation via Zoom. Become familiar with this platform, and treat it just like you would an in-person interview by sending personalized messages and introducing everyone who joins the call.

Staff Retention

Once you find team members who are a good fit and contribute to the growth of your practice—of course, you’ll want to keep them around!

Here are a few ideas to help with staff retention…

• Deliver on what you promised, in terms of the new hire’s job responsibilities, your practice culture, etc.

• Have a clear, comfortable onboarding and training process for new team members.

• Have check-ins at specified times after hiring, to see how the new team member is adjusting and if they need anything.

• Ask your team members about their goals. Some may want to increase their pay. Others may want a flexible schedule based on their kids’ school and activities. Still, others may be interested in professional growth and the ability to rise to management. For veterinary associates, this may mean adding a new skill set to offer to clients, such as acupuncture.

Whatever your employees’ goals, professional fulfillment can help with retention.

• Encourage open communication. By making it safe for your staff to have any complaints heard and addressed, you can resolve issues before they become a big problem.

By nurturing your team and creating a supportive environment, you’ll not only make your own workdays more pleasant—you’ll also be contributing to the success of your new veterinary practice.

Written by: Dr. Tammy Powell, DVM

How To Make Your New Veterinary Practice Part of the Community

By now, you may have a location in mind for where you want to open your own veterinary practice.

In addition to strategic reasons for choosing your location, it’s important to think about the community you’ll be a part of.

Maybe you already live in the area and know exactly what to expect in terms of clientele and local pet events.

Or, maybe you’re a new arrival and are eager to learn as much as possible about the community.

Either way, here are some things to consider that could help your practice thrive and become a household name among local pet owners…

Partner With Local Businesses

A good way to become part of the local pet network is to get out there and meet your “neighbors”—that is, other owners of pet-centric businesses in your neighborhood, town, or city.

This could mean…

• Pet groomers.

• Boutique pet gift and supply shops.

• Boarding facilities.

• Pet trainers.

• Rescue groups or shelters.

• Other veterinarians, especially with complimentary services like acupuncture, exotics, and specialty or emergency services.

Of course, you’ll resonate with some of these business owners’ pet care and business philosophies more than others. 

But you won’t know which ones are a good match until you make the effort to meet them.

When you find colleagues with whom you’d like to partner, think about setting up a mutual referral program. 

For example, if your clients ask about a groomer, you can tell them about the pet salon you recommend—and tell them to mention you referred them, for a discount (pre-arranged with the pet grooming salon’s owner, of course).

And vice versa, the groomer could refer new clients to you if they notice allergic dermatitis, ear infections, anal gland issues, or other concerns during grooming.

Set Up a Charity Effort

This may be a little bit of a challenge at the beginning when you’re trying to get your business up and running and cash flow is tight. 

But even small efforts or funds could be helpful to start. It’s all about goodwill and showing how much you care about pets. 

Plus, on tough days, it may make you smile to think about a good deed that’s not directly tied to the ups and downs in your appointment schedule.

One example of charity is a small donation to a local animal shelter or rescue group. 

You can fund this yourself. But also consider having a collection jar on the counter where clients check out. That way, clients who feel inclined to do so can help with your charity effort.

During social distancing and curbside service, this may look a little different, of course… 

Instead of a physical donation jar, you could include a checkout prompt that asks clients if they would like to donate—the same way many grocery stores have an option to leave $1 or more for charity when you pay with a credit card.

Teach Pet Owners About Local Pet Care Interests

While some pet health concerns are universal, such as obesity, others may have a higher or lower risk depending on climate and other location-based factors.

Different parts of the country face different pet health issues and concerns, including specific types of parasites and infectious diseases.

For example, if you live in a warm, humid climate that sees fleas year-round and has a high prevalence of heartworm disease, that’s something to talk to your clients about.

You could also include factors such as tick-borne diseases, heatstroke, certain fungal infections, foxtail plants, emergency-preparedness for hurricanes, and other weather-related and outdoor factors.

This is a good opportunity to use technology, too. Look for data from sites such as CAPC or the CDC. Some even have interactive maps and other visual tools you can show to clients.

In addition to talking to clients during an appointment, consider writing blog posts and sending out a newsletter with seasonal, local information, to keep your clients informed.

Social media is also a great place to share this sort of information.

Include fun local information, too! Your clients may enjoy hearing local news about pet events, charity drives from other pet organizations, and more.

Go To (Or Host) a Pet Event

“Pet events” could include many different things, such as…

• Meetup groups for dog walkers.

• Charity or fundraising events.

• Pets in costume Halloween parades and contests.

• Informative talks for pet parents on things like emergency preparedness or nutrition.

• Puppy or kitten socialization classes.

• Local sporting events where businesses can set up booths.

• Farmers’ markets.

• Pet adoption events.

• In the time of quarantine and social distancing, this may also include virtual events.

See what works best for you. Since your days will be busy, try to choose events that are fun for you—so you can have a great time and renew your energy while allowing pet owners to get to know the real you and how much you love animals.

Written by: Dr. Tammy Powell, DVM

Location and Real Estate Considerations When Opening a Veterinary Practice

When starting your own veterinary practice, location is one of the most important decisions you make.

Here are some considerations to help you pick the perfect place…

Where Do You Want to Be?

If you’re firmly rooted in your current location—due to family or a strong tie to the community—then go ahead and explore the options in your town or nearby within a reasonable driving distance.

But, if you’re more flexible, looking outside your city may present more options to choose from.

If you’re staying close to home, remember to look at the non-compete clauses of all the practices you’ve worked for recently. 

What Do You Need to Consider About Your Desired Location?

So, you have an idea of where you’d like your future practice to be. But, how do you know that location will be sustainable for your new business?

Evaluate your potential location(s) for…

• Visibility/prime location in the community. 

A high-traffic area may help new clients find you. But, a prime location can also be more expensive.

• Ease of access. 

Is it convenient to reach your practice from the road? Is there plenty of parking? Is there a spot for dogs to go to the bathroom?

• Is there enough space? 

Consider anything you might want to add in the future (such as a boarding facility)—will there be enough room on the property for this?

• What’s the veterinary community like? 

Is the area already saturated with the competition? Or, is there room for one more? 

What will differentiate your new practice from other veterinary businesses in the area?

• What’s the clientele like? 

Is the average income in the area consistent with the prices you’re planning to charge for your services?

• Which businesses are your neighbors? 

A dog grooming salon could be a perfect neighbor to form a mutually beneficial relationship with. On the other hand, sharing a wall with a club that plays loud music might not be good for keeping pets calm.

• Is the population growing or declining?

For many of these considerations, it’s best to work with a veterinary or start-up consultant. 

Do You Want an Existing Practice, Or Something Totally New?

Many experts report that existing practice is favored by lenders since there will already be an existing, provable business structure and cash flow. 

But, the disadvantage of this option is that it may be harder to make changes and create a practice that’s truly your own. Existing staff and clientele may be expecting things to be done the same way they’ve always been done.

Here are some important questions if you’re thinking about buying an existing practice…

• How was the asking price calculated? 

You’ll also have the chance to get your own valuation with a consultant, to be sure the price is appropriate.

• What’s included with the sale, and what isn’t? 

Don’t assume the x-ray machine and other equipment are included (and in good working order), only to find out they’re not.

• Why is the current owner selling? What are their plans for their own career after the sale?

• Are there any special terms or conditions?

Other buying options include:

• an existing non-veterinary structure

• or building your own practice from the ground up.

Each of these options has its own pros and cons.

When purchasing an existing non-veterinary building or unit, look into what sorts of renovations are needed to create space for major equipment, a surgery suite, exam rooms, etc.

This may be a good in-between option that allows you to build your own practice culture, and that’s less expensive than starting from scratch with a new structure—assuming the renovations aren’t price prohibitive. 

If you decide to build your own practice, you’ll have the most freedom in terms of seeing your own dream practice come to life.

But, this option can be very expensive, and it will take time to build a clientele. You’ll need a solid business growth plan to show lenders they can take a chance on you.

Should You Rent Or Buy?

Here are some things to consider about renting…

• A leased space may be less expensive than buying (according to some consultants, your loan will be half or even just a quarter as much as buying a practice).

• You may be limited in renovations and expansion potential.

• How and when will the rent go up?

• Are repairs (such as a plumbing leak) covered by you or the landlord?

When buying, think about these factors…

• Is the higher loan amount realistic for your immediate income needs?

• Will the current owner cover repairs that are needed right away? You certainly don’t want to buy a practice only to discover an expensive foundation or roof repair is needed!

How Do You Figure All of This Out?

If you’re working and have your hands full with a packed appointment schedule, you may be wondering how you’ll find the time to do all this research and make an informed decision.

That’s where the right consultant (or team of consultants) comes in. Experts you work with may include a: veterinary consultant, start-up consultant, veterinary practice appraiser/valuator, accountant, banker, architect, real estate agent, attorney.

Every situation is unique, so your list of consultants may look different than this. In general, try to find professionals who have experience with veterinary practices and understand the nuances of your industry.

All of this may take time, but it’s important to have patience. Rather than rushing into something that isn’t quite what you wanted, you’ll be excited the day you open the doors to your dream practice!

Written by: Dr. Tammy Powell, DVM