Sue, who is President of the European Society of Dermatology and an RCVS Specialist, says in a video interview that antimicrobial resistance (AMR) is making otitis externa cases difficult to resolve and that vets can help overcome the problem by rethinking their first line prescription choices.
In the video, created in conjunction with Elanco Animal Health (maker of Osurnia), Sue said: "It’s a sad thing to say but if everybody did manage cases of otitis externa appropriately first time, I probably wouldn’t have a job at all."
"Many of the cases I see as a referral clinician are longstanding cases with very severe, multiply-resistant infections. If we get these cases right on the first occasion with appropriate prescription of drugs, and we don’t hurt dogs so we can give ongoing treatment, then we’d never ever see pseudomonas infection again."
Sue believes part of the problem is that veterinary surgeons are incorrectly saving some of their best first-line treatments for difficult cases. This is perpetuating the antimicrobial resistance problem as cases are being inadvertently mismanaged.
She said: "Florfenicol, which is the active antibiotic in Osurnia, has excellent gram positive activity which makes it an ideal first line choice. However, there’s a misconception that florfenicol is a fluoroquinolone - which it isn’t - so vets are incorrectly ‘saving it’ rather than using it on the first occasion."
Sue also highlights that poor compliance, resulting from the patient’s behavioural problems associated with ear phobia, also has a long-term impact:
"We’ve seen many 'well behaved' dogs that have bitten their owners as a result of fear aggression; we’ve had dogs that have pinned their owners against the wall. I would argue very strongly that if you use long-acting products in dogs on the first occasion then you avoid creating that problem and these dogs don’t become difficult to medicate on a long-term basis."
Sue summarised two factors that vets need to consider when deciding on the appropriate treatment: the right active ingredients to target common first-line pathogens; and the method of application. She urged vets to consider using a long-acting product applied within the practice, removing the need for home treatment to reduce stress for both owner and the dog, improve long-term compliance and maximise clinical outcomes.
To hear Sue’s tips on how to treat cases of otitis, watch the video here – www.osurnia.co.uk
According to the company, participating practices more than doubled the number of blood pressure checks they conducted, within 12 months.
The CVS’ clinical improvement project initially looked at how effective its first opinion small animal practices were in screening older cats for hypertension.
In line with the veterinary industry norm, it found that less than two per cent of cats over the age of seven were receiving an annual blood pressure check.
This initial research also found that the common barriers to conducting blood pressure checks by vets and veterinary nurses in practice were due to time constraints, availability of equipment and simply remembering to discuss blood pressure checks with owners.
Each CVS site chose two people to lead the initiative at their site, to aid communication and delivery.
A document was created to help, providing background, aims, summary of resources and planning sections.
Contributory factors preventing delivery of blood pressure checks were outlined and practices were encouraged to identify additional barriers and resources needed.
A suite of resources were then produced to support the practice team - from reception to veterinary surgeons - in improving annual blood pressure check rates.
The resources included new clinical frameworks and veterinary guidelines on how to treat hypertension; in-practice educational resources to highlight the benefits of hypertension screening and information sheets and blood pressure diaries to help clients manage their pets condition.
To upskill and develop colleagues in how to identify and treat hypertension and resulting conditions, a collection of training materials was created and training sessions held.
These included a series of webinars which explained why hypertension is important to identify, how to overcome common challenges encountered when looking for hypertension in cats, how to use the ophthalmic exam to help diagnose hypertension and how to treat hypertension.
Three in-person CPD days were hosted with the support from Ceva six months into the project where feline specialists Sarah Caney and Samantha Taylor shared the latest evidence base in this field and practices were encouraged to share barriers, queries and tips, so that ideas could be taken away to make blood pressure screening a simpler process in practice.
Practices were also encouraged to organise lunch and learn CPD sessions, to share best practice and generate discussion within their team.
In addition, a website was created to host all resources in one place, including webinars, clinical frameworks, client resources, a discussion forum and data.
An audit of each participating practice’s blood pressure check data was conducted at the start of the project.
Results were then shared with each participating practice every month - including the total number of blood pressure checks performed each month and the percentage of cats over the age of seven who had an annual blood pressure check.
Twelve months after its nation-wide launch, results reveal that the number of blood pressure checks have more than doubled (110%) within participating CVS practices and an additional 5,984 blood pressure checks have been performed year on year.
A number of practices were able to implement systems that allowed them to perform over 40 blood pressures each month.
The number of cats on amlodipine (the first choice medication to treat hypertension in cats) increased by 303 patients year-on-year, hinting many more cats had been diagnosed with hypertension.
Kate Allgood, Hub Clinical Lead at CVS who was responsible for the hypertension clinical improvement project, said: “There is a huge benefit in treating hypertension.
"No one wants to see a cat suddenly become blind due to hypertension that wasn’t recognised in time.
"So many associated longer-term feline complications and conditions can be avoided if annual blood pressure checks in cats over the age of seven are routinely performed.
"Increasing blood pressure screening is not a simple task though, and this focus has allowed space and time for practices to give this topic the recognition it deserves; to identify and implement systems that make it easier to identify patients at risk, discuss with clients and perform these checks with ease.
"We have created a robust clinical structure, produced some easily accessible materials and supported our practices to make small and simple changes that add up.
"Our practices have done an outstanding job at delivering this project to date and I look forward to seeing what can be achieved in the future. We strongly believe that this work will contribute towards providing some of the best clinical care for cats in the veterinary profession.”
The study was a randomised controlled trial of client-owned dogs and cats presenting as emergencies and requiring intravenous catheterisation.
Patient signalment and mentation score were recorded.
Patients were randomly allocated to either a swab saturated with vapocoolant spray or a swab saturated with saline applied to the clipped area before intravenous catheterisation.
Indirect application of vapocoolant spray via a swab before catheterisation was not found to significantly reduce the reaction of dogs and cats, nor to improve placement success rates.
The study did demonstrate a significantly greater adverse response to vapocoolant spray application to the skin via a swab when compared with the saline control in canine patients; feline patients demonstrated adverse responses to both vapocoolant spray and saline swabs.
It is unclear if the technique of application used in this study provided sufficient cooling effect to provide the required cryoanaesthesia to influence patient reaction.
The authors say future studies should be used to determine optimal vapocoolant spray application technique in dogs and cats, as well as examine its application in other populations and procedures.
Nicola Di Girolamo, Editor of JSAP concluded: “Pragmatic, adequately-powered, randomised controlled trials like the one presented here are essential to evaluate whether an intervention is not only efficacious in a controlled environment, but also effective during clinical practice.”
Full article: https://onlinelibrary.wiley.com/doi/full/10.1111/jsap.13504
Reference
Trinder, R, Humm, K, Phillips, S, and Cole, L (2022) The efficacy of vapocoolant spray for the improved tolerance of catheter pain in emergency patients in dogs Journal of Small Animal Practice, Available at: https://onlinelibrary.wiley.com/doi/full/10.1111/jsap.13504
In the last four years, there has been an increase in the number of identified B. canis cases in the UK, which had previously been sporadic and isolated.
Data released by the Government shows that cases have risen from three reported before 2020 to 240 in the last three years.
Most dogs were either imported, had returned from holiday overseas, or been bred with an imported dog.
In 2022, the first UK case of dog-to-human transmission was reported, highlighting the risks to those handling and treating infected dogs and raising levels of concern within veterinary teams, although the BVA says the risk is relatively low.
The BVA, SPVS and BVNA joint policy calls on the Government to :
British Veterinary Association President Anna Judson said: “Vets are seriously concerned about the lack of adequate checks for potentially zoonotic diseases entering the country via imported dogs.
"Brucella canis is not currently considered to be widespread in the UK, so a proactive approach with an emphasis on reducing the risk of this and other worrying exotic diseases being brought into the UK is crucial.
“This is important both for the health of the UK’s dogs and the humans who care for them."
https://www.bva.co.uk/take-action/our-policies/brucella-canis
BCF Technology is offering up to 35% off a variety of ultrasound and x-ray equipment until the end of February.
The offers are available on x-ray generators and ultrasound products such as the Medison Sonovet R3, GE C5 and Zonare.
For more information, visit the BCF website: www.bcftechnology.com, or ring 01506 460023.
Offers end 24th February and are subject to availability.
The British Veterinary Association's Council has agreed unanimously to reject Animal Health's proposal to base fees for Official Veterinarians (OVs) on the available budget instead of an hourly rate, which the BVA negotiating team has been pushing for for some time.
The BVA team argued consistently for a professional fee for professional work and based its demands on the independent ADAS report and SPVS fees surveys. Animal Health proposed a matrix for TB testing fees based on the number of animals tested and the distance travelled and said that there would be no further discussion on an appropriate professional fee due to budget constraints. The BVA Council felt strongly that it could not accept a proposal that was based on a finite budget and did not respect the need for a professional fee for veterinary work.
BVA President Bill Reilly said: "While we understand the budget squeeze on Animal Health, BVA Council has taken a principled stand that vets should be paid a professional fee for a professional service, not a fee based on the available budget.
"With the launch of the draft Animal Health Bill last Monday we call on the Government to consider the central role OVs play in this new disease control set up and to provide sufficient funding. Launching the draft Bill, Defra's Minister of State spoke of partnership. OVs are such a partner, professionals integral to the disease prevention and control mechanisms. The country has a major disease problem in TB which requires professionals to ensure control and protection of the public and animals alike.
"Let me clarify that Animal Health will not be negotiating with individual vets - they will simply be paying at the same rate in 2010/11 as in 2009/10 and no guarantee that the budget will not be reduced in the future. Each individual veterinary practice will need to decide whether or not they wish to continue TB testing or other OV work."
The BVA and BCVA are advising members that they will need to take a decision in their own practice on whether or not it is financially viable for them to continue OV work.
Vétoquinol has announced plans to raise £10,000 for The Blue Cross pet charity through sales of Propalin, its fast acting treatment for incontinence in dogs.
From 1st July to 31st December this year, for every 100ml bottle of Propalin ordered, Vétoquinol will give 18p to The Blue Cross and 7p for every 30ml bottle.
To boost the amount raised for The Blue Cross, Vétoquinol is offering vets a free bottle of Propalin for every six bottles ordered of both the 100ml and 30ml sizes.
For example, if you order 18 100ml bottles of Propalin, you will receive 6 free bottles and The Blue Cross will receive £4.32.
Vanessa Rossiter, corporate fundraising officer for The Blue Cross said: “As a charity, The Blue Cross relies on donations to support our adoption centres and animal hospitals around the country. We are very grateful to Vétoquinol for their pledge to raise funds for the hundreds of needy animals in our care.”
According to Vétoquinol, Propalin is the UK’s best selling licensed veterinary treatment for urinary incontinence in the ***. It contains phenylpropanolamine hydrochloride, which acts to increase the tone in muscles that make up the urethal sphincter. It takes effect within 30 minutes of administration and, as a liquid, is highly palatable.
Intervet/Schering-Plough Animal Health has announced that it is re-introducing Equilis StrepE, the only strangles vaccine for horses in Europe. The vaccine was voluntarily withdrawn from the market in 2007 for stability reasons.
Equilis StrepE, which has already been relaunched in the Netherlands, is now scheduled to arrive in Italy in September and the United Kingdom in October this year. Further re-launches in European countries are scheduled later in 2010 and beyond.
According to Intervet/Schering-Plough, three years of additional research and development have resulted in several improvements to the vaccine, including a better manufacturing process to ensure that the product maintains its characteristics throughout its shelf-life. A more user-friendly applicator has been developed, which enables the needle to slot into place, thereby making it easier to administer the vaccine.
Equilis StrepE is administered through a submucosal injection in the upper lip of the horse and provides immunity for three months following two initial injections, four weeks apart. The vaccine significantly reduces clinical signs of strangles and occurrence of lymph node abscesses in horses that are at risk of infection.
Dr. Peter Daels, veterinarian at the Keros Insemination and Embryo Transfer Center in Beselare (Belgium) said: "In our recipient embryo transfer herd, we have used this strangles vaccine on over 500 mares. After a few applications, the vaccine was easy to administer and did not cause any serious side effects. Despite a steady flow of new horses, only eight cases of strangles were noted - all were mild and most were newly acquired horses that had apparently been exposed shortly before vaccination. I believe that the vaccine provided solid protection against the disease, reduced the severity of clinical cases and eliminated the risk of a widespread outbreak in our herd."
Dr. Roberto Ragni-Alunni, Global Technical Manager Equine at Intervet/Schering Plough Animal Health said: "The re-launch of Equilis StrepE in Europe is an important milestone in our efforts to fully meet the needs of our customers in the equine industry. We continue to work in a very intense and comprehensive way to ensure adequate supply of our equine vaccine range".
Grahame Gardner Ltd has announced the launch of a classically styled tunic, the M559, now stocked in bottle green for the first time.
The company says that although there have been numerous ladies tunics available in bottle green, this is the first time Grahame Gardner has stocked a male tunic in the characteristic veterinary colour.
The contemporary design of the M559 incorporates side fastening with the option of contrasting epaulettes, alongside practical pockets and side slits. According to the company, it's a tunic that looks great and performs exceptionally well in the veterinary practice. Stocked in sizes from 34" to 50" (chest), the M559 is one of several new styles introduced within Grahame Gardner's latest 124 page brochure.
To explore Grahame Gardner's collection please take a look at http://www.grahamegardner.co.uk/, or call 0116 255 6326 to order a copy of the new brochure.
A new veterinary charity is offering veterinary surgeons, nurses and others in the profession the chance to get fit and raise money for Hounds for Heroes, SPANA and the Pet Blood Bank later this year.
The Vet Charity Challenge (VCC) is looking for teams to take part in a one-day event, involving a series of physical tasks and puzzle-solving challenges along the way, so it requires a bit of brain as well as brawn. The course will feature walking / running, cycling and kayaking and anyone can take part at whatever fitness level.
As well as raising money for the charities, organisers say it will be a fun way to build up camaraderie among your colleagues outside of the work environment and also a local PR opportunity for your practice or business to enhance your community profile.
The event is expecting to raise in excess of £30,000 for charity, but organisers stress that it will need the support of and participation by the veterinary profession to ensure it is a success.
The challenge will take place on Saturday 15th September 2012 at the Royal Agricultural College, Cirencester and all details may be found on http://www.vetcharitychallenge.co.uk/. Alternatively, ring 01727 859259 for further information. The VCC says an early commitment to take part is essential and the fine detail of training can be worked out later. The VCC will provide training guidelines and help you and your team prepare itself.
The Vet Charity Challenge is sponsored by BCF Technology, Kruuse UK Ltd and Vets 2 and is supported by the VPMA, Mojo Consultancy and JCA Media Group.
The RCVS has removed 333 veterinary surgeons from the Register for non-payment of their annual renewal fees.
The final deadline for payment of the annual renewal fee passed on 31 May and the RCVS has written to those who have not paid to inform them of their removal from the Register. In 2013, 369 veterinary surgeons were removed from the Register for non-payment.
A list of the veterinary surgeons who have been removed - and who have not been subsequently restored to the Register - has today been published on the RCVS website (www.rcvs.org.uk/vetremovals2014).
This list is published to alert those veterinary surgeons who have not responded to RCVS communications to check their registration status, and to remind employers to check the registration status of their employees. The registration status of any veterinary surgeon or veterinary nurse can also be checked online at www.rcvs.org.uk/check-the-register.
Any veterinary surgeon whose name appears on the list who believes they have paid their fee should contact the RCVS Finance Department as soon as possible on 020 7202 0723.
Veterinary surgeons and employers are reminded that, under the Veterinary Surgeons Act, it is illegal to allow anyone who is not on the RCVS Register to practise veterinary surgery. They can also no longer use the postnominal 'MRCVS' and any professional indemnity insurance the veterinary surgeon may have is also rendered invalid.
Further information about restoration to the Register, and a restoration application form, can be found at www.rcvs.org.uk/registration or by contacting the Registration Department on membership@rcvs.org.uk or 020 7202 0707.
In order to be restored to the Register, veterinary surgeons must pay a fee of at least £299, in addition to the outstanding annual renewal fee. The restoration fee increases each successive year a removed member remains off the Register.
Burgess Pet Care has announced that it'll be running Rabbit Awareness Week (RAW) from 9th - 17th May.
Last year, almost 3,000 veterinary practices signed up to participate in the initiative by offering free health checks for rabbits for the whole of May.
Burgess points to a study published at the end of last year: The current state of welfare, housing and husbandry of the English pet rabbit population, which was conducted by researchers at the University of Bristol for the RSPCA. Dr. Jane Tyson, Rabbit Behaviour and Welfare Expert at the RSPCA, said: "The study showed that 59% of rabbits live in hutches and less than a quarter of rabbits have continual access to an exercise area*. Rabbits should have constant access to an appropriate exercise area to allow them to exhibit their natural behaviours and for their mental and physical wellbeing."
The report highlights the need to educate rabbit owners on the housing, exercise and foraging needs of rabbits, so the focus of RAW this year is on improving rabbits' environment.
Other organisations partnering with Burgess for the initiative include: MSD Animal Health - the producers of Panacur Rabbit, the RSPCA, the PSDA, the Blue Cross, Wood Green and the RWAF (Rabbit Welfare Association & Fund).
Suzanne Moyes, Veterinary Manager at Burgess Pet Care, said: "It is fantastic that RAW keeps on growing and is going from strength to strength. We hope to increase the number of vet practices, rescue centres, schools and retailers signing up this year and attract new corporate partners to make it even bigger and better.
"The sole aim of RAW is to educate owners about responsible rabbit ownership and improve the wellbeing of one of Britain's most popular pets. It couldn't be easier for vets to sign up to offer free health checks and help us educate the nation on rabbit health and welfare."
Vets, rescue centres, schools and retailers can sign up to RAW 2015 by visiting, www.rabbitawarenessweek.co.uk. Supporters will receive free support kits which include posters and leaflets.
Melvyn was instrumental in shaping the success of the Trap, Neuter, Return, method of controlling feral cat populations. After meeting 60's supermodel Celia Hammond, scientist Dr. Jenny Remfry, and Peter Neville, a research biologist for UFAW, acted on their requests for better and more humane traps and engineered his first trap - the Eziset.
Melvyn went on to develop a dog grasper and a wide range of other handling products widely used in veterinary practice. He then developed the Mikki Muzzle, on the back of which he launched Mikki Pet Products, adding a range of grooming products.
In 1998, Melvyn sold Mikki to focus on his real passion – developing high welfare animal handling equipment and products sold via MDC Exports.
Ian MacFarlaine RVN said: "His impact on the veterinary world is only eclipsed by how much of a contribution he's made to animal charities globally, not just in inventing stuff, but then discounting it readily (through good and bad economic times) and then if that wasn't enough, giving thousands of pounds worth of it away at the ICAWC conference every year.
"If you were privileged enough to know him well, then you'll miss the kindness, the mischievous humour and the occasional bad taste joke. But I can guarantee that a little bit of Melvyn is there in each and every one of your practices in the form of one piece of equipment or other."
The sessions will allow members of the profession to find out about upcoming College projects and put questions to the RCVS Officer Team, RCVS Council members and senior staff, in a friendly, informal atmosphere.
The first event is taking place at the Hilton Glasgow on William Street at 6:30pm, where there'll be supper and drinks before the main event at 7:30pm, when RCVS President Melissa Donald, RCVS Treasurer Niall Connell, RCVS Senior Vice-President Kate Richards, Junior Vice-President Sue Paterson, VN Council Chair Matthew Rendle, RCVS Registrar Eleanor Ferguson and RCVS CEO Lizzie Lockett will update everyone on College activities and take questions.
The College says that the topics for discussion will be up to the audience but are likely to include workforce issues, the review of RCVS guidance on under care, proposals for legislative reform, VetGDP and the future of extra-mural studies.
Melissa said: “In my opening speech as RCVS President I said that one of the key missions of my presidential year was to talk – and especially listen – to as many members of the professions as I possibly can.
“Relaunching our question time programme after a hiatus will give me the opportunity to do exactly this, as well as giving members of the professions that all-important opportunity to put their questions and concerns directly to us.
"We might not be able to address every problem, but these events give an excellent opportunity for vets and nurses to raise issues, forge connections with their peers and work together to find solutions.
“I hope that many of you will be able to come to our first in-person event in Glasgow but we will also be holding these question times virtually in the future for those people who may struggle to make it to these evening events.
"Rest assured – if you want to be heard, we will find a way to listen.”
The next in-person event is due to take place in Nottingham in January 2023 while the first virtual question time will take place in November 2022.
To register for the Glasgow event visit: tinyurl.com/22pem3d6
The VetCT teleconsulting service, which can be accessed via the web and an app-based platform, provides advice from a specialist team.
Typically advice is provided as a written report within 24 hours, with options for text chat or telephone conversations when vets may want to discuss the case with a specialist.
The service can be accessed on a pay-per-case or subscription basis.
Until now, follow-up advice had been capped at two weeks.
Internal medicine specialist and Head of Teleconsulting at VetCT, Kate Murphy, said: “We are delighted to be extending our support for cases that require ongoing management, such as endocrine disorders or complex wound management.
"Our clients have fed back how valuable it will be to partner with us longer term for these patients, to provide guidance and reassurance that care is being optimised and help to keep owners engaged and happy.”
welcome.vet-ct.com/sales
The first course will be overseen by Jodie Hughes, an RCVS and European specialist in anaesthesia and analgesia. The hospital’s inaugural resident will be Luisa Oliveira (pictured right), who earlier completed a rotating internship at North West Veterinary Specialists in Cheshire, and, more recently, an anaesthesia-specific one at NDSR.
Jodie said: “Luisa’s residency will comprise mainly the provision of anaesthesia to multiple animal species, ranging from the ‘simpler’ procedures to the most critical and complex, which we frequently encounter in our interventional cardiac procedures and emergency work.
“A significant component of the training will involve the management of pain, both in the acute setting (in the peri-operative period) and in the chronic setting, whilst dealing with our pain clinic patients.
“Luisa will also be trained in the management of emergency and critical care patients and will undergo rotations in other services to better grasp their requirements.
“As we work exclusively with dogs and cats, we will work in close collaboration with several other hospitals in the UK and continental Europe, to complement Luisa’s training with other species.
“As part of this, Luisa will be exposed to multiple advanced techniques, including ultrasound-guided regional nerve blocks and interventional procedures in our pain clinic.
Luisa said: “This is a fantastic opportunity for me to work alongside an incredibly experienced and skilled team at NDSR.
The training programme has been developed by Rui Pinelas, RCVS and European specialist in anaesthesia and analgesia at NDSR, who is optimistic there will be further training opportunities in the near future.
Rui said: “This was something NDSR has been keen to implement for some time and we had been having ongoing discussions to choose the perfect time.
“In terms of logistics, it took around three months for us to set up this anaesthesia residency, which was largely spent organising our partnerships with the other training facilities and undergoing an evaluation as to whether our facilities and case load would meet the specialist board’s strict requirements, which we are delighted they did.”
Nominees for the RCVS Council and its Veterinary Nurses Council have been announced, with 13 candidates for the former and four for the latter.
The nominations closed on 31 January, and the following are standing:
RCVS Council
* denotes current RCVS Council member
VN Council
* denotes current VN Council member
The British Veterinary Association has appointed David Calpin as its new Chief Executive. David joins the BVA from Defra, where he was a Deputy Director and has held a number of senior management roles. David's policy responsibilities have included climate change, GM crops, sustainable land management, and, most recently, bovine TB. For a period last year David was Acting Director for Animal Health and Welfare in Defra.
David has been in the senior civil service since 2005, and has substantial experience of both staff and financial management. He spent two years working in Brussels representing the UK Government in EU negotiations, and has lived and worked in France, South Africa and Brazil. Prior to joining the civil service, David worked for Barclays Bank.
BVA Chairman Derek Williams said: "David's appointment comes at a very exciting time for the BVA as we respond to the challenges set out by our members in our membership research 'Your BVA, Your Say'. David has a proven track record as a senior manager, extensive experience of managing stakeholder relationships, and an excellent understanding of the political climate in the UK and Europe; all of which will ensure BVA continues to thrive and to represent members effectively."
David Calpin said: "I'm delighted to be joining the BVA. I've worked closely with the BVA in my previous roles and have been hugely impressed. I also know that no organisation can afford to stand still, and that the BVA needs to keep pace with changes in the veterinary profession.
"I'm really looking forward to the challenge of leading the BVA through a period of change to become an even more effective voice for the profession and providing services that members value. I have a lot to learn and I'm keen to get out and about to meet as many people as possible and to hear first-hand what the profession wants from the BVA."
Zoetis has launched a new training programme for veterinary practices which explores every aspect of the 'client journey' - from 'pre-owner' to 'Lost' - and explains how to deliver an outstanding client experience.
The Client Experience Development Programme is divided into nine training modules which vary in length from one to five and a half hours. The whole programme can be completed in two days under the guidance of a Zoetis business consultant.
The programme breaks down each element of the client journey, from attracting new pet owners into the practice and making the right impact on new customers, to keeping long-term customers loyal.
Nick Steele, national consulting manager at Zoetis, said: "We believe that calling a practice's pet owners clients or customers is a misnomer. They are consumers because they not only purchase a practice's products and services but they also experience them and the consumer's interpretation of their experience can really affect the brand. What's more, the reality of today's information-rich environment is that consumers can experience a practice without the practice even knowing about it.
"Google have coined the term 'Zero moment of truth', which alludes to all the different points of contact a consumer can have with a product or service before physically experiencing it. The average shopper uses 10.7 different sources of information before making a decision on what product or service to use.¹ This means they may have disregarded a practice before the practice knew the consumer even existed."
The concept of the client experience is introduced with some interesting statistics which emphasise its importance. For instance, a typical business hears from only 4% of its dissatisfied customers, 96% just go away and 91% will never come back². What's more, a dissatisfied customer will tell 9-15 people about it and approximately 13% will tell more than 20 people about their problem.³
Drawing on concepts like 'The Fred Factor', which focuses on four key principles of customer care, the training programme explains how every employee can make the difference from the moment clients arrive.
Nick added: "Consumers are all powerful to veterinary practices so it is essential that the client experience is an exceptional one. Our business consultants have been trained to deliver the Client Development Programme to all types of veterinary practice to ensure that they attract as many clients to the practice as possible and keep those clients happy once they are there."
For more information about Business Consulting from Zoetis telephone 0845 519 4977 or contact your account manager.
References
Lucy Evans and Jamie Hollis, who work in the RCVS Professional Conduct Department, will join RCVS Trust Director Cherry Bushell to raise funds in the British 10K London Run on 12 July.
None of the three runners have run any kind of race since their school sports days - and are appealing for support as they aim to raise at least £300 each for the Trust.
To sponsor a runner, you can log onto http://www.justgiving.com/rcvstrust and, if you are a UK tax-payer, this also means the Trust gets your tax back. Or, if you prefer to send a cheque, sponsorship forms are available from info@rcvstrust.org.uk or 020 7202 0743.
Lucy said: "The RCVS Trust is a great charity which supports veterinary education and has specialist library and information services for vets and VNs to use. Small charities like the Trust can get overlooked in big fundraising events so I'm glad to be able to help out - even if the thought of running 10K is a bit daunting!"
The race will be broadcast through the British 10K London Run website: http://www.thebritish10klondon.co.uk/.
Annual renewal fees for veterinary surgeons will remain at the same level as in 2021: £364 for UK-practising members, £182 for members practising outside the UK and £60 for non-practising members.
The removal of the alternative fee payment arrangements means there will no longer be the option to pay in instalments and the fee needs to be paid in full by the usual deadline of 1 April.
RCVS Treasurer Niall Connell said: “We understand that many veterinary surgeons and veterinary nurses will have been impacted financially over the last couple of years, and we appreciate that this has been a very difficult time for the professions.
"We are pleased that we are able to keep fees static for a second year running, whilst maintaining a strong programme of strategic projects that help to set, uphold and advance standards within the professions.”
Topics covered will include practical applications of enrichment for zoo species, options for reproductive control in pet ferrets, challenges of exotics out-of-hours care, veterinary care of invertebrates and decision-making in wildlife cases.
The Association says that this year, there will be a greater focus on masterclasses, practical sessions and roundtable discussions, and that there will be plenty of new research, case reports, case series and the most recent advancements in the field of zoo, wildlife and exotic animal medicine.
There will be dedicated streams covering zoo health, nursing, exotic pets and wildlife health, together with a stream for students and new graduates.
The social programme includes the student-mentor mixer, a wine and canapés evening, a gala dinner and silent disco.
Registration fees have been held at the same level as 2019: tickets for non-members range from £410 for one day, to £760 for all three; members get a discount.
www.bvzs.co.uk
The research is being carried out by James Glass MRCVS (pictured), a PhD researcher working in the Suicide Behaviour Research Lab at the University of Glasgow, supervised by Professor Rory O'Connor - current president of the International Association for Suicide Prevention.
To take part, vets and student vets are being asked to complete a 15-25 minute survey, which must be done in one sitting.
Survey answers are strictly confidential.
Everyone is invited to participate, regardless of whether or not you have experienced suicidal thoughts, however James cautions that some of the questions may be upsetting for anyone currently experiencing suicidal feelings, and emphasises that participants are free to withdraw from the study at any point by closing the webpage, whereupon any answers already submitted with be discarded.
The study is open until 31st December 2024.
https://tinyurl.com/StudyTeamVet
Congratulations to VetSurgeon members Mike Martin, Malcolm Ness and Mark Patteson, who were amongst the winners of the 2010 BSAVA Annual Awards.
Mike Martin actually collected two awards this year: The Dunkin Award for the author of the most valuable article published in the Journal of Small Animal Practice (Canine dilated cardiomyopathy: a retrospective study of signalment, presentation and clinical findings in 369 cases), and the Blaine Award presented by Royal Canin for outstanding contributions to the advancement of small animal medicine or surgery.
Malcolm Ness won the Simon Award for outstanding contributions in the field of veterinary surgery.
Mark Patteson picked up the Melton Award, presented annually by Royal Canin for meritorious contributions by veterinary surgeons to small animal veterinary practice.
Other winners included Iona Mathieson (Frank Beattie Travel Scholarship), Anne Vaughan-Thomas (deceased) (Amoroso Award), David Church (Woodrow Award), Luke Gamble (J.A. Wright Memorial Award), Olaf Reinhard Schaaf (Petsavers Award) and Steve Withrow (Bourgelat Award).
Ian (pictured right) qualified from Glasgow University and has a master’s degree in veterinary parasitology. He is head of ESCCAP - the European Scientific Counsel Companion Animal Parasites (ESCCAP) UK and Ireland, guideline director for ESCCAP Europe and editorial board member for Companion Animal. and VetCPD Journal. He is also a practising vet and co-owner of The Mount Veterinary Practice in Fleetwood, Lancashire.
Lockdown has seen a rise in the numbers of dogs and cats in the UK, including imported pets. Horiba says some of these are coming in via the official route, which includes preventative measures to reduce health risks. However, many are moved outside of UK regulations and some will become ill in the days or even months after they arrive. Ian will explain how timely, accurate testing will help detect the threat to these animals.
Lisa Martin from Horiba said: "I hope that as many veterinary surgeons, nurses, students and support staff as possible will join us for our Educational Premiere! We are looking forward to this first webinar in our veterinary CPD series, with expert Ian Wright highlighting the best ways to keep pets and people safe. Join us on 1st July at 7.30pm to hear more and to ask Ian your questions on this very topical subject. Dress code: casual."
To register, visit: https://attendee.gotowebinar.com/register/5429203015286962191