Tatiana graduated from the University of Trás-os-Montes e Alto Douro, Portugal in 2005.
She worked for more than 10 years in general practice in Portugal, where she dedicated most of her time to dermatology.
She started a three-year residency in 2016 at the at the Hospital Clinic Veterinari of the Fundació Universitat Autònoma de Barcelona and became a diplomate of the ECVD in 2020.
Tatiana’s appointment means NDSR will now offer a specialist-led dermatology service five days a week.
Tatiana said: “I am so excited to be a part of such an amazing multi-disciplinary hospital like NDSR.
“It’s not often that you come across hospitals which have all the equipment and services at hand to provide expert diagnosis to animals quickly and efficiently.
“My mission is to build on NDSR’s excellent service to primary care vets and pet owners in the region and hope that we can continue to act as a real extension of their teams.”
Gerry Polton, clinical director at NDSR, said: “Tatiana is clearly a very experienced and respected dermatologist and we are so pleased she has joined NDSR."
For more information, visit www.ndsr.co.uk/home.
Following a nationwide search to find the UK’s top veterinary professionals for 2008 and judged by an independent panel of experts, Petplan has announced the winners of the prestigious Petplan Veterinary Awards, which were presented at a black-tie gala dinner on 3rd April in Birmingham.
The winners of the awards, which acknowledge achievement in the veterinary world, are: VET OF THE YEAR Brian Faulkner of the Melton Veterinary Surgery, Woodbridge Brian’s understanding and compassion for his clients’ pets impressed judges. He receives literally hundreds of cards and letters expressing appreciation for his efforts, care and dedication and can deliver devastating news with the gentlest touch. Brian, often known as ‘Uncle Brian’ by his clients, continuously goes over and above the call of duty and fully deserves the title ‘Vet of the Year 2008’.
VET NURSE OF THE YEAR Louisa Baker of the Priors Leaze Veterinary Centre, Chichester The judges believe that Louisa is an excellent role model for those interested in veterinary nursing. She spends quality time supporting and training those around her and has the unusual ability to win people over instantaneously with her kind and gentle manner. Louisa shows a deep-rooted compassion for owners and their animals and truly deserves the title of ‘Veterinary Nurse of the Year’. According to her clients, friends and colleagues she is “one in a million”.
VET RECEPTIONIST OF THE YEAR Margaret Gait of Cinque Ports Veterinary Associates, Lydd Margaret has worked at Cinque Ports Veterinary Associates for 15 years, and is now a popular, much loved member of the local community. She is a hard working, conscientious team player, who isn’t afraid to get her hands dirty – and often stays late to help with emergencies or to clean up after surgery. She constantly goes the extra mile and Petplan is delighted to name her ‘Vet Receptionist of the Year’.
VET PRACTICE OF THE YEAR Orwell Veterinary Group, Ipswich Orwell Veterinary Group was described as having a number of ‘remarkable’ qualities by the panel of judges. The high level of customer care, staff’s dedication to continued professional development and the emphasis on developing strong client relationships were all described as exceptional.
Charles Bagnall, the practice owner and practicing vet, explains: “I am very proud of what my brother, I and our dedicated team have achieved over the past 14 years – we have built a well recognised and respected multi-centred practice and accredited veterinary hospital, while still providing friendly, professional and personal care.”
SPECIAL RECOGNITION AWARD In addition to these awards, a Special Recognition Award, voted for by the general public, was also presented to Matt Brash who has become a popular TV vet. More recently, Matt’s ITV series, ‘Zoo Vet’ and ‘Zoo Vet at Large’ have received widespread appeal the world over.
Matt explains: “I am absolutely delighted to have received this award for my work in the
Sanofi-aventis and Merck & Co., Inc. announced today that Sanofi-aventis has exercised its option to combine Merial with Intervet/Schering-Plough, Merck's Animal Health business.
The new joint venture will be equally-owned by Merck and Sanofi-aventis. The formation of this new joint venture is subject to execution of final agreements, antitrust review in the United States, Europe and other countries, and other customary closing conditions. The completion of the transaction is expected to occur in approximately the next 12 months.
Richard T. Clark, Merck Chairman, President and Chief Executive Officer said: "Merck has been in the animal health business for well over six decades and through this new joint venture, we will bolster our diverse portfolio and create a new global competitor poised for growth.
"This new joint venture delivers on Merck's commitment to customer focus by creating one of the broadest portfolios of animal health products and services in pharmaceuticals and biologics for millions of customers who include farmers, veterinarians and pet owners. The planned joint venture will have an attractive geographical network of global technology and expertise to provide health solutions based on customers' needs, which often vary regionally."
The worldwide animal health market reached $19 billion in 2008. Products for companion animals accounted for 40 percent of total sales while products for production animals accounted for the remaining 60 percent of total sales. This market is expected to grow at around 5 percent per year over the next 5 years, driven by a growing demand for animal proteins, as well as a strong consumer needs for companion animal health care.
The companies said that both Merial and Intervet/Schering-Plough will continue to operate independently until the closing of the transaction.
Dechra Veterinary Products has produced a pair of presentations, aimed at pet owners, for vets to use in receptions and at client events. The presentations cover canine hyperadrenocorticism, aka Cushing's syndrome, and feline hyperthyroidism.
Matthew Olsen, Product Manager, said: "We are committed to delivering a wide range of support materials and tools to enable vets to provide help and information to their customers. We have developed an owners' booklet on both Cushing's and hyperthyroidism and have now backed this up with PowerPoint presentations for vets to use with their clients. Some veterinary practices are using technology to revolutionise waiting room displays and we have responded to their needs by producing a presentation they can use on their waiting room information screens."
The Dechra Hyperadrenocorticism presentation covers what Cushing's is, what causes it and what owners need to look for. The presentation also explains the treatment options available. The Hyperthyroidism presentation details what the condition is and gives information on the thyroid gland. It highlights what cat owners need to look out for, including weight loss in spite of a ravenous appetite, increased fluid intake and increased restlessness. The presentation also advises people of what to do should they suspect their cat has hyperthyroidism and what the treatment options are.
Garden Lodge Veterinary Clinic in Holywood, County Down, has used the Hyperthyroidism presentation at both its practices. Partner Tom Fitzsimons said: "We have used the presentation on our reception information screens. The presentation has raised owners' awareness and shown them it is a manageable condition. It's led to an increase in the number of cats we are now testing for Hyperthyrodism. We also plan to run the Cushing's presentation in the future."
Veterinary Practices interested in getting hold of a free copy of the Hyperthyrodism and Hyperadrenocorticism presentations should contact Matthew Olsen at Dechra on 01743 441 632 or email matthew.olsen@dechra.com
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
Vetoquinol - makers of the NSAID Cimalgex - has announced the launch of its updated website www.CiMyDog.co.uk.
The company says the website has been developed to provide reliable online information about pain in dogs to cater for the increasing needs of pet owners and vets.
The website has two sections. The first is a pet owner focussed, educational tool which takes the visitor on a journey through the process of pain; from spotting the signs of pain all the way through to ways of relieving pain, culminating in the recommendation that the visitor seeks advice from their veterinary practice.
The second section requires registration as it contains more in depth information on the pain process and potential treatment options available, this section is for veterinary professionals only. Also on this section of the website there are many scientific abstracts related to pain and treatment with links to enable the veterinary visitor can view this peer reviewed material.
Robert Simpson, Cimalgex Product Manager said: "The internet is a very powerful tool in terms of increasing education, especially in areas such as canine pain. Unfortunately there can also be a lot of misinformation online and so we felt it was important for Vetoquinol to try and redress the balance by producing www.CiMyDog.co.uk. This can be used as a reliable and up-to-date resource by pet owners and veterinary professionals alike. -
www.CiMyDog.co.uk is a very interactive site which aims to demystify the pain treatment process, ensure pet owners look out for behavioural signs of pain and looks to improve overall canine health with assistance from their veterinary practice. We hope that this will be a valuable resource to which vets can refer their pet owners."
There are nine candidates standing in this year’s RCVS Council election, including five existing Council members eligible for re-election and four candidates not currently on Council. They are:
Dr Linda Belton MRCVS
Dr Niall Connell MRCVS
Mr John C Davies MRCVS
Dr Joanna (Jo) Dyer MRCVS
Professor Timothy (Tim) Greet FRCVS
Professor John Innes FRCVS
Dr Thomas (Tom) Lonsdale MRCVS
Dr Katherine (Kate) Richards MRCVS
Mr Peter Robinson MRCVS
Following the changes made to the College’s governance arrangements last year, after a Legislative Reform Order changing the size and composition of Council was passed by Parliament, there will be only three elected places available for the candidates, as opposed to six in the years prior to the governance changes.
Ballot papers and candidates' details are due to be posted and emailed to all veterinary surgeons eligible to vote during the week commencing 25 March, and all votes must be cast, either online or by post, by 5pm on Friday 26 April 2019.
In order to give the electorate a better idea of why each candidate is standing and ask them for their views on particular issues, this year the College is again inviting members of the profession to 'Quiz the candidates' by putting their questions directly to the candidates. Each candidate will be invited to choose two questions to answer from all those received, and produce a video recording of their answers.
Recordings will be published on the RCVS website and YouTube channel (www.youtube.com/rcvsvideos) on the week the election commences.
The biographies and statements for each candidate in the RCVS Council election can be found at www.rcvs.org.uk/vetvote19.
Vets should email their question (NB only one per person) to vetvote19@rcvs.org.uk or send it to the College’s Twitter account @theRCVS using the hashtag #vetvote19 by midday on Monday 4 March 2019.
Instead of the traditional format, where one expert, perhaps two, come and lecture on a subject, IVC has gathered together experts from different disciplines to give their differing perspectives on a subject, each talking for 30 minutes.
For example, you'll be able to hear about BOAS surgery from the perspective of a Specialist in Small Animal Internal Medicine, an anaesthetist, a Specialist in Small Animal Surgery and a Specialist Surgical Nurse.
Collapse will be covered by a neurologist, a cardiologist and an ECC specialist.
IVC says the aim is to make the sessions as concise and to-the-point, but as practical as possible, and you'll be able to come and meet the speakers on the stand afterwards.
Richard Artingstall (MBA, MA, Vet MB, CertSAS, MRCVS, RCVS Advanced Practitioner in Small Animal Surgery) from Vale Referrals and the IVC Evidensia Referrals Strategy Group, said: "Working our Referrals and Equine streams like this gives delegates the opportunity to gain a real insight, from different disciplines, into how our specialists work up a case.
"The lectures will offer practical, discipline-based guidance, looking at clinical presentations and problems from different discipline perspectives. Our hope is that this will help delegates in decision making and planning case management plans for these more tricky case presentations in practice. I think it will be incredibly useful for them and I can’t wait to be there."
More information: https://london.vetshow.com/ivc-clinical-theatre
A quick survey of VetSurgeon members1 has found that of those that didn't vote in the 2011 council elections, 37.9% 'did not believe that voting in the RCVS elections will have any impact on my working life'
However, as Wynne Richards pointed out, decisions made by the RCVS, or which have involved the RCVS have had a seismic impact on the profession over the years, things like:
... and so on, and so on.
So perhaps the issue is not whether or not the College is relevant to the working lives of its members. Clearly it is. More to the point, the College and its Councillors need to find ways to engage more with the profession and better demonstrate how the decisions it takes on the issues of the day will impact on its members.
This message is further hammered home by the 26% of voters who didn't vote because they: 'considered the candidates' manifestos / forum posts, but did not feel that any of the candidates deserved my vote'. Again, if the councillors had concentrated on explaining why their work would make a difference, perhaps that number could have been improved.
Of the remainder, 21% 'forgot', 8.7% 'didn't have the time to consider who to vote for, and vote', 4.9% gave other reasons. Again, all things which might be improved if members felt that the RCVS was relevant to their working lives.
1% 'weren't aware that the elections were taking place'.
One wonders if that 1% knows that Clement Attlee is no longer the Prime Minister.
1. VetSurgeon Poll 6th May - 8th August 2011. 103 respondents.
There are 10 candidates standing for the three available elected places on RCVS Council.
The candidates are:
The biographies and election statements for each candidate are available at www.rcvs.org.uk/vetvote23.
Ahead of the start of the election in mid-March, the RCVS is asking veterinary surgeons to email questions for candidates to: vetvote23@rcvs.org.uk in order to better understand them and their views.
You have until Friday 24 February 2023 to submit your question.
The voting period for RCVS Council opens on Monday 13th March and closes at 5pm on Friday 21 April 2023.
Canine Arthritis Management says the service is designed to help address issues with the traditional veterinary care approach, such as short consult times, significant workplace pressure and lack of understanding of the caregiver.
The service offers expert consultations through which veterinary professionals and other caregivers can confer with a dedicated team of experts in canine arthritis for the latest insights and treatment strategies.
The telehealth service can also supplement the veterinary consultation, giving extra time to create personalised care plans for clients, tailored to their dog's specific needs.
Canine Arthritis Management says its care plans are designed with a holistic approach, considering not only the medical requirements of the dog but also its living environment and lifestyle.
Canine Arthritis Telehealth also offers ongoing support and educational resources.
Canine Arthritis Management Founder, Hannah Capon MRCVS said: “One of the biggest misunderstandings surrounding osteoarthritis is that it is simple to manage.
"It is not.
"The long term, waxing and waning nature of the disease, combined with the financial and physical commitments, leads to emotional exhaustion for the caregiver.
"Combining this with a lack of understanding of the disease, confusion regarding the myriad of ways to address it, and anxiety surrounding the future, caregivers of animals with chronic disease need more support, and that is exactly what this service offers.”
caninearthritisteleguidance.co.uk
LacriProtect is designed to increase the depth of the tear film in the management of dry eye, during anaesthesia, or in case of irritation.
It contains a carbomer-based formula in individual, resealable single-use pipettes, so that each application is hygienic and free from cross-contamination.
This, says Samaxia, is particularly useful in clinical settings.
Lacri+ contains 0.4% cross-linked sodium hyaluronate and urea, and is designed to hydrate, lubricate and protect the ocular surface.
It comes in a multi-dispense bottle with a tip-seal mechanism and multilayer filtration to ensure sterility and give a shelf life of three months after opening.
https://www.samaxia.com
Each charge related to fraudulent pet insurance claims that Mr Johnston had made for the treatment of animals when he was in practice in Banbridge, County Down, two of which were fictitious, and where he had arranged for the insurance claims to be diverted and paid into a personal bank account, rather than the practice’s bank account.
At an initial hearing, which concluded on April 2022, Mr Johnston had admitted all the charges against him as well as admitting that his conduct was dishonest and amounted to serious professional misconduct.
The Committee was satisfied that his conduct amounted to serious professional misconduct, with Committee Chair Paul Morris saying: “The Committee has no hesitation in concluding that the respondent’s dishonest conduct will have severely undermined the confidence of the public in the veterinary profession and, further, that his conduct fell far short of the standards and conduct properly to be expected of a member of the veterinary profession.
"The Committee is satisfied that this conduct by the respondent brought the profession into disrepute.”
The proceedings were then adjourned to allow a psychiatric report and other mitigation to be prepared.
At its resumed hearing in November 2022 the Committee considered what sanction to impose in relation to Dr Johnston’s actions.
At this point, the Committee decided to postpone its decision on sanction for a period of two years on the condition that Dr Johnston enter into undertakings to the Committee including refraining from any form of gambling, subjecting himself to a close regime of support and supervision, and repaying some of the sums he had defrauded.
The hearing reconvened in October 2024 to decide on an appropriate sanction.
The Committee noted that Mr Johnston had complied with the undertakings and provided the Committee with the interim reports required of him.
He also continued with the therapeutic interventions and programmes specified, as well as implemented measures designed to minimise the risk of a relapse into gambling.
The Committee also noted that reports from the gambling support services, to which Mr Johnston had signed up, all spoke positively about his involvements and confirmed the progress he had achieved in managing his addiction.
The Committee also took into account a psychiatric report as well as evidence under oath from Mr Johnston’s wife who confirmed his compliance with the undertakings.
As a result, the Committee was satisfied that the prospects of a repeat of the conduct which led to the charges laid against Dr Johnston were now greatly reduced.
The Committee said it was less impressed with the evidence provided by Mr Johnston.
While he had largely complied with the letter of the undertakings he gave in 2022, it remained troubled by his apparent unwillingness or inability, on account of lack of effort, to fulfil the assurances previously given that he was in the process of changing his name to Johnston, from Fegan, on official documentation in order to be consistent with his legal name, when he had not done so.
The only formal name change in place was on the RCVS Register, and he had failed to alter his name on his driver’s licence, on his registration with the Veterinary Council of Ireland, his passport, bank accounts, and one of his email addresses.
As a result, the Committee did not find Dr Johnston to be an entirely satisfactory witness.
Paul Morris, chairing the Committee and speaking on its behalf, said: “Having made the progress that he has over the period since the commission of the charges found proved in 2019, the Committee considers that the imposition of a sanction of suspension on top of the period of postponement would be excessive, in the particular circumstances of this case.
“For the same reasons, as stated above, it is considered that it would be excessive now to impose a sanction of removal from the register.
“That process of reasoning has driven the Committee to the conclusion that the sanction of a reprimand and warning as to future conduct is what the facts and circumstances of this case call for.
"That is because the respondent can be under no illusion about the outcome were he to appear again before this Committee.
"A failure to take advantage of the exceptional course adopted by this Committee on this occasion would be regarded as a serious aggravating factor were he to appear before the Committee at any time in the future.”
https://www.rcvs.org.uk/concerns/disciplinary-hearings
Over half way through Intervet's National Vaccination Month, and according to the company, over 2100 practices are taking part.
Various statistics the company has released, which you might find interesting:
Nearly two thirds of all vet practices have seen parvovirus, in the past year, while 43% have seen leptospirosis, which is spread by rats.
62% of pet owners consider their animal to be an extremely important member of the family with over half (58%) buying them Christmas presents and over one in four (27%) taking time off work for their pet.
However, only 56% of these pets were vaccinated and around more than quarter (28%) of owners were unaware of any disease risk.
Currently, 3 million dogs, 6 million cats and 1.8 million rabbits are unvaccinated, leaving them at risk of a range of fatal diseases, many of which are untreatable.
Intervet has put together an impressive range of support materials for National Vaccination Month, including a pet-owner website: http://www.vaccinationmonth.co.uk/, a discount voucher scheme (on the website) for use in participating practices, TV advertising and a Vaccination Month Podcast primarily aimed at owners.
Intervet/Schering-Plough has announced that the license for Leptavoid-H has been improved allowing concurrent use with Bovilis BVD.
Intervet/Schering Plough says that given both vaccines are typically administered in the busy pre-turnout period, this will ease on-farm workload and should help to ensure that all primary courses or boosters take place sufficiently in advance of the period of risk.
Each vaccine is to be given by separate routes and sites, to animals of 8 months or older. The concurrent use in cattle may result in fewer animal interventions, less stress and better welfare.
The studies, undertaken by Intervet/Schering Plough's R&D division in the UK, focussed on both the safety and efficacy aspects of the concurrent administration of Leptavoid-H with Bovilis BVD. The company says no systemic adverse events occurred, there was no effect on the outcome of pregnancy or milk yields and the efficacy in cattle was not compromised.
Leptavoid-H is licensed to reduce the shedding of Leptospira interrogans serovar hardjo in urine. Leptavoid-H is the only Leptospirosis vaccine licensed to improve herd fertility when Leptospira hardjo is the cause of herd infertility, and the only vaccine proven to protect stock against both strains in the UK.
DairyCo has announced the launch of a new programme designed to tackle the challenge of lameness on dairy farms.
The Healthy Feet Programme has been developed to provide a structured approach to assist vets and foot trimmers to work more closely with their farmer clients, to reduce the incidence of lameness on a permanent basis.
DairyCo product manager, Kate Cross said: "We've developed the programme to build on the DairyCo Mobility Score by introducing a programme that dairy farmers can undertake working with their vet who is a trained 'mobility mentor', to identify problems, risk factors and suitable intervention strategies on the farm. An action plan is then agreed to prioritise management practices that have a permanent impact on incidence of lameness."
The programme draws on the findings from the Bristol Healthy Feet Project, the New Zealand Healthy Hooves programme, First Steps and Claw Signals. As well as the valuable experience gained from the DairyCo mastitis plan. It has been designed to combine the best features of all these programmes and aims to build on the successful DairyCo Mobility Score.
Vets are invited to enrol for a two day CPD course, which will enable them to introduce the Healthy Feet Programme to their farmer clients and provide on-going support, assisted by a range of resources provided by DairyCo.
The first course is scheduled for June 2011
For further details please contact Kate Cross on 02476 478686 or email healthyfeet@dairyco.ahdb.org.uk
The British Equine Veterinary Association (BEVA) has launched two guides to help veterinary professionals and their clients negotiate the complexities of equine insurance.
BEVA highlights that with up to 40% of horses becoming ill or injured in any one year and 25% of insured horses having a claim in any one year, vet fees insurance is a sensible way for horse owners to budget for unexpected healthcare costs.
The Veterinary Surgeon's guide to riding and sport horse insurance provides general guidelines to help vets understand the requirements and issues relating to equine insurance. It explains the three main types of insurance cover available: veterinary fees, death and permanent loss of use, as well as insurance recommendations for pre-purchase and pre-insurance vetting. The final section contains a jargon-busting guide to commonly used insurance terminology.
Complementing the vet guide is The BEVA leisure and sports horse Insurance Guide for horse owners, a handout for clients about to embark on taking out insurance. It covers the frequently asked questions relating to vets fees and death, including when and how to insure, the importance of pre-purchase vetting, exclusions and permanent loss of use.
Andrew Harrison, Junior Vice President of BEVA, said: "Whether a vet or a horse owner, understanding equine insurance can be intimidating for the best of us. The new guides should make it easier for you and your clients to understand the finer points of policies, premiums and claim protocols."
The guides can be downloaded from the BEVA website via the following links:
For additional information visit www.beva.org.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.”
The company says it estimates that 75% of its staff have periods and many will find themselves caught short without a pad or tampon when they have an earlier or heavier period than expected.
This can be very embarrassing and stressful, so tampon/towel dispensing machines are being installed in the loos at every CVS veterinary practice and site in the UK.
Helen Finney, Group HR Director at CVS, said: “We want to provide dignity and peace of mind for all of the colleagues who work at CVS.
"We wouldn't expect colleagues to have to bring their own toilet paper to work.
"So those who experience periods shouldn't fear being caught short either.
"In a busy practice it can be difficult to ask a colleague if they have a tampon or towel, or to find time to go out to buy supplies.
“By providing free period products to colleagues while at work, we are seeking to help in one small but meaningful way.”
When one stops to think about this (albeit as the male editor of a veterinary website), it is something of a wonder that it has taken this long. Helen's quote about loo paper hits the nail on the head. Why do all work loos not have period products by default?
There had already been a gap in supply of the vaccine between June and August due to a batch being out of specification.
The company says it submitted an Out of Specification request to release the vaccine but was unsuccessful.
The next delivery of vaccine was expected at the end of August, however this has unfortunately been delayed until October, and there is no certainty of this delivery.
Ceva says it deeply regrets the inconvenience caused to sheep farmers this year.
Roy Geary, Vice President for Northern Europe (including the UK) at Ceva Animal Health, said: “The manufacturing of vaccines is a complex process that involves stringent quality control measures and adherence to regulatory guidelines.
"There have been unforeseen manufacturing issues at our production facilities, which have temporarily affected the ability to meet the demands of the UK sheep market within the main seasonal vaccination period for EAE.
"As a responsible provider, we are actively addressing these issues to minimise the impact on customers.”
“We are recommending that vets and farmers follow the advice published on 24th July 2024 from the Sheep Vet Society and Sheep Antibiotic Guardian Group (SAGG).”
https://sheepvetsoc.org.uk/news/sheep-veterinary-society-svs-and-sheep-antibiotic-guardian-group-sagg-advice-for-when-an-enzootic-abortion-eae-vaccine-is-unavailable.
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
Four separate studies are included in the collection, reporting novel risk factors for the disease, identifying key differences between EGS and botulism (questioning the hypothesis that EGS is caused by neurotoxins from Clostridium botulinum), reporting a novel diagnostic technique and showing the value of monitoring weight loss to help predict whether individual horses with chronic EGS are likely to survive.
The publishers say that despite more than 100 years of research, supported predominantly by the The Moredun Foundation Equine Grass Sickness Fund (www.grasssickness.org.uk), the cause of EGS remains unknown. Since it almost exclusively affects grazing horses, a pasture derived neurotoxin is implicated. EGS causes gut paralysis as a result of damage to parts of the nervous system that control involuntary functions. Acute and sub-acute EGS is invariably fatal while around 55% of chronic cases can survive and return to a useful working life. The UK has the highest incidence of EGS in the world; indeed it is estimated that the disease kills between 1 and 2% of horses in the United Kingdom annually. Cases are more common in spring.
In terms of risk factors, the study ‘Equine grass sickness in Scotland: A case-control study of environmental geochemical risk factors’ suggests that the high incidence of the disease in Eastern Scotland may be partly associated with the particular composition of macro and trace elements in the soil in the fields on which horses graze. Further work is required to determine whether interventions to alter concentrations of particular elements in soil could potentially reduce the risk of EGS.1
A second study identified key differences between EGS and botulism, which questions the currently favoured hypothesis that EGS is caused by neurotoxins from Clostridium botulinum, a bacterium which commonly inhabits soil. The study ‘Equine grass sickness, but not botulism, causes autonomic and enteric neurodegeneration and increases soluble N-ethylmaleimide-sensitive factor attachment receptor protein expression within neuronal perikarya’ suggests that EGS is unlikely to be caused by neurotoxins from this bacterium and concludes that further investigation of an alternative cause for EGS is needed.2
While the majority of horses with EGS can be readily diagnosed by experienced veterinary surgeons, some cases present a diagnostic challenge. Indeed the only way to definitively diagnose the disease in a live horse is to demonstrate the characteristic degeneration of nerves within biopsies of the intestine. Unfortunately these biopsies can only be collected by performing abdominal surgery under general anaesthesia. In the study ‘Neuronal chromatolysis in the subgemmal plexus of gustatory papillae in horses with grass sickness’ characteristic degeneration of nerves was identified in small biopsies collected from tongues of EGS horses during post mortem examination. Examination of these biopsies accurately differentiated control horses from EGS cases. While further validation of this technique is required, it could potentially provide a relatively non-invasive method of confirming the diagnosis in a live horse.3
While around 55% of horses with chronic EGS survive, objective criteria for predicting survival of these cases are currently lacking. The study ‘Bodyweight change aids prediction of survival in chronic equine grass sickness’ reported that non-survivors had greater rate and magnitude of bodyweight loss than survivors. Survival prediction curves were published to allow veterinary surgeons and horse owners to use body weight data to help determine whether an individual horse with chronic EGS was likely to survive or die.4
Professor Bruce McGorum, Head of the Equine Section at the Royal (Dick) School of Veterinary Studies & Roslin Institute in Edinburgh, has been leading much of the research. He said: "Given that our recent research suggests that EGS is unlikely to be caused by neurotoxins from Clostridium botulinum we are now moving on to determine whether EGS is caused by ingestion of mycotoxins produced by pasture fungi. We are very pleased that The Horse Trust (www.horsetrust.org.uk) has provided funding for this three-year investigation."
Professor Celia Marr, Editor of the Equine Veterinary Journal said: “While the cause of equine grass sickness continues to evade us, these papers present an optimistic step in the right direction for the eventual prevention of this dreadful disease. It is only with the support of the Moredun Foundation Equine Grass Sickness Fund and more recently that of The Horse Trust that our world-leading veterinary researchers are able to continue to unravel the mystery.”
The EVJ equine grass sickness collection can be downloaded at http://bit.ly/2dC7Drr
The company initiated the recall after identifying a potential for the sterility/stability of the product to be compromised due to a crimping problem of the aluminium cap.
The recall is for the 100 ml bottles of the following batch only:
Batch No.0C3829 Expiry Date 03/12/2022
Vetoquinol UK Ltd is contacting veterinary surgeons and veterinary wholesalers to examine inventory immediately and quarantine products subject to this recall.
For further information, contact the Customer Services Department on +44 1280 814500 Option 1 or email: UK_office@vetoquinol.com.
To claim the free product, visit www.daxocox.co.uk/trial and use the stock selector to pick the dose sizes to suit the patients you think Daxocox could help.
Animalcare Marketing Manager James Beaumont explained: “When you consider that recent data shows that up to 20% of dogs over one year of age could have some form of OA1, the scale of problem becomes clear – as does the threat to the welfare of our canine companions from OA pain.
“Owners already giving Daxocox to their OA-affected pets, have seen first-hand how it can significantly improve their quality of life.
"90% said that their dog’s osteoarthritis improved, with 84% reporting that their dog’s quality of life improved from “poor or fair” to “good, very good or excellent.”2
James added: “In a study carried out by Animalare, 88% of owners said that weekly NSAID dosing would be easier to remember, or mean they were less likely to miss a dose or that it would control their dog’s pain more effectively.3
“Used as a first line treatment for OA, Daxocox can provide a solid foundation to long-term pain management that suits vets, dogs and their owners.
"As such, we’re confident that once practices have tried it, it will become their canine OA NSAID of choice.”
For more information, visit www.daxocox.co.uk
The 2023 PAW Report will assess how lifestyle changes caused by the COVID-19 pandemic and the cost of living crisis have affected the nation’s pets.
The survey, which is open to vets, veterinary nurses and students, closes on 10th February 2023.
Entrants will be in with a chance of winning a £100 One4all voucher, accepted in over 130 high street stores.
Rebecca Ashman, PDSA’s Veterinary Engagement and Communication Manager said: “The PAW Report provides invaluable insight into key areas of pet wellbeing in the UK.
"Lifestyles had to adapt and change through the pandemic, and now as we navigate a cost of living crisis, this research is more vital than ever before.”
Rebecca added: “It takes less than 15 minutes to complete the survey, and by taking part you’ll be helping us maintain an accurate picture of the biggest welfare issues facing pets in the UK today.”
Survey: https://start.yougov.com/refer/vz7hC0lZ0d10nG