PetVet April May 2020

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VOL. 3 ED. 2 • APRIL / MAY 2020

VMX 2020

FOCUSES ON

WELLBEING MAKING A

IN MEXICO IN SICKNESS AND IN HEALTH:

THE Human-Animal Bond AND NEW & EMERGING

Pathogens

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APRIL / MaY 2020

A Practical Guide for Pet Health Professionals

BUSINESS TRENDS

CONTENTS 4

PetVet Advisory Board

5

Veterinarian Life Advice

6

Addressing Retractable Leashes with Clients

8

Confidence vs. Self-Confidence: Why Looking For Evidence of Success Is Making Us Miserable

IN SICKNESS AND IN HEALTH:

The Human-Animal Bond AND NEW AND EMERGING

Pathogens

18 Top 7 Hiring Mistakes 22 How Dr. Jill Lopez Stays at the

26

Top of Her Game

30 PetVet 10: Ten Things to Do

This Month

32 VMX 2020 Focuses on Wellbeing

W

hen Beth Emhoff (Gwyneth Paltrow) returns to Minnesota from a Hong Kong business trip, she attributes the malaise she feels to jet lag.

However, two days later, Beth is dead, and doctors tell her shocked husband (Matt Damon) that they have no idea what killed her. Soon, many others start to exhibit the same symptoms, and a global pandemic explodes.”

So begins the Google description for Contagion, a 2011 fictional movie that tracked the day-by-day progression of the rapid spread of an infectious disease.

Eight years later, in December 2019, a new, unknown virus producing pneumonia-like symptoms in humans emerged in Wuhan, China, before rapidly erupting into a global pandemic. But, this time, it was not the stuff of Hollywood make-believe and movie stars.

Known as a novel (new) coronavirus (type of virus that typically leads to upper respiratory infections), formally dubbed HCoV-19 or COVID-19 (short for coronavirus disease 2019), the virus has disrupted

ON THE COVER WWW. PET VETMAGAZINE .COM

VOL. 3 ED. 2 • APRIL / MAY 2020

VMX 2020

FOCUSES ON

WELLBEING MAKING A

IN MEXICO IN SICKNESS AND IN HEALTH:

THE Human-Animal Bond

12

26

PETVET MAGAZINE

AND NEW & EMERGING

Pathogens

PHOTO BY VARUN KULKARNI TORTUGA PHOTOGRAPHY

virtually every aspect of daily lives and conducting business. The virus is believed to have originated from bats but may have had intermediate carriers (that is, before transferring humans) such as civet cats or pangolins.

The world has received a crash course on pandemics, but they are not new to this century. In 2003, a mysterious disease with flu-like symptoms that came to be known as Severe Acute Respiratory Syndrome (SARS), ultimately spread to 26 countries, infecting more than 8,000 people and killing close to 800. While the source of what is considered to be an animal virus remains somewhat uncertain, it is believed SARS started in bats and then spread to other animals. SARS was found to be carried and spread by civet cats and raccoon dogs, as well as domestic cats and ferrets.1 The Middle East Respiratory Syndrome (MERS), which first appeared in 2012, has since spread to 27 countries; it has been traced to originating in camels.

But none of those numbers compare to the Spanish

PetVetMag

Copyright April 2020. PetVet Magazine is published bimonthly by Barkleigh Productions, Inc, 970 West Trindle Road, Mechanicsburg PA 17055. Postmaster: Send change of address to Pet Vet Magazine c/o Barkleigh Productions, Inc., 970 West Trindle Road, Mechanicsburg PA 17055. No part of this publication may be reproduced without written permission of the publisher. Editorial offices: 970 West Trindle Road, Mechanicsburg PA 17055. (717) 691–3388 FAX (717) 691–3381 Email: info@barkleigh.com PETVET MAGAZINE

MAKING A

DIFFERENCE IN MEXICO

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ADVISORY BOARD

Meet our EDITORIAL ADVISORY BOARD!

PetVet’s advisory board is here to help ensure quality content to motivate & educate Veterinarians and their staff.

Courtney Campbell DVM

Jenifer Chatfield DVM, DACZM

“My passions ultimately drove me towards becoming a veterinarian, but when I was growing up I briefly flirted with the idea of becoming a magician. As a veterinarian, the ability to save lives, keep animals healthy, and strengthen the human–animal bond makes me realize there’s nothing more magical than that.”

“People should be so lucky as to get to be a veterinarian. The broad-based education empowers us to be successful in multiple fields and affords us the opportunity to choose how we spend our professional time.”

Julie Legred CVT

Alberto Fernandez DVM, DACVECC

“I have had the privilege of working with a variety of animals in my career and my passion has allowed me to be involved in teaching veterinary students, interns, residents and other veterinarians. I continue to enjoy going to work every day to help critically ill dogs and cats, and love the client interactions as well. I am proud to be a part of this advisory board to help teach and spread my love for this profession to others in the veterinary community.”

"The human race will not be possible without the animal kingdom. It is our duty to take care of those that provide to us and to me it is an honor to do so."

Lisa Powell DVM, DACVECC

Jill López DVM, MBA “Do something every day to make an animal’s life better.”

“I have worked in many areas of veterinary medicine and veterinary technology over the last thirty five years, and it is amazing how far our profession has grown and paved the way for the betterment of animals' lives and happiness, as well as improving public health issues. It is an honor for me to be a part of this advisory board to offer additional education and opportunities to grow in our profession.”

STAFF Publisher Barkleigh Productions, Inc. President Todd Shelly Vice President Gwen Shelly

4

Chief Operations Officer Adam Lohr

Senior Graphic Designer Jenn Barraclough

Director of Marketing & Client Relations James Severs

Executive Editor Rebecca Shipman

Junior Designer Jenny Thomas

Administrative / Marketing Assistant Karin Grottola

Art Director Laura Pennington

Web Master Luke Dumberth

Marketing Coordinator Alyx Robertson

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Social Media / PR Coordinator Evan Gummo

VETERINARIAN LIFE ADVICE

—whatever that “it” is... whether professional goals or personal goals.”

Yasmine Mortsakis, DVM Founder, New York Veterinary Practice

PETVET MAGAZINE

5

CLIENT SERVICES

ADDRESSING

WITH CLIENTS

By Steve Dale, CABC

F

rom the perspective of a certified animal behavior consultant, if I had the power to do so, I would ban retractable leashes.

Of course, some veterinary clinics offer dog training classes, and veterinarians and certified veterinary technicians should always encourage puppy training and suggest appropriate equipment. But when a client walks into the exam room with a dog on a retractable leash, it’s an opportunity to have a conversation.

Here are some talking points: 1. The very concept of giving dogs room to roam can be a problem. Some retractable leashes can extend up to 26 feet. True enough, giving the dog some independence, but the

6

dog is so far out ahead, there’s no way to control or sometimes even to see what’s happening ahead.

2. Retractable leashes effectively teach dogs to pull ahead of their people, which is exactly what you don’t want.

3. That expression about a handler’s emotions traveling from one end of the leash to the other are true with a six-foot leash, but not a retractable leash (unless the dog is very nearby). Not only can the dog see the handler, the dog can presumably “smell” what the handler is feeling—perhaps picking up on pheromones. If the handler feels threatened by anything from another person to a coyote, best for all involved for the dog to be able to pick

PETVET MAGAZINE

up on that—and for the handler to more easily be able to control the dog.

4. Retractable leashes are thinner than standard leather or nylon leashes. If the handler drops the heavy handle and picks up the leash, rope burn can occur. And the thin cord of a retractable leash can break—especially when a powerful dog is on the other end. If a strong, good-sized dog takes off at full speed, the cord can snap. Not only can that put the dog and whatever he may be chasing in danger, but also the cord can snap back and injure the human at the other end.

5. Dogs have suffered serious injuries as a result of the sudden jerk on their neck that occurs when they run out of leash; they may also suffer lacerated tracheas or back injuries.

6. The handles of retractable leashes are bulky and can be easily pulled out of the hand of the person holding it, resulting in a runaway dog, dragging the retractable leash behind.

7. A simple six-foot (or shorter) leather or nylon leash

can’t malfunction—there’s nothing to malfunction. Retractable leashes can break, fail to extend or retract, or unspool.

While this may not be dangerous, it is annoying to have a “broken leash.”  Steve Dale is a certified animal behavior consultant. He’s co-editor of Decoding Your Dog and authored the introduction to Decoding Your Cat (authored by the American College of Veterinary Behaviorists), and he’s contributed to many veterinary textbooks and popular press books. He’s the host of two nationally syndicated radio shows and is on WGN Radio, Chicago.

His many TV appearances include various Animal Planet programs and Oprah, and is seen on syndicated HouseSmarts TV. He speaks at conferences around the world. His blog: www.stevedale.tv

PETVET MAGAZINE

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selfLifestyle

Conf idence VS.

Why Looking For Evidence of Success Is Making Us Miserable By: Cari Wise, DVM et’s face it… those of us in the veterinary profession often use terms like “perfectionist” and “control freak” to define ourselves. We laugh about it, and we use these terms to justify our personal behavior and our expectations of others.

But we don’t recognize it as a problem.

It is a problem.

Here’s what’s really going on…

Our perfectionist efforts are really just our attempt to control outcomes. Our control-freak nature is more of the same; trying to control exactly what other people do in order to then control the outcome.

Deep down, our subconscious recognizes that we really don’t have any control at all. Our brains think that lack of control is a problem. It falsely believes that if we control everything then all the results will be favorable. Seems reasonable, so we believe it, and we live it.

So what happens when results are not positive?

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When we start from believing maximum control creates positive results, then the only possible conclusion we can draw from an unfavorable outcome is that, obviously, we must have done something wrong, right?

Not True!

But, this is what our silly brain will tell us right before it labels us an “imposter”. And then from there, it goes to work looking for evidence to prove its label is right.

Have a surgery complication? You must have done something wrong; you’re an imposter.

Have a client react badly? You must have done something wrong; you’re an imposter.

Have a case not respond as anticipated? You must have done something wrong; you’re an imposter.

So, why are we so quick to believe our silly brain when it offers us the “imposter” label? Why do we even entertain the idea that we are not cut out for the profession we worked so hard to join?

PETVET MAGAZINE

It’s a simple lack of self-confidence, and a total misunderstanding about where self-confidence comes from in the first place.

See, confidence and self-confidence are two entirely different things.

Confidence is something built through experience, like tying your shoes, or drawing blood from the jugular of a Labrador.

The first time you do it, you aren’t really sure how it will turn out. You try, you fail.

You try again, you get closer. You don’t stop. You keep trying until you succeed.

Success is achieved when you do it right… and then you just keep doing it.

Eventually, you don’t even think twice about whether or not you can do it, because you are confident in your ability to do that skill. Messing it up at that point would be a total surprise, right?

Our academic pursuits have reinforced this concept; pass the exams, pass the course; pass the courses, earn the

There is no coming back from Imposter Syndrome and perfectionism unless you change what you believe about what truly measures success in the veterinary profession—and in your whole life.

degree. If you do it “right”, you achieve success. For circumstances where there is a clear right and wrong way, or clear pass and fail, this approach works.

For everything else, including what is required of you to practice veterinary medicine, this won’t work at all. It doesn’t work because it assumes there is a right and wrong way. It assumes cases get better when you do your job the right way.

That’s not how it works, but “Imposter Syndrome” believes that lie.

There is no coming back from Imposter Syndrome and perfectionism unless you change what you believe about what truly measures success in the veterinary

profession—and in your whole life.

Self-Confidence is not earned through successful action. It is simply a belief, and it is available to you right now, no matter what is going on in your world.

Self-Confidence accepts that you are worthy simply because you exist.

Self-Confidence remembers you are capable in every situation because you were born equipped with everything you need.

Self-Confidence understands that what other people say and do are merely reflections of themselves, and not reliable measures of you and your abilities.

Self-Confidence knows that when you try to control everything, you impact

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Outcomes are never your responsibility because they have never been something you could control.

You don’t have that much power, you never did.

nothing in a meaningful way.

Self-Confidence knows the real measure of success in the veterinary profession is not whether or not a patient got better or an owner stayed happy, but whether or not you showed up and did the best you could do with the information and resources you had available to you at the time.

Outcomes are never your responsibility because they have never been something you could control. You don’t have that much power, you never did.

So when you measure your success as a veterinarian based on patient outcomes and client behavior, you will fail.

When you embrace perfectionism and control as the viable path to success, you will fail. Self-confidence recognizes you don’t have to do any of that—you showed up, you did your very best, you are enough.

Patients won’t always get better.

Clients won’t always be happy. Human mistakes will happen.

Your worth is absolute and independent of client actions and patient outcomes. You are right where you are supposed to be. You are a great veterinarian. You are enough.

If you have a hard time believing this and embracing it in the moment, you aren’t alone! Our brains were created to be on the lookout for danger. Every time you feel uncomfortable, your brain believes your life is at risk. It wants to stop that discomfort immediately. Your silly brain then offers up solutions to neutralize the discomfort; solutions like never doing surgery again, quitting your job, leaving the profession—or worse.

It’s all unnecessary. You aren’t in danger, you are just feeling a negative emotion. We erroneously believe that negative emotions mean something has

gone wrong. That’s actually not true.

Life is 50/50 positive and negative—you know this already—homeostasis is a great example of this necessary balance.

Emotions are no different.

Half of the time the emotions you feel will be positive, and half of the time the emotions you feel will be negative. That’s just how it works.

Learning to allow the negative emotions, and continuing to move forward in your life in spite of them, teaches your silly brain that negative emotions are not real indicators of danger.

Learning to allow negative emotions builds self-confidence.

You can speed up the process by offering your brain alternative thoughts when it goes into “everything is terribly wrong” mode. Choosing intentional thoughts to focus on will downgrade the impact of the negative emotions without requiring them to go away.

Here are a few examples: ♥ I am enough. ♥ My worth is absolute and independent of client actions and patient outcomes. ♥ I am right where I’m supposed to be. ♥ I am a great veterinarian.

It’s all just part of the human experience. You’re learning. You’re growing.

You got this!  Dr. Cari Wise is a graduate of the University of Missouri, College of Veterinary Medicine and Founder/CEO of Joyful DVM LLC and the Vet Life Academy membership. She provides veterinary life coaching, courses and consulting to help veterinary professionals transform their lives and love their careers.

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WHY IT MATTERS

MAKING A

DIFFERENCE IN MEXICO O

By Elycia Degenhardt

n my first morning in Rincón de Guayabitos, a small town on the Pacific coast of Nayarit, Mexico, I was enjoying my coffee on a patio overlooking the beach when I saw them; the reason I had flown from Wisconsin to Puerto Vallarta, then taken a bus two hours north through the Sierra Madre Occidental mountains to a place I had never heard of. There on the damp sand, groups of dogs wandered purposefully between oceanfront food stands, empty beach chairs and abandoned restaurants searching for remnants of food from last night’s vacationers.

Some walked confidently up to other early risers, begging for breakfast, while others moved cautiously, low to the ground, trying to go unnoticed as they made their morning rounds. Many stopped to frantically scratch and bite at their dirty coats before continuing on their way. By the time the sun had fully come up

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and bathed the beach in light, the dogs were mostly gone, seeking shelter from humans and heat and looking for a way to pass another uncertain day.

I was first made aware of Mexico’s stray dog problem when a friend of mine returned from her honeymoon in Puerto Vallarta and told me about the number of dogs she saw roaming and visibly uncared for. This friend also happened to be a fellow veterinary technician and coworker, so we began searching for a way we could use our skills to help the homeless animals that had captured her heart while she was traveling.

While looking for organizations addressing pet overpopulation near Puerto Vallarta, we came upon the Jaltemba Bay Animal Rescue. Located in Los Ayala, Nayarit, Jaltemba Bay Animal Rescue (JBAR) consists of a core network of passionate volunteers who partner with

PETVET MAGAZINE

Pet owners and rescuers had begun lining up at 7:30 a.m., and by the time the volunteer meeting was held, 133 dogs and cats were checked in for the first day of procedures.

local and international organizations to host twice-yearly free sterilization clinics, in addition to helping with day-today needs of underserved animals in the Jaltemba area.

We reached out to Lin Chimes, the founder of JBAR, and she enthusiastically welcomed us to participate in their upcoming four-day free clinic. We made our arrangements, gathered donations of medications and supplies, and went to Mexico to fulfill our dream of making a difference.

At 8 a.m. we left our hotel and walked twenty minutes to the home where the clinic was being held. Pet owners and rescuers had begun lining up at 7:30 a.m., and by the time the volunteer meeting was held, 133 dogs and cats were checked in for the first day of procedures.

All animals were marked with an identification number and matching paperwork, then placed in a crate and taken to the back patio where examinations, surgeries and recovery would take place. Stainless steel surgery and fold-out picnic tables were set up under tarps stretched to provide shade.

Volunteers ranged from experienced to novice; veterinary professionals to (extra)ordinary animal lovers, and came from as close as down the block and as far away as Canada.

During the orientation session, volunteers who were assigned to recovery (many of whom had no medical background) received instruction in how to obtain vital signs including temperature, pulse and respiration. Recovery was also the time to remove ticks, clean ears, trim nails and determine if treatment for mange or other superficial conditions was necessary. A large number of animals receiving services at the clinic had loving homes and were beautifully cared for, but some were strays and required extra attention.

As a visiting veterinary technician, my role during the clinic was primarily to circulate and help volunteers with questions, attend to any animals whose recovery was abnormal and be available to consult with veterinarians about any medical concerns. Veterinary technicians who regularly work at free clinics in the area efficiently handled induction, intravenous catheter placement and intubation. The veterinarians performing the sterilization surgeries worked quickly, and before long, the recovery area was filled.

All animals were carefully monitored after surgery, with vitals recorded every five minutes by attentive volunteers.

Hyperthermia in the 86 degree Fahrenheit heat was a concern for adult animals, while tiny kittens and puppies often needed to be warmed with hot water bottles. Dogs woke up quickly, and I rushed to confirm which patients were ready for extubation and to have their IV catheters removed.

As surgeries wound down, all veterinary professionals turned their attention to final examinations of patients before discharging them to their owners or foster families.

By the end of the first day I was exhilarated and exhausted at the same time—also simultaneously amazed by what we accomplished and excited by how many more animals we could help over the remaining days.

While curbing overpopulation is the clinic’s main goal, many animals also received care which improved their comfort and quality of life. All patients received flea and tick treatment before they left the clinic, and suspected cases of mange received oral medication. Volunteers spent hours removing engorged ticks from dogs who had the parasites lodged between their toes and clustered

PETVET MAGAZINE

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The animal I will remember most was a dog brought in by a local woman who had rescued him from a neglectful situation. He was a bichon–type neutered male so matted that he was unable to walk.

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inside and behind their ears.

The animal I will remember most was a dog brought in by a local woman who had rescued him from a neglectful situation. He was a bichon-type neutered male so matted that he was unable to walk. His rear legs were fused to a mat covering his back and sides, and his jaw was unable to open fully due to his tangled facial hair. Another volunteer and I worked together to slowly free him, shaving away his filthy hair in one piece like a sheep’s fleece. Under the hair, dead fleas and ticks littered his thin body.

We finally managed to clean him up, treat him for topical parasites and send him home with his grateful rescuer. Seeing him walk away unencumbered was one of the highlights of my time in Mexico.

I also found it very fulfilling to work with an international team of people focused on a common, compassionate cause. Ten years ago, Canadian veterinarian Dr. Malcolm Macartney was so affected by his experience volunteering at one of JBAR’s sterilization clinics that he formed the Mexi-Can Vet Project, a group of veterinary professionals who, since 2010, have traveled from Canada twice yearly to assist in the Jaltemba clinics and fly adoptable dogs back with them.

In one conversation I had with Dr. Macartney, he summarized the value of participating in veterinary volunteer work, saying, “For me it has been a great joy to be part of something which has made an obvious difference in the lives of so many animals and people of the Mexican communities who, until JBAR existed, had very little means of helping reduce the large overpopulation of dogs and cats in these towns. In addition, it has raised the animal welfare and health education bar and we have seen pet care awareness improve dramatically.”

JBAR also partners with veterinarians and veterinary technicians from Mexico through PEACE Mexico and Pets for Life, an incredible team of dedicated individuals who hold year-round clinics to serve the local communities.

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IN THE FOUR DAYS

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437 animals

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and some in Canada through the Mexi-Can Vet Project.

WHY IT MATTERS

Elycia Degenhardt is a certified veterinary technician working at an AAHA accredited general practice in Wisconsin. She joined the veterinary profession after four years as a high school teacher and remains passionate about education.

Elycia earned degrees from the University of Wisconsin-Madison and Madison College and continues to learn new things every day through her career and life experiences.

Many lives, both human and animal, were changed in those four days—not the least of which was mine. I have never been prouder to be a veterinary technician than I was during my time there, and I am very grateful to have had the opportunity to be a small part of something making such a big impact. 

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Best Practices

TOP

HIRING

MISTAKES

By Amy Castro, MA, CSP

In the classic fairy tale “The Frog Prince,” a frog is turned into a prince when he finds his perfect match—that one person who is the “right fit” just for him.

Unfortunately, when most practice owners and managers are trying to hire employees for their practices, they find the fairy tale is reversed: They meet a seemingly perfect prince or princess at the interview, but a frog shows up on the first day of the job.

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A

ll too often, when we make a bad hire, we focus on what was wrong with the employee. However, what we really should be doing is taking a hard look at our hiring practices that are causing us to make bad choices.

In 20 years of consulting with and training business owners on hiring, I’ve found that most of them make some or all of the following seven hiring mistakes.

1

#

Not keeping job descriptions up to date.

You can't begin to identify what knowledge, skills, abilities and characteristics an applicant would need to have to be successful in a position if you don't know what the position really entails. If your job descriptions are outdated and don't reflect current major duties, then not only can you not find the right applicant, but you're basically lying to your applicants about the job they're applying for. And PETVET MAGAZINE

no, you can't use the “all other duties as assigned” clause to cover yourself.

Major activities and responsibilities that make up the bulk of the employee's time at work must be spelled out in the job description.

job announcements 2 Writing that sound like “criminal

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wanted” posters instead of writing great ads that will attract the right candidate.

Wanted: Veterinary Technician.

Must have 5 years’ experience. Must have required state certifications. Must work weekends.

Wow! Sounds awesome, right? I’ll bet people are lining up to apply for this gem of a job! Or not…

The goal of a great job ad should be to attract a great person who is a great fit for the job and your practice.

Start by providing positive information and incentive for that great person you're looking for to respond to your

ad. Make ads exciting and creative.

Tell applicants why your practice, team, clients and community are great; however, you also need to be honest.

If you over-inflate how great the job or your company is, the employee will likely quit within a few weeks of being hired when he or she realizes the job isn't what you said it was.

3

Asking the same old “canned” questions you’ve been asking for 20 years. #

YOU: "What do you think is your greatest weakness?"

APPLICANT: "I am so dedicated to my job; I sometimes forget to go home at the end of the day."

Before the advent of the internet, you might have gotten some honest answers to these questions. But, nowadays, any applicant can look up common questions like, “What’s your greatest strength?” and “Where do you see yourself in 5 years?”—and the best answers

they should give in response to each.

It’s time to stop using these old school questions and start asking customized questions that are specific to your practice and the specific position you're trying to fill. When you do, be sure you’re taking a 360 degree approach to looking at the applicant.

You’ll want to assess the three C’s: Capability, Commitment and Culture Fit. Capability is all about the person’s ability to do the job. Commitment is how dedicated the person is to the position; how much he or she believes in the mission of the organization, work ethic, values, etc. Culture fit is whether the applicant will mesh well with your existing team, your mission, clientele and community.

In all my years of consulting, most of the clients I’ve worked with who have regretted a hire don’t regret it because of the person’s capability; it’s the other two C’s that cause the most trouble, so don’t forget to ask questions about those, too.

4

Celebrating One Year of Our New

#

Asking leading questions.

YOU: "This job requires you to work every other Saturday. You don't have a problem working every other Saturday, do you?"

APPLICANT: (Thinking. . . Hmmm, I've got a 50/50 chance, but I'm guessing the answer she wants is NO), "Uh, no."

When you ask a leading question, most applicants will give you the answer you seek rather than the truth. Then, they'll quit when they realize they really do have to work every other Saturday.

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Asking hypothetical questions instead of behavior-based questions. #

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Many interviewers ask hypothetical questions in interviews to try to assess what the applicant would do in a given situation. The problem with hypothetical questions is they’re really just a hopeful guess on the part of the applicant about what he or she would do in a certain scenario. What you really

What you really want to know when interviewing is what the applicant has done in their past jobs because a person’s past behavior is a great indicator of their future behavior.

want to know when interviewing is what the applicant has done in their past jobs because a person’s past behavior is a great indicator of their future behavior.

Behavior-based questions ask the applicant to share a specific situation from their past, and how they handled that situation and the outcome. These questions often start with, “Tell me about a time when…” They also follow the STAR formula. Star stands for Situation, Task, Actions, Results. So, a behavior-based question might be, “Tell me about a time when you had to deal with a complaining customer. What actions did you take to try to resolve the complaint and what was the result?”

#

6

Interviewing solo or sequentially instead of conducting panel interviews.

Many practice owners will have a practice manager screen applicants and then conduct the final interviews by themselves. The problem with this type of sequential interview process is that you’ve got two different interviewers conducting two different interviews, possibly asking two different sets of questions, and getting two different interpretations. I’m not against an initial screening interview to narrow the pool of applicants, but the research supports the efficacy of conducting the final round of interviews in a panel format.

Panel interviews allow interviewers to experience the applicant at the same time, in the same place, answering the same questions. There is a consistency in a panel interview that makes the process more accurate in assessing the applicant and fairer to each applicant. A panel interview also allows you to discuss the interview right after it, with everyone present, so the experience is fresh in everyone's mind. A panel interview might consist of the practice owner, practice manager, senior veterinarian and one of your technicians, because each of these people will be working with the new employee and it’s important to get everyone’s impressions from their perspective—both personally and professionally.

#

Not having a scoring system and benchmark responses for your interview questions.

If you're going to take the time to create customized behavioral interview questions, then it's also worth the time to create benchmark answers for each question, otherwise how will you know what is an excellent, good or mediocre answer when you hear it?

When I create benchmark answers, I use a 5-point system—5 points for an exceptional answer, 3 points for an acceptable answer and 1 point for an unacceptable answer.

For each of the benchmarks, I identify keywords that I would expect to hear for each type of answer. Then during the interview, interviewers simply have to check or circle the words they hear (or similar words), and, in the end, it's easy to "score" the applicant’s response to each question.

Tally all the scores for each applicant and it will usually become apparent who is your top applicant. If there’s a tie, the panel can go back and review and conduct a tie breaker.

Following a more structured search and interview process as outlined above will make your hiring process a lot more efficient and a lot less stressful for everyone involved.

Additionally, it will help you be more successful in finding the “right fit” applicant for any position in your practice. Amy P. Castro, MA, CSP is a leadership and hiring expert, consultant, and speaker who helps organizations increase productivity, decrease conflict, and improve customer service by building great teams one person at a time. Amy works with pet industry professionals who want to grow their loyal customer base with a “Best in Show” team that can deliver a 5-Star Customer Experience. Amy is also the president of Starlight Outreach and Rescue, a shelter outreach organization in the Houston, Texas area, and she has fostered more than 900 shelter pets. You can learn more about Amy by visiting her website at www.AmyCastro.com.

PETVET MAGAZINE

21

PETVET PROFILE

HOW DR.

Lopez

Stays at the Top of Her Game

By Steve Dale

I

t’s challenging to have a conversation with Dr. Jill López without hearing the words, “I have a great idea.” Her mind works faster than Elon Musk’s and she has as much energy as one of his rocket ships.

Absolutely, Lopez is a veterinarian first, but she is also a natural-born idea machine and marketer.

In March 2015, she was working at an animal health company when she heard about coughing dogs in Chicago—hundreds of them. At first, most assumed it was the canine influenza virus, H3N8, rearing its ugly head again in the Windy City. But López didn’t accept that assumption and was a part of a dedicated team encouraging Chicago-area veterinarians to send dozens of samples to Cornell’s diagnostic laboratory to confirm.

Cornell professor of virology, Dr. Ed Debovi, and others were confounded at first, confirming canine influenza virus, but said “this isn’t H3N8.” And within a few weeks H3N2 was identified for the first time on 22

U.S. soil (somehow arriving from Southeast Asia).

“The H3N2 dog flu outbreak in Chicago was truly a nightmare,” López recalls, “Absolutely no one was prepared for it.”

Straight on, López used her formidable marketing chops to lead an all-out education campaign for veterinary professionals regarding hygiene and in-clinic sanitation, and revealing what was known about H3N2. Nine months later, the first H3N2 canine influenza vaccine became available.

López developed a program called Heroes for Healthy Pets, utilizing top experts in veterinary infectious disease, which includes continuing education modules for veterinary professionals, and a veterinary guide called The Infectious Disease Handbook. The program focused on all infectious diseases of dogs and highlighted the need for strategic vaccination protocols based on American

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z “As a mother, business woman, and veterinarian, I know how precious each minute of the day is.”

Animal Hospital Association Guidelines.

She was only just beginning. “I realized that educating veterinary professionals alone just wasn’t enough,” López recalls. “So I teamed up with the International Boarding and Pet Services Association, Pet Sitters International, and Barkleigh Publications to help educate pet care professionals.”

As a result, for the first time ever, employees of doggie day cares, boarding facilities, groomers and dog walkers were included in a veterinary education program and certified as “Heroes.”

“While working with the Chicago area veterinary community, we soon realized that most of the affected dogs were social,” she says. “Most had recently visited doggie day cares, groomers or kennels.

It made sense to communicate and work with these other professions, and they welcomed it. No one wants to see sick dogs and shut down their business as a result.”

Throughout her career, strategizing to communicate with the public has been an innate skill. She orchestrated media stories on TV/radio, in print, podcasts, videos, blogs and also using social media to effectively spread the facts about dog flu. She facilitated the award-winning

24

website: www.dogflu.com, and the book A Pet Parent’s Guide: Infectious Disease in Dogs. If a veterinarian didn’t suggest the dog flu vaccine, countless pet parents became informed enough to inquire.

There’s no doubt that her marketing savviness and resolve to communicate helped keep thousands of pets healthy, likely limiting and even preventing outbreaks.

As one of her coworkers once told me, “In one meeting with Jill, I counted about an idea a minute. It was a 60-minute meeting. I was exhausted. But Jill just went to her next meeting with more ideas. How do you keep up that?”

This was a path she never would have predicted while attending Tuskegee University College of Veterinary Medicine, when she had planned to eventually become a veterinary practice owner back in her home state of West Virginia.

Following a stint in Knoxville, TN at a low-cost clinic, she heard about an opening at the Animal Poison Control Center in Champaign/Urbana, IL. Answering phone calls from the veterinary community about pets thought to be poisoned was right in her wheelhouse. She also authored or co-authored over 40 scientific

PETVET MAGAZINE

— Dr. Jill Lopez

articles, including the dangers of permethrin to cats—a topic which at that time wasn’t as well-understood. Other papers included a variety of toxicology-related topics, such as how some dogs actually become hyperactive when swallowing Ambien (Zolpidem).

After leaving a position as the Director of Marketing for Essentials Pet Care, López started her own company, Vet Candy.

“As a mother, business woman, and veterinarian, I know how precious each minute of the day is,” says López.

“The goal of Vet Candy is to make our busy lives easier by providing updated news and information that is required in our profession.”

The company delivers world class content, with engaging voices and inspirational messages curated by the veterinary profession’s top influencers and experts.

“Vet Candy is committed to continued development of providing engaging experiences for our veterinary audience,” said López. “Collaborating with our veterinary advisors and lifestyle contributors allowed us to be experimental in our digital development, which opened the door to this innovative way to connecting with our veterinary audience.”

Learn more about Dr. Jill López and Vet Candy, and sign up for the free weekly newsletter by visiting myvetcandy.com. 

z

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IN SICKNESS AND IN HEALTH:

The Human-Animal Bond AND NEW AND EMERGING

Pathogens

By Annette Uda

W

hen Beth Emhoff (Gwyneth Paltrow) returns to Minnesota from a Hong Kong business trip, she attributes the malaise she feels to jet lag.

However, two days later, Beth is dead, and doctors tell her shocked husband (Matt Damon) that they have no idea what killed her. Soon, many others start to exhibit the same symptoms, and a global pandemic explodes.�

So begins the Google description for Contagion, a 2011 fictional movie that tracked the day-by-day progression of the rapid spread of an infectious disease.

Eight years later, in December 2019, a new, unknown virus producing pneumonia-like symptoms in humans emerged in Wuhan, China, before rapidly erupting into a global pandemic. But, this time, it was not the stuff of Hollywood make-believe and movie stars.

Known as a novel (new) coronavirus (type of virus that typically leads to upper respiratory infections), formally dubbed HCoV-19 or COVID-19 (short for coronavirus disease 2019), the virus has disrupted 26

virtually every aspect of daily lives and conducting business. The virus is believed to have originated from bats but may have had intermediate carriers (that is, before transferring humans) such as civet cats or pangolins.

The world has received a crash course on pandemics, but they are not new to this century. In 2003, a mysterious disease with flu-like symptoms that came to be known as Severe Acute Respiratory Syndrome (SARS), ultimately spread to 26 countries, infecting more than 8,000 people and killing close to 800. While the source of what is considered to be an animal virus remains somewhat uncertain, it is believed SARS started in bats and then spread to other animals. SARS was found to be carried and spread by civet cats and raccoon dogs, as well as domestic cats and ferrets.1 The Middle East Respiratory Syndrome (MERS), which first appeared in 2012, has since spread to 27 countries; it has been traced to originating in camels.

But none of those numbers compare to the Spanish

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flu which, from around 1917 to 1918, infected an estimated 500 million people worldwide and killed an estimated 50 million people. One theory for the source of the Spanish flu is a bird flu that migrated to pigs and then jumped to humans.

What do these viruses have in common and why should you, an animal care provider, care?

They are all zoonotic and airborne.

Zoonotic Diseases A zoonotic disease can be transmitted from animals to humans or from humans to animals. The SARS virus, as noted previously, is believed to have ultimately spread to and been carried by domestic cats and ferrets, and COVID-19 is believed to have been carried by bats and, possibly, civet cats or pangolins, but could humans give the virus to animals?

In a widely publicized news report, on February 28, 2020, a pet dog of a COVID-19 patient in Hong Kong tested “weak positive” for the disease but did not display any “relevant symptoms.”

The widely held presumption was the “weak positive” test may have been the result of environmental contamination of the dog’s mouth and nose. That is, a dog being a dog, the pet may have picked up ( licked up) traces of the virus.

Upon additional testing which resulted in “weak positive” results, some experts concluded that the dog had a “low level” infection caused by human-to-animal transmission2 but, as of mid-March, the Centers for Disease Prevention and Control (CDC) has maintained: “To date, CDC has not received any reports of pets or other animals becoming sick with COVID-19. At this time, there is no evidence that companion animals including pets can spread COVID-19. However, since animals can spread other diseases to people, it’s always a good idea to wash your hands after being around animals.”

For the latest, particularly as it pertains to animals, be sure to check the CDC’s Coronavirus Disease 2019

(COVID-19): Frequently Asked Questions: COVID-19 and Animals.3

Airborne Infection In addition to being zoonotic, COVID-19, Spanish flu, SARS and MERS are also viruses that may be spread by the airborne route.

In its published information for health care professionals on the subject of COVID-19, the American Society of Anesthesiologists (ASA) addresses the airborne route as follows: “Droplets are larger liquid particles that settle from the air rapidly and typically do not travel more than 3-6 feet from the source. Droplets may be transmitted directly by settling on a potential host’s mucous membranes or indirectly by settling on surrounding environmental surfaces and then spread by hand contact to vulnerable hosts. Hand hygiene and other contact precautions are important ways to prevent spread of droplet infections.”

The World Organization for Animal Health offers some additional statistics of interest, including:

AT LEAST

75% OF

EMERGING INFECTIOUS DISEASES OF HUMANS (INCLUDING INFLUENZA, HIV, AND EBOLA) HAVE

AN ANIMAL ORIGIN.

5 NEW

HUMAN DISEASES APPEAR EVERY YEAR, THREE OF WHICH ARE

OF ANIMAL ORIGIN. AND 80% OF AGENTS

WITH POTENTIAL

bioterrorist use ARE

ZOONOTIC PATHOGENS.

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But (and this is key), as the ASA continues, those droplets “may be ‘aerosolized’ into smaller particles by coughing or sneezing…The smaller particles may become suspended in air currents in which they may travel longer distances.”

In other words, droplets are larger, heavier particles that are expelled. Droplet nuclei are the dried residual of droplets typically generated from the respiratory system. These infective particles are small enough to evaporate quickly and therefore become aerosolized traveling on dust particles and remain infective for hours, days or weeks, depending on the particular pathogen.

The distinct possibility of aerosolization received further support on March 11, 2020, when scientists at Princeton University, the University of CaliforniaLos Angeles and the National Institutes of Health (NIH) posted the results of federally funded tests that stated the viable virus “could be detected in aerosols up to 3 hours post aerosolization.” The study also found the virus viable up to 4 hours on copper, up to 24 hours on cardboard, and up to 2-3 days on plastic and stainless steel.4 In one high-rise apartment building in China, the virus reportedly spread to different floors—the two people initially infected lived directly above each other but 10 floors apart. At least one working theory pointed to transmission of the virus via the building’s pipes. As described in an article by Live Science, Dr. Amesh Adalja, an infectious disease specialist and a senior scholar at the Johns Hopkins Center for Health Security in Baltimore, Maryland, explained that a faulty piping system could allow the virus to become “aerosolized” out of a pipe and get into 28

In short, these diseases are an integral part animal health and welfare, animal care providers

the surrounding air.5 Whether spread from animal to human, human to human, or animal to animal, the airborne route of transmission is a serious one. Surface cleaning is not enough to prevent transmission.

And, when it comes to new and emerging diseases, there are no ready-to-go vaccines. Beyond those airborne diseases that impact humans, what about those that impact the animals in your care?

For example, canine cough, dog flu and feline calicivirus may all be spread via the airborne route.

One Health According to the CDC, six out of every 10 infectious diseases in people are zoonotic. In short, these diseases are an integral part of the human-animal bond. So, in protecting animal health and welfare, animal care providers contribute toward improving human health. The interdependence of human health and animal health has led to an initiative known as “One Health,” which takes an integrative approach to attain optimal health for people and animals, as well as the environment.

As the human-animal bond continues to grow, and as the human population continues to expand geographically, as noted by the American Veterinary Medical Association, “The contact between human and wild animal habitats increases, introducing the risk of exposure to new viruses, bacteria and other disease-causing pathogens.”

Simply put, optimal health for both humans and animals requires an approach beyond considering human-to-human or, separately, animal-to-animal transmission.

PETVET MAGAZINE

Rather, in sickness and in health, there is a human-animal bond.

In October 2019, the American Association of Feline Practitioners (AAFP) released their updated Feline Zoonoses Guidelines. In publishing the guidelines, the AAFP aims to provide accurate information about feline zoonotic diseases to owners, physicians and veterinarians to allow logical decisions to be made concerning cat ownership.

Further, as announced by the AAFP, the guidelines provide “a document that can be used to support the International One Health movement, which is a globally recognized practice of studying the similarities in disease processes between humans and animals.”

Infection Control for the Known and the Unknown According to the World Organization for Animal Health, five new human diseases appear every year, three of which are of animal origin.

Some of these new diseases will make big headlines, like COVID-19, but most will stay under the radar, known only to those humans impacted, their medical care providers and a few dedicated researchers. The infection control protocols you have in place are protecting you, your staff and the animals in your care not only from known pathogens, but unknown ones as well.

In 2004, an unknown respiratory illness in dogs was reported that was determined to be caused by equine influenza A(H3N8) viruses. As a newly detected illness, there was no vaccine.

In September 2005, it was considered by experts as a “newly emerging pathogen in the dog population” and, today,

has been detected in dogs across the U.S. Also, today, there is a vaccine for what is now commonly known as dog flu but there wasn’t one in 2004.

In 2006, a second form of canine influenza was identified in South Korea and southern China—H3N2. In April 2015, the Chicago area became a hot spot for this variant of avian flu and outbreaks in dogs in other parts of the U.S. were reported throughout 2015.

Approximately eight months after the CDC reported the H3N2 outbreak in Chicago, a vaccine for H3N2 received conditional approval from the U.S. Department of Agriculture.

What’s the next unknown respiratory illness? What’s the next “dog flu” that’s spread by the airborne route but has no vaccine, possibly for months on end while one is being developed and tested and submitted for approval?

As animal care providers, you are on the front line of both animal health and human health, which is why your infection control must be multi-pronged to go beyond surface cleaning and

Annette Uda is the founder of PetAirapy, the animal care industry’s leading manufacturer of study-backed UVGI air and surface sanitation equipment and the developer of ZUVA (Zoonotic UV Analysis), PetAirapy’s proprietary software for evaluating animal care environments and designing air disinfection systems to ensure the optimal solution for economically and effectively controlling disease outbreaks. Annette has a passion for animal health and educating animal care providers on reliable, non-toxic ways to create clean, healthy environments for animals—and the humans that care for them—that are protected from airborne pathogens, infectious diseases, and noxious VOCs. To learn more about PetAirapy and for a complimentary ZUVA analysis, visit petairapy.com.

vaccine protocols to include cleaning the air as well. You’re not only protecting against the spread of known pathogens, but unknown ones as well. As described by the ASA above, aerosolized pathogens may become suspended in air currents and travel longer distances.

Whether human or animal, whether COVID-19 or H3N8, aerosolization is a studied, researched and supported fact of the airborne transmission route, which makes eliminating those aerosolized pathogens while they’re in the air imperative. Air can be sanitized and achieve up to a 99.9% kill rate of pathogens with ultraviolet germicidal irradiation (UVGI) if it’s done properly. This type of UV has been used in human healthcare for close to a century to disinfect, sanitize and control infection in hospitals and other highly sensitive environments where maintaining sanitary air circulation is critical.

Animal care should be no different, particularly where there are fewer barriers to transmission (animals typically don’t wear surgical or respirator masks). For effective air sanitizing, it’s also imperative to work with experts who understand the human-animal bond, and understand animal pathogens and human pathogens—both existing and emerging.

References 1. Why Tracing The Animal Source Of Coronavirus Matters, www.cbc.ca/news/health/ coronavirus-zoonosis-1.5440146 2. Low-level of infection with COVID-19 in Pet Dog, https://www.info.gov.hk/gia/ general/202003/04/P2020030400658.htm 3. Frequently Asked Questions: COVID-19 and Animals, https://www.cdc.gov/ coronavirus/2019-ncov/faq.html#animals 4. Aerosol and surface stability of HCoV-19 (SARS-CoV-2) compared to SARSCoV-1, https://www.medrxiv.org/content/10.1101/2020.03.09.20033217v1.full.pdf 5. Can The New Coronavirus Spread Through Building Pipes, www.livescience.com/ coronavirus-spread-building-pipes.html

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PETVET TOp 10 1

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30

PETVET MAGAZINE

this month

See how many you can do!

6 Looking for a job in the animal health industry?

It is time to update your LinkedIn profile. LinkedIn is a social media site specifically for job seekers. It’s a great way to show off your credentials while at the same time networking with people that can help you get an industry position.

CLOCK 7 Is your biological TICKING? Consider freezing your eggs. The treatment process usually takes 10-14 days and, according to experts, patients age 35 or younger with normal ovarian reserve have the best chance of success.

9

8

WANT MORE

endurance?

1 UP

Try a shot of cherry juice.

A recent study found that tart cherries improved endurance exercise performance.

KNOW AN ASPIRING young veterinarian?

Encourage them to pursue their dreams by joining Vet Set Go. This site provides resources for everything they would want to know about becoming a vet and exploring veterinary medicine, including contests, activities and opportunities like volunteering, meeting other future vets and spending summers at Vet Camps and Zoo Camps! Help your tween or teen create a profile today at vetsetgo.com.

10 WANT TO INCREASE YOUR HAPPINESS

aT WORK? PETVET MAGAZINE

Take a walk on your lunchbreak.

Exercise and outdoor time both have something in common— they release endorphins that help make you feel happier.

31

Industry News

VMX 2020 Focuses on

wellbeing

This year’s North American Veterinary Community’s (NAVC) Veterinary Meeting & Expo (VMX), which took place this past January in Orlando, FL, offered attendees new wellness initiatives along with the usual slate of animal health-focused workshops.

A

By Jen Phillips April Photos by VMX 2020 Universal Image 32

s the largest animal health conference for continuing education, they welcomed a record 18,000+ attendees this year.

Dr. Dana Varble, Chief Veterinary Officer, NAVC shared her thoughts about this year’s added focus on wellbeing and mental health: “With so many veterinarians in a mental health crisis, mental health is a critical issue. We thought, let’s share more tools and resources for wellbeing. Not only for those in crisis but for those who aren’t thriving.”

As a result, VMX offered a wide variety of programming including fun programs like “Puppies and Pilates” and “Goat Yoga” alongside the more technical continuing education programs.

Dr. Varble says, “It was fun to watch them. When people try to do plank with a goat standing on their back, you can’t help but laugh. It gives everyone a chance to take a rest.”

Dr. Varble says the workshop area was completely new. “We’re excited to bring people from both inside and outside of the profession to address wellbeing. We had Nadine Hamilton, an Australian psychologist who

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focuses on veterinary wellbeing, speak on how veterinarians can take care of their mental health. Her book, Coping with Stress and Burnout as a Veterinarian, uses evidence-based research to assist others in achieving wellbeing.

“We had Melanie Goble from Not One More Vet, Inc. lead a session on Compassion Fatigue. We even had poet Andrea Gibson perform a heart-wrenching dedication to veterinarians.”

In addition to diversifying the type of workshops available, they also diversified the types of learning platforms. Dr. Varble says, “Personally, as a Chief Veterinarian Officer, I’m fascinated by adult learning. Our attendees learn in many different ways. Some of them want lectures and some want a more intimate approach.”

VMX offers over 900 sessions during the five days, including 42 Continuing Education sessions where veterinarians can earn up to 42.5 credits.

And because it can be difficult for parents to attend conferences, Merck helped provide activities for children and there was an expanded area for nursing mothers. In this way, practical considerations could be met which kept with the wellbeing theme.

Wellbeing is a way of life. As Dr. Varble says, “We want to make people feel safe, calm, and protected.” 

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33

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