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On People Focus ANICURA | QUALITY & SUSTAINABILITY Quality& SUSTAINABILITY REPORT 2020 REPORT 2020 COVID-19 affects us all Focus on people CREATING AND SHARING BEST PRACTICES TOWARDS SUSTAINABLE VETERINARY CARE ANICURA QUALITY & SUSTAINABILITY REPORT 2 CONTENT 15 REALISTIC DIAGNOSTIC MEDICINE PROFESSIONAL DEVELOPMENT An online AniCura Laboratory AND SPECIALISATION toolbox helps clinics to improve A robust infrastructure the quality of laboratory work. across continuous competence development is key for future success. 26 4 MESSAGE FROM THE CEO 6 HIGHLIGHTS 2020 ANICURA’S ANTIBIOTIC GUIDELINES 7 ANICURA IN BRIEF Guidelines for the most common 8 COVID-19 AND VETERINARY CARE indications of systemic antibiotic use 10 FOCUS ON PEOPLE will reduce unnecessary usage. 12 MEDICAL QUALITY AT ANICURA 13 QualiCura 30 15 Encouraging professional development and specialisation 18 Creating and sharing medical best practices 22 Improving professional communication skills 26 Providing reliable diagnostic medicine 28 Monitoring surgical site infections 34 30 Ensuring wiser antimicrobial use 28 32 Securing infection prevention and control MONITORING SURGICAL 34 Enabling good incident handling SITE INFECTIONS 37 Ways of Working Surgical site infection can be prevented to a large extent ENABLING GOOD 42 High quality data for better pet care INCIDENT HANDLING if the right protective A system for reporting incidents 44 FIVE YEARS WORKING WITH QUALICURA mea sures are in place. enables improvements, learnings 48 FOCUS ON PEOPLE and preventive actions. 50 ANICURA RESEARCH FUND ANICURA QUALITY & 3 SUSTAINABILITY REPORT “AniCura’s impact on our industry is significant, as is our responsibility. We make a better world for pets, by shaping the future of veterinary care, together” AZITA SHARIATI, GROUP CEO, ANICURA ANICURA QUALITY & 4 SUSTAINABILITY REPORT Staying strong in the crisis AniCura continues to stand strong and grow rapidly as a We started to take vital first steps to leading provider of modern, high-quality veterinary care for improve and harmonise our diversified infrastructure and systems, securing pets. COVID-19 had an unprecedented effect on society and improved operational efficiency and businesses, but we rose to the challenge in all of AniCura’s services to pets and our partners. markets. Above all, we never deviated from AniCura’s natural Our new graduate programme provides mentorship, improved medical knowledge DNA - sustainable operations, high quality and wellbeing for pets. and safety for new veterinarians. We also launched Engage – AniCura’s new leadership & business development program, an important step in main- As of December 2020, AniCura is Our industry impacts animals, people taining a values-based company with present at 350 European locations in and the environment. We must therefore great leaders. 13 countries and we attend to three strive for a more sustainable way of Our key priorities have become million companion animal patients working, inspired by the guiding the cornerstones in our new business per year. Our impact on the veterinary principles of the United Nations strategy for the coming three years. care industry is significant, as is our Global Compact*. AniCura’s co-operation with Mars responsibility in shaping the future. In a five-year period, the use of Veterinary Health has started to antibiotics at AniCura’s veterinary evolve, and we are developing new HIGH MEDICAL QUALITY hospitals and clinics in Europe has opportunities within the ecosystem. Health and wellbeing for our associates declined with almost 50%. By intensi- The ambition is to be a driving force in have been a high priority for us. fying our actions, AniCura is confident developing veterinary care on a global During 2020, all AniCura’s hospitals to reach its goal of 5% antibiotic use scale. and clinics have been open. We have in 2030. This is also well aligned with We will continue to make a better continued to operate with the highest the strategy set by AniCura’s parent world for pets, by shaping the future safety standards during the pandemic. company, Mars Veterinary Health. of veterinary care, together. “Operating with OUR PEOPLEPETER DAHLBERG, CEO the highest safety Throughout the year, AniCura has continued to invest in more advanced standards during medical equipment, facilities and in AZITA SHARIATI the pandemic” our associate’s future development. Group CEO, AniCura * https://www.unglobalcompact.org/what-is-gc/mission/principles ANICURA QUALITY & 5 SUSTAINABILITY REPORT Highlights 2020 Four years with reduced use of antibiotics 14% 13% 12% 8% 8% 40% MORE PETS 2016 2017 2018 2019 2020 ON ANIPLAN DESPITE COVID-19, 500 ANICURIANS ATTENDED ACE COURSES AND 1st DEVELOPMENT PROGRAMMES QUALICURA SURVEY ON PROFESSIONAL AniCura Medical Interest Group discussions on Yammer COMMUNICATION SKILLS 8,000Attract VIEWSMore than CHEMICAL 93% APSIS FREE of 460 surveyed CLEANING AniCurians 150 clinics are actively reporting incidents in APSIS 8/13 countries use APSIS 92% of incidents are preventable INITIATED IN 40% result in patient AUSTRIA, GERMANY harm & DENMARK AniCura veterinarians state that communication ANICURA’S CONSULTATION skills have strong APP AVAILABLE IN ALL or very strong impact on quality of care SCANDINAVIAN COUNTRIES ANICURA QUALITY & 6 SUSTAINABILITY REPORT AniCura in brief AniCura is a leading European provider of high-quality AniCura veterinary care for companion animals. AniCura is a family of well-known animal European locations and creates peace values hospitals and clinics specialised in of mind for pet owners through excel- veterinary care for companion animals. lent access and patient safety. Every Born out of the idea that sharing year, AniCura’s 7,500 passionate TOGETHER resources creates opportunities for veterinary professionals attend to better veterinary care, the company three million companion animal RESPONSIBILITY & INITIATIVE was established in 2011 as the first patients. AniCura is a trusted training merger of companion animal hospitals and referral body. CARE & COMPASSION in the Nordic region. Today, AniCura is a role model HOW WE WORK EXPERTISE & DEVELOPMENT with in specialised veterinary care and At AniCura, most decisions are taken a valued partner for pet owners and locally, close to the patients and HONEST & OPEN referring veterinarians across Europe. customers. On country and group Since 2018, AniCura is part of Mars level, functions within for example Veterinary Health, a family-owned HR, IT, marketing, veterinary quality company focused on veterinary care and administration provide support and pet nutrition. Mars Petcare’s to clinics. Our vision, values and purpose is to create A BETTER WORLD medical quality, program ensures a FOR PETS. joint direction and structured quality development. WHAT WE DO AniCura offers a wide range of high- THE VALUE WE CREATE IN SOCIETY quality medical services covering Investments in improving medical preventive and basic health care as quality and patient safety through well as advanced diagnostics, internal education, research, equipment and medicine, intensive care, surgery and premises are significant. orthopaedics. AniCura also provides The company stands for a large rehabilitation, physiotherapy and part of the round-the-clock emergency dietary advice and offers selected pet care availability in Europe. Direct and food and care products. indirect job creation in the veterinary AniCura provides modern, high- industry and adjacent sectors form an quality veterinary care for pets at 350 important part of AniCura’s value creation. 3 MILLION PATIENT VISITS We shape 350 ANIMAL HOSPITALS the future of AND CLINICS veterinary care, 7,500 EMPLOYEES together 2,800 VETERINARIANS ANICURA QUALITY & 7 SUSTAINABILITY REPORT COVID-19 and Veterinary Care AniCura is committed to develop medical quality, customer service and work environment ANICURA QUALITY & 8 SUSTAINABILITY REPORT COVID-19 and Veterinary Care Emergency and critical care support during the COVID-19 pandemic During the first initial phase of the veterinary business units within COVID-19 pandemic, many hospital Mars Veterinary Health developed ”Thank you for putting and clinics at AniCura had to re- clinical webinars and checklists. together such incredible focus and prioritise emergency These were made available to all resources” cases. To support and provide up- AniCura employees through the Veterinarian working to-date, easily accessible facts and intranet and digital learning night shifts guidelines, a team from across the management platforms. Securing continuity and safety during COVID-19 In March, Mars Veterinary The purpose was to deliver the best The Business Continuity Health formed a Business possible care to the patients during Team’s deliverables: these difficult times, but also to • Risk assessment Continuity Team, to keep support our clinics in the best • Support in procurement track on the changing possible way. of PPE COVID-19 situation amongst It became clear early in the • Recommendations, and guidelines in the ways of countries and continents. pandemic that recommendations and guidelines had to be adapted working under COVID-19 according to specific situations. restrictions ANICURA QUALITY & 9 SUSTAINABILITY REPORT Focus on people STRONGER together Year 2020 has showed that important this year and has certainly An extended period of care leave for strong company values are played a role in forming AniCura’s caregivers was also implemented. corporate culture. To manage any anxiety due to the fundamental in a crisis. Early
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