firstline INCLUDES THE Strong veterinary teams, compassionate client and patient care Dermatology ÒTalk to the pawÑ ” p10 thatÕs not my job DENTAL CORNER: Photos of a cat with a fractured mandible p15 WEIGH IN: What to say when clients diss their dogÕs weight 8 MICROCHIPS: Know your role to help pets get home again 14 FELINE DIABETES: Help cat owners manage their petÕs disease 21 ANNUAL REVIEWS and how to change them for the better 27 SICK OVER WORK? Use these tips to control zoonoses at work 31 June 2013 | Volume 9 | Number 6 | dvm360.com magentablackcyanyellow ES258542_fl0613_cv1.pgs 05.30.2013 01:15 ADV magentablackcyanyellow ES262711_FL0613_CV2_FP.pgs 06.01.2013 04:30 ADV On the INSIDE 5 | Dear Firstline » Should I ofer discounts? 6 | dvm360.com news » Oklahoma tornado claims countless animal lives 7 | Ask the experts » Ask Shawn: Fighting 5-fnger discounts » When clients diss their dogs 10 | Pearls of practice » Practice life: Te ABCs of a clean team » Te VHMA fles: Overcome hurtles to present your idea 12 » What’s your role? Microchips “Talk to the paw— 27 |Zoom in on your annual review that’s not my job” and other myths It’s time to make way for service that leaves pet owners purring. Consider this advice to come up to scratch when clients visit your practice. 27 page 15 By Brian Conrad, CVPM It’s time to embrace a new outlook on CLIENT RELATIONS employee reviews. Take the sting out of a diabetes diagnosis By Bash Halow, LVT, CVPM Support pet owners by using these tender communication techniques to ease ❯❯ PLUS Be a great reviewee page 28 the burn of this challenging disease. page 21 By Mandy Stevenson, RVT dvm360 Toolkit: Dermatology TEAM SAFETY 37 | Marketplace When work makes you sick Sick over work—literally? Use these tips to control zoonoses in the workplace. 40 | By the numbers page 31 By Oriana Scislowicz, BS, LVT Eliminate the spread of gossip ❯❯ PLUS 5 steps to cleaner hands page 34 dvm360.com | Firstline | June 2013 | 1 magentablackcyanyellow ES258402_fl0613_001.pgs 05.29.2013 23:39 ADV online CONTENT Join our circle at dvm360.com/community Follow us at twitter.com/fi rstlinemag Like us on facebook.com/FirstlineMag Team meeting in a BOX Get the full scoop on how to make strong pet insurance recommendations—as well as a complete set of lesson plans to hold educational team meetings in your practice—at dvm360.com/teammeeting. You’ll fi nd critical tools, including how to select the policies your practice will recommend as well as step-by-step tips to complete claim forms and practice each team member’s role in client communication. Facebook A spoiled dog ... and a forgotten cat foibles and Steve Dale, CABC, explains why Twitter it’s so important to ask pet own- treats ers if they have cats you’re not Dr. Andy Roark, MS, explains why it seeing. Visit dvm360.com/ really is OK to be funny on your veteri- spoileddog to read nary practice’s social media outlets at how a loving pet dvm360.com/laughatwork. You can owner’s misun- see Dr. Roark speak on social media at derstandings about CVC Aug. 23 to 26 in Kansas City, Mo. her pets’ needs led her to make Visit thecvc.com to learn more. mistakes in the care she didn’t know enough to ask for. Ease clients’ euthanasia pain Subscriber Services: Call (800) 815-3400 in the United States, or (888) It’s never easy to say goodbye, but 527-7008 or (218) 740-6477 in Canada; fax (218) 740-6417; or write to: Dr. Robin Downing says you can Firstline, 131 W. 1st St., Duluth, MN 55802-2065. If you are unable to con- nect with the 800 numbers, e-mail fulfi ll@superfi ll.com. Reprint Services: make things better by empower- Call 1-877-652-5295 ext. 121 or email [email protected]. Outside ing and informing pet owners US, UK, direct dial: 281-419-5725. ext. 121 Back Issues: Individual cop- ies are available for one year; to order, call (800) 598-6008. Permissions/In- throughout the diffi cult event. See ternational Licensing. Call Maureen Cannon at (440) 891-2742. List Sales: her tips at dvm360.com/ Please contact List Account Executive Renée Schuster at (440) 891-2613. Editorial Offi ces: Write to 8033 Flint, Lenexa, KS 66214; or call (913) 871- euthanasiatips. 3800. Visit our websites: dvm360.com; thecvc.com; industrymatter.com. 2 | June 2013 | Firstline | dvm360.com GETTY IMAGES/GEORGE DOYLE & CIARAN GRIFFIN/ ULTRA.F magentablackcyanyellow ES257582_fl0613_002.pgs 05.29.2013 03:21 ADV THE REAL-BEEF CHEWABLE. REAL EASY PREVENTION. It’s easy to see how the Real-Beef Chewable supports your recommendation for year-round heartworm disease prevention. HEARTGARD® Plus (ivermectin/pyrantel) is: • The only heartworm preventive that comes in the Real-Beef Chewable • The heartworm preventive dogs love to take1,2 • The #1 most requested heartworm preventive3 • Backed by the Plus Customer Satisfaction Guarantee4 1 Of dogs showing a preference in three studies, dogs preferred HEARTGARD® Chewables over INTERCEPTOR® (milbemycin oxime) Flavor Tabs® by a margin of 37 to 1; data on file at Merial. 2 Of dogs showing a preference in two studies, all dogs preferred HEARTGARD Plus Chewables to TRIFEXISTM (spinosad + milbemycin oxime) beef-flavored chewable tablets; Executive Summary VS-USA-37807 and VS-USA-37808. 3 Opinion Research Corporation, Heartworm Prevention Medication Study, 2012. Data on file at Merial. 4 Ask your Merial Sales Representative for full guarantee details. ® ®HEARTGARD and the Dog & Hand IMPORTANT SAFETY INFORMATION: HEARTGARD (ivermectin) is logo are registered trademarks of well tolerated. All dogs should be tested for heartworm infection before Merial. All other marks are the property starting a preventive program. Following the use of HEARTGARD, of their respective owners. ©2013 Merial Limited, Duluth, GA. All rights digestive and neurological side effects have rarely been reported. reserved. HGD13TRTRADEAD3 (04/13). For more information, please visit www.HEARTGARD.com. JoinPowerof12.com See brief summary on page 04. magentablackcyanyellow ES262695_FL0613_003_FP.pgs 06.01.2013 04:29 ADV CHEWABLES CAUTION: Federal (U.S.A.) law restricts this drug to use by or on the order of a licensed veterinarian. Mission INDICATIONS: For use in dogs to prevent canine heartworm disease by eliminating the tissue stage of heartworm larvae (Dirofilaria immitis) for a month (30 days) after infection and for the treatment and control of ascarids (Toxocara To inspire receptionists, credentialed technicians, canis, Toxascaris leonina) and hookworms (Ancylostoma caninum, Uncinaria stenocephala, Ancylostoma braziliense). practice managers and veterinary assistants to build DOSAGE: HEARTGARD® Plus (ivermectin/pyrantel) should be administered orally at monthly intervals at the recommended minimum dose level of 6 mcg of ivermectin per kilogram (2.72 mcg/lb) and 5 mg of pyrantel (as pamoate strong relationships with co-workers, improve their salt) per kg (2.27 mg/lb) of body weight. The recommended dosing schedule for prevention of canine heartworm disease communication skills and educate clients with confidence and for the treatment and control of ascarids and hookworms is as follows: in order to enhance their contributions to a veterinary Color Coding 0n practice and maximize every patient’s well-being. Dog Chewables Ivermectin Pyrantel Foil Backing Weight Per Month Content Content and Carton Up to 25 lb 1 68 mcg 57 mg Blue Content Group 26 to 50 lb 1 136 mcg 114 mg Green Editor/Business Channel Director | Brendan Howard 51 to 100 lb 1 272 mcg 227 mg Brown (913) 871-3823, [email protected] HEARTGARD Plus is recommended for dogs 6 weeks of age and older. For dogs over 100 lb use the appropriate combination of these chewables. Editorial Consultant | Portia Stewart ADMINISTRATION: Remove only one chewable at a time from the foil-backed blister card. Return the card with the Content Manager | Adrienne Wagner remaining chewables to its box to protect the product from light. Because most dogs find HEARTGARD Plus palatable, Senior Content Specialists | Alison Fulton, Mindy Valcarcel the product can be offered to the dog by hand. Alternatively, it may be added intact to a small amount of dog food. Associate Content Specialist | Ashley Barforoush The chewable should be administered in a manner that encourages the dog to chew, rather than to swallow without Assistant Content Specialists | Heather Biele, DVM | Andrea Hewitt chewing. Chewables may be broken into pieces and fed to dogs that normally swallow treats whole. Medical Editor | Heather Lewellen, DVM Care should be taken that the dog consumes the complete dose, and treated animals should be observed for a few Technical Editor | Jennifer Vossman, RVT minutes after administration to ensure that part of the dose is not lost or rejected. If it is suspected that any of the dose | has been lost, redosing is recommended. Editor, E-media Jessica Zemler Senior Designer/Web Developer | Ryan Kramer HEARTGARD Plus should be given at monthly intervals during the period of the year when mosquitoes (vectors), Art Director | Steph Bentz potentially carrying infective heartworm larvae, are active. The initial dose must be given within a month (30 days) after the dog’s first exposure to mosquitoes. The final dose must be given within a month (30 days) after the dog’s last Multimedia Contributor | Troy Van Horn exposure to mosquitoes. When replacing another heartworm preventive product in a heartworm disease preventive program, the first dose of Editorial Advisory Board HEARTGARD Plus must be given within a month (30 days) of the last dose of the former medication. Our board members provide critical insights into the challenges If the interval between doses exceeds a month (30 days), the efficacy of ivermectin can be reduced.