ANICURA | QUALITY REPORT 2017 Quality report 2017 ”Quality is always top of mind when meeting our patients” KARIN KRISTRÖM, VETERINARIAN ANICURA DJURSJUKHUSET ALBANO, SWEDEN CONTENT ”Through AniCura, we gained knowledge and support to improve patient safety at our clinic” 30 IMPROVING PROFESSIONAL COMMUNICATION SKILLS The quality of interpersonal communi- FLOOR STEMBERT, PRACTICE MANAGER AT DIER MEDISCH cation has an impact on both patient CENTRUM KENNEMERLAND, PART OF ANICURA, THE NETHERLANDS ENSURING WISER ANTIMICROBIAL USE outcomes and customer satisfaction. AniCura’s use of antibiotics was lower in 2017 than 2016, but there is still a large spread between clinics and countries. 20 CUSTOMER SATISFACTION 39 Customer satisfaction is highly dependent upon the perception of quality. More than 20 000 customers took part in AniCura’s customer satisfaction survey. 5 Message from the CEO 6 The year in brief 8 Shared resources for quality development in AniCura 10 QualiCura 12 Encouraging professional development and specialisation 16 AniCura 2017 18 Creating and sharing medical 14 best practices 20 Improving professional communication skills ENCOURAGING PROFESSIONAL 22 Providing reliable diagnostic medicine DEVELOPMENT AND SPECIALISATION 26 Monitoring surgical site infections In 2017, AniCura launched a new 30 Ensuring wiser antimicrobial use companywide education and training 32 Securing infection prevention SURGICAL SITE program called AniCura Continuing and control Infections and the use of antibiotics Education (ACE). 34 Enabling good incident handling in surgery were analysed among 36 Promoting medical record quality 1 000 dogs that underwent surgery 39 Customer satisfaction at clinics across Europe. 41 QualiCura visits 26 42 Deep-dive Sterkliniek 44 Clinical research in AniCura ANICURA QUALITY 2 REPORT YEAR 2017 ANICURA QUALITY 3 REPORT YEAR 2017 QUALITY as our first priority AniCura was founded in 2011 with a clear vision of shaping systematic, long-term quality develop- the future of veterinary care, together. This vision is about ment across the company. providing the highest quality of care available and create a TRANSPARENCY AND INSPIRATION sustainable improvement in the quality of life for companion In this report, we describe our develop- animals throughout Europe. ments and how we work to improve medical quality. We present data and results from our efforts within infection control, the use of antibiotics, customer communication, incident AniCura is a values-driven organisation program for systematic quality handling and more. For 2017, we have where motivation and engagement development, covering the most also included data around how our among employees is high, and the critical aspects of medical quality most important stakeholders, our quality agenda is widely spread across and patient safety. customers and employees, perceive the company. The 200 animal hospitals AniCura and our work around quality. 2017 IS THE THIRD YEAR that form part of AniCura have been The purpose of this report is to WITH QUALICURA, AND WE carefully selected based on their level ensure transparency around our CAN NOW SEE HOW IT LEADS of expertise and ambition to further TO TANGIBLE IMPROVEMENTS operations, highlight the benefits of develop medical quality. The quality AT OUR CLINICS close collaboration between clinics, “As a leading provider of specialised initiatives that are currently ongoing and to inspire the entire veterinary at our clinics, and the engagement The program is a support to AniCura’s industry to develop medical quality veterinary care in Europe, we have great for these topics among our 4 000 clinics, and is together with our initi- and patient safety. employees, is truly amazing. atives unique within the veterinary My hope is that this report provides opportunities but also a responsibility to industry. inspiration to all readers. A GREAT RESPONSIBILITY 2017 is the third year with QualiCura, develop the quality of veterinary medicine” Being a leading provider of specialised and we can now see how it leads to veterinary care in Europe, we have a tangible improvements at AniCura’s PETER DAHLBERG, CEO great responsibility to further accelerate clinics. Through our studies and surveys, the development of veterinary medicine. we are gaining the necessary data and PETER DAHLBERG In 2015, we launched QualiCura, a knowledge that is a prerequisite for Chief Executive Officer, CEO ANICURA QUALITY 4 REPORT YEAR 2017 ANICURA QUALITY 5 REPORT YEAR 2017 The quality year in brief AniCura in brief One of Europe’s leading provi- highest medical quality available. ders of high-quality veterinary Clinics that form part of AniCura have all been carefully selected based on care for companion animals. their level of expertise and ambition to develop medical quality. In 2015, a 1 116 AniCura is a family of well-known companywide program for medical MEMBERS IN 20 MEDICAL animal hospitals and clinics quality development, QualiCura, was INTEREST GROUPS specialised in veterinary care for launched to support clinics in their companion animals. Born out of the development efforts. The same year, idea that sharing resources creates AniCura Research Fund was founded opportunities for better veterinary to financially support clinical research. care, AniCura was established in 2011 RESEARCH13 PROJECTS RECEIVED FUNDING as the first merger of companion FROM THE ANICURA RESEARCH FUND animal hospitals in the Nordic region. • 2 MILLION PATIENT VISITS Today, AniCura is a role model within • 4 000 EMPLOYEES HIGH AND STABLE We asked AniCura specialised veterinary care and a CUSTOMER SATIFACTION valued partner for pet owners and • 1 200 VETERINARIANS employees: referring veterinarians across Europe. ”Do you think the • 7 COUNTRIES patients visiting INDEX FOCUS ON MEDICAL QUALITY • 200 ANIMAL HOSPITALS 24 000 your clinic recieve AniCura’s ambition is to provide the AND CLINICS patient records reviewed to veterinary enhance quality care of high quality?” 92% 4 industry unique quality studies 88% VISION: SOURCE: ANICURA CUSTOMER SURVEY 2017 SWEDEN NORWAY 83 QualiCura DENMARK 85% We shape the • 6% INFECTION RATE AT SURGERIES future of veterinary • 13% OF PATIENTS RECEIVED NETHERLANDS ANTIBIOTICS care, together • 7,6 ML HAND SANITISER USED PER DAY AND PATIENT • 50% OF CLINICS DO REGULAR CONTROL CHECKS ON LABORATORY AND IMAGING EQUIPMENT GERMANY, AUSTRIA AND SWIZERLAND AND AUSTRIA GERMANY, 600 employees in professional communications trainings SOURCE: ANICURA EMPLOYEE SURVEY 2017 SURVEY EMPLOYEE ANICURA SOURCE: ANICURA QUALITY 6 REPORT YEAR 2017 ANICURA QUALITY 7 REPORT YEAR 2017 “Our ambition is to provide veterinary care of highest possible quality” ULRIKA GRÖNLUND, SHARED GROUP MEDICAL QUALITY MANAGER During 2017, AniCura’s central Veteri- nary Medical Quality Development resources team comprised: JO AMUNDSTAD, DVM, MVM, Managing Director, VetScan ANNELI BJÖERSDORFF, for quality DVM, PhD, AniCura Group Education Manager ULRIKA GRÖNLUND, DVM, PhD, Associate Professor, Group Medical Quality Manager development PETER FELEDY, Group Care Services Director KIM MIDDELDORF, DVM, Operations and Quality Manager Medical quality development through knowledge sharing LISEN SCHORTZ, Biomedical Scientist, Group and shared resources makes AniCura unique. Through the Medical Development Coordinator STEIN ISTRE THORESEN, support from central functions and by sharing best practices DVM, PhD, Professor, Dipl ECVIM, Dipl ECVCP, across clinics and countries, the development of medical Group Medical Development Director quality can be accelerated. reviews research applications and al- ANICURA’S VETERINARY MEDICAL PETER DAHLBERG, Chief Executive Officer QUALITY COORDINATORS locates funds from AniCura’s Research DEVELOPMENT COUNCIL NANNA DENNEBERG, DVM, with Swedish In 2017, each clinic within AniCura Fund. AniCura’s Veterinary Medical Devel- specialist qualification in canine and feline oncology appointed a quality coordinator to opment Council ensures that trends PETER FELEDY, facilitate and organise the clinics’ AniCura’s Scientific Council enjoyed and developments in the veterinary (chair), Group Care Services Director One of the benefits of AniCura as an the central quality team, the scientific implementation of QualiCura. The the following members in 2017: industry are appropriately reflected in BIRGITTE GRANN GREVE, DVM, veterinary ophthalmology specialist employer, institution and company council and the veterinary medical quality coordinators are veterinarians, ANNELI BJÖERSDORFF, AniCura’s strategies. The council also is the possibility for closer collabora- development council. nurses or managers. However, it DVM, PhD, Group Education Manager addresses ethical dilemmas arising MARIE GUSTAVSSON, Veterinary nurse tion to facilitate best practice sharing is always the Practice Manager at STEEN ENGERMANN, DVM, Danish specialist from the rapid advancement of special- FRANK HÖHNER, DVM and thereby accelerate development QUALITY DEVELOPMENT TEAM each clinic who has the ultimate veterinarian (specialdyrlæge) in oncology ised veterinary care. MAAIKE MARIJNE, Veterinary nurse of medical quality in a way that was This team supports the continuous responsibility for systematic quality BARBARA KASER-HOTZ, MARCEL REIJERS, DVM Prof. Dr. med vet., Dipl ACVR, Dipl ECVDI previously not possible. in-clinic development work by provid- development. AniCura’s Veterinary Medical Develop- HENRIK STRANGE, DVM, Danish specialist MONIKA LINEK, DVM, Dipl ECVD Quality improvements across AniCura ing