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DVM, CVPM



A Guide for Veterinary Professionals
ummer is a fun time when we can get out and do activities that include our family members, friends and pets. As advocates for pets and resources for pet owners, veterinary professionals want to be well-versed in the challenges that summer can bring. One of those challenges is storm anxiety.
Storm anxiety in animals, particularly dogs and cats, is a common and frequently debilitating condition. Storm anxiety is more complex than noise aversion alone.1 Thunderstorms include a combination of loud noises, changes in barometric pressure and static electricity, all of which can trigger fear responses in sensitive pets. The following will explore the causes of storm anxiety, the physiological and behavioral effects on animals, and some of the treatment strategies.
First, we must be aware that storms can be scary in more ways than one. They are loud and sudden. Thunder, wind and rain can all make noise that pets find frightening. Barometric pressure is the weight of the air in the atmosphere, and low atmospheric pressure causes air to rise and allow clouds to form storms. Pets seem to be able to sense changes in barometric pressure more readily than humans. These changes can certainly become a trigger for sensitive pets.
Some pets can experience an unpleasant buildup of static charges in their fur, which may contribute to discomfort. Additionally, environmental cues like lightning flashes, changes in light levels and even human behaviors (like rushing to close windows or cover plants) can act as warning signals for anxious animals.
In affected animals, these stimuli activate the autonomic nervous system, triggering the classic “fight, flight, or freeze” response. This leads to physiological changes, such as increased heart rate, panting, drooling or pacing.
Veterinarians should be proactive in identifying signs of storm anxiety, as many pet owners may not recognize their pet’s behavior as problematic, especially in the early days. It is important to note that other diseases can produce similar signs, like neurologic disorders, pain and even some metabolic issues.2
Clinical signs include:
- Mild anxiety: Restlessness, panting, seeking comfort, trembling
- Moderate anxiety: Pacing, whining, hiding, destructive behavior
- Severe anxiety: Extreme escape behaviors (chewing through walls, breaking windows), excessive salivation, urination/defecation, self-injury
A thorough history is crucial and even more valuable before the behavior has escalated. Asking pet owners about their observations of their pets during storms (and in daily life) can help start the path to early recognition and intervention. These types of questions should be a part of every examination from the beginning with a pet and owner.
Creating a Safe Space
A designated “safe zone” can help animals feel secure during storms. This could be a small, windowless room with soundproofing elements such as blankets, white noise machines or calming music. Many pets can benefit from a crate or enclosed area where they feel protected. It is important that the safe space not be only utilized during scary times or it can start to feel less safe. The safe zone should be a happy place with special toys or high-value treats.
Behavioral Modification
Behavioral modification can be effective in reducing storm anxiety over time. Although many articles have been published about counterconditioning, a recent review found that we need more comparable studies using standardized techniques to assess true effectiveness.3 It is valuable for veterinary professionals to establish a relationship with a trusted local trainer that is willing to include the veterinary team in the management of behavior modification in these patients.
Tactile and Pressure Therapy
Some pets respond well to the use of pressure wraps, such as the ThunderShirt®, which applies gentle, constant pressure to reduce anxiety. Additionally, some dogs find comfort in physical contact with their owner, but this should be done in a way that reinforces calm behavior rather than fear.
Pheromone Therapy
Thunderease® (for dogs) and Feliway® (for cats) are synthetic pheromones designed to mimic natural calming signals. These can be used in conjunction with other interventions to create a more soothing environment.
For pets with moderate to severe storm anxiety, medical intervention is often necessary. The choice of pharmacological therapy depends on the severity of symptoms and the individual pet’s needs. Be mindful that many of our options are extra label. Potential pharmaceutical options include:
- Benzodiazepines (e.g., Alprazolam, Diazepam) can be effective for acute anxiety episodes but should be administered before the onset of the storm for maximum effect. A trial dose is advised to observe for paradoxical excitation, and because of their controlled status, they may be difficult to handle consistently.
- Trazodone is a serotonin antagonist and reuptake inhibitor that provides sedation and anxiolytic effects. Some patients see improvement on trazodone if given prior to the stressful incident.
- Clonidine is an alpha-2 agonist that helps with situational anxiety and panic responses.
- Gabapentin is used to reduce episodic anxiety; however, its action is not 100% understood. It has been shown to reduce storm anxiety when administered at least 90 minutes prior to the storm.4
- Sileo® is dexmedetomidine oromucosal gel that is FDA approved for the treatment of noise aversion in dogs.
For pets with persistent anxiety, daily medication may be necessary and may require combination with other medications, especially during storm season. These medications include:
- Selective serotonin reuptake inhibitors (SSRIs) may useful for dogs with generalized anxiety that includes storm phobia.
- Tricyclic antidepressants (TCAs; e.g., Clomipramine, Amitriptyline) can be beneficial for pets with coexisting anxiety disorders.
Nutraceuticals and supplements may help as adjunctive treatments, but are unlikely to provide enough assistance to be used as a single agent to treat storm anxiety. These supplemental options include:
- L-theanine and casein-based products (e.g., Zylkene®) may provide mild calming effects and is unlikely to cause side effects.
- Melatonin can help regulate sleep and reduce anxiety in some dogs and is generally believed to be safe, but again, it is not likely to provide enough support to be used alone for these cases.
- CBD products are growing in popularity, though research is still emerging on efficacy and safety. The AVMA acknowledges that there is limited scientific evidence on risks and benefits of cannabinoids in animals, and veterinary professionals should remain up to date on current federal and state regulations.
Pet owners need clear, evidence-based guidance on how to manage storm anxiety. Some key points that should be shared with pet owners include:
- Early intervention is best: Addressing mild anxiety before it escalates can prevent severe phobias.
- Avoid punishment: Scolding a frightened pet worsens anxiety.
- Pre-storm preparedness: Medications should be administered before a storm begins for best results.
- Multimodal approach: Combining behavioral therapy, environmental changes and medication often yields the best outcomes.
In addition, providing handouts, online resources, and follow-up appointments can improve owner compliance and treatment success.
Storm anxiety can severely impact an animal’s wellbeing, but with proper diagnosis and a multimodal treatment plan, many pets can be helped. Veterinary professionals play a crucial role in guiding pet owners through behavioral training, environmental modifications and pharmacological options to create a calmer, more comfortable experience for their pets. By recognizing the signs early and taking proactive measures, we can improve the quality of life for both pets and their owners, strengthening the human-animal bond in the process.
- Perdew I, Emke C, Johnson B, et. al. Evaluation of Pexion® (imepitoin) for treatment of storm anxiety in dogs: A randomised, double-blind, placebo-controlled trial. Vet Rec. 2021 May;188(9):e18. doi: 10.1002/vetr.18. Epub 2021 Jan 21. PMID: 33960445.
- Ballantyne, KC. Separation, Confinement, or Noises: What Is Scaring That Dog? Veterinary Clinics of North America: Small Animal Practice. Volume 48, Issue 3,2018,Pages 367-386, ISSN 0195-5616, ISBN 9780323583824, https://doi.org/10.1016/j.cvsm.2017.12.005.
- Shnookal J, Tepper D, Howell T, Bennett P. Counterconditioning-based interventions for companion dog behavioural modification: A systematic review. Applied Animal Behaviour Science. Volume 276, 2024, 106305, ISSN 0168-1591, https://doi.org/10.1016/j.applanim.2024.106305.
- Bleuer-Elsner S, Medam T, Masson S. Effects of a single oral dose of gabapentin on storm phobia in dogs: A double-blind, placebo-controlled crossover trial. Vet Rec. 2021 Oct;189(7):e453. doi: 10.1002/vetr.453. Epub 2021 May 16. PMID: 33993491.



By Mark Baldwin
eterinary Practice Management Software (PIMS) was slow to gain traction in clinics, largely due to the absence of government mandates or financial incentives commonly found in human healthcare.1 Initially developed for simple scheduling and digital record-keeping, PIMS has since evolved into a vital tool for managing the complexities of a modern veterinary practice.
As the veterinary software market continues to grow, emerging technologies are transforming the way clinics operate. According to Market.us Media, industry growth, projected to hit $2.15 billion by 2033, is being fueled by rising pet ownership and increasing demand for more efficient practice management solutions.2
So, what innovations are shaping the future of PIMS? The following delves into the must-have and nice-to-have features that will define veterinary practice management in the coming years.

Managing medications and medical supplies effectively is crucial, with most veterinarians and clinic staff emphasizing the importance of inventory management in their PIMS. Automated tracking helps prevent shortages and overstocking, ensuring clinics have the necessary supplies on hand without excess waste.


Pet owners increasingly prefer self-service options such as online booking and instant access to medical records. While clinics acknowledge the benefits, only some see this feature as a must-have.

Veterinary software is advancing rapidly, driven by AI-powered tools, automation and improved client communication. What once were “nice-to-have” features are quickly becoming essential, and this shift is already in motion. As these advancements become standard, it’s important to stay ahead of industry trends and be open to AI-driven veterinary PIMS.
- IEEE. (January 2017) Electronic Health Records in Veterinary Medicine. IEEE Pulse. https://www.embs.org/pulse/articles/electronic-health-records-veterinary-medicine/
- Deb, T. (November 2024) Veterinary Software Market Toward US$ 2154.6 Million By 2033. Market.us Media. https://media.market.us/veterinary-software-market-news-2024/



By Cari Wise, DVM

This clear division of responsibility is powerful. It reminds us that our job is not to “heal animals;” our job is to offer the best medical recommendations possible (not to convince, coerce or control what the client decides to do), and then to implement the client’s decisions.
Providing veterinary care costs money and, let’s face it, most of us find conversations around money to be stressful. But the discomfort we feel doesn’t actually come from the client’s reaction to our treatment plan or the decisions they make. It comes from what we are individually making the client’s decisions and behaviors mean about ourselves, the perceived value of our services and our ability to do our jobs well.
Bluntly put: When they say no, we believe we failed (and it’s “their fault” for not saying yes). The truth is this, however, treatment plans and pricing are neutral. Independent of our beliefs, they have no ability to create an emotional reaction for us, or for the client.
Unfortunately, conversations about money tend to trigger a lot of fear and insecurity, which leads to less than optimal behavior by all parties involved. This happens because emotion fuels behavior—both ours as veterinary professionals and theirs as clients.
As veterinary professionals, our fear-driven behaviors show up as:
- Trying to guess in advance what a client will agree to and only putting those things on a treatment plan in an effort to avoid nasty comments or declined services.
- Eliminating diagnostic and treatment options before ever presenting them because we personally believe they are too expensive and feel shame or guilt about presenting them to owners.
- Client shaming, either overtly during a visit through efforts to convince a client to make a particular decision or after the fact in conversation with our team when we judge the client and share our disapproval of the choices the client made.
The bottom line is, these behaviors do nothing to save us from feeling uncomfortable, and actually erode trust with the clients which makes our job more difficult.
Unfortunately, many of us fall into the trap of hyper-responsibility, believeing we are responsible not only for patient outcomes, but also for the decisions clients make for their pets.
Unfortunately, many of us fall into the trap of hyper-responsibility, believing we are responsible not only for patient outcomes, but also for the decisions clients make for their pets. We often believe if patients don’t get better or clients decline our recommendations, then we have failed. Neither of these things is ever true because we can’t be responsible for something we can’t control.
This mindset builds a wall of resentment toward clients and negatively impacts our client interactions. Furthermore, it leads to burnout, shame and guilt, especially when outcomes are less than ideal.
In the long run, this serves the pet much better because the client won’t be afraid to return for additional care in the future. We often underestimate the number of pets that don’t receive care simply because the pet owner felt personally uncomfortable in a prior veterinary visit.
1. Share your findings in real time. Talk out loud as you complete your exam so the client hears what you are finding, even when findings are normal. This practice not only educates the owner about their pet, but also creates perceived value for the exam itself and builds client trust in your services. Commend them for things they are doing well.
Example: “You’ve done a great job keeping Fluffy at her ideal weight, keep up the good work! Her coat is in great condition and I don’t see any evidence of fleas or other parasites. Great job!”
Being up-front about the costs from the start reduces anxiety in clients and allows them to make a decision more clearly.
Example: “Fluffy appears painful in her right hind leg. Taking radiographs will help us determine the cause of her discomfort and what we can do to help her feel better.”
2. Address the costs directly. Being up-front about the costs from the start reduces anxiety in clients and allows them to make a decision more clearly.
Example: “I’m going to create a treatment plan with all the things I’m recommending today, including pricing, and then you can decide how you’d like to proceed so there are no surprises.”
Not only does this allow clients to relax instead of fearfully anticipating what you’ll say next, it also makes talking through the estimate much easier for everyone because clients already understand it is okay for them to say no.
3. Put everything on the plan. Anything you believe would provide useful information in diagnosing and treating the patient in front of you, put it all on the plan. Don’t spend any time trying to guess what the client will want to do. You can always modify the plan later, if needed, based on their response.
4. Don’t take it personally when clients decline. Remember, when it comes time for a client to accept or decline your recommendations, you’ve already done the first part of your job (exam, educate and make a medical recommendation). The next part of your job is implementation, and you can only implement based on what the client decides.
The decision is theirs alone to make. When you recognize you’re feeling offended or frustrated by their choices, remind yourself you’re only responsible for what you control so it’s okay to let it go.
5. You aren’t wasting your time. A “no” today isn’t a “no” forever. Clients learn through every veterinary interaction. Just because they decline today doesn’t mean they will decline next time, so don’t trim down your recommendations based on prior experience.
Clients appreciate consistency and acceptance of their choices. You’ll be surprised how many firm no’s turn to yes’s as trust in the relationship builds over time.





’ve known I was going to become a veterinarian since I was a little girl,” shares Dr. Renee McDougall, Bond Vet’s Head of Medicine and board-certified veterinary surgeon. “I’ll never know exactly what the driving factor was, but I do remember a time when a neighborhood dog got his paw stuck in a front door and screamed. I remember springing into action with very little knowledge on what to do. I examined his tiny paws for injury, evaluated his gait, and spoke with his owners. It was a small (and somewhat silly) moment in time, but the way I felt in that moment was absolutely addictive. I think I knew then that I was destined to become a veterinarian.
“And it wasn’t far from the example my parents had shown me, both of whom were physicians and who I’d had the opportunity to shadow in clinic,” continues Dr. McDougall. “They were both the most compassionate, kind, and intelligent people I knew, and no matter what I did, I wanted to be able to embody those characteristics, and I wanted to help people.”
“My undergraduate path at University of Pennsylvania had also uncovered a love for public health research,” she explains, “the result of a lucky recommendation to try a public health program designed to engage premed students, and my father’s push to add research to my vet school resume.”
“One Health was the intersection between that personal mission and my love of individual patient care, where there was space to acknowledge the individuality of the patient, honor the needs of the owner, and celebrate the bond between them both. What wasn’t to love?” expresses Dr. McDougall.
In addition to her passion for One Health, she also found her niche in surgery, which was sparked by the very first time she got to stand in an operating room.
“I was an overly excited kennel assistant at my first job in a local clinic, where a woman rushed in with her unconscious, giant breed dog,” Dr. McDougall recalls. “An X-ray quickly revealed the dog’s stomach to be huge and kinked. The minute the team saw the images they rushed into action, whispering the word ‘GDV.’



In her current role as Head of Medicine for Bond Vet, Dr. McDougall says each day is different, spending time all over the Bond network.
“One day last week I spent the morning in clinic figuring out how to best livestream content for our internal surgery YouTube channel,” she shares, “the afternoon interviewing candidates for our MADE new graduate program, and the evening at a nice restaurant giving a CE talk to internal and external DVMs on hemoabdomens and hemangiosarcoma.”
There is no shortage of reasons why she loves her role at Bond, but says that her favorite by far is the variety of ways she gets to invest in their teams so they feel empowered and excited to help the pets and owners who entrust them with their loved ones.


Bond Vet is all about empowering their teams to provide better, more sustainable care to the pets in their community.
“We couldn’t win as an organization without the contributions of each individual,” Dr. McDougall says. “It’s a dream job!”
Amongst her many undertakings with Bond Vet, one of her favorite accomplishments was starting the Bond to the Rescue program. The idea was sparked by the opportunity she had to interact with shelter and rescue pets as an intern and resident.
“Often the animals we met were in need of significant medical care,” Dr. McDougall recalls. “And despite the high costs of care for these complicated cases, each one of them was fully supported by a rescue that loved them and community that was willing to spend their own money to help them heal.
It had long been Dr. McDougall’s dream to bring that experience, education and community engagement wherever she landed next, and so when she joined Bond, she immediately set about forming relationships with local shelter and rescue programs.
“I emailed at least 100 organizations across our network to forge partnerships and started organizing surgical/dental training days where veterinarians at Bond could learn how to become more efficient, or more advanced, surgeons,” she shares. “We’re now in our third year of the program, and I’m so proud of its success!”
The Bond Vet practices have a rescue surgery day about once a month, treating anywhere from 4-12 pets in need within the local community. They also use these days as an opportunity to educate their teams in proficiency and efficiency in the operating room.
One change Dr. McDougall would like to see within the veterinary space in the near future is the passing of the People and Well-being (PAW) Act, which would allow pet owners to use HSA or FSA funds to cover the cost of veterinary care.

Staying on top of her own health and wellness, Dr. McDougall prioritizes spending time with her family, which includes her 14-month-old son, her husband and a large, enthusiastic pit mix.
“Outside of watching our little one grow and learn, my husband and I run when we can (once upon a time I was a track & field athlete!),” she shares. “I also have a weird love of puzzles!”
Clearly destined to become a veterinarian, Dr. McDougall has gone above and beyond the letters behind her name with her role in supporting both clients and their pets. With her talent for surgery, knack for leadership and passion for assisting those in need, she is sure to continue making positive change in the veterinary industry!



A Multimodal
Approach

Photo provided by Strut Animal Mobility Specialists

Sarcopenia, or age-related muscle loss, is well-documented in both human and veterinary medicine. It contributes to mobility issues, joint instability and injury risk. In dogs, muscle loss appears as difficulty rising, reluctance to climb stairs and reduced activity. Cats may become less agile and hesitant to jump. Early detection and intervention are key to improving quality of life.
Research reinforces the importance of maintaining muscle mass in dogs and cats to support joint health, metabolic function and injury recovery. A multimodal approach, integrating targeted exercise and optimized nutrition, is the most effective strategy for mitigating muscle loss and promoting longevity.
The Science of Rehabilitation and Targeted Exercise
Physical rehabilitation is increasingly used to restore function and prevent atrophy in recovering pets. Several therapeutic modalities have demonstrated efficacy in improving mobility and strength, including the following:
- Therapeutic exercises, proprioception drills, and core stabilization routines improve muscle engagement and neuromuscular coordination.
- Underwater treadmills and swimming minimize joint stress while promoting controlled muscle activation, aiding dogs recovering from orthopedic surgery or arthritis.
- Neuromuscular electrical stimulation (NMES) has been shown to reduce pain and improve muscle strength, particularly in post-operative cases where voluntary movement is initially limited.
- Transcutaneous electrical nerve stimulation (TENS) has many benefits in addition to pain relief, including positive effects on wound healing, muscle strength and flexibility.
- Manual therapy and stretching enhance flexibility and reduce compensatory movement patterns that can lead to further musculoskeletal imbalance.
- Pulsed Electromagnetic Field (PEMF) therapy uses alternating magnetic fields to increase calcium channel signaling and nitrous oxide production at the cellular level. In physical rehabilitation this is an accepted non-pharmaceutical modality to reduce post-operative and arthritic pain.
- Acupuncture is an accepted method to alleviate pain, reduce inflammation and improve blood flow. There are many clinical veterinary studies that demonstrate the effectiveness of acupuncture in neurologic, behavioral and chronic pain conditions.
Nutrition Innovations in Muscle Health and Recovery

One study of 100 dogs following TPLO (tibial plateau leveling osteotomy) surgery showed quicker recovery, less muscle atrophy and no increase in myostatin.1 Another study showed that approximately 70% of cats with stage 2 and 3 chronic kidney disease experienced increased lean muscle mass while on Fortetropin, with no adverse renal side effects.2
Additionally, a human study published in The Journals of Gerontology found that Fortetropin increased muscle protein synthesis by 18% in men and women ages 60-75, even without added exercise.3 Given that both humans and animals experience sarcopenia with aging, these studies highlight the potential of Fortetropin as a non-pharmacological intervention for maintaining muscle and preventing frailty in health in aging dogs and cats.
Other clinically proven supplements further support musculoskeletal health. For example, probiotics optimize gut microbiota, aiding nutrient absorption and immunity, essential for muscle maintenance; collagen supports joints, skin and connective tissues for lifelong mobility; and omega-3s from marine sources reduce inflammation and help maintain mobility in arthritic dogs. Integrating these supplements offers a well-rounded approach to muscle health and overall wellbeing in aging and injured pets.
Enhancing Patient Outcomes
1. Educating Pet Parents on Active Aging
Many pet parents are unaware of the role strength and muscle health play in their pets’ overall wellbeing, and that there are options to build and maintain muscle in dogs and cats. Age-related muscle loss causes frailty, a key factor in quality of life and a significant influence on euthanasia decisions.
As the senior pet population grows, veterinarians are increasingly encountering age-related frailty in their caseload. The entire team can recommend supplements like Fortetropin, omega-3 fatty acids from marine sources and exercise to improve the wellbeing of senior pets.
2. Multimodal Management of Arthritis Includes Maintaining Muscle
Joint supplements, maintaining an ideal body weight and non-steroidal anti-inflammatory drugs (NSAIDs) for dogs with arthritis are widely accepted in veterinary medicine. Physical Rehabilitation improves mobility and reduces pain in dogs and cats with arthritis. Goals of the rehabilitation practitioner are to maintain muscle which adds dynamic support to arthritic joints and maintains strength and mobility.
Assessing muscle condition in muscles surrounding the arthritic joint is essential. The veterinary team should offer muscle support alongside joint supplements to maximize mobility.
3. Rehabilitation Goal of Post-Op TPLO Includes Preventing Muscle Loss
Dogs that have TPLO surgery to correct a cruciate tear experience muscle loss, which can slow their recovery and use of the injured limb. Rehabilitation goals after surgery are to minimize muscle loss and help dogs walk sooner, with therapists providing strength-building exercise, aquatic therapy, and non-pharmaceutical pain management like PEMF and LASER to aid in recovery.
In addition, Fortetropin has been shown to improve these outcomes in post-op TPLO patients, making it an important supplement option for all post-op patients.
Maximize Healthspan
Not all patients have access to rehabilitation, but affordable, evidence-backed supplements can support muscle health. Enhancing muscle condition improves quality of life for aging and post-surgical pets, keeping them active, pain-free and engaged with their families longer.
- White DA, Harkin KR, Roush JK, et. al. (2020) Fortetropin inhibits disuse muscle atrophy in dogs after tibial plateau leveling osteotomy. PLoS ONE 15(4): e0231306. https://doi.org/10.1371/journal.pone.0231306
- North Carolina State University College of Veterinary Medicine. (2023) The Impact of Fortetropin® in Cats Suffering from Chronic Kidney Disease. MYOS PET. https://myospet.com/pages/clinical-studies
- Evans W, Shankaran M, Nyangau E, et. al. (2021) Effects of Fortetropin on the Rate of Muscle Protein Synthesis in Older Men and Women. The Journals of Gerontology: Series A, Volume 76, Issue 1, Pages 108–114, https://doi.org/10.1093/gerona/glaa162




Optimizing Your Team to Improve Client Care
By Louise Dunn


n today’s rapidly evolving veterinary landscape, client service has emerged as a cornerstone of successful practice management. Yet, there’s often a disconnect between how veterinary professionals perceive their level of client service and the reality experienced by pet owners. Bridging this gap is essential to not only strengthen client relationships, but to also ensure better patient outcomes and business sustainability.
But what do clients say? Herein lies the crux of the matter—perception versus reality—and the lack of information. An article in Vetsource on what clients want stated that there is “limited data on what pet owners want specifically in terms of the client experience,” but there is data from surveys of U.S. consumers, and the key factors are:1
- Speed
- Convenience
- Helpful employees
- Friendly service
Our clients are consumers, yet our internal perception is shaped by good intentions and professional standards. Many clinics offer extended hours, follow-up calls, modern equipment and continuing education to ensure high medical quality. From this perspective, client care appears robust and attentive. However, our client’s perspective is not always so rosy. Long wait times, brief consultations, lack of communication or confusion around treatment plans can all erode a client’s trust—even if the medical care is top-tier.
The right team, in the right roles, with the right support, can make or break the client journey. Yet many veterinary practices struggle to connect how staffing directly influences the perceived and actual level of care clients receive. A poorly trained team can lead to miscommunication, longer wait times and inconsistent service, leaving clients feeling frustrated, undervalued and less confident in the care their pets receive.
In addition, understaffing can be just as harmful as poorly trained or poorly leveraged staff. Understaffing leads to overworked employees, which leads to overlooked clients. Even the most skilled and compassionate team members can’t deliver gold-standard care if they’re running on fumes.
Staffing solutions that improve client care and experience may include one or all of the following:
- Invest in Support Roles: Hire or train client care coordinators or follow-up specialists to manage post-visit communication and client touchpoints. This support role can allow for more thoughtful, attentive care by the team, and can lead to a more relaxed and personalized client experience.
- Leverage Technicians and Assistants Fully: Empower techs to educate, communicate and manage more of the client interaction, thus freeing veterinarians to focus on medical decision-making.
- Cross-Train to Create Flexibility: Cross-training staff allows for better coverage during busy times and reduces bottlenecks in front desk or phone management.
- Optimize Scheduling: Avoid overbooking. Buffer times allow for meaningful client interaction and reduce the perception of being rushed.
- Monitor Workload and Burnout: Happy, healthy teams provide better care. Regular check-ins, flexible scheduling, and mental health support improve morale and client service.
- Listen to Feedback: Your team knows where the pain points are. Include them in problem-solving and decision-making to build sustainable solutions.
- Monitor Ease of Doing Business With You: Ask your clients how easy it is to do business with your practice, and then take action to reduce roadblocks and improve convenience.
A well-structured, well-leveraged team creates a seamless experience that respects clients’ time and needs, reinforcing trust and encouraging long-term loyalty. Additionally, other forms of convenience can help your team deliver award-winning client care.
- Online Appointment Scheduling: Implement an online booking system that allows pet owners to schedule appointments easily through the veterinary office’s website or a mobile app.
- Subscription Models: Today’s clients are used to subscription-based services, and veterinary practices can do the same. By offering predictable monthly payments for essential services, receptionists are empowered to have more positive, solution-focused conversations.
- Telemedicine Services: Offer telemedicine consultations for non-emergency issues. Virtual appointments can save clients time and reduce the stress of transporting their pets. They can also help the team with scheduling, and even offer the benefit of remote work.
- Automation and Technology: The convenience economy heavily relies on automation and technology to streamline processes. For the team, it can reduce repetitive tasks, minimize errors and free up time for more meaningful client interactions.
- Mobile Apps and Patient Portals: Mobile apps and patient portals allow clients to access their pet’s medical records and health metrics, schedule appointments, request prescription refills, receive reminders and more. This level of accessibility reduces the need for phone calls, minimizes wait times for information, streamlines workflows, improves follow-through, and strengthens the overall perception of professionalism and responsiveness.
- Digital Communication: Texts, emails, social media and messaging apps keep clients informed about clinic updates, pet health needs and promotions, while also helping the team with efficiency and better organization of tasks.
- E-Commerce and Online Prescription Refills: Enable clients to request prescription refills online and offer a mail or delivery service for medications and pet supplies, which can be a real time-saver for clients and team members.
- Curbside Service: This service was beneficial during the COVID-19 pandemic, and many want it to continue. Implement a system where clients can check in, communicate with staff and receive their pet’s care without leaving their vehicles.
- Extended and Flexible Hours: Consider extending your clinic’s hours, including evenings and weekends, to accommodate clients with busy schedules via your team or a third-party provider. Using a third-party provider can reduce team burnout, improve morale and increase team retention.
- Payment Options: To streamline the billing and payment process, offer multiple payment options, including online and contactless payment processing. Options can take some pressure off sensitive financial discussions and reduce the time spent following up on overdue accounts.
- Home Visits: Offer home visit services for pets that require medical attention but may have difficulty traveling. Home visits can allow for optimization of in-clinic team members and free up clinic space for more complex or urgent cases. Check your locale for third-party providers of this service.
- Education and Resources: Provide online resources, articles, and videos on pet care and common health issues. Removing the need to wait for office hours or a call back to get answers can improve client compliance because care is clearly laid out with visuals and printable PDFs. In addition, pre-visit forms, links to home-care guides and instructional videos can save time while still allowing the team to deliver high-quality care.
- Loyalty Programs: Implement loyalty programs that reward clients for their continued patronage and referrals. Automatic rewards, easy digital access to savings and reminders, and streamlined checkouts encourage routine vet visits and make the process of doing business with your veterinary practice more efficient and financially predictable.
- Personalization: Leverage data and algorithms to personalize your products and services to enhance convenience and make the care clients’ pets receive feel more relevant. Even the team benefits because personalization can reduce guesswork, improve workflow and standardize care protocols.
Take the steps to implement the best staffing solutions for your team. By strategically aligning roles, strengths and schedules, practices can ensure they have the right mix of people to handle daily operations efficiently while staying responsive to client and patient needs. When team members are supported, empowered and adequately staffed, they can deliver the kind of care that clients remember—for all the right reasons.
- 2023 Trends in Veterinary Client Experience and Customer Service. https://vetsource.com/blog/2023-trends-in-veterinary-client-experience-and-customer-service/




By Renee Machel
e often use the phrase, “It’s been a long day.” to describe fatigue, stress or overwhelm. Sometimes it’s code for tough, dragging on, chaotic or just plain exhausting. And by the end of it, we’re often too worn out to even put our feelings into words.
On the flip side, there’s also the saying, “Time flies when you’re having fun.” And it’s not just a cliché—it’s backed by science. When we’re engaged and enjoying ourselves, time moves differently in our minds.
So, what if we could take the longer days and reframe them? What if they became less about “just more hours” and more about time for joy, movement and connection?
When summer rolls around, however, you’ve got a new window of opportunity. Longer days mean it’s easier to make good on that gym membership, try that cooking class, take evening walks, join a book club or start a new hobby—without feeling like you’re sacrificing rest or comfort.
Take advantage of the extended daylight by weaving in small rituals that reconnect you with yourself and the outdoors.
If you’re a decision-maker or leader in a workplace, think creatively about how to support your team’s wellbeing so they can take advantage of the summer, recharging and re-engaging (yes, it will translate to work). Could you hire someone to cover evening hours? Offer more flexible shifts with a floater just for the summer or long term? Think of it like bringing in a “relief para-staff”—not just a relief DVM.
Brainstorm as a team about what could be done to contribute to one another’s best or better experiences. Maybe it’s even a change in clinic hours. It may seem impossible, but reflecting on how clinics operated during the pandemic, it was many of those that went from being a seven-day practice to a six-day practice that thrived and retained employees.
Even if work hours can’t change, there are other levers you can pull to optimize your rhythm with the sun.
- Morning: Sip your coffee outside or stretch in natural light.
- Midday: Take your lunch break outdoors, even if just for 10 minutes.
- Evening: End your day with a sunset walk with your dog, backyard hammock relaxation, mindful pause or reflection.
Even just 10 minutes of natural sunlight a day can create a ripple effect, improving mood, boosting energy, enhancing sleep and supporting your immune system.
- Increases serotonin, the “feel-good” chemical in your brain.
- Regulates your circadian rhythm, improving sleep quality.
- Helps reduce stress and anxiety.
- Strengthens immune function through natural vitamin D production.
More sunlight doesn’t just mean more hours—it means more opportunity to fill those hours intentionally; more time to move your body, connect with others, explore new passions, or simply slow down and savor small joys. So, get outside and make the most of those longer days, turning them into good days!






cat world domination day.








Thanks for reading our June / July 2025 issue!