Today's Veterinary Business

FEB 2019

Today’s Veterinary Business provides information and resources designed to help veterinarians and office management improve the financial performance of their practices, allowing them to increase the level of patient care and client service.

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33 February/March 2019 • TODAYSVETERINARYBUSINESS.COM will be fair to all employees and a system that will track their requests so we don't get surprised. Being firm is easier if we are consistently fair." Scenario: Your business partner or associate says she's tired and just can't do emergency calls anymore. You, reactive: "Everyone in this practice is tired. Tired of having personal time interrupted and just plain tired. You have to step up to the plate and do your part." You, proactive: "I under- stand and wish that for all of us. We'll be able to take fewer emergency calls when we hire anoth- er veterinarian. Let's talk about how we can be able to afford to do that sooner rather than later." Instead of replying with what you can't do, let her know you want to help and talk about what you can do once certain things are in place. A Spoonful of Empathy Helps the Medicine Go Down Step 3: Sam Horn advises that when people com- plain, take the AAA Train: agree, apologize, act. This allows you to acknowledge without arguing. Scenario: A client has been waiting an hour and is irate. Instead of going through why she can't do anything about it, your receptionist agrees: "You're right, sir. You did have a 3 o'clock appoint- ment." She apologizes: "And I'm sorry you've had to wait so long. The doctor had an emergency surgery." Then she acts: "Let me check to see how much longer he's going to be or if another vet can see you sooner. I know your time is very important. Thank you for understanding." (Note: After 15 to 30 minutes, suggest rescheduling the appointment if another pet needs emergency care.) Scenario: A staff meeting turns into a gripe ses- sion about being overworked. You, reactive: "We told you when we hired you that it's a fast-paced office. You should examine your commitment to us and figure out how to become more efficient. I'm tired of hearing your negativity." You, pro- active and agreeable: "I hear you. Our success is requiring a lot from all of us." You apologize: "We don't want you to get burned out. You deserve a peaceful workplace." Then you act: "There are some things we can't control and there are some we can. Before the next staff meeting, send me an email with your suggestions about things we can do to make working here a good experience for everyone. I'll summarize them and we can talk at the meeting about things we can change." Most Anger is a Cry for Attention Ever notice how much the word "anger" looks like "danger"? There's a reason for it. Anger erupts when people feel they are not being listened to or when their concerns are not being respected. Our busy schedule as professionals doesn't give us the right to rush others or to be rude. Being patient as you listen can take the angst out of angry clients. Let them tell their sto- ry. Look at them as they speak. Nod your head to signal that you understand. Lean forward to show you are paying attention. Because your time is a factor, you can respectfully guide the conversation to stay fo- cused on the issue. You can tactfully interrupt if the client starts repeating herself. You, proactive: "Ms. Tucker, thank you for explaining the prob- lem. Let me examine Fluffy with those things in mind and we'll figure out why she's not feeling well." Acknowledge that you are in this situation together and that you will work together to solve the problem, whether it's a pet owner who is distraught or a dissatisfied employee. Not Your Style? Perhaps all this boils down to what you want to be known for. Exhibiting grace under pressure is a hard-won reputation. William James said, "If you want a quality, act as if you already had it. Try the 'as if ' technique." It may not feel authentic as you integrate some of these skills into your management style, yet it's generally true that an old dog is one that appreciates a new trick. You don't have to become someone else. Think of it as bringing your best self to the office table so that others can learn manners worthy of a harmonious workplace. Judy Gray is president of CEOonCall in Tallahassee, Florida. She served as interim CEO of the North American Veterinary Community in 2012 and 2013. VETORYL ® CAPSULES (trilostane) 5 mg, 10 mg, 30 mg, 60 mg and 120 mg strengths Adrenocortical suppressant for oral use in dogs only. BRIEF SUMMARY (For Full Prescribing Information, see package insert.) CAUTION: Federal (USA) law restricts this drug to use by or on the order of a licensed veterinarian. DESCRIPTION: VETORYL Capsules are an orally active synthetic steroid analogue that blocks production of hormones produced in the adrenal cortex of dogs. INDICATION: VETORYL Capsules are indicated for the treatment of pituitary- and adrenal-dependent hyperadrenocorticism in dogs. CONTRAINDICATIONS: The use of VETORYL Capsules is contraindicated in dogs that have demonstrated hypersensitivity to trilostane. Do not use VETORYL Capsules in animals with primary hepatic disease or renal insufficiency. Do not use in pregnant dogs. Studies conducted with trilostane in laboratory animals have shown teratogenic effects and early pregnancy loss. WARNINGS: In case of overdosage, symptomatic treatment of hypoadrenocorticism with corticosteroids, mineralocorticoids and intravenous fluids may be required. Angiotensin converting enzyme (ACE) inhibitors should be used with caution with VETORYL Capsules, as both drugs have aldosterone-lowering effects which may be additive, impairing the patient's ability to maintain normal electrolytes, blood volume and renal perfusion. Potassium sparing diuretics (e.g. spironolactone) should not be used with VETORYL Capsules as both drugs have the potential to inhibit aldosterone, increasing the likelihood of hyperkalemia. HUMAN WARNINGS: Keep out of reach of children. Not for human use. Wash hands after use. Do not empty capsule contents and do not attempt to divide the capsules. Do not handle the capsules if pregnant or if trying to conceive. Trilostane is associated with teratogenic effects and early pregnancy loss in laboratory animals. In the event of accidental ingestion/overdose, seek medical advice immediately and take the labeled container with you. PRECAUTIONS: Hypoadrenocorticism can develop at any dose of VETORYL Capsules. A small percentage of dogs may develop corticosteroid withdrawal syndrome within 10 days of starting treatment. Mitotane (o,p'-DDD) treatment will reduce adrenal function. Experience in foreign markets suggests that when mitotane therapy is stopped, an interval of at least one month should elapse before the introduction of VETORYL Capsules. The use of VETORYL Capsules will not affect the adrenal tumor itself. Adrenalectomy should be considered as an option for cases that are good surgical candidates. The safe use of this drug has not been evaluated in lactating dogs and males intended for breeding. ADVERSE REACTIONS: The most common adverse reactions reported are poor/reduced appetite, vomiting, lethargy/dullness, diarrhea, elevated liver enzymes, elevated potassium with or without elevated sodium, elevated BUN, decreased Na/K ratio, weakness, elevated creatinine, shaking, and renal insufficiency. Occasionally, more serious reactions, including severe depression, hemorrhagic diarrhea, collapse, hypoadrenocortical crisis or adrenal necrosis/rupture may occur, and may result in death. Distributed by: Dechra Veterinary Products 7015 College Boulevard, Suite 525 Overland Park, KS 66211 VETORYL is a trademark of Dechra Ltd. © 2015, Dechra Ltd. NADA 141-291, Approved by FDA Exhibiting grace under pressure is a hard-won reputation. William James said, "If you want a quality, act as if you already had it. Try the 'as if' technique."

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