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Like many of us, I have always loved animals. They hook us right away with cute noses and puppy dog eyes—I can even find beauty in exotic pets.

The urge to help all animals, for me, came in the form of a very broken labrador retriever. She was abandoned by humans and had battled with a motor vehicle. Sadly, she did not defeat the metal dragon and was left with many injuries.

When I was younger, we lost our family dog and were looking for a new member to join us on this adventure called life. We had heard from a family friend that a local veterinarian had just treated a dog that had been hit by a car. She lost most of her tail and would likely lose a hind limb. That hooked my mother immediately; we had to save this dog.

The veterinarian wanted to find the dog a home, so we loaded into the family van and drove 30 minutes to meet Rosie—the veterinary staff that patched her up had blessed her with a name. We were told that Rosie was one of the sweetest dogs they had worked on. She graciously kissed the staff the entire time, almost like she knew they were there to help.

When I met Rosie, she was the most pitiful-looking dog. Rosie was backed into the corner of the kennel run and shook so bad she could have developed a Polaroid photo. After several minutes, we coaxed her out and slipped a lead on her. I took her for a walk. I’m still unsure whether my mother saw a connection between us or felt pity for Rosie. Still, we decided to do a trial period after she had healed more.

About a week later, I came home from school to learn Rosie was home. I cautiously walked up the stairs and lay by her blanket. I stayed there for several hours and did it all over again and again. Then, one night, Rosie made her way to my bed. We quickly became 2 peas in a pod. It was decided she would stay.

My mother single-handedly did all of Rosie’s physical therapy. Several short walks throughout the day grew to longer ones, and Rosie regained the use of her hind limb. The tripod dog became a normal, healthy, and active dog.

This whole interaction opened my eyes to veterinary medicine, and I became hooked. My stepfather had connections with another local veterinarian who allowed me to shadow him. I was with him during almost every vacation from school, usually from the start of the day to almost the end. I watched an onychectomy, helped with a fecal float, observed appointments, witnessed discharge instructions, cleaned, and cleaned some more. My labor earned me a pizza every time. My love for vet med grew and grew.

After high school, I found a veterinary assistant program at my local college. My father paid for it, and so it started. I had 3-hour classes 3 nights a week for 3 months. I learned basic anatomy, basic parasitology, veterinary terminology, what an emergency was, how to take vitals, all about vaccinations, etc. I studied every night and graduated at the top of my class. I was so excited to start a career in vet med. There was only one thing standing in my way: experience.

I dropped my resume off at every clinic in my area. I posted my resume on Indeed. I had friends and family members looking for job opportunities for me. I just kept hearing “you don’t have enough experience for us.” Then, one opportunity dropped in my lap. My friend had just received emergency care for his dog at a mixed animal clinic. He recommended I drop my resume off, so I did.

I called after a week and was told no one had reviewed it yet. I called the next week and was told the same thing. Disappointment hit me like a ton of bricks: yet another clinic that didn’t want me. The following week, I received a call about an interview with this mixed animal practice. I practically yelled “yes, I’d love to have an interview.”

This practice took a chance on me, and every day, I’m so thankful they did. They patiently helped me perfect my ability to read a fecal, they helped me practice draw blood, monitor anesthesia, develop radiographs (yes, with a developer and fixer), taught me what medication did what, and so on. Every day was a new opportunity to learn something.

I also was expected to help our receptionist with phone calls and checking clients in and out. I put my own spin on things and grew. I got to connect with our clients on a whole new level, and the best part was that the clients remembered me, not just my face but my name, which may seem like a silly thing, but it made me feel important and valued.

Sadly, my years as a veterinary assistant came to an end. I was diagnosed with spina bifida, a condition affecting the spine, and could no longer stand for extended periods of time or pick up large dogs on my own. I felt crushed at 22. The job I wanted so bad and had earned would no longer be accessible to me. I left vet med for a different avenue and a different state. I tearfully thanked my coworkers for all the work and time they had invested in me.

Fast-forward a couple of years, and we (now I had a family) decided to move back home. I posted on Facebook that we were coming back, and 5 minutes later, I had a job offer from that mixed animal practice. They offered me the position of receptionist, also called Client Care Specialist. I took it because I had bills to pay, and it was veterinary medicine, just a different aspect of it. Plus, I loved those veterinarians and wanted to work with them again.

A few years later, I was awarded the title of Lead Client Care Specialist, a role I was beyond thrilled to take on. In that role, loved training new people and showing them my love for veterinary medicine. I emphasized to them that they were more than a receptionist and pointed out everything we did for clients and patients. I stressed that being a receptionist was one of the hardest roles in the clinic. I pushed for education for receptionists, new and seasoned.

While pushing for education and information, I stumbled across a program by Ignite called the Veterinary Receptionist Program of Excellence. As I reviewed this program, my first thought was, what could they teach me? I had been in veterinary medicine for more than 10 years at this point. I stubbornly thought I knew my job well enough that I couldn’t possibly be taught anything new.

I selfishly wanted fancy letters behind my name, so I took the program. Boy, was I wrong about this program. I learned at least one new thing with each section I completed. This program made me think outside of my comfort zone and take a moment to feel like a client would. No one had ever taught me mannerisms and tone of voice for end-of-life appointments; it was something I picked up along the way. This program broke it down so beautifully that I wanted to look into further educational opportunities for end-of-life care.

I was excited to share this program with my coworkers but was met with less than appreciative and excited responses, which was disheartening. Why wouldn’t you want your coworker to receive additional education? Or be able to offer additional support to clients? Or have thoughtful and educational conversations with clients about their pets and needs? Really, this pushed me to finish the program.

I earned my certificate, shirt, and fancy letters. I was so proud I demanded the clinic post my achievement on our Facebook page. I wanted our clients to know that I went the extra mile for them. After finishing, I felt stuck. I felt I achieved all I could at that mixed animal clinic that took a gamble on me. I decided to leave, regrettably.

During this time, IGNITE reached out to see if I wanted to be a VRCE brand ambassador. Boy, did I ever. I wanted to show the world that this program was useful to all, that receptionists mattered, and that they were worth the time to educate and invest in. From that day on, I decided it would be my sole mission to bring further recognition to veterinary receptionists, even if I had to do it on my own.

I scheduled an interview with a specialty hospital after my friend practically dragged me there to drop off my resume. I was beyond nervous: I hadn’t had an interview in over a decade. What would I say? How does one talk themselves up? What if it was too much for me? That friend who ‘forced’ me to drop off my resume told me not to worry. I was the best receptionist she knew. I went to the interview and was asked about my fancy letters behind my name. This specialty hospital had taken the time to look into it and were excited I had completed the program. I graciously accepted the position of Client Care Specialist with them.

A few months later, I was invited to be on the President’s Advisory Council for the North American Association of Veterinary Receptionists. I accepted the seat. Here was a chance to further my cause and show the world that receptionists matter. Here was an opportunity to get the word out and support all receptionists in veterinary medication.

That’s my story of how I came to be a receptionist and how I strive to be the best I can be. I will continue to stand on my soapbox saying that receptionists matter, we deserve continuing education, and we deserve support and recognition. So, for me and receptionists all over, take a moment out of your day to thank them.

Do you know a CSR who goes above and beyond for pets, clients, and the veterinary team? Nominate them for dvm360's 2025 Veterinary Heroes® Awards! These awards honor veterinary professionals, including CSRs, who makes a meaningful impact on patient outcomes through exceptional communication, compassion, and dedication. Submit your nomination

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A passion for animals sparked a career that led to a lifelong commitment to advocating for veterinary receptionists

Becoming a receptionist

Joya Griffin, DVM, DACVD talks about diagnostic diet trials for young patients and those with nonseasonal itching

Diet trials for nonseasonal pruritus 

Food for Thought: Diagnostic and Therapeutic Diets for Derm Cases

, Joya Griffin, DVM, DACVD, practicing dermatologist with the Animal Dermatology Group in Louisville, Kentucky, and star of the National Geographic Wild television series 

, talks about the importance of conducting diagnostic diet trials for cats and dogs with nonseasonal pruritus. Patients with year-round pruritus, as well as young patients with pruritus can also undergo diet trials. With this diagnostic method, Griffin explains, the objective is to replace the patient’s current food with a novel protein prescription diet to observe changes in itching over 6 to 8 weeks.

: So whenever a dog comes in to me, or cat that has a non-seasonal onset of pruritus, or they're itching all year round without seasonality, it's really important for me to do a diagnostic diet trial. I also choose diagnostic diet trials for cases that start having pruritus really young, and my goal is to get them completely off of their current food and put them on a new, novel protein prescription diet, so that we can see what happens over the span of 6 to 8 weeks with their pruritus level. Does that go away with the change in the food, or does it continue throughout that diet trial? So I use it as a diagnostic test, and at the end of the diet trial, we always want to rechallenge with the old food to confirm that the improvement was related to the diet and that the dog does in fact, flare once they're re-fed the old food.

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Joya Griffin, DVM, DACVD, talks about diagnostic diet trials for young patients and those with nonseasonal itching

A new report has found that 129 million Americans live in a “vet desert,” or an area with extremely limited access to veterinary care based on number of households, pets, veterinary employees, language barriers, access to a vehicle, per capita income, and poverty levels.

 According to the same report—the 2025 State of Online Veterinary Care Report—22% of counties have 0 veterinarians per 1000 households.

“Not only is access to veterinarians decreasing throughout the United States, this access issue is compounded by the fact that burnout amongst veterinarians is leading to high suicidality and abandonment of the profession,” Dutch, a veterinary telehealth company behind the report, wrote in a news release.

The top 5 states with vet deserts, according to the report, are California, Illinois, Florida, Texas, and New York. In Los Angeles County, California, 3 million pets share 1.9 veterinarians per 1000 households. In well-served areas, the number increases to 58.8 veterinarians per 1000 households.

For pet owners with financial or geographical barriers, as well as seniors and working families, veterinary care may be even more out of reach. According to a 2023 national survey by the American Society for the Prevention of Cruelty to Animals, 1 in 4 pet owners said there was a time in the last 2 years when they wanted or needed veterinary care but were unable to get it.

 The State of Online Veterinary Care Report found that in-person veterinary visits amount to approximately $1450 each year, leading more pet owners to skip veterinary visits.

Many pet owners cannot afford veterinary care, survey finds

As veterinary in-person visits decrease, veterinary telehealth in the US is on the rise, with veterinary telemedicine revenue reaching $2.3 billion in 2024 compared to $936 million in 2020. Dutch estimates that by 2030, 20% of all veterinary visits will take place via telemedicine.

According to Dutch, pet owners save an average of $700 each year using veterinary telehealth.

 Still, many pet owners lack awareness of telehealth options. Only 9% of pet owners have used telehealth for their pets, and 74% of owners are unaware that prescriptions can be written virtually.

The most common conditions comprising telemedicine visits include allergies, ears, and preventive care, with allergies making up for 28% of visits. Additionally, more dog owners (67%) are using telemedicine compared to cat owners (33%). According to the report, female pet owners, those aged 35 to 44, and owners with an average income of $50,000 to $99,900 are using veterinary telehealth services the most.

Data from the 2025 State of Online Veterinary Care Report was obtained primarily from internal consumer surveys, consumer tracking, and industry data. The report also used data from Vetsource and the Veterinary Care Accessibility Project.

“Given that over one-third of Americans live in veterinary deserts, and pets who get regular check-ups live longer, healthier lives, it is apparent that there are gaps in the field that must be filled to ensure no pet is left behind,” Joe Spector, founder and CEO of Dutch, said in a news release.

2025 State of Online Veterinary Care Report. Dutch. Accessed April 22, 2025. 

https://cdn.shopify.com/s/files/1/0535/2738/0144/files/031825_Vet_Telemedicine_Report_Med-Res.pdf?v=1744738079

One-third of Americans are living in vet care deserts, according to new report from veterinary telemedicine company Dutch. News release. April 15, 2025. Accessed April 22, 2025. 

https://www.businesswire.com/news/home/20250415828890/en/One-Third-of-Americans-Are-Living-in-Vet-Care-Deserts-According-to-New-Report-From-Veterinary-Telemedicine-Company-Dutch

New ASPCA survey reveals pet owners need access to telemedicine. 

April 10, 2023. Accessed April 22, 2025. https://www.dvm360.com/view/new-aspca-survey-reveals-pet-owners-need-access-to-telemedicine

The top 5 states with ‘veterinary deserts’ are California, Illinois, Florida, Texas, and New York

One-third of Americans live in an area where veterinary care is scarce

Utah State University’s (USU) College of Veterinary Medicine has received assurance from the American Veterinary Medical Association Council of Education (AVMA COE) of its provisional accreditation in March 2025, a crucial step to becoming the Utah’s first 4-year veterinary degree program.

“Receipt of the Letter of Reasonable Assurance puts us on the path to fulfill our commitment to graduating exceptional veterinarians who are not only skilled practitioners but also compassionate professionals, ready to take on the challenges of animal health with confidence and competence,” explained Dirk Vanderwall, DVM, PhD, in an organizational release.

Vanderwall explained in the announcement that receiving this letter means that the USU program is currently on track to meet the 11 standards of accreditation, which is the highest standard of achievement for veterinary medical education in the United States. Since USU announced it received this letter, it has officially open applications for enrollment for its inaugural class, and the accepted students will begin their studies in the fall of 2025.

According to the release, USU considers this milestone 118 years in the making, starting back in 1907 when the trustees of USU, formerly known as the Agricultural College of Utah, pitched their vision to have a veterinary school. However, this vision was put on hold until 2011 when the Utah Legislature voted to fund and create a veterinary medicine education program with USU’s College of Agriculture and Applied Sciences. The 2011 decision launched a partnership with Washington State University, where USU veterinary students spent the first 2 years of the studies in Utah before moving to Pullman, Washington, for their last 2 years and graduation. This partnership will sunset after the class of 2028 graduates.

“This is an incredibly important milestone for the College of Veterinary Medicine at USU. Reaching this point speaks to the committed efforts of the faculty, staff and administrators in the CVM, USU leadership, and the many stakeholders across the state who fervently supported the establishment of the college,” said Alan L. Smith, MS, PhD, USU interim president.

By opening its own veterinary school, it is predicted by state leaders that it will create home-grown veterinary practitioners to help bolster the $1.82 billion agricultural in Utah, plus filling the need for small animal owners across the entire state.

In the future, USU hopes to expand the class sizes, capping at 80 students a year. In the summer of 2026, construction on the school will be finished on its new state-fund Veterinary Medical Education building, which was designed by Salt Lake City’s VCBO Architecture and general contractor Jacobson Construction. The new classrooms, laboratories, officers, and study spaces will soon be ready to greet the new students and welcome the College of Veterinary Medicine to its new permanent home.

USU is one of multiple veterinary schools across the US preparing to welcome its first class of students, and their states first veterinary school. In Harrison Township, New Jersey, the Shreiber School of Veterinary Medicine of Rowan University is preparing to welcome students in the fall of 2025 and The Harvey S. Peeler Jr. College of Veterinary Medicine at Clemson University, recently celebrated its beam ceremony the college’s future home, with plans to welcome its first class in fall 2026, pending AVME COE approvals. Both schools are also going to be the first for their states.

Accreditation Announcement Launches USU's Veterinary College. News release. Utah State University. March 27, 2025. Accessed April 22, 2205. 

https://www.usu.edu/today/story/accreditation-announcement-launches-usus-veterinary-college

Coppock K. Clemson University’s future veterinary school is making progress. dvm360. Published April 10, 2025. Accessed April 22, 2025. https://www.dvm360.com/view/clemson-university-s-future-veterinary-school-is-making-progress

Utah’s first 4-year veterinary school received the Letter of Reasonable Assurance from the American Veterinary Medical Association Council on Education last month 

Utah State University College of Veterinary Medicine now accepting applications

The US Department of Agriculture’s (USDA) Animal and Plant Health Inspection Service (APHIS) announced it is postponing the effective date for the strengthened Horse Protection Act (HPA) regulations into February 2026. HPA is a federal law that prohibits sored horses from participating in auctions, exhibitions, sales, or shows. Soring is a painful and deliberate act of inflicting chemical or mechanical injuries on horses’ legs and hooves to force an exaggerated gait.

The act has been used for decades in the Tennessee Walking Horse, Spotted Saddle, and Racking Horse industries. Despite current regulations, the practices continue to persist because of failed industry self-regulation and lack of veterinary medical officers coving all the events hosted every year, according to the Veterinary Medical Association (AVMA).

According to the American Association of Equine Practitioners (AAEP), the legal defining of soring in the HPA are

Irritating or blistering agent has been applied either internally or externally by a person to any of the horses limbs

Any burn, cut, or laceration has been inflicted by a person on any limb of the horse

Any tack, nail, screw, or chemical agent that was injected by a person or used by a person on any limb of a horse

Any additional substances or devices that have been used by a person on a limb or a horse or a person has engaged in a practice involving a horse, and as a result of such application, injection, infliction, use or practice, such a horse suffers or can resonably be expected to suffer physical pain or distress, inflammation or lameness when walking, trotting or otherwise moving, except that such term does not include such an application, infliction, injection, use or practice in connection with the therapeutic treatment of a horse by or under the supervision of a person licensed to practice veterinary medicine in the state where the treatment was given.

On January 24, 2025, APHIS announced that it was postponing the effective date, which was supposed to start February 2025, with the exception of the section that authorized training horse inspectors, which went into effect on June 7, 2024.

 The delay is due to Judge Matthew J. Kacsmaryk, of the U.S. District Court for the Northern District of Texas, who issued a decision vacating most of the new regulations, stating that APHIS exceeded its authority by issuing blanket prohibitions on using action devices, pads, and substances on Tennessee Walking Horses and Racking Horses. The new working also intended to replace the scar rule and pre-and-post-deprivation review of inspector’s decisions, both failing to provide due process.

The HPA updated regulations would have included:

Amending record keeping and reporting requirements for management at covered events to better enforce the HPA.

Eliminating industry self-regulation and the role of industry-backed designated qualified persons as inspectors at auctions, exhibitions, horse shows, and sales. Only independent non-APHIS employed horse protection inspectors and APHIS inspectors screened, trained, and authorized by APHIS will have inspection authority.

Ban any device, method, practice, or substance applied to horses associated with or can cause soring

Prohibiting on Tennessee Walking or racking horses all action devices and non-therapeutic pads, artificial toe extensions, and wedges. Also, all substances on the extremities above the hoof, including lubricants.

Getting rid of the scar rule from the regulations, replacing it with a more accurate description of visible dermatological changes that indicate soring.

“In light of the court’s decision, we are further postponing the effective date of the portions of the final rule that have not been vacated by the district court and otherwise would go into effect on April 2, 2025. We are postponing that effective date to February 1, 2026,” the information released by APHIS explained.

APHIS is also requesting public comments on if it should further extend the postponement as well as any additional information that could be used to decode the appropriate length of the postponement. APHIS will close the commenting period on May 20, 2025.

The AVMA and AAEP are working on comments for submissions. The AVMA also recently endorsed the Prevent All Soring Act (HR 1684) on February 27, 2025, when it was reintroduced into the House.

This act would strengthen the protection of horses from soring by closing regulatory loopholes, ensuring independent inspections, and increasing penalties. Later this year in Congress, the AVMA expects the Senate to follow with its companion bill.

APHIS further postpones Horse Protection Act changes. News release. American Veterinary Medical Association. April 16, 2025. Accessed April 22, 2025. 

https://www.avma.org/news/aphis-further-postpones-horse-protection-act-changes

APHIS Further Postpones Effective Date for Horse Protection Act Final Rule. News release. US Department of Agriculture’s Animal and Plant Health Inspection Service. March 20, 2025. Accessed April 22, 2025. 

https://www.aphis.usda.gov/news/program-update/aphis-further-postpones-effective-date-horse-protection-act-final-rule

Position on the Practice of Soring. News release. American Association of Equine Practitioners. Accessed April 22, 2025. 

https://aaep.org/resource/position-on-the-practice-of-soring/

APHIS postponed the effective date of the act regulations into early 2026 

Horse Protection Act changes further postponed 

A common misconception veterinarians have about sustainable clinic designs is that they lead to higher costs. Although these designs may require an initial investment, many technologies provide a quick return on that investment, ultimately saving money. Moreover, some eco-friendly strategies come at zero cost.

“Veterinary hospitals use more energy, gas, water, [and] power than other typical building types,” Heather E. Lewis, AIA, NCARB, AAA, an architect with Animal Arts—a veterinary hospital and animal shelter design architecture firm based in Boulder, Colorado—explained in an interview with 

. “If we can find some ways to reduce those costs for the veterinarian and in the veterinary practice, then that is a huge win.”

Beyond saving money, focusing on a sustainable design can help veterinarians provide a better standard of care for their patients. As Lewis explained, many eco-friendly design ideas are simply good design ideas. “They go hand-in-hand with creating a quality space that allows veterinarians to deliver the medicine they envision,” she said.

Building orientation and window placement

Image: Wassana Techadilok/MJH Life Sciences using AI

One sustainable design strategy that comes at no added expense and can benefit both patients and staff, while also reducing costs, is being strategic about the clinic’s orientation and window placement. In areas with colder climates, such as upstate New York, positioning windows facing away from the sun can lead to heat loss, making it difficult to keep the building warm. Meanwhile, if the clinic is in a region with a hotter climate, such as Arizona, orienting the building so that the windows are in the shade most of the time will reduce heat gain and lower cooling costs. “We can make a much better space to work in, in a space that’s easier to heat and cool,” Lewis said.

According to Lewis, in temperate climate zones of the northern hemisphere, buildings should be oriented east-west, with the longer sides facing south and north. Additionally, rooms with fewer windows, such as utility rooms, should be placed on the north side.

Meanwhile, windows on the south side of the building should be equipped with large overhangs for shading. “If you think about how the sun travels, there’s usually sun on the south side of buildings in the northern hemisphere. We can get a lot of nice sunlight but then have overhangs to cut off the sun in the summer when it’s hot, and then let lower winter sun into the building,” Lewis said.

Not everyone can afford to build a new clinic, and renovating an existing building is the greenest approach, according to Lewis. Reusing a building—whether an old human medical clinic, a bank, or something else—is cost-effective for the practice and eco-friendly, as it reduces the environmental impact of new construction.

Energy recovery systems and high-efficiency lighting systems

The amount of power, water, and sometimes gas that veterinary hospitals consume is partly due to their air conditioning and ventilation systems. Installing energy recovery systems within the heating, ventilation, and air conditioning system can help offset the amount of power, water, and gas used. Although the technology may require an initial investment, Lewis explained that these energy recovery systems typically pay for themselves quickly. “I think it’s important for...veterinarian[s] to know that we ought to pick and choose the products and systems that are going to apply to veterinary hospitals and get the quickest payoff,” she said.

A cost-effective measure for making older buildings more eco-friendly and reducing energy costs is installing high-efficiency lighting systems, as lighting can be expensive. Clinics can upgrade to LED lighting, which will lower electricity costs and create a more visually appealing environment. The light can be dimmed and is of higher quality, offering more lumens per watt of energy used.

Sustainability beyond the building design

A sustainable clinic goes beyond the building itself; having an eco-friendly practice means that its operations are also sustainable.

“I think that one of the huge pieces of a sustainable operation is good inventory management,” Lewis said. “There [are] gigantic amounts of waste in human...and animal medicine, with not finding the right product [and] buying things that [expire] and have to be thrown away.

“Getting a better handle on inventory management can make a gigantic difference for your practice and the day-to-day operations,” Lewis continued. She also recommends researching eco-friendly initiatives in human medicine, as veterinary professionals can gain valuable insight from those practices.

Organizing the storage room, upgrading inventory management software, purchasing fewer disposable products and using more reusable products, and setting up a recycling program for the employees that includes composting can also make a clinic more sustainable. Lewis shared that the Animal Arts team has a compost bin, which stays in the freezer to avoid attracting flies. “Easy things like that can really make a big difference over time,” Lewis said.

There are multiple low- and no-cost ways to build a more sustainable practice while saving money.