During dvm360’s Fetch National Harbor conference, 

sat down with Kristi Fisher, CVT, VRCE, to talk more about her lecture on sympathy versus empathy, and how understanding the difference can help veterinary professionals

: Starting with your name, can you tell me a little bit about yourself?

Sure, my name is Kristi Fisher. I am a CVT. I also have my VRCE, which is the Veterinary Receptionist Certificate of Excellence, and I've been in the veterinary industry for about 20 years.

: In your own words, how would you define sympathy versus empathy?

Yeah, so empathy is going to make the connection with the client where sympathy is more just, I'm sorry. It's not very personal. It is not something that develops that deeper bond with your clients, where empathy really sits next to the person, where sympathy is a further distance of saying, Hey, I'm sorry you're going through this where empathy is that connection, it's that feeling, it's the personal relation that you can do with a client that really just dives deeper into what they're feeling and your understanding of their feelings.

: How do you think showing empathy can improve client experience, especially when a pet is in crisis?

I think showing empathy in any situation can improve client and patient relationships and also the care the patient receives. The client trusts you more and has a better understanding and can relate to you more, the more likely they are to bring their pet back in for follow ups, more likely they are to actually come back to receive the care the pet needs. And then developing that relationship with the client just makes you stand out. It's not that you're just a number. It's not that you are just trying to pass them off to get to the next client. It's that you are taking the direct time sitting down with them, showing them they are important, and making sure that they're being heard.

: What are some signs that a client might be feeling guilty, and how would you respond to them?

: Yeah, so when a client feels guilty, most of the time it comes off as anger. Anger, embarrassment, or fear and that could be led by so many things. Maybe they cannot afford treatment, maybe they are embarrassed they waited so long to have their pet seen and that is where empathy really needs to come in over sympathy. Where you can say I understand things like this are easily missed, you are not alone in these feelings, we are here to help you in this moment instead of just saying I’m sorry this is the situation. Again, it just develops that deeper relationship that really proves to the client that you care and you want to be able to help them further.

Articles

Kristi Fisher, CVT, VRCE, shares more about empathy vs sympathy in this interview with dvm360.

Fetch Faculty Q&A: Kristi Fisher, CVT, VRCE

Meghan Herron, DVM, DACVB, FFCV, discusses the most concerning infectious disease and parasites for which protective treatments are available.

Prioritizing preventive medicine

What diseases should most concern veterinary teams? Meghan Herron, DVM, DACVB, FFCV, a senior director of behavior, research, and education at Gigi’s, a shelter organization in Ohio, discusses which infectious disease poses the biggest risk to the pet population and prioritizing protective treatments against parasites, in a 

interview recorded at the Kansas City Convention Center in Missouri.

Herron delivered a series of continuing education (CE) sessions at the 2025 Fetch dvm360 Conference in Kansas City. Her topics included “Puppy socialization or infectious disease prevention: Can’t we have both?” This CE session addressed the consequences of failure to adequately socialize puppies at a time they are most vulnerable to infectious diseases, and how to achieve both missions of setting up young canines for behavioral success while also protecting them from viruses and parasites.

The following is a transcript of the video:

: The biggest infectious disease risk that has us all in terror is going to be canine parvovirus. So making sure that we are providing vaccination on regular schedules. Remember that our puppies are competing with maternal antibodies and vaccines will often be annihilated, essentially, by maternal antibodies, and so we need to be vaccinating them at regular intervals. If they're in a shelter, as early as 4 weeks of age, and then following that, every 2 to 4 weeks until we're at 16 to 20 weeks of age. So that is your first step.

We also can't forget about endo and ectoparasites. So making sure that we have our ectoparasite control for fleas and ticks, we have our endo parasite. [With] puppies—'worms and germs,’ as my kids like to say—we want to protect them with regular deworming as well as prevention. But it often comes with our monthly heart worm prevention, so that we are keeping them free of those worms and germs, because we take for granted that endo and ecto parasitism can actually cause quite a bit of harm to these puppies as well.

You can also learn more and register for the 2026 Fetch dvm360 Conference in Kansas City

Videos

Meghan Herron, DVM, DACVB, FFCV, discusses the most concerning infectious disease and parasites for which protective treatments are available, in a dvm360 interview.

The Florida Veterinary Medical Association (FVMA) Foundation and the nonprofit foundation Frankie’s Friends have partnered together to help save pets’ lives. The partnership’s mission is to provide grants to assist with the cost of lifesaving or life-enhancing emergency or specialty care for pets whose families are unable to afford the full cost of treatment, according to a news release.

“This partnership is really going to be vital to increase awareness of Frankie’s Friends for the families who have never heard of us before,” Danielle Martin, executive director of Frankie's Friends, said in the release. “It’s step 1 in the relationship of showing what is possible when the veterinary community and our foundation work together to really make an impact on pets all across the country.”

The partnership assists animals in need of lifesaving emergency care and will support veterinary professionals who want to deliver that care. “We as veterinarians are taught to save, and when finances come in and play a part, it makes it hard,” Beth Keser, DVM, FVMA District 5 representative, said in the release. “If [pet owners] don’t have the finances, then it’s a difficult conversation we have to have, and it breaks our heart.”

This partnership has already saved a pet’s life. Binx, a 1-year-old kitten, received lifesaving emergency surgery for a foreign body obstruction after his owner was unable to afford the feline’s care due to a car accident that left her bank account drained. The FVMA Foundation, along with Frankie's Friends, stepped in and provided the necessary funds to cover Binx’s care, saving his life.

“With every single fiber of my being, thank you,” said Binx’s owner, who asked to remain anonymous. “[The FVMA Foundation and Frankie’s Friends] made the difference between me having to give up my pet and being able to keep him, and I will be forever grateful. My life has not been easy, and this money, this break, truly saved Binx’s and my life. I will definitely be donating to this wonderful fund after Binx and I recover from this.”

Binx’s story is why the partnership exists and why the FVMA Foundation and Frankie’s Friends are fully dedicated to saving the lives of pets who can live a long, healthy, and fulfilling life if they can get the care they need, according to the foundation. The FVMA Foundation’s Crucial Care Fund and Frankie’s Friends are another vital resource veterinarians can offer clients, which will help make veterinarians’ jobs that much easier to bear, Keser added.

Frankie’s Friends was founded in 1999, helping more than 1500 animals in need of assistance each year with the goal of bridging the gap between what’s medically possible and financially feasible for pets in need. For more information regarding the FVMA Foundation and its partnership with Frankie’s Friends, including how to donate, please visit 

FVMA Foundation, Frankie’s Friends announce partnership. News release. Florida Veterinary Medical Association. September 19, 2025. https://fvma.org/fvma-foundation-frankies-friends-announce-partnership/ 

The Florida Veterinary Medical Association and the nonprofit organization Frankie's Friends are collaborating to provide grants that cover the cost of lifesaving emergency care. 

Working together to save lives in Florida

 welcomes Anthony R. Coronado, DVM, to our show to discuss what is essential for a crash cart in emergency medicine cases. In this episode, Coronado and our host Adam Christman, DVM, MBA, discuss what items to stock for your crash cart, the importance of regular expiration date checks and training programs to ensure teams are ready for an emergency, common mistakes veterinary professionals make when it comes to emergency cases, and the pros and cons of what it is like to work in emergency medicine. 

Below is a partial transcript, edited lightly for clarity. 

 OK, so let's talk about the crash cart. This is so, so crucial. The reason why we're having this conversation is [because] we've been approached by listeners and learners about this, and...we're here to have you help guide us along the way. So let's talk about some of the nonnegotiables, if you will. What are some of the nonnegotiables that are in a crash card setup or a restock process?

I would say that every hospital is different in terms of what they prefer to have in their crash cart, so the main thing is being consistent in what you have in there. More importantly, though, regardless of what you keep in or on top of your crash cart, the most important thing is that it is stocked and it is secured so that people aren't using it for the day-to-day treatment of patients. Too many times, I see...somebody's using it for catheters [or] for grabbing a drug, and then when a crisis hits, that cart isn't ready for what it's designed for. So what you want to do is keep it stocked at all times. You've got a breakaway lock on there, and you want tape on there that says, "This was restocked at this time by this person," so that you know that it's ready to go and [it's] there when you need it. In terms of items, drugs are going to change...[and] things are on back order. Some require in-depth calculations that take a while, so they're not necessarily crash items. But you want to have chest tube placement kits, pericardiocentesis kits, thoracosynthesis kits, [and] unblocking kits ready for [blocked cats]. 

[You'll want] tracheal tubes of all sizes, if you have them, and you can get them for tracheostomy tubes, but you can also cut your own [tracheal] tube down in an emergency situation. [You also need] catheters of all sizes. In a shock situation, you want the bigger, the better. That is a common mistake. I see people put in tiny catheters [for] a giant dog, and you're just not able to deliver the fluids they need.... Then you might want to have central lines ready and [intraosseous] catheters with a driver so you can get fluids in those right away. And of course, you want the fluids that we just talked about handy, so your basic crystalloids...and hypertonic saline—[a] little controversial whether you want hetastarch or VetStarch, because of the concerns behind there, but go with those first few, and then epinephrine atropine. 

Now, whether you have access to pressors or not...those are one of the ones that have a lot of calculations go with them. But some people prefer to have those in the carts. I like to have insulin ready for those crashing blocked cats. I prefer calcium gluconate because I'm comfortable with it. To have that ready for those guys, too...can make a world of difference in a very short time.

Podcasts

Discover essential crash cart items for emergency medicine, including stocking tips, training advice, and common pitfalls to avoid.

ER medicine without the panic button

Harbor Point Animal Hospital in Mooresville, North Carolina, has been named the 2025 Accredited Practice of the Year (APOY) by the American Animal Hospital Association (AAHA). The award recognizes veterinary practices that set the standard for excellence in medicine, leadership, and client care, and it was presented to the honoree at AAHA Con 2025 in Chicago, Illinois.

AAHA is the only accrediting body for veterinary hospitals, requiring accredited hospitals to meet more than 900 rigorous standards across areas such as anesthesia, pain management, surgery, diagnostics, safety, and client communication. AAHA-accredited hospitals represent approximately 15% of all veterinary practices, according to a news release.

Harbor Point was chosen as the APOY from more than 4500 AAHA-accredited hospitals in the US and Canada.

 Other finalists included Stonebrook Family Pet Clinic in Frisco, Texas; North Shore Family Pet Hospital in Northbrook, Illinois; and Blue Springs Animal Hospital & Pet Resort in Blue Springs, Missouri.

“This award affirms the heart and passion behind everything we do,” Diane Vermillion, BS, RVT, VTS (ECC), practice operations coordinator at Harbor Point Animal Hospital, said in the release.

 “Our mission has always been to change the way pets see the vet—by treating every client and patient like family, holding ourselves to the highest standards, and staying deeply connected to our community.”

Practices around the country are honored for hospital design

Harbor Point Animal Hospital is part of the Encore Vet Group network. Since opening in 2016, the practice has been recognized for its innovative approach to veterinary care, with a focus on reducing fear, anxiety, and stress in pets while delivering advanced, evidence-based medicine, according to the release. The practice is deeply rooted in the Mooresville community as partners with local rescue groups, supporting other small businesses and participating in regional events.

“We hold ourselves to a high standard because we believe our patients deserve the best medical care, every time. We’re passionate about being different in the best way—reducing fear, anxiety, and stress wherever we can while holding ourselves accountable to doing things the right way, not just the easy way,” Vermillion said in an interview with AAHA.

Its recently renovated facility, state-of-the-art equipment, and expanding client base from the thriving Lake Norman region position the practice for continued growth. As part of that growth, Harbor Point is welcoming applications from associate veterinarians, credentialed veterinary technicians, and veterinary assistants eager to join its award-winning team, according to the hospital.

Harbor Point Animal Hospital named AAHA’s Accredited Practice of the Year. News release. Harbor Point Animal Hospital. September 23, 2025. https://harborpointanimalhospital.com/harbor-point-animal-hospital-named-aahas-2025/ 

Dunwoodie C. Meet AAHA’s 2025 Accredited Practice of the Year. American Animal Hospital Association. September 16, 2025. Accessed September 23, 2025. 

https://www.aaha.org/trends-magazine/publications/meet-aahas-2025-accredited-practice-of-the-year-winner/

A veterinary hospital in North Carolina was selected from more than 4500 accredited practices in the US and Canada. 

AAHA honors the 2025 Accredited Practice of the Year 

Feline urethral obstruction remains a common and life-threatening emergency in veterinary practice. Most blockages occur at the distal penile urethra, where the lumen narrows to an average of 0.7 mm in diameter, in contrast to the wider proximal urethra (1.3–2.0 mm).

Traditional indwelling urinary catheters are sutured in place and extend into the bladder lumen. While effective at relieving obstruction, these designs may contribute to incomplete elimination of urinary crystals. Crystals tend to accumulate in the bladder neck during catheterization and often migrate into the urethra upon catheter removal, precipitating repeat obstruction.

The MILA Tomcat Catheter was developed to address these shortcomings. Designed at a shorter 5cm length, and available in a 4Fr size, the catheter resides in the membranous/pelvic urethra rather than extending into the bladder.

 This positioning allows urine suspension of struvite crystals, reduces bladder wall irritation, and facilitates more complete elimination. The present pilot study

evaluates the effectiveness of the MILA Tomcat Catheter in comparison with currently available commercial open-ended catheters.

Commercial catheter (top), MILA Tomcat Catheter (bottom). 

Radiographic measurements of feline urethral length and anatomical landmarks used to determine the 5cm MILA Tomcat Catheter Length.

Three groups of male cats were evaluated over 48 hours:

 Four non-diseased male cats with baseline urine samples collected via cystocentesis at day 0 and day 2. 

Obstructed male cats managed with the MILA 4 Fr catheter for 48 hours.

 Obstructed male cats managed with Argyle or Buster open-ended catheters for 48 hours. 

Day 0: Relief of obstruction and baseline urine collection (submitted to Texas A&M Veterinary Medical Diagnostic Laboratory).

Day 1: Medical management per clinician preference (fluids, antibiotics, analgesia, optional adjuncts).

Day 2: Repeat urine collection, catheter removal.
Samples were assessed for urine crystal concentration (intact struvite) at baseline and 48 hours.

 Healthy male cats showed minimal baseline crystalluria with an average concentration of 0.74 crystals per high-power field (hpf), decreasing to 0.20 crystals/hpf at 48 hours, confirming expected physiologic clearance (Figure 1a and 1b).

 Cats treated with the MILA Tomcat Catheter demonstrated a substantial reduction in crystalluria. Average baseline concentration was 13.86 crystals/hpf, falling to 2.12 crystals/hpf after 48 hours. Several cases demonstrated near-complete clearance, with no re-obstruction observed during hospitalization (Figure 2a and 2b).

 Cats treated with Argyle or Buster catheters showed less effective crystal clearance. Average baseline concentration of 4.55 crystals/hpf rose to 10.4 crystals/hpf after 48 hours, reflecting persistent or worsening crystalluria. In several cases, recurrent obstruction occurred within hours of catheter removal (Figure 3a and 3b).

 When groups were compared, the MILA Catheter group showed markedly superior outcomes, with an average 85% reduction in urine crystal concentration compared to baseline, versus a +128% increase in the commercial catheter group (Figure 4a and 4b).

These findings support the hypothesis that catheter design significantly impacts clinical outcomes in feline urethral obstruction. Traditional catheters extending into the bladder body do not effectively address crystals pooling in the bladder neck, leading to residual crystalluria and frequent re-blockage. The MILA Tomcat Catheter’s shorter length and placement within the proximal urethra leverage feline urethral anatomy to maximize clearance of suspended crystals.
Additional clinical advantages include:

Reduced bladder wall trauma due to shorter indwelling length.

Maintenance of urethral sphincter function, lowering risk of incontinence.

Improved patient comfort with reduced irritation and inflammation.

The pilot study results align with anecdotal feedback from practitioners reporting fewer recurrent blockages and faster recovery times. Limitations include small sample size, variability in concurrent medical management, and potential dilutional effects in certain cases. Larger, multicenter trials with standardized protocols are recommended.

The MILA Tomcat Catheter represents a promising advancement in the management of feline urethral obstruction. By aligning with the anatomic advantages of the proximal urethra, it provides superior clearance of urinary crystals compared to Argyle and Buster catheters. These findings suggest a potential for improved patient outcomes, reduced recurrence, and a meaningful shift in how blocked tomcats are medically managed.

 2nd ed. Philadelphia, PA: Saunders; 1986

Texas A&M Veterinary Medical Diagnostic Laboratory. Urinalysis reports. 2024.

Besançon M. MILA Tomcat Catheter Pilot Study. Internal data. 2024.

The author gratefully acknowledges the collaboration of MILA International, Inc., participating veterinary clinics, and the Texas A&M Veterinary Medical Diagnostic Laboratory for analytical support. Special thanks to veterinary technicians and colleagues who assisted with patient monitoring, catheter placement, and sample collection.

Results found the MILA Tomcat Catheter improves crystal clearance in obstructed male cats.