Gary Peters, MS, founder of PupPilot shares what he is looking forward to at our upcoming Fetch conference

AI expert shares excitement for Fetch Nashville

In an interview with Gary Peters, MS, founder of PupPilot, he explains what his artificial intelligence (AI) technology company is and how it can support veterinary practices. He also expressed his excitement for our upcoming Fetch conference that is stopping in Nashville for the first time. Peters will be speaking on Friday the 15th about the top 5 things you need to know for using AI in your practice. 

 before it's too late to see Peters and other experts speak at the conference!

Below is a partial transcript of the video.

 My name is Gary Peters. My background is in mathematics and artificial intelligence. I started the company PupPilot with my wife, who's a DVM and had been practicing for 5 years. And what we were predominantly trying to start the company for is to enable veterinarians with AI tools.

I live in Nashville, so I love Nashville. It's a great city, been here for many years. I am excited to meet hopefully a number of other vets from the area, surrounding area, but I'm also very excited to meet other people inside the practice from from outside of Nashville. It's always great to be able to meet people in the space.

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 readers! To all our readers out there that are mothers, we hope you had an amazing Mother’s Day yesterday! Later on this week, the 

 team will be heading the Music City for our very first Fetch Nashville conference. Join us, our keynote speakers Christopher Pachel, DVM, DACVB, CABC and Natalie L. Marks, DVM, CVJ, CCFP, Elite FFCP-V, and all of our other amazing faculty for 2 days packed with learning, networking, and fun. There are still some spots left so check out the Fetch Nashville website to learn more and secure your spot 

As we prepare our Fetch Nashville content, here is what else you can find on dvm360.com this week:

The US Center for Disease Control and Prevention announced that beginning August 1, dogs coming into the United States must meet a series of new federal import requirements to help ensure the country remains canine rabies free.

, Rachel Venable, DVM, MS, DACVIM (Oncology) shares an inside look into her lectures she will be presenting during the Fetch Nashville conference this upcoming weekend.

, Tiffany Ayres, CVPM, joins host Adam Christman, DVM, MBA, to discuss "The HoneyBee Concept" for practice management, plus the hardest lesson Ayres learned as a manager.

The FDA conditionally approved torsemide oral solution (UpCard-CA1; Vetoquinol) for use with concurrent therapy with pimobendan, spironolactone, and an angiotensin-converting enzyme inhibitor for the management of pulmonary edema in dogs with congestive heart failure caused by myxomatous mitral valve disease.

Equine veterinarians at Texas A&M Large Animal Teaching Hospital treated Queen Victoria, the German warmblood filly, after she arrived at the hospital days after being born, extremely weak, not nursing well, and showing an abnormally lethargic demeanor.

Through the Fetch Nashville conference, the

 editorial team will be on site providing conference coverage the entire weekend. Be sure to check in on dvm360.com as well as our 

Articles

Here is a sneak peek at this week’s headlines 

Sneak peek: dvm360 heads to Nashville, and other veterinary news 

Mother's Day in veterinary medicine

Each year, on the second Sunday in May, we celebrate Mother's Day in the United States. In honor of all mothers in the veterinary profession, we recognize the difficult, yet rewarding, jobs being done at home and with family. It can often be a challenge balancing motherhood with a career, especially those who dedicate several hours caring for animals.

, Jamie Perkins, DVM, reached out to veterinarian mothers through the private Facebook group DVMoms. She asked them to submit photos of themselves representing motherhood. More than 150 members of the group submitted images, which are shared in this slide show. Please take some time to view the photos and see veterinarian mothers in action.

To all mothers in and outside of veterinary medicine, including those professionals shown here, we hope you celebrate and have a wonderful day. Happy Mother's Day! 

For more advice on balancing motherhood within this profession, check out our 

 featuring incredible veterinary professionals.

Events

On Mother's Day, we honor all veterinary professionals who also work hard every day in their important role as a mother 

Celebrating motherhood in veterinary medicine

Олия Низамутдинова / stock.adobe.com

 readers! We have selected 3 videos in honor of the occasion centered around balancing motherhood and the veterinary profession.

When expecting her first child, Emily Singler, VMD, couldn't find any resources available for 

 in veterinary medicine. This inspired her to take it upon herself to write the book 

Pregnancy and Postpartum Considerations for the Veterinary Team.

 to share her advice on how to balance being a mom and the demands of a high-stress career.

 Kate Boatright, VMD, describes the importance of finding time for yourself amid these responsibilities.

Spotlighting how veterinary professionals navigate their career with motherhood

3 must-sees for Mother's Day 2024

Q. When clients call to schedule pets’ checkups, we are booking 3 to 6 weeks out. What should we say to prevent disappointing clients?

Saying, “We can’t see your pet for 3 weeks” will frustrate callers and escalate emotions. Focus on what you can do. Offer the next 2 available appointments.

Say this: “Our next available appointments are <date, time 1> and <date, time 2>. Which do you prefer?”

To increase appointment availability, implement these strategies:

Clients should receive text and email reminders for checkups 60 days ahead instead of 30. You will have more appointment availability and lead clients to forward book. In May, send reminders for patients who will have services due in July.

Text this: “<Pet name> will be due for a checkup <date>. We are experiencing increased appointment requests. Book now for your first choice of time, day, and doctor. Book online or download our app. View our preventive care plans with monthly payments.”

Use benefit statements like, “Book now for your first choice of time, day, and doctor.” Drive clients to online and app booking tools because 70% prefer to schedule appointments via text or app.1 Hyperlinks let clients click to book while reducing call volume. If your hospital offers preventive care plans, share links where clients can learn more and enroll online before checkups.

If you are booking 3 to 6 weeks out, puppies and kittens risk missing timely vaccinations. At the end of the first exam, forward-book the series of pediatric appointments.
Let’s say a client visits today with an 8-week-old puppy. Say this: “Your puppy will need exams and vaccinations at 12 and 16 weeks of age. We need to provide timely exams to monitor <pet name>’s growth and development and provide vaccines for ongoing protection. We will schedule your puppy’s next 2 appointments today, so you will get your first choice of time, day, and doctor. Let’s set the next appointment when your puppy will be 12 weeks old. Do you prefer <date, time 1> or <date, time 2>?”
Once the client agrees, say: “Great. We will see <pet name> on <date, time> for the 12-week appointment. Now let’s book the 16-week visit. Do you prefer <date, time 1> or <date, time 2>?” Let the client know to expect confirmations.


Avoid saying “recheck,” which clients may perceive as free and optional. The word “progress” communicates that follow-up care is medically necessary and you’re moving forward in resolving the health concern. When patients need progress exams, forward-book the next appointment today to ensure timely follow-up care. Seeing the same veterinarian builds client confidence that the medical problem will be resolved and supports exam efficiency. A different doctor will need more time to review the medical record to learn the previous veterinarian’s diagnosis and treatment.
Say this: “<Name> needs to see <pet name> in 2 weeks for a progress exam for the ear infection. Do you prefer <date, time 1> or <date, time 2>?”


Compare the preappointment strategy to that of dentists, which clients already experience. Lead pet owners to commit with the yes-or-yes technique.
Say this: “Just as your dentist has you schedule your next appointment at
checkout, we do the same to proactively manage your pet’s health. By scheduling today, you will get your first choice of doctor, day, and time. Do you prefer <date, time 1> or <date, time 2>?”
Make having future appointments the norm, not optional. Dentists don’t give their patients a choice. Their preappointment strategy has been successful for decades. Veterinary hospitals can implement forward booking to ensure timely care and future revenue

When clients overshare during scheduling calls

Q. When clients call with sick pets, they sometimes go on and on about their pet’s symptoms. How can our client service team respectfully wrap up conversations with chatty callers?

 To have efficient call times, client service representatives need to be the boss of calls, leading the pace and length of conversations. Express empathy and focus on booking the appointment. Wait for the caller to complete a sentence or take a breath and say this: “The doctor will need to hear those important details from you. I’ve noted in <pet name>’s medical record that he/she has been urinating outside the litter box for 2 weeks. Our next available appointments are <date, time 1> and <date, time 2>. Which do you prefer?”

To close the call, restate the appointment date and time, explain the importance of completing your online history form, and show appreciation. Say this: “We will see you and <pet name> at <date, time>. You will receive an email/text confirmation shortly with a link to our sick patient online form. Please complete this form with details about <pet name>’s symptoms, which the doctor will review before the appointment. We appreciate the opportunity to care for <pet name>.”

If the caller continues to talk incessantly, use the “repeat and refocus” technique.

Say this: “We look forward to seeing you and <pet name> at <time, date>. I noted symptoms in the medical record and have finished booking the exam. We appreciate the opportunity to help <pet name> feel better.” 

Repeating symptoms communicates you were listening. Finishing indicates you are ending the call.

Get additional advice on managing call times in my online course, Phone Skills Mastery (https://csvets.info/phoneskillsmastery).

Park A. 70% of consumers prefer to schedule appointments via text: 5 tips for safe, effective patient texting. Becker’s Health IT. March 4, 2020. Accessed April 1, 2024. https://www.beckershospitalreview.com/healthcare-information-technology/70-of-consumers-prefer-to-schedule-appointments-via-text-5-tips-for-safe-effective-patient-texting.html

, is best known as the "Queen of Scripts." She has taught communication and client service skills for more than 2 decades. As founder of Communication Solutions for Veterinarians, she teaches practical skills through online courses, onsite coaching, and conferences. Myers was a partner in an American Animal Hospital Association–accredited specialty and emergency practice. Visit csvets.com to learn more.

Prevent client disappointment with scheduling by offering what you can do.

Booking weeks out

Evette is a company that specializes in providing veterinary staffing solutions for clinics and hospitals and Shepherd Veterinary Software is a growing practice information management system (PIMS) in the United States. The 2 companies have announced a new partnership that is aimed at improving one the most prevalent challenges in the veterinary profession: staffing shortages. With this collaboration, Shepherd clinics nationwide can access Evette’s relief staffing request form, linked from their own software interface. This new accessibility will hopefully streamline operations and ensure seamless continuity of care with more staffing opportunities.

“At Shepherd, we prioritize the well-being of veterinarians, striving to deliver top-tier software solutions and unwavering customer support. Our latest initiative with Evette exemplifies this mission,” said Lauren Jones, VMD, director of veterinary medicine at Shepherd, in a news release.

 “We’re so excited to collaborate with a company that shares our vision to create streamlined processes, combat industry turnover, alleviate burnout and provide a more efficient future for veterinary professionals.”

This partnership can impact more than 600 clinics across the US by providing easier access to relief services for both practitioners and clinics alike. According to the news release, 50% of the demand for relief vets comes from vacation time and staff turnover.

 Overworked staff and feelings of burnout can potentially cost the animal healthcare industry between $1-2 billion annually with the loss of business.

A study conducted by Instinct Science found that an overwhelming majority of emergency and specialty hospitals are facing staffing shortages (86%), employee mental health challenges (83%), and increased patient volumes (54%).

Evette’s staffing services matches relief veterinarians and veterinary technicians with positions and clinics that align with their skills and passion. They offer a 24/7 a personal booking agent to fulfill any requirements with matches a relief vet with a clinic.

“Our goal has always been a steadfast commitment to personalized and continuous support for our partners and clinics,” said Elise Burns, founder and CEO of Evette. “This collaboration with Shepherd marks a significant step forward in our mission to further revolutionize the industry and we’re excited to introduce this first-ever solution to address the pressing issues plaguing the vet industry.”

Evette collaborates with Shepherd Software for first-ever solution aimed to solve the veterinary industry shortage. News release. Evette. May 9, 2024. Accessed May 10, 2024. https://www.businesswire.com/news/beverlyhillschamber/20240509283748/en/Evette-Collaborates-With-Shepherd-Software-for-First-Ever-Solution-Aimed-to-Solve-the-Veterinary-Industry-Shortage

New study by Instinct: The State of Emergency and Specialty Veterinary Care in 2023. Instinct Science. September 13, 2023. Accessed October 6, 2023. https://www.businesswire.com/news/home/20230913862061/en/New-Study-by-Instinct-The-State-of-Emergency-and-Specialty-Veterinary-Care-in-2023

Evette and Shepherd Veterinary Software work together with relief vet solutions