Chewy, Inc. has announced the launch of Chewy Vet Care, the company's new pet health initiative with a series of practice locations planned. The first one will open in Plantation, Florida early next year and the company plans to add more locations throughout 2024. Chewy Vet Care will offer routine appointments, urgent care, and surgery to pets in need.

“We partnered with hundreds of veterinarians and customers to design an in-practice and post-visit experience that we believe will be unlike anything in the market, and appreciated by both communities. Our practices contain thoughtfully designed spaces for the comfort and privacy of our customers and care team,” said Mita Malhotra, president, Chewy Health, in an organizational release.

“Chewy Vet Care will be powered by our proprietary, easy-to-use modern technology, to deliver a seamless and memorable experience, which we have delivered for over a decade in our core businesses. Expanding into veterinary care is the natural next step in Chewy’s evolution and we are excited to bring our customer-forward thinking to our veterinarians and practice team,” she continued.

According to the release, each of the Chewy Vet Care practices will be powered by Chewy’s custom-built open platform, which can also be applied to third-party partner practices. Each Chewy Vet Care location is designed to create an efficient workplace that is emotionally fulfilling for members of the team. The clinics will also support an infrastructure that highlights well-being, career advancement, work-life balance, and more.

“Chewy Vet Care is inspired and designed by a team of veterinary experts to combine personal, patient-centered medicine with the latest technology in an environment where customers will love to take their pets, and care teams will love to practice," expressed Benjamin Carter, DVM, chief medical officer, Chewy Vet Care, in the release.

“We are confident we can drive positive change by addressing critical pain points straining the veterinary industry, such as burnout and lack of flexibility, while providing the convenient, transparent, and trustworthy access to care that today’s discerning pet parents appreciate,” he concluded.

Individuals interested in learning more about Chewy Vet Care practices or in applying for a practice job with the company, including positions in Denver, Colorado, should visit the Chewy website.

Chewy to Open Its First Veterinary Practices with Launch of Chewy Vet Care. News release. Chey, Inc. December 14, 2023. Accessed December 18, 2023. https://investor.chewy.com/news-and-events/news/news-details/2023/Chewy-to-Open-Its-First-Veterinary-Practices-with-Launch-of-Chewy-Vet-Care/default.aspx

Chewy to open veterinary practices in Florida, Colorado. News release. American Veterinary Medical Association. December 15, 2023. Accessed December 18, 2023. https://www.avma.org/news/chewy-open-veterinary-practices-florida-colorado

Articles

Chewy Vet Care is preparing to open its first practice in South Florida in early 2024 

Online pet retailer launches first veterinary practice

By Bob Alaburda, Director of Special Projects

This video filmed at the 2023 American Veterinary Medical Association Convention in Denver, Colorado, features Taylor Rezvani, PhD, and Steve Dale, CABC, as they explore the crucial role of consent in veterinary care.

We have compiled a countdown of our top 15 content in 2023, here is number 14

This week on dvm360.com: dvm360 begins to share the top articles of 2023, and other veterinary news

15. FDA approves first oral liquid medication to treat diabetes in cats

Closing out the top 15, this FDA update reveals Boehringer Ingelheim’s oral liquid medication Senvelgo (velagliflozin oral solution) has received approval as a once-a-day treatment that helps improve glycemic control in cats suffering from diabetes. The drug can be administered by pet parents in their cat’s food or directly in the cat’s mouth.

We have compiled a countdown of our top 15 articles in 2023, here is number 15

Top dvm360 articles of 2023: #15

The FDA has announced draft guidance aimed at helping animal drug sponsors pursue Priority Zoonotic Animal Drug (PZAD) designation for new animal drugs. These PZADs have the potential to prevent or treat a zoonotic disease in animals that has the potential to cause serious adverse health consequences for, or serious or life-threatening diseases in humans. The guidance includes vector-borne diseases and is intended to expedite the development and review of these therapies.

The FDA will be able to engage with sponsors of drugs that receive PZAD designation to improve the predictability of product development and review. This process is intended to help improve submission quality and efficiency of the approval process for this group of products. According to the FDA, the agency recognizes that the health of people, animals, and their shared environment are intertwined. One Health approaches that are implemented such as this draft guidance help support approval of impactful new products to address health needs that cross these sectors.

This guidance also aligns with the goals of the FDA’s 

 by supporting technologies and products that address high-priority needs. Released in September 2023, the agenda aims to foster product development and implement smart, risk-based approaches to regulating modern animal and veterinary products. The agenda applies to products such as novel food ingredients, animal biotechnology products and tissue-based products, intentional genomic alternations in animals, cell-culture animal food ingredients, and more.

The FDA is accepting public comments on the new draft guidance for 60 days from the date of publication in the Federal Register. The public should submit either electronic or written comments on the draft guidance by February 16, 2024, to ensure that the agency considers your comments on this draft guidance before it begins work on the final version of the guidance.

Comments can be submitted electronically via the Federal eRulemaking Portal, or in writing to Dockets Management Staff (HFA-305), Food and Drug Administration, 5630 Fishers Lane, Rm 1061, Rockville, MD 20852. All submissions received must include the Docket No. FDA-2023-D-3740 for “Priority Zoonotic Animal Drug Designation and Review Process.”

FDA seeks public input on guidance for Priority Zoonotic Animal Drug Designation. News release. FDA. December 15, 2023. Accessed December 15, 2023. 

https://www.fda.gov/animal-veterinary/cvm-updates/fda-seeks-public-input-guidance-priority-zoonotic-animal-drug-designation?utm_medium=email&utm_source=govdelivery

McCafferty C. FDA releases Animal and Veterinary Innovation Agenda. 

September 18, 2023. Accessed December 15, 2023. https://www.dvm360.com/view/fda-releases-animal-and-veterinary-innovation-agenda

The federal agency is is accepting public comments until February 16, 2024.

FDA issues Priority Zoonotic Animal Drug draft guidance

Video interview with Adam Christman, DVM, MBA

Spreading the customer service magic

While attending the 2023 Fetch dvm360® Conference in Long Beach, California, Adam Christman, DVM, MBA, discussed how Disney’s example of customer service makes each guest feel like a VIP. Being a frequent visitor of Disney’s theme parks, Adam provided firsthand knowledge and passion that fueled his talk. “Every time I see Mickey, I feel nostalgic. I feel happy. It makes me and my partner feel more bonded together. I’m sure your family has these magical moments. All of these people make these processes and places come together.” Using Disney’s four quality standards—courtesy, efficiency, safety, and show—he explains their importance and shares with the audience how to implement them in their practice. “You and I are making magic happen every day with what we do.”

Some things to consider that make a better experience for pet owners and veterinary staff include thinking about how the office smells, if everything is cleaned up and put away, staff autonomy, and even squeaky toys for pets ready to go. Imagine presenting a Kong toy, which is a favorite for a dog, and suddenly they’re excited to be at the vet. “This is all part of customer service. You want [pets and pet owners] to have a positive experience when they come to see you,” said Christman.

Diving deeper into autonomy, Christman emphasized how speaking to someone face to face can make the difference. It is important to have a door open where you are able to make choices and have the right leadership available to you.

This same intention applies to the marketing of your practice. For example, Christman explained how people were disappointed that he went to a breeder for a Doxin, but they were unaware that he had three rescues at home and took care of a paralyzed Doxin for over a decade. “Be inclusive of your dogs, your cats, and your clients.”

With the end of the year approaching, he insisted it is a good time to find a handful of rockstar clients and send them a gift. Whether it is something nice or something that reminds them of their pet, it is a way of thanking them and letting them know you’re excited to see them in 2024. 

Another component of the Disney model is the Guest Compass Tool which, instead of directions, stands for Needs, Stereotypes, Emotions, and Wants. Needs refer to situational needs like preventative care, vaccinations, and so forth. Stereotypes are not exactly as they sound. Rather, they are the perception the client has of a profession, like thinking all veterinarians are overpriced. Emotions are a bit more straightforward but involve bringing compassion and empathy to every step of an exam, procedure, or difficult news. Lastly, want refers to what the client wants to gain out an interaction. They want their pet to be happy and healthy, which will motivate their vet visit.

Bringing the magic of Disney to the forefront will enhance not only the workday, but each client interaction.

Videos

Incorporating some of Disney's customer service practices can improve the relationship between veterinarians and pet parents. 