Benchmarks 2014: A Study of Well-Managed Practices
Chapter 2: Revenue 57
Behavior Consultations: a Win-Win for all!
Ten years in, this is how behavior consults work for us.
By Richard Vesper, DVM, and Gretchen Latham, RVT, KPA CTP
Our practice has offered behavior consultation services for almost 10 years. We recently streamlined our process to be more efficient and proactive in client communication and compliance. As a result, our behavior consult caseload and revenue both grew 15 percent in the past two years, and we project this year will mirror that growth.
Behavior appointments are scheduled with Dr. Richard Vesper and Gretchen Latham,
RVT, KPA CTP. Dr. Vesper attended the Dogs! Behavior Course at Purdue University and is a member of the Society of Veterinary Behavior Technicians and a recent graduate of the Karen Pryor Academy’s Professional Dog Trainer program. Gretchen is also working towards certification as a Veterinary Technician Specialist in the field of behavior.
The behavior cases we typically see are for separation anxiety, compulsive disorders and general anxiety cases. We develop a customized treatment plan for each behavior case and provide educational handouts as an added resource to help clients implement their plan.
Gretchen personally follows up with the clients to answer questions and provide feedback after their initial consultation by phone or e-mail at one, three, six, nine and 12 weeks. If the client needs ongoing assistance after the 12-week time period, we schedule additional appointments as needed.
Training is included as a component of each of our behavior treatment plans. In the past, we referred clients to outside dog training facilities or individuals. Because of a lack of communication
compliment the behavior plan.
Gretchen offers private sessions in the owner’s home or at the hospital. We are in the planning stages of adding adult dog classes in addition to our puppy preschool and kindergarten classes. We plan to include a clicker training class and a “Vet Ready” class. The “Vet Ready” class will help dogs feel more comfortable in the hospital and with medical handling. The concept is to desensitize dogs with positive reinforcement to ear cleanings, nail trimming, handling, taking medications, etc. This will also help to improve compliance with medications the owner may need to give at home.
At Avery Animal Hospital, we believe in using only positive reinforcement training methods that are science-based and force-free. This training is fun for the dog and strengthens the bond between client and pet. We do not support the use of punitive, dominance-based training. For more information on positive reinforcement methods, see Sophia Yin’s website: www.drsophiayin.com/philosophy. Our entire staff is educated in low-stress handling techniques for dogs and cats, and one of our technicians plans to get certified in Dr. Yin’s low-stress handling course.
We strive to make coming to Avery Animal Hospital as happy and stress-free as possible for clients and their pets. If pets are happy to visit, owners will also feel more at ease and be more willing to comply with medical advice from our doctors. This builds great client relationships and strengthens the human/animal bond.
Definitely a win-win for all!
and follow up from those trainers, we now offer dog training as part of our behavior services.
Clients remain with the practice, and we ensure that the training our patients receive is in line with our protocols. This allows us to customize the pet’s training plan to coincide with and
Dr. Vesper and Gretchen Latham at Avery Animal
Hospital in Hilliard, Ohio, can be reached at . Visit averyanimalhospital.com for more information on their behavior consultation services.