A Century of Veterinary Practice...from Surviving to Thriving

Lauren O’Leary, RVT, CVPM Innovative Veterinary Solutions (Alliston, ON) loleary@centralsales.ca

Recently, I had an opportunity to tour a hospital celebrating its centennial. Although mi-raculous in itself – what is more amazing is having four consecutive generations of veteri-narians in the family!

Can you picture what veterinary medicine looked like 100 years ago? Let’s stroll back in time to Historic Savannah, Georgia.

At the turn of the century, veterinary medicine revolved around farm animals, companion animal practices didn’t exist. Veterinarians just didn’t want to be bothered with pets.

All that would change when Dr. Erle Case arrived in the Port of Savannah by steamboat in 1909. A Graduate of Ontario Veterinary College, Dr Erle had arrived only to find that the job he had secured no longer existed. The world was changing very rapidly. World War I started in 1914.

Ever resourceful, Dr. Erle Case didn’t take no for an answer! Determined to find work, he spoke with local veterinarians until one doctor allowed him to build a few kennels in the barn, taking the dog and cat business that had become such a nuisance out of this busy doctor’s way!

Dr. Erle Case seized the opportunity, eventually opening the first veterinary hospital to of-fer health care for pets in Savannah.

The arrival of the automobile in the 1920’s marked the end of an era. The horse was no lon-ger the method of transportation and the mainstay of veterinary medicine. With thousands of horses out-of-work the industry collapsed, unwanted horses were sold for glue, leather, or meat.

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The Official Newsletter of the Veterinary Hospital Managers Association - July 2007 Issue

Serving the profession for 25 years!

VHMA • PO Box 2280, Alachua, FL 32616 • 518-433-8911 • admin@vhma.org • www.vhma.org

Practice Pulse

VHMA July 2007 Issue - page 1

2007 Annual Conference-Platinum Sponsor:

TipManagement

The dictionary is the only

place where success comes before work.

Arthur Brisbane

(Dr. Erle Case’s Veterinary Hospital - Note the attire and “banned” pet riding in the Model T!)

(The original hospital, located on Jefferson Street, Savannah, GA.)

Nick Athanasiou, DVM, MBA (Katonah, NY)Gretchen Dillon-Sauer (Columbia, SC)Paul Jensen (Eden Prairie, MN)

These individuals successfully completed the CVPM applica-tion process and examination.VHMA’s certification program measures the knowledge and experience necessary to successfully manage the ever-chang-ing business management of today’s veterinary practices and requires a continued commitment to further improvement through continuing education. For more information about the CVPM program, visit the VHMA Web site, www.vhma.org, or contact the office at (877) 599-2707 or CVPM@vhma.org.

Upcoming EventsAnnual Meeting & Conference

October 5-7 - Nashville, TN

Management Retreat February 1-3 - St. Augustine, FL

Summer Meeting June 6-8 - Toronto, ON

Annual Meeting & Conference October 3-5, 2008 - TBA

Officers & Directors

President Susan Prowse, CVPM

President-Elect Stutly Allen Moase

Vice President Gerard Gervasi, CM

Secretary Jennifer Inbody, CVPM

Treasurer Christy Johnson, CVPM

Area Directors Jim Bacon, DVM Sandra Brown Wiltshire, LVT, CVPM Tom MacDonald, CVPM Susan Savage, CVT, CVPM Stacey Weider

Immediate Past President Peter Ainslie, CVPM

Executive Director Christine Quinn Shupe, CAE

The Practice Pulse is the official publication of the Veterinary Hospital Managers Association (VHMA). All rights reserved. No part of this docu-ment may be reproduced in any form without the permission of VHMA. Opinions expressed in articles and editorials of this newsletter are those of the author and not of VHMA.

Wow, July has come and gone already and half of the year is over; unfortunately the second half of the year will go just as fast. If you are like me, many of the plans you made for the year have fallen off to the side and new ones have cropped up to take their place. It seems like I have had the same projects on my agenda from one year to the next with no relief in sight of ever getting them accomplished, a casuality of poor time management I guess, and I consider myself fairly good at it. Priori-ties change and what we consider to be more important at the time takes over. Some of it is reactionary to what happens daily and we all know those situations well, but some of it is procrastination because the work may be boring or time consuming. The challenge for all of us is not to let that happen. We don’t mind (most of the time) working on the reaction-ary day-to-day things that pop up because it keeps us busy and some of it can be exciting. It is when we finally sit down at our desks to tackle that looming project that we start looking around, maybe there is something else I could do, anything but this. To thwart this problem I put things in my planner and assign time to work on it. Just knowing that today I will spend X amount of time doing this helps me to stick to it. It is rare for me to have a completely blank day in my planner but, if I can manage it, I will devote my time to doing those particularly boring projects I would otherwise put off. If you are like me, you don’t want to see the same proj-ect on your calendar day-after-day. I take great pleasure in marking these projects off my calendar!

President’s Message Susan Prowse, CVPM

VHMA July 2007 Issue - page 2

Practice Managers Earn CVPM Certification

VHMA July 2007 Issue - page 3

VHMA 2007 Annual Meeting and Conference October 4 - 7, 2007 • Nashville, TN

Friday, October 5, 20079:00 a.m. to 4:00 p.m. - “How To Build A Better You” Speaker: Bryan Dodge Platinum Program Sponsor:

This program will focus on three key areas: how to have your best year ever by creating consistent upward growth in your life, how to take ownership of leadership in your own life, and, lastly, powerful goal-setting and time-control tips. Learn inspirational strategies that teach you the importance of setting goals to make your dreams a reality. The reward is achieving quality of time at work and quantity of time at home. Learn about the power of personal energy and where it comes from.

7:30 p.m. to 9:30 p.m. - “Emergency Practice - A Focus Group Study”Group Facilitator: Darren Osborne, MA (Limited attendance and pre-registration will be required.)

Saturday, October 6, 20079:00 a.m. to 5:00 p.m. - TRACK 1 – Advanced Topics For Veteran ManagersSpeaker: Phil Seibert, Jr., CVT Gold Program Sponsor:

“Simple Solutions to OSHA Problems”This program will focus on a comprehensive, guided overview of Federal and State Occupational Safety and Health Administra-tion (OSHA) mandates for veterinary hospitals. Not only what is expected, but how to achieve it without spending a lot of time on unnecessary forms, paperwork, or training! We will discuss the administrative requirements, outline the many hazards in a veterinary practice (not just chemicals), and teach you about OSHA requirements for dealing with them.

“Regulations for the Veterinary Hospital Pharmacy”Just what are the FDA guidelines that veterinary practices must follow for prescribing and dispensing? What about compound-ing? When are over-the-counter sales permitted? What about Internet pharmacies? How detailed should our controlled drug logs be and how often can we refill prescriptions for controlled drugs? This program will provide the answers to your pharmacy questions. Learn how to stay in compliance with all the governmental rules while still being able to deliver the level of care and service your practice desires.

9:00 a.m. to 5:00 p.m. - TRACK 2 – Fundamentals for New ManagersSpeaker: Marsha Heinke, DVM, EA, CPA, CVPM

“Understanding and Interpreting Financial Statements”Learn how to manage cash flow and plan for a successful future by understanding and interpret-ing the practice’s financial statements. You may hate working with numbers, but if you cannot read and interpret a balance sheet and an income statement your practice may not be reaching its potential.

“Budgeting” The “B-word” in practice management is budgeting. In this portion of the program we will explore the ins and outs of budgeting and how you can get started on what does not have to be a burdensome experience.

“Developing and Implementing Hospital Protocols” This program will also cover the development, implementation, and follow through on hospital protocols. Essential management tools for getting the job done right.

Sunday, October 7, 20079:00 a.m. to 12:30 p.m.Speaker: Doug Jack, LLB

“‘Dear Dr. Vet...’ - The Manager’s Role in Responding to Licensing Board Investigations”As a member of a self-governed profession, the veterinary practitioner is subject to the regulatory framework established through its governing body, including responding to client and colleague complaints. Learn “ten hot tips” to assist in mounting an appropriate de-fense to complaints against the professional staff of your animal hospital and review an actual case-study that highlights the “do’s and don’ts.”

“Horns of Dilemma - Legal Consequences for Veterinary Ethical Breaches”While most veterinary practitioners acknowledge their ethical responsibilities, too often, they are treated in a cavalier manner leading to non-compliance and the inevitable legal consequences. Hear some “horror stories” of day-to-day compromises to ethical conduct particularly as they relate to confidentiality, conflicts of interest, and the requirement to provide veterinary services.

Silver Program Sponsor: Royal Canin Veterinary Diet

The clinic has been at its third and current location since 1978 and was renovated in 2000 to its current status at 10,000 sq ft.

Dr. Carla Case-McCorvey is handling much of the case load now but still marvels at the ability to call her father when she’s had a case that’s really stumping her. She realizes now that grow-ing up as a fourth generation veteri-narian has its ad-vantages! “I never knew Grandpa, Carla says of her great grandfather who began his practice in 1909, but I helped Papa and my father with animals even when I was little. Mom and granny worked as assis-tants, so I saw them every day too.”

Dr. Case-McCorvey says, “It’s fun meeting the next generation of clients and their pets, know-ing that their family members may have seen her great grandfather with their pets.”

Dr. Jerry Case can recall being there when his father was paid in Chickens! It wasn’t out of the ordinary to receive shrimp, crabmeat, or veg-etables in lieu of money.

Today, hospitals like Case have lasers, X-ray, ultrasound, endoscopes, prescription diets, pesti-cides, vaccines, dewormers, and emergency clin-ics…but when Case first opened its doors these things hadn’t even been discovered yet. We take much of what we have today for granted.

During my visit, I got a peek at a display case of old remedies and devices. Oddly enough, medi-

cine seems to have come full circle. Everything old is new again!

In 1923, Dr. Case was “asked” by city ordinance to move the hospital as the animals and their odors became unpopular in close proximity with “city” folk.

The clinic was moved just outside city limits, apparently as an act of defiance. The first building is believed to have burned down, but fortunately not until after Dr. Case no longer occupied it.

The depression loomed, farm prices fell, veterinary practic-es collapsed. But even through World War II, Case Veteri-nary Hospital survived.

Oddly enough, that decade would also become the one in which our culture became willing to spend money for the care of pets. The industry bounced back after initiating a program to combat diseases of food animals and to satisfy increasing consumer demands for products like milk, poul-try, eggs, and meat products.

The second location of Case Veterinary Hospital remains as a veterinary hospital today, but it is now owned by a veterinarian that worked for Dr. Frances Case and Dr. Jerry Case. It is located within two miles of the original hospital location - well within the city limits!

VHMA July 2007 Issue - page 4

(Third and current hospital location, 111 Eisenhower Drive, Savannah, GA.)

(Second hospital location, 800 Ash Street, Savannah, GA.)

(Dr. Erle Case’s first veterinary ambulance, 1920’s. )

(Dr. Jerry Case and daughter, Dr. Carla Case-McCorvey)

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Table of Contents:Chapter 1 MarketplaceChapter 2 Client Relationship ManagementChapter 3 CommunicationsChapter 4 Financial ManagementChapter 5 Cash ManagementChapter 6 Human ResourcesChapter 7 Marketing ManagementChapter 8 Operations ManagementChapter 9 Administrative ManagementChapter 10 Practice SafetyChapter 11 Legal IssuesChapter 12 Planning and Decision MakingChapter 13 Facility Management, Design, and ConstructionAppendicesGlossaryIndex

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Family History:

Dr. Erle Case graduated in 1909 and practiced in Savannah until 1943.

Dr. Frances Case took over the practice from his father, Dr. Erle Case, in 1943.

Dr. Jerry Case took over the practice from his father, Dr. Frances Chase, in 1981.

Dr. Carla Case-McCorvey took over the practice from her father when she graduated in 1999.

The Practice Manager, Lisa Yackel, CVPM, PHR, feels mo-rale is key in an effective hospital and that great staff play an integral part in creating that atmosphere. Lisa works hard to ensure staff are appreciated. Kenny Weaver, CVT, will tell you that he has been with Case Veterinary Hospital for 28 years, and Lisa confesses to having been with the hospital for 17 years herself.

Each year the staff organizes events such as going to the beach (complete with Case Vet Hospital beach towels) or, most recently, holding a “High Tea” for the Ladies (com-plete with formal attire, Big Hats, and China cups).

Monthly staff meetings are held, with a meal, and awards are presented to the staff member delivering exceptional customer service. Staff members are registered to use on-line training videos, given an allowance for continuing education, and encouraged to attend meetings. Evaluations are done quarterly, with a formal review annually.

As good corporate citizens, the clinic works in conjunction with a local group called PALS (Pet Assistance League of Savannah) to raise money for spay/neuter assistance. Dr. Case-McCorvey also writes a column in PALS newsletter.

Dog washes and a Halloween contest are also great ways to raise awareness with the proceeds going to PALS. This year will mark the 27th Anniversary for the events!

The atmosphere in this hospital is one of a pristine clean, tightly run ship where decorum, professionalism, and good medicine are employed everyday – it’s a well-oiled, efficient hospital.

In order to run a successful family business for 100 years, one has to have a long-term vision. That vision is posted for all to see at the hospital and each generation of the Case family has embraced that same vision.

If I were to rewrite this hospital’s vision in layman’s terms - it would read as follows: “Treat your people, your pets, and your town well; practice good medicine and the rest will follow.”

In the South, you can hear them say – “Y’all come back now, ‘ya hear!” And for a Century at Case Veterinary Hospi-tal, they have!!!!

To find out more about Case Veterinary hospital click on www.casevet.com.

VHMA July 2007 Issue - page 5

Veterinary Hospital Managers AssociationPO Box 2280Alachua, FL 32616-2280admin@vhma.org • www.vhma.org

VHMA July 2007 Issue - page 6

Kevin Brumfield (Tallahassee, FL)Sherry Hickey (Saginaw, MI)

Sherri Lyn Kasper, DVM (Tallahassee, FL)Jeffrey Kundi, DVM (Dallas, TX)

Tammy Lynn Laird (Metropolis, IL)Kimberly Caprice Lyne, BA (Chester, VA)

Glenn Major, DVM (Crown Point, IN)David B. Ochstein, DVM (Palm Beach, FL)

Michael Rumore, DVM (Seminole, FL)Stephanie Tetloff (Tacoma, WA)

Jennifer Leigh Williams (Smiths Station, AL)Kelly Anne Winrow (Keswick, ON)Janet M. Yurchak (Crown Point, IN)

Welcome New Members