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This Month's CE Credit Webinar
Take the Fear Out of Anesthesia
Dr. Ryane E. Englar, DABVP
As veterinary professionals, we're trained that no anesthesia is 100% safe. Imagine how clients feel when they learn their beloved pets need to be anesthetized. Clients cannot make informed decisions about patient care without informed consent. They need to know the potential for anesthetic risk, so they understand what it means to proceed with anesthesia and which consequences might result.  Veterinarians often blame price as the obstacle to procedures when fear of anesthesia may be the culprit.

Wendy S. Myers, CVJ, of Communication Solutions for Veterinarians has invited Dr. Ryane E. Englar, DABVP, an assistant professor and clinical education coordinator for Kansas State University College of Veterinary Medicine, to co-teach this month's webinar. Dr. Englar designs clinical skills curriculum to improve students' confidence and competence with professional and technical skills. Her research emphasizes veterinary client communication preferences. While teaching at  Midwestern University, Dr. Englar led a study to explore clients' understanding of anesthetic risk. Pet owners spoke loud and clear: 97% were dissatisfied with the team's failure to acknowledge or address anesthetic risk. Many clients felt their concerns were dismissed. "Don't worry" was a common theme. "But we do worry," one respondent pointed out. "Telling us not to worry is like telling us our feelings don't count."

Join Wendy and Dr. Englar on  Thursday, Aug. 16 at 12 to 1 and 3 to 4 p.m.   ET   for two live webinars on "Take the Fear Out of Anesthesia." What you'll learn:
  • How your ability to explain anesthesia affects patient care and revenue
  • Get research on anesthetic risks and how to explain it to clients
  • Learn what clients are told about anesthetic risks and what they want to hear
  • Provide a safe, open environment for pet owners to share their concerns
  • What information veterinarians and technicians should communicate
  • Strategies to explain anesthetic risks and your surgical protocols
  • Approach clients as valued decision-makers and partners in their pets' health
This CE course for your entire team includes:
  • Live and recorded webinars
  • Handout
  • Online test
  • 1 hour of CE credit
  • CE certificate
  • Unlimited playback of recorded webinar
Not available Aug. 16? Your enrollment includes unlimited playback of the recorded curriculum, so your team may learn at its convenience.  Training tip:  Partner with a favorite vendor.  Ask a pharmaceutical or distributor sales professional to sponsor this training and host the webinar along with lunch for your team.

Video Tip of the Month
Use the right words when talking with clients about anesthesia
Upcoming Seminars & Webinars
August 14, 2018
Tempe, AZ

August 16, 2018
12-1 and 3-4 p.m. ET
Phone: 720-344-2347

September 20, 2018
Webinar:  Get Clients to Accept Diagnostic Tests,
12-1 and 3-4 p.m. ET
Phone: 720-344-2347

Telephone Tip of the Month
Explain service before price when quoting surgeries
Because pet owners need to make informed decisions, educate them about which services and products their pets will need first, and then quote prices.  Here's an example of explaining services before prices for a spay: 
"Our doctors will conduct a presurgical exam to make sure Maggie is healthy. Surgery is performed in our surgical suite, and our veterinarians use the safest anesthesia available. We include / advise performing preanesthetic testing. This blood work will confirm that she's in good health. Diagnostics are an internal physical exam that will check her organ function and identify any unknown conditions. An IV catheter provides fluids for hydration and lets us administer drugs. We will monitor your pet's heart rate, level of oxygen in the blood, and body temperature during surgery. Because a spay is like a hysterectomy for women, we include pain-relief drugs and will send your pet home with ongoing medication for a restful recovery. Maggie will go home at the end of the day / stay overnight. For the surgery and hospitalization, the total / range is $___. To help you prepare for your visit, we accept cash, checks, debit and credit cards, and <third-party financing>. When can we meet Maggie for her presurgical exam? I have an appointment at 9 a.m. Monday or 4 p.m. Tuesday. Which do you prefer?"
Get more training in my 1-hour CE course, Phone Scripts That Gain New Clients.

Jump-Start Your New Receptionist: 6 Courses
Did you know turnover among veterinary receptionists is 26%? Onboarding is the process of integrating a new employee with your hospital and its culture, as well as providing the tools to become a confident and productive teammate. Assign a mentor, explain your culture, provide an onboarding checklist, offer how-to training, and have regular check-ins for performance feedback. Here are the first skill sets your new hire needs to master.

Jump-Start Your New Receptionist includes 6 one-hour courses:
1. How to Train a New Receptionist
2. 10 Phone Skills Every Receptionist Should Know
3. 8 Essential Skills Every Receptionist Should Master
4. Secrets to Effective Scheduling
5. Take Control of Scheduling Calls
6. Phone Scripts That Gain New Clients
Bonus: Onboarding orientation checklist


Wendy S. Myers, CVJ
Communication Solutions for Veterinarians Inc.

© 2018 Communication Solutions for Veterinarians. Contact us for reprint permission.
Communication Solutions for Veterinarians
(720) 344-2347