Animal Health
Dog on top of a small weight scale and vector minimalist illustration of a clipboard with a document and bigger weight justice scale behind the dog plus typographic title (An Ounce of Prevention is Worth A Pound of Cure: The Importance of Intake Protocols) on top of a faded light brown gradient background
By Jenifer Chatfield, DVM, DACZM, DACVPM
Dark brown uppercase letter E drocap very year, multiple times a year, the news media will carry headlines like, “Is there an outbreak of pneumonia in dogs? Here’s what you and your pup should know,” or “Respiratory disease outbreak: New Hampshire and neighboring states,” striking fear into pet care facility operators and pet owners alike. It seems like disease outbreaks are an inevitable part of operating any pet care facility…but are they?

Luckily, there are concrete steps that facilities can take to decrease the likelihood of an outbreak among their pet population. And in the world of infectious diseases, a single ounce of prevention may be worth even more than a pound of cure. Establishing solid intake protocols, strictly adhering to those intake protocols, consistently reinforcing staff training and maintaining effective communication are all key to any pet care facility preserving the health of their clients’ pets.

Dark brown quote that reads - Establishing solid intake protocols, strictly adhering to those intake protocols, consistently reinforcing staff training and maintaining effective communication are all key to any pet care facility preserving the health of their clients' pets.
Intake Protocols
While no intake protocol or vaccine requirement can prevent all disease at a pet care facility, requiring appropriate preventive care for pets prior to entry into your facility is surely the cornerstone to any successful protocol. Vaccine requirements should be based on planned activities for pets while at the facility. For example, will dogs be allowed to spend time in playgroups? Will dogs be allowed outside in a yard, on a concrete slab or in grass? Additionally, the geographic location of a facility may dictate that preventive medicine requirements differ from those in other locations.

Any intake protocol is only as good as the enforcement of the requirements. Just as the personnel at the reception desk are the face of a facility, they are the frontline of defense against pathogen introduction to any facility by virtue of intake requirement enforcement. However, pet care is a customer service industry, so telling a dedicated pet owner that their pet is unable to enter a facility is, at the very least, a sticky wicket. It is imperative that intake/reception staff truly understand the importance of adhering to the intake protocols and requirements—regardless of the circumstances described by pet owners desperate to drop off their furry friend.

In fact, a facility is charged with safe-guarding the health and well-being of ALL the animals in their care, not just the single pet whose owner is begging them to make an exception…just this once. So, how can facility operators support staff in their effort to provide consistently high-level care to pets in the facility? With consistent and persistent staff training, of course!

Dark brown quote that reads - Any intake protocol is only as good as the enforcement of the requirements.
Staff Training
Staff turnover plagues the pet care industry at a similar rate to its sister industry, veterinary medicine. Such rapid turnover makes it difficult for facility operators to commit to, let alone provide, consistent and evolving staff training programs to provide professional growth opportunities for engaged staff. Beyond training- program establishment, accessing pet care expertise in preventive medicine is incredibly difficult for facility operators. Add to the mix that veterinary medicine is rarely welcoming and warm to the pet care industry, and providing professional staff training to effectively implement and develop credible preventive animal health programs at pet care facilities seems an insurmountable task.
Dark brown quote that reads - It is key that anyone employed at a facility—from managers to daycare attendants—understand the importance of communication with clients and how to discuss these issues with credibility and compassion.
But take heart! Solutions are on the horizon and opportunities for partnerships with like-minded veterinary professionals are growing. The other key to effective staff training in any industry is consistency—whether monthly, biweekly or semiannually—it is an issue of maintenance rather than project completion. And a key component of any effective customer service-related industry training is effective communication.
Client Communication
Any conversation about the furry friends that have progressively moved into our homes and hearts must be approached with care and sensitivity. Add to that addressing veterinary medical terms or preventive care topics, and additional care and empathy are a must. If pet owners do not understand the reasoning behind a pet care facility’s preventive care plans and that care and concern for their pet is at the core of these plans, it makes adherence to protective protocols that much more difficult. It is key that anyone employed at a facility—from managers to daycare attendants—understand the importance of communication with clients and how to discuss these issues with credibility and compassion.

Once your facility has worked with credible experts to create preventive protocols, establish staff training schedules to successfully implement the protocols and communicate the reason for the requirements to your clients, the fear of disease outbreaks can ratchet down a bit. Trust that preventive medicine is a pathway to disease prevention within your pet care facility.

Dr. Jenifer Chatfield is a double board-certified veterinary specialist in infectious disease and a world-renowned speaker at pet care conferences. “Dr. Jen the Vet” loves talking with pet lovers and pet care facility personnel about how to keep pets safe and healthy. If you are interested in adding Dr. Jen to your pet care facility team, check out her “Healthy Pet-Keeping Seal” program and enroll your facility today! More info is available on her website, drjenthevet.com, or by emailing GetTheSeal@drjenthevet.com

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