Mars Veterinary Health, veterinary leaders aim to strengthen hospital-client relationships
by Katie Pfaff
Mars Veterinary Health recently announced the formation of an industry-wide working group aimed at strengthening the relationship between veterinary teams and pet owners through resources, education, and collaboration. The announcement was made at Banfield Pet Hospital’s 21st annual Pet Healthcare Industry Summit, according to a news release. Banfield is part of the Mars Veterinary Health family of practices.
Banfield has also teamed up with the American Veterinary Medical Association (AVMA) to expand access to the association's online reputation management resources to the entire profession, free of charge. Both initiatives demonstrate the commitment of Mars Veterinary Health and its family of practices to leveraging their size and scale to help create a more sustainable and thriving veterinary profession.
"Veterinary teams and clients are connected by a shared love of pets and passion for ensuring they receive the best possible care," said Doug Drew, president of Mars Veterinary Health.
Drew said the company’s goal is to address the pain points that exist for pet owners while prioritizing the wellbeing of veterinary professionals. “By coming together with leaders across the industry, these new resources will allow us to go upstream to address some of the most pressing issues impacting the profession," he said.
The efforts are meant to support veterinarians and veterinary professionals during a time of unprecedented strain. Veterinarians are also bearing the frustration of some customers in person and online.
Core members of the working group include Mars Veterinary Health and its practices Banfield, BluePearl Specialty + Emergency Pet Hospital, and VCA Animal Hospitals, the AVMA, the Association of American Veterinary Medical Colleges (AAVMC), The National Association of Veterinary Technicians in America (NAVTA), Not One More Vet (NOMV), Veterinary Hope Foundation (VHF) and Veterinary Medical Association Executives (VMAE).
Dr. Makenzie Peterson, director for wellbeing at the AAVMC, said that multiple veterinary medical colleges that are AAVMC members have outlined rights and responsibilities for clients who visit their on-campus medical centers.
“No matter how the profession evolves in regard to educational training or the delivery of care, the essential partnership between clients and veterinary professionals must always be grounded in transparency and mutual respect," she said. "We look forward to working with industry leaders who share our commitment to enhance trust and positive communication throughout the entire veterinary profession, setting a clear standard for the experience both clients and veterinary professionals can expect industry-wide."
Dr. Lori Teller, president of the AVMA, said that reputationally damaging events – which can include cyberbullying – have a critical and lasting impact on veterinary teams and their mental health. “Addressing this industry-wide issue requires a dedicated, collaborative effort," she said.
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