Compassion Understood the facts

why training in pet loss support is a must do and not just a nice to have

1. www.compassionunderstood.com Pet Loss Support Training Programme: Training and Tools for Veterinary Professionals and Practices

2. Why we need to care about end-of-life

3. Virbac Animal Health, 2010 Almost 47% of vets have end-of-life care discussions with pet owners more than 11 times per month

4. Compassion Understood Pet Owner Research, 2015 Be genuine. If you can't, don't fake it, but please exercise some kind of compassion. I know vets probably have to do this a lot and get de-sensitised, but pet owners typically don't go through it regularly. Bedside manners are pretty key. It’s not an everyday occurrence for pet owners “ ”

5. They get to say goodbye only once…

6. 20 to 25 % Client attrition following bereavement is high . Data on file. Onswitch 2014, Compassion Understood 2015

7. Potential lost revenue Let’s look at this financial impact. Caroline Hewson, also known as The Pet Loss Vet, has estimated that the financial losses suffered through the client attrition we just looked at and increased staff turnover due to staff unhappiness and compassion fatigue amount to more than £10,000 each year … a silent loss that’s commonly overlooked. (see next slide) - diagram An estimated value on this “lack of attention” of the practice to the end of life over a 3-year period is more than £33,000. It makes total sense that r etention of a client after pet loss is the most effective and cost-beneficial method of preventing these revenue-reducing losses: 7

8. www.thepetlossvet.com Conservative estimate of ex-VAT turnover lost per full-time small animal vet when the practice does not have a comprehensive approach to client bereavement.

9. Differentiate yourself from competitors trough our accreditation Tool 9

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12. 12 From veterinary team Only 35% of veterinary professionals felt they were well-equipped with answering questions about ‘the right time’ 70% felt that further training in pet loss support would be beneficial Only 3% not interested in training Most vets in our focus groups had had no formal training on euthanasia, was “on the job” 53% wanted a Qualify of Life assessment tool to help them with decision making

13. 13 From clients Only 60% of owners felt their vet clinic handled their pet’s euthanasia very well (leaving 40% who thought wasn’t handled very well) 18% did not go back to same practice (but with 60% of clients saying they got a new pet within 3 years – where did they go?) 14% accessed ongoing support/grief counselling 52% say would have welcomed info on normal feelings and stages of grief. 41% owners not given any info on euthanasia or end-of-life care 31% felt not very well-prepared for pet’s euthanasia apt 20% of pets died under the age of 7 years (so highlights this is a consideration not just for elderly pets)

14. Compassion Understood Research: Veterinary Team, 2015 70% of vet professionals would like more training in pet loss and dealing with bereaved clients. 80% would like that training to include learning about compassion fatigue

15. The Compassion Understood Pet Loss Support Training Programme So that care is consistent and compassionate

16. The Compassion Understood Pet Loss Support Training Programme A comprehensive online training programme for the whole practice team

17. The Compassion Understood Pet Loss Support Training Programme Three components, each providing 2.5 hrs. of training Preparing for & nearing end-of-life The pet’s passing The client journey

18. The Compassion Understood Pet Loss Support Training Programme 5 modules: Understanding the pet owner Introducing the 4 th life stage; Quality of Life assessment and tools Decision-making and end-of-life discussions Introduction to palliative & hospice care Compassionate communication Component 1: Preparing for & nearing end-of-life

19. The Compassion Understood Pet Loss Support Training Programme Component 2: The pet’s passing 5 modules: Euthanasia: mind-sets and challenges Bond-centred euthanasia: the vet professional’s guide Home euthanasia & common scenarios Moving towards a bond-centred end-of-life care: building protocols for your clinic Reflective practice: evaluation and team care

20. The Compassion Understood Pet Loss Support Training Programme Component 3: The client journey 5 modules Moving towards a bond-centred approach The client journey Part 1: before the last appointment The client journey Part 2: immediately after the appointment Supporting the client after their pet’s passing Bringing everything together

21. The Compassion Understood Pet Loss Support Training Programme Delivered through videos, audios and articles With reflective learning exercises and multiple choice examinations Developed by experts in end-of-life, communication and education On passing, participants receive a certificate and accreditation points Accredited practices listed in publically-available database so they can find compassion-trained clinics

22. Differentiate your practice through accreditation “The session really highlighted to me how we could be more helpful and informative to clients over the subjects of end-of-life care, euthanasia and bereavement. Any changes would need to involve the whole staff.” Compassion Understood Research: Veterinary Team, 2015

23. Testimonials “I have taken the Compassion Understood pet loss support course and found it very helpful. End-of-life care is something we don’t think we need to learn about but we really do. As vets and veterinary nurses, we often only think about the pet but this course puts you in the mind-set of the client and their emotions.”   Suzanne Smith RVN Park Vets Sidcup London   23

24. Testimonials “(This is) CPD the whole practice team can learn from, even experienced vets. I thought I was quite good at end of life situations until I realised I could try other options to enhance the experience for the owner and animal. (The training) makes you reconsider your practice and could make you more empathetic and compassionate than you already are in difficult situations. It addresses so many practical solutions to all the scenarios we will have encountered in practice.'  Kathleen Robertson MRCVS Vets North 24

25. Testimonials “I am not a technical person by any stretch of the imagination and I managed to find my way around the training website easily. End-of-life care is something we should be able to talk about and break down barriers. We know clients are thinking about it, they know we know they are thinking about it but no-one speaks out. The Compassion Understood training will help veterinary practices start to talk about it. This course is marvellous. I feel that every module is pertinent to every member of staff involved in the bond centred vet approach…..all members of the team need to be involved in it if changes in the approach to euthanasia are to be considered."  Rebecca Delli-Bovi RVN Clent Hills Veterinary Group 25

26. Testimonials I enjoyed all of the modules in the Compassion Understood course and what I learnt from them would be of great use in practice and already has me thinking of a new approach to euthanasia in our practice.”   Carly Lyons RVN Downland Veterinary Group  26

27. Compassion Understood Pet Owner Website Feedback   “I was impressed with the content of the website - it seems to provide good advice and information in a sympathetic and yet practical manner and appears to address a difficult subject sensibly and sensitively.”   Stephanie Writer-Davies, BVSc, MRCVS, owner of an independent small animal practice   27

28. Take 10: The Business Case for End-of-Life Practice Training & Support Getting end-of-life care right isn’t just a nice-to-have. It’s essential. Our overwhelming evidence from both practice staff themselves and from owners is that this is an important part of the pet’s life-stage and extra support is needed. The benefits are clear: 28

29. Take 10: The Business Case for End-of-Life Practice Training & Support Client retention: There is a 25% loss of client base every year, for various reasons. In our study between 16 and 19% of clients that lost a pet did not go back to the same practice with their next pet. Need to re-evaluate the end of life approach and establish best practice. New clients: a satisfied client is the best form of marketing there is; word-of-mouth rules. Pet loss is one of the most emotive parts of the pet-owning journey. Get it right and you will drive new business Differentiation from competitors: Client want to know you care- having a specific end-of-life training programme and client support in place shows you care: utilise accreditation and listing as evidence Staff satisfaction (Compassion satisfaction vs Compassion fatigue!) leads to staff retention. Staff communication skills improve – helps other areas of client interaction in practice. Cross-pollinates your other services 29

30. Take 10: The Business Case for End-of-Life Practice Training & Support Encourages team harmony and cohesiveness: one of the few areas where there is a role for every member of the pet team, and a very clear journey/transition from one to the next. Encourages close team working and cooperation. Drives compliance RCVS complaints decrease: euthanasia complaints are the number 1 complaint issue from owners Practice Standards Awards: clear new category on end of life support and additional awards for training/evidence of providing support CPD that sticks: direct relevance to everyday situations in practice. The nature of the Compassion Understood learning is set-up to encourage individualised reflection with instructions and exercises to help incorporate learning into daily practice, and make self-assessment for improvement. Knowledge increases opportunities: training on emerging trends – including at home services, palliative and hospice care services. Potential for other revenue/roles that practice can offer. 30

31. www.compassionunderstood.com