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Positive Pet Care Guide released to help strengthen veterinary team-client partnership

April 14, 2023

This week, an industry-wide working group led by Mars Veterinary Health and the AVMA released the Positive Pet Care Guide, a new resource aimed at strengthening the relationship between veterinary teams and clients in support of providing the best possible care to pets. The Positive Pet Care Guide, a free resource now available to the entire veterinary profession, outlines shared expectations of both veterinary professionals and pet owners to help foster healthy lines of communication and encourage an environment where each veterinary interaction is rooted in a supportive, safe, and inclusive environment for all. 

The release of this resource comes on the heels of new data from an AVMA survey of more than 1,300 veterinarians which found nine out of ten respondents in companion animal practice indicated that they’ve experienced negative or escalated client interactions in the past year. When asked if a resource outlining shared expectations and responsibilities could help strengthen their relationship with pet owners, seven out of ten said yes, and a new survey of 1,000 pet owners conducted by Banfield Pet Hospital found nearly eight out of ten owners agree. Additional survey findings from Banfield and the AVMA can be found here.

The creation of the resource, which was first announced in September at Banfield’s 2022 Pet Healthcare Industry Summit, was developed by leveraging direct input from industry leaders, veterinary professionals, and pet owners to ensure it addresses the concerns and needs of both veterinary teams and clients. Core working group members include AVMA, Mars Veterinary Health – and its practices Banfield, BluePearl Specialty + Emergency Pet Hospital, and VCA Animal Hospitals – American Association of Veterinary Medical Colleges (AAVMC), National Association of Veterinary Technicians in America (NAVTA), Not One More Vet (NOMV), Veterinary Hope Foundation (VHF), Veterinary Medical Association Executives (VMAE), and Veterinary Hospital Managers Association (VHMA). In addition, more than a dozen affinity organizations across the veterinary profession were invited to review the document and provide feedback.

The Positive Pet Care Guide, which can be printed out and displayed in the clinic or provided to clients as a helpful tip sheet, outlines descriptions of the behaviors and treatment veterinary teams and clients can expect from one another to drive mutual trust and respect.

This resource will be housed within the AVMA’s recently launched reputation management toolkit. Read more here.

The Positive Pet Care Guide, along with related resources to help hospital teams integrate it into their practices – including usage tips, hospital talking points, and more – can be found at To show your support for the Guide and commitment to positive pet care interactions, engage on social via #positivepetcareguide.

Article provided by Veterinary Medical Association Executives