Our Expertise
DVMcenter evolved out of necessity. We built our own euthanasia practice, MN Pets, experiencing the highs and lows of business ownership. As our appointment volume grew, so did our focus on building a highly trained, compassionate team of professionals to manage client communication and scheduling.
To some, answering the phone is unavoidable necessity of practice ownership.
To us, it’s our purpose.
We have built a specialized team with a focus on not only answering the phone, but on being guides for families facing heartbreaking decisions. Every conversation, process, and task is handled with sincere compassion and detailed care. Our expertise is based on our philosophy that client care is as important as patient care in end-of-life veterinary medicine.
Training
DVMcenter support specialists go through extensive training when they join our team, as well as ongoing education and development focused on a wide range of topics:
Quality of life discussions and end-of-life decision-making support
Guiding families through euthanasia and cremation scheduling
Providing pet loss support
Managing challenging visit scheduling situations
DVMcenter’s ongoing training program includes our “Speed Training” initiative, which includes monthly, brief training sessions led by members of the team with a focus on bettering our understanding on individual topics, such as:
- Supporting elderly clients through pet loss
- Recommendations for parents with children
- Understanding behavior-related euthanasia
- Supporting clients in crisis
- Improving efficiency using technology tools
Education & Outreach
Members of DVMcenter have been guest speakers and leaders at events nationally and internationally. We’re committed to both learning as well as leading in the industry of animal comfort care.
Recent lecture topics include:
Supporting parents and children through pet loss
Combining compassion and efficiency in phone calls
Sustainable and supportive team management
Compassion resilience in end-of-life veterinary care
Supporting clients with complex grief needs
IAAHPC
The International Association of Animal Hospice and Palliative Care is a non-profit organization that promotes comfort care for animals with chronic diseases as they approach end-of-life.
The IAAHPC has been a pioneer in the end-of-life animal care movement. DVMcenter works closely with the IAAHPC because we are deeply committed to this mission.
Our alignment with this leading-edge organization means we have a direct line to the latest developments in animal hospice and palliative care. Our consistent IAAHPC involvement enriches our practice and our client’s practices.
Connecting with other professionals in our industry is a valuable way to advance our own expertise and techniques for end-of-life care.
Dr. Rebecca McComas is the founder of IAAHPC Business Circles. She knew there was an opportunity for end-of-life veterinary practices to establish genuine industry connections, share business ideas, and form bonds that last beyond conference attendance. Today, Business Circles provide valuable support for practice owners and managers across the world.
Traction Model
DVMcenter has been a ‘Traction Company’ since 2016, meaning that we follow EOS®, the Entrepreneurial Operating System, explained in the book Traction by Gino Wickman. This holistic system has served as our structure for healthy growth and problem-solving.
I had been aware of DVMcenter even before I started my practice, but thought it was too expensive and that I could find a lower cost option. I worked my way through five of the most highly reviewed answering services, before realizing that if I wanted excellence, I need to hire the professionals. No one else could even hold a candle to DVMcenter’s handling of the delicate conversations surrounding end-of-life care. Families we help frequently say that they knew they would be in good hands from the moment their call was answered. – DVMcenter Member