AAHA National Staff Meeting Web April 24 - May 8, 2011 Conference - - - PDF document

AAHA National Staff Meeting Web Conference - Achieving Total Flea Control: From Managing the Flea Infestation to Guiding the Pet Owner April 24 - May 8, 2011 1

Achieving Total Flea Control: From Managing the Flea Infestation to Guiding the Pet Owner

April 24 – May 8, 2011 By Alicia Harris, BS, LVT

Made possible by an educational grant from Merial, Ltd.

Module One: Fleas The Cat Flea: A Threat to Pet Health

• The cat flea (Ctenocephalides felis) is the most common ectoparasite of dogs

and cats in North America.1

• Just one cat flea may lead to a number of medical and dermatological

conditions, as well as discomfort, in dogs and cats.2

AAHA National Staff Meeting Web Conference - Achieving Total Flea Control: From Managing the Flea Infestation to Guiding the Pet Owner April 24 - May 8, 2011 2

• Underneath the house or a deck
• Crawl space
• Shed
• Shrubs, Bushes, Trees
• Flower beds
• Parks, Nature Trails
• Carpet
• Area rugs
• Grooves or cracks in hardwood

floors

• Baseboards
• Bedding
• Furniture

The Cat Flea: There is No Way to Avoid It!

Fleas are not just a spring and summer problem!

Cat Flea Activity Throughout the Year

• Because fleas matter to your clients!
• Pet owners do not want to see fleas on their dogs and cats.
• Fleas cause discomfort to their pets and can cause pets serious

health problems.

• Every dog and cat is susceptible to flea infestation.
• Because it matters to your clinic!
• Your clients look to you to help protect their pets.
• Your clients will take your advice when you explain what their pets

need and why.

• Flea and tick product sales are an important source of practice

revenue, accounting for approximately 11 percent of a clinic’s gross revenue.3

Why Flea Prevention Matters

AAHA National Staff Meeting Web Conference - Achieving Total Flea Control: From Managing the Flea Infestation to Guiding the Pet Owner April 24 - May 8, 2011 3

Preventive Products: A Whole-Clinic Responsibility

Flea control is most successful when everyone in the clinic participates:

• Veterinarians
• Trained technicians
• Assistants
• Receptionists
• Other office staff

Having the entire clinic contribute with well-defined roles can be a win-win-win for the clinic, pet owner, and the pet.

Do Pet Owners Do What You Recommend?

• How can you make sure that the pet owner leaves the veterinary clinic

with the flea control that was recommended?

• Veterinarians are the key health care advisers for their clients.
• A knowledgeable staff ensures that the veterinarian’s recommendation is

achievable.

• There are several pet health dangers when a clinic’s staff isn’t educated

about flea control:

• Pet owners who buy preventives may not get the counsel they

need to use the products effectively.

• Staff may defer to the client as to whether a purchase is made

based on factors such as cost.

• Pet owners may leave the clinic with an insufficient supply or

none at all.

• The AAHA Parasite Counselor Program is a comprehensive continuing

education program for veterinary technicians, assistants and clinic support staff.

• The first course in the program is the flea module, which will examine the

impact of flea infestation on clients like yours and how you can help your clients fight fleas at home.

Introducing The Parasite Counselor Program

AAHA National Staff Meeting Web Conference - Achieving Total Flea Control: From Managing the Flea Infestation to Guiding the Pet Owner April 24 - May 8, 2011 4

• Three other modules will delve into other common parasite problems.
• Participants who successfully complete all of the online courses will be

designated as “Parasite Counselors,” empowering them to take a more active role in ensuring compliance among clients.

Introducing The Parasite Counselor Program

Clinic staff that complete the flea module will be armed with the following:

• Tools to provide flea control information to their clients in a reassuring

manner.

• Tools to effectively resolve client concerns.
• Understanding that earning a client’s trust is achieved with reliability,

confidence, and reassurance

• Understanding that the key to resolving pet owner concerns is not just
• verwhelming them with an abundance of information.

Confidence and reassurance coupled with education can position veterinary professionals as the most reliable and trusted resource when it comes to flea control.

Flea Module: What Clinic Staff Will Learn

While the flea module is great training tool for clinic staff who may not be as knowledgeable about flea prevention, the module is also a great refresher for veterinarians as well. The benefits include:

• Knowledge to help you protect the pets you know and love.
• Show pet owners that veterinary professionals should be relied upon as the

most trusted resource when it comes to flea control.

• Position you as the “go-to” person when clients have concerns with fleas.
• Provide tools to teach owners to really want flea control.
• Help your practice increase revenue.
• Increase confidence of clinic staff.
• Provide clinic staff with consistent messaging.
• Help decrease client complaints with the flea control product you sold

them.

Flea Module: What Veterinarians Will Learn

AAHA National Staff Meeting Web Conference - Achieving Total Flea Control: From Managing the Flea Infestation to Guiding the Pet Owner April 24 - May 8, 2011 5

Flea Module: Course Outline

Lesson 1: Why Should We Care About Fleas?

• Understand the Importance of Flea Control in the Veterinary Practice.
• Identify Medical Conditions Caused by Fleas.
• Discuss Zoonotic Disease Transmission.

Lesson 2: Science – Foundation of Flea Biology and Ecology

• Describe the Attributes of the Cat Flea.
• Understand Each Step of the Flea Life Cycle.
• Discuss the Concept of the Flea Biomass.

Flea Module: Course Outline

Lesson 3: How Did My Pet Get Fleas?

• Explain Flea Carriers, Including Where Fleas Do and Do NOT Come From.
• Discuss Flea Population Dynamics in Both Indoor and Outdoor Environments.
• Identify Signs of Flea Infestation.

Lesson 4: Flea Control: Helping Clients Win The Battle

• Explain the Key Goals for Flea Control.
• Describe and Recommend Appropriate Flea Control Product.
• Identify Barriers To Success in Flea Control, Including Common Pet Owner

Misconceptions.

Flea Module: Course Outline

Lesson 5: Pet Owner Counseling: This Is What Your Pet Needs And Why

• Discuss Flea Control With Your Clients.
• Obtain a Thorough History.

Lesson 6: Take Control

• Know How to Use “Active Listening” and Client Communication Skills to Become

A Trusted Pet Care Provider.

• Address Pet Owner Concerns About Flea Control Performance.

In addition to the content in each of the lessons, participants will also have access to a Resource Center of additional references they can print out for use even after the course is over.

AAHA National Staff Meeting Web Conference - Achieving Total Flea Control: From Managing the Flea Infestation to Guiding the Pet Owner April 24 - May 8, 2011 6

Lesson 1: Why Should We Care About Fleas?

Because your clients care about fleas!

• Fleas are one of the most important health issues your clients’ pets have.
• Fleas can cause:
• Numerous dermatological and medical conditions.
• Discomfort for the pet.
• Death in young, old or debilitated pets.
• Stressed out and concerned pet owners.

The Cat Flea (Ctenocephalides felis) is the primary flea species infesting dogs and cats in North America.

• Found throughout the world wherever there are suitable hosts.
• Fleas are obligate parasites, which means they require a constant blood

source from a suitable host in order to survive.

• Diseases and other parasites are transmitted when the flea pumps saliva in

to the bite wound.

• The target of flea control products.

Lesson 2: Science – Foundation of Flea Biology & Ecology

Adults Pupae Eggs Larvae FLEA LIFE CYCLE

AAHA National Staff Meeting Web Conference - Achieving Total Flea Control: From Managing the Flea Infestation to Guiding the Pet Owner April 24 - May 8, 2011 7

• Common flea carriers.
• Common outdoor flea development sites.
• Common indoor flea development sites.
• How pets get fleas.
• Signs of flea infestation.

Lesson 3: How Did My Pet Get Fleas?

Integrated Flea Control:

• 1. Relieve the pet’s discomfort.
• Kill the fleas infesting the pet.
• 2. Eliminate premise infestation.
• Immature stages (e.g., egg, larvae, pupae).
• 3. Prevent re-infestation.

Lesson 4: Flea Control: Helping Clients Win The Battle

Barriers to Success: Pet Owner Misconceptions

• Treating the yard will solve the problem.
• Fleas jump from one pet to another.
• If my pet has fleas it means my home is dirty.
• A pet treated with flea control will never have fleas on them.

Lesson 4: Flea Control: Helping Clients Win The Battle

AAHA National Staff Meeting Web Conference - Achieving Total Flea Control: From Managing the Flea Infestation to Guiding the Pet Owner April 24 - May 8, 2011 8

The key to flea control success is that the entire veterinary team understands that flea control is an important medical service.

Success factors include:

• A properly trained staff.
• Consistent messaging from every staff member that has the opportunity to

talk with a pet owner about flea control.

• The commitment and confidence to proactively discuss flea control with

every client.

• Emphasis on the need for flea control, including explanation to pet owner.

Lesson 5: Pet Owner Counseling

Information You Will Be Able To Provide To Clients:

• The importance of flea control.
• Consequences of not using flea control.
• Setting client expectations.
• Product education.

Lesson 5: Pet Owner Counseling

What Is Your Role?

As a veterinary professional you are trusted by your clients to:

• Care for and help protect their pets’ health.
• Explain the health and financial benefit of applying flea control year round.
• Educate them about important parasitic problems, such as fleas.
• Don’t let the pet owner leave without explaining what their pet needs.
• Provide solutions.
• Education is a key success factor!

Lesson 6: Take Control

AAHA National Staff Meeting Web Conference - Achieving Total Flea Control: From Managing the Flea Infestation to Guiding the Pet Owner April 24 - May 8, 2011 9

Communication skills:

• Active listening
• Probing for Additional

Facts

• Product education
• Recommendations

How To Be An Effective Patient Counselor

Lesson 6: Take Control

http://www.aahanet.org/education/fleas.aspx

Please visit To register for and complete the AAHA Parasite Counselor Program Module One: Fleas

1. To complete the evaluation, please go to the following website: http://www.keysurvey.com/survey/361863/1239/ 2. After completing the evaluation, you will automatically be linked to the Continuing Education Certificate. The CE certificate can

• nly be accessed after the evaluation is completed.

3. Download the CE Certificate (in pdf format) to your computer and print enough copies for those persons viewing the web conference with you. Your input is very important! We take feedback seriously in order to provide you with the highest quality experience possible. If you have any questions about completing the evaluation or accessing your CE certificate, please email us at webconference@aahanet.org or call 800/252-2242.

AAHA National Staff Meeting Web Conference - Achieving Total Flea Control: From Managing the Flea Infestation to Guiding the Pet Owner April 24 - May 8, 2011 10

Questions to the Speakers Please email your questions to webconference@aahanet.org by Sunday, May 15, 2011. Alicia will provide written responses to all of the questions and they will be posted on AAHA’s website by Friday, May 27, 2011.

Made possible by an educational grant from Merial, Ltd.