EAH History
1990
What year was EAH purchased by Dr. Kaufman?
Indoor cats do not need parasite prevention.
What is a MYTH?
Indoor cats can still be exposed to fleas, mosquitoes, and some intestinal parasites. They are at a higher risk due this myth.
Bella (dogs) & Luna have been the top contenders in recent years
What is the most common pet name in the United States?
This department should not automatically receive all sick appointments if GP has availability.
What is Urgent Care?
Before a pet can participate in daycare or boarding, these must be verified & up to date.
What are required vaccinations/SOC?
1999
What year did Dr. Warner-Jones come to EAH?
A dog that is not vomiting cannot have a gastrointestinal obstruction.
What is a MYTH?
Some obstructed patients show minimal or intermittent vomiting.
The amount of time Clients typically form their first impression of a business.
What is 7 seconds?
Most clients don't have the medical knowledge to judge the quality of medicine we provide. They use what they can see—cleanliness, friendliness, communication, professionalism, and how we treat their pet—to decide whether they trust us
Every unfilled appointment slot represents this missed opportunity.
What is lost patient care & lost revenue?
A client's perception of their pet's stay is strongly influenced by this interaction.
What is pickup & checkout?
The longest employed EAH team member.
Who is Monika?
A purring cat is always comfortable and happy.
What is a MYTH?
Cats may purr when stressed, painful, or frightened.
Clients are more likely to forgive long wait times when they receive these throughout their visit.
What are updates & communication?
Offer this if a client calls to report a patient concern.
What is an appointment?
This is often the biggest factor in whether a boarding client books again.
What is confidence that their pet was safe & cared for?
April 2019
What year did EAH move to its current location?
Negative conversations on the floor can affect team morale even if they're not directed at anyone specifically.
What is a FACT?
Attitudes spread. One frustrated conversation can quickly become a group mindset
Having concerns is normal. Bringing concerns forward is healthy. But repeatedly discussing frustrations without seeking solutions can unintentionally affect the entire team's morale. We want Eastern to be a place where concerns are addressed, solutions are discussed, and team members feel supported—not weighed down by negativity. Every conversation contributes to our culture, whether we realize it or not
The biggest predictor of whether a client returns is often not medical outcome, but this.
What is trust in the team?
Scheduling a patients next visit for boosters, MPE, or next due SOC is called what...
What is forward booking?
It ensures consistent, proactive patient care and helps practices avoid loss of continuity of care and client compliance.
The most important product the resort provides isn't a kennel—it's this.
What is peace of mind?
What year did EAH last make Baltimore Best Vet?
2022
If a client declines recommendations, our job is done.
What is a MYTH?
Studies consistently show that the primary reason clients stop doing business with a company is not price, mistakes, or competition. It is this.
What is feeling unappreciated, uncared for, or taken for granted?
A Grade 3 or 4 dental disease patient should generally not wait indefinitely for this.
What is a dental procedure?
Pinning. Stalking. Freezing. If these behaviors are observed for longer than 3 seconds they are considered this.
What is Inappropriate Play? Also includes Excessive Barking and Persistent Mounting.