The Petshop’s Amr Hazem on building a preventative vet model
The CEO on launching Aura Veterinary Centre, embedding Fear Free care, and scaling in the Gulf’s largest pet market.
04 August, 2026
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The UAE is the largest pet care market in the Gulf, home to 1.5 million pet owners and more than two million pets, yet veterinary care across the region still tends to be reactive, with families seeking help only once something is visibly wrong. Amr Hazem Youssef, CEO of The Petshop, wants to reset that expectation.
With the launch of Aura Veterinary Centre in Dubai Investment Park, he is introducing a calmer, more preventative model built on the promise of “Where Science Meets Wellness”. Aura pairs a Fear Free-certified team with comprehensive wellness checks, minimally invasive surgery, and a purpose-built clinic environment designed to reduce animal stress and, with it, produce more reliable diagnostics.
The centre also completes an ecosystem that The Petshop has assembled across nutrition, grooming, boarding, aquatics, retail, and digital convenience, bringing everyday and medical needs into a single network.
Here, Hazem discusses the gaps he identified in the market, what it takes to embed Fear Free principles, how technology supports lifelong health management, and how he plans to scale without diluting standards.
The UAE pet care market is expanding quickly, but much of the veterinary landscape remains reactive. What specific gaps did you identify that led you to build Aura around a preventative, Fear Free model?
Though the UAE pet care market has developed significantly in recent years, veterinary care is still often approached reactively: pet families tend to seek medical support only once symptoms become visible, rather than through structured, preventative pathways that help identify risks earlier and support lifelong health.
Through our view of the market, we identified a broader gap in how long-term pet health is structured and supported. While individual services exist, they are often fragmented, leaving pet families without a clear, cohesive approach to prevention, early detection, and ongoing well-being. Many are deeply committed to their pets but lack a guided pathway that meaningfully integrates clinical care, lifestyle management, and proactive health planning.
Aura was created to help shift that model from treating illness to managing lifelong health. A big part of that is the Fear Free approach, because fear and stress don’t just affect how pets feel but can also impact outcomes and trust. Our staff are Fear Free certified, meaning they’re trained to recognise and reduce fear, anxiety, and stress at every stage of the visit. For us, this is a quality standard and an operational philosophy.
You’re positioning Aura as both a clinical centre and part of a wider ecosystem under The Petshop. How important is ecosystem thinking in capturing long-term value in the UAE’s pet care sector?
Ecosystem thinking matters because pet families don’t see care in separate boxes. For them, everything is connected: what their pets eat, how they’re groomed, how active they are, and how they feel day-to-day all play a role in their overall health.
That’s why the future of pet care will depend on greater continuity, bringing everything together in a way that feels simple and supportive. Pet families want convenience, but more importantly, they want clear, trusted guidance they can rely on at every stage of their pet’s life, from early care through to their senior years.
For a veterinary centre, real value comes from building lasting relationships, not just one-off visits. Aura is designed to support that by making clinical care part of a broader, ongoing wellness journey focused on prevention, education, and helping pets stay healthy for longer.

Fear Free principles are still relatively new in this region. What operational or cultural changes were required to train staff and redesign the clinical experience around calmer, stress-free care?
Fear Free care is about making sure your pet feels safe from the moment they walk through the door. It means designing the entire journey differently, from the first interaction with the team to how pets are welcomed, handled, examined, and supported during treatment.
Whether it’s the person welcoming you at reception or the vet carrying out an examination, the entire team is trained to notice when a pet is feeling nervous and to slow things down when needed. Sometimes that means giving them a few extra minutes to settle, using treats or toys to build trust, or adjusting how we handle them so they feel more comfortable.
Culturally, the shift is from simply getting the procedure done to getting it done well, safely, and sustainably. Fear Free is a quality standard: when pets feel calmer, they’re easier to examine, they respond better to treatment, and future visits become much less stressful for everyone. Just as importantly, it helps pet families feel more confident bringing their pets in regularly, which is key to keeping them healthy over time.
Preventative veterinary medicine depends heavily on data and early diagnostics. How are you integrating technology and clinical workflows to move from episodic treatment to continuous health monitoring?
The goal is to move from isolated appointments to ongoing health management. In practice, that means paying attention to small changes over time; factors such as weight, dental health, mobility, skin and coat condition, digestion, and behaviour can all tell us a lot about a pet’s overall well-being, especially as they grow older. When we track these consistently, we can often spot issues early, before they become more serious.
Technology helps us stay organised and consistent in that process. It allows us to keep clear records, set reminders for check-ups, and build diagnostic workflows to help create a clearer health journey for each pet, so families can know what to expect and what to watch for between visits. But at the end of the day, technology is just a tool. What really matters is how we use that information to guide care. Our role as veterinarians is to interpret what we’re seeing, to offer personalised, proactive care that is easier for pet families to understand and more effective for pets.

You’ve spoken about expanding Aura within the UAE. What does scaling a high-touch, clinical-first veterinary model look like without compromising the quality of care or the Fear Free philosophy?
Scaling Aura is about scaling standards, not just opening more locations. Clinical quality, pet family experience, and Fear Free principles must remain non-negotiable. That means never compromising on the way we treat pets and their families.
When we think about growth, we think first of people. A high-touch veterinary model depends on culture and process as much as on facilities: assigning the right veterinarians, nurses, and support teams who genuinely care and understand how to handle pets gently and respectfully.
Growth must also be supported by strong leadership and measurable quality standards. Each centre is designed to deliver the same philosophy of care, with preventative pathways and Fear Free principles embedded into daily operations rather than added afterwards.
Effectively, we’ll only expand at a pace where we can maintain that standard, because growth only matters if we’re still delivering the kind of care we would want for our own pets. Our goal is to build a network that pet families across the UAE can trust, where every visit feels compassionate and focused on keeping their pets healthy for the long term.




















