This is the second part of an ongoing series describing how people are developing new expectations when it comes to veterinary care for their pets. Part one can be found at www.speakingforspot.com/blog.
Care to tag along next time your pet is whisked to “the back” of the veterinary clinic for an injection, a diagnostic test, or a nail trim? Perhaps you are curious about what actually goes on “back” there. Maybe you believe that your best buddy will feel more secure if you are present. Whatever the reason, know that if you desire to go where your pet goes and see what your pet sees, this is a perfectly reasonable expectation in most circumstances. Your request might be denied if:
-Your pet is better behaved without you there (all vets have experienced aggressive patients in the exam room who become gentle as lambs when separated from their humans).
-There is something going on that is private (for example, a grieving client) or too graphic for you to see (trust your vet on this one).
-Your dog or cat will be in an area of the hospital that is off limits to humans. For example, in my hospital, in order to avoid radiation exposure, no one other than the patient is allowed in the room where X-rays are taken. Gentle sand bags are used for restraint along with mild sedation if needed.
- The staff is aware that you have a lot to say and no one will be able to get anything done because they will be too busy responding to your questions.
Admittedly, some vets simply don’t like having clients tag along. If your doc falls into this camp, some patient persuading on your part may be necessary. Provide reassurances that you will be on your best behavior and remind him or her that large animal vets do practically all of their work in front of their clients. I happen to love when my clients wish to accompany me into the bowels of the hospital. In fact, I find myself inviting them to follow more often than they think to ask. I prefer they get a first hand look at what I am doing and seeing, rather than simply listening to my after-the-fact verbal description. Admittedly, I’m proud of my facility and feel great when clients see our bustling staff, content patients in clean, comfy cages, and state of the art diagnostic and patient monitoring equipment.
Before my clients step foot beyond the exam room, I gently coach them on the art of being unobtrusive- avoiding instructing nurses on how to restrain their pet and asking a bazillion questions while I am performing a procedure. I always reserve the right to send clients back to the exam room if I perceive that their anxiety level is becoming contagious, and I describe in advance what they will be seeing. This deters some, which is a good thing- nothing like a fainting or vomiting client to get the day off to an exciting start!
Have you ever accompanied your dog or cat to “the back” of the hospital? Was it a good experience for you? How about for your pet?
Now, here’s wishing you and your four-legged family members abundant good health!
Nancy Kay, DVM
Diplomate, American College of Veterinary Internal Medicine
Recipient, American Animal Hospital Association 2009 Animal Welfare and Humane Ethics Award
Recipient, 2009 Dog Writers Association of America Award for Best Blog
Recipient, 2009 Eukanuba Canine Health Award
Author of Speaking for Spot: Be the Advocate Your Dog Needs to Live a Happy, Healthy, Longer Life
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Please visit http://www.speakingforspot.com to read excerpts from Speaking for Spot. There you will also find “Advocacy Aids”- helpful health forms you can download and use for your own dog, and a collection of published articles on advocating for your pet’s health. Speaking for Spot is available at Amazon.com, local bookstores, or your favorite online book seller.
Tags: back office, Client expectations, communication styles, Dr. Google, Dr. Wonderful, empowered client, internet research, paternalistic care, reasonable expectation, relationship centered care, Speaking for Spot, Veterinary Care, veterinary clinic