Don't Make It Worse

Arlo Guthrie — Thu, 08 Jan 2009 11:24:38 GMT

Current Revision posted to The Practice Survival Guide by Arlo Guthrie on 1/8/2009 11:24:38 AM

There is no preventing the dreadful loss and grief that a client will suffer if their cherished pet has to be put to sleep. But the following will at least help to ensure that you do not add to their pain.

Maintain a professional, compassionate and sympathetic attitude at all times and make sure that other staff do the same. Bereaved clients will not appreciate people larking about behind the reception desk.
Be flexible with regard to payment. This is the one occasion when it simply isn't fair to expect a client to settle their account immediately. However, do bear in mind that some people may prefer to settle in advance or at the time, since receiving an invoice or having to return to the surgery may be distressing.
Make sure that any items left with the pet are clearly labelled and put in a safe place. The client may want these returned at a later date.
Try to book euthanasia at a quiet time of day so that clients do not have to wait to be seen by the veterinary surgeon. If necessary, allow them to jump the queue.
Many clients would prefer not to have their distress evident for the rest of the waiting room. If you can, offer an alternative route out of the surgery.