WE are well aware of the dangers of buying drugs over the internet. We are also sufficiently well educated to know that there are a number of potential causes of any condition from which an animal can suffer. And although an accurate diagnosis is essential before any sort of medication is used, this is not always easy to make.
Unfortunately, in these cashstrapped times the danger inevitably arises that even the most dedicated companion animal owner may succumb to the lure of inexpensive medication ordered online.
Without the benefit of any veterinary input at all, this is an obvious welfare issue. One that has not escaped our collective attention; neither of course have the financial implications for our profession.
What may not, however, be so immediately obvious is the accompanying risk that a significant number of diligent and caring people, with no desire to skimp economically when it comes to their pets, may also be driven by our own collective inaction into the arms of the online drug retailers.
If money is not the issue, what is?
Put quite simply, too many pets are frightened of the veterinary practice. Frankly, who can blame them?
For far too long, distressingly little effort has been made to understand just how stressful the clinical environment can be, how mixing predator and prey species on the same premises is potentially scary and how intimidating much of what we do when handling animals is.
We’re nice people, we don’t mean it to be that way and undoubtedly there are times when a particular job simply has to get done. What is evident, though, is that when it comes to treating our patients holistically, some practices and members of our profession do better than others.
Naturally, those working in cat or exotic only clinics have a significant advantage where caring for the emotional as well as the physical welfare of patients is concerned. So does anyone fortunate enough to find employment in a modern establishment, purpose-built to include stress-reducing facilities and management measures for patients and staff alike.
Many of us, however, still work in adapted premises where space is at a premium and options are pretty limited. Inevitably, this makes things more challenging but there is still no excuse for insensitivity and lack of effort.
Individual knowledge and attitude really count
As well as arming ourselves with an up to date understanding of the natural behaviour of the species with which we deal, it’s the way we interact with both pets and people that is important. Each animal is an individual and needs to be treated as such.
Of course, during a busy working day, it is not always easy to devote endless patience to each owner-pet combo. It is, however, invariably in the long-term interests of all parties to remain flexible enough to assign extra time and effort to those that need especially careful handling, whether this is physical, emotional or both.
After all, even the most timid and least naturally reactive individual can become increasingly self-defensive as time goes by and negative associations build up.
Subsequently dealing with animals that have in effect “been taught to be aggressive”, because their previous veterinary experiences were so awful, is not only distressing all round, it puts our safety and that of owners at risk.
The whole situation can also undermine our reputations when people later recount their upsetting and disappointing experiences to other clients or potential clients. And it is not uncommon for them to vote with their feet by changing surgeries. Thus, an economic unit is lost and a source of bad publicity for both professionals and organisations created.
“Active listening” and flexibility are essential
Naturally some owners are simply unfair. They may, for instance, have unrealistic expectations that could never be fulfilled and view even necessary, minor restraint by veterinary staff as unjustified.
Who in general practice hasn’t at some point been told “He won’t hurt you” when faced with clear evidence that at any minute the likelihood of being bitten is pretty high? But most owners are not absurd, nor are they stupid, and most know and understand their animals well.
So, for example, if someone suggests that their pet is especially sensitive to handling by unfamiliar people or has had frequent and/or difficult previous veterinary experiences, and may therefore be more cooperative if approached in a particular manner, it behoves us to listen.
And although this is very much an area where the attitudes and skills of individual members of staff are vital, it is also one where management support is crucial. Systems are undoubtedly important. They keep our clinics running effectively but nothing should be so “set in stone” that it works against the welfare interests of patients in general and “specially needy” pets in particular.
Make provision for the owner to be present…
So, for instance, under specific circumstances making provision for an owner to be present in the kennel or preparation room when their pet is dealt with should always be possible.
With due attention paid to human safety and any potential liability risks, having a familiar human present when it goes under and comes round from an anaesthetic can make a significant difference to the stress experienced by a super-sensitive pet. Our job is easier, the properly briefed owner is reassured and the goodwill generated is often immeasurable.
Our duty to care for patients emotionally and physically
It is our duty to care for patients emotionally and physically. Nowhere is this more important than when they are actually in contact with us.
And, because it has never been so easy for owners to elude our grasp if they wish to, yet still obtain medication for their animals, we now have more reason than ever to put considerable thought and energy into making the veterinary experience as stress-free for our patients as we possibly can.
