10 easy steps to fear-free vet visits
Decreasing stress will increase customer and staff satisfaction, improve compliance, better pet healthcare and increase profitability.
Visits to the vet can be stressful for both the pet and carer. Stress can occur during the transportation of the pet, in the waiting room, during the examination, or when implementing homecare. Reducing the stress with these simple steps will help improve client satisfaction, increase compliance and encourage better pet healthcare.
- Advise all pet owners to train their pets to enjoy being in a carrier or on a leash
- Suggest products such as Adaptil for dogs or Feliway for cats on the day of the appointment
- Ask carers to bring in the pet's favourite treats to use at the hospital - treat frequently to build a positive association
- Have the carer complete any forms or health questionnaires online prior to the visit such as change of address, behavioural questionaires or allergy questionnaires
- Designate species-specific examination rooms
- When interacting with new pets, lower your voice, use slow movements and allow the pet to examine any equipment before using them
- Always use a nonslip surface on the exam table or remain on the floor
- Where relevant confirm the next appointment or follow up call before leaving
- Advise the client that you will summarise the visit with a personalised treatment plan to be shared directly to their mobile device so they don't have to worry about remembering everything
- Phone your customers within 24 hours of the visit to follow up and answer any questions