I LOVED this article. So many good reminders for us about how to make YOUR visit as smooth and valuable as possible. Take a look (here, from TheBark.com) and then keep reading- I'm going to explain how we try to help with some of the "Commandments."
This is rarely, if ever, a concern for us. Our clients virtually always take an active role in their pets' care and are attentive and focused when speaking with doctors or nurses. We do try to avoid potential sources of distraction by going over discharge information and medication instructions before we bring you your pet, though.
Again, our clients are generally very, very good about this, but we also try to take that burden off by making notes in patients' charts about their temperament. Typically, if you've been to see us before, the nurse or doctor who checks you in will know a bit about your pet and be prepared for her personality, but of course a reminder never hurts.
This is a fun one, because it allows me to explain one of the little eccentricities of our vet visits that I think people wonder about- "The nurse just asked me these questions- why is the doctor asking some of them again?" Aha! We've found that pet owners will sometimes respond differently to nurses and doctors (perhaps this speaks to the intimidation factor from Commandment I) AND that giving people time to think after an initial question/answer session will often prompt new or additional information when the question is posed again, perhaps in a slightly different way. It's not just us being silly, I promise!
Totally. We're not going to be mad, we ARE going to be discreet, and the more we know (no matter how embarrassed you are) the faster we can help you. This actually speaks to Commandment IV, as well, because sometimes pet parents feel more comfortable sharing sensitive information with the nurse than with the doctor.
Yes! We try really hard to ask open-ended questions of our clients ("What questions do you have for me?" rather than "Do you have any questions for me?"), but we can always do better. One of the really wonderful aspects of our walk-in model is that we don't have another appointment to rush off for- we can spend as much time with you as you need, and you don't have to feel guilty about it.
This is a tough one for everybody. It's actually a huge relief for us to have someone say "Hey, look, I only have X dollars" or "I really don't think I'll be able to give her any pills," because it narrows our focus and allows us to zero in on the stuff we can do that meets your constraints, rather than considering a huge galaxy of possible options.
See Commandment VI. But also! Don't ever, ever feel weird about coming in with a written list of questions. The veterinarians and nurses have worked a long, long time to accumulate this knowledge (the veterinarians especially) and we love an opportunity to share it. We also try to call back on all of our medical cases the next day and offer our clients the opportunity to pose questions they might not have been able to articulate during the visit. If you'd like to make sure this happens, you can ask the nurse or doctor you see to put in a call back for you on whatever day you'd like.
Hold us accountable for this! Here's how we try to obey Commandment X:
- There's always a plan written in the patient's medical record after a visit, so if all else fails, we can fall back on that.
- We work hard to send all of our post-surgical, post-procedure, and newly-diagnosed patients home with clear discharge instructions, either written or emailed. If you feel strongly that you'd like something in writing at the end of any visit, just ask!
- As in Commandment VIII, we try to call ALL of our surgical cases back the next day to check in and answer questions.
We definitely have room for improvement, which was probably my biggest takeaway from the article, but hopefully you appreciate seeing a little of the how and why behind the scenes.