Statistics
A report published by the BVA at the start of October 2018 found that 85% of vets have reported that either they or a member of their team has been left feeling intimidated by a client’s actions or language. (https://veterinary-practice.com/article/disarming-an-angry-client)
75% of pet owners access pet health information on the internet before they call to make veterinary appointments. (Illinois State Veterinary Medical Association)
67% of clients use the internet to treat, diagnose, or find out more about pet’s health. (Illinois State Veterinary Medical Association)
What constitutes abuse?
A threat of physical violence.
Harassment using vulgar or inappropriate language.
Threats of retaliation if demands are not met.
Continued insistence that unrealistic demands be met even when the client is aware that these requests are unreasonable.
What does this do to you and your team?
Distress for you and your team
Undue influence on the practice
Bad reviews, word of mouth
Unpleasant experience for other clients
Scenarios
Walk the tightrope
“The client who blames the team or his or her own mistakes.”
This is the client who storms in the clinic upset they ran out of antibiotics long before the 2 weeks. Blames the receptionist.
Assure the client, “it’s an easy mistake” and offer a free refill (if your clinic allows).
Be sure to properly explain the dosing with the client in the room.
Mark syringes with sharpie or sticker labels to show dosage of liquid medication.
When you’re done, ask the client “what questions do you have?” This is an open-ended question to allow them to respond with questions or concerns.
Remind the client that they can always call when they get home with any questions. Sometimes they come up later and instead of calling they just figure it out on their own. This leads to over or under dosing patients and lack of confidence in the clinic.
Studies have shown in the past that people only retain 10% of a conversation. Especially if this is following a procedure. Stress and anxiety shut clients down and they won’t hear what we say.
Be sure to explain possible side effects of medications and if they need to be given with or without food.
Always make note in the patient’s medical record of client communication. This will avoid confusion down the road should someone else get involved in the case.
If there’s a client you simply can’t calm down, ask the doctor to help fuse the situation. Sometimes clients don’t see their mistakes first hand.
Out Guess the Fortune Teller
“The overprotective client who interferes with procedures.”
The clients who don't want you choking their dog with our leash, even though that dog is pulling your shoulder out of socket.
Explain to the owner that the dog is pulling you.
Explain the reason we use slip leads.
Explain that is a dog gets loose, that puts the staff and other pets in danger.
Explain that maybe a gentle leader may be more beneficial for fluffy’s pulling behavior.
Redirect the anger to educating the client on what they can do to help their pet feel more comfortable. This will hopefully reduce the anxiety in the patient, client, and us!
Show Your Strength
“The overbooked client who feels inconvenienced.”
The client who requests a heartworm preventative refill, but there are no refills.
You explain that a heart-worm test is required prior to dispensing new refills. Mr. Know-It-All snaps “Well, I had a test last year. I don’t understand why I need another one. All you care about is taking my money!”
If you’re a receptionist who doesn’t have technician experience it might be best to pass this to doctor or technician.
If you are a technician, we then explain this is recommended by the American Heartworm Society to be tested every year. Even in the winter. The preventative is needed monthly for the health and wellbeing of their pet.
Sometimes once the client realizes this is for the health of their pet they will be more receptive.
Jumping Through Hoops
“The client who thinks the veterinary clinic is a charity.”
This is the client who brings their dyspneic/acapnic 14-year-old Pomeranian. After the patient is brought to the back an estimate for life saving procedures is given to the client. They then freak out saying we won’t save their pet unless we receive money.
This is where we need to explain where the funds are going. Just asking for a $500 deposit sounds like we’re collecting money to save for a trip to Hawaii.
We need to explain that this includes, IVC, fluids, oxygen, possible intubation, CPR if needed, medications since this sounds like a heart failure patient (a Pomeranian, come on), ultrasound, radiographs, lab work, etc.
Then offer payment options (NOT PLANS) – Care Credit, Scratch Pay, any local charities that may be able to help, family or friends, Go Fund Me account, facebook, etc.
Help the client understand we want to help their pet, but at the same time we are a business. Give them options to be able to find funds.
Doing so will show that we truly care about them and their pet. That we also understand that finances aren’t always 100% at that time and sometimes we need help.
Soothe the Savage Beast
“The client who questions the medical team’s integrity.”
This is the client who brings in a vomiting dog. History of chewing up toys and things around the house. With labs and radiographs the doctor suspects a foreign body. The client approves surgery but says “you better find something in there if I’m paying all this money.”
This type of behavior by a client is unacceptable.
This might be a conversation best left for the doctor or technician. The client needs to be made aware that nothing in medicine is concrete. Not all diagnostics or surgeries result in an answer. We hope that they do, but sometimes that isn’t the case. We wouldn’t go to our doctor and say something like that. Why is it ok for it to be said to us?
Explaining examples that relate to the client a lot of times helps them understand medicine is black and white sometimes. That we don’t always get the answers we hope for.
Sometimes these things don’t happen during the best times of the client’s life. This can also cause them to be mean when they don’t really mean to. Stating that you understand how frustrating this may be and offer payment solutions if the bill is a concern.
It’s practice, not a circus
You won’t calm or please every client. That’s far too easy. It is important to invite the client into an exam room to speak privately so that the entire lobby doesn’t see a scene. It’s important to use a calming/understanding tone and not get defensive. Try not to take everything personal – there’s things going on in everybody’s lives right now that are making things extra stressful. Be understanding, compassionate, and caring.
There will be those select few that you just can’t reel in. Disrespect cannot be tolerated. Sometimes clients have to be fired. It’s an unfortunate reality. However, it’s unacceptable to allow people to treat staff that way.
The receptionist plays one of the most important roles in the clinic. They are the first and the last face they see. They are also the person who receives the brunt of all frustration. Their pet is sick, they have a huge estimate to pay, and often times they have to wait for diagnostics or leave their pet. The tension is high on both sides! It takes a mutual respect to foster positive relationships between client and receptionist. It takes a special kind of understanding to get yelled at on the phone all day, to get yelled at in person all day, and to be blamed for the entire clinic’s problems (being blamed for wanting money and being unable to see them right then and there). It takes a strong person to do this job. So, please thank your veterinary receptionist for all they do.
Resources:
**All scenarios were taking from the DVM360 article above. Some of the wording was changed to fit my own examples and solutions.**
Shena Humbert
Not Another Vet Nurse