Connecting with Grieving Clients

This is Part 8 of our Support Protocols for 14 Common Situations series. The cases described in this series are drawn from everyday scenarios found in general veterinary practice or emergency and specialty practices. Below you’ll find an example of a type of case you’re likely to encounter in practice. This blog’s subject is a case involving client guilt. Situation: Client Guilt Mark McEachern is sitting in an exam room waiting for news about his beagle, Snoopy, who was hit by a car. You knock gently, enter, and explain to him that Snoopy has died. He stares at the wall… Continue Reading

This is Part 7 of our Support Protocols for 14 Common Situations series. The cases described in this series are drawn from everyday scenarios found in general veterinary practice or emergency and specialty practices. Below you’ll find an example of a type of case you’re likely to encounter in practice. This blog’s subject is a case involving handling body care options. Situation: Handling Body Care Options Berkley, a nine-year old yellow lab, underwent exploratory surgery. During the procedure, Berkley was found to have cancer all through his abdomen. The veterinarian contacted Berkley’s owners, Jim and Marge, and together they decided… Continue Reading

This is Part 6 of our Support Protocols for 14 Common Situations series. The cases described in this series are drawn from everyday scenarios found in general veterinary practice or emergency and specialty practices. Below you’ll find an example of a type of case you’re likely to encounter in practice. This blog’s subject is a case involving a client’s emotional response to pet loss. Situation: Emotional Response to Pet Loss One of your clients, Mary, sits in your exam room crying softly as you talk to her. You’ve just given her the news that her Basset hound, Freddie, has cancer…. Continue Reading

Offering condolences and creating keepsakes are standard practices in most veterinary clinics today. Reaching out to clients after their pet dies is not only a sign of compassion, it is also a wise business practice. For one reason or another, a significant number of clients do not return to a veterinary practice after their pet dies. However, a friendly, concerned contact after the death of a pet can break through this avoidance and denial aspect of grief. It may help to reassure clients that you understand their loss and will welcome them back at any time. The vast majority of… Continue Reading

This is Part 5 of our Support Protocols for 14 Common Situations series. The cases described in this series are drawn from everyday scenarios found in general veterinary practice or emergency and specialty practices. Below you’ll find an example of a type of case you’re likely to encounter in practice. This blog’s subject is a case involving a client viewing a pet’s body after death has occurred. Situation: Viewing A Pet’s Body Your client Helen’s long-haired dachshund, Pixie, just died in emergency surgery. You’ve given Helen the news. By now, she’s calmed down a little from the initial shock and… Continue Reading