This was my question for attendees to answer and post at my booth at the ISVMA conference in November.

There were two answers posted by attendees –

1. Animals nervous or aggressive who are not prepared for an exam because the owner has skipped the pre-med or brought the pet in for “happy visits”. This was the comment for 80% of the responses

2. Litterbox problems – all.

I was not too surprised – both of these problems are frustrating. I have thought a lot about addressing these problems and decreasing frustration.

Skipping pre-exam meds – There have been plenty of articles, webinars, blogs, and videos about using Trazadone, Gabapentin, and other medications. Low-stress handling is available but not all staff are skilled in this. Not knowing how to quickly adapt the exam experience adds to the frustration. Of course, some animals need medication and Low-Stress Handling. When the client skips the medication you know you will not be able to provide complete care. If you try to examine, you may make this pet’s behavior worse. Rescheduling may not be easy with a full appointment book, not to mention the wasted time in the office, and lost revenue opportunity.

To avoid this, I suggest we dig into why clients skip meds. To find out I suggest you ask the client – and listen to the answers. From my experience, I find the client did not want the pet to be so sleepy when they got home, or the pet seemed to not be themselves for a few hours. So the client did not understand that the meds will have their full effect away from the office, and sedation is common at home. There is also a lack of understanding of the need for the meds for safe low-stress handling. The pet cannot just be ok now that they had one experience medicated.

Here is my YouTube presentation of why clients are drug-resistant, and what to do when they skip medications https://youtu.be/sYHbo_hcNdU?si=SOZBYbFikFAAfpaA

Tell clients what to expect when you prescribe. Tell them that the pet will be sedated at home, and this is normal. Tell them at the clinic they are still stimulated and the meds lower that level to prevent severe fear and aggression. The dose is needed to control the fear and stimulus at the office. Tell the client without the meds, exams may not be possible.

Supplements can reduce anxiety and aggression. If the client is resistant to meds, use supplements as directed or higher doses. This is better than no medication and you can blend supplements with medications appropriately.

If the client has not come in for “happy visits” ask the client why. Just listen. If the client was not clear when to come in or what to do – tell them. Assign tasks for the happy visit like treat him as you walk through the door, get on the scale or walk into an exam room and out again. Tell the client the times of day “happy visits ” are allowed. Be clear if you charge for this or not. Also, reinforce the client’s behavior just as you would the pet’s. Thank and compliment the client for coming in for a happy visit!

2. Litter box troubles – inappropriate elimination can be complex, damaging, and irregular. There are various medical triggers, behavior triggers or both may be present. It requires a complete look at the home, history and often clients have waited a while before telling you about the problem. There is not simple fix.

What I found was breaking down the approach to a few simple steps would often reduce the problem, and help me maintain my sanity.

There are 5 rules for all cat owners to follow which will get their cat into a litter box. The cause of the inappropriate elimination may still be present, but if the cat starts using a box, the client will often be willing to do medical tests or home enrichment to prevent the problem.

I created my client and vet staff course 5 simple rules for keeping your cat in the box to know not only why cats miss the box but the specific steps to use for all cats. The 5 steps are to get a full medical exam to screen for arthritis, urinary, bowel, or other organic problems;

create the walk-in litter box; use the right litter – scoop daily – Have the litter box be in an easy place for the cat to get to, and maintain cleanliness.

Recommend this course to your clients – it will save the staff a lot of time, and provide demonstration videos and handouts to help your client be compliant.

If a client does not follow your plans, that can be frustrating. All I suggest is to not focus on that. As long as you gave written as well as verbal instructions, kept it simple and direct, and told the client what to expect, that is all you can do. If they do not follow your directions, they are getting what you told them to expect. and that was their choice.

I had a great time speaking at the ISVMA and PVMA in November. I am looking forward to more speaking events at the WVC conference in Las Vegas this March.

Until then, thanks for your support, and keep it all Low-Stress!