Understanding and assessing your patients’ body language is an essential part of Fear Free. It also plays an important role in client education for a client to understand and buy into Fear Free and your recommendations. Print out the two pages of body language slides, laminate them, and place them into each exam room. You could also place them into your waiting area, and into your staff common areas to serve as an educational tool.
The bulk of communication between humans is through body language and the same goes for animals. It’s important for both your team and your customers to understand the often subtle signs of fear, anxiety, and stress that their pet is expressing. Use these FAS Spectrum sheets to visually explain the different signs of FAS and the corresponding levels of arousal. Handouts available for dogs, cats, horses, birds, and rats.
The Fear Free Veterinary Certification Program teaches veterinary healthcare professionals how to eliminate fear, anxiety, and stress for happier patients, more compliant clients, and safer veterinary healthcare teams.
I lost a client today because of Fear Free. I knew it would probably happen, but I was not ready for the scathing email. She accused us of “requiring drugging” and asserted that she would not drug her dog “for any reason”. She thought it was ridiculous that we “hurried her to an exam room” because her dog was frantically barking and explained that her dog always barks like that because she is “just a barker”. She was a fairly new client as this was her second visit with us and the first was prior to Fear Free implementation. Her chart was riddled with warnings about muzzles, biting, struggling and nail trim horrors.
My mother used to say that if someone criticizes me I would be wise to first consider if what they say is true, so I did. I asked myself if my staff and I took the time to explain the Fear Free principles to her. We did. I sat on the floor with a dog that no one could touch last year and did a full exam (with the help of some peanut butter and considerate approach) and completed vaccines with the dog comfortable and happy. She did not bark in my exam room and I was elated. She did not even flinch when I vaccinated her. She was so relaxed that we took her photo.
I pointed out the change for her owner and all was well until the nail trim was mentioned. We explained that we would like to finish the visit on a positive and comfortable note, but if she wanted the dog’s nails trimmed, we would send her with a PVP and book it the next day. Everything seemed fine. The lady and dog left and we were all pleased with the process…or so we thought.
I guess when she got home, she decided that we were being unreasonable. I lost the client and she may bash me all over the Internet, but what I did was right. It was following the Golden Rule by that dog. I know in my heart that it would have been cruel to force that dog to have her nails forcibly clipped. I also know that she won’t have to go far down the street to find a vet who will.
In the end, I have to feel good about MY choices. I took an oath to use my skills in the prevention of animal suffering. Putting that dog in a situation where she feels that she must defend her life is wrong and there is no other way to name it. If this owner had let me help her dog, I could have given her the gift of a lifetime free from fear over nail trims and vet visits. Then one day when her life is ending and she must see me for the last time, she would feel safe and loved, not afraid. What an amazing gift I could give!
Not for this dog. Sadly, she has already found a vet who will “never drug her for any reason” and life goes on. But I won’t give up. In my mind I renew my oath with each new puppy. This lady will not stop my surge to be completely Fear Free and I won’t let her daunt my staff either. We ARE Fear Free and if this owner wants Fearful, she has made the right choice for her.
As a compliment to the information covered in Modules 7a and 7b, use these downloadable, printable and easy-to-read drug charts to help utilize these pharmaceuticals and nutraceuticals in your practice.
Clients can often be hesitant to start using pre-visit pharmaceuticals to aid their pets in their Fear Free visits. Utilize this handout to help answer questions and alleviate fears of using chemical aids.
