“I feel foolish saying this, but I realize now that I’m not in the right place. Every time I go to the vet’s office, it’s very clear they only have a set number of minutes to spend with me and my dog before moving on to the next patient, and they don’t have the time to sit, talk, and discuss options.” – Lauren
The standard structure of a typical veterinary visit can leave pet owners feeling unfulfilled. A doctor's appointment slot pretty much reflects the amount of time needed for them to interview their client, examine the pet patient, and perform whatever outpatient procedure is indicated. That time slot isn't generally "padded" to allow for extra time to answer a lot of questions or listen to and address pet owner concerns. It's not surprising, then, that a client might be left feeling unheard, uncared for, unsupported, and short-changed of time and consideration by the doctor. These feelings can lead an owner to abandon that practice and seek care from a new doctor. This is especially true for patients requiring long-term care for a chronic medical condition or illness.
Lauren shared her experiences and frustrations during a past webinar in which we discussed the emotional impacts of a pet’s behavior problem (aggression) on their caregiver. She had tried to express concerns about her dog’s growing aggression towards humans, but never really felt heard by her veterinarian.
In the case of animal behavior, the degree of interest in the subject, depth of knowledge, and skill in treating patients can vary widely between veterinarians. The same is true for any area of practice or specialty. Veterinarians who are overconfident in their level of knowledge or ability to treat these cases stand to unintentionally harm patients, damage relationships with clients, or even push them to seek care elsewhere.
We all have highly motivated clients; many owners engage in their pet’s care and try to learn as much as they can about their pet’s problems. They would do anything (or as much as possible) to help their pet. These are our best clients. However, they can quickly become frustrated when their efforts aren’t recognized or when advice provided by their veterinarian doesn’t align with established recommendations. As an example, during that webinar on behavior problems, we heard another story about a pet owner who had done some research into her pet’s problem. She had come across resources provided by the American College of Veterinary Behaviorists and the American Veterinary Society of Animal Behavior, and asked her veterinarian about how the information could be used in the care of her pet. The veterinarian’s advice conveyed a clear gap in knowledge – his seemingly “canned response” was dismissive and contrary to the established recommendations from those professional, specialty groups. He lost that client - she dumped him and sought care for her pet elsewhere.
Now, we can’t expect that any one veterinarian is going to know everything. What’s important is realizing when a situation is beyond one’s capability to fully and properly address. Guiding our clients to seek additional support or providing referrals is crucial for supporting both pet welfare and the human-animal bond. In making recommendations - about the care of a patient or when helping a client select a knowledgeable, science-based trainer (for behavior-related issues) - veterinarians significantly affect outcomes. Veterinary behaviorists become essential when pets are at risk of harming themselves or others - whether due to biting, escape attempts, phobias, or other dangerous behaviors. Primary care veterinarians can implement basic triage and behavioral coaching; they can prescribe supplements, anti-anxiety pheromones, or medications if appropriate. If these measures fail and an animal faces risks such as rehoming, euthanasia, or psychological trauma, referral to a veterinary behaviorist is critical.
Whether it’s a difficult pet with a behavior problem or any other medical condition, veteirnarians need to understand the potential fallout from a client who feels unheard, uncared for, or dismissed. First, we have a patient that continues to endure or suffer with their problem. Second, we potentially lose a client. Third, maybe we lose other clients or possible clients because they hear of that negative experience from their friend. This has financial consequences. A client who follows care recommendations can generate significant revenue for a practice over the lifetime of their pet(s). Veterinarians who are motivated to sustain and grow their practice must support their clients, retain patients, and incentive staff members to improve their skills and knowledge.
Ideally, the care of a pet with complex, medical needs involves input from knowledgeable and skilled professionals - their primary care veterinarian and, possibly, a veterinary specialist. In the case of behavior problems, a skilled trainer and a veterinary behaviorist often collaborate to support both the pet and its owner. Trainers and behaviorists have a deep understanding of the impact of pet behavior problems on the human-animal bond; they should be adept at recognizing when a case exceeds their scope and requires the help from a therapist (for the owner).
Primary care veterinarians, who manage multiple species and a wide range of medical conditions, cannot address complex medical and behavioral issues alone. Specialists handle these intricate cases, allowing primary care veterinarians to focus on preventative care and chronic disease management in pets as they age. Through collaboration, education, and a shared commitment to the human-animal bond, primary care veterinarians, veterinary specialists, and allied pet care providers can ensure that pets receive the best of care while owners feel supported, empowered, and understood.
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