Effective client education is paramount in veterinary care, fostering a strong bond between pet...
Dealing with challenging clients in the veterinary practice - An interview with a qualified psychologist, Fiona Koenig
There is no doubt that COVID-19 has increased the number of challenging clients seen in veterinary practice today. Veterinary team members are often confronted with angry or difficult clients, adding to further stress and anxiety in the workplace. Long waiting times, miscommunication, costs of care, end-of-life conversations, and new-COVID safety standards, are all triggers for this abuse.
The Interview
CAN YOU DESCRIBE SOME OF THE PSYCHOLOGICAL IMPACTS OF COVID-19?
This pandemic has left us all feeling a bit lost, we still don't really know what is coming next. This can really foster a feeling of isolation, anxiety and even fear. These kinds of emotions really impact us psychologically especially because the ways we used to “blow off steam” were gone like seeing friends or going out to a restaurant.
WHAT MAKES CLIENTS SO CHALLENGING FOR HEALTHCARE WORKERS TO MANAGE?
My time working as a receptionist in a vet clinic taught me that the clients who come into the vet clinic are irritable at the best of times. Their beloved pets are usually sick or at least anxious to be in this new environment, not to mention the various stressors that they have dealt with that day before entering the clinic or picking up the phone. The isolation that we have been feeling has also allowed us to lean on our furry friends more now than ever. I feel like this can transfer to the interaction they have with the workers making for some challenging conversations.
WHAT ARE THE TOP TRIGGERS FOR THIS CHALLENGING BEHAVIOR?
Things like wait times, unexpected bills, unexpected outcomes, stressful situations, sad conversations or the necessary changes we have all had to make to the ways we work due to Covid-19 can trigger this kind of behaviour. It is also very possible that these clients may already be triggered before they arrive and not in the right frame of mind to take in all the information, so even the smallest thing could set them off!
WHAT ARE THE KEY STEPS IN CONFLICT RESOLUTION OR CRISIS MANAGEMENT?
Step 1: Take a breath. Staying calm is the key. I know there were numerous times I felt angry, frustrated, sad or annoyed at a client who was dishing up some challenging behaviour. Reacting to them is only going to fuel this situation. It is important to listen.
Step 2: Ascertain what the issue is. Asking clarifying questions could be helpful and repeat back the issue to them so that you are all on the same page.
Step 3: Give a constructive outcome, but don't make promises that you can’t keep.
Step 4: Thank them for their feedback.
WHAT ARE YOUR TOP DO’S AND DON’TS IN DIFFUSING A CHALLENGING CLIENT?
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WHAT ARE SOME TECHNIQUES TO HELP VETERINARY TEAMS AVOID CONFLICT?
Setting expectations as much as possible can help to avoid or even diffuse conflicts. You may feel that something is obvious and does not need stating. I would recommend you to outline it anyway in pre-treatment information sheets or other handouts. The great thing about this is you can review the content early in the conversation if they begin to escallate.
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WHAT ARE SOME SELF-CARE STRATEGIES THAT VET TEAM MEMBERS CAN PRACTISE TO HELP PROTECT THEMSELVES FROM THE ONGOING STRESS OF CHALLENGING CLIENTS?
De-briefing with your colleagues is something that can be so beneficial when challenging things happen at work. The great thing about your colleagues is that they were there, you don't need to rehash the whole situation and it is a good way to express yourself without worrying too much about confidentiality. I know when I was working in a Vet Clinic the staff developed a certain sense of humour that can be hard for others to understand. It was always nice to share a laugh with those that understood. I would also recommend taking time for yourself, in whatever way that shows itself for you. It may be reading a book, watching a movie or going for a walk.
WHAT ARE SOME STRATEGIES THAT PRACTICES CAN DEPLOY TO HELP PROTECT THEIR EMPLOYEES?
Having other staff around is extremely important when it comes to protecting your employees. This can allow for help to be called when things are getting out of hand. It is important to have a conversation with your employer before this happens to have a plan. Something subtle could be effective like having the reception staff telephone into the treatment rooms and stating something pre planned that alerts the other staff that assistance is needed. Sharing comprehensive client handouts can also help set client expectations and reduce client confusion or complaints at a later date.
ABOUT FIONA KOENIG
Fiona is a qualified psychologist with a graduate diploma in counselling. She is also a registered member of the Psychotherapy and Counselling Federation of Australia (PACFA). Fiona began her professional career in a very different industry, working with animals in a Veterinary Clinic. She was drawn to providing support to both people and pets during illness, emergencies and end-of-life situations. For the last 5 years she has been counselling with a wide range of clients within a crisis centre and is passionate about working with individuals experiencing personal or emotional issues.
Top VetCheck templates for setting client expectations
We've put together the top VetCheck resources to help you handle these conversations that you face in practice every day.
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