9 steps to calm anxious pets

A behavior program offers an important service that can help bond clients to your practice. One of the first services you can offer is to help anxious pets. Dr. Lisa Radosta, DACVB, who owns Florida Veterinary Behavior Service, Royal Palm Beach, Fla., offers this nine-step program to get you started.

1. Start with a survey. Have your clients fill out a form every time they visit. Keep the surveys in the pet's medical record so the technician can review them and pass on an accurate assessment to the doctor. "That way when an owner complains that Max is urinating in the house, the veterinarian can flip back through the histories," Dr. Radosta says. (See dvm360.com/behaviormodification).

2. Identify the stressors. Once you've identified a problem behavior, look at what was happening when the pet first exhibited signs of anxiety. Perhaps the client was pregnant with her first child the last time Max was eliminating inappropriately and now she's pregnant again. Identify the trigger and formulate a treatment plan.

3. Leverage your team. In order to squeeze all of the information into a 20- to 30-minute visit, it's critical to use your team members effectively, Dr. Radosta says. Delegate everything you can—the key is to make the technician your point person and someone clients feel comfortable talking to. The technicians can take client calls, answer questions, and consult you if she needs help. "My technician does a lot of my follow-up," Dr. Radosta says. "And now clients call and ask for her. It's pure joy to me."

4. Put a Band-Aid on it. The pet's first appointment should focus on the physical exam and lab work to rule out medical disease. Then you'll make your diagnosis and treatment plan, Dr. Radosta says. But at this first visit, send home a few "Band-Aids" with the pet owner—such as medication to keep the pet calm while the pet owner implements your behavior modification plan.

5. Offer client handouts. Offer handouts on behavior topics just like you use them to explain food allergies or wound care. These tools will make it easier for clients to understand their pet's condition and follow your recommendations between visits. For a sample client handout visit dvm360.com/behaviormodification.

6. Know when to follow up. The number and frequency of follow-up visits will depend on the severity of the problem, Dr. Radosta says. This is when your team will take the lead implementing the treatment plan you've outlined.

7. Determine the right fees. Look to your technician's time to determine what to charge. "Unless you're interested in doing one- to two-hour appointments, the person who's really going to be spending the most time in the exam room is the technician," Dr. Radosta says.

8. Refer your clients. When do you refer to a behavior specialist? Quite simply, it's when you're out of your comfort zone, Dr. Radosta says.

9. Market your cause. There are tons of competing messages out there when it comes to pet anxiety. Clients need to know that you can help them the most. Whether you use posters in your lobby, mention these services in your practice newsletter, or add a behavior marketing message to your on-hold phone system, the critical point is to make sure your clients come to you first.