Addressing the needs of older clients

I have an elderly client who I don't think can properly care for her pet any longer. How should I approach her?

"Be careful to not judge a client's ability to care for her pet or the level of care she chooses to provide," says Veterinary Economics Editorial Advisory Board member Dr. Ernest Ward, owner of Seaside Animal Care in Calabash, N.C. "You should only intervene in instances of outright negligence. Remember, if you try to throw a guilt trip, you'll likely embarrass her. And if she leaves your practice because of it, the pet may get even less care," he says.

"What may be inferior care to you may not be to the client," he reminds. "Maybe she's on a fixed income, or maybe there are nonfinancial circumstances affecting her choices. For example, her husband's ailing health could cause her to ignore signs that her pet could be on the downhill stretch, too.

"On the financial side, too many of us offer services to the elderly at a discount or for free because we assume they can't afford the care," he says. "In doing so, we take the choice away from the client, and we sacrifice the future of our practice."

"With nonfinancial issues, we're occasionally privy to the problem and can offer some solutions," says Dr. Ward. "For example, if transportation is a challenge, we offer to pick the pet up. And for clients with demonstrated needs, we discuss such options as in-home assistance."

The bottom line: "Something changed with this woman that's outside of your control. However, you still control your recommendation. Offer the best recommendation for the pet without judging or assuming. Then it's her decision; she's the pet owner," Dr. Ward says.