Canine and feline seating areas

By Stacey L. Taylor, Assistant Editor

Twenty-four percent of Well-Managed Practices offer separate canine and feline seating areas. How separate do the areas need to be to make the distinction effective, and how could you add this feature to a facility economically?

Arranging separate seating is more critical if clients often complain about other pets disrupting their wait," says Dan Chapel, AIA, owner of Chapel and Associates Architects in Little Rock, Ark., and a Veterinary Economics Editorial Advisory Board member. "Anytime you respond to clients' complaints, you're showing that you care about their experience in your practice."

A wall, a refreshment counter, or a retail area could provide the necessary separation for cats and dogs, Chapel says. "Keep in mind, the distance between the areas doesn't have to be huge to accomplish your goals," he says. "You just need to provide a safety zone and block the view of other pets."

An even easier solution: Use portable furniture to define separate waiting areas, says E. John Knapp, AIA, a board member and an architect and analyst in St. Paul, Minn. This approach provides maximum flexibility, he says, letting you change the arrangement as you see your clients' needs change.But designating which area is for dogs and which is for cats isn't a must. "Instead I try to give clients several seating options," says Chapel. "For example, I might design seating that features several small nooks."

Dr. Dennis Cloud, a board member and owner of three St. Louis-area hospitals, also thinks that you shouldn't force clients into an assigned area. "Two of my three hospitals use modular seating areas that offer four distinct waiting areas," he says. "Although this approach requires more space than two clearly defined areas, it gives clients with shy or rowdy pets more options if they want to separate their animals from other pets."

And what about the clients who visit with a skittish cat and a yappy, aggressive dog? "Modular seating offers more options for clients who visit with various species of pets," says Knapp. "Hospitals with two distinct areas rely on receptionists to help direct these clients to more appropriate spot."

A final note: If you?re undertaking construction, our experts recommend sticking with one entrance, even if you designate two waiting areas. "Separate entrances disrupt traffic flow and make the reception area look small," Knapp says.

Dr. Cloud agrees. "A few of my colleagues use separate dog and cat entrances and really like them," says Dr. Cloud. "But this trend in entrances seems to be fading."

Bottom line: "There are no disadvantages to separate dog and cat seating areas," says Dr. Cloud. "It only offers your clients more convenience."

And client service is one of your most important considerations, Chapel says. "The competition for clients in every kind of industry has driven people to expect high-quality client service anywhere they visit," he says. "Separate seating gives clients one more positive feature to mention when they're bragging about your hospital."

September 2002 Veterinary Economics