Compassionate conversations when scheduling euthanasia

Liubomir/Adobe Stock

Q: I overheard an employee speak in a matter-of-fact tone with a client who called to schedule euthanasia for her dog. As a manager, how can I help my team express empathy when booking sensitive appointments?

A: End-of-life decisions are emotionally overwhelming for clients. A task as simple as booking an appointment may be one of the most difficult calls of pet owners’ lives. Client service representatives (CSR) need to be good listeners and offer much-needed support and information. Scripts can help your CSR team create consistent, comforting experiences over the phone.

Here are 6 steps to improve the call experience:

1. Express empathy

Let’s say the caller explains she is thankful for your doctor’s care during her dog’s terminal cancer, but it’s time to say goodbye. You hear the caller’s voice wane. Ask for client and pet names so you may emotionally connect with the caller and access the record. The Companion Animal Euthanasia Training Academy (CAETA) advises to begin calls with empathy statements and open-ended questions.

Say, “Your voice tells me how hard this call is to make. I’m here to listen and support your family [pause]. May I ask your name and your pet’s name so I may access your patient record?”

2. Gather information

Use open-ended questions that invite the client to share details about the pet’s condition. To establish trust and emotionally connect with the caller, immediately use client and pet names. Say, “<Client name>, tell me about <pet name>’s condition and your wishes for peaceful euthanasia.”

Add notes to the record that will help the veterinarian and technician understand the family’s interpretation of their pet’s condition. Include information about the patient’s pain, anxiety, eating, and sleeping patterns, recommends CAETA.¹

3. Ask when the client wants an appointment

Clients may want to wait hours or days. Ask, “When do you want to bring <pet name> in?”

Let clients choose days and times that work best for them. Some may prefer quieter times such as the beginning or end of the day. Allow at least 40 minutes for attended euthanasia, giving clients ample time to say goodbye. Color-code appointments based on the reason for the visit to ensure your team notices euthanasia appointments and can appropriately greet clients and patients. Unattended euthanasia should be 30-minute appointments to allow clients to sign consent forms, choose final arrangements, and say goodbye.

If your hospital offers at-home euthanasia, ask, “Do you prefer the euthanasia service to be performed at your home or here at our hospital?” If the client requests at home, suggest choosing a favorite shade tree, bed, or place where the pet will be relaxed and comfortable. Share at-home euthanasia fees up front.

Whether scheduling in-clinic or at-home euthanasia, ask, “Will family and friends be attending with you?” If yes, ask how many people to expect so you may choose a larger exam room if services will be at your hospital, or, if at home, suggest having blankets or chairs for family who will attend.

4. Explain aftercare options

Avoid the word body because to the family it is not the pet’s body, it is still the pet, advise Mary Gardner, DVM, and Dani McVety, DVM, founders of Lap of Love Veterinary Hospice and In-Home Euthanasia.² Ask, “What would you want to do with <pet name>’s final arrangements afterward?”

Introduce aftercare choices during the scheduling call, when clients can think more logically. Clients can discuss aftercare options with family members and decide before the day of the appointment. Emotions will escalate on the day of the appointment, making decisions harder.

Say, “You have 3 choices of what to do with <pet name> afterward. The first is to have your pet privately cremated with <crematory name>, our crematory partner who will work with you on final arrangements. The second is to have your pet communally cremated together with other pets with a resting place in a tranquil area on <crematory name>’s cemetery grounds. The third choice is to bury your pet at home, and you may want to check your county ordinances before deciding. You can do what you feel is best for you and <pet name>’s final resting place.”

5. Share fees up front

Explaining fees in advance prepares clients for payment. Give totals or ranges rather than itemizing fees. If the client hasn’t decided on aftercare, provide fees for private and communal cremation. Say, “If you choose <crematory name> for aftercare, a private cremation averages $__ while communal cremation averages $__. I will include a link to their website in your appointment confirmation so you may learn about their services and fees.”

If the client requests private cremation, explain, “To help you prepare for the appointment, the total/range for euthanasia and private cremation services are $__. You will pay in the privacy of the exam room before the procedure and can spend as much time as you want with <pet name>. Afterward, we will prepare <pet name> for her/his final arrangements with the crematory. You may leave when you’re ready through a private exit into the parking lot. Our team can provide additional support and resources during the appointment.”

6. Close the call with kindness

Ending with “Have a nice day” would be inappropriate. Let the client know what to expect next and offer kind words. Wrap up the call with, “You will receive a text/email shortly with your appointment confirmation. This will a include a link to our end-of-life services web page where you can learn more about the services we discussed and find resources. If you have questions before the appointment, please reach out to us. We are here to support you and <pet name>.”

Plan a CSR team meeting to discuss euthanasia scheduling calls. Have employees map out the process and write scripts together. Your goal is to create a standard operating procedure for euthanasia calls. Your team will diagram what to say in different scenarios, giving them confidence when handling tough discussions. As a result, your CSR team will have consistent, compassionate client conversations.

Need a script for a client conversation? Submit your scenario to info@csvets.com for future consideration.

References

1. Rose R. Receiving phone calls about euthanasia: CSRs - this one’s for you. April 15, 2024. Accessed August 1, 2024. https://caetainternational.com/receiving-phone-calls-about-euthanasia-csrs-this-ones-for-you/
2. Gardner M, McVety D. Handling euthanasia in your practice. Today Vet Pract. 2016;6(1):127-133. https://todaysveterinarypractice.com/wp-content/uploads/sites/4/2016/05/ TVP_2016-0102_PB_Euthanasia.pdf