Manage horse owners' misinformation
What to do when a client shows up with a diagnosis from the Internet.
When a client shows up with a diagnosis from the Internet, Dr. Erica Lacher, owner of Springhill Equine Veterinary Clinic in Gainesville, Fla., has these suggestions:
1. Address the client's concern first. "If the owner thinks the horse is lame in the left-front but the lameness is clearly in the right-front, look at the left-front first," Dr. Lacher says. "You shouldn't discount clients' opinions or make them feel like you've blown them off."
2. Ask clients to keep you in the loop. Dr. Lacher encourages clients to call or e-mail her with questions. She suggests that they check out online sources she trusts and asks them to send her links to other sources they're not sure about.
3. Be nice. Some client ideas might seem a little off-the-wall. For instance, Dr. Lacher's clients have asked her about nontraditional remedies like chanting. She offers a respectful answer, as long as the "treatment" doesn't interfere with her medical recommendations: "Well, I haven't tried it personally, but it can't hurt."
