Veterinarian

• Assess every patient regardless of appointment type (wellness, acute care, follow-up visits) for normal (that is, age and life-stage appropriate) behavior and behavioral problems.
• Develop behavior management standard operating procedures (SOPs), including procedures for:
  • Using standardized behavior assessment tools
  • Obtaining patient histories that include assessment of behavior problems
  • Implementing patient-friendly handling techniques in the hospital setting to minimize stress during examinations and hospitalization
  • Using chemical restraint to facilitate examination and treatment
• Implement the practice's model behavior management protocol
• Develop a network of qualified pet trainers and animal behaviorists for case referral
• Provide staff education on
  • Effective client communication and education about pet behavior problems
  • Normal canine and feline behavior for the animal’s age and life stage
  • Recognition and assessment of canine and feline behavior problems
  • Pharmacologic intervention for treatment of behavior problems and in-hospital restraint

Technician

• Obtain patient’s medical and medication history, including indicators and potential sources of problem behavior
• Anticipate procedures or situations that can contribute to anxiety or aggression
• Use patient-friendly and stress-relieving techniques during examinations or with hospitalized patients
• Recognize signs of problem behaviors
• Administer medications and other treatments as directed by the veterinarian
• Observe interaction among patients and their owners that may indicate or contribute to behavior problems
• Maintain effective client education and follow-up, including verbal and written instructions

Reception and other client-service personnel

• Watch for indicators of problem behavior in canine and feline patients
• Schedule follow-up appointments to monitor behavior management interventions
• Contact clients after the office visit to respond to questions and concerns
• Refer questions to clinical staff as appropriate
• Remind clients that they are part of a team approach to behavior management, requiring their understanding, compliance, and feedback