Due to an increase in recent call volume, wait times for inbound calls have been longer than usual.
Our members are very important to us as are their questions and inquiries.
We will get to your call as soon as we can; please email [email protected] at any time for additional assistance.

Clarify staff roles and responsibilities


  • 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


  • 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