Clarify staff roles and responsibilities
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