Russell – Scenario
Mr Wilson, the vet and the staff at the practice speak regularly on the best palliative care for Russell. The practice is also supporting the Wilsons in measuring Russell’s quality of life.
It is becoming clear that Russell’s QoL is now deteriorating and the Wilsons are preparing themselves for the day when they will ask the practice to euthanise Russell.
Mr Wilson made the relevant arrangements. On the day of the appointment he took Russell to the practice. Whilst he was waiting in the reception Mr Wilson was visibly upset.
When called through to the consultation room, the vet was quick and efficient in euthanising Russell and in a few minutes Mr Wilson was waiting at the reception to pay.
During Russell’s palliative care the Wilson family felt they were looked after. Do you think they feel the same way now?
Service Orientation
In most businesses customers are becoming more demanding. If a customer’s needs aren’t being met, they will look for a service provider that does meet their requirements. It’s no different for people looking for veterinary support. If the “service” is not up to standard, then customers will vote with their feet and take their business elsewhere.
Select the button to learn more about how to provide better services.
End-of-Life Services
The importance that owners are now placing on end-of-life services can make delivering a good experience something that can improve your practice’s reputation.
Veterinary practices are looking at ways they can provide a better end-of-life service which may include:
A pre-euthanasia appointment
Back-to-back appointments for a euthanasia so the client doesn’t feel rushed
Appointments at quieter periods of the day
Bespoke bereavement suites
Private entry/exit for clients with a euthanasia appointment
Home euthanasia service
Bond-centred Euthanasia
It is quite feasible to assume that a practice’s “best” clients passed other veterinary practices before getting to “their vet.” It’s that type of loyalty that will make or break any business, let alone a veterinary practice.
Anecdotal stories suggest that veterinary practices receive more gifts and thank you cards from clients that have recently had to have a pet euthanised. From this it should be evident that successful veterinary practices have spent time developing a good euthanasia process.
We have looked at the importance of the human-animal bond. A Bond-centred Euthanasia process puts the human-animal bond at the centre. We believe a Bond-centred Euthanasia process will support clients and set your veterinary practice apart.
Let’s now move ahead to learn about the process of euthanasia.
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