VN May 2017

Mei/May 2017

elsewhere) and options that would

deliver an OPTIMAL OUTCOME

FOR THAT PATIENT, IF IT COULD

CHOOSE.

It is my firm belief that every patient

would choose the best treatment it

could get, if that would deliver a better

outcome. As an example of this, I

am constantly surprised, 4 years into

the Atopica/Cortavance era, that so

many animals are referred – or even

worse, seen as second opinions – for

atopy, having only ever had oral or

injectable prednisolone. Almost every

one of the owners willingly takes the

more expensive medication, when it

is offered to them, and few go back to

their vet if they were second opinions,

which is sad.

Conclusion

Every patient is the core of your

professional existence, and is a living,

breathing, feeling creature with fears

and an appreciation for pain and

suffering no less than your own. It is

your responsibility to give it the best

care – either by doing so yourself, or

getting other parties to help you do so

(labs, specialists, colleagues in your or

other practices). Every patient would

want the best outcome, with the

least risk of side effects, and wants to

live just as you want to live. By your

learning, effort, attention to detail and

compassion, you must deliver this –

or being a vet is not for you. When

giving that care, do what is needed,

according to the training you were

privileged to receive and worked so

hard to absorb; and charge fairly, but

completely, for what you have done.

Nothing more, but nothing less.

Every practice is, similarly but not

equivalently, an organism with

needs – cash flow, happy, effective

and appropriate staff, equipment,

and most importantly, a growing and

happy clientele. You must be aware

of its needs and every action you take

to promote or safeguard its welfare,

safeguards the jobs and security of its

staff (including you), and the health

and satisfaction of the patients and

clients it serves. Money, like drugs,

electricity or water, is the lifeblood of

the practice and must not be ignored

at your peril, or over-emphasised in

your dealings with staff or clients. But

it is an incessant, vital undercurrent

to your ability to care for the animals

in your neighbourhood. When a

veterinarian is an employee, he or

she must behave like a partner/owner

from day 1, and every day – or there

is no future for that person in that

practice, and they will not ever have

the skills to run their own practice,

and understand the privation and

suffering that goes with that.

When managing a patient’s needs,

take the time to LISTEN and ask about

the medical facts pertaining to the

patient, discarding as much of the

emotional and distracting overlay

from the client. Examine a patient

properly and thoroughly, whether for

a difficult second opinion or just a

vaccination. List, discuss and where

possible, attempt to address each

and every item both here and now,

and also proactively. If you identify

risks in the patient’s future e.g. a

white puppy headed for skin cancer,

or an obese elderly cat headed for

arthritis or diabetes, then act now,

document your advice, and be clear

and concise. Clients respond not to

bullying but certainly to direction

and passion. Achieve all the patient’s

needs where and when you can, or

through the agency of another person

– vet, specialist, laboratory, consultant

– whatever it takes to get that animal

right. You are not alone in achieving

these goals for your patient.

The balance between these arises

from making unemotional, well-

measured yet compassionate financial

decisions; giving clients advice that

safeguards their pets and finances

(e.g. pet insurance, proactive care,

annual health checks and vaccination,

avoiding ineffective, unscientific or

frivolous medications or surgeries);

and being unapologetic for charging

for what should be high-standard

procedures and medications chosen

for non-pecuniary reasons, free of

influence by companies or other

expediencies. Always do the right

thing for the right reasons with the

right patient and the right client for

the fair, right price, and you will have

nothing to fear.

Acknowledgements

Drs Craig Mostert BVSc, Nicky Evans

BVSc(Hons) and Ms Tammy Gray BA

BCompt, gave input into this article.

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