References
A compassionate journey part 1: preparing for and nearing end-of-life
Abstract
Client attrition is high following pet loss. The reasons are multifactorial, but are influenced by the communication and management of the client during the period of the pet's passing. Providing exceptional client care around this time has a positive effect on the owner-practice relationship. The close bond between owners and their pets means this is a very sensitive time. The lack of societal acknowledgment of the importance of pet loss to the owner can result in disenfranchised grief. Engaging with the client proactively with a pet nearing its death can help to validate the owner's feelings. Research shows that pet owners would like this engagement to start earlier than is commonly done, so that they are prepared emotionally and practically for what is to happen. The veterinary nurse can play a very important role in end-of-life. Quality of life assessment, ideally started early when the pet is well, provides useful benchmarking of the health and wellbeing of the pet, and allows a gentle and valid reason for the veterinary professional to bring up the subject of death when the pet is nearing end-of-life.
The role of the veterinary nurse comes into its own with owners of pets nearing the end of their life. Veterinary nurses are particularly known for being empathetic and a team member that pet owners relate to. This role of intermediary between the clinical information imparted by the veterinarian, and the ‘take-home’ impression by the client is an important one. Every conversation around end-of-life needs to be undertaken with sensitivity: terminology and compassion is key.
This series of articles will explore the end-of-life journey for a pet and their owner to support veterinary practices in communicating compassionately. The aim is to help ensure that clients feel supported along the way and are comfortable with returning to their practice in the future, or recommending it to others. The subject is broken down into four parts: preparing for and nearing end-of-life; the pet's passing; the client journey; bringing it all together.
This first article will focus on the period running up to the pet's passing and will look at how practices can help prepare pet owners for their impending loss.
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