This Vet’s 8 Most Popular Pet-Related Telephone Topics

Cat at the Vet
Many vets spend more time on the phone than you may think. Dr. Patty Khuly shares her top phone topics, from the test result call to the post-surgical status report.

If your veterinarian is anything like me, she spends about 20 percent of her professional life on the telephone. That’s a lot of time! But if you think about it, it totally makes sense. After all, there are a zillion and one potential discussion points on the subject of your pet's healthcare. In fact, I bet you can come up with at least five questions right now you’d like to ask your veterinarian over the phone.

Whoa there, now. I didn’t mean you should call this second! Indeed, the purpose of this post is to clue you in on how your veterinarian may work the phone to help you and your pet.

To that end, here are my eight most popular pet-related telephone topics:

1. The post-surgical status report. You’ve waited all morning –– maybe even all day –– to find out how your pet’s surgery went. Whether we’re talking about a simple castration or a complex mass removal, you want to know how things went. We know the waiting can be agonizing. That’s why, in most cases, your veterinarian will make every attempt to call you as soon as possible. But surgery days can be hectic, so a staff member may call you with a timely update until the veterinarian can reach you to discuss the procedure in more detail.

2. The intra-procedural Q&A. This is a super-common cause of telephone communication between veterinarian and pet owner. The best-case scenario, of course, is if you and your veterinarian discuss additional procedures that may be required before your pet is under anesthesia, such as a tooth that may need extracting during a dental cleaning, and get your consent to proceed as needed. That way, we can keep your pet’s time under anesthesia to a minimum, because we won’t need to track you down by phone during the procedure.

Without that prior consent, imagine what happens when we’re in the middle of a dental procedure and the cleaning reveals deep pockets and the need to X-ray some teeth and possibly even remove them (or offer the services of a dental specialist).

In cases like these, your veterinarian can’t very well just proceed. Unless she’s discussed this possibility ahead of time, she has to call you to secure your approval before embarking on a dramatically different course of action than you might reasonably expect. Hence, why you should ALWAYS be available for telephone consultation whenever your pet is at the vet.

3. The test result call. In my practice, this is by far the most common reason for calling pet owners –– and the most time consuming. When things turn out 100 percent fine, these can be the best kind of calls to make. Because it gives your veterinarian a chance to share the good news, applaud you for the good care you’re providing for your pet and even offer a few other suggestions for keeping your dog or cat in tiptop shape.

Of course, whenever things are amiss, your veterinarian will take the time to offer detailed explanations, suggest action plans and answer all your questions.

4. The follow-up call. Whenever I’ve got a sick patient, I’ll call my client to check on the pet’s status, then ask my client to give me a follow-up report within a certain time frame. This allows me to keep tabs on the pet's progress. If I don't get a call back during a reasonable period of time, I’ll call back.

This may sound like a complex little dance, but it’s all in service of making sure that pets are a) improving according to plan, b) getting the correct home care, and c) that they don’t fall between the cracks.


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