PRACTICE MANAGEMENT
mals are at risk for bodily harm to be urgent cases that
need to get in as soon as possible. The cat that has
been peeing in the closet for the past five years—but
the owner loves the cat—needs to be seen but doesn’t
necessarily need to get in on a Friday at 5 p.m.
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What if you can’t get them in today?
What do you tell the client when they call and you
can’t get them in today? Dr. Strickler recommends
having “if then” scripts available for staff to use to help
the client cope until they can get in to be seen. These
scripts can be used to give the client a preliminary
management plan.
For example, if the cat is peeing in the house:
• What kind of litter boxes do you have?
• Have you tried a new one?
• How often do you clean the box?
• Is it OK if I email you a handout that may help you
until you can get in?
The latter, of course, requires developing a series of
templates that can be easily customised and emailed
to clients so they feel supported until they get in to
see you.
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Reserve enough time for a thorough consult
Anyone who has done behavioural consulting knows
that you can’t stuff an initial behaviour appointment
into a 20-minute appointment slot. Train your staff to
book consultations with enough time to gather infor-
mation, then charge appropriately for your time.
Dr. Strickler recommends setting realistic expectations
during the first visit. Use words like “process,” “plan,”
“work together” and “begin.” Having this conversation
will help you determine which clients are committed
to change over time and which ones just want a quick
fix.
Prepare them for the appointment, what to expect
and what to bring to the visit, and ask clients to fill
out a behavior form before they arrive at the clinic. Dr.
Strickler also recommends that safety information be
addressed if any symptoms of aggression are present.
If you have the space, Dr. Strickler recommends cre-
ating an exam room that mimics a more comforting,
less clinical room with ambient lighting and couches.
The benefit of these spaces is that they allow the cli-
ent to relax, which may encourage the pet to relax. Dr.
Strickler also finds that pets act more natural in living
room settings as opposed to a clinical exam room.
Some veterinarians find it less overwhelming for all
parties involved to break the initial visit into multiple
appointments. The first visit may be used to gather in-
formation, the second visit may be used to start med-
ication, and the third may be used to start behaviour
modification.
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Questions, questions and more questions
Dr. Strickler uses extensive information-gathering be-
havioural history forms. Asking clients to fill out histo-
ry forms before they come to their appointment also
helps her determine which clients may comply, and
which may not. Here are some of the questions she
asks:
• What is your perception of the problem? (While
the client’s perception of what is happening is
sometimes inaccurate, it’s still important to frame
it in a way that they will listen to you.)
• What is your goal for your pet’s behaviour?
• What have you already tried? What has helped?
What has not helped?
• Is your pet receiving any current medication, or
did it in the past? If so, how much and for how
long?
• Has your pet received any training? By whom?
What worked? What didn’t work?
• Is your pet in pain? Does your pet have orthopae-
dic pain?
• Describe a typical 24 hours for your pet.
• Describe the very first incident and the most re-
cent incident.
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The four-pronged treatment plan
Dr. Strickler’s behavior training plans consist of four
equally important parts:
1. Behaviour modification. This is by far the hard-
est for clients, Dr. Strickler finds, so she discusses
behaviour modification early in the discussion of
the treatment plan. Utilising a behaviour tech-
nician or a certified trainer can help the clients
through this process, she says.
2. Environmental modification. What needs to
change in the environment to reduce stress, bar
access or decrease triggers?
3. Enrichment. Getting a dog or cat’s mind engaged
to its fullest potential is critical, and enrichment
through environment or cognitive toys is an es-
sential part of treatment.
4. Pharmaceutical intervention. Dr. Strickler discuss-
es behavioral medication last to emphasise that
the drug isn’t the cure but just one part of a four-
part plan.
Want more? Dr. Strickler recommends a couple of
books: Decoding Your Dog and the soon-to-be-re-
leased Decoding Your Cat. She says both will be great
resources for both clients and veterinarians. She also
recommends dacvb.org as a go-to resource as well.
Want even more? Dr. Strickler says another great con-
tinually updated resource is the behavior college’s
blog at Psychology Today's website.
Issue 06 | DECEMBER 2017 | 5