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6 Tips for a Successful Post-Surgical Discharge

Published on 7/24/19

 

Let’s cut to the point: surgery is scary.

 

Whether it’s major or minor, pet owners can’t help but be full of nerves when they bring their furry family member in for surgery. Though it may be a procedure you’ve done hundreds of times, all of the things that could go wrong fly through their heads. While clients are always excited to pick up their pets after the procedure is done, the nerves continue.

 

“What if my pet doesn’t act themselves?”
“What if my pet is in pain?”
“What if my pet doesn’t react well to the surgery?”
“What if my pet looks different?”
“What if I mess up my pet’s at-home recovery?”

 

Conducting a successful post-surgical discharge is important in easing clients’ minds and ensuring the pet gets the proper at-home care for an easy, speedy recovery. If your clinic doesn’t have a protocol for how post-surgical discharges are to be handled or you haven’t assessed it recently, there’s no time like now. To get you started, we’ve got 6 tips for a successful post-surgical discharge.

 

1. Schedule a Pick-up Time


While keeping pick-up time flexible seems more convenient for your client, it’s not ensuring that your staff will be available when they arrive to dedicate their full attention to reviewing discharge instructions. What if they come at a busy time and you don’t have an exam room available or you are short-staffed?

 

Scheduling a post-surgery discharge just as you would a vet visit, ensures that staff is available with their full attention and proper time can be allotted to go over all of the necessary materials. Schedule this appointment when a surgery appointment is made to ensure it’s locked in and convenient for the client. A bonus benefit to this strategy is that it will help alleviate the number of times clients call in to see if their pet is out of surgery and ready to be picked up.Depending upon your practice’s schedule, another option may be to block off a 2-3 hour time slot on surgery days that is reserved for discharge appointments - this way the client can book their pick-up appointment when they drop their pet off.

 

 

2. Send Updates Via Text or App


If your clinic has a phone app and has the ability to send out push-notifications to specific clients, this is a great way to touch base with customers immediately to update that their pet is out of surgery and ensure that they’re doing well. If you don’t have an app and you have permission from the customer, you could text them. Include a photo or video of the pet so owners can see them and know that they’re okay.

 

Just knowing that their pet is out of surgery and seeing that they’re doing well will go miles in easing client worries. The personal outreach lets clients know that you understand and care about their feelings. This would also be a great time to remind the client of their pick-up time and go over any information that would prepare them for bringing their pet home for recovery.

 

 

 

3. Conduct Appointment in a Room, Not Lobby


Every clinic is different, but chances are, your lobby can get pretty hectic. The distractions are numerous - ringing phones, barking dogs, cute kittens - none of this makes for a great environment to go over post-surgery instructions. Instead, take the client into a room so they can relax and you have a quiet space to focus on them.

 

 

 

 

 

 

 

 

4. Instructions First!


The first thing a client is going to want to do when they come to pick up their pet after surgery is, of course, see their pet. They’ve been concerned about their pet for most of the day and they are likely anxious to be reunited. However, you also know that as soon as your client sees their pet, their attention is out the window.

 

Post-surgical instructions are important and a successful recovery depends upon the client’s following through with post-surgical care. Waiting to bring the client’s pet out until AFTER you’ve gone over instructions and discussed everything that needs to be discussed ensures that you have their full attention. Start out by telling the client how great Fuffy did and how well they’re recovering, but you want to go over some instructions for at-home recovery while Fluffy gets ready to be sent home.

 

 

 

5. Allow Clients to Share


When clients are nervous or anxious about their pet and the procedure they just went through, a veterinary staff who asks questions, listens and shows empathy will go a long way in creating a good relationship and reputation. Don’t rush the post-surgical appointment. Leave time and space for clients to share worries, questions and fears. When they do share, don’t shrug it off or make it seems like an irrational thought. Show understanding and compassion.

 

When you do bring their pet out, stay in the room while the client greets and evaluates them. Point out and explain any bandages or differences in appearance instead of it being a surprise to clients when they get home. Ask the client if they feel comfortable with everything and are ready to get their pet home. End the appointment by reminding the client that they can call if they have any questions or concerns and that you will follow-up with them tomorrow.

 

 

6. Don’t Forget the Follow-up


Follow-up should be a standard in your practice - we don’t need to tell you how important it is. Whether it’s an email, text or phone call (this one is best), you should be following up with clients to see how their pet is doing, see if they’ve been able to follow the recovery plan, and ask if they have any questions. Reiterate that they can always reach out to you if needed and remind them of any follow-up appointments if they were needed.

 

Although not every one of your clients may undergo surgery, for the ones that do, a negative post-surgical discharge could completely break your relationship with that patient. Tensions are already high and it’s up to you whether your staff calms or fuels the fire. Take this opportunity to make a good impression and strengthen relationships.

 

 

 

Make sure all of your staff knows the procedures and include it in any staff training. Re-evaluate each year to ensure that you are serving your clients to the best of your ability.

 


 

DID YOU KNOW?

Penn Vet has our own line of e-Collars! Check out our PennChoice Classic and PennChoice Snap e-Collars. PennChoice collars give you high quality, price competitive alternatives to the Classic Buster and Buster Clic collars. All sizes are sold individually and also as a case of 10 at a discounted price for even more savings.

 

View our previous blog on how to increase client compliance when it comes to Otitis!

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