The client said no. Now what?

Nov 01, 2006

The next time clients refuse care, use this advice from Caitlin Rivers, a Firstline Editorial Advisory Board member and technician supervisor at Metzger Animal Hospital in State College, Pa.: Don't take it personally.

"For example, if we recommend senior screening and clients say they can't afford the testing right now, we send a reminder card or note 'owner declined senior panels, discuss' in the chart so we know to say something next year," she says. "But if they say, 'I never want to hear about it again,' we mark it down in the file and don't mention it again."