May Jenkins, an 82-year-old widow, lives with her rescued pound puppy, Lucky. Her grown children have their own families and
income, so she spends most of her time and money on her beloved companion. But May struggles to get around these days, and
sometimes she forgets to give Lucky his medication. What can your practice do to make pet care easier for May and other clients
like her? Check out this list of ways to care for the special seniors who care for your special patients.
1. Plan ahead
You've got a schedule, so mine it for data about who's visiting and when. If you know which clients need help unloading dogs
or handling cat carriers with their walkers, tag their files with a note to meet them at their cars. Remember, your practice
can be a busy, distracting place, so offer to escort seniors and their pets and supply plenty of assistance.
"We try to be aware of senior clients' needs, and we'll carry pets for them, handle transactions in the exam rooms, and so
on," says Michelle Guercio, CVT, CVPM, hospital administrator at the Animal Care Center of Pasco County in New Port Richey,
Fla. "This allows our senior clients to give their full attention to the team members serving them." 2. Offer guidance
Build senior-friendly spaces
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View your practice critically and look for places where senior clients might need assistance, such as opening and closing
heavy practice doors. Elderly clients with glaucoma or cataracts will appreciate clear, well-lit pathways, especially in the
evening (see "Build senior-friendly spaces"). You also might offer to guide clients to exam rooms or to their cars if they
look unsteady. And always point out the slightest drop in floor level. Nancy Allen, a Firstline Editorial Advisory Board member and practice manager at Olathe Animal Hospital in Olathe, Kan., says when clients visit with
large, boisterous dogs, she tries to direct seniors to another, quieter part of the lobby. This helps ensure these dogs won't
jump up on older clients and accidentally cause distress or injuries.
3. Communicate clearly
Remember that seniors may not know the latest trendy phrases. Asking Mr. Henry if he would "be down" with giving Simon liquid
medication instead of pills could result in your client sitting on the floor while his Siamese gets its drops.
Older clients also may suffer from hearing loss, so Allen advises sitting face-to-face and explaining each step of the exam
slowly and clearly. People read lips as much as they listen through a hearing aid, so try to use nonverbal communication that
reinforces your words, such as nodding, smiling, or touching the client on the arm. It's also a good idea to ask clients to
repeat your instructions and recommendations to make sure they understand them.
You need to hear clients, too, so practice active listening when clients speak. Maintain eye contact, direct your posture
toward the person you're speaking to, and summarize what the client said, adding, "Have I understood you correctly?" It also
helps to ask lots of questions. And at all times, be patient. This means you must stop talking to let clients answer your
questions and finish their thoughts, Allen says.
4. Write it down
Follow up conversations with written instructions, and use a large font for clients with vision problems. Sharon DeNayer,
a Firstline board member and clinic manager at Windsor Veterinary Clinic in Windsor, Colo., suggests making a calendar showing when medications
are due. You'll ask clients to cross out the date after they give a dose to avoid accidental overdosing. Then follow up with
a phone call when patients are due for a refill. She also recommends giving clients your business card or contact information
and encouraging them to call with any questions.
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