When we exited a taxi at the airport with our golden retriever guide dogs, Keebler and Latrell, we were dismayed to hear the
skycap ask the cab driver, "How many bags do they have and where are they going?" The skycap's disregard for our abilities
and feelings brought back unpleasant memories of similar experiences: A restaurant waiter once asked our sighted friend, "What
would they like to eat?" And after paying a hotel bill, the customer service representative returned our credit card to a
stranger next to us in line.
Feeling infantilized and disempowered is one of the most upsetting and universally encountered experiences for people with
disabilities. Waiters, skycaps, hotel personnel, and even veterinary professionals can affect people with disabilities this
way—without realizing it. Incorporating the people first concept—a movement that promotes inclusion, freedom, and respect
for people with disabilities—will help your team members build stronger relationships with disabled clients. Simply put, remember
these clients are people first. They are not their disabilities. Use these guidelines to follow the people first approach
in your practice.
What you can do
Disabled clients' needs vary by disability. Even those sharing a disability may use different adaptive techniques. Catering
to these adaptive techniques makes your practice a friendlier, more comfortable place. It also shows you appreciate the extra
effort it takes them to schedule, attend, and follow up with veterinary visits.
To start, some disabled clients might commute to or visit your practice differently from other clients. Blind clients might
arrive with a designated driver or take a bus. Deaf clients might drive themselves and meet an interpreter at your practice.
Physically disabled clients might visit with a personal attendant.
When Ms. Iverson arrives with her interpreter and iguana in tow, remember she's the client and communicate with her. Rather
than tell the interpreter, "Ask her what Oreo's symptoms are," face Ms. Iverson and ask for Oreo's symptoms.
Since some disabled clients depend on public transportation or a taxi service to meet appointments, consider a flexible scheduling
policy. And when they call to schedule appointments, ask whether there are any special accommodations you can provide.
When you meet disabled clients for the first time, maintain eye contact, offer to shake hands, and relax. Ask if they need
any additional accommodations. This empowers your clients to express their needs so you can meet them.
Blind and visually impaired clients
For blind and visually impaired clients, verbal communication is essential. First, introduce yourself by name and title and
indicate if and when you're leaving the room. Avoid using the four most dreaded words for the visually impaired: here, there,
this, and that. These words give visual clues and don't provide the direction needed. Rather, give audible clues by tapping
a chair or the exam table where you would like a blind client to settle.
And remember, Mr. Thomas can't see you nodding in agreement or pointing to the open chair. In these situations, we often joke,
"Would you please point a little louder?" Generally speaking, giving directions using measurements like, "Mrs. Jefferson,
the chair is 3 feet to your right," is a less effective approach because these directions can get confusing. Some blind clients
might appreciate you offering your elbow and walking a half a step in front to guide them. But others prefer to use their
guide dogs or white canes to maneuver around your practice. So always ask clients how they can best be guided.
In the exam room, explain each step as your team examines the patient, including weighing the pet, taking its temperature,
and making notes in the medical chart. Your continuous commentary will relieve Mrs. Moore's anxiety, especially if Max wiggles
Blind clients may need hands-on demonstrations of at-home treatment procedures, such as cleaning ears, administering medication,
and changing dressings. If the doctor prescribes several medications with similar containers, use rubber bands or tape to
differentiate them. And you can notch syringes to indicate the proper level of liquid medication to administer. Because adaptive
techniques differ, ask clients about their preferred accommodations.