UNDERSTANDING THE HUMAN-ANIMAL BOND

The human-animal bond is an emotional bond that forms as a benefit to both humans and animals (Figure 12-1). Each party treats the other with mutual respect, trust, devotion, and love. To some clients, pets are their children; to others, pets are their best friends. Whichever connection has been developed, it is generally a long-lasting relationship (Figure 12-2).

This bond is strengthened by the veterinary health care team. Each time the client visits, the bond is strengthened as the owner receives further education on how to help care for his or her pet. Team members who are empathetic and encourage the human-animal bond are cherished and tend to be requested by clients. These team members are usually employed over the long term by a veterinary practice and may have the experience of seeing a pet for its first visit and following its progress until its last visit. These team members will face grieving issues with long-term clients.

Sometimes, clients may come to the veterinary practice to euthanize an animal because they are unable to see their current veterinarian. Although these clients have not established a relationship with the staff, team members must remember the clients are grieving. Clients show grief in different ways, and team members may see the worst of the grieving process. Some clients may appear angry with the team when, in reality, this may be the way the client deals with the pain of losing a pet. If a pet is euthanized or dies in the hospital, clients may appear frustrated and accuse the hospital of not providing the best service possible. An excellent way to handle clients of this type is to listen. Active listeners keep eye contact and nod their heads in understanding. Let the clients talk about their frustrations. Once they can discuss the dilemma, their anger begins to resolve, especially when they feel team members understand their frustration. This is not the time to become defensive for the team; it is the time to listen and respond with simple responses such as, “I understand your frustration, Mrs. Smith, I will certainly look into this,” or, “I know you loved Fluffy, Mrs. Smith. She was very special. You provided the best care possible. I will take care of these issues.” The veterinary team provided the best medicine possible, but the state of grief distorts the thought process.

UNDERSTANDING EUTHANASIA

Making the decision to euthanize a pet can be extremely difficult for clients. Some clients may not believe in euthanasia, whereas others do not believe in allowing a pet to suffer. The true definition of euthanasia comes from the Greek terms eu, meaning good or right, and thanatos, meaning death. Therefore euthanasia refers to an easy and painless death.

Clients should be educated regarding the euthanasia process so that they can make well-educated decisions. A team member should never tell a client “Now is the time to euthanize.” Clients can misconstrue that statement and feel that the staff member made them euthanize their pet. Suggestions can be given, and simple statements can be made such as, “It would not be a wrong decision if you made the choice to euthanize Fluffy.”

Clients should be able to fully understand and differentiate quality versus quantity of life for their pets. Quality being the enjoyable aspect; the pet can still move around, eat and drink, and have bowel movements and urinate appropriately. Quantity of life is the time frame of the animal’s life; at times an owner will be keeping the animal alive for personal reasons or will be waiting for a specific moment to make the decision. Clients may make decisions based on increasing the length of time the pet can survive rather than the quality of life while the pet survives.

THE EUTHANASIA PROCEDURE

Clients may call and ask questions regarding the euthanasia procedure at the veterinary hospital. They may ask if a house call can be made, if an appointment to bring the pet in is required, or if they can just walk in. Many practices do not perform house calls, and the client may be referred to a veterinarian who does. If a client chooses to come in to the practice, the team member should advise the client of what to expect. Most clients have not experienced a euthanasia procedure and therefore do not know what to expect. If team members take the time to educate them before they get to the practice, they are a little more prepared for what is a life-changing experience. Making an appointment may be practice policy; however, some clients may be unable to abide by this policy when it comes to euthanizing their pet. It is an extremely overwhelming decision to make, and having to wait until a scheduled appointment time may be difficult. It is making an appointment for death. Walk-ins should be accommodated when possible.

When a client arrives at the clinic for euthanasia of a pet, every attempt should be made to get him or her into a quiet room as soon as possible. Many practices have separate rooms used only for this purpose. Team members need to remember that this is a very difficult time for a client, who may not understand everything that is explained. The euthanasia process should be explained again, including the options that exist for the body (many hospitals offer private cremations, mass cremations, or burial services at a local pet cemetery). The owner must sign the release form, and all charges should be taken care of at this point. Figure 2-10, H in Chapter 2 is an example of a euthanasia release form. Team members should ensure that the name the on the file matches the name on the euthanasia form.

If a pet is hospitalized and its owner wishes to have the pet euthanized but is not present to sign a euthanasia release form, the owner should state the wish to have the pet euthanized to two different team members. Both team members must write in the record that the client requested euthanasia and that this was verified by them. This will protect the practice in the event that a client states that he or she did not authorize the euthanasia.

The euthanasia procedure varies from hospital to hospital; however, the same general ideas apply overall. The pet may have a catheter placed intravenously so that the vein is easier to access while in the euthanasia room with the client. Some practices may give a tranquilizer that relaxes the pet. This also allows the owner to stay with the pet and “say goodbye” (Figure 12-3). When the owner is ready, a euthanasia solution is injected into the vein; most solutions are an overdose of a barbiturate. This causes the heart to stop beating and the respirations to cease. When the heart is no longer audible, the patient has died. Clients should be advised that pets may lose their bowels and urinate when the muscles relax. They should also understand that pets generally do not close their eyes when they die and that this is normal.

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