Superstitions and client behavior . . . don't be a jerk to your veterinary team!

Chopper getting ready for his TV appearance.

So, the next full moon occurs in a few days. Now, I have never been a strongly superstitious person (we have a black cat who often crosses my path), but there are a few things in vet med that you just don't do. For example, the words "quiet" or "slow" are never said out loud, especially in the emergency room.

An interesting study recently released showed that veterinary emergency rooms do indeed see a higher number of cases during a full moon. This was something I used to write off as mere coincidence or speculation, but that study, along with many of my veterinarian friends, basically said, "I told you so." Recent events have led me to believe in this "superstition" a bit more strongly.

I have been blessed to know many hundreds of veterinarians and veterinary staff across the country over the last 30 years and many of them will still reach out to me for advice on media matters or even handling client concerns. I had to check the calendar this week when the calls and emails starting coming in from my friends across the US asking for help with some strange behavior from clients . . . sure enough, the full moon is rising! These stories are true, but names/locations are withheld out of respect for the veterinary clinics and their amazing teams. These cases are simply here to illustrate the challenges faced by veterinary staff around the country and not to disparage any client/pet lover. Case 1 - Client's beloved pet of more than 15 years passes away. This grieving client wants to know "why" and opts for a necropsy (animal autopsy). Starts becoming argumentative with staff because her 156-page medical record history was not easily emailed to the lab within minutes of her taking her deceased pet to the necropsy site. I wonder if she thinks the lab will have results within an hour, just like on CSI... I know she wants answers, I know she lost her best friend, but sometimes technology is not our friend, especially when several hundred megabytes of data need to be sent. Case 2 - Client is using rat bait to control rodents around home and is reasonably certain that the family dog ate some about 2 weeks ago, but only brings dog into the ER when he isn't using one of his back legs. Won't allow diagnostics for either the leg issue or the potential rodenticide poisoning, but also refuses any sort of treatment for the pet. Argues with veterinarian because of the wait time in the ER. Finances were probably the issue, but this story highlights how the client wouldn't even listen to alternative options from the veterinarian. My understanding is that this client will no longer be allowed to come to that ER.

Case 3 - The most bizarre of the week so far. Client is interested in dental procedure along with a surgical procedure for their adult pet. Refuses specific vaccinations, which the clinic requires for surgical patients. I can understand advocating for your pet and their healthcare and I can even understand a reluctance of some to vaccinate, but most people would let it go at this point. Most people would seek care elsewhere or opt to not do the procedure. This client decided to tell her pup "I guess we will go somewhere where they CARE about pets." As the client was leaving the room, she stated to the veterinarian, "you are a #$*%," using an extremely offensive derogatory term for part of the female anatomy. I wouldn't have believed it, but the clinic's AI scribe tool caught the entire conversation. My recommendation: terminate that client immediately. There is no reason for that sort of language in a professional setting, especially when delivered to someone's face.

Nike Victoria resting comfortably

I could cite dozens more, and the odd thing is that when I look back at my emails and phone logs, these cases definitely cluster around the full moon, especially in the days immediately following the full moon. It's not scientific data, definitely anecdotal evidence, but maybe someday I will collate it, let some researcher do some analytics on the data, and end up writing a book about the lunar impact on pet lovers. Bottom line..your veterinarian and veterinary team are there to HELP you and your pet. Yes, there are costs associated with that and yes, sometimes you will have a difference of opinion as to the level of care needed. Regardless, no one should be verbally abusing, threatening, or adding to the challenges of veterinary personnel's days, regardless of the phase of the moon! Think before you speak: your ability to seek care at that clinic for your furry friend could lie in the balance. #PetPalsTV, #CertifiedVeterinaryJournalist, #CVJ, #dogs, #cats, #pets, #veterinaryclients