A Few Simple Steps Can Make a Stressful Situation Feel More Manageable

Dear Friends and Colleagues,

As you know, an unexpected trip to the emergency room can be overwhelming for pet owners. Between worrying about their pet and navigating an unfamiliar process, clients may not know what to expect or how to prepare.

As a referring veterinarian, here are a few simple ways to set clients up for a smoother emergency visit.

1- Explain What to Expect

Reassure clients that the emergency team will assess their pet’s condition and prioritize care based on medical urgency. Depending on the hospital’s caseload and their pet’s condition, there may be a wait even if they arrived before other patients.

Setting this expectation upfront can help minimize frustration and uncertainty.

2. Encourage Them to Bring Relevant Information

A little preparation can go a long way. When possible, encourage clients to bring:

Their pet’s current medications and relevant medical history
Recent test results, radiographs, or other diagnostic records
Details about when symptoms began and how they’ve changed
Information about any possible toxin exposure, including the product and estimated amount

Tip: Sending medical records directly to the emergency hospital can help the team access important information sooner.

3. Prepare Them for Questions About Treatment and Cost

Emergency visits can involve diagnostics and treatment decisions that clients may not have anticipated. Let them know the team will discuss recommended next steps and associated costs as the evaluation progresses.

Encourage clients to ask questions, share their concerns, and communicate any financial considerations so the team can discuss appropriate options. We offer multiple forms of payment including Cherry, Scratch, and CareCredit.

4. Remind Them to Call Ahead When Possible

A quick call can help the emergency team prepare for an incoming patient and provide guidance on arrival. However, if a pet is experiencing a life-threatening emergency, clients should seek immediate veterinary care rather than delay treatment to gather information or make a call.

5. Reassure Them They’re Not Navigating This Alone

Perhaps the most important thing you can offer is reassurance. Remind clients that referring them to an emergency hospital is an extension of their pet’s care, not a disruption of it.

Your recommendation helps connect them with a team equipped to address urgent medical needs, while your ongoing relationship remains an important part of their pet’s care journey.

A Stronger Referral Starts With Reassurance

At Animal Emergency Hospital Volusia, Animal Emergency Hospital DeLand, or Animal Emergency Hospital Palm Coast, we understand that emergencies are stressful for pets and their families.

Thank you for helping your clients feel informed, supported, and prepared when they need emergency care. We value your trust and the opportunity to work alongside you in the care for your patients.

Warmly,

Dr. Diane Johnson

Founder and Medical Director