We have policies for natural disasters, a VHMA Self-Audit Workbook to prepare for every possible threat to the practice, but what about the hazard of suspected animal abuse or neglect by a client? Like other areas of concern in practices, a clearly communicated policy for such potentially explosive situations is warranted. State laws vary but the need to be prepared is clear.
Many decisions that veterinarians make have moral, legal, or ethical ramifications. As animal law continues to evolve, veterinarians and their staff will be forced to take a more structured approach to dealing with animal abuse and cruelty. In the past, most veterinarians have been reluctant to take an active role in reporting animal neglect or cruelty. Often, there is no guidance as to what they should do or how they can help. Laws vary from state to state and even from county to county. And sometimes those laws are vague and do not spell out what the appropriate protocol is for suspected abuse or even medical negligence (even so, it is the practice manager’s responsibility to be aware of the applicable laws for their jurisdiction).
We have all encountered situations that have caused us to question whether abuse or cruelty is involved. When we suspect abuse, it is easy to look the other way and just treat the patient. By failing to educate pet owners about apparent neglect or cruelty to their pets, staff and the pet owner may think a practice condones irresponsible ownership. The patient might be subject to further cruelty, or a staff member might speak out about the situation publically, causing embarrassment for the practice. The best way to change a client’s behavior is to explain the consequences of neglect. If a pet is denied needed medical care, there will likely be increased costs that result from the delay. The pet will also suffer pain. And the client could be subject to legal action including fines and jail time.
A practice policy should cover all of these areas and maybe more depending on your hospital, and state and other regulations:
Who does staff report their concerns to?
Who communicates those concerns to the client?
Who reports the case to authorities if necessary?
Who reports the case to the owner and hospital manager?
How is the case being documented? (Pictures, medical notes, etc.)
Where will this information be kept?
Who speaks to staff about the case and what is their responsibility in regards to the case, protecting privacy, non-gossip policy, etc.?
Clearly having a well thought out policy communicated to the whole team prepares everyone to handle a situation that we hope never to encounter.