BEST PRACTICES
vector graphic of a purple cat sitting cross-legged on the floor of a veterinary clinic with the text "From Kitty Chaos to"
Stress-Free Felines typography

How Partnering with Clients Can Improve Cat Visits

By Kathryn Primm, DVM, CVPM
W

e all know that cats are not seen as often as dogs in practices across the United States, even though they outnumber them as household pets. There have been many cases in my own practice where I have been seeing a family’s dog for a long time when suddenly they appear with an elderly (and now sick) cat that I never knew they had. I have asked these clients why we had never before seen their cat when we frequently saw their dog (indicating that they are excellent pet guardians), and they replied that cats seem self-sufficient and independent, of course, but they also noted that they dreaded coming in with their cat because it is so much harder, on them and their cat.

Obviously we want cats to not be stressed by their travel or their visit to our practice, but may feel powerless to help. And while there is no silver bullet that will miraculously make every cat love you, there are many tools that you can employ that add up to a much better experience for everyone, and it starts with getting your clients involved.

Client Education
Preparation and education are cornerstones for success. You want to make cat visits better before they even leave their home, which means educating your clients. There are many ways to provide resources for your clients, most of which are free and can be shared with the click of a button for your clients to peruse on their own time.

Numerous websites offer articles and guides devoted to transporting cats in a safe and positive way.1, 2 Podcasts are another good source of information about cats for both professionals and pet owners, including interviews with cat specialists and behaviorists about vet visits and cat training.3

Think Like a Cat
Once cats arrive at your hospital, attention to detail is your best tool. You have to think like a cat in order to see the experience like they do, then you can address each scary feature as best you can. Sometimes it is helpful to record snippets of your hospital on your phone and share it at team meetings. Ask team members if they see or hear anything that might seem scary to a cat. Use what you learn to grow as a team for the better of your feline patients.

You have to think like a cat in order to see the experience like they do, then you can address each scary feature as best you can.

vector graphic of a veterinarian examining a cat on a table
Keep Noise to a Minimum
Phones ringing, dogs barking, people chatting and all the sounds of a busy day at an animal hospital can be overwhelming, especially to an indoor cat that never leaves its home, except to see you. You can affordably add a white noise machine to your cat exam room or even play soft music on your computer work station. Use soft and soothing voices in your interactions with cats and cat owners.
Be Mindful of Smells
Cleanliness is important, but the choice of cleaner can make a difference to a cat. We know that bleach has a strong scent, but imagine what it seems like to cats. Many pets have been around animal hospitals and bleach enough times to associate the scent with fear. Consider bleach alternative cleaners that kill germs but don’t leave a residual odor.

Pheromones and aromatherapy can also offer a non-threatening scent. Have changes of clothes for staff in case of accidents or anal gland discharge. Reapply pheromone spray to clothing and towels often. The manufacturer of Feliway® spray suggests reapplying every four to five hours for maximum efficacy.

Provide a Safe Space
Cats like to feel safe and hidden, and they prefer warmth and softness. You can provide a hiding box with a removable lid and soft mat or towel on the bottom so that exams can be completed inside where the cat feels safe. Since you will need to reach into the box to do an exam, team members should be aware of feline body language in case of advancing stress for everyone’s safety. Cats should be able exit the box to explore the room and find tasty snacks at their whim, so try having delectable options scattered about the room. Cat carriers with tops that open are also a good option for exams.

A window perch in an exam room can serve two purposes for cats: the bustle outside can be distracting and the safety of feeling elevated can make some cats feel secure. The distraction provided by a view of outdoors can also be entertaining for cats. Be sure to spray pheromone spray on the towels or bedding when you change it between patients.

vector graphic of a scared purple cat
Perception is reality, and if your feline patients feel threatened, it does not matter that the threat is not real.
Remove any Perceived Threats
Cats can react quickly when they see something that could be a threat. They have an “act normal now and think later” philosophy. Perception is reality, and if your feline patients feel threatened, it does not matter that the threat is not real. Their instincts tell them to fight or flee once they have advanced to feeling threatened, and it is your job to not let them get to that point. All handling should be gentle and calm, and let the cat choose where they want to be.

Cats do not typically respond well in the face other animals, so always keep them inside their carrier, covered and lifted up and away from curious dog noses in your waiting area. Many practices have eliminated their waiting area and take pets to individual exam rooms immediately upon arrival. Also consider removing posters or photos of actual cats from your walls. Patients may respond poorly to realistic images.

Allow Owner Involvement
Remember that being away from their owner is stressful for most pets. Allow the owner to be present and participate as much as possible in the care of the cat. Owners do not want their cats to seem stressed, and observing the exam and all treatments can sometimes raise their awareness and improve their receptiveness to pre-visit preparations.
Consider Medication or Sedation
Using anxiety medication should be seriously considered in any cat that seems stressed upon arrival, or those that will need to have blood drawn or react with fear over an exam. Gabapentin, given two hours prior to the visit in these patients, can make huge difference, but there are many options. Some cats are able to discontinue anxiety medications once they know and trust that we will respect their signs of advancing fear and stop.

A few cats have learned such fear from handling that they are only able to be handled with full sedation. But even these cats can learn to trust you if you never push them to the point of fight or flight. The secret is to do as much as you can within the comfort level of the cat and stop when they indicate discomfort.

Watch for Signs of Distress
Cats will communicate their distress. Obvious signs include hissing, growling and raised hair. More subtle signs can include dilated pupils, tail-twitching, crouching, hiding and freezing. If you see your patient advancing in these signs, it is as if they are telling you, “Stop. I am afraid.”

When you see these signs, stop immediately and explain to the owner that their cat is indicating distress with the handling. They may offer suggestions or be able to calm the cat with their words or touch. Be mindful if the cat has advanced to hissing or growling, because even the owner could be at risk, and it is best to close the carrier and try another day with anxiety medication on board. Know that full sedation is an option, but if you utilize all of these techniques, these cases are few and far between.

Customize the Experience

Practices should be optimized for an individualized experience based on each cat’s specific temperament. Strive for things that the cat perceives as calming (or at least not frightening); be aware that cats depend on scent and have more sensitive hearing than humans; offer enticing food options to encourage normal behavior; and utilize handling that is respectful of the cues they provide about their comfort level.

Preparing the owner to be your partner by giving them resources and education so that they are on your team to help their cat is crucial. It will take more time initially to make sure that owners understand, and not every owner will see the importance, but any step toward a better experience for our patients is an investment in their welfare and in ours. Most owners are open to making the experience better, and when we see a happy and relaxed cat moving calmly around the exam room, eating treats, we know that we are doing the right thing.

References:
  1. Lombardi, L. Teach Your Cat To Go Into A Carrier—Without A Struggle. Fear Free™. https://www.fearfreehappyhomes.com/teach-your-cat-to-go-into-a-carrier-without-a-struggle/
  2. Teaching Your Cat to Ride in a Carrier. ASPCA. https://www.aspcapro.org/sites/default/files/resource/downloads/2020-2020-06/aspca-teaching-cats-to-ride-in-carriers.pdf
  3. Dr. Kathryn Primm (Host). (2023, August 29). Maximize your Vet Visit. (No. 115). In “Nine Lives with Dr. Kat”. Pet Life Radio. https://petliferadio.com/ninelivesep115.html#
Kathryn Primm with a border collie
Kathryn Primm, DVM, CVPM is the owner and founder of Applebrook Animal Hospital in Ooltewah, Tennessee. She sees patients, manages a busy small animal practice, and enjoys writing for and speaking to veterinary professionals and pet lovers. She has written and contributed content to many outlets, including magazines like Woman’s Day, Prevention and Health as well as veterinary-focused press.
Back to Issue