Attorney Jeremy Cohen recently spoke to 150 first-year veterinary students at the Cummings School of Veterinary Medicine at Tufts University about the legal aspects of their future profession. While the legal landscape of veterinary medicine is crucial, he spoke about concepts beyond laws and regulations to highlight something equally important—the perspective of an upset pet owner and how communication can make a world of difference.
Silence Breeds Distrust
Veterinarians are often advised by their insurance companies to stop communicating with pet owners when there’s a concern about a procedure or outcome. While this guidance is designed to protect against legal issues, it can unintentionally create distrust between the veterinarian and the pet owner.
If someone has lost a beloved pet and is overwhelmed with grief, and then the veterinarian who treated your pet has stopped communicating, it leaves people feeling isolated and abandoned. They’ve lost their best friend, and gotten silence from the person they’ve trusted to care for them. This experience is all too common for pet owners, and it makes an already painful situation even harder to bear.
The Truth About Veterinary Malpractice
Veterinary malpractice is rare. In fact, many pet owners are not even thinking about malpractice. They’re simply upset about a lack of information and the absence of a meaningful explanation. When something goes wrong, the question that many pet owners have is: “Why?” Why did my pet get worse? Why did my pet die? Why didn’t the treatment work?
These questions are valid and they deserve to be answered. Unfortunately, when veterinarians remain silent or are discouraged from engaging with pet owners, it exacerbates the emotional toll on the pet owner. This silence can escalate feelings of betrayal and frustration, which can lead to legal actions that could have been easily avoided.
The Role of Compassionate Communication
A few minutes of honest, compassionate communication can go a long way in alleviating the tension that arises from difficult situations. A simple conversation, an expression of empathy and an effort to explain what happened can provide comfort to grieving pet owners. It doesn’t have to involve admitting fault—just taking the time to listen and show care can make a world of difference.
Veterinarians can express sympathy without admitting fault. Acknowledging the pain that a pet owner is experiencing, even if no error occurred, can help prevent misunderstandings and reduce the emotional fallout from a bad situation. It shows the pet owner that their grief matters and that their veterinarian sees them as more than just a client—they’re a person who is dealing with a deeply emotional experience.
By investing in compassionate communication, veterinarians can prevent many of the misunderstandings and emotional turmoil that often accompany the loss of a pet. Pet owners are upset about their pets—and they’re also upset about the lack of understanding and connection they feel. By taking just a few moments to explain what happened and express empathy, veterinarians can strengthen the bond of trust between them and their clients even in the most difficult circumstances.
Veterinary medicine is, of course, about providing excellent care to animals. But it’s equally about connecting with pet owners and recognizing the emotional bond they share with their pets. When veterinarians show that they understand this bond and are willing to engage with pet owners in their time of need, it makes a profound difference.
Future Veterinarians Can Change the Story
To the 150 veterinary students Jeremy had the privilege of speaking with—thank you. You are the future of veterinary medicine, and you have the opportunity to change the way veterinarians communicate with pet owners. Thank you for your thoughtful questions and for recognizing that medicine is not just about curing physical ailments—it’s about the emotional well-being of the pets and their humans.
By taking time to communicate with compassion, you’ll strengthen the trust between you and your clients—and that’s the kind of veterinary care that truly makes a difference.
Conclusion
Veterinary medicine is often relegated to medical procedures, diagnoses and treatments, but it’s just as important to remember the emotional component of the profession. Pets are family members, and losing one is a profound experience. By offering understanding, empathy and open communication, veterinarians can help mitigate the emotional burden that comes with such loss.
Veterinary malpractice is rare, but the emotional aftermath of silence is all too common. By embracing compassionate communication, veterinarians can make a meaningful difference in the lives of pet owners during their most difficult moments.
You can be sorry without admitting fault. And that simple offering helps foster trust, healing and a more empathetic approach to veterinary care.
Comments