154 Chapter 11● Provide shelves for cat carriers:
● Cats can feel more at threat when at ground level, especially whilst confined
in a cat carrier and therefore unable to escape from perceived threats. Being
in an elevated position can make them feel more in control and less threat-
ened. However, care must be taken that if a cat in a carrier is placed on one
of the shelves provided it does not overlook dogs in another area of the
waiting room.
● Places to put cat carriers above ‘dog level’ should be provided at the reception
desk because this is one place where cats and dogs may still meet even if
separate waiting areas are provided.
● Provide towels or similar that clients can use to cover their cat carriers:
● Part of a cat’s natural defence mechanism is to hide in a darkened area.
Covering the carrier can go a long way in helping the cat to cope, and help
to minimize fear and stress. This can be especially important at the recep-
tion desk where the cat is more likely to be exposed to stressors such as the
noise of telephones, the sight of other animals and strangers peering into the
carrier.
● Provide something for clients, such as a waiting room television and/or interesting
and informative posters, magazines or leaflets to read:
● The owners’ behaviour and attitude may also influence that of their pet.
Providing interesting distractions can help to reduce stress for the pet owner,
especially if they have a long wait or if they are concerned for their pet.
● This can also help to reduce the risk of other pet owners peering into the cat
carrier and attempting to ‘make friends’ with the cat. Although usually
intended as a kindly gesture, this can be frightening for some cats, especially
as the cat is confined in the carrier and unable to escape.
● Inform clients:
● Providing separate areas, shelves and covers are a good idea but of little use
if clients are unaware of them or why they have been provided. Reception
staff may not always be able or have the time to explain these things to cli-
ents, so clearly visible notices should be put up for client information and to
encourage use of these facilities.
Appointments
It is far better to make set appointments than to have open surgeries, which can result
in a crowded waiting room and long waiting times. The length of each appointment
should also allow sufficient time for the cat to be allowed to settle if necessary, and
for gentle, calm and unhurried handling to take place.
Greeting and Speaking to Clients
All members of practice staff should have good communication skills and endeavour
to greet and speak to clients in a kind, compassionate, empathic and friendly manner.
Friendly greetings and interactions at each visit can help to build client bonds and the
client’s trust in the practice.