Our clinic
fields numerous calls a day concerning pet emergencies. Owners will describe
clinical signs and a bit of history, and then ask what could be wrong with
their pet. Frequently, we encounter owners that are frustrated that we can’t
give advice over the phone, or tell them what medications to give or if they
can wait to see their regular veterinarian. Diagnosing a pet’s illness over the
phone is almost impossible, and, if our guess is wrong, could be life
threatening. We always want to err on
the side of caution to keep your pet safe.
The staff at
ACCES is highly trained in phone triage, from receptionists to veterinary assistants
and technicians. They will obtain basic information, such as age, breed, and
prior medical problems, as well as current symptoms of concern. Their job is to
determine if and when a pet needs to be evaluated by a veterinarian, but they
are instructed to not try and diagnose over the phone. There are a variety of
factors that go into making a diagnosis, and the most rudimentary, and often
most important, are a basic history and physical exam by a veterinarian. In
most cases, if there is any concern about a pet’s health, an exam is
recommended.
In the
veterinary profession, importance is placed on a valid
veterinary-client-patient relationship. This means that the veterinarian has
examined the pet and taken a thorough history. It is illegal to prescribe
medications without establishing this type of relationship, which is why
medications cannot be dispensed or recommended over the phone without seeing
the pet. Even medications that are considered ‘common,' such as Benadryl, are
known as off-label medications for pets and should not be given without
direction from a veterinarian.
The most
frequent request we get from owners is advice on how to treat their pet at
home. In some cases, the owner may be financially restricted, or not able to
bring their pet in for an exam due to a busy schedule. While it may seem like
there should be a simple remedy for something like diarrhea, there can be
myriad causes. Since pets can’t describe how they are feeling and often mask
their illnesses, the owner may only have part of the picture. A history and
exam can also help guide diagnostics to rule out certain diseases.
For example, we
had a client call whose dog had been acutely vomiting. Based on the information
obtained over the phone, the technician advised that the pet be seen on
emergency. The owner was reluctant to come in and wanted to know how to treat
the dog at home. Since vomiting can be caused by anything from dietary
indiscretion to renal disease, it is difficult to determine an effective remedy
over the phone. The owner was advised to withhold food and water for an hour
and call if the dog continued vomiting. Several hours later, the owner did
bring in the dog. A history and physical exam determined that the dog was
exhibiting unproductive retching, not vomiting, and that the stomach had torsed
in a condition known as bloat. The dog did well after fluid resuscitation and
surgery, however, this condition can be fatal if undiagnosed and untreated.
The staff members
at ACCES Seattle and Renton are available 24 hours a day to answer questions
about your pet. One of our core values is client service, and we will do our
best to provide you with helpful information. However, another of our core
values is patient care, and that means receiving a diagnosis and proper medical
care is of tantamount importance.
