Question 1
VT-COM-012
A client telephones the emergency hospital late at night describing his dog's signs. After asking enough questions to understand the situation, the technician does not think the problem sounds emergent. How should she close the call?
- AReassure the owner this is not an emergency and advise waiting for their regular veterinarian
- BAsk enough questions to reach a likely diagnosis, then tell the owner what the problem probably is
- CGive only the hospital's hours, location, and fees, without discussing the pet's signs
- DSay you are uncertain whether this is an emergency, and offer an exam for everyone's peace of mind
Show answer
The answer is D.
Why D is right
- Even when the situation does not sound emergent, still offer the exam.
- Along the lines of telling the owner you are uncertain whether this is an emergency and would be happy to see the pet.
- You cannot examine a patient down a telephone line: never make a diagnosis or rule out an emergency over the phone.
Why the others are wrong
- A: rules out an emergency without the animal ever being examined.
- B: makes a diagnosis without the animal ever being examined.
- C: a stonewalled caller is handed hours and prices instead of support and advice.
Full explanation
A phone call is where emergency communication usually starts, and the goal of it is to understand the client's concern, provide support, and offer helpful advice. Two rules govern how it ends. If you believe the pet should be seen, say so definitively, because a definite statement is far more compelling than saying it might be a good idea to bring the pet in. And even when the situation does not sound emergent, still offer the exam, along the lines of telling the owner you are uncertain whether this is an emergency and would be happy to see the pet for everyone's peace of mind. The reason is that you cannot examine a patient down a telephone line: always err on the side of patient safety, and never make a diagnosis or rule out an emergency over the phone. That single rule disposes of the two tempting wrong answers.
Option A rules out an emergency and option B makes a diagnosis, both without the animal ever being examined, and option B is especially seductive because the technician has just taken a history and it feels helpful to say what the problem probably is.
Option C fails from the other direction. Each call creates a first impression of the practice, and a caller who is stonewalled has been handed hours and prices instead of the support and advice the call exists to provide.
Small Animal Emergency and Critical Care for Veterinary Technicians
Battaglia, Steele, 4th edition — chapter 31, page 1049