Behind the Scenes of a Veterinary ER

Behind the Scenes of the ER

by Megan McGinnis, Technician

The following blog has been written to answer the most commonly asked question at animal emergency rooms as well as give owners some helpful advice that will allow the veterinary staff to provide the best possible care in an emergency situation.

The number one question asked by owners is: “Why do you take my animal out back and what happens back there?”

On occasion, we may request permission to take your pet “out back” to be examined by the doctor while you fill out paperwork. The technicians may ask this for several reasons.

1.    The technician feels that your pet needs immediate medical attention that cannot be provided in an exam room.

2.    It may be that the lobby is loud and causes your pet stress. Let’s face it: emergencies are scary for both owners and their pets and when pets are scared they sometimes bite and scratch. Additionally, since pets can sense their owners’ nervousness, and sometimes feel a need to protect them, it is often safer for both the owner and the staff to initially examine a pet away from them.

3.    In addition, sometimes the doctor likes to examine a pet before meeting the owners so they can first focus solely on the pet’s exam and then be able to give all their attention to the owners.  

The staff understands that some owners feel a strong desire not to be separated from their pet and we make every effort to work with owners, but also remember that the staff does this job because they love animals and would never do anything to hurt them!

For the person bringing in the pet:

Be as honest and as thorough as possible. We cannot express how important this is for the health of your pets. In order to properly treat any patient, it is imperative that the staff has as much information as possible. If there is a possibility that your pet ingested a toxin, a prescription medication or a recreational drug, for example, it is critical to tell the staff. Different medications are treated differently based on what effect the drug will have on your pet. Animal hospitals are not law enforcement and have no interest in reporting owners. The staff’s only concern is helping the pet through its medical emergency.  In most cases, withholding important history or information will only harm your pet by prohibiting the doctors from properly treating them.

Also, it is very helpful to us when the person who brings the pet to the hospital is able to provide a thorough history of the pet’s problems such as: when the problem started, if he/she has gotten worse since it started, any current medications, current diet and/or recent changes in diet, any history of trauma, changes in the environment, etc.

If a pet is brought in by a pet sitter or anyone other than the owner, it is helpful for us if the owner is contacted ahead of time or is available by phone in order to get as much of this information as possible. A list of current medications is critically important because when the doctors prescribe medications they check the compatibility with all of the ones your pet is already taking. Lastly, if you remember any additional information once you get home, or find anything unusual, such as a chewed up pill bottle, please do not hesitate to call back and to notify us.

Please be patient.

Just like in a human ER, emergency veterinary hospitals do not work on an appointment schedule. Instead, nearly everything we see is on a “walk-in” basis (although a phone call ahead of time whenever possible is helpful!)

“When it rains it pours” is a saying that usually proves true at most pet emergency rooms.  If you happen to show up at a busy time, please remember that the staff always triages the most critical patients first. Triage is defined as the sorting of patients according to the urgency of their need for care. Several different considerations go into determining this order, including a patient’s vital parameters, heart rate, respiratory rate and effort, gum color, temperature, blood pressure and mental status. If any of the vitals are alarming, if the pet’s neurological state is inappropriate, if they are actively bleeding, having trouble breathing, or having a seizure, they move to the top of the triage list.  We understand that this can be frustrating to owners, especially for those who have been waiting for a while. The staff takes all emergencies seriously and we don't ever want owners to feel as though they or their pet are not important to us.  The staff does its best to see all patients in a timely matter and we make every effort to keep lines of communication open regarding wait times, and the reasons for any wait.

Remember to be kind to the staff.

The Technicians and Client Service Representatives are very aware that being in the animal emergency room is stressful and overwhelming, both medically and financially! The staff is here to help guide you through that troubling time and to be supportive however possible. For hospitalized patients, the Technicians are the ones carrying out the Doctors’ orders, working hands on with your pet all day and all night. They are always willing to give extra love and cuddles when necessary to make your animal feel more at home. The staff really treats your pet as if they were their own while they are here. Staff members often stay late, routinely volunteer to pick up needed supplies from other facilities, make their animals available to donate blood, and have even been known to buy things out of pocket to help patients feel at home. On days off the Doctors and Technicians often call the hospital to check on all of the patients they have worked with to see how they are doing. We recognize sometimes it can be easy to forget when owners are frustrated, scared, and emotional, but the staff does work very hard to help out owners and pets alike.   

Of course, the emergency room is ever changing and this article does not cover all topics in all emergency rooms. These points are just to help owners and pets to prepare for emergencies and give some guidelines of what to expect.  Hopefully, you find this article helpful and informative. Remember, emergency room staff are here to serve you and your pets and help lessen the stress anyway we can.