While doing their jobs to the best of their ability in challenging conditions, many veterinarians in New Zealand and across the world often face the firing line from emotional pet parents. When the health of pet dogs and cats is at stake, owners’ words and actions can get unintentionally heated.

Pet insurance specialist PD Insurance recently ran a survey amongst its customers, and one area of questioning related to the shortage of experienced vet staff.

Despite being under plenty of pressure with these shortages, plus rising costs and long hours, the country’s animal health practices are still doing a great job, says COO Michelle Le Long.

“That’s reflected in the 76% of our 2,000 research respondents who haven’t found it difficult to get a vet appointment in the past 12 months,” she says. “We know vets deeply care for animals – for most that’s why they enter their profession – and they are doing everything possible to provide their best care in what can be a stressful working environment.”

The remaining 24% of respondents noted challenges in getting appointments, vet clinics closing, shorter appointments and higher prices.

Vets speak out about the challenges

Veterinarians from two of PD Insurance’s partners, Healthy Pets NZ and Dogs NZ, agree that these are challenges the industry faces.

Dr Cath Watson, Chair of Healthy Pets NZ, says New Zealand is facing a skills shortage of vets and has been for some time. She has personally experienced the frustration from emotional pet owners, which has usually been related to finances, a less than ideal outcome or unrealistic expectations from the pet owner.

“A veterinary clinic is often a highly emotionally charged environment,” she explains. “We have patients who can’t talk, who are often very unwell or badly injured and may be very scared, so are potentially displaying difficult behaviours. Their owner is scared too, with their own intense emotions clouding their ability to communicate well. It can be a very turbulent environment.

“All this makes communication from their vet and support staff super important, however, sometimes it is very hard to get a clear message through when emotions are running high.”

Watson emphasises the important of vets practicing self-care during challenging times. She also stresses the need for clear and frequent communication with clients regarding costs – something that’s covered here in her conversation with Vet Lifeskills founder Dr Meg Irvine.

Constructive issues resolution the answer

Watson says financial discussions are much easier when the client has pet insurance. “It makes the best treatment available a more likely option if euthanasia isn’t the most appropriate option for the pet regardless,” she explains.

“We are all genuinely trying to do our best, but sometimes it just isn’t enough, and we feel the pain too. Go easy and be nice, please.”

Rhea Hurley, Canine Health and Welfare Officer at Dogs NZ, says veterinarians are on the long-term skill shortage list on the NZ immigration page.

“Unfortunately, clinics are understaffed, wait times have increased, more people have pets since COVID and fixed costs are rising,” she shares.

Having experienced the frustration from pet owners as a vet herself, Hurley says, “Aside from the worry over their pets, clients may be coping with external stressors such as financial, employment, relationship, and health issues. It may also be they have experienced a long wait, a larger bill than expected or loss of a pet, and that frustration or anguish can cause them to lash out at clinic staff.”

Hurley mentioned that some veterinary staff find value in debriefing with their teams because “experiencing challenging situations can be tough and having support is crucial. Seeking professional insights on handling such situations can be beneficial.”

Patience with pressures

Hurley urges pet parents to realise veterinarians and their staff joined the profession because they love animals.

“Please be patient,” she implores. “If you have genuine concerns, take a moment and try to communicate your issues constructively. Please do not take to social media. Veterinary staff take these incidents to heart and may end up with compassion fatigue, burnout, or even leave the profession.”

Media contact 

Leandri Smith – The Mail Room 
027 365 9003 | [email protected]