Veterinary Social Workers Ease Client and Team Burden

Veterinary social workers are being integrated into clinical teams to support clients overwhelmed by a pet's illness and to alleviate the emotional burden on veterinary staff. In an interview with dvm360, veterinary social worker Caroline Cox, LCSW, and veterinary oncologist Dr. Erin Krick detailed the collaborative process and its benefits for both pet owners and the veterinary care team.

Recognizing the Need for Support

Clients often signal distress through body language or indirect statements rather than asking for help directly. Cox notes that a client saying "I just don't know what to do" is a clear sign, but more subtle cues include expressions of guilt, an inability to make a decision despite having all the information, or statements that worry the staff.

Concerning phrases like "This pet is all I have" or I might die without my pet indicate a need for professional assessment. That's a really heavy burden for a staff member without training in assessing the severity of that statement to carry around, said Cox. A social worker can step in to evaluate the client's support system and emotional state.

Facilitating Clear Communication

Effective collaboration between the veterinarian and social worker involves sharing the right amount of information. Krick explained that clinicians initially tended to over-explain medical details to the social worker. It is helpful to know that she doesn't really need to know what medication they were on when the disease progressed and everything else, Krick said. The social worker primarily needs to understand the client's options and current standpoint.

Cox often enters a conversation with a brief history, asking the client to explain the situation from their perspective. This can reveal significant misunderstandings. That can be particularly important when people are really worried and make something a lot worse in their mind than it actually is, Cox stated. She can then clarify with the veterinarian and relay accurate, reassuring information back to the client.

The social worker also acts as a communication bridge, identifying points of confusion. I can go back to the veterinarian and say, 'They're just not getting this one thing. Cox explained. This process ensures clients fully understand their pet's condition and their options, especially for major decisions like end-of-life care.

Supporting the Veterinary Team

Social worker support extends beyond client care to directly benefit the veterinary team. Cox emphasized that social workers are accessible for non-crisis situations, helping teams manage cumulative stress. It might not be one particular case. It could be, 'I need to talk about the fact that this is really weighing me down,' she noted. An outside perspective can help staff identify sources of burnout and discuss potential solutions.

Krick highlighted how this support allows the medical team to focus. Incorporating a social worker into some of these conversations also gives the veterinary care team a little bit of a break and a reset to focus on the medical aspects of the case, she said. It prevents veterinarians from becoming overly mired in the emotional aspects of client interactions for which they lack formal training.

Also, social workers can boost team morale by relaying client gratitude that may go unspoken during stressful appointments. Cox often shares positive client feedback with the team, reminding them their work is valued even when a client is under significant duress.

Building Support Without a Social Worker

For practices without a dedicated veterinary social worker, Cox recommends seeking external training and compiling resource banks. Some social workers offer short-term contracts to teach staff how to recognize clients in need and where to refer them. Having a list of local mental health resources, support groups, or helplines to offer clients is a key first step in providing support beyond medical care.