Authors: César Pazo, Suman Kamath, Dr. Jen Wallace

Veterinary teams aren’t the only ones shaping the client experience. Pet parents also play a powerful role. If you’d like to see how families can advocate for inclusive care, visit our companion piece: Advocating for your pet: how to ensure inclusive veterinary care.

Even the best veterinary care falls short if it doesn’t address the diverse needs of all pet owners. This strategy serves as a foundation for conversations, training, and actionable steps for veterinarians and oncologists, guiding inclusive practices in veterinary care. It explores:

• What does inclusive care mean in veterinary practice?
• How can veterinary clinics recognize and respond to the varied dimensions of client identities?
• What steps can enhance the client experience at every stage of the veterinary journey?

Are you looking to foster inclusivity, improve client relationships, and provide equitable care? Follow this guide.

Why inclusive care matters

Creating a welcoming environment in veterinary care means more than just treating pets; it’s about acknowledging and valuing the people who bring them in. Whether addressing language barriers, respecting cultural backgrounds, or offering financial flexibility, inclusive care directly impacts the quality of service pet owners receive. Understanding this concept will help build trust and make your practice a reliable resource for every client.

In this article, we’ll cover core concepts and actionable steps to improve inclusivity in your veterinary practice. Key considerations include:

➀ Identify and respect diverse client identities. Embrace an understanding of the backgrounds and needs that influence how pet owners experience veterinary care.

➁ Personalize the veterinary journey. Tailor the experience at each step—seeking care, diagnosis, treatment, aftercare, and emotional support—to be accessible and sensitive to the wide range of client needs.

➂ Support the emotional and financial journey. Offer empathy and understanding for the emotional toll pet care can have on clients, with options that support financial and mental well-being.

Inclusive care is about creating a veterinary practice that not only meets medical needs but also fosters a supportive, respectful, and accessible experience for all clients.

Why inclusive care matters in veterinary settings

For many, pets are family, a sentiment that spans cultures and backgrounds. However, diverse groups may encounter obstacles in accessing care. By developing an inclusive veterinary environment, practices not only improve patient outcomes but also foster trust and long-term relationships with clients. Additionally, inclusive care can open avenues for veterinary clinics to reach underserved communities, thus expanding their client base and ensuring a better standard of care for all pets.

Dimensions of identities

Pet owners come from various backgrounds, and those identities influence how they experience veterinary care. Factors like race, language, gender identity, and socioeconomic status shape their access to care. Understanding these dimensions is key to creating a truly inclusive experience.

Consider this non-exhaustive list in mind:

• Race and ethnicity: Refers to a person’s physical characteristics and cultural background, often influencing their experiences and access to resources.
• Gender identity: How someone identifies in terms of gender, such as male, female, non-binary, or other identities.
• Sexual orientation: A person’s emotional, romantic, or sexual attraction to others, which may include heterosexual, homosexual, bisexual, or asexual identities.
• Socioeconomic status: Describes a person’s social and economic standing, often measured by income, education, and occupation.
• Language: Refers to a person’s ability to understand and communicate in a specific language, which can impact their access to information.
• Ability/disability: Indicates a person’s physical, mental, or cognitive abilities, influencing how they interact with their surroundings.
• Age: Refers to the stage in life a person is in, affecting how they are perceived and treated in society.
• Religion and belief systems: Encompasses an individual’s spiritual beliefs or practices, shaping their values and identity.
• Nationality and immigration status: Refers to a person’s country of origin and legal status, impacting their opportunities and experiences.
• Body size: Describes how a person’s physical appearance, especially their weight, influences how they are perceived and treated.

Veterinary pet parent/animal experience

The veterinary experience can be broken down into four stages, each with questions that can guide clinics in fostering inclusivity and addressing client needs holistically.

Step 1: Seeking care

In this initial stage, pet owners seek out a trustworthy clinic that aligns with their values. Here are key considerations for clinics in creating a welcoming first impression.

Questions to ask:

• Do we offer multiple ways to schedule appointments (phone, online, walk-in)?
• Are our clinic’s hours and location accessible to different communities?
• Is our staff trained to recognize and reduce bias in how they interact with clients?
• Do we offer language support for non-English speakers? 
• How do we make first-time clients feel welcome and understood?

Step 2: Diagnosis and treatment

In the diagnosis phase, inclusive care focuses on ensuring that pet owners understand and feel comfortable with the medical information provided.

Questions to ask:

• Are we explaining diagnoses in clear, simple terms that all clients can understand?
• Do we take cultural factors into account when discussing treatment plans?
• How do we ensure clients feel comfortable asking questions about their pet’s diagnosis and treatment options?
• Are we providing resources on non-traditional treatments, such as Turkey Tail mushrooms or acupuncture, to help clients explore safe and effective alternatives if they are interested?
• Are we offering secondary treatments that may ease pain or provide peace of mind without harming the pet, such as acupuncture or other supportive therapies?
• Are we providing any paperwork or written summaries after the visit to explain the diagnosis and treatment options discussed, to help pet parents retain key information from the appointment?

Step 3: Aftercare and follow-ups

Ongoing care requires clear communication and accessible support options, ensuring clients can provide proper care for their pets.

Questions to ask:

• How do we communicate follow-up instructions clearly and effectively?
• Do we provide flexible aftercare support (calls, emails, follow-up visits)?
• Are we considering accessibility needs when providing resources or at-home care instructions?
• How do we track client satisfaction and feedback during follow-up care?
• Are we offering emotional support to owners navigating difficult aftercare situations?

Summary

Inclusive veterinary care is about meeting the diverse needs of all pet owners to create a compassionate, equitable, and accessible experience. Recognizing that pet owners come from a variety of backgrounds and personal circumstances, inclusive care involves understanding and respecting these differences in every interaction and service provided. Key elements of inclusive care include:

➀ Identify and respect diverse client identities: Start by recognizing the different backgrounds of pet owners—whether related to race, language, socioeconomic status, or physical ability. 

➁ Personalize each stage of the veterinary journey: From scheduling an appointment to providing aftercare, consider how each step can be made more inclusive. 

➂ Support the emotional and financial aspects of care: Veterinary visits can be emotionally challenging, especially in critical situations. 

Inclusive care is about creating a veterinary experience that is accessible, respectful, and supportive for all clients, enhancing both pet health outcomes and client satisfaction in the long run.

Resources

• Toby’s Hope Inclusive Care Guide: Practical strategies to help veterinary clinics provide more inclusive, compassionate care for every client. Download here.

• Toby’s Hope non-profit: Supporting pet parents with financial assistance and emotional resources for canine lymphoma care. Learn more and get involved

• Coping with the loss of a pet: This guide from the Animal Cancer Foundation discusses the grief process after losing a pet to cancer and offers support strategies for families. Read more here
• Managing emotions during a pet’s cancer journey: This article by Lap of Love provides coping tips for the emotional challenges of managing a pet’s cancer diagnosis. Explore the resource

• Pet owner resources for canine cancer: Tips on discussing diagnostic tests, consulting with oncologists, and understanding treatment options for pets with cancer. Explore the guide.
• Questions to ask your veterinary oncologist: The Animal Cancer Foundation shares advice on preparing for initial consultations with cancer specialists, ensuring you make informed decisions for your pet. Visit the guide

• Financial assistance for pet cancer treatment: The Pet Fund and RedRover Relief programs help pet owners cover the costs of cancer treatments and other serious illnesses. Visit the Pet Fund | Explore RedRover Relief

• Navigating cannabis use for pets with cancer: A guide for understanding the potential benefits and risks of cannabis-based treatments for pets with cancer. Learn more
• Managing pet pain and chemotherapy side effects: Articles discussing how to identify and address pain and side effects in pets undergoing cancer treatment. Explore these insights
• Communicating with clients to improve care: Guidance on using effective language to build trust, encourage wellness visits, and highlight the importance of preventive veterinary care. Learn more.