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A calmer patient isn’t just a kinder visit—it’s a safer workplace. We sit down with researchers Drs. Gene Pavlovsky and Ellen Everett to unpack new data showing that veterinary teams see decreases in bites and scratches when every staff member completes low-stress handling certification. Partial participation helped culture in pockets, but it didn’t move the needle on injuries. The lesson is clear: safety is a system, not a solo skill.

We trace where stress truly starts, from the parking lot to the waiting room, and why early moments—carrier handling, first touch, body language checks—set the tone for the entire appointment. Gene and Ellen explain how teams identified high-risk scenarios and compare practices that rely on pre-visit medications or sedation to those built on consistent, low-stress workflows. The surprise? More drugs alone did not equal fewer injuries. Instead, shared training and peer accountability turned the tide: a receptionist who redirects a nervous dog to a quiet space, a certified veterinary technician who swaps scruffing for treats and positioning, and a veterinarian who uses “drive-by” sedation for severely fearful patients.

Along the way, we challenge a stubborn myth that heavier restraint makes staff safer. Data and lived experience point the other way—restraint escalates fear, and fear drives defensive aggression. We talk practical tools like Churu for cats, environmental tweaks, and stepwise protocols that protect staff while preserving patient welfare. We also cover the business case: fewer missed days, lower workers’ comp exposure, smoother procedures, and clients who notice the difference and come back.

If you lead a small animal practice, teach vet students, or simply want better outcomes without bruises or burned-out teams, this conversation maps a path from intention to implementation. Subscribe, share with your team, and leave a rating and review—then tell us what’s helped your hospital make low-stress care the norm.

JAVMA article: https://doi.org/10.2460/javma.25.05.0325

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