Dr. Ernie Ward

Face mask police? What if clients refuse to wear masks during veterinary appointments? How can clinics encourage or require clients to wear face masks during visits?

As the COVID-19 pandemic persists, people are being urged to wear protective face masks. Several states and cities are issuing fines for adults who refuse to don a face-covering in public. An increasing number of US retailers, including Costco and Whole Foods, are requiring shoppers to put on masks before entering their stores. But what about veterinary clinics?

Let’s review some of the emerging issues regarding potential COVID-19 infection from our clients, protocols and tips to encourage pet parents to wear face masks, and why it may be necessary for owners and managers to become the “face mask police” in order for you to protect your staff and other clients.

Face Mask Friction

There have recently been several high profile news stories in which shoppers refused to wear a face mask resulting in tempers flaring and even a few violent confrontations. 

These stories highlight the emerging tensions between those who believe wearing face masks is in the best interest of protecting public health and those who believe it is an infringement on their personal liberties.

As veterinarians and business owners, it is our legal responsibility to ensure safe work environments for our employees. How can we balance the safety of our staff while being respectful to clients? If we believe “the customer is always right,” does that extend to infectious diseases? 

Protect your Staff

The first and most important step is to protect your team from potential infection. I believe veterinary clinics may need to increase their team’s PPE to include eye shields and plexiglass barriers if research supports more airborne transmission or if we continue to see spitting or coughing attacks on employees. Tragically, this is now a reality when dealing with the public. A London subway employee recently died after being spat and coughed on by a man claiming to have COVID-19. Veterinary professionals: Protect your people as well as pet patients. 

Cloth Face Mask and PPE Protocols

If you’re relying on cloth face masks due to shortages of N95 respirators, be sure to create proper disinfection protocols.

Frequent washing or changing, proper fit and wear, and availability are basic requirements for veterinary staff PPE.

I’ve been told Purdue University veterinary hospital is requiring staff to change their cloth masks every three hours. That sounds like a good idea to me. I would add that changing PPE after work breaks or meals is also an excellent suggestion.

Your clinic’s PPE protocols should extend to any individuals or organizations that may use your facility. For example, make sure groomers or trainers who sublease or share space are properly using PPE as well as pet adoption, rescue, and charity groups. 

What about Bathrooms?

What about public access to bathrooms in your veterinary clinic? Research shows bathrooms appear to be super-hotspots for SARS-CoV-2.

If your lavatories are accessible by your clients, be sure you have strict disinfection protocols in place.

Yes, this means cleaning the entire bathroom after each use. No, this isn’t going to be easy. If your bathrooms are off-limits to your clients, be sure to include this in your communications so they can properly plan their potty breaks. Their bladders thank you.    

How to Ask Clients to Wear a Face Mask in your Clinic

Next, let’s talk about asking pet parents to wear face masks any time they must enter your clinic. The first step is to start communicating with clients about what they can expect when they visit your clinic. While curbside service works some of the time in certain situations, I don’t see this as a sustainable long-term solution. 

Explain the steps clients need to take during upcoming appointments in emails, social media posts, and even on postcard reminders. Be sure your staff clearly communicates how clients need to prepare and what to do when they arrive during appointment scheduling. Consider a reminder text or email 24 hours before each appointment to eliminate any face mask or hand sanitizer surprises.

Make Face Masks Great Again

Consider a contest for clients who wear the most colorful or animal-themed face masks. Post on your social media the creative face masks your clients are wearing to make it more fun and inclusive. The goal is to make pet parents comfortable and feel that it’s normal and everyone is wearing a cool mask when visiting their vet. Let’s make face masks great again. 

What if a Client Doesn’t Have a Face Mask?

What if a client doesn’t have a face mask? Will you offer loaner masks? Ideally, you’d have a fresh face mask available if a client forgets. You can help diffuse any anxiety and make it more enjoyable by offering a selection of different colors, patterns, or pictures. A bulldog, pirate, or rainbow mask might soften an otherwise short-tempered client. Human face masks could be the new doggie bandanas.

To help avoid and minimize your reception staff from serving as the “face mask police,” consider having this array of loaner masks on a table in your entryway. Post signs stating, “Do you need a protective face mask? Borrow your favorite one here!” If a client forgets or ignores this request, often a gentle nudge toward a table full of fun choices can avoid a confrontation.

What if a Client Refuses to Wear a Face Mask?

What if a client still refuses to wear a mask? This is why planning and role-playing are essential elements of any successful business practice.

I encourage every veterinary team leader to give thoughtful and informed consideration into how you’ll handle a potentially contentious - and infectious - situation.

I believe we’ll see more cities and states require face masks in public over the next several weeks, making this less of an issue for individual businesses. But still, be prepared by planning and practicing now. 

The Challenging One in a Thousand

Still, despite official rules and warnings, some clients will challenge wearing face masks. In these instances, you may be forced to protect your staff more than pleasing a customer. I consider this situation similar to clients who threaten or use harassing language, refuse to pay, or demand euthanasia that my veterinarians deem unnecessary; we can’t be their veterinarian. My business philosophy has always been to protect my staff first while being courteous and respectful to my clients. With the COVID-19 pandemic, requiring that everyone wears face masks may protect lives.             

Most Pet Parents Want to Keep Everyone Safe

I believe the vast majority of pet parents will be more than happy to help keep veterinary professionals safe when they visit. I believe the few who might be reluctant to wear a mask will comply if you make it fun and present it in a non-threatening manner. The half-a-percent who want to make a political stand in your clinic will need to do it elsewhere. 

We’re a long way from this pandemic being over.

This is the right time to do the right thing for our staff, our clients, and the animals we love. 

Take time now to invest in developing strategies and protocols to keep your staff happy and healthy, and you’ll see greater team morale and loyalty for years to come.