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Service dog sitting next to patient in wheel chair.

What to Ask (and Not Ask) When a Service Animal Walks Into Your Practice

When a patient brings a service animal to the practice, the situation can be potentially baffling to staff. It’s understandable if practice staff feel apprehensive about what to do next or wonder what the correct questions are to ask and what questions are to be avoided. As this situation seems to be increasingly more common in dental practices, it could be easy to say or ask the wrong thing.

Importance of Clear Protocols

Clear protocols are essential to ensure the safety of everyone involved and to allow dental treatment to proceed smoothly and efficiently. These guidelines help create a supportive and well-organized environment.

Appropriate Questions to Ask

First of all, you may ask the patient if the animal is a service animal, as opposed to a pet or an emotional support animal. You can appropriately ask what tasks the service animal is trained to perform and whether it is required due to a disability. Asking if the animal is housebroken is also a great and necessary question to ask.

Questions to Avoid

Do not ask the following:

  • For a certificate or paperwork that states that the animal is bonafide as a service animal.
  • The patient to make their service animal demonstrate what it is trained to do.
  • The patient about their disability, as this violates their privacy.

Avoiding Interaction

As tempting as it may be, staff should not interact with or pet the service animal, as that is often a signal to the animal that they are now “off duty.” It should not be distracted from its important work.

Considerations for Comfort

Staff should consider where to situate the service animal comfortably during the patient’s treatment. This placement ensures it can do its job without disrupting the practice’s staff.

Accommodating Their Needs

Staff must prepare to accommodate the service animal’s needs. They may need to provide water or a place to relieve itself. Kind communication with the patient about their service animal’s needs is an example of great customer/patient care.

Ensuring a Positive Experience

By understanding its legal obligations, a dental practice can ensure that the patient, service animal, and dental staff have a positive experience.

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Compliance Law, Dental Law, Modern Practice Solutions, Service Animals