Navigating the emotional challenges: the impact of the XL Bully ban on veterinary receptionists

With the XL Bully ban having taken effect from 31 December 2023, veterinary receptionists have found themselves at the forefront of addressing pet owners’ concerns. Beyond the regulatory aspects, the British Veterinary Receptionist Association (BVRA) is looking into the emotional challenges that veterinary receptionists may encounter and the compassionate and supportive role they can play in this transitional period.

This article discusses the impact of the XL Bully ban on veterinary receptionists and how we can navigate the challenges it has revealed.

How is the XL Bully ban affecting veterinary receptionists and how can we cope with it?

Tackling emotion with compassion

Veterinary receptionists have reported a rise in calls from concerned owners regarding their XL Bully and are on the frontline of dealing with distressed owners. A veterinary receptionist’s response to these calls can make a difference by handling an emotional situation with compassion.

Veterinary receptionists have reported a rise in calls from concerned owners regarding their XL Bully and are on the frontline of dealing with distressed owners

Veterinary receptionists should provide an open ear to owners. Through active listening, they can establish the owner’s emotional state and requirements. By acknowledging the emotional impact this ban can have on owners, veterinary receptionists can also help build trust and understanding.

A source of advice: talking owners through next steps

After talking with the owner, a veterinary receptionist will be able to establish whether they are looking to register their XL Bully as exempt or to euthanise their pet. There may also be owners who opt to do nothing.  

Registering an XL Bully

If an owner wants to register their XL Bully, they may be calling the practice for advice on how to do this.

It’s important to know that no member of the veterinary team can categorise a dog as an XL Bully for the purpose of a certificate of exemption – this is the sole responsibility of the owner. However, veterinary receptionists can advise the owner on how to apply for a certificate of exemption and the things that must be put in place before a pet can qualify for one.

Euthanasia and navigating the ethical divide

If an owner decides to euthanise their XL Bully, it is a decision that the veterinary receptionist must respond to neutrally. Receptionists must not try to sway the owner in any way but instead provide a kind and compassionate ear.

Although the decision to euthanise an XL Bully ultimately lies with the practice’s veterinarian, it is likely that veterinary receptionists will be the ones booking in the procedures. Veterinary professionals, including receptionists, may struggle with their emotions as they navigate euthanasia requests. The decision to euthanise an XL Bully, particularly in cases where the animal is deemed healthy, can be emotionally challenging for veterinarians.

If a veterinary surgeon refuses to euthanise an XL Bully, especially one in good health, veterinary receptionists will likely be the ones to explain this to the owner

Receptionists may find themselves at the centre of empathetic communication and conveying the veterinarian’s ethical stance. If a veterinary surgeon refuses to euthanise an XL Bully, especially one in good health, veterinary receptionists will likely be the ones to explain this to the owner. In this case, receptionists should have the name of a veterinarian or veterinary practice that will perform the procedure to hand. Remember, veterinary surgeons do not have to euthanise if it is against their personal and/or professional beliefs.

Financial support

Financial aspects of the XL Bully ban can also be a cause for emotion among XL Bully owners. Veterinary receptionists should make themselves aware of the costs surrounding the ban so they can address financial concerns with clients. This is especially important as they may be asked to outline any applicable fees such as certificate of exemption application or euthanasia fees, including compensation application.

What do I do if an owner does nothing?

It may become apparent that some owners will choose to do nothing and try to “fly under the radar”. In these situations, it is important to know that it is the owner’s decision and responsibility. Veterinary receptionists have no obligation to report a suspected XL Bully to the authorities.

How can veterinary receptionists seek support and advice?

Due to the emotional challenges around the ban, veterinary receptionists should be encouraged to seek support when needed.

Due to the emotional challenges around the ban, veterinary receptionists should be encouraged to seek support when needed

Whether through internal resources, professional networks or counselling services, acknowledging the toll of emotionally charged interactions is important. Mental health first aiders, peer support and organisations such as VetLife can offer valuable assistance in coping with the emotional aspects of the XL Bully ban.

It’s important to also check in with your colleagues, both clinical and non-clinical, as the ban will affect each person differently.

Final thoughts

With the emotional strain associated with the ban, receptionists must navigate conversations with empathy, sensitivity and a commitment to providing support. By active listening, receptionists allow owners to express their concerns and emotions openly while creating a safe space for owners to share their feelings and thoughts.