Outstanding leadership, compassion shown to a client, more than just money to our vets!

Richard Sanderson
Vet
Sanderson Vet

The context

We have a client who has experienced an incredibly difficult year. One of her dogs developed a tumour and required a mandibulectomy. Shortly afterwards, her other dog became unwell and needed emergency surgery to treat an abscess on her side. Again whilst undergoing the continued care for her dog with cancer. Alongside managing the complex needs of her own pets, the client works for a rescue organisation and travels extensively across the country. The cumulative emotional and practical demands of caring for both dogs, while continuing with her work commitments, became increasingly overwhelming. She reached a point where she was struggling to cope and booked an appointment to have both dogs euthanised. The client is extremely head strong and will not just listen to anyone.

The action

Despite having a full list of consultations, Richard ensured the client and their dog received the support. He arranged for the dog to be taken into the kennels while a team member who knew the client accompanied them to the administration office, made them a drink and provided a quiet, supportive space. Once his consultations were finished, Richard joined them and listened as they shared how overwhelmed they had become, and could not bear the thought of losing their dogs. He gave them several hours to express their feelings without judgement, allowing them to gradually calm down. Recognising their emotional exhaustion, Richard offered to have both dogs stay at the clinic over the weekend, giving them time to rest. Although they declined, his patience, compassion and willingness to help demonstrated exceptional leadership and a genuine commitment to the client’s wellbeing.

The ripple effect

Richard demonstrated exceptional leadership, compassion and understanding, not only towards the client but also by setting a positive example for the rest of the team. The client later sent an email expressing their gratitude, explaining that Richard’s actions had saved their life. His support gave them the opportunity to step back from the overwhelming situation they were facing and spend the first weekend in a long time simply being with their dogs, without the immediate fear of losing them. The client expressed how much this meant to them and how deeply they appreciated the compassion and kindness shown during one of the most difficult periods of their life. The impact of Richard’s actions went far beyond that single interaction, providing the client with reassurance, comfort and the time they needed. They shared that this level of care and understanding would always be remembered.

Voting opens 13 November.