For you, this might be the two hundred and fiftieth case of laminitis. For your client, it is often a first time confrontation that concerns their dearly beloved horse.
Never loose your empathy. An overly theoretical explanation of what is happening at the cellular level in the hoof may appear cold hearted. The horse is more than just a case.
Mind your words, especially when children are present. Adults are more able to understand the seriousness of the situation and to put it into perspective than a young girl who sees her pony is very sick. However, do remain realistic. Don’t say it will be all right until you are almost certain.
Positive reinforcement supports the owner to faithfully keep on soaking the hay, walking the horse, administering medications or treating complications.