The euthanasia of a beloved pet is one of the most emotionally charged experiences a pet owner can face. While many families find comfort in a peaceful, compassionate process, others report distress due to unmet expectations or miscommunication. From a study asking pet owners how they define a good death, we learned what equaled a difficult one. Below are the most common complaints pet owners express regarding pet euthanasia.
Poor Communication
One of the top concerns involves insufficient information from veterinarians about what will happen during the procedure. Owners often say they were not prepared for their pet’s physical reactions, such as twitching, vocalization, or agonal breathing, which, although normal, can be distressing if not explained beforehand. CAETA recommends describing such things but to keep things in a simple manner to avoid overwhelming the client. Others complain about vague explanations of costs, aftercare, or the timeline of the process.
In a recent study out of Sweden, complaints to the veterinary disciplinary board were most related to miscommunication about the euthanasia procedure. Here in the US, this is what I hear most commonly from colleagues. Clients become upset when they feel a disconnect during the appointment and aren’t sure what’s going on, or worse, feel that their pet is struggling in some way. Good, open, and honest communication with the intent of relieving fear of the procedure is of great help to clients.
A Perceived Lack of Empathy
Because this is such a sensitive time, pet owners are highly attuned to the tone and demeanor of the veterinary team. Even subtle signs of impatience or formality can be interpreted as cold or uncaring. Common complaints include staff appearing rushed, using clinical language rather than compassionate words, or failing to acknowledge the owner’s grief. Owners often want reassurance that their pet was treated with respect, and when they do not feel this was provided, the memory of euthanasia can remain painful. Some statistics have been shared around over the years indicating that as many as 40% of pet owners do not return to the hospital where their pet died, attributed in large part to the lack of empathy they perceived. CAETA will hopefully be studying this issue soon and give advice to hospitals looking to preserve these relationships.
Environment and Atmosphere
The setting plays a significant role in how owners perceive the euthanasia experience. Many complain about having to say goodbye in a sterile exam room, sometimes with other clients nearby. The presence of noise, interruptions, or time constraints can feel disrespectful. A lack of privacy, dim lighting, or comfortable seating is often cited as making the experience harder. Home euthanasia services have become more widely available, giving pet families the opportunity to say goodbye in the comfort of home. CAETA has written numerous blogs on the benefits of hospital comfort rooms and how to offer home services.
The definition of companion animal euthanasia tells us that pet owners want the option to remain present for the entirety of the procedure. This greatly affects their experience. Being forced to leave or be separated when their pet is brought back to the treatment area, for even a few minutes, can add emotional pain. They want to be together. This was such a strong finding from a 2023 study that the concept was added into the definition: The proper use of technique to end the life of an animal with minimal to no pain or anxiety, best facilitated through the use of sedatives/anesthetics, that allows the informed pet owner to remain present for the entirety of the procedure.
Aftercare Sensitivity and Guarantees
Aftercare services like cremation, aquamation, and burial are regularly outsourced to aftercare companies to care for deceased patients. Owners have reported mistakes in cremation services, delays in receiving ashes, or doubts about whether they truly received their pet’s remains. Fortunately, most aftercare companies do an amazing job at caring for pets and providing what clients expect. Sometimes, however, there are issues with memorial products like paw prints or fur clippings, and serious mistakes can happen, such as misplaced bodies or lost ashes. In my experience, these issues are few and far between, but they do happen. Veterinary teams will want to form strong relationships with all aftercare services in their community, to most importantly understand what they offer, but also to be better prepared to address complaints if they occur.
10 Ways to Reduce Pet Owner Complaints During Euthanasia
- Help them to preplan
- Establish rapport
- Find common ground
- Narrate the process
- Allow loved ones to remain for the entirety of the procedure
- Perform a smooth euthanasia
- Provide a non-clinical feel to the appointment
- Encourage questions and dialogue
- Offer empathy and compassion
- Use strong communication skills
Conclusion
While complaints are hard on everyone, I hope you are pleased to know that most complaints about pet euthanasia stem not from the procedure itself, but from communication gaps. What matters is that the animal had a good death, which was the goal. At the end of the day, this is what pet owners want more than anything else: to know their pet died peacefully. If we can get behind increasing communication before, during, and after euthanasia, and increase sensitivity during such a sad time, owners are sure to feel better supported. By improving transparency, empathy, and follow-up care, veterinarians and staff can significantly reduce complaints and help pet owners remember their pet’s final moments as peaceful and compassionate.
References
Adams, C. L., Bonnett, B. N., & Meek, A. H. (2000). Predictors of owner response to companion animal death in 177 clients from 14 practices in Ontario. Canadian Veterinary Journal, 41(4), 241–246.
Berg, C. and Vickers, H., 2024. Complaints to the veterinary disciplinary board related to the euthanasia of animals. Frontiers in Veterinary Science, 11, p.1480106.
Dickinson, G. E. (2018). Pet loss, grief, and therapeutic interventions. Routledge.
Kogan, L.R. and Cooney, K.A., 2023. Defining a “Good Death”: Exploring veterinarians’ perceptions of companion animal euthanasia. Animals, 13(13), p.2117.
Shaw, J. R., Adams, C. L., & Bonnett, B. N. (2006). What can veterinarians learn from studies of physician–patient communication about veterinarian–client–patient communication? Journal of the American Veterinary Medical Association, 229(9), 1394–1400. https://doi.org/10.2460/javma.229.9.1394
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