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For many veterinary practices, feline patients make up a smaller portion of their caseload than dogs. Yet, according to the American Veterinary Medical Association, there are more households in the United States with cats than dogs. One of the biggest barriers to seeing more cats is communication—both in how we engage with cat owners and how we address their concerns.

If your practice wants to increase cat appointments, improve compliance, and build stronger relationships with feline clients, mastering communication with cat owners is key.

Acknowledge Owners Fears and Address Barriers to Care

We all know many cat owners avoid vet visits due to the stress it causes their cat—and themselves. They may struggle with getting their cat into a carrier, a stressful drive, the fear of their cat’s reaction at the clinic

Veterinary teams should proactively educate cat owners on low-stress travel tips when confirming appointments. Little things like leaving the carrier out year-round so it’s not associated with a negative event, using pheromone sprays or treats to create a calmer experience, and covering the carrier with a blanket for a sense of security do wonders in alleviating stressors.

By providing practical, actionable advice, you position your clinic as feline-friendly and a trusted resource—not just a place for vaccines and checkups.

Make It Easy to Book Cat-Specific Appointments

Many cat owners assume vet practices are geared toward dogs. To create a more feline-friendly experience, consider implementing cat-only appointment blocks or separate waiting areas.

Communicate these options clearly by posting on your website and social media to highlight your commitment to cat-friendly care. You can also send targeted e-mail campaigns to make sure cat owners know about your new feline-forward options.

Also, make sure your team is asking about any cats living in the house when owners call to make appointments for their dogs. You never know who’s been hiding from the vet all these years!

Focus on the Cat’s Well-Being

Unlike dog owners, cat parents often don’t see their pets as “patients” until there’s a visible problem. Many believe if their cat is eating and sleeping, they’re fine. Educate them on subtle signs of illness through things like infographics in exam rooms (e.g., 10 Signs Your Cat May Be in Pain”) or handouts/links on feline health and wellness.

By shifting the conversation from “your cat needs a checkup” to “regular exams help prevent painful diseases like kidney failure,” you engage their emotions and increase compliance.

Train Your Team in Feline-Specific Communication

Not all pet owners communicate the same way, and cat owners often need reassurance that their pet is in good hands. Your team should use gentle, cat-friendly handling techniques to reduce stress and narrate what’s happening during the exam to reassure owners. It’s also beneficial to give owners a voice—ask about their cat’s behavior at home and validate their concerns

A team that demonstrates patience, empathy, and expertise in feline care will build strong relationships and encourage repeat visits.

For the cats, say things like:

“Let’s take things slow.” which encourages a calm approach instead of sudden movements.
“This is a cozy spot just for you.” when guiding a cat to a soft blanket or warm towel.
“I’ll give you a minute to get comfortable.” allows the cat time to adjust before handling.
“Let’s take a break.” if the cat is stressed, stepping back can help reset the experience.

For cat owners, say things like:

“We want your cat to feel safe and comfortable here.” which sets a positive tone.
“If your cat prefers, we can examine them in their carrier.” which reduces fear by allowing familiar surroundings or, “Feel free to bring a blanket or item from home to help them feel more at ease.”
“Would your cat prefer treats or a quiet approach?” lets the owner help guide the visit.
“Your cat did great today! We love seeing them!” reinforces the experience and invites them to come back.

Market Your Cat-Friendly Approach

Even if your practice is already great with cats, cat owners won’t know unless you tell them. Promote your feline expertise through Google Business and website updates highlighting Fear-Free and Cat-Friendly certifications. It’s also important to feature cat success stories, wellness tips, and behind-the-scenes videos of your staff handling cats gently, as well as the obligatory cute kitten photo ops.

By addressing barriers to care, improving your messaging, and training your team in feline-friendly communication, you can attract more cat owners and strengthen your practice’s reputation as a go-to resource for feline health. Start implementing these strategies today, and watch your feline patient base grow!

Written by Meghan Bingham, CVPM