Groom’d: Communication Is Key When A Pet Is Injured While In Your Care

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Micah Kohles, DVM, had a packed crowd for his “What to Do When a Pet Injury Occurs in Your Salon” session. Injuries are inevitable when it comes to grooming pets, which is why it is so important to protect yourself by always documenting what happened, no matter how big or small the injury is.

Before calling the pet’s owner to explain what happened, it’s important to document the incident first. This should be done as soon as the injury occurs, while the details are still fresh in your mind. One recommended approach is the SOAP method, which provides a simple structure to ensure all important information is properly recorded.

Subjective: Start by documenting what you can observe through a visual and physical overview of the pet. For example, if you caused a laceration, describe what it looks like and where it is located.

Objective: These are the measurable details of the injury. Note the size and appearance of the wound and any care you provided.

Assessment: Organize the who, what, how, when and where. Document everything that happened before, during and after the injury occurred.

Plan: Outline steps to prevent future incidents, including any new safety protocols to implement.

Only after this documentation is completed should you call the owner to explain what happened, Dr. Kohles, said. Having these details recorded can help you clearly communicate the situation while expressing remorse professionally.

Most importantly, the person responsible for the injury should follow up with the owner within the next few days to check up on the pet. This is crucial to building trust and keeping the relationship with the owner and the pet.

Read more PETS+ coverage of GROOM’D 2026.