What Do You Do When a Client Mentions Medication Hours Before a Visit but Does Not Answer Your Calls?

A Pet Sitter’s Dilemma.

Pet sitting is about much more than feeding animals, filling water bowls and taking dogs for walks. Sometimes, the most challenging part of the job is dealing with an unexpected situation when you are already at a client’s home.

And sometimes, all you need is for someone to answer their phone.

A Voice Note With an Important Detail

I had a countryside booking to look after three dogs. The visit was scheduled for 5.30pm. Earlier that afternoon, around lunchtime, I received a voice note from the client via WhatsApp.

She mentioned that one of the dogs needed medication and said I should call her when I arrived so she could guide me through it.

The voice note came through while she appeared to be on the move, presumably heading off to start her weekend plans. I thought nothing more of it at the time. There were several hours before the visit, so I assumed the necessary details would be clarified in advance.

I had no reason to think that getting those instructions would become the most frustrating part of my evening.

When The Routine Comes To a Standstill

I arrived at the property and took all three dogs out together. They were well behaved on the walk, although I still had to pay attention to their leads to prevent from them getting tangled.

We returned to the house, and it was time to get their food ready.

There was just one problem. I had not yet received the medication instructions.

I called the client on WhatsApp. No answer.

I tried her regular mobile number. Still nothing.

I sent her messages and tried calling again. I still I could not get through to her.

Meanwhile, the dogs were waiting for their food, and I was standing there wondering what I was supposed to do next.

I could see a bag containing various items, but I did not know exactly which medication was needed, how it should be administered or what precautions I needed to follow. I was not going to guess.

The situation was becoming increasingly frustrating because I could not simply carry on with my usual routine and finish the visit.

The Problem With Leaving Medication Until The Last Minute

Eventually, the client called me back and explained that the tablet needed to be mixed into the dog’s food.

The only thing was, the dog had already eaten most of his serving.

If you have ever tried to hide medication in a dog’s food, you will know that it is not always as simple as it sounds. Some dogs will eat around a tablet, detect the smell or taste, or lose interest in their food altogether.

By this point, the dog was no longer particularly hungry. I managed to mix the tablet into his food and leave it in his designated feeding area, where the other dogs would not interfere with it.

I also had to consider that this was a relatively new dog in my care. He was still getting familiar with me, and I did not feel comfortable attempting to open his mouth and administer the tablet directly.

I had to work with the situation in front of me and find a practical way to handle it.

What made this particularly frustrating was that the medication instructions could have been communicated well before the visit. Instead, I was trying to resolve everything while at the property, with three dogs to look after and a schedule to maintain.

A Quick Video Could Have Made All The Difference

Even if an owner is busy preparing for a weekend away, a little preparation can make a significant difference.

A quick video sent via WhatsApp could have shown me the medication, explained the dosage and demonstrated how it needed to be given. If the tablet was supposed to be mixed into the dog’s food, I could have planned the feeding routine accordingly.

It would have taken only a few minutes, and I could have watched it before arriving at the property.

Instead, I was left trying to obtain those instructions during the visit, after the dogs had already been taken out and were waiting for their food. Something that could easily have been organised in advance, ended up extending my visit considerably.

What About The Pet Sitter’s Time?

The visit had started at 5.30pm. By the time I finally left, it was 6.50pm.

That was an hour and twenty minutes for a visit that I had expected to take approximately 50 to 55 minutes.

For an independent pet sitter, that extra time matters. There may be another client visit, another journey to make, or other commitments waiting at home.

Of course, the animals’ welfare comes first. I take my responsibilities seriously, and I did not want to leave without establishing what medication was required.

But there is a difference between taking the time needed to care for an animal properly, and losing valuable time because essential instructions have not been provided.

What if I had another booking immediately afterwards? What if I had been scheduled to visit another client who was relying on me arriving at an agreed time?

I could have been significantly late for that appointment through no fault of my own.

A delay of ten minutes can sometimes happen. But an extra 25 to 30 minutes spent trying to obtain essential instructions is a different matter, particularly when other clients are expecting you.

I cannot simply assume that every client will be happy to wait while I resolve an issue at another property. Their time matters just as much as mine.

When Booking Details Change, Communication Matters

When I initially accepted the booking, I was told there would be four dogs, which meant allowing time for two separate 30-minute walks, followed by a feeding. In a voice note on the day of the visit, the client mentioned that one of the dogs had been adopted. I clarified whether I would now be walking the remaining three dogs together, and the client confirmed that I would.

I was genuinely pleased that the dog found a home, but I would have appreciated being informed the previous evening, as soon as the arrangements changed. I was also trying to plan around a potential evening booking with another client who has several pets, including a dog who needs to be taken out and cats who are accustomed to their usual feeding routine. I was concerned about arriving late and disrupting their routine if my earlier visit ran over time.

Thankfully, the other client’s weekend plans changed, and the booking did not go ahead, which was a relief. However, it highlighted why timely communication is so important. As a pet sitter, I have to consider the needs of every animal in my care and allow enough time between appointments. Even when a change is good news, letting me know as soon as possible helps me manage my schedule and honour my commitments to other clients.

What Should Happen Instead?

Medication should be discussed and organised before the pet sitter arrives.

Clients should provide clear instructions covering the medication, the correct dose, when it needs to be given, and how it should be administered. If it needs to be mixed with food, that information matters too, particularly when the dog has a specific feeding routine.

If a pet sitter is expected to call for further guidance, there should also be an agreed plan for what happens if the client cannot be reached.

This is especially important when the pet sitter is caring for a pet who is still getting comfortable with a new person. Administering medication is not something that should be improvised, particularly when the method of administration has not been discussed.

Pet sitters also need to be able to manage their appointments responsibly. We have commitments to other clients, and our schedules cannot accommodate unlimited delays.

Clear instructions before a visit allow us to prepare properly, provide the care the pets need and respect the commitments we have made to others.

A Shared Responsibility

Fortunately, I now know about the dog’s routine, and have a better idea of how to organise the next visit.

But the experience left me thinking about how easily a routine booking can become complicated when one important detail is overlooked.

As pet sitters, we want to provide the best possible care. We want clients to feel confident leaving their pets in our hands, and we want to make sure their pets feel safe, comfortable and properly looked after.

That responsibility does not disappear when communication breaks down. In fact, that is often when we have to think most carefully about what to do.

However, good pet care is a shared responsibility. Clients know their pets, their routines and their medication requirements. Pet sitters need that information to carry out their duties properly.

A simple conversation, or even a short video sent in advance, could have saved time, prevented unnecessary stress and allowed the visit to run as planned.

And that brings me back to the question I found myself asking that evening.

What do you do when a client tells you about medication hours before a visit, asks you to call for instructions, and then does not answer when you do?

It is a situation no pet sitter wants to find themselves in, but it is worth discussing.

Because sometimes, being prepared is not just about having everything you need when you arrive. It is also about making sure the information you need is available before you get there.