My visit to the vet in Sumter: A COVID-19 new normal?

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The new normal doesn't settle well in my gut when it comes to taking my pet to the vet.

On Tuesday, I had to take my cat, Max, to a local veterinarian clinic for a checkup on some issues she was having, but it wasn't what I was expecting for a first-time visit since I moved to Sumter.

The Palmetto Veterinary Clinic went above and beyond to reduce the spread of COVID-19 and continue caring for local pets with a drop-off, pick-up clinic.

Normally, a pet owner would be able to stay with the pets and hold their paws as they go in for an examination, but the coronavirus has put that to a halt. Now, pet owners have no choice but to put all their trust in their vet and hope their pets behave for them behind the closed doors.

"We're still trying to get used to it," said Michelle Smith, manager at Palmetto Veterinary Clinic. "The hardest part is because we're not having the one-on-one communication with the clients."

To practice social distancing, clients now have to communicate over the phone with the veterinarian as they wait outside the clinic.

Smith has been in this practice for more than 20 years and is used to sharing meaningful face-to-face interactions with her clients, but now she's unable to have that one-on-one experience with them.

"Personally, the only thing that's really affected me is I like having client communication, and I don't have that right now," Smith said. "We're not having a lot of contact with human beings."

Smith said they started using this new social distancing strategy on March 23.

Being my first time taking Max to a veterinary clinic on my own, I was skeptical about the situation. She's not the most adventurous feline, and to let her go into a strange place surrounded by strangers made me feel uneasy. She can't even step out of the house onto the balcony without scurrying away, let alone go into a veterinary clinic.

When I arrived at the clinic, I was told to call and let the workers know I was there. They then sent out Veterinary Technician Amber Rogers, who wore gloves and a face mask, to give me paperwork to fill out before taking Max in for an examination.

For new clients, Smith said they're only taking four new clients a day - two in the morning and two in the afternoon - as appointments are taking twice as long with phones being busy between others making appointments, doctors talking to clients and clients having to make payments. The staff would usually see 20 people in the afternoon, but now they only see about 10.

"We can't accommodate as many as we normally do because we don't have the manpower to do it," Smith said.

Once I completed the paperwork, Rogers opened my car door to take Max inside without me. I was told to wait for a phone call from the doctor.

"Unfortunately, the clients aren't able to meet the doctor if they're new, but they at least get to talk to them on the phone," Smith said.

As I waited, I thought to myself, "How is this the new normal?"

I was waiting for a stranger who was alone with my pet to call me for an update on her health and well-being.

After about 20 minutes, I received a call from Veterinarian Alexa McClary, who said Max was in good health, but she needed some medication for her ears as well as an allergy injection.

"Hopefully, we'll meet in person one day when everything gets back to normal," McClary said before ending the call.

Not too long after, I got another call from the clinic to pay for the visit over the phone. It wasn't until after I paid that they would bring Max back out to my car, which I understand because people could drive off without paying, but it felt like my cat was being held hostage.

After paying, Rogers eventually came back out the door with Max in hand. She then instructed me how to use the medicine and gave me a brief summary of Max's visit.

It was strange not being able to put a face on most of the workers at the clinic. Even Rogers' face was hard to make out as she wore a face mask for her own protection.

The new normal will take a bit of getting used to, but it was good to know that there are people out there still caring for the public in whatever ways they can. Like McClary said, hopefully we'll get to meet someday face to face.

Shelbie Goulding is a born-and-raised Hoosier from Northeast Indiana who covers cops and courts, local government and general assignment beats. She joined The Sumter Item in 2019 after graduating from Kent State University with a bachelor's degree in journalism. To reach her, email shelbie@theitem.com.