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How Feline Nurses Build Trust with Fearful Cats
Cats don’t respond to distress and anxiety the same way dogs or people do. Their signals can be subtle, uncertain or easy to miss, which is why our feline nurses play such an important role in ensuring every patient feels safe. Trust isn’t something we can rush. We have to build it slowly through calm, consistent care and a willingness to let the cat set the pace.
At Cat Specialist Services, our nursing team are truly cat-obsessed. They’re the real cat whisperers, and they’ve spent years refining their clinical skills specifically for our favourite animals. To learn more about forming stronger connections with feline patients, we spoke with nurses Shannan Healey and Shelley Windle.
Shannan Healey
Listening to body language
For Shannan, safety begins with choice. She spends time having calm, uneventful interactions, often just saying hello or giving a gentle pat without it leading to any treatment. These moments show the cat that not every approach will end in restraint or discomfort. As she explains, “allowing them to give and remove their consent for things as often as they like without forcing any interaction faster than they’re comfortable with” helps reduce fear and build trust. Letting the cat lead each interaction is what helps them start to feel safe.
Reading body language is central to her approach. She pays close attention to how cats respond to sound, touch and movement, noticing whether they look away, hide or stare with wide eyes at an oncoming hand. Each of these small responses helps her judge how ready they are for communication and how to proceed safely. By recognising these cues, she can tailor her handling to the individual cat and prevent unnecessary stress.
Trust takes time and, often, medication
Patience is definitely a virtue in our line of work. Shannan emphasises the importance of moving slowly so the cat has time to predict and respond to what she is doing. She gives them the chance to watch, investigate and decide when they are ready for contact, perhaps by letting them sniff her hand before offering a gentle cheek scratch. When a cat is defensive or withdrawn, Shannan adapts her handling to suit their comfort level rather than expecting them to meet hers.
Even so, patience alone is often not enough in a clinical setting. Cats in hospital are unwell, and time is not always on our side. “You cannot rush cats, and you definitely cannot rush them when they have no anti-anxiety medications on board,” Shannan explains.
Because we cannot tell them they are safe or explain what is happening, it’s not surprising that they can be frightened. Medication such as gabapentin can help ease that anxiety and discomfort, and make it possible to provide treatment calmly and with as little stress as possible.
Shelley Windle
The perfect environment
When asked about working with a particularly anxious or fearful cat, Shelley talks about a lovely big boy who arrived after already visiting two other clinics that day. By the time he reached CSS, he wanted no handling at all and reacted to every attempt at care. Our environment was pivotal in helping him calm down. “We are so lucky in our cat-only hospital that we have a quiet place to allow them to settle and adjust,” Shelley says. With privacy, a covered cage, a hiding box and a small dose of gabapentin, his fear began to fade. Within a day, the same cat was relaxed, affectionate and rolling over for belly rubs.
To gauge patient comfort, Shelley pays close attention to the smallest details. She uses the ‘grimace scale’, which requires reading facial and body cues that reveal how a cat feels. Ear angle, muzzle tension, eye shape, tail position and vocal sounds all tell part of the story. The outcome will guide how she adjusts her handling and environment to keep each patient calm.
Earning trust through comfort and patience
Discomfort drives fear and defensiveness. “Treating the pain can completely change a cat’s need to interact with you,” she says. Once a cat is more comfortable, she relies on quiet voices, gentle hands, and the occasional creamy treat to continue building trust. Food rewards are simple but powerful, as they help cats associate care with something positive. Above all, Shelley gives them space and time to decide when they are ready to engage. She believes that forcing interaction only increases anxiety and makes future handling more difficult.
Every cat is different, and that’s why Shelley adapts her approach to suit each one. Gabapentin is extremely helpful and often used to ease fear, and her usual method is to wait a full two hours for it to reach peak effect before trying to interact with the cat again.
If a patient is still too anxious or in significant pain for handling, there are other medicinal options available. Shelley notes that sometimes it simply takes the right person. A cat may bond with a particular nurse, and inviting that familiar face back can work like a charm.
“Trust develops through calm, consistent care.”
What we wish everyone knew about cats
Cats are still one of the most misunderstood patients in veterinary care. Their quiet nature can be misread as indifference, and their defensive behaviour often hides fear or pain. In a busy hospital, it takes training, patience and empathy to interpret and respond in a way that helps them feel secure.
For Shannan, feline nursing is a skill that goes far beyond the science. “Our job requires extensive communication skills, both direct and indirect, as well as the ability to read subtle cues and think critically,” she says. Years of experience have taught her that caring for anxious cats involves educating others, advocating for the patient and deciphering what each cat is trying to communicate.
Shelley encourages her peers to see anxious cats differently. “They are not aggressive. They are not spiteful,” she says. To her, fear is often mistaken for bad behaviour, when it’s simply a cat trying to protect itself. With time and the right approach, even the most afraid patients can become affectionate and cooperative.
Talk to the cat specialists at CSS
The feline internal medicine specialists at CSS are supported by a dedicated team of feline nurses who understand that communicating with cats takes observation, respect for boundaries and the ability to adapt care to meet both their emotional and medical needs.
To find out more about our experienced feline nursing team or the services available at Cat Specialist Services, contact us today.
Veterinarians can submit patient referrals here.
Are you worried about your cat’s health?
If you are concerned about your cat, please reach out to our friendly team. Call us on 1300 228 377 or fill out the contact form below. In an emergency, please contact your local vet.
For vets – to refer a patient or book a telehealth consultation, please call us on 1300 228 377, book through the portal or fill in the form.
Meet The Author
Dr Rachel Korman
Specialist in Feline Internal Medicine
BVSc MANZCVS (Internal Medicine) FANZCVS (Feline Medicine)
Dr. Korman’s childhood love for cats led her to veterinary medicine, and early on, it was clear that feline care was her calling. After graduating from the University of Queensland in 2000, she worked in small animal and feline-only practices across Australia and the UK.
She received a Senior Clinical Training Scholarship from the Feline Advisory Bureau (now International Cat Care) at the University of Bristol, where she researched feline infectious and haematological diseases, and in 2018, became a Fellow of the Feline Medicine Chapter of the Australian New Zealand College of Veterinary Scientists and a registered Feline Medicine specialist.
Frequently Asked Questions
Why do some cats become fearful at the vet clinic?
Cats are sensitive to unfamiliar environments and handling. This can make veterinary visits stressful if they feel threatened or unsafe.
How do veterinary nurses help anxious cats?
Our nurses use calm handling techniques and allow cats to move at their own pace. This approach helps reduce stress during examinations.
Why is patience important when handling cats?
Rushing or forcing interaction can increase anxiety. Allowing time for the cat to adjust often leads to a safer and calmer examination.
Do handling techniques affect veterinary care?
Yes. When cats feel calmer, it becomes easier to complete examinations and treatments safely.
How can owners help their cats feel calmer at appointments?
Bringing familiar bedding or using calming medications recommended by a veterinarian may help reduce stress.
Patient Stories
Our commitment to feline health is best seen in the stories of the cats we’ve had the privilege of treating. These journeys highlight the dedication, expertise and compassion that drive us.
Each patient faced unique challenges, and it was our honour to offer high-quality care and help them regain strength and happiness. We value the deep bonds with cats and their owners, knowing the difference we make in their lives.
Kitty, a lymphoma survivor
We first met Kitty after she was referred to CSS for the evaluation of a large intestinal mass
Poppi finds her feet again
Following surgery to remove a hairball obstruction, Poppi was referred to us at CSS as she had not bounced back as expected
Rusty and his ongoing chronic rhinitis journey
Lifelong nasal issues, including persistent discharge and breathing noise, have been a bit of a thorn in Rusty’s side.
Lando’s long game with cryptococcus
Lando was referred to CSS because he had a swelling under his jaw that wouldn’t go away.
Popeye coughs up the culprit
Ares is a handsome young Maine Coon who was referred to CSS after presenting at AES with sudden lameness in his back leg.
Key Takeaways
Cats often respond differently to stress compared with dogs or humans.
Veterinary nurses play a key role in helping anxious cats feel safe during treatment.
A quiet, cat-only space with hiding spots helps fearful cats stay calm and cooperate.
Cat Specialist Services Reviews 
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Tanya Bell
6 months ago
We transported our cat here from another animal hospital, as his condition was too complex for them. Our pet was given the highest quality of care, multiple investigations/procedures being able to be done at the one place a godsend. We were kept up to date frequently throughout his stay. All questions & options explained thoroughly. Being able to have private visits certainly helped us and our cat too. I would highly recommend Cat Specialist Services at Underwood. Amazing staff from reception, vet nurses, vets & specialists. Oh, and yes he is recovering wonderfully at home.
Melinda Cox
A month ago
So very happy we were asked to come here for advice for our NORBIT. He has had 2 x UTI blockages within weeks of each other since turning 6. Surgery seemed to be his only option and he didn’t feel it was very fair on him if we didn’t at least exhaust all other avenues first.
Dr Allison was very thorough in her tests and has let us know she would like to treat the cause of the problem. Great news.
It may lead to removal of crystals in his bladder if his diet doesn’t let him pass them naturally.
At least this surgery won’t be as severe at taking his penis off him – so as his fur parents – we are very happy with this.
We await further tests to see what’s in store for him.
NORBIT will now be a patient of the clinic as we are so far very happy with his treatment thus far.
Lesley Rosekrans
A month ago
Hi has only been a week since losing my beautiful Peaches but can’t thank Dr Cindy, Maree and Jackie enough for the tender care they gave her and they after care they gave me. I sincerely thank them and can’t recommend the Clinic highly enough they are such caring people. Peaches I’m happier times.
Madison McEwan
A month ago
I cannot thank the entire CSS team enough and especially Dr Cindy for the care they provided for our boy with a urinary blockage, and we will be taking both our cats here from now on. The clinic is exceptionally clean and calming compared to all other clinics we’ve been too, and all staff from the reception to the nurses/vets were so supportive during a stressful time. I knew from the first minute that I got to see him after he was transferred that he was in the best place, and that the staff genuinely care about their well-being and positive long term outcomes. We were given regular updates and full transparency, so much information including QR video codes on how to administer medications, along with print outs and emails about how to best help avoid future issues or recurrence. Our boy got to smooch on everyone and was beyond well looked after. Thank you again, you all made an incredibly stressful situation actually manageable and calming.
Astrid El Gamal
6 months ago
Dr Wan-Ju has been treating my baby since her first seizure in November 2025 and she has been fantastic.
Everybody at the clinic is so friendly and caring and I know my baby is in good hands.
Thank you team!
Deeba M
3 months ago
Dr Alison Jukes from CSS Underwood is an AMAZING feline physician. She is kind, professional, thorough and our cat is blessed to have her on his side. She even was able to save us money and invasiveness by being skilled to the level of doing ultrasound on two separate occasions without our cat needing to go under full sedation. Our other cat was recently seen by Dr Jukes as well, and she made sure our cat’s heart was ok. I also want to thank the lovely Jacqueline and Mairead from customer care. They are very kind each time I see them and call up. Sending thanks from our family, including Smokey and Floozy!
Judith Dionysius
A month ago
My whole experience with CSS was positive – from the first email I received giving lots of information regarding the process of radioactive iodine treatment to the expected costs, to checking my cat in for the treatment, boarding for 2 weeks after the treatment and picking her up to come home. They didn’t push for any tests that were not necessary.
Janelle Wieden
5 months ago
We never knew this service existed but we are very grateful we were referred to them. Our vet Cindy was really great, she made us feel at ease during a very stressful time. We got the sense straight away the Leo was in good hands. This service made us feel better knowing that they specialise is cats only. Would highly recommend their services
Georgia Carter
5 months ago
My Lani finished her I-131 treatment today and I am beyond impressed with the way she was looked after. I am by definition a neurotic pet owner and sending my fur child away for a week was seriously daunting.
I was given daily updates about how kitty was eating, toileting and behaving. This really put my mind at ease. Vets and vet nurses were so accomodating and allowed Lani to have her favourite foods from home prepared her favourite way.
Her vet was so thorough when explaining her treatment and condition to me.
The ladies at reception were so friendly and understanding.
I honestly cannot recommend this clinic enough and I am so thankful for the positive experience Lani and I have had.
Lauren Woodward
A year ago
My sweet ginger boy Louis was hospitalised at CSS for a Urinary Obstruction. Dr Cindy and all the reception staff were amazing and empathetic. I would often ring up with questions post procedure and Dr Cindy would make time to talk and explain things to me
Service Locations
Cat Specialists accepts referrals for cats across Brisbane and surrounding regions, working closely with local veterinary clinics to provide specialist diagnosis, treatment, and ongoing management.
Contacting Us
Pet Owners
If you would like to talk about treatment for your cat, call us on 1300 228 377 or fill in the form.
In an emergency, please contact your local vet.
Vets and Nurses
To refer a patient or book a telehealth consultation please call us on 1300 228 377, book through the portal or fill in the form. For advice calls, please see the guidelines here.
Monday-Friday: 8 am-6 pmSaturday/Sunday - Closed