Client Communication

VCPR

Veterinarian-client-patient relationships

VCPR responsibilities for vet

• praticie within their abilities

• set expectation for care they are able to give

• provide prompt after hours care when medically required

VCPR responsibilities for client

• depends on the vet, but agreed upon by the client

• follow intervals for examinations

• acceptable behaviour and conduct

• agree to pay for services

VCPR benefirs for Vet

• provide appropriate and effective care

• professional standards

VCPR benefits for client

• access to safe, quality animal care

Client clinic relationships: communication

• between client and team members

• clear, professional timely and truthful

• clients must feel heard when they have concerns

Client clinic relationships: expectations

• service, care, communication, cost, etc

• outlined clearly

• met with consistency

Client clinic relationships: personal connection

• welcomed and comfortable

• perception of passion for providing care to their pet

Client clinic relationships: confidence + trust

• actions and communications impact perception of competence and skill

impact of poor relationships

clients may:

• not accept, second guess or be non-compliant with medical recommendations or diagnosis

• not communicate conerns or questions to the vet team

• rely on non certified information sources for medical recommendations (internet, social medica, layperson, etc)

• avoid bringing their pet to be examined when ill

Client perspective

• consider needs, attitudes, opnions and concerns of the clients

• expereience the clinic from the client perspective

• Benefits: improves services, improves quality of animal care

• it is also linked with client expectations

Client confidentiality

• required by the law

• supports trust between client and vet team

• Covers:

  • client and patient name

  • client address

  • client contact info

  • all patients MR and diagnostic Results

  • all recorded communications between client and vet team

Client confidentality exceptions

• Public health is at risk

• animal health and welfare is at risk

• the law requires the relase of information

Communication types

• verbal

• non verbal

• written

• visual

• listening

Best way to communicate

• introduce yourself by name

• make eyecontact

• acknowldge pet in room

• speak clearly

• limit fidgeting when speaking

• know pets name and gender

• limit long pauses, “umm” in convos

Barriers/ challenges : emotions

• clients can experience fear, frustration, anxiety, anger, shame , greir or embarrassment

• heightened emotions can:

  • reduce coping, communication and decision making skills

  • impact ability to listen

  • trigger verbal outburst

Barriers/ challenges : Lack or trust

• clients are less likely to share or listen critical information when they do not trust you

Barriers/ challenges : language

• ESL, hard of hearing , deaf

• Strategies:

  • Take more time

  • use tools: emails, tablets, google translate, pen and paper

Barriers/ challenges : finances

• often triggers emotional response

• discomfort with talking about money may result in shutting down

Barriers/ challenges : misinformation

• sources: reviews, internet, people, social media, tabloids

• can damage the client clinic relationship

• leads to a decrease in communications (clients are less likely to bring conerns up with clinic)

• correcting misunderstanding can be difficult