Understanding horse owner decision making

What is the intention-action gap?

Knowing you should behave in certain ways but not doing it

What are some factors surrounding an owner's decision for and against colic surgery

• Ability to travel

• Role of horse

• Economics/ Insurance

• Perception of animal's ability to cope

• Emotional concern —> potential outcomes

• Post surgery worries

How should you approach an owner?

• Think about use of words & terminology

• Listen to client concerns —> be responsive & adapt

• Think about approach —> in frame of mind to deal effectively with clients?

• Clients experience of vet-client communication —> can impact on experience of whole case

• Have I explained things clearly? Any questions? Anything else you’d like to know?

How to approach managing clients grief around euthanasia?

• Empathising —> let them talk if they want to, listen

• Sympathising

• Reassurance

• Redirecting —> make them recall good times

• Comforting