intro to clinical communications 1018

VETS1018 Veterinary Communication

  • Instructor: Dan Schull

Overview of Lectures

  • Lecture 1: Core skills

  • Lecture 2: Consultations & other settings

  • Lecture 3: Formal channels (telephone, written) + medical terminology

  • Importance of practice in communication skills

Key Attributes of Great Veterinary Professionals

Qualities of Excellent Clinical Service Providers

  • Understanding of both great and poor qualities in clinical service

  • Examples include compassion, expertise, and effective communication

Client Interactions in Veterinary Practice

  • 1:1 Client Interactions:

    • Numerous interactions between clients and veterinary healthcare teams daily

    • Daily consults can total significant interactions over a career (200,000+ in 40 years according to Shaw et al. 2012)

    • Focus on problem solving and efficient information collection

    • Importance of building rapport and trust in real-time

Consultation Factors

  • Participants: Patient, Clinician, and Owner

  • Acknowledge the human-animal bond

  • Empathy and professionalism in care

  • Rapid establishment of relationships

Multi-tasking During Consultations

  • Collecting verbal and non-verbal information

  • Assessing both patient’s and client’s needs

  • Utilizing appropriate language to establish rapport and trust

Importance of Communication in Consultations

  • Clinical communication is crucial to successful consultations and overall outcomes

Client Expectations in Veterinary Practices

Expectations of Small Animal Clients (Meehan 2008)

  1. Rapport Building and Client-Centered Behaviors

    • Valued listening and empathy

  2. Pet-Centered Care

    • Effective handling and genuine concern for pet health

  3. Basic Communication Micro-skills

    • Clear explanations and active listening

Dislike Factors from Clients

  1. Patronizing Attitudes

    • Cold, superior, and condescending behavior

  2. Rush and Impatience

    • Feeling treated as a number

  3. Rough Handling

    • Lack of empathy for pets

  4. Communication Issues

    • Use of layman’s terms and poor listening skills

Client Satisfaction Insights

Key Findings from Case Study (1988)

  • Respectful treatment is critical

  • Importance of full explanations of pet’s condition

  • Communication directly linked to the veterinary-client bond and loyalty (Lue 2008)

Valued Attributes in Veterinarians (Coe et al. 2008)

  • Clarity in communication

  • Providing choice and options

  • Respecting client decisions and exploring their perspectives

Client Perspectives on Veterinary Care (Elte et al. 2021)

  • Quality of care and service related to client satisfaction

  • Key attributes include clinician’s horsemanship and interpersonal skills

Relationship-Centered Care

Key Concepts

  • Highlights the importance of mutual respect in clinician-client relationships

  • Emphasizes shared decision-making and client perspectives

Communication Patterns in Veterinary Consultations

Paternalism vs. Relationship-Centered

  • Paternalism: Limited client input, clinician sets agenda

  • Relationship-Centered: Open partnership and shared decision-making

Historical Context

American Medical Association’s Code of Ethics (1847)

  • Patients should comply implicitly with physician guidance

Empathy as a Communication Tool

Key Components of Empathy

  1. Understanding the client’s situation

  2. Communicating an accurate understanding

  3. Utilizing appropriate non-verbal cues

Empathic Responses

  • Importance of conveying understanding to strengthen relationships

  • Empathy enhances satisfaction and treatment adherence (Haslam 2007)

Communication Techniques

Skills Required for Effective Interaction

  1. Non-verbal communication awareness

  2. The use of open and closed-ended enquiries

  3. Reflective listening

  4. Demonstrating empathy

  5. Providing clear explanations and summaries

  6. Sign-posting important information

The Funnel Technique

  • Start with open-ended questions to gather the client’s perspective, then narrow down with specific closed-ended questions.

  • Open-ended questions encourage client participation and ensure thorough understanding.

Closing and Summarizing in Consultations

  • Closing the Session:

    • Establish next steps for the client and patient

    • Summarize key points before concluding

  • Overall Communication Goals:

    • Enhance the effectiveness of consultations through structured communication methods like the Calgary-Cambridge Guides

    • Utilize nonverbal skills to build rapport and adapt to each unique client interaction.

Summary of Key Models and Concepts

  • Calgary-Cambridge Guides: A structured approach to veterinary communication to ensure effective client interactions.

  • Continuous Improvement: Practicing and refining communication skills is essential for effective veterinary practice.