As our patients become part of the family for many of our clients, the expectations will increase as well as their demand for information, consideration and time. Generalized lack of communication and poor customer service is no longer acceptable.
Besides their demands, good communication forms the basis of good veterinary practice. It can improve the client’s understanding, increase compliance and result in happier clients and good pet health outcomes.
Effective communication skills consists of:
- The ability to listen to clients
- The ability to understand their concerns
- The ability to explain the diagnosis and treatment plan in everyday language
- The ability to obtain informed consent particularly when dealing with prolonged, expensive, difficult treatment plans
The following infographic highlights the top 10 ways to improve pet owner communication and meet the expectations of today’s pet owners.
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Ospina et al. Eliciting the Patient’s Agenda- Secondary Analysis of Recorded Clinical Encounters Journal of General Internal Medicine Journal of General Internal Medicine January 2019, Volume 34, Issue 1, pp 36–40