Communicating with clients

  As a service which works closely with veterinary practices, the Veterinary Client Mediation Service (VCMS) has its finger on the pulse when it comes to the latest trends in the sector. From popular types of feedback to the most dominant types of complaints, we are well-positioned to provide guidance when it comes to challenges that practices and professionals should be preparing for. Jennie Jones, Head of VCMS, explains…

Top tips for getting the message across without losing the patient – part 1: The diagnosis of a pet’s cancer can be an emotional one for caregivers. Additionally, along with shock and grief, it can be the start of a long journey of decision-making, large financial and time commitments, home nursing, and more. Caregivers’ wishes for their pet may vary, from wanting to do everything possible, to not proceeding. Client’s concerns may be diverse – from whether they can cope with caring for a pet with cancer, to whether their pet can cope with cancer treatment. No matter what decisions are made, or a treatment paths are followed, the veterinary oncology team must work with caregivers to build a strong and trusting working relationship. In this way, we can guide them through the reality of cancer treatment, prognoses and realistic expectations, ethical and welfare-centred outcome objectives, and treatment options. This session focuses on some of the potential barriers perceived by clients, and how the oncology team – working collaboratively and in a multi-disciplinary way – can support the caregiver empathetically, considering their and the pet’s perspective, to facilitate optimal and ongoing patient care. Getting this right from the start is crucial, and can make all the difference to successful interventions, and to how the pet and client proceed through care plans.

Top tips for getting the message across without losing the patient – part 2: We are all very different! Some owners want to know every detail of their pet’s condition, some want to put the care completely into our hands, some owners will know that their dog drinks an average of 714mls of water a day, some will not have any idea their dog is drinking more than normal. Neither is right or wrong or even good or bad but all owners want their pet to feel well and stay well for as long as possible. For these different owners, the way to reach the best treatment decision for their pet may be very different. This lecture uses the author’s experience of working in a multi-disciplinary team and with nurses who have been a big part of owner communication. I will let you know what I feel has worked well and what hasn’t and my top tips for stress-free communication.

 Christine Magrath of the Veterinary Defence Society takes a closer look at why clients refuse to pay and how best to diffuse and resolve the situation.

This chapter is designed to give information on communicating with clients, including advising clients on buying pets; advising clients on pet behaviour, including puppy parties; nutrition and feeding; obesity and weight clinics; pet reproduction; neutering of pets; control of infectious diseases; vaccination; overseas travel with pets and pet passports; and management of parasitic infections; preparing the client for euthanasia of a pet; the grief sequence and dealing with bereavement; admission and discharge of patients; and the processing of payments from clients.