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OBJECTIVE To evaluate veterinarian-client communication and veterinarian and client satisfaction with veterinary visits before and after veterinarians underwent a 6-month communication skills training program in a practice setting. DESIGN Case-based pretest-posttest intervention study. SAMPLE I purposely selected companion-animal practice. PROCEDURES The practice team (3 veterinarians. 5 veterinary technicians. I receptionist. and I office manager) participated m a 6-month educational program (intervention) that included interactive communication modules, individual coaching, and a communication laboratory. For each of the veterinarians. 6 appontments were video recorded and 30 additional clients completed a visit satisfaction survey both before and after the intervention. The Roier interaction analysis system was used to analyze the video-recorded appointments. RESULTS After the intervention, appointments were S.4 minutes longer and veterinarians asked 60% fewer elosed-ended lifestyle-social questions, provided M times as much biomedically related client education, and used I S and 1.25 times as much faciliutive and emotional rapport communication, respectively. compared with before the intervention. Clients provided veterinarians with 1.3 times as much biomedically related information and engaged in twice as much social conversation. After the intervention, veterinarians perceived their clients as complaining less and being more personable and trusting, and clients felt more involved in the appointment and reported that the veterinarian expressed greater interest in their opinion. CONCLUSIONS AND CLINICAL RELEVANCE Results indicated that the intervention resulted in veterinarians who spent more time educating and building rapport with their clients and facilitating client input in an unhurried environment, which enhanced overall veterinarian visit satisfaction and various aspects of client visit satisfaction. [ABSTRACT FROM AUTHOR]

Objective--To measure veterinarian satisfaction with companion animal visits through an adaptation of a previously validated physician visit satisfaction scale and to identify demographic, personality, appointment, and communication factors that contribute to veterinarian visit satisfaction. Design--Cross-sectional descriptive study. Sample--Random sample of 50 companion animal practitioners in southern Ontario, Canada, and convenience sample of 300 clients and their pets. Procedures--For each practitioner, 6 clinical appointments were videotaped, and the resulting 300 videotapes were analyzed by use of the Roter interaction analysis system. The physician satisfaction scale, Rosenberg self-esteem scale, and interpersonal reactivity index were used to measure veterinarian visit satisfaction, self-esteem, and empathy, respectively. Linear regression analysis was conducted to study the relationship between factors and veterinarian visit satisfaction. Results--Veterinarian visit satisfaction ranged from 1 to 5 (mean ± SD, 3.97 ± 0.99) and differed significantly between wellness appointments (mean scale score, 4.13) and problem appointments (mean scale score, 3.81). Various elements of client and veterinarian communication as well as personality measures of veterinarian self-esteem and empathy were associated with veterinarian satisfaction. The specific factors differed depending on the nature of the appointment. Conclusions and Clinical Relevance--Results suggested that veterinarian visit-specific satisfaction is enhanced through the use of communication that builds relationships with clients and is associated with degrees of veterinarian empathetic concern and veterinarian self-esteem. The implications extend to overall job satisfaction and its potential link to the health and well-being of individual veterinarians. [ABSTRACT FROM AUTHOR]

Abstract: Objective: To provide communication skills education to veterinary professionals in the practice setting and evaluate the training by measuring veterinarian communication pre- and post-intervention. Methods: This is a case-based pre-test/post-test intervention study of a veterinary practice in Denver, CO. Four veterinarians from a single practice and 48 clients (selected to represent wellness and problem visits) were recruited to the study. The veterinarians took part in a training intervention consisting of a year-long curriculum, including interactive communication modules, individual coaching and communication laboratories. Six visit interactions were measured for each of the 4 veterinarians pre- and post-skill training. The Roter interaction analysis system (RIAS) was used to analyze the study''s 48 videotapes. Results: Compared to the pre-training visits, veterinarians gathered twice as much lifestyle-social data (p <0.02), and used 1.5 times more partnership building (p <0.03) and positive rapport-building (p <0.01) communication. Clients provided 1.4 times more lifestyle/social information (p <0.02) and expressed 1.7 times more emotional statements (p <0.01) in post-training visits. Conclusion: The training intervention promoted a more client-centered approach to veterinarian–client communication. Practice implications: Practice-based communication training is novel to veterinary practice. As a case study, generalization of the findings are limited, however the findings support the efficacy of the communication intervention and enhanced utilization of veterinarian–client communication skills by these veterinarians. [Copyright &y& Elsevier]

Diversity is defined as differences between people, including age, gender, ethnicity, culture, religion, political affiliation, socio-economic status, education level, gender identity, sexual orientation, and physical, emotional, and mental abilities.1 Differentiating within such categories is natural but limits the ability to work with and learn through diversity. [ABSTRACT FROM AUTHOR]

Objective-To identify specific components of veterinarian-client-patient communication during clinical appointments in companion animal practice. Design-Cross-sectional descriptive study. Sample Population-A random sample of 50 companion animal practitioners in southern Ontario and a convenience sample of 300 clients and their pets. Procedure-For each practitioner, 6 clinical appointments (3 wellness appointments and 3 appointments related to a health problem) were videotaped, and the Roter interaction analysis system (RIAS) was used to analyze the resulting 300 videotapes. Statements made during each appointment were classified by means of a communication framework reflecting the 4 essential tasks of the appointment (ie, data gathering, education and counseling, relationship building, and activation and partnership). Results-57% of the veterinarians contacted (50/87) and 99% of the clients contacted agreed to participate in the study. Mean duration of the appointments was 13 minutes. Typically, veterinarians contributed 62% of the total conversation and clients contributed 38%. Fifty-four percent of the veterinarian interaction was with the client, and 8% was with the pet. Data gathering constituted 9% of the veterinarian-to-client communication and was primarily accomplished through closed-ended questioning; 48% of veterinarian-to-client communication involved client education and counseling, 30% involved relationship building, and 7% involved activation and partnership (the remaining 6% constituted orientation). Conclusions and Clinical Relevance-Results suggest that the RIAS was a reliable method of assessing the structure, process, and content of veterinarian client-patient communication and that some veterinarians do not use all the tools needed for effective communication. [ABSTRACT FROM AUTHOR]

The article discusses the need to negotiating a mutually accepted treatment plan with veterinarian clients and encourage their participation while increasing their buy-in. It mentions that helping clients decide on a financial limit provides a point of negotiation for the best treatment options within their budget. It also mentions that the need to acknowledge the client's difficulties, strain, and financial stressors to open the discussion and form a nonjudgmental atmosphere.

The article offers information on forming partnership and making contracts during communication breakdown between animal health technician and client. Topics discussed include detailed contract that explains job descriptions and expectations of a person, navigation of communication mistakes being tricky, and apologizing, reflective listening, forming partnerships and contracts for agreeable solutions.

The article presents suggestions for veterinarians for handling angry customers with a case study of angry Mr. Warner due to dissatisfaction with veterinary treatment of his pet Stella. Topics discussed include veterinarian's perspective and client's perspective on cost of treatment, apologizing, empathizing, and using gentle tone while speaking with clients, and listening to client's concerns and explaining the solution.

Objective—To explore the relationship between veterinarian-client-patient interactions and client adherence to dental and surgery recommendations and to test the a priori hypotheses that appointment-specific client satisfaction and relationship-centered care are positively associated with client adherence. Design—Cross-sectional study. Sample—A subsample of 19 companion-animal veterinarians and 83 clients from a larger observational study consisting of 20 randomly recruited veterinarians and a convenience sample of 350 clients from eastern Ontario. Procedures—Videotaped veterinarian-client-patient interactions containing a dentistry recommendation, surgery recommendation, or both were selected for inclusion from the larger sample of interactions coded with the Roter interaction analysis system. Client adherence was measured by evaluating each patient's medical record approximately 6 months after the videotaped interaction. The clarity of the recommendation, appointment-specific client-satisfaction score, and relationship-centered care score were compared between adhering and nonadhering clients. Results—Among the 83 veterinarian-client-patient interactions, 25 (30%) clients adhered to a dentistry recommendation, surgery recommendation, or both. The odds for adherence were 7 times as great for clients who received a clear recommendation, compared with clients who received an ambiguous recommendation from their veterinarian. Moreover, adhering clients were significantly more satisfied as measured after the interview. Interactions resulting in client adherence also had higher scores for relationship-centered care than did interactions leading to nonadherence. Conclusions and Clinical Relevance—Veterinarian use of a relationship-centered care approach, characterized as a collaborative partnership between a veterinarian and a client with provision of clear recommendations and effective communication of the rationale for the recommendations, has positive implications for client adherence. [ABSTRACT FROM AUTHOR]