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The smooth consultation (part 3)

Special Practice Management - March 2020

The smooth consultation (part 3)

Practice Management

Authors: Cindy Adams, Antje Blaettner, Miguel Ángel Díaz, Iván López Vásquez

Vet practitioners frequently concentrate on the pet and forget about the owner… Client centricity requires some preparation and training. The consultation should follow a process where conditions are created to have a positive interaction with the pet owner, starting with a warm-up and using the communication skills explained in the chapter “Communication is a clinical skill”.

The smooth consultation (part 2)

Special Practice Management - March 2020

The smooth consultation (part 2)

Practice Management

Authors: Cindy Adams, Antje Blaettner, Miguel Ángel Díaz, Iván López Vásquez

Vet practitioners frequently concentrate on the pet and forget about the owner… Client centricity requires some preparation and training. The consultation should follow a process where conditions are created to have a positive interaction with the pet owner, starting with a warm-up and using the communication skills explained in the chapter “Communication is a clinical skill”.

The smooth consultation (part 1)

Special Practice Management - March 2020

The smooth consultation (part 1)

Practice Management

Authors: Cindy Adams, Antje Blaettner, Miguel Ángel Díaz, Iván López Vásquez

Vet practitioners frequently concentrate on the pet and forget about the owner… Client centricity requires some preparation and training. The consultation should follow a process where conditions are created to have a positive interaction with the pet owner, starting with a warm-up and using the communication skills explained in the chapter “Communication is a clinical skill”.

Communication is a clinical skill (part 5)

Special Practice Management - March 2020

Communication is a clinical skill (part 5)

Practice Management

Authors: Cindy Adams, Antje Blaettner, Miguel Ángel Díaz, Iván López Vásquez

The communication skills that follow are essential for the development of a collaborative veterinarian-client partnership, staff member-client partnership, staff member-staff member relationship. These skills constitute the core of clinical communication skills that can lead to more common ground, enhanced relationships and coordination of care, reduced conflicts and complaints. Inclusion of these skills in every day practice requires us to move beyond what we do anyway to a higher level of intention in the way that we interact with clients and one another. These more effective consultations and interactions also lead to improved outcomes of care including: improved client, vet practitioner, staff member satisfaction, increased understanding and recall by clients, increased adherence and practice success.

Communication is a clinical skill (part 4)

Special Practice Management - March 2020

Communication is a clinical skill (part 4)

Practice Management

Authors: Cindy Adams, Antje Blaettner, Miguel Ángel Díaz, Iván López Vásquez

As well as listening it is important to actively encourage the client to continue telling their story. Any behavior that has the effect of inviting clients to say more about the area they are talking about is a facilitative technique. At the beginning of the consultation our objective is to obtain as wide as possible an understanding of the patient’s problem or needs and the client’s agenda before exploring any one problem or issue in greater detail. As we discussed earlier, open-ended questions enable us to encourage the client to tell his story before we drill down into more detail.

Communication is a clinical skill (part 3)

Special Practice Management - March 2020

Communication is a clinical skill (part 3)

Practice Management

Authors: Cindy Adams, Antje Blaettner, Miguel Ángel Díaz, Iván López Vásquez

The communication skills that follow are essential for the development of a collaborative veterinarian-client partnership, staff member-client partnership, staff member-staff member relationship. These skills constitute the core of clinical communication skills that can lead to more common ground, enhanced relationships and coordination of care, reduced conflicts and complaints. Inclusion of these skills in every day practice requires us to move beyond what we do anyway to a higher level of intention in the way that we interact with clients and one another. These more effective consultations and interactions also lead to improved outcomes of care including: improved client, vet practitioner, staff member satisfaction, increased understanding and recall by clients, increased adherence and practice success.

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