A Guide to Veterinary Client Communication

Veterinary care isn’t just about medical expertise—it’s about how well you communicate. A vet’s words can shape a client’s trust, their willingness to follow treatment plans, and their overall experience.

How Do Vets Communicate with Clients?

Vets and vet practices communicate with clients in many ways. News of local veterinary care may reach new clients through word of mouth or a marketing email. An automated ping serves as a pre-appointment reminder. A “hi” or “good morning” from a staff member welcomes them upon arrival. All of this informs a client’s impression of their vet and their practice.

A vet’s communication also tends to vary. Each appointment offers opportunities to engage clients on a personal level, either about their pet or themselves. Although the interaction is primarily professional in nature, don’t shy away from being friendly!

As you get into diagnosis, employ empathetic listening skills. As the client describes symptoms, follow up with open-ended questions that indicate both comprehension and curiosity. You may be surprised how much you can learn simply by dialing in your active listening.

When it’s time to relay your assessment, use clear and professional language that avoids excessively technical jargon. You want to convey expertise without causing confusion. Then, reinforce your medical assessment by providing handouts. This allows clients to review a lot of information delivered in a short period of time in the quiet of their homes.

Lastly, don’t forget to follow up. A courtesy call the day after an appointment lets clients know you care. 

Why Is Veterinary Client Communication Important?

A doctor with a caring bedside manner communicates empathy and care to his patients as people, not just faceless clients. The same applies to vets. Using clear, thoughtful, caring language encourages clients to entrust themselves (and their furry friends) to the process. This can shape a client’s willingness to follow advice and even a course of treatment down the road.

What Are the Challenges to Veterinary Client Communication?

Busy vets have a lot to think about in the course of a workday. This can contribute to thinking of clients in terms of numbers and revenue rather than as individual cases, each with their own important emotional needs. When talking to clients, vets may even slip into transactional language like “invoice” or “estimate” when more pet-centered language would be preferable. 

How Can Vets Improve Veterinary Client Communication?

With practice and self-awareness, communication can always be improved. The following are five concrete focus areas as you reflect on communication with clients.

Ask Open-Ended Questions

An open-ended question invites joint reflection on the part of both the client and the vet. Here’s an example:

Clear-cut question: How long has Pickle’s paw been bleeding? 

Open-ended question: Tell me what you’ve noticed about Pickle’s paw.

The second question indicates a more exploratory approach to gathering information from the client, helping them feel included in the process. 

Then follow up with “how, why, and what”-style questions that show comprehension while pressing for more detail. Keep in mind that allowing the client to speak and feel heard contributes to them feeling seen and cared for. 

Practice Reflective Listening

In order to build towards a common understanding with your client, practice reflective listening. This means engaged and intent listening that promotes reflection on what’s been said. When ready, paraphrase back to the client your own version of their words to show them you’re on the same page. This helps you and the client engage in a process of mutual understanding. They also feel included as a useful participant in the diagnostic process. Otherwise, you risk ignoring what they regard as critical information about their pet. 

Watch for Body Language and Nonverbal Cues

Body language conveys essential non-verbal cues about what a person is thinking but may not want to say. Being an intuitive communicator as a vet means accurately interpreting these signs from your client. 

For example, a person may present as jittery during the initial portion of their appointment due to anxiety over their pet’s condition. A vet who notes this may use body language cues to adopt a more delicate, understanding tone. This eases the owner’s anxiety and tells them it’s safe to open up in the care of sympathetic practitioners.

Show Empathy

The common theme of effective communication is simple: Show empathy. As much as they want expert medical care, clients also want a sympathetic understanding of the condition of their pets. By engaging with the emotional side of care, you demonstrate the understanding that your role goes beyond writing prescriptions.

Use Clear, Concise Language

When it comes to explaining yourself, clarity is key. Use the appropriate medical terminology where appropriate, but never overwhelm clients with unneeded jargon. You should also be prepared to relay difficult information honestly. Avoiding bad news may leave the client confused, while directness and concision communicate what they need to know.

Employ Visual Aids and Digital Tools

Clients are likely to absorb a lot of information in a short period of time when they come in for a visit. To ensure that this useful information comes across, use visual aids. These might be handouts that reiterate a prognosis with helpful graphics or digital tools for in-office use. AI-enhanced radiological images, for example, can present a more clear picture of an underlying injury than traditional imaging technologies.

What Tools Can Help with Veterinary Client Communication?

In the digital age, vets are increasingly leveraging technology in their communication with clients. This could be as simple as keeping up with appointment reminders over SMS. Automating cancellation fees helps reduce the total number of cancellations and reduces the number of them that occur last minute. A number of vets connect with clients through online portals, where they can access health records, request prescription refills, and more.  

Practice Information Management Systems (PIMS)

Practice Information Management Systems (PIMS) are software systems veterinarians use to manage administrative and operational tasks. This includes everything from patient management, scheduling, billing, data analytics, and more. Because of this wide scope of functions, PIMS like NectarVet are commonly referred to as comprehensive software solutions. As one of their range of features, they facilitate consistent and reliable communication with clients.

Next Steps

By improving their ability to communicate well, vets become more empathetic caregivers. This includes paying attention to body language, using straightforward language, and reflective listening. It also includes employing the range of digital tools available to engage with clients in and out of the office. 

For forward-thinking veterinary practices, a PIMS like NectarVet can help transform how you communicate with clients. If you’re curious about NectarVet’s automated communication functions and what else it can offer, discover more on their homepage, https://www.nectarvet.com.

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