Ensuring that clients are fully informed regarding complex surgeries and treatment plans allows for increased client satisfaction and positive outcomes for the patient.
Without good pre- and post-surgical education, studies have shown various negative impacts:
Medical statistics translate well into the veterinary industry as both branches of healthcare significantly rely on effective communication with clients to achieve patient well-being.
It is imperative as professionals we address the ambiguity that revolves around the surgical process experienced by our clients. Investing in equipping them with adequate information promotes better outcomes for patient health and client satisfaction.
Patient education refers to any form of planned educational activities that utilizes a combination of methods (counseling, videos, handouts etc.) to improve client knowledge. [3] One of many services provided by VetCheck is client communication templates that can easily be personalized and shared with the client to convey relevant and comprehensive health information. These types of time-saving tools ensure that your team is equipped with the information they need to avoid client confusion.
Pre-surgical communication begins with establishing trust and educating pet owners about the upcoming surgical procedure.
Clear and empathetic communication ensures the client’s expectations are set and limits any elements of surprise.
Client anxiety can directly impact the well-being and emotional state of the patient prior to surgery. Companions pick up on subtle changes in the emotions of their significant other and often replicate this behavior. Proper communication to reduce the anxiety of the client can go a long way toward making the process uncomplicated for the patient and the vet team.[6]
Getting the patient ready for surgery starts from home and would only be possible with clear preoperative instructions that are vital for ensuring necessary protocols are adhered to before the surgery. These instructions may include fasting guidelines, medication administration, preoperative testing, and any specific preparation needed for the surgery that the client must be aware of. By doing so, unnecessary complications are avoided and the best possible care can be provided to the patient.
Vet professional communication with clients is a vital component of our duty of care to patients. Discussing surgical procedures with clients in detail and addressing concerns allows for a collaborative decision-making process which is attributed to client satisfaction and better patient health outcomes.
Informed consent is a critical aspect of pre-surgical communication, ensuring that pet owners fully understand the procedure, its risks, and alternative treatment options. Veterinary professionals are required to provide comprehensive written and verbal information, allowing owners to ask questions and clarify any concerns. Proper documentation of informed consent demonstrates ethical practice and protects both the veterinarian and the pet owner as detailed in a recent study that evaluated the dynamics of the client–veterinarian information exchange in making informed decisions. Janke et al highlighted 6 best practice methods as detailed below.
Professionals should strive to assess the client’s concerns and sense of urgency such that necessary information without overwhelming the client can be provided to make informed decisions.
Being able to voice opinions of knowledge without undermining the client’s perspectives is paramount in gaining confidence from the client.
Acknowledging the difference in comprehension allows and adequately explains complex procedures and conditions to help client understanding.
Significant research into complex cognitive functions such as processing information has established the need for visual aids in an educational context. This also applies for veterinary communication with clients.
Supporting cost-conscious clients by communicating the monetary aspect of surgical procedures without implicating guilt and providing options is necessary so that clients can make informed decisions.
Ensuring that clients can refer to other sources of accurate and reliable information is a crucial factor for clients in making informed decisions regarding surgery.
Communication must be ensured upon completion of surgery to set the patient up for recovery and the client with an ability to care for their recovering companion. Home care forms an important part of the surgical process and can have a direct impact on the surgical outcomes. Often, clients are distracted at this time to focus on their recovering pet so it is our responsibility to communicate the future steps in this sensitive period.
Veterinary professionals should effectively manage owner expectations during the postoperative period. Expectations should have been established prior to surgery, any differences should be addressed and resolved. Open and honest communication regarding the expected recovery timeline, potential complications, and realistic outcomes helps prevent misunderstandings and frustration. This enables clients to provide appropriate care and support during the patient's recovery process.
Effective post-surgical communication provides pet owners with detailed instructions for postoperative care. This includes wound care, medication administration, activity restrictions, potential complications to watch for, and scheduled follow-up appointments. Clear and concise instructions enhance owner compliance, improve patient comfort, and facilitate optimal recovery.
Instructional details should be:
Post-surgical communication should include provisions for clients to voice concerns or ask questions. These may be based on observations that may not have been anticipated. In such cases, veterinary professionals should be available to address any postoperative queries or complications in a timely manner. Regular follow-up communication such as a phone call the following day and/or a week later ensures that pet owners feel supported and enables early intervention measures if any issues arise.
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