Veterinary Communication Flashcards
Core client comunication skills (2)
- efficient and effective
- build rapport and trust
Key to building client relationships (6)
- Recognise and acknowledge the human-animal relationship
- Be empathetic
- Use efficient handling
- Gather verbal and non-verbal info
- Establish patient and client needs
- Eye contact, greeting, be nice
How to establish client wants (4)
- Personalise - Ask for their interpretation, empathise with their concerns, give options
- Handle their pet well
- Explain clearly in easy to understand terms
- Listen and Care
Communication is..
- Relationship centred –> shared decision making
1. Interaction
2. Feedback
3. Collaboration
8 Step-Skills to communicating with the client:
- Introductions and agenda
- Non-verbal communication awareness
- Using open + closed ended questions
- Not interrupting, pause.
- Reflective listening
- Great explanations (Chunk and Check)
- Demonstrate empathy
- Sign post
Avoid barriers… (eg)
- Tables
- The pet
- Computer
Observe and be aware of spatial relationships.. (2)
- between you and the owner
- between pet and owner
Paralanguage (5)
- Voice tone
- Rate
- Rhythm
- Emphasis
- Volume
Non Verbal communication (6)
- Body language
- Facial expressions
- Gestures
- Position
- Tension
- Touch
Open ended questioning technique (eg)
- How or What
- “tell me” or “describe for me”
Close ended questioning technique
- Specific questions
- Yes or No answers
Have a logical structure to interactions with client ()
- Preparation
- Initiate consult
- Gather information
- Physical exam
- Explain and Plan
- Close consult
Steps to Reflective Practice ()
- Experience
- Observation and reflection
- Conceptualisation and generalisation
- Planning/Testing
(repeat)
Medical terminology basic structure (4)
- Prefix
- Root
- Suffix
- Combining vowels
What do prefixes indicate?
a location, direction, type, quality or quantity
What do roots indicate?
the essential meaning (eg cardi = heart)
What do suffixes indicate?
A speciality, test, procedure, function, disorder or status
What is the purpose of combining vowels?
Aids pronunciation
How do vets manage cases? (6)
- Patient records
- Hospital charts
- Whiteboards - surgical lists etc
- Handover
- Rounds
- telephone
What is on medical records? (HEAP or SOAP)
H = history
E = exam (physical)
A = assessment (problem list, differential dignosis)
P = plan
S = subjective - history
O = objective - physical exam
A = assessment
P = plan
Structuring formal emails/letters
I cant be bothered to write them, use ur common sense
When emailing/sending letters, it is important to…
Follow up
Cephal
head
Rhin
nose
