Implementation of Effective Communication and Therapeutic in Veterinary Care

"An illustration of a compassionate veterinarian gently interacting with a dog, an attentive owner, and a collaborative team, all in a warm and professional environment made by the author with the assistance of ChatGPT".

In  health service settings, effective communication is the core in providing high-quality care to their patients. This is especially true in veterinary clinics, where communication is not limited to interactions with humans, but also involves animals. Professionals in the health services include a veterinarian, a technician and administrative staff. It therefore goes without saying that communication by the practitioner is essential to realizing successful outcomes. During my visit to the veterinary clinic both on my own personal accounts as well as just to make observations, I observed many communications, both verbal and non-verbal, and reflected upon how these applied to the delivery of an appropriate service and emotional feelings for the animals and their owners.

The first form of communication that struck me was how veterinary professionals communicated with the pet owners. In this regard, verbal communication is necessary to ascertain history, explain procedures and reassure owners. A pet owner visiting the clinic was received warmly by the receptionist who asked for the identity of the animal, purpose of visit and any previous medical history. She sounded sympathetic which made the environment less tense. This is because many pet owners are always anxious when their animals are in bad condition and such initial encounter sets a good tone for the rest of the visit.

In the examination room, I observed how the veterinarian was clear about the state of the pet to the owner using sensitive terms. First, the vet asked about the particulars in symptoms, such as changes in behaviour, appetite or physical condition. The vet was carefully explaining everything in simple words so that the owner would fully understand the situation. When the vet had to recommend any treatment or diagnostic test, they took the time to explain the benefits and the potential risks as well as asked for consent from the owner before proceeding. This type of open communication kept the pet owner informed.

Non-verbal communication also plays a large role. Much can be said by body language, facial expressions and tone of voice especially in situations where words alone may not be sufficient. In most cases, the veterinarian would go down to the pet's level. This way, the animal became relaxed and allowed the vet to draw near to engage the pet's behaviour and state more closely. This non-verbal action allows the pet to feel less threatened and demonstrates empathy towards them. Another powerful tool of communication was the use of gentle touch. The veterinarian would stroke the animal that was being examined or hold their paw or body firmly but calmly.

Another deep non-verbal cue involved the use of eye contact during communication with the owners. When relating to the owner, the veterinarian would maintain eye contact to ensure that the message is conveyed in an attentive and respectful manner. In contrast, if the veterinarian or technician did not make eye contact or appeared disinterested, the owner would most likely lose their confidence in the care being provided.

Effective communication among the veterinary team is crucial in providing comprehensive care. I also observed a very strong sense of teamwork among the staff. One example was when a diagnostic result was explained by a veterinarian to a veterinary technician. While the technician prepared for the procedure, the vet explained the medical findings in detail, ensuring that both were on the same page regarding the treatment plan. This showed that respect and understanding of other colleagues are necessary in a team and how smooth inter-professional communication impacts patient care. Furthermore, the communication between the receptionist and the clinical staff was very important for the flow within the clinic. For instance, when a pet had just arrived, the receptionist was very efficient at forwarding the status of the patient, as well as any specific instructions to the technician. This kept it organized and efficient, therefore catching all of the critical information.

The veterinarian and technician also spoke in gentle tones while talking to the animals, even though they knew the animals would not be able to understand them. By speaking softly and moving steadily, it minimized the pets' stress and anxiety. This seemed to work quite well because many of the animals during their examination were much more relaxed compared to their first arrival.

Based on my observations, I felt how well the concept of effective communication in veterinary care encompasses not only the impartation of information but is also about trust, dispelling anxiety, and giving support to both the pet and the owner. Verbal communication is very important, but most often, it's supported by non-verbal ones such as touching, tone of voice and body language.

From a critical viewpoint, some areas needed further improvement in terms of communication. For example, there are some technical terms without detailed explanation; in such cases, the pet owners may become puzzled or bewildered. Besides, though the personnel were professional, at some other times, eye contact and attention could be further improved in order to build up trust. These are lapses that are inevitable but also areas for continuous improvement in a high-paced environment such as a veterinary clinic.

What I concluded from my observation was that the essence of health services relies on effective communication. Quality of provided care, comfort of the patient and emotional state of the pet owner depend directly on effective or poor communication, both verbal and non-verbal. These elements of communication contribute to a more positive therapeutic experience as well as building long-lasting trust in the healthcare services provided.