Implementing Effective Communication and Therapeutic Approaches in Vet Hospitals

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Effective communication is crucial in healthcare settings, as it directly supports the complex interactions that occur among healthcare professionals, patients, and other staff members. In animal care, just as in human healthcare, the quality of communication can significantly influence outcomes, client satisfaction, and the overall quality of service. On November 6, 2024, I observed these dynamics at the Veterinary Hospital located at Universitas Airlangga Campus C. During my time there, I focused on observing verbal and non-verbal communication methods in interactions among a veterinarian, a pet owner (considered the "patient" in this context), and a nurse.

Since the consultation was conducted primarily in Indonesian, I used a digital translator on my phone to deepen my understanding. This allowed me to capture more details of the communication between the veterinarian and the pet owner. Throughout the consultation, I noticed that the veterinarian relied heavily on non-verbal communication, using body language, facial expressions, and gestures as vital tools to build rapport and convey empathy to the owner and the pet.

The veterinarian's non-verbal cues were particularly evident during the consultation with the dog’s owner. From the start, the veterinarian displayed strong non-verbal communication through attentive facial expressions, showing care, interest, and even a hint of sadness when discussing the dog’s condition. These expressions seemed to reflect the veterinarian’s genuine concern for the dog, creating a more comfortable and trustworthy atmosphere for the owner, who appeared more relaxed and receptive to treatment suggestions. By demonstrating empathy through non-verbal signals, the veterinarian encouraged the owner to feel comfortable discussing the pet’s issues in detail, which facilitated better diagnostic processes.

Additionally, the veterinarian maintained consistent eye contact, a critical element in building trust. In medical settings, eye contact often helps patients feel genuinely heard and understood. In this case, the dog owner’s softened gaze and relaxed posture suggested they felt attended to and valued despite being in a stressful moment. I also noted that the veterinarian maintained a calm and neutral hand position between the waist and chest while speaking, subtly conveying confidence and professionalism. This deliberate posture seemed to help reassure the owner that their pet was in capable hands.

On the other hand, I observed that the veterinarian deliberately minimized verbal communication when interacting with the pet owner, focusing instead on brief questions and answers. This limitation in verbal exchange may partly be influenced by cultural norms in Indonesia, where non-verbal respect and attentiveness often carry as much weight as verbal reassurances. By keeping verbal communication concise, the veterinarian allowed non-verbal communication to take center stage, making the interaction feel more personal and sincere.

However, there were some challenges associated with this reduction in verbal communication. At certain points, the pet owner's facial expressions indicated confusion, possibly because certain medical explanations were not fully conveyed verbally. For example, while the veterinarian used facial expressions and gestures to indicate the severity of the pet’s condition, additional verbal explanations might have helped the owner understand the treatment options more clearly. This highlights an important lesson: while non-verbal communication is powerful, it is best complemented by clear verbal information, especially in situations that may be complex or stressful for the patient.

Beyond the interactions between the veterinarian and the patient, I also observed brief exchanges between the veterinarian and the nurse. This interprofessional communication was succinct yet efficient. They used minimal words, relying on specific industry terminology to quickly convey essential information about the animal’s symptoms and treatment plan. This communication style was both efficient and respectful, enabling the veterinarian and the nurse to act swiftly and effectively. The nurse often nodded or used brief verbal affirmations like “Yes, Doctor,” to indicate understanding, reflecting a sense of teamwork essential in high-stakes healthcare environments.

Reflecting on these observations, both verbal and non-verbal communication are equally important in creating an effective therapeutic environment. Non-verbal cues play a significant role in building trust and empathy, while verbal communication ensures that critical details are accurately conveyed. However, balancing the two can be challenging, particularly in time-pressured or culturally specific contexts.

To enhance communication effectiveness in this setting, several improvements can be considered. First, slightly increasing verbal communication, especially to clarify medical explanations, could help prevent misunderstandings. Even brief statements about diagnoses, treatment steps, and expected outcomes would reinforce the veterinarian’s intentions. Second, it would be beneficial for healthcare providers to receive training on adapting their verbal and non-verbal communication styles based on patient responses, particularly when facing cultural or language barriers.

In conclusion, my observations at the Veterinary Hospital underscored the importance of comprehensive communication in healthcare services. Non-verbal communication effectively builds trust and provides comfort, while verbal interactions, though limited, convey critical information. Both forms of communication are essential to ensuring patient satisfaction, improving outcomes, and strengthening the relationship between patients and providers. This experience highlights the importance of continuous communication skill development for healthcare professionals, as these skills are vital for delivering empathetic and effective care in diverse healthcare environments.