Life In A Veterinary Clinic: Observing Communication and Behaviours

As a veterinarian and veterinary clinic staff member, I believe that the correct communication style is critical in gaining the trust and assurance of a pet owner.

A veterinary clinic serves as a vital place where pets and their owners seek for medical care, comfort and reassurance. On 7th of November 2024, I visited Rumah Sakit Hewan Universitas Airlangga to observe the behaviours and communication style of the workers, nurses and doctors. I have also observed the interaction among staff, clients and pets. The behaviours of the receptionist, nurses and veterinarians reflected their role in creating a calm and supportive environment to their patients and clients.

Reception counter of the veterinary hospital

The Receptionist: A Warm Welcome

The role of a receptionist is crucial as they are the one who the clients will meet first. A good and polite receptionist will give the clients a good impression towards the veterinary clinic. Based on the observation, the receptionist greeted the clients warmly and inquired about their pet’s condition. This showed that the receptionist was attentive and care toward the clients. The examples of questions are as such, ‘What seems to be the problem with your pet today?’ , ‘What’s your pet’s condition? What were his/her symptoms?’ and ‘Have you visited us before?’. All these questions not only help to gather necessary information but also build rapport. This behaviour and way of communication is vital to create trust and to ensure that the pet owners feel comfortable to share their concerns.

A helpful and attentive receptionist can easily ease the anxieties of both the pet owner and the pet. According to research, a welcoming act of behaviour helps to reduce stress and fosters an environment conducive to open dialogue. The receptionist’s ability to listen actively and provide clear guidance ensures a smooth check-in process, reflecting a high standard of professionalism.

The Nurse: Gentle Care and Support

In a veterinary clinic, a nurse’s behaviour is very impactful too. When a pet’s turn arrives, the nurse calls the pet’s name gently, accompanied by kind gestures such as opening the door for the client, creating a sense of respect. The nurse did not hold the pets immediately but she calmly called the pet’s name when the pet entered the room.

This behaviour shows the nurse’s understanding of animal psychology and the importance of nonverbal communication. A calm and patient act reassures the pet and helps a lot to succeed in the medical examination. Additionally, small actions such as maintaining eye contact with the pet owner and using a friendly tone shows empathy and professionalism.

The Veterinarian: Empathy In Action

The veterinarians play a crucial role in giving treatment to the pets. They are the ones who the pet’s owner believes in. Questions such as ‘what is going on with your pet?’ have been asked. These questions allow the pet owner to describe their observations towards their pet, fostering collaboration in the diagnostic process. Petting the pets gently while reassuring the owner’s with phrases like, ‘No worries, I will do my best.’ show that the veterinarian is displaying empathy.

This behaviour shows emotional intelligence by combining both verbal and non-verbal communication. This behaviour will enhance the client’s confidence in the veterinarian’s abilities. Research found out that empathetic communication strengthens the bond between veterinarians and clients, leading to higher satisfaction and positive outcomes. Moreover, the veterinarian’s ability to explain the procedure clearly and provide updates affect the trust and reduces uncertainty.

Pet boarding area

Opinion

Based on my observation, I found out that the veterinary staff prioritise empathy, active listening, eye contact and professionalism, which are important for addressing the needs of both pets and their owners. The receptionist’s welcoming attitude builds trust, the nurse’s gentle care ensures comfort while the veterinarian’s empathy builds confidence and reassurance. Such a communication style is effective because it aligns with the principles of compassionate care.

However, there is always room for improvement. For instance, incorporating follow-up calls to check on the pet’s progress can increase client satisfaction.

Conclusion

In the nutshell, the behaviours and communication style observed in the veterinary clinic reflect the professionalism of all the veterinary staff. By blending professionalism with empathy, the staff ensures a positive experience for pets and their owners. This norm not only fosters trust and loyalty but also reinforces the clinic’s role as a reliable partner in animal healthcare.

We walk the dog which lives in the hospital