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What makes a good consultation?
It is vital to remember that you are not the only expert and your client might be very knowledgeable about their pet’s condition.
Louise Corah presents feedback from owners at CX Congress

“An extension of the consult is the experience you get in reception as well”.

That was one of the key messages presented by PhD student Louise Corah at Cx Congress (16 June) on what makes a good veterinary consultation. During her presentation, Louise presented feedback from owners, explained why that feedback matters, and offered her ‘top tips for a top consult’.

Louise’s research shows that the veterinary practice is no longer the only place clients can get information about their pet. Family and friends, ‘Dr Google’, books, social media, personal experience and research articles all play a part in shaping our client’s knowledge. But this doesn’t mean that they don’t care about what the vet has to say. It just means that the vet’s opinion is part of a much wider circle.

What matters most?

So what matters to the veterinary client? Louise explained that clients like to be made to feel welcome. So, even if your customer care team are on the phone when they arrive, a smile and an acknowledgement of the client's presence can make a world of difference.

Clients also want to feel like you know or care about them, she said. So if it is the first time the client is visiting the practice, be enthusiastic and try to build up some rapport. If they are a regular client, they value people making a fuss over their pet and acknowledging they might be feeling unwell.

Cleanliness also matters to clients. If your practice looks shabby, it looks dirty or it smells, people will pick up on that, said Louise. Veterinary staff that smell like cigarettes or have scrubs covered in stains do not appear very professional.

When in the waiting room, it’s the little things that make a big difference. If the vet is running behind, communicate with the waiting client about why there is a delay and offer them a cup of tea or the opportunity to re-schedule. You don’t need to include the gory details, said Louise, but an acknowledgement that you value their time makes all the difference.

During the consultation, listen to the client and hear what they are saying. It is vital to remember that you are not the only expert and your client might be very knowledgeable about their pet’s condition.

Louise’s top tips for a top consult

    •    listen
    •    be open minded
    •    show that you care
    •    remember that you’re not the only expert
    •    be human
    •    you’re all on the same team.

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Survey launched to investigate EHV

News Story 1
 Zoetis has launched a new survey to identify management techniques for Equine Herpes Virus (EHV).

EHV is a contagious, airborne virus that can cause respiratory problems and severe diseases in horses and ponies. It spreads among horses over short distances, direct contact and through shared equipment.

The survey will explore current knowledge and management practices with EHV in the UK. It is quick to complete and participants could win one of 10 equine first aid kits.

Complete the survey here

Click here for more...
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WSAVA launches pet travel guidance factsheet

A new pet travel guidance factsheet for veterinary professionals and caregivers has been developed by the WSAVA in collaboration with the World Veterinary Association.

The Dog and Cat Welfare During Transport factsheet provides step-by-step guidance for all stages of a journey, from pre-travel checklists to post-travel care.

Brachycephalic breeds or animals prone to travel-related anxiety are given special focus in this guide, which also provides links to IATA container regulation and WSAVA vaccination guidelines.