Your data on MRCVSonline
The nature of the services provided by Vision Media means that we might obtain certain information about you.
Please read our Data Protection and Privacy Policy for details.

In addition, (with your consent) some parts of our website may store a 'cookie' in your browser for the purposes of
functionality or performance monitoring.
Click here to manage your settings.
If you would like to forward this story on to a friend, simply fill in the form below and click send.

Your friend's email:
Your email:
Your name:
 
 
Send Cancel

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.

Become a member or log in to add this story to your CPD history

VMG president joins House of Lords

News Story 1
 Miles Russell, president of the Veterinary Management Group (VMG), has been elected to the House of Lords as a crossbench hereditary peer.

He will join Lord Trees as a representative of the veterinary sector in the second chamber of the UK parliament.

Lord Russell said: "Those of us working in the animal health and veterinary sectors are only too aware of the importance of the work we do and the challenges we face.

"I will use my platform in the House of Lords to increase understanding of our sectors and to promote positive change." 

Click here for more...
News Shorts
Sixth case of bluetongue confirmed

A sixth case of bluetongue virus serotype 3 has been confirmed in the UK.

The case was detected in an animal on a premises linked to one of the farms within the Temporary Control Zone (TCZ) currently in place near Canterbury, Kent.

In response, the Animal and Plant Health Agency has extended the TCZ. Investigations into the spread of the disease are ongoing.

The cases in Kent come at a time when a new strain of the virus has spread rapidly across farms in the Netherlands. Both the Government and the British Veterinary Association have urged livestock keepers to remain vigilant.

Bluetongue is a notifiable disease and suspected cases must be reported immediately on 03000 200 301 in England or 03003 038 268 in Wales. In Scotland, possible cases should be reported to the local field services office.