You’re only in it for the money: communication to improve consult room outcomes

This talk explores the essential role of effective communication in veterinary consultations, emphasising strategies to enhance client trust and satisfaction while addressing concerns about money. Attendees will learn techniques to build rapport, clarify costs and the value of treatments, educate clients, involve them in decision-making, and transparently address financial concerns. The session will highlight the importance of contextualised care in veterinary settings, providing practical tools and insights to foster a client-centred approach, ultimately improving outcomes in the consultation room and enhancing the overall client experience.

• Enhance Client Trust and Engagement: Participants will be able to implement techniques to build trust and rapport with clients, fostering a welcoming and empathetic consultation environment.
• Improve Clarity and Transparency in Communication: Participants will be able to clearly explain medical procedures, costs, and the benefits of treatments, ensuring clients are well-informed and confident in their healthcare decisions.
• Facilitate Client-Centred Decision-Making: Participants will be able to engage clients in shared decision-making, respecting their preferences and providing flexible financial solutions to address concerns about costs.