Is the vet client patient relationship broken? (LVS25)

The Vet-Client-Patient-Relationship (VCPR) is seen by many as being key to client satisfaction and good patient outcomes. It is a relationship built on trust, good communication and shared understanding and responsibility, and the foundation of contextualised care. The VCPR has been highlighted as important by the RCVS and referenced in CMA reports. There are however, indications that the relationship is under strain, putting increased burdens on veterinary teams and clients. Is this assessment correct and if so how do we improve these relationships going forward?

• Understand the meaning of the 'Vet Client Patient Relationship'.
• Explore the factors that strain the Vet Client Patient Relationship.
• Discuss how to facilitate a good Vet Client Patient Relationship in your practice.

Chairperson

Liz Mullineaux, BVM&S DVM&S CertSHP FRCVS, Senior Vice President - BVA

Speakers

Amanda Joy Oates, MSC CCIPD, Managing Director - Cultivating Restorative Cultures Ltd

Julie Gibson, MRCVS, Knowledge Quality Improvement Clinical Lead - RCVS

Alison Skipper, MA Vet MB Cert VR MA PhD MRCVS, Veterinary and Research Advisor - The Kennel Club

Hamish Morrin, MSc CertVHS CHSE FHEA RVN, Lecturer in Clinical Communication Skills - School of Veterinary Medicine, University of Lancashire

Presented at LVS 2025

Friday, 21 November 2025, 09:30-10:45, BVA Congress