Veterinary School: What They Don't Teach

If you are a practicing vet with years of experience under your belt, you probably remember some of your most exciting (or terrifying!) “firsts.” As a new veterinarian, I recently gave my first examination—an emergency appointment for a mixed breed dog that had been bitten by a rattlesnake. Although I was confident in my medical skills, the way the client’s tear-filled eyes locked onto mine as I explained the effects of snake bites, the various treatment options available, and the overall cost made me more than a touch nervous. After all, veterinary school taught me how to treat an injury but not how to deal with distraught pet owners.

Following our discussion, the owner elected to pursue treatment and so the pet stayed in the hospital for the next 3 days. I personally followed up with the owner each day and gave her a status report on how the dog was doing, where we were in the treatment process, and why I felt her pet should stay longer. She came in every day to visit with her pet and I sat with her at his cage discussing how things were going. In the end the dog went home with a wagging tail, a happy owner, and a paid bill. Yet the situation could have gone in a completely different direction if I had handled my communication with her differently. What if I never called to update her on her dog’s progress? What if I hadn’t been able to explain why the treatments I suggested were so important to her dog’s health?

This situation highlights an issue that is often overlooked in veterinary medicine. As students, we are supposed to use our medical knowledge to make a seamless transition into clinical practice. Although our profession is one where communication is at the heart of every treatment and procedure, this is often the least explored or discussed topic in school. Perhaps this explains why so many new doctors struggle with the client/doctor aspect of veterinary medicine. Developing your own communication style and learning how to approach clients are skills that are crucial to your success and happiness as a veterinary professional. Everyone has a different style and any given style will not work well with all clients. But it is important to take every interaction you have with a client as a learning opportunity—not only for learning medicine, but also for strengthening your communication skills. I recently received a thank you card and muffins from an owner and pet. This interaction was a successful one!

If you still don’t believe that these “soft skills” are important then read on. Did you know that poor communication and a lack of interpersonal skills are the number one reason veterinarians are reported to regulatory bodies?¹ When clients were asked to rank qualities in order of importance in choosing a veterinarian they chose “kind and gentle” and “respectful and informative” as the top 2 valued criteria.¹ These are strong statements by clients!

When you walk into an exam room, realize that clients are looking to you for support, comfort, and reassurance. Communication is at the very heart of those services. Without effective communication, you cannot expect your clients to have confidence in your clinical judgment, which will make it difficult for you to treat their pet or convince them to comply with your discharge instructions.

Veterinary Clinics of North America: Small Animal Practice (volume 37, January 2007) is a great resource that centers on effective communication in veterinary practice. It has a number of good articles regarding communication techniques that can be used by veterinarians to learn how to improve owner compliance, help with end of life discussions, talk about money, and covers other important issues. A new veterinarian can easily get caught up in learning about medicine, but I feel it is my duty to my patients to also continue to strive to improve and embrace effective communication skills with pet owners. After all, none of my patients will be paying the bill, making the decisions, or voluntarily taking pills. I need to convince the owner that all of these are necessary for the health of my patient.

1. What can veterinarians learn from studies of physician-patient communication about veterinarian-client-patient communication? Shaw JR, Adams CL, Bonnett BN. JAVMA 224:676-684, 2004.