b'ARTICLE the ones who cannot, or will not, chat Ask your clients what they needgives them a seat at the table too.Most importantly, treat communication And when clients feel heard andlike the clinical tool it is. Because when respected in the way they communicate,it is inclusive, it becomes just as valuable it leads to stronger relationships, feweras any medication or surgery, helping complaints, and better outcomes allclients feel safe, supported, and seen. round.We talk a lot about access to care. But What can we change today?access starts with communication. If clients cannot reach us, cannot Improving client communicationunderstand us, or do not feel safe asking does not need to be complicated orquestions, we are already behind. Live expensive. It can start with small shifts:web chat is just one tool, but it is one that Offer more than one way to get inis helping clients who might otherwise touch; phone, email, web chat, face-to- fall through the cracks. Not because it faceis faster or more efficient, but because Keep language clear, simple, andit is kinder. And that is something worth welcomingbuilding on.Think about the barriers your current setup might create for anxious or neurodivergent clients Karis Matik RVN Karis Matik is part of the team at Kernow Vets Messaging, a dedicated veterinary answering service supporting practices across the UK. Her work focuses on making client communication more accessible, inclusive, and stress-free for both teams and pet owners. Karis helped shape the launch of Kernows Nurse-Led Live Web Chat, designed to give clients another way to reach trusted clinical advice in a format that works for them. She is also a long-time StreetVet volunteer and a passionate advocate for community outreach, inclusion, and compassionate care that extends beyond the consult room. 30www.inspiredvet.co.uk'