b'ARTICLEoverwhelmed or focused on immediateveterinary teams to give a little. They concerns is less likely to be retained. need to be curious and see the situation Checking readiness before offeringthrough the clients eyes. However, what detailed advice can be powerful. Simpleis gained in return is significant.phrases such as, Would now be a goodImproved client follow-through leads time to talk through how this will workto better patient outcomes and fewer at home? respect the clients emotionalrepeat conversations that go nowhere. state and improve engagement. Clients feel supported rather than End-of-consultation overload is anotherlectured, which strengthens trust and common issue. Clients are often leastsatisfaction. For teams, there is often able to absorb information just as theyless frustration and a greater sense are preparing to leave. Using follow-upthat their efforts are making a tangible touchpoints - nurse appointments, phonedifference.calls, written summaries or reminderMost clients want to do the right thing messages - can reinforce key behavioursfor their animals. When follow-through when clients are more receptive. falls short, it is rarely due to apathy. Checking understanding is not the sameMore often, it reflects the complexity of as checking capability human behaviour under pressure.Many clinicians ask, Does that makeTheres a common concern that sense? at the end of an explanation.exploring lifestyle, routines and client While well-intentioned, this questionperspectives will slow consultations often elicits a polite yes, regardless ofdown. However, observational research the clients true level of confidence. in companion animal practice has Understanding what to do is differentshown the opposite. Consultations that from being able to do it consistently atincluded this broader, more relationship-home. Enabling communication explorescentred communication were actually capability, not just comprehension. shorter, on average, than those focused purely on biomedical information. 2Questions such as, How does that fitBy shifting from explaining to enabling, into your usual routine? or What mightveterinary teams can help bridge theReferencesmake this tricky on busy days? invitegap between intention and action. The1. World Health clients to consider practical barriersOrganization. Adherence without feeling judged. Normalisingchanges required are often small, butto long-term therapies: they can make a meaningful difference. evidence for action. WHO; difficulty (A lot of people find this part2003.awkward at first) encourages honestySimple, small adjustments, such as a2. Shaw JR, Adams CL, Bonnett BN, Larson S, Roter and problem-solving. 3 clearer phrase, a well-timed question,DL. Veterinarianclientor a more actionable summary, canpatient communication This approach strengthens clinicalpatterns used during advice by making it easier for clients toimprove outcomes for clients andclinical appointments in patients, and make life easier andcompanion animal practice. succeed. J Am Vet Med Assoc. more rewarding for the veterinary2006;240(9):10861095.The give-to-gain effect of enablingteams who care for them. Put simply,3. Rollnick S, Miller WR, communication when communication enables action,Butler CC. Motivational interviewing in health care. Enabling communication does requireeveryone gains! Guilford Press; 2008.Dr. Rebecca Maher MA VetMB PGCert MRCVS CXAD(Dip)Rebecca Maher is a vet, marketer and consumer psychologist. Shes the founder and Managing Director of InsideMinds, the marketing and communications consultancy that harnesses the power of behavioural science to help veterinary businesses turn more conversations into action, create engaged, loyal clients and make the lives of clinic teams easier. Rebecca works with veterinary businesses to help them solve communication and behaviour change challenges, improve client experience and create marketing content which really works.www.inspiredvet.co.uk7'