Module 1: Clinical Communication

Contextualised care is a concept that has been around for some years but has gained increasing traction in the face of the cost of living crisis and the CMA enquiry, but contextualised care is about much more than saving money. In this session we will explore what is meant by contexts and explore how this approach can help improve animal welfare and build better understanding with your clients.

Unlock the tools and confidence to tackle challenging conversations with clarity, empathy, and professionalism. This interactive 90-minute session uses real-world examples, group collaboration, and expert insights to help you refine your approach to delivering bad news, addressing team conflicts, and navigating tough discussions about money or mistakes. With practical skills and a proven framework, you’ll leave empowered to handle even the most uncomfortable conversations effectively.

Top tips for getting the message across without losing the patient – part 1: The diagnosis of a pet’s cancer can be an emotional one for caregivers. Additionally, along with shock and grief, it can be the start of a long journey of decision-making, large financial and time commitments, home nursing, and more. Caregivers’ wishes for their pet may vary, from wanting to do everything possible, to not proceeding. Client’s concerns may be diverse – from whether they can cope with caring for a pet with cancer, to whether their pet can cope with cancer treatment. No matter what decisions are made, or a treatment paths are followed, the veterinary oncology team must work with caregivers to build a strong and trusting working relationship. In this way, we can guide them through the reality of cancer treatment, prognoses and realistic expectations, ethical and welfare-centred outcome objectives, and treatment options. This session focuses on some of the potential barriers perceived by clients, and how the oncology team – working collaboratively and in a multi-disciplinary way – can support the caregiver empathetically, considering their and the pet’s perspective, to facilitate optimal and ongoing patient care. Getting this right from the start is crucial, and can make all the difference to successful interventions, and to how the pet and client proceed through care plans.

Top tips for getting the message across without losing the patient – part 2: We are all very different! Some owners want to know every detail of their pet’s condition, some want to put the care completely into our hands, some owners will know that their dog drinks an average of 714mls of water a day, some will not have any idea their dog is drinking more than normal. Neither is right or wrong or even good or bad but all owners want their pet to feel well and stay well for as long as possible. For these different owners, the way to reach the best treatment decision for their pet may be very different. This lecture uses the author’s experience of working in a multi-disciplinary team and with nurses who have been a big part of owner communication. I will let you know what I feel has worked well and what hasn’t and my top tips for stress-free communication.

Communication affects all members of the practice team. The development of communication skills is not solely the domain of the veterinary surgeon, but also applies to veterinary nurses, receptionists and practice managers. This chapters explains the principles of face-to-face communication, how to communicate with clients, the importance of communication within the practice, and external communication.