The client perspective

Back to: Communication as a Clinical Tool

Orientation
- Course Welcome
Unit 1 – Initiating the consultation
- Introduction
- Set Up
- Preparation resource
- Introducing yourself to the client
- Quiz
- Two vets talking
- The client perspective
- Are we on the same page?
- Agenda setting
- Summary
- Overview of the veterinary consultation guide
- References and further reading
Unit 2 – Gathering information
- Introduction
- What do you think?
- The client’s and vet’s thoughts and resources
- Can you spot the client’s cues plus resource?
- Listening to the client’s concerns
- When the vet listens to the client’s concerns
- Summary
- References and further reading
Unit 3 – Explanation and Shared Decision Making 1
- Introduction
- Ascertaining the client’s starting point and perspective
- Gauging the correct amount and type of information
- How to bridge the gap
- Providing understandable explanations
- Lost in Translation
- Explanations that relate to the client’s perspective
- Summary
- References and reading list
Unit 4 – Explanation and Shared Decision Making 2
- Introduction
- Involving the client to ensure a shared understanding
- Involving the client: a scenario
- The CODD framework and toolkit
- Making sure the plan is understood
- A Difficult Question
- Loose ends
- Why clients don’t ask questions
- Can you read the reactions?
- Summary
- References and further reading
Unit 5 – Closing the Consultation
- Introduction
- Checking for last minute concerns
- Confirming the care plan and emphasising adherence
- More about confirming the care plan and adherence
- Inefficient closure
- Clarifying the next steps
- Checking understanding
- Tips for closing the consultation
- Ensuring efficient use of time
- Summary
- References and further reading
Unit 6 – Building the Relationship
- Introduction
- Using notes and the computer effectively
- Non-verbal communication
- Beyond words
- Picking up on non-verbal cues
- Building rapport
- Different opinions
- Useful resources
- Ensuring the client is involved
- Summary
- References and further reading
Unit 7 – Providing Structure to the Consultation
- Introduction
- Making the structure open and setting the agenda
- Summarising as a tool
- Tips for effective summarising
- Using signposting and explicit transitional statements
- A guide to signposting and transitional statements
- Making the consultation flow
- A guide to the veterinary consultation
- Summary
- References and further reading