Relationship centred care
The Veterinarian-client-pet relationship can be a very special part of our jobs as Veterinarians. The relationships we have are all a bit different, depending on the client, the pet and ourselves as professionals. Something all good Vet-client-pet relationships have in common is a collaborative approach, where the client is actively encouraged to participate in the decision making process around the care of theit pet.
Our clients know their pet best, they are the expert when it comes to determining what their pet will tolerate, their own ability to medicate and care for their pet, their financial capability.
We are the expert and facilitator providing all the information and options available for the care of the patient. We are there to guide and counsel the client and work with them to determine the best course of action for their pet.
Some phrases you can use to demonstrate that you are committed to collaborative care or relationship-centered care are summarised using PEARLS:
Partnership: ‘My role is to help us make this decision together about what is best for Zeus’ ‘It is my job to give you all the information you need so we can come up with a plan that is going to work best for Otis and your family
Empathy: ‘I can see that this feels very scary for you’ ‘I imagine that this is a very hard time for you and your family as you navigate this’
Acknowledgement: ‘I can see that Murphy is so well taken care of and loved’ ‘You are doing a great job of caring for him’ ‘I appreciate it hasn’t been an easy road but you’re doing a great job’
Respect: ‘I really respect the care and effort you have put in to Johnny’s care’ ‘I really respect the thought that you’ve put in to considering this, its a really hard decision’
Legitimisation: This is a really hard situation for you, as it would be for any invested pet owner. ‘Most people would find this situation really hard to deal with’ ‘You are not alone with this dilemma, many of our clients really struggle with this’
Support: ‘My team and I are here to support you through this’ ‘In these situations it’s really important that we support you through this process’
From Williamson P (2011) A 4-step model of relationship-centered communication. Adapted by permission from Clark W, Hewson M, Fry M, Shorey J. Communication Skills Reference Card. American Academy on Healthcare Communication; 1998. In Suchman A, Sluyter D, & Williamson P (2011) Leading Change in Healthcare. Radcliffe Medical Press; p 311.