Making client communication appetising: talking with clients about nutrition
Abstract
Nutrition is an integral component of pet health, and the veterinary healthcare team is best equipped to guide owners seeking information about pet nutrition. Veterinary nurses have an integral role in client communication about nutrition, especially when obtaining a dietary history and ensuring owner comprehension. Communication strategies, including open-ended questions, reflective listening, non-verbal communication, and empathy, can be practiced by the entire veterinary healthcare team. In order to improve client satisfaction and optimise patient care, the team can use these methods in giving and receiving information from pet owners, working with pet owners to create a plan, and ensuring ongoing compliance.
A study of compliance in pet owners in 2003 by the American Animal Hospital Association (AAHA) showed that although 90% of pet owners expect a nutritional recommendation at their pet's visit, only 15% of pet owners perceive being given one (AAHA, 2010). Furthermore, only 7% of pets that could benefit from a therapeutic food are currently being fed one (AAHA, 2010).
Together, these statistics highlight an area for improvement in patient care and effective communication between pet owners and the veterinary healthcare team. Appropriate nutrition is a critical component of a patient's health in wellness and in illness; all patients can benefit from specific nutritional recommendations at every examination (Baldwin et al, 2010). Client compliance and patient care are optimised when the veterinary healthcare team communicates effectively and engages the pet owner in the decision-making process.
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