Veterinary team members must navigate an ethical tightrope when advocating for the needs of the patient and managing the rights of the animal owner. Lisa J. Hunter, MSW, LSW, and Jane R. Shaw, DVM, PhD, provide a thoughtful article. It includes scripting that merits consideration.
This exercise is similar to triangulation psychology used by counselors, consultants and leaders to solve problems. Instead of looking directly at an animal owner and offering a solution, the leader, or veterinarian, aligns physically alongside the animal owner and both review the facts together. With patient details in front of them, the scripted questions can be used along with the professional perspective.
Source: Clinician’s Brief, November/December 2018. Link.
When the veterinary team elicits the client’s perspective and provides the information needed to make an informed choice with the team’s guidance, the result is a mutually agreed upon care plan that benefits the welfare of the patient and respects the client’s wishes.
Also see: 5 Communication Skills that Show You Care, ArtPetty.com, via NAVTA January 30, 2019. Link
INSIGHTS: Consider seeking help from a trusted sales representative to create role plays and script some common questions in a team exercise. Practice helps team members gain confidence and create win-win-win results.