It’s all in the delivery – your care, your communication

By Michael Woger, Risk Manager, Guild Insurance

An article from the Guild/AVA Risk Management Committee

The difference between a good and a poor outcome from the care you provide often hinges on the quality of communication between the practice and the client. Where communication is poor, it can have a negative effect upon clients’ perceptions and their level of confidence in the practice and practitioner, which can contribute to complaints.

Identifying and addressing omissions in the communication process can help you to avert complaints and protect the reputation of your practice

Before commencing with your professional care, practitioners should be able to answer the following questions affirmatively:

• Are you satisfied that the person presenting the animal has the authority to provide instructions and to agree to pay fees?

• Are you satisfied that the customer understands the diagnosis you explained to them?

• Have you explained options for treatment, including costs estimates and potential variables that may impact on the estimates?

Professional fees are a common source of complaints, as there will be clients reluctant to pay for poor outcomes in spite of your best efforts. To counter this as best you can, inform your clients of potential costs prior to treatment, preferably in writing. Where your cost estimates change, where possible, provide your client with an update and obtain their authority to proceed.

When discussing an animal’s care with the client, a prudent step is to warn them of any risks associated with their care,  so that you can proceed having obtained their informed consent.

• Have you warned the client about potentially adverse outcomes and risk involved? Have you communicated realistic expectations of the likely outcome of your care?

• Do you have the client’s consent to proceed with treatment?

• Have you documented your dealings with the client or, if that is not possible, had a staff member (eg vet nurse) present during verbal communications?

Standardising the communication processes at the practice, such as how you provide information to clients and how you follow-up, helps to ensure that your clients are consistently well-informed.

• To support your discussion, have you, where possible, provided literature on the nature of the condition or the treatment, and guidance on the appropriate after-care?

• Have you explained the care regime required following treatment and are you satisfied that the person understands it?

Errors can and do occur in practice, but it is often how you manage an error that determines whether a client pursues a complaint against you.

• Are your clients encouraged to always approach the practice first if they have a complaint?

• Is there a dispute resolution process at the practice, that affords the client the appropriate attention and explanation?

Managing the risk of complaints by improving communication, and managing complaints effectively, maximises your opportunity to maintain a contented and loyal client base.

In the event of a complaint contact Guild Insurance on 1800 810 213 for immediate support. We can provide you with assistance in managing the incident and where required, refer you to a solicitor experienced in veterinary matters, for legal advice.