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Communications

About Communications

Research with pet owners shows they are willing to make changes and embrace preventive healthcare visits if they know it will benefit their pets. Unfortunately, research also shows that many pet owners do not completely understand the importance of preventive pet healthcare. For pet owners to find value in the recommendations of veterinary professionals and be motivated by their advice, there must be effective communication between the healthcare team and pet owners.

Please note: The scripts that have been provided are not intended to be memorized, but to use as idea guides to help everyone develop their "own words" to convey the important components of the key messages in the videos

How do you get started?

  1. Review the videos to stimulate ideas as to how you can best use them in your practice. For example, you may want to assign appropriate members of the practice team to view one video per week and then solicit their input on how to share the learnings from the videos with the entire team.
  2. After some or all of videos have been reviewed schedule a series of staff meetings to discuss the videos and review key elements of the scripts
  3. Consider role playing the communication scenarios outlined in the videos with members of the practice team. Having some fun with this by giving "prizes" to the best role plays can be a great way to break the ice for those that find role playing challenging. This is a surprisingly effective way to improve communication skills!
By utilizing these tools you will be able to...
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Tools & Resources

Forward Booking Communication Tips Training Video #1: Greeting Clients at the Front Desk


This less than 2-minute video demonstrates examples of how to effectively communicate about forward booking when clients first arrive at the practice.

Discussion questions are included in the video.
Supporting Materials

Forward Booking Communication Tips Training Video #2: Staff “Huddle”


This 3-minute video shows a short, informal team “huddle,” demonstrating how the management team communicates their support for forward booking and how the team members explain their perspectives.

Discussion questions are included in the video.
Supporting Materials

Forward Booking Communication Tips Training Video #3: Peer-To-Peer Support & Tips


This less than 2-minute video demonstrates how team members can provide peer-to-peer support that is important in implementing forward booking in a practice.

Discussion questions are included in the video.
Supporting Materials

Forward Booking Communication Tips Training Video #4: Doctor in the Exam Room


This 2-minute video gives a good example of how the practice veterinarian can help set expectations with the pet owner about forward booking by mentioning it at the end of the appointment.

Discussion questions are included in the video.
Supporting Materials

Forward Booking Communication Tips Training Video #5: Checking Out & Client Communication


This 2-minute video shows how the receptionist makes the next appointment for the pet before the client leaves the practice. The video demonstrates effective examples of how to handle client concerns and objections about forward booking.

Discussion questions are included in the video.
Supporting Materials

Forward Booking Communication Tips Training Video #6: End of Exam & Checking Out


This less than 2-minute video provides examples of effective ways for both the veterinarian and receptionist to talk about forward booking with clients and how to address client objections.

Be sure to download the accompanying discussion guide.

The Key to Forward Booking Appointments: Unlock the Potential of a Best Practice for Your Practice


A two-minute video that follows the client through her visit to a clinic. The video demonstrates effective ways that each member of the practice team can effectively communicate about preventive care plans.
Supporting Materials

Forward Booking Appointments


A two-minute video that demonstrates an effective conversation with a client about booking their pet’s next appointment after a yearly checkup visit. The video features veterinarian and healthcare team examples and discussion questions that can be used for team training.

Engaging Your Team


A two-minute video that demonstrates a creative way to better engage the entire practice team during a meeting.
Supporting Materials

Payment Options and Third Party Financing


Two, two-minute videos that show how the entire practice team can effectively communicate to clients about different payment options. The first video includes discussion questions that can be used for team training.
Supporting Materials

Treatment Plans and Costs


A two-minute video that provides both effective and ineffective ways to communicate and explain the cost associated with doctor recommended treatment plan.
Supporting Materials

Prepare the Client for Future Healthcare
Costs


A two-minute video that demonstrates how the entire practice healthcare team can open the conversation with pet owners about their pet’s overall, “big picture” healthcare (both medical and financial). The video includes discussion questions that can be used for team training.

How to Make Your Practice Cat Friendlier


A two-minute video that demonstrates an effective phone conversation with a cat owner, whose cat gets stressed going to the veterinarian. The video addresses how to handle obstacles such as stressful car rides and getting a cat into a carrier. The video also includes discussion questions that can be used for team training.

Words Matter: Effective vs. Ineffective Ways to Talk About Flea Control


A two-minute video that shows “good” and “bad” ways of discussing flea control with pet owners. The video consists of two short example videos and includes discussion questions that can be used for team training.
Supporting Materials

Words Matter: Effective vs. Ineffective Ways to Talk About Heartworm Prevention


A two-minute video that shows “good” and “bad” ways of discussing heartworm prevention with pet owners. The video consists of two short example videos and includes discussion questions that can be used for team training.
Supporting Materials

Effective vs. Ineffective Ways to Respond to a Client’s Medical Questions


A one-minute video that shows “good” and “bad” ways of responding to pet owners’ medical questions. The video consists of two short example videos and includes discussion questions that can be used for team training.
Supporting Materials

Words That Work Videos & Scripts


  • Help their team have successful preventive healthcare conversation with clients
  • Review techniques recommended by experts to help communicate the value of preventive care to their clients
Overview
The Words That Work series takes a detailed look at how to have successful preventive healthcare conversations with clients. Individual videos cover specific topics, including history taking and relationship building, conveying value during a physical exam, and dental, heartworm and nutrition discussions. The supporting scripts can be downloaded and provide teams with a list of communication techniques that can be applied in everyday practice.

View the videos and scripts below

History & Relationship Building
Video & Script


Discover the essential elements of the history taking process that will help practice team members develop an excellent veterinary-client relationship. Provides great tips that emphasize the importance of taking a thorough history by using active listening skills and demonstrating the genuine compassion for our patients that we have as veterinary care givers.
Supporting Materials

Physical Exam
Video & Script


Predictably, most pet owners do not understand the complexity or importance of the physical exam. This video provides helpful advice on communicating to the client, the value and benefit for their pet, of the various components of the physical exam.
Supporting Materials

Nutrition
Video & Script


Dealing with the tricky topic of pet obesity is always challenging but the communication techniques demonstrated in this video makes it much easier for everyone.
Supporting Materials

Dental
Video & Script


Many times pet owners do not understand the importance of dental care. The communication techniques shared in this video will increase the likelihood that your important recommendations for dental care will be followed by your clients.
Supporting Materials

Heartworm Prevention
Video & Script


There is a lot of misinformation on the internet regarding the importance of heartworm prevention especially in some geographic areas of the country. This video will help the entire team acknowledge the concerns expressed by some pet owners but give team members the confidence to address the issues that can arise when discussing heartworm prevention.
Supporting Materials

Additional resources developed by professionals other than
Partners for Healthy Pets

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