Veterinarian use of a relationship-centered care approach, characterized as a collaborative partnership between a veterinarian and a client with provision of clear recommendations and effective communication of the rationale for the recommendations, has positive implications for client adherence.

Results suggest that the RIAS was a reliable method of assessing the structure, process, and content of veterinarian-client-patient communication and that some veterinarians do not use all the tools needed for effective communication.

Results suggest that veterinarians in companion animal practice use 2 distinct patterns of communication. Communication pattern was associated with duration of visit, type of appointment, and relationship-centeredness. Recognition of these communication patterns has implications for veterinary training and client and patient outcomes.

T he importance of communication skills in veterinary medicine is an emerging topic. For instance, 1 of the 6 critical issues identified during focus-group sessions of the KPMG study 1 was that "while the scientific, technical, and clinical skills of the veterinary profession remain high, there is evidence that veterinarians lack management and communication skills necessary for success in private practice." These are general findings and may not be reflective of the skills of all veterinarians. However, many veterinarians participating in that study reported that they did not receive sufficient training in communication skills. When the researchers asked pet owners to rate the most important factors in choosing a veterinarian, the 2 factors most commonly listed were that the veterinarian is kind and gentle and that the veterinarian is respectful and informative. It is apparent, therefore, that pet owners value the interpersonal skills of their veterinarians but that many veterinarians perceive that they are lacking these valuable skills.Over the past decade, veterinarians have witnessed substantial changes in the profession. One of the major changes is the increasing recognition of the relationships that people may have with their companion animals. 2 When asked about their relationship with their pets, 85% of pet owners reported that they viewed their pets as family members. 1 In conjunction with this, there is a growing recognition that provision of veterinary services in a manner that acknowledges the human-animal bond will lead to better outcomes for veterinary practices and their patients. 1 Appreciating the impact of animal companionship on the health and well-being of humans creates a new dimension for veterinarians in public health. Veterinarians' responsibilities have expanded to include the mental health and well-being of their clients, as well as their clients' pets. 2 In a recent address, Blackwell 2 stated that today' s veterinarians are faced with educated clients armed with questions and greater expectations. Veterinarians' responsibilities for addressing questions and providing client education are increased. In an increasingly litigious society, consumers are not forgiving of unprofessional services. 2 Most complaints to regulatory bodies are related to poor communication and deficient interpersonal skills, 3 with breakdowns in communication being a major cause of client dissatisfaction. In addition, it has been predicted that by the year 2005, women will become the majority in the veterinary profession, 4 and in a recent essay, Rucker 5 stated that women judge job satisfaction by different criteria than men do, placing greater emphasis on relationships with employers, staff, and clients. Interpersonal skills are integral to a positive and adaptive response to these societal and professional changes.There is limited information in the veterinary literature on veterinarian-client-patient communication, and what is available is predominantly based on expert opinion and anecdotal information, not p...

Results suggested that veterinarian-client-patient communication differed between wellness and problem appointments. Owing to the emphasis on biomedical content during problem appointments, veterinarians may neglect lifestyle and social concerns that could impact patient management and outcomes, such as client satisfaction and adherence to veterinarian recommendations.