2022年寵物醫(yī)師與寵物主人的有效溝通

1、寵物醫(yī)師與寵物主人的有效溝通介紹：根據(jù)在美國從事20年咨詢效勞工作的經(jīng)歷，筆者意識到，成功運(yùn)營動(dòng)物醫(yī)院最重要的工具就是有效的溝通。有效的溝通能夠讓客戶更愿意承受效勞，讓客戶對醫(yī)院更加信任，從而承受醫(yī)生的建議，放心地把寵物留在醫(yī)院進(jìn)展治療。方法：促進(jìn)與客戶更有效的溝通，有以下3點(diǎn)主要方法1. 我們需要了解的是，溝通是一種雙向的路徑，需要有演講者醫(yī)院員工與聽眾客戶。演講者需要經(jīng)過培訓(xùn)，才能讓聽眾了解醫(yī)院工作流程的重要性。2. 有效的溝通應(yīng)有一種固定的模式，每位員工都需要遵循該模式。預(yù)防獸醫(yī)學(xué)的5個(gè)步驟是促進(jìn)溝通有用的工具。3. 同時(shí)，所有的溝通都應(yīng)建立在同情心與高質(zhì)量效勞的根底上。溝通的根底是員工

2、教育：有效溝通的根底來源于員工與醫(yī)生們豐富的知識和高度的自信。沒有足夠的知識與經(jīng)歷，無法讓客戶了解醫(yī)院為什么需要進(jìn)展如此復(fù)雜的工作流程。提高員工的自信，方法就是讓他們在醫(yī)院里通過學(xué)習(xí)、培訓(xùn)、接觸各種不同的病例，從而增強(qiáng)他們的經(jīng)歷和知識。員工教育對于醫(yī)院的成功至關(guān)重要，因?yàn)榇缶植康臏贤ǘ际菑膯T工開場，又從員工完畢。如果計(jì)算一下，動(dòng)物醫(yī)院中非專業(yè)員工與客戶相處的時(shí)間是臨床獸醫(yī)與客戶相處時(shí)間的兩倍。當(dāng)客戶第一次打 或者拜訪醫(yī)院，員工首先與客戶交談并邀請他來醫(yī)院。此時(shí)正是員工開場對客戶進(jìn)展教育的時(shí)機(jī)，早于醫(yī)生對客戶的寵物進(jìn)展檢查的時(shí)候。在檢查室時(shí)，醫(yī)生來之前，員工還可以進(jìn)展體溫、脈搏的檢測。這是一個(gè)很

3、好的時(shí)機(jī)，員工可以向客戶解釋該寵物現(xiàn)在的狀況以及醫(yī)生可能會(huì)給出怎樣的建議等等。所以，員工的知識與教育程度非常重要，員工的參與能提高醫(yī)生診斷的價(jià)值。當(dāng)醫(yī)生的診斷完畢后，員工可再次撫慰客戶，讓客戶放心。醫(yī)生檢查和診斷的結(jié)果，對寵物的護(hù)理會(huì)有一系列的建議和方案。這也是員工進(jìn)展客戶教育的重要時(shí)機(jī)。ADDS該治療方案的好處、不執(zhí)行該治療方案的后果、醫(yī)生所提建議的關(guān)鍵點(diǎn)、整個(gè)故事是我的醫(yī)生們通常使用的促進(jìn)醫(yī)患有效溝通的方法。因?yàn)闇贤ㄊ请p向的，那么聽取客戶的意見，記錄客戶的需求就是溝通非常重要的組成局部。需要告之客戶、需要客戶同意的內(nèi)容，也都是應(yīng)該記錄在案。當(dāng)客戶決定是否在這所醫(yī)院治療他們的寵物時(shí)，他們想要

4、知道以下3件事情，當(dāng)然醫(yī)生可以向客戶進(jìn)展解釋，但是值得信賴的員工也可以承當(dāng)這項(xiàng)任務(wù)：1.我將會(huì)付費(fèi)多少？2.我的寵物怎么了，你們將要做些什么？3.多久能恢復(fù)，以后會(huì)復(fù)發(fā)嗎？當(dāng)解釋明白后，客戶就會(huì)同意醫(yī)生的建議，同時(shí)簽署醫(yī)療合同。醫(yī)療合同中除了醫(yī)療方案外，應(yīng)當(dāng)包括醫(yī)療費(fèi)用、支付方式以及寵物送診時(shí)間。當(dāng)然還應(yīng)留下客戶 ，以便當(dāng)醫(yī)生想對醫(yī)療方案進(jìn)展修改時(shí)，能隨時(shí)聯(lián)系到客戶。除了急診以外，在沒有簽署醫(yī)療合同之前，不采取診療措施。所有這些對客戶進(jìn)展溝通教育的行為，都要求員工自身的水平非常高。每月?lián)艹鎏囟ǖ臅r(shí)間進(jìn)展一次的室內(nèi)員工培訓(xùn)，是醫(yī)院向員工表示院方非常重視員工的教育與培訓(xùn)。員工會(huì)議是撥出特定的時(shí)間，

5、員工與醫(yī)生一起討論病例和客戶，也是員工學(xué)習(xí)的過程。有一個(gè)原那么：教育讓人更有責(zé)任感。同理，通過員工來對客戶進(jìn)展教育的重要性可見一斑。制度化標(biāo)準(zhǔn)化的溝通技巧：當(dāng)雙方進(jìn)展溝通時(shí)，我們總是希望說有意思的事情。在一個(gè)忙碌的動(dòng)物醫(yī)院里，每天會(huì)同時(shí)發(fā)生太多的事情， 鈴聲、犬吠聲、客戶在前臺咨詢，正在給寵物做術(shù)前準(zhǔn)備，準(zhǔn)備迎接送診的動(dòng)物，客戶在等待治療評價(jià)等等，所有這些營造出一個(gè)壓力環(huán)境。當(dāng)客戶匆匆忙忙時(shí)，我們與客戶交談，往往也會(huì)漏掉或忽略我們應(yīng)當(dāng)對他們解釋或建議的內(nèi)容。如果每個(gè)員工都有一個(gè)自檢目錄，就能提醒我們自己不會(huì)忽略該向客戶交代的所有要素。 在過去的20年中，筆者在多家動(dòng)物醫(yī)院推廣預(yù)防獸醫(yī)學(xué)5步自檢

6、目錄，獲得了很大成功。該自檢目錄適用于所有動(dòng)物醫(yī)院，同時(shí)也可因地制宜，根據(jù)每家醫(yī)院不同的需要作調(diào)整。該自檢目錄最重要的價(jià)值在于，醫(yī)院的每一位員工都可以統(tǒng)一地對客戶進(jìn)展教育、解釋和建議。自檢目錄也是病例的一局部，能夠顯示在醫(yī)生提出建議之后，最終客戶選擇了那種醫(yī)療方案，又放棄了哪些方案。面向客戶進(jìn)展制度化標(biāo)準(zhǔn)化的溝通、教育與建議，對于醫(yī)院經(jīng)營的成功與否非常重要。自檢目錄樣本如下：客戶姓名 日期寵物名 就診目的： 新寵物 檢查 注射疫苗 其他六個(gè)月體檢，每年CBC/GP與免疫效價(jià)疫苗佐劑 疫苗效價(jià) 每年根本血常規(guī) Q6M檢查建議1、 營養(yǎng)安康食品供給商來源iVet食譜 i Vet食療 O3O6 FA

7、/Zn食品 Rx食譜建議2、 體內(nèi)和體外寄生蟲預(yù)防，人畜共患病Q3M糞便檢查 跳蚤/心絲蟲預(yù)防 渦蟲疫苗建議3、 口腔衛(wèi)生對于安康的重要性牙膠 牙齒印模材料 洗牙 抗生素建議4、 動(dòng)物行為學(xué)，人與動(dòng)物的交流一般咨詢 處方 行為學(xué)家咨詢建議5、 該診所特有的選項(xiàng)卵巢切除/去勢手術(shù) 肛門腺 通便化毛膏 寵物美容建議富有同情心的溝通是建立在人與動(dòng)物情感紐帶Human Animal Bond的根底上。只要HAB成為員工溝通的一局部，員工就能與客戶進(jìn)展富有同情心的溝通。HAB不僅僅是你向客戶說了些什么，而是從你的身體語言就能感覺到。撫摸寵物的頭、脖子、尾巴，輕搓寵物的腹部，這些身體語言都能在與交談時(shí)表現(xiàn)

8、出與寵物的親密。與寵物坐在同高度的地板上，能讓它們有回到家的感覺。如果醫(yī)生和醫(yī)院其他員工能這樣做，會(huì)給客戶留下非常深刻的印象。在給寵物檢查完畢提出醫(yī)療方案時(shí)，就又能與寵物建立另一種HAB，同時(shí)讓客戶感受到員工的同情心。帶著客戶參觀處置室與住院處，讓客戶放心地把寵物留下來進(jìn)展治療。關(guān)于擁有寵物與人們生活的關(guān)系，一直以來的研究與事例數(shù)不勝數(shù)。在美國有很多監(jiān)獄用寵物充當(dāng)犯人在獄中的“室友。很多殘障人士，每天都承受寵物治療或陪伴。對于很多情緒紊亂或精神失常的病人，與寵物共同生活也是一種先進(jìn)的治療方式。人們從最自然的層面了解寵物，同時(shí)，自己也回到了自然的狀態(tài)。擁有寵物就像擁有了自然。所有這些知識，都應(yīng)該

9、通過醫(yī)院的員工傳達(dá)給我們的客戶。當(dāng)客戶理解了醫(yī)院所有的工作程序都是源自對動(dòng)物的同情，他們就更能理解了這些醫(yī)療程序的必要性。當(dāng)客戶明白寵物更大的價(jià)值時(shí)，他們也會(huì)對寵物更加照顧，就像對家人一樣。結(jié)論：我們已經(jīng)知道通過教育促進(jìn)溝通的重要性、預(yù)防獸醫(yī)學(xué)、HAB這三個(gè)要素。通過教育提高員工的知識，嚴(yán)格的制度化的預(yù)防醫(yī)學(xué)檢查，員工對HAB的知識，這三者是促進(jìn)有效溝通，說服客戶的根底。有效的溝通能讓醫(yī)院、客戶、寵物三方都得到最好的結(jié)果。Successful Client Communication in Veterinary Hospitals in the USAIntroduction: Through

10、 20 years experience as a consultant in the US, I have recognized the most important tools that practitioners need to polish to make their practice successful. These are COMMUNICATION tools that are used for better service rendered to the CLIENTS. Through the optimum communication clients build high

11、 level trust and confidence in the clinician. As a result of the trust their pets are left for the services and treatment that were recommended by the clinician.Method: I would like to point out 3 important ways that the communication becomes successful.1. We need to understand the communication is

12、definitely two way street. It means there are the speaker and the listener ( staff and clients). Speaker should be highly educated for the listener to be able to understand the importance of the procedures.2. It also takes a form of structure and every one need to follow this formality as part of th

13、e system. 5 Steps of Preventive Medicine is highly effective tools for communication.3. Also, all above action for commutation should be based on compassion and Quality to the eyes of clients. Otherwise client might perceive the value of the treatment and recommendation as part of merchandizing. Com

14、munication based on Staff Education: Effective communication starts from the knowledge and confidence of the staff and doctors. Without knowledge and experience no one can speak up for the pets medical need and why it is important to get the procedures done. Only way to experience the staff confiden

15、ce is to have them learn and experience through education, training and exposure to many different scenario within the hospital. Staff education is so vital for the success of the hospital since most communication is going to be initiated by the staff and most communication is finished by the staff

16、also. If calculate the percentage of time that a clinician spends with the clients it will be less than 30% compared to the para-professional encounter is more than double of doctors. When clients calls the clinic or visits initially, staff first talks and invited them to the hospital. Even in walk-

17、in cases, the communication starts with questions on the condition of pets and how the problems started. In a wellness care cases also, staff can communicate about preventive medical elements. This is the moment that the staff (receptionist) can plant the seeds to educate the clients before their pe

18、ts are examined by the doctor. During the examination room also, staff can do TPR( temperature, Pulse and Respiration check) before doctor comes in for examination. This is also a great opportunity to speak to clients about the conditions of the pets and what doctor may speak to them pertaining to t

19、he condition of the pets. So, staff knowledge and their education can be so valuable since their participation enhances the value of the doctors time at the time doctor evaluate the cases and make diagnosis. Once the diagnosis is finished staff can revisit to comfort the clients also with words of a

20、ssurance. As a result of doctors examination and diagnosis there will be recommendations and plan for the care of the pets. This is when the technicians and para-professionals can participate in the act of client education. ADDS ( Advantages of the treatment process, Disadvantages what the treatment

21、 is not followed through, Distinction of the particular process that doctor is proposing, and Storytelling ) is one of the tools that many of my doctors are using to make the communication more effective. As the communication is two-way-street listening to what clients say and putting in record on w

22、hat they request are such a vital part of communication. The component the clients should be told and what they agreed should be all in record also. When clients leave the pets at the clinic for treatment there are 3 things they wants to know and it should be clearly explained before and/or during t

23、he treatment. Although it might be best that doctors explain about these items, depending on the level of trust staff may be able to do it effectively.1. How much it will cost when I return?2. What is wrong with my pet and what will be done about it?3. How soon will it get better and will it happen

24、again? Once these are fully explained Client leave a notation that they agreed to the proposal through a paper trail. Agreement should be formulated as part of the written record regarding cost of the treatment, method of payment and time of discharge of the patients. Clients contact phone member is

25、 essential in an event that doctor might change the course of treatment for the best care of the pet. No treatment should be performed unless it is an emergency so that the contact number is so crucial for the approval of additional treatment. All these act of communication and education of the clie

26、nt requires high level education of staff. Once of month in-house training by setting aside a designated time is a good example to show the staff the hospital is serious about staff training and education. Staff meeting set aside in advance will be a good tool for the staff and doctors communicate t

27、o discuss about the patients and clients as part of the learning process. Knowing the principle that “Educated person becomes more responsible and responsive, the importance of client education through staff knowledge should be further emphasized.Structured Skills on Communication: We all want to sa

28、y impressive things to the other party when we communicate. In a busy veterinary practice, there are so many things happening simultaneously. Ringing of the phone, dogs barking, clients asking for the medication at the front desk. Surgical patient being prepared, getting it ready for the discharge a

29、nimals, clients waiting for treatment estimates: all these put us in a pressure cooker leading us to a stressful environment. Speaking to clients when they are in such a hurry even makes us to forget and/or neglect what we need to explain and recommend. Having a formulated check list for recommendat

30、ion is a good way not to skip routine and regular steps of preventive medical procedures as well as elective elements when patients are in the examination room. Author has used 5 Steps of Preventive Medicine Check list over the last 20 years to many different practices with total success. This check

31、 list is for a general practice although it can be altered in such a way that fits the practices needs. Most important thing of this list is that the staff can uniformly can educate, explain and recommend the procedures. This is also becomes part of the medical record showing what was recommended and what procedures are not followed through after recommendation. This structured process of communication through education and recommendation is a vital part of the practice success since fundamental foundation of preventive medicine is placed in