Empathy is the ability to understand and share the feelings of others. It is important for developing the vet-client relationship and building trust[1]. Clients are more satisfied with their consult when the vet demonstrates empathy[2] but sadly opportunities for demonstrating empathy are often missed in veterinary consults[3]. Something as simple as “that must be very difficult” or “I’m sorry Duke, I know that you’re sore” can go a long way to building that relationship and showing that you care.
[1]Adams, C.L. and Frankel, R.M., 2007. It may be a dog’s life but the relationship with her owners is also key to her health and well being: communication in veterinary medicine. Veterinary Clinics: Small Animal Practice, 37(1), pp.1-17
[2]McArthur, M.L. and Fitzgerald, J.R., 2013. Companion animal veterinarians’ use of clinical communication skills. Australian Veterinary Journal, 91(9), pp.374-380.
[3]Shaw, J.R., Adams, C.L., Bonnett, B.N., Larson, S. and Roter, D.L., 2004. Use of the Roter interaction analysis system to analyze veterinarian-client-patient communication in companion animal practice. Journal of the American Veterinary Medical Association, 225(2), pp.222-229.
