Communication is the successful transfer of information between a ‘sender’ and a ‘receiver’. The sender’s job is to communicate the instruction in a way that the receiver can accurately interpret it. The sender should think about what information needs to be communicated, who needs to know, when do they need to know, and what is the best way to communicate it? You also need to be sure that the ‘receiver’ has understood the instruction.
Now let’s look at some of the most common communication issues encountered in veterinary clinics.
- Hospital sheets. It sounds simple but can you read them? Even if your handwriting is clear, is there enough space to include all the information needed about drug dose, route of administration, and so forth? If not, it might be time for a redesign.
- Terminology. This is a biggie, especially when communicating with clients. It’s important to use clear language that can’t be misinterpreted. Dog with a pyo? Make sure everybody knows that you mean a pyometra, rather than a pyoderma (or vice versa). Be sure to use clear and simple language and avoid jargon to prevent unnecessary embarrassment or worry, particularly when talking to lay staff and clients.
- Are you making assumptions? Assuming that everybody knows what you know will lead to all kinds of problems and can have huge implications for patient safety. Instill a culture where it is normal to ask questions, raise concerns and give opinions.
- Verbal prescribing. Giving verbal instructions to a colleague to administer a particular drug happens all the time in veterinary clinics, but how do you make sure that you and the person carrying out your instruction are on the same page? Make closed loop communication the norm. This is where the person who has received the instruction repeats it back and allows for any misunderstandings to be spotted and corrected before an error is made.
- Hierarchies. Do you feel able to question the decisions of senior team members or communicate concerns about a patient? If not, what can be done to change the culture in your practice to reduce the incidence of errors?
Let’s consider an example. You are a veterinarian working in a clinic and you are just coming to the end of a procedure on your first patient of the day. Your next patient needs sedating for x-rays… Click each box to find out more.
