BUILDING TRUST IN YOUR PRACTICE
The College continues to focus on its strategic objective to promote professionalism in the
practice of veterinary medicine. This includes providing resources to veterinarians on key areas
that are identified as risks in the practice of veterinary medicine. One of the key areas of focus
is the importance of communication between veterinarians and their clients. The veterinarian-
client-patient relationship is built on a foundation of trust. This article introduces veterinarians
to an online communication module that is available on the College’s website. The module
provides continuing professional development in effective communication skills to build and
maintain trust with clients.
“Trust is the glue of life. It’s the
foundational principle that holds
all relationships.”
Stephen Covey build relationships. For the most part we
do this without thinking about how we build
relationships – it just seems to happen, and
some are easier than others.
By Kim Lambert, DVM
Associate Registrar, Quality Practice
When you think about a person in your life
who you trust, what was it that they did to
solidify that trust? What do they continue to do
to maintain your trust? Think of your best clients, the ones you enjoy
seeing, and it is obvious that they enjoy
seeing you as well. Conversation flows easily
and compliance with your recommendations
seems almost effortless. Talking about the
cost of care is not awkward or uncomfortable.
Now, think of a person who trusts you – what
did you do to gain their trust and what do you
continue to do to maintain it? Now think about a challenging conversation
with a client you have had recently –
perhaps you found it difficult to connect
with them, or they seemed skeptical of
your recommendations, or they negatively
commented on the cost of veterinary care.
What is different about these two scenarios?
There is no denying that our most valued
relationships in life are built on a foundation of
trust. We feel safe, secure, even confident in
who we are – we feel understood and valued.
When we will inevitably make mistakes,
that person will be there to support us and
forgive us. Every day we put ourselves out
into the world, interact with people and
You might answer that the client was different,
and that would be true. All clients are unique
in their beliefs and perspectives.
Fall 2018
Vol. 34 No. 3
ISSN 2370-5965
FEATURED
A spotlight on quality practice
This issue of College Connection explores
the College’s quality practice initiatives. The
College welcomes your feedback on College
Connection.
Another key difference is the element of
trust. The level of trust that one has going
into a relationship will depend a lot on past
experience. Perhaps the client in the second
scenario had an experience with a previous
animal that eroded their trust in the veterinary
profession. Perhaps the veterinarian in the
second scenario had an experience where a
client did not pay for their animal’s veterinary
care. If this is the case, it is understandable
why the second scenario is challenging to
both parties because trust in the relationship
is already challenged. It is important to
recognize that it is human nature to make
premature judgments and equally important
to recognize that it can derail trust even before
a relationship can get off the ground.
continued on page 2
CONTENTS
Peer Advisory Conversation . . . . . . . . . . . . . 2 Prescribing & Dispensing . . . . . . . . . . . . . . . 4 Learning in Practice . . . . . . . . . . . . . . . . . . . 6
Cannabis Act . . . . . . . . . . . . . . . . . . . . . . . . . 3 AMR resources . . . . . . . . . . . . . . . . . . . . . . . 5 Members’ Forum . . . . . . . . . . . . . . . . . . . . . . 8
Instilling public confidence in veterinary regulation.
www.cvo.org