Client Education: Connecting to improve patient outcomes
Are we doing enough?
Anne Selfe, RVN, Cromwell Vets
Embracing our Congress theme – better connection with our clients from the start, collaboration as a profession to be able to support clients and their pets and progressing a better world for pets – this session will look at how we can enable clients to make informed decisions about their pet’s care. Anne will consider examples of clients’ lack of knowledge, and the difference that could have been made if they knew more about.
The 3Cs of Care: Contextual, collaborative, connected
Rich Artingstall, Vet.CT
The landscape for efficient, effective care delivery is rapidly evolving, with the increasing integration of technology, and shifting client demands. As contextual care is increasingly recognised as vital for optimal outcomes for animals and their owners, Rich will consider how the effective delivery of this model can be supported by collaboration and connection, both in person and through advancing technology, including artificial intelligence.
From A to Z. How your client’s experience affects patient outcomes
Becki Maher, InsideMinds Consulting
Clients start being influenced before the first ‘hello’ with a clinic. From the first impressions when they google clinics in their area, through to the aftercare they experience after an appointment. Their experience at every touchpoint affects whether they’ll take recommendations to help patients. The problem is that most vet clinics aren’t aware how deeply touchpoints away from the consult room or visit affect decisions made in front of the vet. In this session you’ll learn how clients perceive their experience, and how to set your team up for success before that first hello.
Leveraging Patient Advocacy Opportunities
Claire Cameron RVN, PetsApp
This session will explore the importance of patient advocacy in veterinary medicine.
Claire will provide attendees with the definition of patient advocacy in the context of veterinary care. She will highlight the importance and benefits of patient advocacy in practice, and introduce practical ways to implement it.
Learning Outcomes
- Appreciate how we can help improve client education.
- Understand connected care and how this can foster collaboration in the delivery of contextual care before, during and after in-person interactions.
- Recognise the subconscious psychological impact of your clients’ experience and why you need to pay attention to every client touchpoint.
- Understand patient advocacy and discover these opportunities in your clinic.
