In the fast-paced environment of veterinary practice, the consultation room is more than a clinical space -it’s a place where relationships are built, decisions are made, and care is co-created. Collaborative care is not just a buzzword; it’s a transformative approach that empowers both veterinary professionals and clients to work together as partners in the health and wellbeing of their pets.

Why collaboration matters

Veterinary teams bring clinical expertise, diagnostic skills, and treatment knowledge. Clients bring intimate knowledge of their pet’s behaviour, routines, and preferences. When these two perspectives are combined, the result is more accurate diagnoses, tailored treatment plans, and better outcomes. Collaboration also fosters trust, reduces misunderstandings, and enhances client satisfaction - key ingredients for long-term loyalty and improved patient care.

Building the foundation: trust and respect

The cornerstone of collaborative care is mutual respect. Clients are experts in their own right - experts on their pet’s daily life, quirks, and needs. Acknowledging this expertise sets the tone for a partnership rather than a hierarchy. Veterinary professionals can demonstrate respect by actively listening, asking open-ended questions, and validating the client’s observations and concerns.

Unconditional Positive Regard (UPR) plays a vital role here. UPR means accepting clients without judgment, regardless of their behaviour, background, or choices. This mindset fosters psychological safety, encouraging clients to share openly and honestly. When clients feel heard and respected, they are more likely to engage in meaningful dialogue and follow through with care recommendations.

Adapting communication styles

No two consultations are the same. Each client brings unique values, emotions, and expectations. Adapting communication styles to suit the situation is essential. Emanuel and Emanuel’s Four Models of the Physician-Patient Relationship offer a helpful framework:

• Paternalistic: Appropriate in emergencies when swift decisions are needed.
• Informative: Useful when clients want clear facts to make their own decisions.
• Interpretive: Helps clients clarify their values in uncertain situations.
• Deliberative: Encourages shared decision-making in complex or chronic cases.

By flexing communication styles, veterinary professionals can meet clients where they are -emotionally and cognitively - and guide them through the decision-making process with empathy and clarity.

Creating space for dialogue

Collaborative care thrives in an environment where dialogue is encouraged. This means creating space - both physically and emotionally - for clients to ask questions, express concerns, and share insights. Simple strategies like sitting at eye level, using the pet’s name, and pausing to check understanding can make a big difference.

It’s also important to explore the social and environmental context of the pet’s life. Does the client live alone? Are there financial constraints? Is the pet part of a multi-animal household? These factors influence treatment decisions and compliance. Asking about them shows care and helps tailor recommendations to what is realistic and sustainable.

Turning challenges into opportunities

Difficult conversations - such as those around euthanasia, chronic illness, or financial limitations - can be emotionally taxing. But they also offer opportunities for deep connection. When handled with compassion and transparency, these moments can strengthen the bond between client and clinician. They remind us that veterinary care is not just about treating animals - it’s about supporting the people who love them.

Practical steps to foster collaboration

Good communication is a skill we can all develop. In the veterinary consultation room, it builds trust, improves outcomes, and strengthens client relationships. Here are 22 practical building blocks to guide your conversations:

• Preparation - Clear your mind, tidy your space, and be ready to focus fully.
• Introduction - Greet warmly, introduce yourself, and show interest in the client and pet.
• Agenda Setting - Explore the client’s concerns and priorities, and agree on a shared agenda.
• Open-ended Questions - Encourage clients to share their observations to understand the full picture.
• Closed-ended Questions - Gather specific details and confirm facts.
• Pause - Use silence to give space for thought and reflection.
• Minimal Encouragers - Nod or use short prompts to keep the client talking.
• Non-verbal Behaviour - Be mindful of posture, tone, and pace.
• Reflective Listening - Repeat and paraphrase to show understanding.
• Empathy - Acknowledge and validate the client’s role and emotions.
• Partnership - Use inclusive language like “we” to foster teamwork.
• Invite shared decision-making - Present options and ask for the client’s input.
• Asking Permission - Check consent before moving forward.
• Logical Sequence - Keep the conversation structured but flexible.
• Signposting - Guide the client through the consultation journey.
• Internal Summary - Recap key points and invite clarification.
• Clear Language - Avoid jargon; use simple terms and visual aids.
• Chunk and Check - Break information into small parts and check understanding.
• End Summary - Repeat key points to show understanding and clarify information.
• Contract for Next Steps - Clarify what happens next and who’s responsible.
• Final Check - Ensure all questions and concerns are addressed.
• Follow up - Check in after the visit to reinforce the partnership and show ongoing support.

Practice these consistently to build confidence and connection in every consultation.

Clinical metrology tools in veterinary practice

Clinical metrology uses validated tools to measure subjective signs like pain, mobility, and behaviour. These tools - ranging from simple observations like resting respiratory rate to structured scales like the Liverpool LOAD score - bring objectivity to conditions that are hard to quantify. Species-specific tools help interpret non-verbal cues across animals.

Importantly, metrology empowers pet owners to actively monitor their animal’s wellbeing at home, providing insights beyond the consult room. This collaboration strengthens communication, supports tailored treatment plans, and enhances outcomes. Metrology also guides analgesic protocols and contributes to clinical research.

As a cornerstone of modern veterinary care, clinical metrology promotes evidence-based, individualised treatment and fosters a deeper partnership between veterinary teams and clients.

Conclusion

Collaborative care transforms the consultation room from a place of instruction into a space of partnership. It empowers clients, supports veterinary teams, and ultimately leads to better outcomes for patients. By embracing empathy, adaptability, and mutual respect, veterinary professionals can create a culture of care that is not only clinically effective but emotionally enriching - for everyone involved.