McArthur M L, Fitzgerald J R
School of Animal and Veterinary Science, University of Adelaide, South Australia, Australia.
Aust Vet J. 2013 Sep;91(9):374-80. doi: 10.1111/avj.12083.
To describe the communication techniques used by clients and veterinarians during companion animal visits in Australia.
A cross-sectional descriptive study.
A total of 64 veterinary consultations were audiotaped and analysed with the Roter Interaction Analysis System (RIAS); clients completed appointment level measures, including their satisfaction and perceptions of relational communication.
Participants were 24 veterinarians and 64 clients. Statements intended to reassure clients were expressed frequently in the consultations, but in 59% of appointments empathy statements were not expressed towards either the client or the patient. In 10% of appointments, veterinarians did not used any open-ended questions. Overall client satisfaction was high and veterinarians' expressions of empathy directed to the client resulted in higher levels of client satisfaction. Clients' perceptions of relational communication were related to several veterinarian and client nonverbal scales.
A focus on developing evidence-based clinical communication skills is expected to further enhance the veterinarian-client-patient relationship and associated clinical outcomes. Particular recommendations include the development of a broader emotion-handling repertoire, increased emphasis on the use of open-ended enquiry, including assessment of the client's perspective, as well as attention to aspects of nonverbal communication. The study provides preliminary evidence for the importance of verbal expressions of empathy during the companion animal consultation.
描述澳大利亚宠物就诊期间客户与兽医所使用的沟通技巧。
一项横断面描述性研究。
共对64次兽医咨询进行了录音，并使用罗特互动分析系统（RIAS）进行分析；客户完成了预约层面的测评，包括他们对关系性沟通的满意度和看法。
参与者包括24名兽医和64名客户。在咨询过程中，旨在安抚客户的表述经常出现，但在59%的预约中，未对客户或宠物表达共情表述。在10%的预约中，兽医未使用任何开放式问题。总体客户满意度较高，兽医对客户表达共情会带来更高水平的客户满意度。客户对关系性沟通的看法与兽医和客户的几个非语言量表相关。
专注于培养循证临床沟通技巧有望进一步加强兽医-客户-宠物关系及相关临床结果。具体建议包括培养更广泛的情绪处理能力，更加重视使用开放式询问，包括评估客户的观点，以及关注非语言沟通的各个方面。该研究为宠物咨询期间共情的言语表达的重要性提供了初步证据。
