College Connection Fall 2018

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.