Allergic skin diseases
How to improve communication with animal owners about allergic skin diseases
Discover the important points to discuss with your clients. To find out more, read the 2023 AAHA Management of Allergic Skin Diseases in Dogs and Cats Guidelines
Published on May 1, 2024
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Effective client communication is vital in every aspect of a practice. Indeed, client communication becomes even more paramount when initially explaining diagnostic options, time frames, and treatment variables for allergic dogs and cats. With most of these patients, this is the start of a long journey, and clients should be informed that there are likely no quick fixes or cures, only lifetime management strategies.
How effectively the veterinary team explains short-term and long-term steps toward relief and healing will set up the client’s expectations for what lies ahead.
Communication should start at the first appointment and carry on throughout all follow-up visits. It is important to openly, and without judgement, discuss any constraints (e.g., time, work schedules, transportation, finances, and/or inability to administer specific treatments) to better negotiate a plan that cares for the patient and is within the client’s capability.
10 Key messaging points when talking to clients
Each dog and cat will need a specifically tailored plan for the pet and client. Although there are basic steps to follow, some pets will respond to one approach and others to another. Keep in mind that diagnosing allergic skin diseases can be a long process that can become frustrating and confusing for clients.
- Be clear about goals: The main objective is to bring relief to the pet as soon as possible, which often requires clearing any secondary infections that may be present, possibly even before the source of the allergy is determined.
- Be transparent about the costs associated with diagnosis and treatment. Emphasize that altering strategies to meet the client’s current capacities does not mean substandard care. Offer referral as an option and allow the client to make an informed decision.
- Provide timelines for clients. Determining the best long-term treatment plan for an individual patient may take 2–4 months. Be clear about the stages of diagnosis/treatment and what needs to happen concurrently.
- Let clients know that management of the allergy is for the pet’s life and medication adjustments will likely be needed over time. Alert the client that flares-ups are not uncommon, even in a pet whose symptoms are usually well controlled.
- Strive for empathetic and nonjudgmental communication so that clients feel comfortable expressing concerns, bringing up constraints, and asking questions when something is not clear. Encourage clients to be active partners in their pets health.
- Recognize that clients may suffer from information overload and become overwhelmed during appointments. Provide clear written instructions and repeat it several times. If necessary, take a break so they can process the information.
- Ask the client how they prefer to receive information, for example, verbally, written, or on video. Provide several options and always give written instructions they can refer to later.
- Precise wording and label instructions are keys to good compliance and secondary infection control. For example, to maintain an adequate serum concentration level of cefpodoxime, be sure to say, “Administer one tablet by mouth at the same time once every 24 hours,” instead of saying, “Administer one tablet daily.”
- Praise clients for compliance when they bring their pets for rechecks, even if the improvement is slight.
- Be sure to talk to clients about ongoing monitoring, like blood work, depending on what medications their animal is receiving.
Help prevent itching, one paw at a time!
Discover the essentials for treating or controlling symptoms.