Structure of a consultation

Question 1

First thing to do when starting a consultation

Answer 1

1. Greeting

2. Introduce yourself: name, vet student, permission

Question 2

What to do after greeting?

Answer 2

1. Ask an open question “ So I know you are here today for Buddy’s vaccinations but is there anything else I can help you with today?”
2. LISTEN

Question 3

What should you be doing when listening to the owner?

Answer 3

1. Eye contact
2. Body language
3. non verbal and verbal responses

Question 4

Once the owner has finished saying any other issues then what?

Answer 4

1. Ask some closed questions
2. Summarise what thay ahve said
3. Screening “start with X, then y etc”

Question 5

When talking to the owner what should you do with language

Answer 5

TAILOR LANGUAGE

1. If the owner has used soem complex words can say “I’ve noticed that you’ve used some complex vocab, are you experienced in this kind of field?”
2. is no specific vocab then assume doens’t know
3. if here and there then ask as could just be from reading on google!

Question 6

What should you always do during a consult

Answer 6

1. Sign posting
2. Chunk and check
3. Repeat key info

Question 7

How to close a consultation?

Answer 7

1. Screening
2. Plan for the future
3. Summarise
4. Safety net - feel free to get in contact if worried about anything
5. Thank you and goodbye