Client Communication
Client communication tests history taking, informed consent, explaining diagnoses and treatments, delivering bad news, supporting adherence, and documenting conversations. The exam values empathy, plain language, and confirmation that the client understands the plan.
Core rules and concepts
- Start with open-ended questions such as "What concerns you most today?" Then use closed questions to clarify duration, frequency, and severity.
- Use reflective listening and summarize the client's words before giving advice. Avoid jargon; say "heartworm prevention" rather than "macrolide prophylaxis."
- Informed consent requires explaining the diagnosis, options, risks, benefits, and costs, then allowing the client to ask questions. Document who consented and when.
- Teach-back confirms understanding: ask the client to explain the medication schedule in their own words.
- For bad news, use a clear warning, plain language, empathy, and a plan for next steps. Avoid false reassurance.
Worked example
A client must give insulin twice daily. The technician demonstrates the syringe, explains storage, hypoglycemia signs, and the feeding schedule, then asks the client to show the dose and describe what they will do if the pet refuses food. The client repeats the plan correctly, and the technician documents the teach-back and the printed handout given.
Traps that cost marks
- Using medical jargon and assuming the client understands.
- Giving a cost estimate without discussing options or likely range.
- Skipping teach-back and later finding the medication was given incorrectly.
- Documenting only "client educated" without specifics.