is a true story. I knew that we had
experienced some communication difficulties with this client while he was still
in the office, but I thought we finally had things sorted out. Actually, I was afraid I’d have trouble when
I first saw the gentleman. He had
brought along a friend to advise him, and the friend is someone whose meager
abilities require HIM to have a legal guardian.
receptionist explained (pretty patiently, I thought) that there are 24 hours in
a day, so that the “two sets of directions” were not in conflict.
the thing: despite the gentleman’s limited capacity, he did exactly the right
thing. He didn’t fully understand what he was supposed to do with the medicine,
so he called back and asked for clarification.
try to explain things in a way that makes sense to the client. I try to finish with “Do you have any more
questions? Do you understand how to give
the medicine? Do you think you can give
the medicine to him?” Most of the time
I believe I succeed. Actually, I believe
I succeed almost all of the time. Unfortunately, just because I believe it
doesn’t make it so.
the client doesn’t fully understand, and will ask the receptionist instead of
me. Sometimes they will just go home and hope for the best. I think that people don’t want to look dumb,
so they nod sagely and agree with you.
that if people don’t understand my explanation, that generally the fault lies
with me instead of them (cell phones and crying kids, not withstanding). It’s like the joke about the preacher who
asked an elder to stand at the back of the congregation. “If you see anybody
going to sleep, come forward and wake up the preacher.”
of the emails I get are from people who really should be calling their own
veterinarian instead of Doctor Internet.
They didn’t get a good enough explanation the first time, and they are
embarrassed to call back. Their doctor
assumes things are going well when he/she doesn’t hear from them. You’re paying for our services, so get your
money’s worth: get an explanation that satisfies you.
course, after you understand your instructions, you need to follow them. Give the medicine as directed (or the therapy
or whatever). If you’re not getting the
results you expect, contact your veterinarian instead of changing doses or
stopping too soon. If he/she doesn’t hear from you, they assume things are
going well (I said that before, and it’s still true). It’s perfectly okay to make changes in the
treatment plan when the results are not what you want. Give your veterinarian some feedback and make
those changes TOGETHER.