You finish a patient exam, review the medications and instructions with the client, and walk her to the front desk. A few hours later, the phone rings: \u201cWait,\u201d she says, \u201cwhen do I start this medication again?\u201d We\u2019ve all been there. The information we gave was correct and thorough. But something got lost during our explanation. In many cases, a communication gap is at fault, not a lack of attention.<\/p>\n
Veterinarians learn to communicate complex medical information, but sometimes, pet owners don\u2019t speak our lingo. Between stress, unfamiliar terminology, and varied learning preferences, even the clearest instructions can confuse clients. Add in language barriers, multiperson households, and digital overload, and it\u2019s easy to see why critical details sometimes don\u2019t stick.<\/p>\n
If we want clients to trust us and receive the best care for their pets, we must ensure they truly understand what we\u2019re saying, whether verbally, visually, or digitally. And that means examining what we say in the exam room and how we communicate on our websites, social media pages, email reminders, and app notifications.<\/p>\n
Human medicine has recognized the communication problem for decades. Take, for example, the reading level in written discharges, visit summaries, and posted information about medical conditions. The American Medical Association recommends writing patient materials at a sixth-grade reading level. The National Institutes of Health suggests eighth grade.<\/p>\n
Why? Research shows that 9 out of 10 adults struggle with comprehending health information at some point.<\/p>\n
Even among college-educated clients, comprehension can dip dramatically when they are stressed or emotional. In other words, the moment they\u2019re worried about a pet\u2019s illness is the moment they\u2019re least able to process complex information.<\/p>\n
You don\u2019t need a linguistics degree to improve health literacy in your veterinary practice. You need only a few tools and the habit of double-checking content before you post or print it.<\/p>\n
Try these free online tools:<\/p>\n
Even small tweaks \u2014 shorter sentences, an active voice, and fewer medical terms \u2014 can make a significant difference. If your writing reads like a textbook, make it conversational.<\/p>\n
Here\u2019s an example. Which paragraph would you rather read?<\/p>\n
Both paragraphs are accurate, but only one helps the client understand what\u2019s happening and what to do next.<\/p>\n
When pet owners leave your hospital, they\u2019re juggling worries, schedules, kids, car keys, and \u2014 God forbid \u2014 a dog on a retractable leash. Even if they understood every word you said, they\u2019ll forget some within hours. That\u2019s why written follow-ups, whether printed or digital, are essential. They include:<\/p>\n
If your practice uses an app or client portal, upload post-visit instructions there as well. That way, clients can access directions anytime without having to dig through paper or voicemail.<\/p>\n
A timesaving option involves dictation software or AI medical scribes. Practice teams that use one of the many veterinary-specific platforms can document information quickly without looking down to write or type, allowing for more eye contact.<\/p>\n
Pet owners also interact with you in these ways:<\/p>\n
Use plain, benefit-focused language. Replace \u201cWe offer comprehensive diagnostics utilizing digital radiography and ultrasonography\u201d with \u201cWe use advanced imaging tools to find answers quickly and get your pet the treatment they need faster.\u201d<\/p>\n
In addition, add alt text to images for accessibility, and work with your website provider to ensure user-friendly visual text, general ADA compliance, and proper keywords.<\/p>\n
Avoid jargon and acronyms such as DVM, CBC, and TPR. Add alt text to images to help with accessibility. Keep your posts conversational. For example, \u201cWe use gentle handling and pheromone diffusers to keep pets calm during visits\u201d is better than \u201cOur team is Fear Free Certified.\u201d<\/p>\n
Use short subject lines. Also, one-sentence calls to action such as these work well: \u201cKeep Bella itch-free this season by scheduling her allergy exam today\u201d and \u201cIt\u2019s time for Max\u2019s wellness visit because early detection means a longer, healthier life.\u201d<\/p>\n
How do you know if your client communication is becoming clearer? Here are four ways:<\/p>\n
Every day, veterinary teams translate medicine into meaning. But if our words are too technical, our handouts too dense, or our delivery mismatched to client needs, the message is lost, and so is the opportunity for better patient care.<\/p>\n
When clients understand, their pets thrive, and that\u2019s the outcome we all work toward.<\/p>\n
Your findings and advice shouldn\u2019t require a decoder ring.<\/p>\n","protected":false},"author":823,"featured_media":78996,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"iawp_total_views":0,"footnotes":""},"categories":[538],"tags":[],"class_list":["post-78994","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-february-march-2026","column-socially-acceptable","clinical_topics-client-communication","clinical_topics-social-media"],"acf":{"hide_sidebar":false,"hide_sidebar_ad":false,"hide_all_ads":false},"yoast_head":"\n