Communication in the veterinary practice among members of various roles remains an underdeveloped area of research. By strengthening team coordination, the work environment can be enhanced and improve commitment to patient care and client service, which may improve health outcomes and satisfaction. Considering the importance of effective communication in veterinary practice settings, we conducted a study using a well-established instrument known as the Relational Coordination Survey. The objectives of the study were:
  1. To determine the feasibility of administering the Relational Coordination Survey in a veterinary setting.
  2. To determine the efficacy of veterinary team communication and work processes around weight management discussions, as measured by a Relational Coordination Survey
The Relational Coordination Survey was administered to the staff members of a single canine and feline practice (n=8). Survey items focused on the work processes of managing overweight patients. The Relational Coordination Survey instrument revealed asymmetry between how different workgroups are rating relationship and communication reciprocity. For example, Animal Health Technologists (rVT’s) reported a non-reciprocal relationship with Receptionists/Technologist Assistants (TA’s), but the TA’s reported high reciprocity between themselves and the rVT’s. All workgroups reported low reciprocity with clients, and reported their reciprocity with the veterinarian workgroup to be moderate to high. The Relational Coordination survey can be utilized as an intervention tool to identify and improve upon specific areas of relational effectiveness within and between workgroups. This pilot demonstrates that Relational Coordination is a useful and untapped area of research that can identify areas where veterinary teams can better communicate, leading to greater client and patient care.



Authors: 
Phillips, Alexandra1, Adams, Cindy2
1. University of Calgary, Calgary, Canada;
2. Veterinary Clinical & Diagnostic Science, Faculty of Veterinary Medicine, University of Calgary, Calgary, Canada