07 - Compliance and Complaints

It ensures pets receive proper care and treatment.

It helps veterinarians avoid legal issues.

It reduces the cost of pet care.

It makes pet owners happy.

Adherence focuses on relationship and shared planning, while compliance depends on client motivation.

Compliance involves shared decision-making, while adherence is about following orders.

Adherence is only about medication schedules, while compliance is about relationships.

Compliance is always more effective than adherence.

Strict adherence to plans, frequent check-ups, & high motivation

Lack of medication, poor staff training, and pet aggression

Overconfidence, excessive communication, and too many options

Economic concerns, time constraints, convenience & ability to convince owners

Emphasize authority, minimize conversation, focus on speed, avoid feedback

Give instructions, avoid questions, focus on paperwork, limit interaction

Invest in the beginning, elicit the client's perspective, demonstrate empathy, invest in the end

Start with treatment, skip introductions, focus on medical facts, ignore client concerns

Encouraging emotional expression

Identifying client’s feelings

Showing good nonverbal behaviour

Focusing only on giving instructions

Encouraging participation

Confirming acceptance of the treatment plan

Exploring barriers to adherence

All of the above

Conviction and Confidence

Convenience and Cost

Time and Trust

Empathy and Encouragement

Remain calm

Stay polite

Try to be helpful

Ignore the client

Apologize, whether it's your fault or not

Argue with the client

Blame the client

Listen carefully and get all the details

Empathize with the client

Guess at an answer if you don’t know it

Keep your cool

Aggressive, passive, assertive

Aggressive, defensive, assertive

Passive, defensive, assertive

Aggressive, passive, submissive