Process for telephone and personal owner communication

§1. Meet the owner

• 01Confirm who you are talking to and which animal it concerns.
• 02Listen to the end and acknowledge the concern.
• 03Speak calmly and in a language without unnecessary jargon.

§2. Give information clearly

• 01Explain one step at a time and stick to what the owner needs to act on.
• 02Be specific about medicine: what, how much, how often and for how long.
• 03Describe warning signs that require contact with the clinic.
• 04Keep yourself within the veterinarian's assessment — diagnoses and prognoses belong to the veterinarian.

§3. Ensure understanding and document

• 01Ask the owner to repeat the most important points in their own words.
• 02Agree clearly on next steps and any follow-up.
• 03Provide written guidance where possible.
• 04Note agreements and given guidance in the journal.