The internet is an amazing tool. It provides us with valuable information when we want to learn about things like buying a car or planning a vacation. As veterinarians, it can help us develop competencies in core areas like communication training for your practice that 30 years ago would not have been possible.

In addition, it can also give our clients opportunities to do research on conditions that their pets might experience. I’m sure you’ve experienced, more than once, when a client suggested a Dr. Google diagnosis. This can be helpful and a hindrance.

Where Veterinary Exams Get Off-Track

The above example of a Dr. Google diagnosis is one area where, despite your best efforts, an exam can become a tangled mess that you must unravel. Other common exam room situations that can prevent you from doing your job well might include:

• You are faced with a litany of questions before you even have a chance to introduce yourself.
• The owner starts to ask questions unrelated to your medical interview and you both end up down the rabbit hole.
• The owner immediately wants you to make a diagnosis by asking very specific, leading questions like, “Do you think my dog is overweight or has cancer, etc?” before you have even done the physical exam.
• The owner starts to ask questions about another pet he or she has that is not present in the exam room.

There may be hundreds of very legitimate questions your client might ask but are simply out of order in your exam flow model. When questions are asked out of an exam room model, it can actually create a confusing and chaotic atmosphere where things get missed or overlooked. This creates less than optimal care, which results in a frustrated client.

Own The Exam Room

The key to employing good veterinary communication principles is to have an exam room flow model where order and structure are prioritized. When you own your exam room, you are in charge. The structure you set allows you to not only be more efficient in your practice but also allows you to demonstrate that you care for your clients and patients. 

How do you get started? First, you should have some key goals as the veterinarian of what you want to accomplish in the exam room. Your list might vary from the list below, but these are the minimum goals you should have when conducting a medical interview for your patient.

• Your client must understand that you care and want to take care of them and that their pet will be treated for the best possible medical outcome.
• You want to complete the exam in a timely manner to ensure your patient doesn’t get stressed during the process.
• You have to follow your process to ensure the right steps are taken for a thorough exam of your clients’ loved pet so things don’t get missed.
• Your time is limited. You have a lot of patients to see. If you take too much time on one case, others will not have the opportunity to be treated.
• That your time is valuable. By employing an exam room flow model (owning the exam room) you can be much more efficient, which leads to better profitability and the ability to pay and retain great staff. 

Owning the exam room first means that you are setting yourself up to achieve these key goals. If you have more goals (or a different set), you are the only one that can ensure you achieve your goals. You need to take charge and lead in the exam room. 

From your very first conversation with your client, you help to establish how the entire appointment will flow. In fact, when your entire staff understands how you want to communicate, they’ll help you set the stage for a successful appointment before you even enter the room.

Some Tips for Exam Room Success

It’s easy to own the exam room when you have a client that is a little timid and just trusts that you are the expert. 

A question I often hear from veterinarians is, “What do I do when my appointment seems to get off-track?”

When you start the appointment the right way, you can mitigate the rabbit hole. The training in our academy can give you a variety of scripts that will help you begin and and keep an appointment on the right foot.

If you find that the appointment is shifting in a direction that perhaps indicates you no longer own the exam room, here are some scripts you can try:

Your client starts peppering you with questions, WHILE YOU ARE DOING THE PHYSICAL EXAM, that take you down a rabbit hole.

Try saying this: “Great question. I actually want to spend some more time discussing this. Hold that thought while I finish the physical exam. When I’m done, then we can sit down and discuss all your questions and concerns.”

Your client wants to talk about other pets that aren’t present for the exam

Try this: “That’s a great question. If it’s ok with you, my mind does best if I just focus on one pet at a time, otherwise, I might get everyone confused. With your permission, let’s focus on Max for now. When we are all done with the consultation today, if there is still time, I’ll review the record and we can talk about Daisy. If we don’t have enough time, we can have the technician schedule a consultation in the future to examine and talk about Daisy. Are you okay with that?”

Your client wants to jump into the exam before you have a chance to understand your patient’s history

Try this: “Oh, yes. I can see why you’re concerned. I’ll get a good look at that when I do the complete physical exam. If it’s ok with you, before I do the exam, I want to chat and get more information. Let’s put Max on the floor. You can sit and you can both relax. I have a few questions I’d like to ask, so I understand all your concerns. By the way, I’m Dr. _______ and you must be_____. This is my technician, ______. Now, tell me more about …”

Bottom Line

You should own the exam room for some very important reasons: 

• You want to ensure the best patient outcomes.
• You want delighted and satisfied clients.
• You want to put your client and patient at ease in a Fear Free® way.
• You want to be efficient and effective with your time.

There are so many other ways to own your exam room. We’ve just barely scratched the surface here. When you own the exam room and follow an “exam room flow model” you’ll find success, joy, and be more effective and efficient in your appointments.