Complete, in-depth conversations with clients about all aspects of a surgical procedure are critical. It is important to clearly communicate how the surgery will be performed, potential risks and complications, and proper postoperative care.
Following are the 4 tenets of communicating with clients about surgical procedures according to the author.
1 Explaining the Diagnosis & Role of Surgery
The first step is to explain the diagnosis and role of surgery in treatment. A brief, clear explanation of how the surgery works can help the client better understand the process. Rather than simply saying, “Your dog tore his cruciate ligament, and I am going to repair it,” explaining the purpose of the cranial cruciate ligament, how the lateral suture will be placed, and how it works can improve client comprehension.
Visual aids (eg, models, videos, illustrations) can also be helpful. With the aid of a model, for example, you could demonstrate, “Here, we are going to anchor the suture, then we will pass it through this hole we make in the tuberosity, and once we pull it back to complete the loop, we crimp it into place. This will mimic your dog’s cranial cruciate ligament long enough for stabilizing scar tissue to develop.”
2 Communicating Risks & Complications
Following explanation of the role of surgery, it is important to communicate what could go wrong. Clients should understand intraoperative risks (eg, anesthesia, hemorrhage, thrombosis) as well as postoperative risks (eg, incisional infection, wound dehiscence, implant failure). Possible long-term complications/outcomes (eg, arthritis) should also be covered. When clients are prepared for postoperative instructions and their responsibilities as a caregiver, they may better understand what can go wrong and why postoperative instructions are such a critical part of their pet’s recovery. Saying something like, “Rest the patient after surgery,” is unclear and does not emphasize the critical importance of that rest. Giving a more detailed explanation like, “At least 6 weeks of rest is needed for scar tissue to build and support the lateral suture, so your dog must be strictly confined for the entire 6 weeks, or treatment could fail” may improve compliance. The client should be allowed time to ask questions and clarify any confusion.
3 Providing Updates After Surgery
Updating the client after surgery is critical. Did the procedure go as planned? Were there any unexpected issues that could change the outcome or postoperative requirements? Staying ahead of possible issues by being up front and transparent about how the surgery went is essential.
4 Leveraging Discharge Instructions
Clear, detailed written instructions should be provided, as clients may not recall all postoperative care discussed during the initial consultation. Instructions should define confinement requirements, Elizabethan-collar requirements, specific time periods, medications, and rehabilitation exercises. These details should be reviewed with the client and all questions answered at the time of discharge.
Conclusion
Walking a client through a step-by-step process from diagnosis to discharge can improve the entire surgical experience, which also typically translates to a better outcome for the patient and a happy client.