Use of the roter interaction analysis system to analyze veterinarian-client-patient communication in companion animal practice.
OBJECTIVE
To identify specific components of veterinarian-client-patient communication during clinical appointments in companion animal practice.


METHODS
Cross-sectional descriptive study.


METHODS
A random sample of 50 companion animal practitioners in southern Ontario and a convenience sample of 300 clients and their pets.


METHODS
For each practitioner, 6 clinical appointments (3 wellness appointments and 3 appointments related to a health problem) were videotaped, and the Roter interaction analysis system (RIAS) was used to analyze the resulting 300 videotapes. Statements made during each appointment were classified by means of a communication framework reflecting the 4 essential tasks of the appointment (ie, data gathering, education and counseling, relationship building, and activation and partnership).


RESULTS
57% of the veterinarians contacted (50/87) and 99% of the clients contacted agreed to participate in the study. Mean duration of the appointments was 13 minutes. Typically, veterinarians contributed 62% of the total conversation and clients contributed 38%. Fifty-four percent of the veterinarian interaction was with the client, and 8% was with the pet. Data gathering constituted 9% of the veterinarian-to-client communication and was primarily accomplished through closed-ended questioning; 48% of veterinarian-to-client communication involved client education and counseling, 30% involved relationship building, and 7% involved activation and partnership (the remaining 6% constituted orientation).


CONCLUSIONS
Results suggest that the RIAS was a reliable method of assessing the structure, process, and content of veterinarian-client-patient communication and that some veterinarians do not use all the tools needed for effective communication.
Shaw
Jane R
JR
Department of Population Medicine, Ontario Veterinary College, University of Guelph, Guelph, ON, Canada.
Adams
Cindy L
CL
Bonnett
Brenda N
BN
Larson
Susan
S
Roter
Debra L
DL
D000293:Adolescent; D000328:Adult; D000368:Aged; D000369:Aged, 80 and over; D000818:Animals; D003142:Communication; D003430:Cross-Sectional Studies; D003625:Data Collection; D005260:Female; D006801:Humans; D007398:Interpersonal Relations; D008297:Male; D008875:Middle Aged; D009864:Ontario; D010353:Patient Education as Topic; D010358:Patient Participation; D013997:Time Factors; D018634:Veterinarians / Q000523:psychology*; D014730:Veterinary Medicine / Q000379:methods*; D014743:Videotape Recording