When a worried pet owner sits in front of a veterinarian, trying to understand terms like ovariohysterectomy or canine parvovirus, the gap between medical language and human emotion becomes very visible.
During my recent field trip to Rumah Sakit Hewan Pendidikan (RSHP) Universitas Airlangga, I began to understand how deeply effective communication influences every aspect of veterinary care.
In this environment, veterinarians are responsible not only for healing animals but also for calming and educating their owners. As pet ownership continues to grow in Indonesia, veterinarians must learn to be healers, educators, and compassionate counsellors all at once.
According to the World Health Organization (WHO, 2021), effective communication is one of the strongest foundations of patient safety and high-quality care. Although this statement is commonly applied to human healthcare, it is equally essential in veterinary medicine.
Even today, many veterinarians and students learn little about how to communicate effectively and empathetically. A study by Heath (1988) found that veterinary students began their studies with limited understanding of the importance of interpersonal skills in veterinary work, yet their appreciation of effective communication grew as the course progressed.
In Indonesia, the challenge of communication in veterinary practice becomes even more complex due to differences in cultural values and educational backgrounds. Many pet owners may not fully understand scientific words or may feel shy to ask questions out of respect for authority.
Therefore, veterinarians must learn to use simpler, more empathetic, and patient-centered language to ensure mutual understanding. Strengthening communication is not only a technical skill but also an ethical obligation to provide fair and compassionate animal care.
During my visit to RSHP Universitas Airlangga, we closely observed how communication took place between clinical students, veterinarians, and pet owners in various departments. In the Operating Room, students worked together using structured teamwork, repeating every step before and during procedures to prevent miscommunication.
This technique reflected the SBAR method (Situation, Background, Assessment, Recommendation) widely used in human hospitals to promote accuracy and collaboration. Through this approach, the importance of teamwork, verbal confirmation, and mutual trust became very clear.
Moreover, in the laboratory section, communication focused mainly on accuracy, documentation, and accountability. The clinical student carefully explained how each sample was labelled, tested, and recorded before being handed over to veterinarians for interpretation.
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This process demonstrated that effective communication is critical in diagnostic work, where even a single mistake could change the outcome of a test. Every step showed how discipline, clarity, and proper documentation can protect both animal patients and the reputation of the clinic.
Meanwhile, in the consultation rooms, we observed a more personal and emotional type of communication. The clinical student also explained to us about the causes and prevention of miscarriage in pets, using easy and straightforward words that made complex topics easier to grasp.
Her calm tone, patience, and willingness to educate reflected how empathy can make learning and client care more meaningful.
Overall, the field experience revealed both strengths and areas that could be improved in veterinary communication. The clinical student consistently showed empathy, patience, and respect toward clients while maintaining professional conduct.
They often repeated steps, confirmed instructions, and worked cooperatively to avoid miscommunication. However, during busy hours, consultations became shorter, some explanations were rushed, and a few clinical students seemed hesitant to ask questions, likely because of hierarchical pressure.
Based on these observations and supported by research, several practical actions can be taken to strengthen communication in veterinary practice such as providing structured communication workshops, using role-play or simulation sessions, and giving students regular feedback from mentors and clients.
The World Health Organization’s (2021) Strategic Communications Framework highlights that messages should always be clear, accurate, and audience-focused.
Similarly, a study by Latham and Morris (2007) found that veterinary students who received formal training in communication skills demonstrated significantly better performance in client consultations and were rated more positively by clients compared to those without such training.
In Indonesia, these findings are also supported by national laws and ethical standards for veterinarians. The Peraturan Menteri Pertanian Republik Indonesia Nomor 3 Tahun 2019 requires veterinarians to communicate professionally and ensure that clients fully understand their pet’s condition and care instructions.
Likewise, the Kode Etik Dokter Hewan Indonesia (2021) emphasizes honesty, empathy, and clarity as essential principles of practice.
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By enhancing workshops, simulations, and peer-feedback programs, future veterinarians can become more confident, compassionate and effective communicators who strengthen trust between humans and animals.
To sum up, my visit to RSHP Universitas Airlangga inspired me to become a more understanding and caring communicator. I realized that good communication can ease fear and build trust in difficult situations. With more practice, I hope to bring the same warmth and professionalism I witnessed there.
Penulis: Tanesvary Vadivelu
Student of Faculty of Veterinary Medicine, Kedokteran Hewan, Universitas Airlangga (UNAIR)
Editor: Ika Ayuni Lestari
Bahasa: Rahmat Al Kafi
References
- Heath, T. J. (1988). Communication skills and veterinary education. Higher Education Research & Development, 7(2), 123–132. https://doi.org/10.1080/0729436880070202
- Latham, C. E., & Morris, A. (2007). Effects of formal training in communication skills on the ability of veterinary students to communicate with clients. Veterinary Record, 160(6), 181–186. https://doi.org/10.1136/vr.160.6.181
- Kode Etik Dokter Hewan Indonesia. (2021). Kode etik profesi kedokteran hewan Indonesia. Perhimpunan Dokter Hewan Indonesia (PDHI).
- Peraturan Menteri Pertanian Republik Indonesia Nomor 3 Tahun 2019. Tentang pelayanan dokter hewan praktik. Kementerian Pertanian Republik Indonesia.
- World Health Organization. (2021). Strategic communications framework for effective public health practice. WHO Press. https://www.who.int/
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