AGE: Providing clear verbal and written information together can help to reinforce communication., The way in which they address practice staff can help gauge the appropriate approach for the individual., Younger clients may appreciate a more relaxed communication style., Conversations should not become too informal or personal whilst at work, as you are representing the practice., ADDITIONAL NEEDS: Asking the client what they need to make their visit to the surgery easier will make them feel valued., It may be necessary to print instructions in large type or to write all instructions out, if the client is deaf., Speaking slowly and clearly will help those client who are able to lip read., EMOTIONAL STATE: Clients may become angry for a wide variety of reasons. These are often financial, and clients are not happy with their bill., Can present as being tearful, distressed and argumentative, as well as being angry., Sometimes people just want to talk and feel that someone has heard them and understands before they are satisfied., The client should be encouraged to voice their upset so the nurse or member of staff can listen to what they have to say., It is often a good idea to direct clients to other sources of help such as bereavement councillors or family members who can support them., SOCIO-ECONOMIC STATUS: Diagrams, radiographs or relevant videos are useful tools to help with explanations., A client with little understanding of medical conditions will need to be given a broad overview of their animal's condition, with a focus on the essential care that is needed, A client with a good medical knowledge will appreciate greater detail, using appropriate terminology., The financial position of the client and whether the pet is insured or not will have an effect on the treatment they can afford.,

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