Section 4: Client Communication

Veterinarians face tremendous pressure while delivering bad news—a frequent occurrence in oncology cases—and it is a common occupational stress factor in the veterinary profession.¹ Relationships created and grown through trust propel patient care.² Health care teams establish trust by acknowledging client perspectives and providing nonjudgmental support. Clients who feel understood and validated by their pet’s health care providers may be more inclined to accept medical recommendations and adhere to treatment plans.³

When the deep feelings that people have about their pets are trivialized or ignored or when their concerns are not acknowledged with sincerity and respect, clients can become dissatisfied, disillusioned, and hostile.⁴ The best outcomes for the family unit occur when veterinarians can offer an array of options to find the best diagnostic and treatment combination for the patient and client within the context of their needs and abilities.⁵

Clients are more engaged in decision making when health care options are presented within a context of pros and cons, expected and unexpected outcomes, anticipated impact on patient diagnosis and prognosis, cost-benefit ratios, and possible additional patient support needs.⁶

Communication skills especially relevant to contextualized care conversations include open-ended inquiry, reflective listening (paraphrasing what a client has expressed back to the client), transparency, and unconditional positive regard (the veterinarian accepts the client for who they are and “meets them” where they are).⁷ Perspective taking and perspective seeking are also skills that require drawing upon cultural humility and recognizing that clients view their pets’ care journeys through a unique lens that will be influenced by personal, familial, cultural, and societal perspectives on their relationships with animals and the uniqueness of their bond with their pet.⁸

Oncologic case management relies on detailed and empathetic discussion that surrounds the entire patient care conversation— from diagnosis and treatment options to end-of-life expectations and care. General practitioners are encouraged to become acquainted with and consult veterinary oncologists to help guide them in educating clients about the complexities related to their pet’s cancer and determining treatment expectations. Oncologists’ experience and access to oncological medical literature and educational resources are valuable tools that can be shared with primary care practitioners and clients.

The 2026 AAHA Oncology Guidelines for Dogs and Cats are generously supported by CareCredit, Hill’s Pet Nutrition, Merck Animal Health, and Zoetis.