Observing Communication in Health Services: A Visit to the Animal Hospital UNAIR

Papercut Art of UNAIR Animal Hospital by Canva, Nurul Sabrina.

On Wednesday 6 November, 2024, I attended the Animal Hospital UNAIR as a field trip whose main objective was to observe the communication practices within that health service setting. From my background training, as a student of veterinary medicine, this particular visit was quite important to see how communication, both verbal and non-verbal, is effectively utilized in the provision of veterinary healthcare. The activities of the hospital setting, that is, the relationships between health professionals, clients, and the animals, provided a lot to watch, think and learn about.

Arriving at the Animal Hospital UNAIR

The first point that I noted once I entered the gates of Animal Hospital UNAIR was the environment in which was in quite good shape and had a good appeal. This hospital is located in Surabaya and it has a reputation as one of the hospitals which provides quite a number of the veterinary services that include the once the general ones and the specialized ones. The lobby was tidy and arranged properly and there were quite a number of clients, mainly pet owners with cats, dogs and birds ready to be attended to. The punctuality, professionalism as well as the warm nature of the staff could be felt at the entrance itself.

Papercut Art of A Veterinarian by Canva, Nurul Sabrina.

Observing Verbal Communication

The front desk area was my first point of observation and interaction, and here I heard the conversations between the staff and the clients. The staff showed great politeness, typically greeting people and asking them how their pets were doing, or sounding calm and sympathetic when clients appeared a bit on the nervous side.

One clinical example that stays with me is a consultation when a young couple came to see us with their sick cat. The receptionist inquired about the cat but asked in a reasonable way to get a more detailed answer than a simple yes or no questionnaire. To avoid further ambiguity she elaborated on the medical jargon she had used so that they would know if she was constructive. Ruth instantaneously made me lucid and alleviated my worries by making fierce hospital policies systematic.

Afterward, in the consulting room, I watched how veterinarians spoke to the owners of the animals with regard to the actual diagnosis and the details of treatment plans. In one of the veterinary practices, for instance, a veterinarian explained to his customers a dental defect in a dog by exhibiting the dog’s X-ray whilst explaining in normal latinate terms. An effective strategy, which I found refreshing, was the way the veterinarian used practical analogies so patients were able to understand complex issues without feeling frustrated.

I also observed structured communication between the veterinary department's team members during their morning audit. Specific cases were complained along with any other treatment that was done during the previous day while any new case that had come in was assigned responsibility. Such exchange complemented the need for proper and concise oral interaction performed by one or more persons in the case of the management of the hospital's operations.

Non-Verbal Communication in Action

Even non verbal communication was existent in the hospital. The gestures and activities of the receptionist's workplace included smiling, looking at their clients, and giving comforting signs while inviting clients to settle down in the scatter. While having to deal with animals, the veterinarians exhibited gentleness through action such as patting a frightened dog or speaking in low voice or bending to the level of the animal's eyes.

In the procedure theater which I was allowed to view from the observing booth, the surgical team made good use of non verbal communications. The head of veterinarians as a team leader used nods and hands to direct the veterinary team without an excessive amount of speech for coordination purposes. This interdependence of people emphasized the need for non verbal type of communication.

Challenges Observed in Communication

Even though the institution has sound communication strategies in place, I still witnessed some problems. I have noted overzealous interpretation on the part of employees while dealing with clients who speak regional languages or are not fluent Indonesian speakers. For example, I've witnessed a veterinarian get a colleague for help in interpreting a worried pet owner. That extra work, while unavoidable, did push back the initial contact a little bit.

Disorders of emotion are another barrier. A pet owner who was worried about her pet dog watched helplessly as the veterinarian explained the examination and the different options that could be put across. The staff was tolerant and understanding of the emotional outbursts that could be anticipated, however it has to be said that this was quite complex and time consuming to master, knowing what tools to use for what.

Reflections on Communication Dynamics

This communication went beyond the scope of the Communication module and delved into the practical intertwining of the aforementioned communication techniques during my appointment at the Animal Hospital UNAIR. The communication technique employed by the staff was not just to convey the necessary information, but also to create trust and understanding. Non-verbal therapists were able to help normalize the situation for both the clients and the animals by combining emotional support with verbal explanation, and vice versa.

This nude greatly impressed me. The morning briefs and other briefings assured that every member understood what had been discussed and that they were all on the same page. All this reduced the chance of miscommunication. A high degree of interaction is essential to ensure efficient and high-quality care.

Critical Analysis

Being able to examine the efficient communication in the hospital was a good opportunity for me to practice my critical thinking skills in real life. For instance, I pondered how the staff adjusted their methods to the clients’ feelings, beliefs and perceptions. For me, that is an important lesson as a future veterinarian because it describes a very reasonable ability to change one’s methods and ways so that they fit the circumstances best.

I have also thought about what would happen if communication broke down in a veterinary practice. Information that was not passed on accurately could give rise to some mix-ups, professional incompetence, and loss of patients’ confidence. For the first time seeing the concern of the hospital for clarity of communication and for the patient’s feelings, I have realized that it is necessary to adopt some measures to prevent such situations, including anticipation patterns like feedback to confirm understanding and the use of images to explain the ideas.

Personal Takeaways

This experience was not simply watching but also a lesson. Seeing the hospital staff working through various communication scenarios motivated me to polish my skills further. I understood that communicating with a client is equally important as the actual treatment in veterinary practice. Moreover, empathy, patience, and flexibility were also implemented. Their impact on the animal as well as the owner—like keeping a straight face or giving a pat—also fascinated me.

Conclusion

I found the time I spent at the Animal Hospital UNAIR enriching in terms of veterinary healthcare services and especially the use of language in context. This helped me learn how communication skills work in practice through the interviews of the staff with clients, coworkers, and animals in everyday practice.

This trip has strengthened my resolve to be a caring and efficient veterinary doctor. I hope to be able to apply this communication model in my professional practice so that animals and their owners can develop trust and understanding of how to provide each other with the best care.