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Veterinary Experts Advocate for Compassionate Approach When Discussing Pet Nutrition
Veterinary professionals are increasingly emphasizing the importance of compassion and understanding when discussing nutrition and treatment options with pet owners, according to industry experts.
“We cannot judge. The minute you judge someone, they shut down,” explains Vicky Ograin, MBA, RVT, VTS (Nutrition), during a recent presentation at the Fetch veterinary conference in Long Beach. This approach has become particularly crucial in an era when pet owners often arrive at clinics armed with information—or misinformation—gleaned from internet searches.
The phenomenon of “Dr. Google” has created challenges for veterinary professionals nationwide. When pet owners research symptoms or treatments online, they frequently encounter conflicting advice, much of it lacking scientific basis. Rather than dismissing these concerns outright, Ograin suggests acknowledging them first.
“The pet parent loves their pet. I do not think anyone who brings an animal to a veterinary clinic hates their animal,” Ograin notes. “They are listening to Dr. Google because they love their pet and they do not know where to find reliable information.”
The veterinary nutrition specialist recommends a four-step approach when addressing potentially harmful nutrition practices. First, ask about the owner’s specific concerns. Second, acknowledge their devotion to their pet. Third, provide accurate information in a non-confrontational manner. Finally, check for understanding to ensure the message has been received.
“Owners do not want to hear, ‘No, you are wrong.’ They want to feel heard,” Ograin emphasizes. A more effective approach might be: “I understand you really love Fluffy and you heard this on the internet. Let me give you some information. That is not quite correct and here is why.”
This communication strategy reflects a broader shift in veterinary medicine toward more client-centered care. Industry research has consistently shown that clients who feel respected and heard are more likely to adhere to treatment recommendations and maintain regular veterinary visits.
The American Veterinary Medical Association (AVMA) has noted an uptick in challenges related to online misinformation in recent years. A 2022 survey revealed that nearly 68% of veterinarians reported spending significant time during appointments correcting misconceptions acquired from online sources.
Pet nutrition represents a particularly contentious area. The market for pet food in the United States reached approximately $50 billion in 2023, according to industry reports. This lucrative market has spawned numerous marketing claims about “natural,” “holistic,” or “grain-free” diets, some of which lack scientific support or may even pose health risks.
Veterinary nutritionists have expressed concern about certain trends, such as raw food diets or grain-free formulations, which have been linked to nutritional deficiencies and other health problems in some cases. However, addressing these concerns requires tact to avoid alienating well-meaning owners.
“Sometimes the internet makes them think we are doing it for money,” Ograin acknowledges, addressing another common barrier to acceptance of veterinary recommendations. “Remind them we love animals and we are recommending what is best for their pet.”
For cases where owners still decline recommended treatments or nutritional changes despite thoughtful explanations, Ograin advises documenting the refusal in the medical record—an important step for both medical and legal purposes.
This approach to client communication reflects evolving standards in veterinary practice that prioritize not just medical expertise but also emotional intelligence and communication skills. Veterinary schools have increasingly incorporated these soft skills into their curricula, recognizing their importance in building trust with clients and improving outcomes for animal patients.
As the bond between humans and their pets continues to strengthen—with many owners viewing pets as family members—veterinary professionals who can navigate these emotional connections effectively are likely to see better compliance with medical recommendations and ultimately, healthier patients.
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9 Comments
The veterinary professionals quoted make a lot of sense. Dismissing clients’ online research outright is unlikely to be effective. A more collaborative approach is clearly needed.
It’s great to see the veterinary industry adapting their communication style to the digital age. Validating pet owners’ concerns first, before providing expert guidance, seems like a wise approach.
Absolutely, building trust is so important when helping clients navigate online health information for their pets.
The rise of ‘Dr. Google’ is certainly a challenge for vets, as pet owners can end up with conflicting information online. Responding with empathy and clarity is key to addressing misinformation effectively.
Interesting to see how veterinary professionals are adapting their approach to discussing pet nutrition with clients. Acknowledging their concerns and avoiding judgment is a smart way to build trust and have a productive dialogue.
Veterinary experts make a good point – pet owners generally just want what’s best for their furry friends. Approaching these conversations with compassion can go a long way in getting everyone on the same page.
Compassionate communication from vets is key to addressing pet owners’ misinformation concerns. Kudos to the industry for adapting their approach to the digital age.
I agree, it’s a savvy move to validate pet owners’ research before providing expert guidance. That builds trust and leads to better outcomes.
This article highlights an important shift in how vets need to engage with pet owners these days. Acknowledging misinformation and meeting them with empathy is critical.