As a Registered Veterinary Nurse (RVN), you might sometimes feel like you’ve delivered a clear, thorough consult – only to discover a week later that the pet owner hasn’t followed the treatment plan, refilled the medication, or even given the first dose. It’s frustrating, and you’re not alone in feeling it. But rather than seeing these moments as failures, it’s helpful to see them as gaps in understanding, trust, or communication that you are uniquely positioned to bridge.
Improving client compliance isn’t about being more persuasive or pushing harder. It’s about creating nursing consults that are collaborative, empathetic, and realistic. The good news? These are skills veterinary nurses can develop and refine through experience, reflection, and advanced veterinary nursing qualifications.
Understanding why compliance breaks down
There are many reasons why pet owners don’t follow veterinary advice, and most of them aren’t due to negligence or lack of care. Often, it’s about:
- Confusion: Medical terminology or instructions might have been unclear.
- Overwhelm: The owner may have felt emotionally flooded and unable to take everything in.
- Financial worry: Cost concerns that weren’t voiced during the consult.
- Fear or guilt: Especially if the pet’s condition is serious or the owner blames themselves.
- Forgetfulness or lifestyle fit: A busy home life can easily derail a dosing schedule or recheck plan.
As RVNs, you’re in a unique position to address these barriers during nurse consultations. With a little extra time and a tailored approach, you can dramatically increase the chance that clients understand, agree with, and follow through on veterinary recommendations.
Practical ways to improve client compliance
1. Make it a two-way conversation
Rather than delivering instructions, invite the client into the conversation. Ask questions like, “How does this plan sound to you?” or “What concerns do you have about doing this at home?” This not only uncovers barriers, but also empowers the client to take ownership of their role in the plan.
2. Tailor the message to the client
Avoid one-size-fits-all explanations. If the client is nervous or new to pet ownership, break things down simply. If they’ve had pets for years, tie your explanation to their experience: “You’ve managed arthritis with your last dog. This will be similar, but with some newer options.”
3. Clarify key actions in plain language
Don’t assume clients understand after one explanation. Summarise the “must-dos” clearly before the end of the consult, and if possible, provide simple written or visual aids to reinforce them. This helps combat post-consult overwhelm or forgetfulness.
4. Follow up
A quick call or message a few days later can make a big difference. It shows the client that you care, reinforces key actions, and gives them a chance to ask questions they may not have thought of during the nurse consult.
5. Create a no-judgement space
Clients are more likely to open up if they don’t fear being judged. Reframe non-compliance not as “refusal” but as “misalignment.” The tone you set can mean the difference between a defensive owner and one who’s ready to re-engage with the care plan.
How CPD can help you close the gap
Improving owner compliance isn’t just about soft skills, it’s about structured communication techniques, emotional intelligence, and an understanding of client behaviour. These are all areas where continuing professional development can make a real difference.
Courses like the Level 5 Advanced Diploma in Veterinary Nursing – Practice Nurse explore communication models, consult structure, and reflective practice. They’re designed to help RVNs lead more effective nurse consults and support owners through complex decision-making processes.
By learning how to guide conversations with confidence, ask the right questions, and truly tailor advice to each individual, you can transform your consults—and ultimately, your patient outcomes.
Owner compliance isn’t just a veterinary issue, it’s a communication one. RVNs are perfectly placed to bridge the gap between professional advice and real-world action. With the right approach, you can turn that frustrating “they didn’t follow through” into a moment of connection, understanding, and change.