How to use agenda-setting: a communication tool to enhance appointment efficiency.

Abstract

OBJECTIVE: To describe and demonstrate agenda-setting in clinical practice. ANIMALS: Appointments with any patient(s) can benefit from agenda-setting early in the interaction. METHODS: Establishing a mutual agenda is a 9-step process that takes into consideration the client and veterinary professional agendas. Agenda-setting begins with eliciting the client's agenda in 6 steps: eliciting their reasons for the visit, concerns for the pet, and goals and expectations; summarizing back to them; checking for more items; and identifying the client's priority. In the last 3 steps, the veterinary professional shares their agenda items, negotiates a mutual agenda that includes both the client and veterinary professional agendas, and summarizes the shared agenda before a final check for additional items. RESULTS: Agenda-setting is a clinical communication process that supports the development of a shared roadmap for an appointment, leading to enhanced appointment efficiency. CLINICAL RELEVANCE: Agenda-setting is a practical tool that can be employed by the veterinary team to enhance appointment efficiency, reduce the occurrence of late-rising client concerns, meet client expectations, and enhance client satisfaction.