How to correct internet misinformation in client conversations

Vicky Ograin, MBA, RVT, VTS (Nutrition), explains the importance of a compassionate, nonjudgmental approach when discussing nutrition and treatment with pet owners. Instead of reacting to misinformation from "Dr Google," ask about the owner's concerns, acknowledge their love for the pet, explain the clinical rationale clearly, and check for understanding so owners are more likely to accept evidence-based recommendations.

The following is a transcript of the video, edited for readability:

Vicky Ograin, MBA, RVT, VTS (Nutrition): I think one of the biggest things I always think about is that we cannot judge. The minute you judge someone, they shut down. For example, a client might be feeding something inappropriate because Dr. Google told them to. A well-meaning person on the internet posts something and the owner believes it. As veterinary professionals we know that is not the right thing to feed, but if you react with a face or a mean remark like, "What a bad owner you are," the owner will just shut down and we lose them.

I try to think about it from the owner’s perspective. The pet parent loves their pet. I do not think anyone who brings an animal to a veterinary clinic hates their animal. They are listening to Dr. Google because they love their pet and they do not know where to find reliable information. Someone online says, "I know this for a fact," and the owner has no way to confirm it.

So I approach these conversations with compassion. Ask what their concern is and acknowledge it. Owners do not want to hear, "No, you are wrong." They want to feel heard. Say something like, "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." Then check in: "How does that sound? Do you have any other questions? Does that make sense?"

When I do this the pet parent usually realizes veterinarians are experts in nutrition and says, "Oh, I did not know that. Thank you for explaining." You have to explain. If you are changing the pet from an inappropriate food to a therapeutic food for a medical condition, most owners will accept it once they understand, because you explained compassionately why that food is needed.

Sometimes the internet makes them think we are doing it for money. Remind them we love animals and we are recommending what is best for their pet.

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