Eye Contact Or Computer Screens?

One of the newest rages in Vet Medicine are EVMR's (electronic veterinary medical records). Just as in human medicine, many veterinarians are using this technology in caring for patients. EVMR's offer the general practitioner a wealth of easy accessible information. There's no flipping through charts, or trying to read an illegible note or lab report. Digital images also allow for better and more precise x-rays.

The downside of all this? It's easy to get lost in the new technology and forget about the most important thing of all...the client and the patient. I've heard about many pet hospitals who struggle with keeping their services "personal" while implementing more advanced record keeping. For example, EVMR takes some of the doctor's eye contact away (to look at the laptop computer). In fact, a study done in human medicine found that 62% of respondents mentioned loss of eye contact as a concern and a barrier to use. (Banfield, Vol. 5, number 6).

For me, I embrace new technology and all the bells and whistles that accompany AS LONG AS the interpersonal communication remains the same! Making a connection with a client is critical for developing trust whether or not there is advanced technology. Things like open body language, eye contact, and interpersonal warmth must always exist in good working relationships.

Have any of you experienced some problems with your veterinarian after implementing new technology? I'm curious as to your thoughts and ideas.

--Dana

Comments

[Laurel]

I haven't actually seen this with my vet but have certainly experienced it with human docs. My mother-in-law's doctor is very skilled at this. He literally puts his hands in his lap, swivels his stool to face us, and listens, then answers our questions and explains things to us, all while looking us right in the eyes.

AFTER that, he swivels back to his computer and says out loud..."now, I need a couple of minutes here to enter my notes and then we'll talk again." At this point, we know to cut the chatter and leave him alone, which isn't hard to do because we've already gotten such great attention.

As always, you can tell the docs who've had communication training and technology now has to be a part of that training.

[Tammy]

My vet doesn't use electronic records, as of yet, anyway. The vet is great at eye contact and giving me the time I need. The techs in his practice are not so good. I don't know a single one of their names! No explanations, or introductions. That really bothers me!

One of the techs scanned Henry for a microchip using a little machine. I had no idea what she was doing though, and I had to ask. She didn't say what it was. Having never seen it before, it was a little disconcerting to have her wave this machine over my cat!

Communication is key - with or without technology!

[turtlecookie]

I agree with Tammy -- communication is key with or without technology. I'm all for having records be legible and complete, and if a computer helps in this regard, then that's great. Just don't forget to talk to me. :-)

Turtlecookie

[Laurel Hunt]

My vet has used EMR for several years now. While I find that sometimes I'm hesitant to "interrupt" him with a question or comment if he is typing into the computer, I think the use of EMR is an advantage because he can share his findings with me. He makes a printout for my records and on several occasions has put copies of x-rays and tests on a CD for me in case I should need to take the pet to the emergency clinic later, so tests would not have to be repeated. EMR has been a positive experience for me.
Laurel H.
celebrating the love of dogs at http://laurelhuntbooks.com

[Vetnurse]

I am a veterinary nurse called techs in USA? I always do my nurse consults direct and write them up after the person has left the room.
I find this a less stressful way of working and allows me to concentrate on the consult and then the recoding and keep them separate.

If l need to look at the computer to answer a question l ask them to wait a moment while l check out the info.

The beauty of computers over paper is record keeping where l can put everything down fully without wrist strain, bad handwriting is not a problem and easy to check info up, print history's off etc etc.

[Dana]

Thank you for all your wonderful comments. A flu virus kept me down last week but I'm back among the living!