Telephone communication in emergency cases: a training program for veterinary students

The purpose of this project was to evaluate the incorporation of a telephone communication exercise into the junior surgery laboratory at Washington State University. Subjectively, the communication component seemed to encourage greater student preparedness and participation or ownership of cases in the surgical laboratory. Simulated clients were asked to score students on specific tasks and give any specific feedback. Students evaluated themselves on identical material. Areas of communication most likely to result in disparity of scores between the client's evaluation and the student's self-assessment were related to the patient's aftercare. Student survey results were consistently positive in regard to the value of the telephone communications exercise. Communication training in the veterinary curriculum could benefit from identifying opportunities to further integrate client communication experiences into other courses or laboratory experiences.