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CVS has launched the Collaborative Care Project, a clinical initiative designed to increase client engagement and improve patient outcomes through advanced communication frameworks.
The programme responds to data suggesting that the quality of client-practitioner relationships is central to effective veterinary care and team resilience.
The project comprises seven structured modules focusing on empathetic listening and trust-building.
Based on research by Brown and Jones (2025), the modules identify four primary drivers of client satisfaction and utilise insights from pet owners to shape treatment plans.
The initiative introduces several evidence-based tools to standardise care:
- Physician-patient models: Adapts Emanuel and Emanuel’s four models of the physician-patient relationship to help clinicians tailor their communication styles.
- Clinical metrology: Utilises validated instruments, such as the University of Liverpool’s DogMA app and resting respiratory rate observations, to objectively measure pain, mobility, and behavior.
- Risk assessments: Includes the new Lifestyle Parasite Risk Assessment initiative to support risk-based parasite control.
The programme aims to reduce compassion fatigue among veterinary professionals by improving the quality of consultations, particularly those involving chronic illness or end-of-life decisions.
CVS has developed a suite of resources to support the rollout, including a dedicated learning hub and peer collaboration forums.
CVS operates over 500 practices and referral centres in the UK and Australia. Since the beginning of 2023, the group has invested £122m in facilities, technology, and equipment.
Lizzie McLennan Green, companion animal UK veterinary director and project lead, said: “We recognise that the quality of communication and collaboration in the consultation room directly impacts patient care, team wellbeing, and client satisfaction. Our Collaborative Care Project aims to equip veterinary professionals with the tools and training to build stronger, more empathetic relationships with clients.”
