Most veterinary practices pride themselves on being welcoming, caring, and client-focused. But here’s a question worth asking: is your communication style truly inclusive? 

We’re not just talking about being friendly at the front desk or replying quickly to emails. We’re talking about the deeper stuff, how your practice’s communication systems either open the door for clients or unintentionally shut some of them out. 

In a world where expectations are changing and client needs are more diverse than ever, communication can no longer be one-size-fits-all. 

What does “inclusive communication” actually mean? 

Inclusive communication means creating multiple, accessible ways for clients to get the support they need, no matter their background, ability, language, or comfort level. 

It means recognising that not everyone can (or wants to) call the practice between 9 and 5. That some people freeze up during phone calls. That others feel embarrassed asking questions in person. And that for many, typing out their concerns feels far less stressful than saying them out loud. 

Inclusivity isn’t about ticking a box. It’s about removing the small, unspoken barriers that can stop clients from reaching out at all. 

Spot the hidden hurdles 

Start by taking a step back and asking: who might be struggling to access our care without ever telling us? 

• Clients with anxiety or social discomfort 

• Neurodivergent individuals who find phone calls overwhelming 

• People working long or unpredictable hours 

• Those who are hard of hearing or have speech differences 

• Clients with English as a second language who need time to process 

• Parents managing young children or busy households 

• Anyone afraid of “wasting your time” or “asking a silly question” 

None of these clients want to neglect their pet’s health. But if the only option is a rushed or intimidating phone call, many may choose to wait… or not reach out at all. 

Making communication more inclusive, small shifts that make a big difference 

You don’t need to overhaul your entire practice to be more inclusive. Often, the smallest changes create the most impact. 

Here are some starting points: 

1. Offer more than one way in 

• Phone, email, web chat, in-person, let clients choose what works best for them. 

• Live chat can be especially helpful for clients who need time to think or prefer written conversation. 

2. Use clear, kind language 

• Avoid jargon where possible. 

• Keep explanations simple and check understanding. 

• Normalise questions, let clients know it’s okay to ask anything, even if it feels small.

3. Give clients time and space 

• Not every interaction needs to be instant. Some clients benefit from being able to read, reflect, and respond in their own time. 

4. Create a welcoming culture 

• Train staff to spot signs of communication struggles. 

• Encourage team members to be patient, empathetic, and adaptable. 

• Remind clients that they don’t need to apologise for asking for help. 

Real inclusivity means offering a seat at the table 

Inclusive communication isn’t just a “nice to have.” It’s a reflection of the kind of care you provide, compassionate, personalised, and accessible. 

Some clients will always pick up the phone. Others might never feel comfortable doing so. But every client deserves to be heard and supported in a way that works for them. 

The good news? You don’t have to choose one or the other. You can offer options. You can build flexibility into your systems. And you can start now, with whatever tools you have. 

Because inclusive communication isn’t just about convenience. 
It’s about kindness, equity, and trust. 

And when clients feel safe, respected, and understood, everyone wins, pets, owners, and practice teams alike.