Periodontal Disease Doesn't Wait: Top Tips on Improving Your Veterinary Client Compliance — Part 1
Periodontal Disease Client Compliance: The History Interview
Maggie Burley, VTS (Dentistry), Clinic Support & Education, iM3 Australia | July 2025
There is no doubt that in practices across Australia that more dental procedures are being performed than ever before. I constantly hear the comments – we are so busy, we do so many dentals every day!
Well, if you think you are busy with dental procedures now, it is nowhere near where you could be. I am even seeing vet practices doubling their potential by investing in a second dental table, unit and instruments to keep up with demand.
The studies tell us that 90% of your patient base today have some form of dental disease – but are we seeing that many patients being treated? This article and Periodontal Disease Doesn't Wait: Top Tips on Improving Your Veterinary Client Compliance — Part 2 are going to look at ways to improve the client compliance - from veterinary recommendation for assessment and treatment (COHAT) for those patients most at risk of dental conditions, allowing for early intervention.
"The most common consultation type where oral exams and recommendations for treatment occur are the routine annual Vaccination Consultation."
The most common consultation type where oral exams and recommendations for treatment occur are the routine annual Vaccination Consultation. Let’s look at ways to maximise your time to have these all important conversations with clients. This starts with asking the ‘right’ questions of your client to gather an adequate history, including the patient’s dental history.
Client Interview
The Oral Examination includes as a first step, gathering a patient history. Your questions should be focused on two specific areas:
- The client's attitude or willingness to perform homecare
- How the patient is using their mouth
Let's remember that the basis of veterinary dentistry is firstly to alleviate pain, but also to maintain or restore function. Not only does the oral cavity begin the alimentary tract, but its function is also spread across other areas:
- It is a sensory apparatus (to perceive touch, temperature, pain and taste)
- It plays an important role in thermoregulation
- Allows for behavioural communication
- Is used in self-defense
- Provides grooming (especially in cats)
It is often changes in these areas that can allude to oral pain being experienced.
Here are helpful tips on obtaining a history with a 'dental focus' to gather as much information as you can to confirm the need for further investigation.
Questions to Ask
It is rare to have a patient stop eating due to oral pain. What is far more common is for the patient to change their eating habits as a sign of oral pain – or more specifically the way they eat, and changes in their preferences.
Aim your questions to discover any changes over the last 6 months (ie since their last visit) by starting with what is normal now. If you ask "What is your pet's normal diet?" you will likely get the response the client believes you are looking for – "the best diet only"! Instead ask more open questions giving the client the opportunity to share more details. Examples are:
- Tell me about your pet's normal diet – look for type, frequency, who is responsible for feeding (this is a close relationship which will come in handy later when you recommend any changes or toothbrushing)
- Ask about treats – their type & frequency – you may be able to make better recommendations later
- Does the pet owner notice if the pet 'chews' the food or swallows it whole?
- Are there crumbs left behind, or any food that drops from the mouth?
- Have they noticed if their pet drools, or have they noticed blood on their treats?
- Does their pet have a preference for a particular type of food (cats especially) and if this has changed at all?
If clients believe their pet does not 'like' their food anymore, they will buy 27 different brands and types of food until they find the one their pet now likes.
A change in food preference, especially from dry to wet, and especially in cats can be a sign of oral pain.
Even changes in their temperament, play behaviours, grooming and even sleep habits can be associated with oral pain.
A useful resource is the WSAVA Global Dental Guidelines and reviewing the observable signs of oral pain to help direct your questioning. Your patient can't give you the feedback that we as humans can give our dentists. We need to investigate and question – looking for the clues that may lead us to the conclusion that further investigation is warranted.
