Helping clients say “yes” to diagnostic imaging.

Reframe imaging as a practical, noninvasive way to gain clarity. 

Clients are often more open to imaging when it’s presented as a gentle step that helps reduce uncertainty, rather than an optional add-on “test.” 
Diagnostic imaging:

• Narrows the list of possible conditions.
• Reduces guesswork and trial-and-error approaches.
• Guides the most appropriate next steps.

Try reframing the conversation: “This gives us a gentle, low-stress way to better understand what is going on and guide us on the next best steps for your pet.” 

This approach reinforces collaborative decision-making, where the clinician and client work together to choose the best path forward based on clear information and shared goals. 

Put cost and prognosis in context.

Cost concerns are often less about price and more about uncertainty. Clients are more likely to move forward when they understand both financial investment and potential clinical outcomes. Providing transparent cost estimates and explaining how imaging contributes to a more accurate understanding of prognosis helps reduce uncertainty and supports informed decisions.¹ 
Imaging can prevent:

• Delayed or missed diagnoses.
• Ineffective treatments.
• Additional visits and repeat testing.
   

Try this talk track. 

Imaging helps us add important pieces to the diagnostic picture so we can better understand what’s going on and make informed decisions together about next steps. In some cases, it also helps refine our understanding of prognosis, giving us greater clarity to guide care. While there is cost involved, it often provides enough additional information to reduce uncertainty and limit the need for further testing later. 

When discussed in this context, imaging is viewed as an investment in diagnostic confidence and informed decision-making. 

Address patient comfort and safety early.

While radiation safety can be a concern for some pet owners, it’s often not top of mind unless introduced. Framing imaging within a broader context of comfort and safety can help build trust from the outset. 
Emphasize that today’s imaging approach:

• Supports a calm, low-stress experience for pets and their owners. 
• Uses sedation or positioning aids when needed to keep patients comfortable and still. 
• Uses modern technology to produce high-quality images efficiently. 
• Reduces the need for repeat exposures while following established safety protocols.

By highlighting both comfort and safety, imaging is seen as a thoughtful, well-managed process that prioritizes the experience of everyone involved, while also helping to ensure reliable results. 

Try this talk track.

The imaging process itself is designed to be as calm and comfortable as possible for your pet. When needed, light sedation or positioning support helps keep them relaxed. Imaging is done efficiently using modern technology, and we follow established radiation safety protocols throughout. 

Use visuals to make the invisible understandable.

Imaging is one of the most powerful communication tools available, enabling you to:

• Walk clients through the image in real time.
• Compare findings to a “normal” reference image.
• Highlight “normals” and “abnormals” using simple explanations and annotation tools.

When clients can see what’s happening, it’s easier to understand the problem and the need for next steps.

Support better conversations with better workflows.

Even the strongest communication approach depends on having the time and tools to execute it.
Connected imaging workflows enable:

• Instant access to images across devices, leaving more time for client discussion.
• Seamless sharing during appointments, enabling image review and sharing chairside.
• More time focused on the client, not the technology, enabling faster, more confident decision-making.

Bringing it all together.

Improving imaging acceptance requires consistency and clarity. Practices that succeed don’t just present options. They provide clear clinical recommendations supported by explanation of benefits and next steps. 

Practices that succeed:

• Position imaging as essential to diagnosis.
• Address cost, patient comfort, and safety proactively.
• Use visuals to simplify complex information.
• Use technology to support more efficient conversations.

The outcome is improved client understanding and follow-through on care recommendations. 

How IDEXX supports better imaging conversations.

IDEXX Diagnostic Imaging solutions are designed to make these conversations easier, more efficient, and more effective.

• High-quality imaging systems deliver clear, high-contrast images that are easier for clients to understand.
• IDEXX Web PACS Software enables instant image access, chairside sharing, annotations, measurements, and comparison to reference studies.
• Integrated workflows reduce manual steps and save time, allowing teams to focus on client communication and patient care.

Together, these capabilities can help practices confidently communicate the value of imaging, leading to greater acceptance, strong client relationships, and improved outcomes.