How to talk with clients about specialist consultation and why it matters.

Reframe specialist input as part of standard care.

Clients are more likely to accept specialist consultation when it’s introduced as a next step in the diagnostic process, not a last resort. This reinforces the role of specialist expertise as an integrated extension of the care team, rather than a separate or escalated service. 

Specialist review supports:

• Improved interpretation accuracy.
• Greater confidence in diagnosis.
• Clear, expert-backed recommendations.

Framing these benefits in terms of what clients gain (greater clarity, confidence, and direction) helps shift the conversation from cost to value and position specialist input as part of a thorough, team-based approach to care. 

Try reframing the conversation.

“We would have specialists review imaging like this to make sure we’re getting the most accurate information for next steps.”

Emphasize confidence and reassurance.

From a client perspective, one of the most compelling reasons for specialist consultation is reassurance.
Clients want to know:

• The diagnosis is correct.
• The recommended treatment plan is appropriate.
• Every available resource is being used to support their pet.

Framing specialist input as a collaborative layer of expertise helps reinforce that confidence. 

This is especially important in complex or uncertain cases, where even a small gain in clarity can significantly impact decision-making.

Try this talk track.

Bringing in a specialist adds another layer of expert review alongside what we’re already seeing. It’s a collaborative step that brings additional perspectives to help confirm the diagnosis and guide the most appropriate next steps for this pet.  

Address cost with transparency and clinical value.

Clients are more comfortable proceeding with specialist consultation when they understand how expert advice influences diagnosis, treatment direction, and prognosis, not just the cost.¹ Like imaging discussions, cost concerns around specialist consultation are often tied to perceived value.
Help clients understand how specialist contribution enables:

• Identification and characterization of subtle findings.
• Added depth and context to imaging interpretation.
• More targeted diagnostics and treatment planning.

Try this talk track.

There is an additional cost involved, but what that provides is a more detailed look at findings. It often helps refine what we’re seeing and supports a more targeted treatment plan, which can reduce the need for unnecessary steps later on. 

When framed effectively, specialist consultation builds diagnostic confidence and early clarity, helping reduce downstream costs. 

Reinforce speed and accessibility.

Some clients assume specialist input will significantly delay care. In reality, modern teleconsultation workflows allow for timely, actionable insights.
Set clear expectations:

• Cases can be reviewed quickly, often while patients are still in hospital.
• Reports include clear conclusions and recommendations.
• Next steps can typically be determined without delay.

Try this talk track.

The other benefit to consulting with a specialist now is timing. In many cases, we can get specialist input quickly, sometimes while your pet is still here or as soon as the next day. That means we receive clear recommendations without delays, so we can move forward with the right plan right away. 

Emphasize that consultation delivers shared results with clear, actionable next steps, allowing decisions to move forward quickly and confidently. Framing consultation as both efficient and actionable helps remove another common barrier.

Use imaging to support the conversation.

Visuals remain one of the most effective tools for explaining why specialist input is valuable.

• Show the complexity or subtlety of findings.
• Explain where additional expertise can provide clarity.
• Reinforce that a second set of experienced eyes improves accuracy.  

This helps clients see consultation as a tool for improving clarity and diagnostic precision.

Support better conversations with integrated workflows.

When consulting with a specialist is easy, for the practice and the client, it gets used more often and promoted more confidently.

Integrated workflows make specialist consultation fast, seamless, and a routine part of imaging.

Integrated workflows make specialist consultation easier to use and easier to present as part of routine care. 

Bringing it all together.

Improving acceptance of specialist consultation can depend on how it is introduced and explained. Inviting clients into the process by explaining the rationale and reviewing results together supports collaborative decision-making and builds trust in the care plan.2 
Practices that are effective:

• Present consultation as part of team-based, collaborative care.
• Emphasize specialist expertise and clinical value.
• Communicate cost and expected outcomes transparently.
• Provide clear, actionable next steps.
• Share results in a way clients can understand and engage with.  

The result is stronger client trust and greater confidence in moving forward with care.

How IDEXX supports confident conversations about specialist consultation.

IDEXX Diagnostic Imaging and IDEXX Telemedicine Consultants solutions are designed to make specialist consultation easier to integrate and easier to explain.

• Embedded telemedicine workflows within IDEXX Web PACS Software allow cases to be submitted quickly and efficiently, without leaving the imaging platform.
• Board-certified specialists provide expert interpretations across a wide range of disciplines.
• Structured reports include clear conclusions and next-step recommendations, making communication with clients more consistent and effective.
• Reliable turnaround times and quality standards ensure practices can depend on timely, high-quality insights.  

Together, these capabilities embed specialist consultation into everyday care and support increased client confidence in their decisions.