When a pet becomes ill, owners may need to weigh medical information, their animal’s needs and what is realistic for their family. A communication tool developed at the Ontario Veterinary College (OVC), called the Value Matrix, is designed to make these decisions clearer, more organized and more collaborative.
A new publication in the Journal of Veterinary Medical Education explores how veterinary clients and practicing veterinarians perceive the Value Matrix and its potential to support shared decision-making. The study was led by Dr. Catherine Groves, a member of the research team of Dr. Jason Coe, OVC faculty and Mars Veterinary Health Chair in Relationship-Centred Veterinary Medicine, alongside Lauren Grant and Cathy Bauman.
Bringing clarity to complex decisions
Groves says, “Veterinary decisions are rarely based on medical evidence alone. A veterinarian may present several diagnostic or treatment options, each with different advantages, disadvantages, costs and expected outcomes. Clients may also need to consider their pet’s comfort and temperament, their capacity to provide care at home, transportation, time, finances and their own preferences. The Value Matrix brings these considerations into one organized conversation, making it easy for the client to follow and for the veterinary team to receive true informed consent on practical care plans.”
Possible care options are listed along one side of the Value Matrix, while relevant patient and client considerations are listed across the top. Veterinarians can then use check marks, symbols or short notes to show how each option relates to the factors being discussed. Cost is added to the Value Matrix as a final step for the client to consider, while taking into account these other elements.
The Value Matrix does not calculate or prescribe the “right” answer. Instead, it helps veterinary professionals clearly present the available options while giving clients an opportunity to identify what matters most to them. The goal is to reach a care plan that is medically appropriate and realistic for the individual animal and family.
Supporting shared decision-making and individualized care
“The Value Matrix was developed several years ago from our approach to teaching shared decision-making to student veterinarians at OVC. Specifically, it came from working through the decision-making aspects of a case with students during a simulated-client interaction. During a timeout, we would use a whiteboard to work with students through the options, advantages and disadvantages of each option and the costs associated with the case. When students then used this outline to present the options to their simulated client, it was surprising how much more organized and efficient the information exchange became for all involved. From this success as a teaching tool, we began exploring the adoption of the Value Matrix as a communication tool that could be used in everyday veterinary practice” describes Coe.
Veterinarians bring medical knowledge and an understanding of the available diagnostic and treatment options. Clients bring valuable knowledge about their pet, household and personal circumstances. Both perspectives are essential.
A treatment may be medically available, but it may not be the best fit for every client or patient. An animal may experience significant stress during repeated appointments, for example, or a client may have difficulty providing intensive care at home. Transportation, caregiving responsibilities and quality-of-life considerations may also affect what is possible. By including these factors alongside the medical options, the Value Matrix can help veterinary professionals identify practical barriers without judgment. This was reflected in the study, where incorporating the client’s individual situation was one of the most identified advantages of the Value Matrix. More than three-quarters of participating clients and over half of participating veterinarians recognized its ability to account for factors that may influence which care option is realistic for a particular client and patient.
Making information easier to understand
Veterinary appointments can involve a large amount of information, particularly when a pet has a serious or complex condition.
Clients may hear about test results, possible diagnoses, treatment options, risks, benefits, costs and follow-up requirements within a short period of time. This can be difficult to absorb, especially when they are worried about their pet.
The visual format of the Value Matrix helps organize this information in one place. Instead of relying only on a verbal explanation, clients can see how the options compare, what each one involves and how it relates to their pet’s needs and their own circumstances. The publication supports the benefit of the visual format. Nearly half of participating clients and most participating veterinarians felt the Value Matrix could improve a client’s ability to absorb information, while participants also described the value of having options clearly laid out in front of them.
The Value Matrix may also encourage clients to ask questions or raise concerns that might not otherwise come up during an appointment. A completed copy could be provided afterward, allowing clients to review the information, speak with family members and remember how the decision was reached.
Supporting transparent conversations about cost
Cost is an important part of veterinary care, but it can be difficult to discuss for all parties.
Clients may feel uncomfortable raising financial concerns, while veterinary professionals may worry that the conversation could feel judgmental or transactional.
The Value Matrix places cost alongside other considerations, including patient needs, benefits, risks and client circumstances. This can make financial discussions feel less separate from the rest of the care conversation.
It may also help clients understand why particular options are being presented. The recent study found that some participants felt the Value Matrix could strengthen trust by showing that veterinary recommendations are based on a range of factors rather than simply favoring the most expensive option.
Preparing future veterinarians
The Value Matrix was originally developed within OVC’s clinical communication curriculum and has important applications in veterinary education.
Veterinary students must learn more than how to diagnose disease and recommend treatment. They must also learn how to explain complex information in accessible language, discuss risks and benefits, address costs, identify client concerns and work collaboratively toward informed decisions.
The Value Matrix gives students a structure to follow while developing these communication skills. It can also support clinical reasoning by helping them organize available options and consider how each one relates to the patient and client. The publication also identified this educational potential. Some participating veterinarians specifically highlighted the Value Matrix as a useful teaching tool for students, suggesting that its structured approach could help future veterinarians learn how to organize and communicate care options more effectively.
Using the tool in teaching may help future veterinarians develop an evidence-based plan that can realistically work for the individual animal and family.
To learn more, read the publication here: https://utppublishing.com/doi/10.3138/jvme-2025-0200
