Background: UK veterinary practitioners are reported to be fearful of client complaints, but their experiences have not been formally captured. Understanding how complaints impact veterinary practitioners is key to mitigating detrimental consequences. Methods: A qualitative exploration of how UK veterinary practitioners experience and respond to adverse events was conducted. Data were collected via focus groups and interviews, which were transcribed and simultaneously analysed. Coding and theme development were inductive rather than restricted by preconceived theories. Results: Twelve focus groups and 15 individual interviews took place. One theme identified focused on the impact of client complaints. Practitioners experienced unintentional distraction and disengagement from clinical work, as well as employing defensive strategies as a direct result of complaints. The vexatious nature of some complainants was highlighted, along with concerns about practice and regulatory complaint management, lack of appropriate support, discriminatory behaviours and the influence of 'trial by media'. Conclusions: Client complaints present a threat to practitioner mental health and workforce sustainability, as well as having implications for patient safety. Mitigating these effects is a complex and multifaceted undertaking, but fairness, transparency and timeliness of practice and regulatory complaint investigation must be prioritised, along with provision of tailored support for those facing complaints.
Veterinary practitioners commonly encounter ethically challenging situations (ECSs). Not only do ECSs raise questions about how to best safeguard patient welfare, they can also be emotionally challenging for those involved. In recognition of the far‐reaching consequences of ECSs, human healthcare has embraced the use of clinical ethics support services (CESS). In this article, we discuss the use of CESS in human healthcare, why it matters for the veterinary profession and how CESS could be practically applied in a veterinary context.
The present venue clause reads: "Under this chapter an action may be brought in a district court of the United States, in the district of the residence of the defendant, or in which the cause of action arose, or in which the defendant shall be doing business at the time of commencing such action. The jurisdiction of the courts of the United Staes under this chapter shall be concurrent with that of the courts of the several States."
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