An analysis of client complaints and their effects on veterinary support staff

Abstract

Background: Veterinarians and support staff have been reporting the negative mental health effects from client complaints (CC). A previous study was performed evaluating these effects in veterinarians however no such study has been performed on veterinary support staff (VSS). Objectiv:The purpose of this study was to investigate the frequency and effects of CCs on VSS. Methods:A cross sectional anonymous survey using a web-based questionnaire was created evaluating the frequency, type, and effects from CC. The survey was distributed to five different VSS Facebook groups and respondents provided demographic information and reported the frequency and effects of such complaints.Results: A total of 681 questionnaires were collected during the study period but 130 were incomplete and were excluded from analysis. This resulted in 551 completed questionnaires available for review. One hundred and ninety (34.4%) VSS reported being subject to a CC in the previous 6 months with cost of care the most common reason (78.6%). Two hundred and sixty VSS (47.2%) reported feeling depressed because of CCs made against them, 295 VSS (53.5%) stated CCs negatively affected their enjoyment of their job, and 146 (26.5%) have considered changing their career because of CCs.Conclusions: CC have detrimental effects on VSS career satisfaction, mental health and hospital practices. Further studies are warranted to mitigate the detrimental effects of CCs.

Managing client complaints: identifying and mitigating their detrimental impacts on veterinary practitioners

“…In some cases, the experience of client complaints precipitated a change in role, leading veterinarians to alter their career focus or practice type. A similar trend was also reported in a study examining the impact of complaints on veterinary support staff, where 26.5 per cent of respondents reported considering a career change following client complaints 9 . This is a particular concern given that there is currently a shortage of veterinary staff within the UK 10…”

“…A similar trend was also reported in a study examining the impact of complaints on veterinary support staff, where 26.5 per cent of respondents reported considering a career change following client complaints. 9 This is a particular concern given…”

Perceptions of Veterinarians and Veterinary Students on What Risk Factors Constitute Medical Disputes and Comparisons between 2014 and 2022

“…On the other hand, the modes of communication mean the process of informed consent, such as explanations and information. Effective modes of communication might have become the standard operation procedure (SOP) and online-friendly tools to help clients get information during these years, as previously reported [ 26 , 40 ].…”

15 years of facts and figures on veterinary disciplinary measures in the Netherlands

“…The legal system does not provide an option to treat complaints of a less heavy character, and/or rooted in the owner's frustration, through a different complaint route. The "unfound" ruling can only be made after a full disciplinary procedure, which plays a major role in the veterinarian's well-being and job satisfaction (4)(5)(6). It seems safe to conclude that the current method of working could be adapted.…”

“…Owners rarely realize the effect of their complaints. CCs have a huge impact on veterinarians and their co-workers (4)(5)(6). Recent studies investigating the effect of complaints in both human and veterinarian medicine have shown that complaints contribute to psychological distress such as depression, burnout, anxiety, and even suicidal ideation (7,8), and health problems such as cardiovascular disease, .…”