Effect of client complaints on small animal veterinary internists

Bryce, Annan; Rossi, T. A.; Tansey, Colleen; Murphy, Ray; Murphy, Lisa; Nakamura, Reid K.

doi:10.1111/jsap.12936

Cited by 19 publications

(44 citation statements)

References 31 publications

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“…The questionnaire (Appendix 1) developed for this study was modified from a previous study (Bryce et al, 2019)…”

Section: Methodsmentioning

confidence: 99%

“…A previously unexamined stressor is client complaints (CCs). A recent study evaluated the frequency and effects of CCs among small animal veterinary internists (Bryce et al., 2019 ). While CCs were relatively rare, the effect of CCs was pronounced, with more than 70% of small animal veterinary internists reporting feeling depressed due to a CC, and more than 40% considering changing their career because of CCs.…”

Section: Introductionmentioning

confidence: 99%

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

Rogers¹,

Murphy²,

Murphy³

et al. 2022

Veterinary Medicine & Sci

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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.

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“…The questionnaire (Appendix 1) developed for this study was modified from a previous study (Bryce et al, 2019)…”

Section: Methodsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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

Rogers¹,

Murphy²,

Murphy³

et al. 2022

Veterinary Medicine & Sci

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show abstract

“…66,67 Furthermore, a relationship between client complaints and intention to change careers has been found in small animal internists. 68 Participants mentioned the relationship between support from employers and peers when adverse situations occurred. The literature also reports veterinarians discussing lack of support from employers as a contributor to stress.…”

Section: Patient Care Support and Workplace And Client Relationshipsmentioning

confidence: 99%

Why do veterinarians leave clinical practice? A qualitative study using thematic analysis

et al. 2021

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Background: Veterinarians have an important role in society and having an adequate veterinary workforce is important not only for their communities but also nationwide. Lately, there have been anecdotal reports regarding veterinary practices struggling to find clinicians as well as evidence of mental ill-health in veterinarians. Furthermore, the Australian Veterinary Association annual workforce survey shows an increased percentage of veterinarians intending to leave practice from 2017 to 2019. Although many factors for attrition have been described in other professions, reasons for veterinarians to leave practice are not well understood. Methods: This study investigated why veterinary clinicians leave clinical practice by using Thematic Analysis to analyse 26 semi-structured interviews of former veterinary clinicians in relation to their work experiences and reasons for leaving. Interviews were done from February-April 2018 either face to face, via teleconferencing, or telephone. Participants were recruited from each Australian state except for New South Wales. Results: The results showed that a combination of personal and work-related factors influenced the participants to leave clinical practice. In Personal Factors, participants described the internal and external circumstances that impacted on their personal lives such as personal relationships, experiencing negative thoughts and emotions, physical and mental health, core motivations and beliefs, alternative professional and personal interests. On the other hand, Work Experiences described situations, experiences, and statements directly related to the participant's veterinary clinical work such as workplace relationships, employment conditions including remuneration and working hours and clinical experiences such as negative clinical outcomes. Furthermore, interlinkages between these two themes were revealed in participants' responses. Conclusion:This study highlights factors that contribute to attrition from veterinary clinical practice. The narrative indicates that the interlinking of such factors influenced the decision-making process to leave clinical practice in this cohort of former veterinary clinicians. Further research is required to understand the full implications for veterinary clinical practice and inform intervention strategies for retention.

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“…Even specialists are not immune to such influences. An investigation of the impact of client complaints on small animal veterinary internists found that just over 70% changed the way they practiced medicine due to fear of a client complaint, and 80% agreed to perform treatment requested by an owner even where they did not feel it was medically necessary [ 31 ]. Around 35% performed invasive procedures, against their professional judgement, to avoid a client complaint, where the owner demanded this treatment [ 31 ].…”

Section: What Constitutes Advanced Veterinary Care?mentioning

confidence: 99%

“…An investigation of the impact of client complaints on small animal veterinary internists found that just over 70% changed the way they practiced medicine due to fear of a client complaint, and 80% agreed to perform treatment requested by an owner even where they did not feel it was medically necessary [ 31 ]. Around 35% performed invasive procedures, against their professional judgement, to avoid a client complaint, where the owner demanded this treatment [ 31 ]. According to Rosoff and colleagues, “the skills to carry out technologically sophisticated diagnostic and therapeutic actions—in many ways mirroring those routinely employed in human medicine—have developed within a culture and professional standard of yielding to what clients (i.e., owners) want to have done to and for their animals” [ 28 ].…”

Section: What Constitutes Advanced Veterinary Care?mentioning

confidence: 99%

Ethical Challenges Posed by Advanced Veterinary Care in Companion Animal Veterinary Practice

Quain

Ward

Mullan

2021

Animals

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Advanced veterinary care (AVC) of companion animals may yield improved clinical outcomes, improved animal welfare, improved satisfaction of veterinary clients, improved satisfaction of veterinary team members, and increased practice profitability. However, it also raises ethical challenges. Yet, what counts as AVC is difficult to pinpoint due to continuing advancements. We discuss some of the challenges in defining advanced veterinary care (AVC), particularly in relation to a standard of care (SOC). We then review key ethical challenges associated with AVC that have been identified in the veterinary ethics literature, including poor quality of life, dysthanasia and caregiver burden, financial cost and accessibility of veterinary care, conflicts of interest, and the absence of ethical review for some patients undergoing AVC. We suggest some strategies to address these concerns, including prospective ethical review utilising ethical frameworks and decision-making tools, the setting of humane end points, the role of regulatory bodies in limiting acceptable procedures, and the normalisation of quality-of-life scoring. We also suggest a role for retrospective ethical review in the form of ethics rounds and clinical auditing. Our discussion reenforces the need for a spectrum of veterinary care for companion animals.

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Effect of client complaints on small animal veterinary internists

Cited by 19 publications

References 31 publications

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

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

Why do veterinarians leave clinical practice? A qualitative study using thematic analysis

Ethical Challenges Posed by Advanced Veterinary Care in Companion Animal Veterinary Practice

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