Owner and veterinary surgeon perspectives on the roles of veterinary nurses and receptionists in relation to small animal preventive healthcare consultations in the United Kingdom

Abstract

Veterinary receptionists and veterinary nurses rarely feature in published practice-based research, yet are integral to small animal veterinary practice in the UK. The aim of this study was to investigate the perspectives of UK-based owners and veterinary surgeons about veterinary nurses and receptionists in relation to their role in preventive healthcare. Semistructured telephone interviews were conducted with 15 dog and cat owners and 14 veterinary surgeons. Interview transcripts were thematically analysed. Reception staff were identified as having a range of important roles, from rapport building to providing healthcare information and advice. The perceived importance of those roles appeared to differ between owners and veterinary surgeons. Veterinary nurses were described as performing a diversity of roles in relation to preventive healthcare, both in the reception area and in the consulting room. Many owners, and some veterinary surgeons, expressed uncertainty about the remit and status of veterinary nurses in relation to providing veterinary advice. This study identifies for the first time the degree of responsibility for preventive healthcare given to veterinary receptionists and veterinary nurses in UK small animal practices. Further work is needed involving reception and nursing staff to fully appreciate and define their roles in small animal practice.

Owners and Veterinary Surgeons in the United Kingdom Disagree about What Should Happen during a Small Animal Vaccination Consultation

“…However, we have identified significant barriers to introducing this content into preventative healthcare consultations. Time pressure in these consultations are a major challenge; its implications and potential solutions are discussed elsewhere [ 19 ], as are the current and potential roles of veterinary nursing and reception staff in owner education [ 35 ]. Gaps in veterinary surgeons’ own knowledge were evident, particularly in relation to behaviour.…”

“I Always Feel Like I Have to Rush…” Pet Owner and Small Animal Veterinary Surgeons’ Reflections on Time during Preventative Healthcare Consultations in the United Kingdom

“…Thematic analysis deductively identified four key themes, each of which has been reported separately. These described: motivators and barriers to using preventative medicines [ 18 ]; expectations of owners and veterinary surgeons about what would happen during preventative healthcare consultations [ 13 ]; the role of veterinary nurses and receptionists in preventative healthcare [ 19 ]; and the importance of the length of preventative healthcare consultations. This last key theme is reported below with illustrative quotes.…”

A pilot study of Australian pet owners who engage in social media and their use, experience and views of online pet health information

“…It is important to note that further research is needed that includes all veterinary staff who frequently interact with clients and receive numerous health care queries (i.e. receptionists, veterinary nurses and technicians) . To date, little is known about whether such staffs provide further advice/reading material to clients through online sources, how information is obtained by the veterinary staff, and owners' receptiveness to such sources when presented by qualified veterinary support staff.…”

“…receptionists, veterinary nurses and technicians). 22 To date, little is known about whether such staffs provide further advice/reading material to clients through online sources, how information is obtained by the veterinary staff, and owners' receptiveness to such sources when presented by qualified veterinary support staff.…”