Objective
To determine the prevalence and nature of cost conversations occurring during veterinarian-client-patient interactions within companion animal practice.


Samples
60 randomly selected, practicing veterinarians working in 55 practices across southern Ontario, Canada, and 909 of their clients, sampled by convenience.


Procedures
A cross-sectional descriptive study including 917 video-recorded appointments. Associations between veterinarian, client, or appointment-level factors and occurrence of a cost conversation were evaluated using multi-level logistic regression.


Results
215 of 917 (23.4%) videos included a discussion of cost between the veterinarian and client. Cost conversations involving veterinarians primarily focused on conveying the price in relation to the time or service being offered (74.0% [159/215]), whereas the benefit to the future health and wellness of the patient was conveyed in 14.4% (31/215) of veterinarians' cost conversations. Costs were most frequently discussed by veterinarians in relation to diagnostic testing (44.2% [96/215]). The odds of a cost discussion occurring were greater during problem appointments versus wellness (P = .011) or recheck (P = .029) appointments, for feline versus canine patients (P = .037), as appointment duration increased (P < .001), and as a client's number of visits in the past year decreased (P = .049).


Clinical Relevance
Discussing cost of care in veterinary practice continues to be relatively uncommon. Opportunities exist for veterinary professionals to frame their communication of the cost of veterinary care in relation to the benefits offered to the future health and wellbeing of the veterinary patient.

Discussion of cost continues to be uncommon in companion animal veterinary practice.

Veterinary RecordVolume 191, Issue 4 p. 157-159 Research comment Managing client complaints: identifying and mitigating their detrimental impacts on veterinary practitioners Amy Irwin, Corresponding Author Amy Irwin a.irwin@abdn.ac.uk School of Psychology, University of Aberdeen, Aberdeen, UKSearch for more papers by this author Amy Irwin, Corresponding Author Amy Irwin a.irwin@abdn.ac.uk School of Psychology, University of Aberdeen, Aberdeen, UKSearch for more papers by this author First published: 19 August 2022 https://doi.org/10.1002/vetr.2152Read the full textAboutPDF ToolsRequest permissionExport citationAdd to favoritesTrack citation ShareShare Give accessShare full text accessShare full-text accessPlease review our Terms and Conditions of Use and check box below to share full-text version of article.I have read and accept the Wiley Online Library Terms and Conditions of UseShareable LinkUse the link below to share a full-text version of this article with your friends and colleagues. Learn more.Copy URL Share a linkShare onFacebookTwitterLinked InRedditWechat No abstract is available for this article. Volume191, Issue420 August–3 September 2022Pages 157-159 RelatedInformation 

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

Objetivo: Determinar la prevalencia y porcentaje de médicos veterinarios con síndrome de burnout que laboran en centros veterinarios dedicados a pequeñas especies de la ciudad de Cuenca en el 2022 y relacionar los indicadores sociodemográficos con la presencia del síndrome en estos profesionales. Metodología: Se aplicó el Cuestionario de Maslach a 53 profesionales. El estudio es cuantitativo.  Resultados: Se estudió la validez del cuestionario mediante una prueba de α de Cronbach, obteniendo un valor alto de confiabilidad de 0,731. Respecto a los casos estudiados, existen individuos que alcanzan el 75% de los valores en la escala como casos de Burnout. Dentro de la correlación del síndrome e indicadores sociodemográficos se observó al sexo femenino como más propenso. Conclusiones: La población en estudio demostró cumplir con las tres dimensiones, aunque no de manera simultánea, se determinó que existen profesionales que padecen el síndrome de burnout en Cuenca. La prevalencia tiene por valores: 16,98% para agotamiento, 16,98% para despersonalización y 41,51% para falta de realización personal. Entre los factores sociodemográficos en estudio, se observó que, el sexo femenino es vulnerable con valores significativos en agotamiento emocional; además los individuos entre 22-35 años, personas divorciadas y con remuneración económica inferior, están en riesgo. Área de estudio: medicina veterinaria, salud mental, psicología.

https://alfapublicaciones.com/index.php/alfapublicaciones/article/download/341/929

Prevalencia del síndrome de burnout en veterinarios de pequeñas especies de la Ciudad de Cuenca

Abstract Introduction In the Netherlands, the veterinary disciplinary system is governmentally executed and was originally designed to provide an educational effect on veterinarians as part of maintaining quality standards. Methods Over 900 veterinarians were questioned (20% of the total number of veterinarians working in veterinary medicine in the Netherlands). It was ascertained whether or not they were aware of the disciplinary system, if it affected their way of working and what impact it had on their way of working after having faced a disciplinary case. Respondents were given the opportunity to express their opinions about the system and possible improvements. Results The risk of complaints was found to be significantly greater when a veterinarian owned a practice compared to veterinarians who were employees. Veterinarians with their own practice were generally older (male) veterinarians. Whether this was a direct effect or just the effect of having a longer career could not be answered. Multiple disciplinary procedures appeared to have no influence. In 13%, veterinarians indicated that the disciplinary system had led to a more defensive way of practicing medicine to avoid complaints. Discussion and conclusions Most veterinarians supported a disciplinary system as a tool for maintaining and improving the integrity and reputation of the profession as a whole. Recommendations to improve were (1) shortening the length of the procedure, (2) screening for validity, (3) using online systems for communication with the disciplinary council, (4) the option of mediation before getting involved in a full procedure and (5) instituting a complaint fee.

https://onlinelibrary.wiley.com/doi/pdfdirect/10.1002/vro2.67

Experiences and recommendations of veterinarians for the Dutch disciplinary system—a survey‐based study

Simple Summary This study investigated the risk factors for medical disputes in the veterinary profession in Taiwan. The research aimed to compare the perceptions of veterinarians and veterinary students and to examine any differences between two surveys conducted in 2014 and 2022. Online validity-tested questionnaires were used to collect data, with 106 (73 veterinarians and 33 students) and 157 (126 veterinarians and 31 students) surveys collected in 2014 and 2022, respectively. The study found that the main causes of medical disputes were poor communication and complaints management, rather than the quality of veterinary care provided. The study also revealed a difference in perceptions between experienced veterinarians and veterinary students, with the latter considering medical skills and clients’ perspectives to be the primary risk factors. However, both groups identified attitudes during interactions and complaint management as key issues. The authors suggest that veterinary education should provide students with more practical experience in medical disputes and complaint management to help bridge the gap in perception between experienced veterinarians and veterinary students. Results from this study have important implications for improving the quality of veterinary care, reducing the risk of medical disputes, and promoting the continuing education of veterinary professionals. Abstract This study compared the risk perceptions of medical disputes among veterinarians and veterinary students in Taiwan between 2014 and 2022. Online validity-tested questionnaires were used to collect data, with 106 (73 veterinarians and 33 students) and 157 (126 veterinarians and 31 students) surveys collected in 2014 and 2022, respectively. Respondents would be asked to rate their perceptions on how likely each risk factor constitutes a medical dispute according to their past experiences on a five-point Likert scale from 1 to 5: “Very unlikely, unlikely, neutral, likely, very likely.” The results showed that overall risk perceptions increased significantly in 2022 compared to 2014, with the top risk factors being attitudes during interactions and complaint management among experienced veterinarians. In contrast, students considered medical skills and clients’ perspectives as the top two risk factors, with complaints management ranking as the least significant factor. The findings suggest that effective communication and complaint management are crucial in preventing medical disputes, highlighting the importance of developing these skills in young veterinarians and veterinary students to reduce medical disputes. The study also recommends increasing practical experiences of medical disputes and complaint management in veterinary education to bridge the gap between the perceptions of experienced veterinarians and students.

/pdf/perceptions-of-veterinarians-and-veterinary-students-on-what-1q89u6yy.pdf

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

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.

https://onlinelibrary.wiley.com/doi/pdfdirect/10.1002/vms3.725

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

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