Communication Skills Influence Horse Owners’ Trust in Their Equine Veterinarian

Rutherford, D. J.; England, J .T.

Abstract

Background: Trust is an essential component in the relationship between vets and horse owners.

Methods: Using an anonymous online survey, we asked if horse owners consider their vets to be credible, reliable, empathetic and self-orientated, and therefore trustworthy, in comparison to other professionals. Also, when evaluating these criteria, which aspects are important in improving equine vets’ trustworthiness. Credibility, reliability, empathy and self-orientation scores for equine vets, general practitioners (GPs), hairdresser/barbers and dentists were compared using a Kruskal-Wallis H test and post-hoc Dunn’s testing, then combined to create a trustworthiness rating. Importance of factors when assessing these variables was investigated using quantitative scoring and thematic analysis.

Results: 415 respondents considered equine vets to be significantly more credible, reliable and empathetic than GPs, hairdresser/barbers and dentists. Using the trust equation, equine vets were most trustworthy (8.33) followed by hairdressers/barbers and dentists (5.5), then GPs (4.75).
Limitations: Only the views of a small sub-set of horse owners are represented.

Conclusions: Communication skills are vital for credibility, reliability, empathy and self-orientation. Additionally, for credibility, equine vets should develop their clinical skills and knowledge; For reliability, continuity of care; For empathy, demonstrating a clear interest in the patient and for self-orientation, avoid rushing consultations.

Citation

Rutherford, D. J., & England, J. .. (in press). Communication Skills Influence Horse Owners’ Trust in Their Equine Veterinarian. Veterinary Record,

• Journal Article Type: Article
• Acceptance Date: Sep 12, 2024
• Deposit Date: Oct 14, 2024
• Journal: Veterinary Record
• Print ISSN: 0042-4900
• Electronic ISSN: 2042-7670
• Publisher: BMJ Publishing Group
• Peer Reviewed: Peer Reviewed
• Public URL: https://nottingham-repository.worktribe.com/output/40569713