“We’re gonna end up scared to do anything”: a qualitative exploration of how complaints are experienced by UK veterinary practitioners

Gibson, Julie; White, Kate; Mossop, Liz; Oxtoby, Catherine; Brennan, Marnie

Abstract

Background: UK veterinary practitioners are reported to be fearful of client complaints but their experiences have not been formally captured. Understanding how complaints impact veterinary practitioners is key to mitigating detrimental consequences.
Methods: A qualitative exploration of how UK veterinary practitioners experience and respond to adverse events was conducted. Data was collected via focus groups and interviews, which were transcribed and simultaneously analysed. Coding and theme development was inductive, rather than restricted by preconceived theories.
Results: Twelve focus groups and fifteen individual interviews took place. One theme identified focused on the impact of client complaints. Practitioners experienced unintentional distraction and disengagement from clinical work, as well as employing defensive strategies as a direct result of complaints. The vexatious nature of some complainants was highlighted, along with concerns about practice and regulatory complaint management, lack of appropriate support, discriminatory behaviours and the influence of ‘trial by media’.
Conclusions: Client complaints present a threat to practitioner mental health and workforce sustainability, as well as having implications for patient safety. Mitigating these effects is a complex and multifaceted undertaking but fairness, transparency and timeliness of practice and regulatory complaint investigation must be prioritised, along with provision of tailored support for those facing complaints.

Citation

Gibson, J., White, K., Mossop, L., Oxtoby, C., & Brennan, M. (2022). “We’re gonna end up scared to do anything”: a qualitative exploration of how complaints are experienced by UK veterinary practitioners. Veterinary Record, 191(4), Article e1737. https://doi.org/10.1002/vetr.1737

• Journal Article Type: Article
• Acceptance Date: Apr 26, 2022
• Online Publication Date: Jun 5, 2022
• Publication Date: 2022-09
• Deposit Date: May 16, 2022
• Publicly Available Date: Jun 6, 2023
• Journal: Veterinary Record
• Print ISSN: 0042-4900
• Electronic ISSN: 2042-7670
• Publisher: BMJ Publishing Group
• Peer Reviewed: Peer Reviewed
• Volume: 191
• Issue: 4
• Article Number: e1737
• DOI: https://doi.org/10.1002/vetr.1737
• Public URL: https://nottingham-repository.worktribe.com/output/8128998
• Publisher URL: https://bvajournals.onlinelibrary.wiley.com/doi/full/10.1002/vetr.1737