Abstract
One of the most complex aspects of the veterinarian-client-patient interaction is the clinical decision-making process. Research suggests that the approach to communication used by veterinarians can impact veterinary clients’ involvement in the decision-making process and their ultimate satisfaction. Using different approaches to the decision-making process may affect how information is exchanged and consequently how decisions are made. The objective of this study was to determine pet owners’ expectations with respect to information exchange and decision-making during veterinarian-client-patient interactions and to compare veterinarians’ perceptions of those expectations and the challenges they face in meeting them. Five pet owner focus groups (27 owners) and three veterinarian focus groups (24 veterinarians) were conducted with standardized open-ended questions and follow-up probes. Thematic analysis of the transcribed data was conducted to identify trends and patterns that emerged during the focus groups. Three pet owner-based themes were identified: 1) understanding the client; 2) providing information suitable for the client; and 3) decision-making. In addition, three barriers for veterinarians affecting information exchange and decision-making were identified: 1) time constraints; 2) involvement of multiple clients; and 3) language barriers. Results suggest that pet owners expect to be supported by their veterinarian to make informed decisions by understanding the client’s current knowledge, tailoring information and educating clients about their options. Breakdowns in the information exchange process can impact pet owners’ perceptions of veterinarians’ motivations. Pet owners’ emphasis on partnership suggests that a collaborative approach between veterinarians and clients may improve client satisfaction.
Highlights
A veterinarian’s approach to communicating with their client has been found to impact a number of important outcomes of veterinary care including client adherence [1], client satisfaction [2], veterinarian satisfaction [3], and client recall of information [4], as well as appointment efficiency and accuracy [5]
Two participating veterinarians practiced at the same clinic and participated in the same focus group, while the remainder were all recruited from separate clinics
The current study reports on the three themes related to information exchange and decisionmaking, which are specific to the objectives of this study
Summary
A veterinarian’s approach to communicating with their client has been found to impact a number of important outcomes of veterinary care including client adherence [1], client satisfaction [2], veterinarian satisfaction [3], and client recall of information [4], as well as appointment efficiency and accuracy [5]. Veterinarians make decisions for their clients based on their expertise of what they medically believe would be the ‘best’ option and where communication is typically one-directional because the veterinarian assumes the client shares the same values. The veterinarian seeks out and provides information based on the clients’ stated preferences and decisions are made together. In this role, there is no dominance within the conversation as the client and veterinarian provide equal input. The veterinarian provides information requested by the client to make a decision. Clients make decisions autonomously, without receiving direction or advice from the veterinarian
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