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[Aggressive clients in Dutch veterinary practice].

T S A E Barbonis1, N Endenburg

  • 1Faculteit der Diergeneeskunde, Universiteit Utrecht.

Tijdschrift Voor Diergeneeskunde
|June 21, 2007
PubMed
Summary
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Aggressive clients are increasingly common in veterinary practices. A Dutch study found nearly a third of vets and assistants experienced client aggression last year, with higher risks in urban areas and smaller practices.

Area of Science:

  • Veterinary Medicine
  • Occupational Health
  • Client Relations

Context:

  • Client aggression is a growing concern in veterinary settings.
  • A study surveyed veterinary professionals in the Netherlands regarding client behavior.
  • Data was collected from randomly selected veterinary practices.

Purpose:

  • To investigate the prevalence of aggressive client encounters in veterinary practices.
  • To identify factors influencing the frequency of client aggression.
  • To explore the responses and preventative measures adopted by practices.

Summary:

  • 26.4% of veterinarians and 29.3% of assistants reported experiencing aggressive clients in the past year.
  • Practice type, age, experience, and sex did not significantly affect aggression encounters.

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  • Practices in large towns and those with lower turnover faced higher risks.

    • Impact:

    • 31% of encountered aggression incidents led to professional action.
    • Nearly a quarter of practices implemented a Risk Inventarization and Evaluation (RI&E) approach.
    • Veterinarians, while often downplaying the issue, are receptive to increased focus on client aggression management.