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Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care
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Client experiences with veterinary professionals: a narrative inquiry study.

F N Brown1, J V Jones1

  • 1Te Kura Oraka Kararehe | School of Animal Health, Otago Polytechnic, Dunedin, New Zealand.

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|December 9, 2024
PubMed
Summary
This summary is machine-generated.

Animal owners value relationship-centered care and practice features beyond basic services. A strong client-veterinary relationship and honest communication are key to positive experiences, even with poor outcomes.

Keywords:
Relationship-centred careclient experiencesclient satisfactionnarrative inquirystaff well-beingveterinary professionals

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Area of Science:

  • Veterinary Medicine
  • Client Experience Research
  • Human-Animal Bond Studies

Background:

  • Understanding client perspectives is crucial for improving veterinary service delivery.
  • Previous research has focused on clinical outcomes, with less emphasis on the client's subjective experience.

Purpose of the Study:

  • To explore animal owner experiences and feelings during engagement with veterinary services.
  • To define what constitutes a "good experience" from the client's viewpoint.

Main Methods:

  • A narrative inquiry approach was employed.
  • Semi-structured interviews were conducted with 30 companion animal owners.
  • Inductive thematic analysis was used to analyze transcribed interviews.

Main Results:

  • Four key themes emerged: practice features attracting clients, overall welcoming experiences, building quality relationships, and factors impacting the client-veterinary professional relationship.
  • Clients were more forgiving of poor outcomes when a strong relationship and good practice management (honesty, integrity) were present.
  • Relationship-centered care was identified as crucial, alongside a good initial client-practice fit.

Conclusions:

  • Client experiences are shaped by practice offerings and interpersonal connections with veterinary staff.
  • Relationship-centered care is paramount, but requires initial client-practice compatibility.
  • Findings provide a framework for veterinary practices to enhance client satisfaction and well-being.