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German Cat and Dog Owners' Views on Veterinary Error Handling: Communication and Transparency Concerns from
Vivian K Johann1, Claudia Busse1, Holger A Volk1
1Department of Small Animals Medicine and Surgery, University of Veterinary Medicine Hannover, 30559 Hannover, Germany.
Animals : an Open Access Journal From MDPI
|October 29, 2025
Summary
Pet owners experience emotional distress from veterinary medical errors, leading to decreased trust. Open communication and empathy from veterinary surgeons are crucial for rebuilding confidence and ensuring positive client relationships.
Area of Science:
- Veterinary Medicine
- Human-Animal Health Interface
- Client Relations in Healthcare
Background:
- Medical errors in veterinary practice significantly affect staff but owner experiences are under-researched.
- Understanding pet owner perspectives is vital for improving veterinary care quality and client satisfaction.
Purpose of the Study:
- To explore the emotional impact of medical errors on pet owners.
- To investigate how medical errors influence pet owners' expectations and trust in veterinary surgeons.
Main Methods:
- Qualitative study involving 23 German pet owners.
- Semi-structured online interviews conducted between September and November 2024.
- Interviews analyzed using qualitative methods following a pretested questionnaire.
Main Results:
- Pet owners reported significant emotional distress (anxiety, worry, helplessness) following medical errors.
- Medical errors led to increased owner skepticism, caution, and reduced trust/satisfaction with veterinary care.
- Owners emphasized the need for transparency, open communication, and empathy from veterinary professionals.
Conclusions:
- Enhancing empathetic communication and providing comprehensive information can mitigate conflict after medical errors.
- Acknowledging and respecting pet owners' experiences is essential for fostering trust and long-term veterinary-client relationships.
- Addressing owner concerns regarding communication, transparency, and empathy is key to improving veterinary practice outcomes.
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