Expectations of dog and cat owners when dealing with veterinary errors and the emotional impact of such errors

This study explored dog and cat owners' experiences of veterinary medical errors and their emotional impact, hypothesising that such errors impose a significant emotional burden.

German-speaking dog and cat owners who may have encountered a veterinary medical error were recruited via social media platforms and questioned through an online survey.

A total of 509 pet owners completed the survey, with nearly four out of five owners (78%) reporting to have experienced a veterinary medical error. The predominant emotions associated with errors reported by the affected participants included disappointment (49%), annoyance (48%), sadness (45%) and anger (41%). To help resolve the situation and address the emotional impact, the participants suggested that veterinary surgeons should communicate face-to-face with affected owners (84%), be open and acknowledge alleged errors (84%), accept responsibility (73%) and demonstrate commitment to learning and improving following the incident (64%).

The social media recruitment process may have introduced bias, favouring those who are present online. In addition, errors were self-reported by owners and were not confirmed by cross-checking with medical records.

Medical errors cause a significant emotional burden for pet owners. A proactive, open and transparent approach by veterinary surgeons can mitigate this burden and strengthen the pet‒owner relationship.