客户与兽医专业人员的经验:一个叙事调查研究.
1Te Kura Oraka Kararehe | School of Animal Health, Otago Polytechnic, Dunedin, New Zealand.
New Zealand veterinary journal
|December 9, 2024
概括
动物所有者重视以关系为中心的护理和实践功能,超越基本服务. 一个强大的客户-兽医关系和诚实的沟通是积极经验的关键,即使结果不好.
科学领域:
- 兽医医学 兽医医学 兽医医学
- 客户体验研究 客户体验研究
- 人与动物的联系研究研究
背景情况:
- 了解客户的观点对于改善兽医服务提供至关重要.
- 以前的研究集中在临床结果上,不太重视客户的主观经验.
研究的目的:
- 探索动物所有者在与兽医服务接触期间的经历和感受.
- 从客户的角度来看,定义什么是"良好的体验".
主要方法:
- 采用了一个叙事调查方法.
- 与30名伴侣动物所有者进行了半结构化采访.
- 诱导主题分析用于分析转录的采访.
主要成果:
- 出现了四个主要主题:吸引客户的实践特征,整体的欢迎体验,建立高质量的关系以及影响客户和兽医专业关系的因素.
- 当有强大的关系和良好的管理实践 (诚实,正直) 存在时,客户更容易原谅糟糕的结果.
- 以人际关系为中心的护理被认为至关重要,与良好的初始客户实践相匹配.
结论:
- 客户体验是由实践提供和与兽医工作人员的人际联系所塑造的.
- 以关系为中心的护理是最重要的,但需要初始的客户-实践兼容性.
- 这些发现为兽医实践提供了一个框架,以提高客户的满意度和幸福感.
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