德国猫和狗主人对兽医错误处理的看法:从定性访谈中得出的沟通和透明度问题
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
概括
物主人因兽医医疗错误而经历了情绪上的痛苦,导致信任下降. 兽医外科医生的开放沟通和同情心对于重建信任和确保积极的客户关系至关重要.
科学领域:
- 兽医医学 兽医医学 兽医医学
- 人与动物的健康界面
- 医疗保健中的客户关系
背景情况:
- 兽医实践中的医疗错误严重影响员工,但业主经验未得到充分研究.
- 了解物所有者的观点对于提高兽医护理质量和客户满意度至关重要.
研究的目的:
- 为了探索医疗错误对物主人的情感影响.
- 调查医疗错误如何影响物主人对兽医的期望和信任.
主要方法:
- 这是一项涉及23名德国物主人的定性研究.
- 在2024年9月至11月期间进行的半结构化在线访谈.
- 采访采用定性方法进行分析,采用预先测试的问卷.
主要成果:
- 物主人报告说,在医疗错误后,他们遭受了严重的情绪痛苦 (焦虑,担忧,无助).
- 医疗错误导致业主怀疑,谨慎,减少对兽医护理的信任/满意度.
- 业主强调需要兽医专业人员的透明度,开放沟通和同情心.
结论:
- 加强同情的沟通和提供全面的信息可以减轻医疗错误后的冲突.
- 承认和尊重物所有者的经验对于培养信任和长期的兽医-客户关系至关重要.
- 解决有关沟通,透明度和同情心的所有者的担忧是改善兽医实践结果的关键.
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