Veterinary Client Survey

Transcription

1 Veterinary Client Survey

2 The Veterinary Client Survey investigated the experiences f veterinary clients in rder t better understand the key skills that veterinary graduates need t deliver great service. The survey ran fr 28 days, frm Wednesday 23 rd Nvember until Friday 30 th December 2016, and achieved 1,507 respndents wrldwide. Secndly, they were asked t rank the six veterinary skill areas in terms f mst imprtance t them. The results frm this survey have cntributed twards the develpment f VetSet2G s Veterinary Emplyability Framewrk, Resurce Cards, and an nline Assessment f Veterinary Emplyability, t infrm the teaching and assessment f veterinary students, and t help prepare them fr the realities (and jys!) f the veterinary prfessin. The survey asked clients t cnsider what is mst imprtant t them when they interact with a vet. Firstly, they were asked t rate specific aspects f six veterinary skill areas: Client relatinship Prfessinalism Cmmunicatin skills Decisin making and prblem slving Cmmitment t animal welfare Cmmitment t quality and the prfessin

3 THE WORK PSYCHOLOGY GROUP S ANALYSIS OF THE VETERINARY CLIENT SURVEY

4 The Definitins f Client Satisfactin: Develpment f a Veterinary Graduate Emplyability Framewrk Summary Reprt f Stages 2, 3 and 4 February 2017 Vicki Ashwrth Emma Rwett Máire Kerrin

5 Executive Summary Overview 1.1. This reprt prvides an verview f Wrk Psychlgy Grup s (WPG s) cntributin t the develpment f an emplyability framewrk that seeks t define the capabilities required fr veterinary graduates. This is part f a wider research agenda entitled VetSetG that seeks t build a cllabrative utcmes and assessment framewrk building emplyability, resilience and veterinary graduate success This prject cnsisted f fur stages, f which WPG cntributed t Stage 2 (template analysis), 3 and 4: Stage 1 Scping, planning and literature review. Stage 2 Qualitative phase. Stage 3 Survey creatin and validatin. Stage 4 Final survey distributin and analysis This reprt prvides a summary f the steps taken in analysing the data btained frm the interviews and fcus grups, and the utcmes frm the validatin survey. This reprt is intended t cntribute t the brader reprting f the prject and in the cntext f the wider research agenda, rather than as a standalne reprt. Develpment f the Capabilities Framewrk 1.4. The data frm 14 transcripts (a cmbinatin f interviews and fcus grups) were analysed using template analysis, t prduce a capability framewrk. The framewrk underwent a series f validatin stages by the research team using established capability framewrk develpment techniques. An initial perid f client cnsultatin was als undertaken in rder t shape the framewrk and indicatrs The capability framewrk was crss-referenced with the ASME systematic review, t ensure that all relevant behaviurs had been captured within the framewrk A survey was undertaken with veterinary clients in rder t validate the cntent f the framewrk. The purpse f the survey was t ensure that the cntent represented behaviurs that clients cnsider imprtant in their vet and thus culd be deemed as definitins f client satisfactin. Results and Cnclusins 1.7. The capability framewrk cmprises six capability areas, with between fur and ten behaviural indicatrs defined fr each capability. The six capability areas are: Client Relatinships, Prfessinalism, Cmmunicatin Skills, Decisin Making and Prblem Slving, Cmmitment t Animal Welfare, Quality Management and Organisatin. The framewrk represents capabilities frm a client perspective, and therefre will nt cver the breadth f requirements f a successful vet, rather what is imprtant and bservable t a client A validatin survey, cmpleted by apprximately 1580 clients wh cnsented t their data being used, fund all six capabilities, and all behaviural indicatrs, were cnsidered t be n average at least very imprtant. Therefre, prviding supprt fr the inclusin f all capabilities and behaviural indicatrs within the framewrk Whilst sme differences regarding the extent f perceived imprtance were bserved when cmparing wnership grups, verall, all capabilities were still rated n average as at least very imprtant, which suggests that the framewrk is representative acrss wnership grups When the data were split by cuntry f residence, the results were fairly cnsistent, suggesting that the capabilities framewrk is suitable fr use acrss cuntries.

6 Table f Cntents Executive Summary... 2 Table f Cntents Overview Develpment f the Framewrk Administratin and Quantitative Analysis f the Online Validatin Questinnaire Qualitative Results frm the Validatin Questinnaire Summary and Cnclusins Appendix A: Behaviural Indicatr Means Page 3

7 1. Overview 1.1. This reprt prvides an verview f Wrk Psychlgy Grup s (WPG) cntributin t the develpment f an emplyability framewrk that seeks t define the capabilities required fr veterinary graduates. This is part f a wider research agenda entitled VetSetG that seeks t build a cllabrative utcmes and assessment framewrk building emplyability, resilience and veterinary graduate success This prject cnsisted f fur stages f which WPG cntributed t Stage 2 (template analysis), 3 and 4: Stage 1 Scping, planning and literature review. This harnessed the utputs frm a cmprehensive systematic review t explre the questin Which nn-technical (prfessinal) capabilities are mst imprtant t the success f graduate veterinarians? and captured evidence arund client related aspects accrdingly. Stage 2 Qualitative phase. This stage cnsisted f a series f interviews and fcus grups held with veterinary clients t discuss skills and behaviurs which they cnsidered cntributed t a psitive experience. Fllwing the interviews and fcus grups, template analysis f these data prvided a framewrk that defined capabilities related t client satisfactin and assciated behaviural statements. Stage 3 Survey creatin and validatin. This stage cnsisted f a quantitative survey based n the utcmes f Stage 2. Small scale pilting was undertaking t finalise the survey. Stage 4 Final survey distributin and analysis. The final survey was distributed amngst UK veterinary clients and internatinally. The data was analysed and a final framewrk defined The dcument therefre prvides a summary verview f the activities undertaken by WPG and details the utcmes f the survey analysis which will be able t feed int final reprting. 2. Develpment f the Framewrk 2.1. Data frm the interviews and fcus grups were transcribed; there were 14 transcripts in ttal In rder t analyse the data and create a framewrk, template analysis was used, as it is a systematic and well-structured apprach t handling textual data 1. Template analysis is a well-established technique in qualitative research, and allws the researcher t thematically analyse relatively large amunts f data 2. The template is created as a list f cdes that represent themes (r in this case behaviural indicatrs which represent the capabilities defined by the client grup) within textual data (in this case, transcripts). The cdes are typically rganised hierarchically allwing a clear (and transparent) representatin f the assciatins between themes. Fr example, there are brad themes (r capabilities that represent themes f client satisfactin) within which subsidiary themes (r behaviural indicatrs) will fall. Thus, in this cntext, template analysis enabled the rbust creatin f a framewrk that presented bth brad capabilities, as well as mre granular behaviurs that veterinary clients value r expect frm their vet In template analysis, an initial template is created and used t cde the textual data. When sme relevant text is fund that des nt fit lgically with the existing cdes, a change t the template is required. 1 Miles M, Huberman M (1994). Qualitative data analysis. 2nd ed. Lndn: Sage. 2 King, N (1998). Template Analysis, in Symn, G. & Cassell, C. (Eds.) Qualitative Methds and Analysis in Organisatinal Research: A Practical Guide. Lndn: Sage. Page 4

8 Where the required change in the cding structure is significant, the researcher may need t adjust the earlier cding f transcripts t fit the new versin f the template. The wrk may require iteratins f such changes t the template One f the main advantages f template analysis is that it allws the reader t gain a clear verview f the themes identified in the analysis and therefre lends itself apprpriate fr this type f research. It als enables the researcher t reduce large amunts f unstructured text int a structured frmat which is relevant and manageable fr the evaluatin Creatin f the Template The interviews were cded accrding t the fllwing definitin behaviurs identified that defined aspects f client satisfactin with a vet r veterinary graduate An initial template was devised based n themes emerging frm analysis f a subset f the interview transcripts (n=3) by ne researcher. A secnd researcher independently analysed these transcripts and prduced their wn initial template. A ne-hur meeting was then held between the tw researchers t agree an initial template. During the meeting, the tw independently created templates were cmpared, cntrasted and discussed until a cnsensus was reached as t an initial template The initial template was mdified after six transcripts had been cded, and then again after 10 transcripts. At this stage, after 10 transcripts had been cded, the researcher wh had previusly been invlved in creating the initial template was prvided with tw transcripts and asked t cde them independently using the mst recent template. This was dne t prvide a quality check f the analysis t ensure it was nt being systematically distrted in sme manner by the researchers wn precnceptins and assumptins. The similarities and differences were discussed t agree revisins t the themes. Tw mre transcripts were cded t create the furth iteratin f the template This furth iteratin f the template was then shared with the wider research team and feedback sught. Small changes were made t the wrding f sme f the indicatrs at this stage. Fllwing this, the results frm the interviews and fcus grups were als crss-referenced with the ASME systematic review t ensure all relevant behaviurs had been captured within the framewrk. It was perceived that all relevant behaviurs were included, hwever small wrding changes were made t sme f the indicatrs The fifth iteratin f the template was created by analysing the final tw transcripts, and thrugh successive readings f all the transcripts, which were refined based n the latest iteratin f the template Validatin f the Capabilities Framewrk The final template gruped the behaviural indicatrs int six brad themes. T ensure that the behaviural indicatrs were gruped under the crrect brad theme, and were representative f that theme, further analysis was carried ut. Each behaviural indicatr frm the template analysis was recrded n a separate card with the aim f gruping the indicatrs int similar themes. This technique is knwn as card srting, where a grup f subject experts are guided t 3 Crabtree B.F, Miller W.L (1992). Ding qualitative research. Lndn: Sage. 4 Welsh D.H.B, & Carraher S.M. (2009). An examinatin f the relatinship between the missin f the university and the business schl. Jurnal f Applied Management and Entrepreneurship Page 5

9 generate a categry tree r grupings 5. T perfrm the card srt, tw experienced researchers (wh had previusly nt been invlved in the template analysis) wrked tgether fr tw hurs t grup the behaviurs recrded n the cards int similar themes The tw researchers wh had carried ut the card srt, the lead researcher and the supprting researcher held a ne-hur meeting t discuss the utcmes f the card srt and finalise the brad themes and inclusin f the behaviural indicatrs within these themes. There was a high level f agreement between the researchers bth in relatin t the verall themes, and the behaviural indicatrs that sat within these. The themes and the behaviural indicatrs were discussed and justificatin fr inclusin cnsidered until cnsensus was reached regarding the final number f brad themes and gruping f the behaviural indicatrs within each f these brad themes. This resulted in the same six themes as defined thrugh the template analysis althugh a small number f indicatrs (n=4) were mved t different themes. Tw f the capability headings were als re-defined slightly Fllwing this, a senir researcher, experienced in jb analysis and cmpetency design (and wh had nt been invlved previusly in the prject), reviewed the cntent and the cnstructs within the framewrk. This prcess was intended t cnfirm the results and that the indicatrs are representative f the capabilities defined, thus helping t establish the cntent validity (and t sme extent cnstruct validity) f the framewrk. A small change was made t the wrding f ne indicatr as a result f this review stage Finally, the wider research team reviewed the final framewrk. A small change was made t the wrding f ne indicatr fllwing this review stage Small Scale Pilting f the Capabilities Framewrk Once the wider research team had agreed n the capabilities framewrk, a draft f the validatin survey was shared with several veterinary clients t gather feedback. Feedback suggested that the language used within the survey was relatively academic. The language acrss the indicatrs was therefre adapted by the research team t simplify the language used t ensure the framewrk was accessible and engagement frm veterinary clients was maximised as part f the validatin survey. Fr example, the behaviural indicatr Presents multiple ptins t the client, articulating an appraisal f the different ptins available and empwering the client t make an infrmed decisin was adapted t Empwers yu t make an infrmed decisin by explaining all f the ptins available t yu. Care was taken in ensuring that the structure f the framewrk develped thrugh the template analysis prcess was retained Cnsideratin f the language used is an imprtant aspect t the develpment f capability framewrks, particularly in the cntext f cnfirming the purpse f the framewrk. Fr a framewrk that is t be used fr selectin int a rle r training, fr prgressin during training, r fr frmal appraisal then the use f mre academic language may be apprpriate in rder t enable synergy with ther academic resurces (such as a curriculum) r amalgamatin between different framewrks. Hwever, where a framewrk such as this is t be used fr the purpse f interactins with the veterinary client (i.e. client satisfactin questinnaire), less academic language may be preferable t ensure it is easily accessible t all. 5 Miles, M., & Huberman, M. (1984) Qualitative Data Analysis, Beverly Hills CA: Sage. Page 6

10 2.8. Final Capabilities Framewrk The final framewrk that is presented in Table 1 belw prvides six capabilities and their assciated behaviural indicatrs 6. The prvisin f brad capabilities enables a high-level verview f the expectatins f veterinary clients. The behaviural indicatrs prvide a mre detailed definitin f what the capability encmpasses. Table 1: Capability Framewrk 1 Capability Client Relatinships 2 Prfessinalism 3 Cmmunicatin Skills Behaviural Indicatr 1.1 Is friendly, apprachable and curteus 1.2 Acknwledges yur emtins and feelings; demnstrates empathy 1.3 Shws cmpassin and kindness twards yu; prvides reassurance 1.4 Respects yur ideas, cncerns and decisins 1.5 Shws patience in difficult situatins; ensures that yu d nt feel rushed 1.6 Builds rapprt with yu t develp a trusting partnership 1.7 Checks that yu are cmfrtable with next steps and able t care fr yur animal apprpriately 1.8 Recgnises the human-animal bnd, including yur insight and knwledge regarding yur animal 1.9 Educates yu t take a practive rle in care and preventative treatment 1.10 Is accmmdating and flexible in meeting yur needs and requests where apprpriate 2.1 Shws equality in their apprach; treats all kinds f animals equally e.g. small animals r farm animals 2.2 Is hnest and clear abut the cst f treatment ptins r prcedures (e.g. nt led by financial gain r sales) 2.3 Is fair; des nt blame yu r make yu feel guilty 2.4 Is prfessinal in their appearance and apprach, including when interacting with clleagues; is punctual 2.5 Is pen and hnest with yu; is realistic abut lng term expectatins 2.6 Is calm, manages their wn emtins in difficult situatins r cnversatins 2.7 Maintains a hygienic wrking envirnment 3.1 Tailrs their cmmunicatin t yur understanding; avids jargn and technical terms 3.2 Clearly explains diagnses, treatment ptins, implicatins and csts 3.3 Asks pen questins t gain infrmatin and explres yur cncerns 3.4 Shws active listening and creates a tw-way cnversatin with yu; seeks yur viewpint 3.5 Takes a cnsiderate and tactful apprach t sensitive infrmatin 3.6 Shws gd nn-verbal cmmunicatin skills, e.g. eye cntact, ndding t shw understanding 6 Please nte that this is the final capabilities framewrk, fllwing minr revisins after the validatin survey. Page 7

11 4 5 6 Decisin Making and Prblem Slving Cmmitment t Animal Welfare Quality Management and Organisatin 4.1 Empwers yu t make an infrmed decisin by explaining all f the ptins available t yu 4.2 Balances yur animal's needs with yur needs, expectatins and financial cnstraints 4.3 Is practive in treating the cause rather than just the symptms 4.4 Is decisive; quickly assesses the urgency f the situatin and takes apprpriate actin 4.5 Demnstrates gd knwledge abut veterinary medicine and surgery 5.1 Shws a genuine interest in yur animal(s), asking questins abut their needs r persnality 5.2 Handles yur animal(s) with cnfidence and care, in a way that yur animal(s) respnds well t 5.3 Shws cmpassin twards animals; priritises yur animal's wellbeing and quality f life 5.4 Adapts the way that yur animal is handled, and examined, t yur specific animal 6.1 Prepares fr yur cnsultatins (e.g. checking recrds befrehand) t ensure the highest quality care is prvided 6.2 Cmmitted t gd aftercare; is practive in fllwing up and keeps yu updated 6.3 Values cntinuity f care (i.e. prvides yu and yur animal with the experience f a crdinated and smth prgressin f care) and wrks with yu t achieve this where pssible 6.4 Is pen abut when they d nt knw smething 6.5 Is cmmitted t learning frm their experiences r mistakes, s they can cntinue t imprve yur animal's care 6.6 Gives yu a sense f cnfidence in their skills 6.7 Keeps up-t-date with the latest research and treatments 6.8 Seeks advice frm clleagues t ensure the best pssible treatment fr yur animal(s) 6.9 Is cmmitted t delivering high quality care and striving fr excellence 2.9. Qualitative Illustrative Examples Example qutes frm the cnsultatin are prvided in Table 2 t illustrate hw the infrmatin frm the interviews and fcus grups cntributed t the develpment f the capabilities and behaviural indicatrs. Table 2: Example Qutes frm Transcripts Client Relatinships he was very chatty, but cncentrated n what he was ding, and intrduced himself and he was interested, and we actually std and chatted ging n fr an hur there when he finished up just abut randm stuff. As lng as they appreciate the fact that if we phned them we need them fr smething, and they re my sheep, dn t cme here and start preaching t me that yu knw better. they re prepared t pass n their knwledge t yu, which I think s imperative Page 8

12 because if they can pass n their knwledge t yu as the wner, then yu can recgnise with yur cat when it really needs urgent treatment. Prfessinalism they re always very thrugh with their cleanliness I wuld say it was the same level f attentin and respect as fr a valuable pedigree dg r whatever it was, even thugh it s nly a duck. they did lk scruffy. They used t cme t the village and they used t put the vets n the table that the village hall used t use. And they always lked scruffy. And I used t think, h, that s a bit ff putting, because they didn t lk prfessinal. Cmmunicatin Skills be able t put it in language that desn t treat yu like an idit, but at the same time isn t t technical, because I m nt a scientist They need t listen, they need t ask questins abut the backgrund And it is simply they have t ask the right questins, they have t pay attentin t what yu re saying. Telling yu exactly why they re ding that, what they re lking fr, what it shuld be like, what s crrect, what s nt. Decisin Making and Prblem Slving Sensitivity nt just t the emtinal side but als the financial side f things as well. Yes I think everybdy needs help making that decisin dn t they? It s a difficult decisin t make in islatin. because yu bviusly lk t them t be the experienced prfessinal, s yu d trust their judgement, hwever there are plenty f ccasins where it s imprtant that we have a say in what happens as well. Cmmitment t Animal Welfare especially a vet, if yu get that feeling frm them that they lve what they re ding that gives yu that trust and that lading there that, Yeah, I can let this persn d what they need t d. Well just lking after the hrses and ding the best fr the hrse really. Treat them like yur animal matters. Cmmitment t Quality and the Prfessin he d bviusly gne int the files r spke t ne f the ther nes r whatever which was gd, s he knew what he was cming t which I always find quite gd as well. And they phned me and they kept in tuch They dn t feel threatened by anther persn r vet r whever it is knwing mre than them. Just feed ff them. Page 9

13 3. Administratin and Quantitative Analysis f the Online Validatin Questinnaire 3.1. The behaviural indicatrs cntained in the framewrk were frmatted int an nline validatin questinnaire t be cmpleted by veterinary clients. The aim f the validatin questinnaire was t validate the capabilities and behaviural indicatrs included within the framewrk by gaining wider feedback n the imprtance f the identified criteria Validatin questinnaire data was analysed bth quantitatively (numerical ratings) and qualitatively (pen ended respnses) t triangulate the findings. Quantitative respnses t questins were prvided using a 5-pint Likert scale (1 = Nt imprtant t 5 = Extremely imprtant). Respndents were asked t rate the imprtance f each capability in relatin t hw imprtant this behaviur r characteristic was t their satisfactin as a veterinary client Respndents were als invited t prvide further cmments in relatin t the framewrk. Qualitative cmments were cded using cntent analysis and gruped int several super-rdinate themes The questinnaire was accessible fr nline cmpletin fr three weeks between 22nd Nvember 2016 and 31st December 2016 and was distributed as widely as pssible t veterinary clients in the UK, Australia, United States, Canada and New Zealand A ttal f 1599 individuals accessed the nline survey, f whm 1580 respndents cnsented t their data being used fr validatin f the framewrk respndents rated the imprtance f the first behaviural indicatr, and 1275 rated the last Demgraphic details f clients were cllected at the beginning f the survey fr diversity mnitring purpses. Table 3 summarises the data. The majrity f respndents were female (91%). Respndents were frm a range f age grups. The majrity f respndents indicated that they resided in either the UK (50%) r Australia (46%). Page 10

14 Table 3: Demgraphics Number Percentage Gender Male 124 9% Female % Prefer nt t say 9 1% Age 19 r belw 39 3% % % % % % 70 r ver 116 8% Prefer nt t disclse 15 1% Cuntry Australia % f Canada 10 1% Residence New Zealand 1 0% United Kingdm % United States 32 2% Other 14 1% 3.7. Details in relatin t respndents categry f animal wnership was als captured and is presented in Table 4, belw. Respndents culd check mre than ne categry fr animal wnership, therefre the percentage ttals mre than 100%. The prprtin f respndents wh selected mre than ne categry is als indicated. Mst respndents indicated that they were small animal wners. Table 4: Animal Ownership Animal Ownership Categry Number Percentage Equine % Farm 93 6% Small Animal % Multiple Categries % Page 11

15 3.8. Details in relatin t respndents years as an animal wner was als captured and is presented in Table 5, belw. The majrity f respndents indicated that they have been an animal wner fr ver 25 years. Table 5: Years as an Animal Owner Years as an Animal Owner Number Percentage 0-5 years 116 8% 6-14 years % years % 25+ years % 3.9. Analysis f Overall Imprtance f Capabilities Table 6 prvides the descriptive statistics and spread f ratings pertaining t respndents perceived imprtance f each identified capability (in respnse t the questin Please lk at the fllwing statements. Using a scale f 1-5 (1 'Nt Imprtant' t 5 'Extremely Imprtant'), please indicate hw imprtant each ne is t yu regarding yur animal(s). ) Inspectin f the mean imprtance ratings indicates that mst respndents perceived that each capability was at least very imprtant t them, as a client in relatin t their satisfactin, since all mean ratings are abve 3.5. The frequency f respnse ratings als demnstrates this, with cmparatively very few ratings f slightly imprtant and nt imprtant The capability with the highest rating f perceived imprtance verall was Cmmitment t Animal Welfare (mean 4.72), which was clsely fllwed by Decisin Making and Prblem Slving (mean 4.69) and Cmmitment t Quality and the Prfessin (mean 4.67); all three were rated, n average, as extremely imprtant. Prfessinalism (4.44) and Cmmunicatin Skills (4.39). Client Relatinships had the lwest reprted mean (4.21); althugh stakehlders still rated this capability as very imprtant. Page 12

16 N Range Mean SD Nt Imprtant Slightly Imprtant Mderately Imprtant Very Imprtant Extremely Imprtant Table 6. Descriptive Statistics and Frequency f Respnse Ratings fr Imprtance f Capabilities All respndents Frequency f Respnse Ratings (%) Capability Client Relatinships (0%) 21 (1%) 238 (16%) 579 (40%) 603 (42%) Prfessinalism (0%) 5 (0%) 98 (7%) 568 (41%) 723 (52%) Cmmunicatin Skills (0%) 12 (1%) 107 (8%) 569 (42%) 661 (49%) Decisin Making and Prblem Slving (0%) 1 (0%) 24 (2%) 365 (28%) 936 (71%) Cmmitment t Animal Welfare (0%) 5 (0%) 34 (3%) 269 (21%) 984 (76%) Cmmitment t Quality and the Prfessin (0%) 3 (0%) 29 (2%) 351 (29%) 888 (70%) A number f respndents (16%) rated the capability area Client Relatinships as Mderately Imprtant. Upn review f the qualitative cmments f these respndents, it is suggested that these individuals have rated Client Relatinships as such because, while they d appreciate a gd relatinship with their vet, they are mre cncerned abut the treatment f their animal, fr example: Yu like t be treated well, but yu want the animals treated as the first pririty. ; I dn't care hw they treat me, I nly care abut the cncern and care they shw my pet. ; It is mre imprtant fr the vet t build a rapprt with the pet. Therefre, it seems that while client relatinships are cnsidered very r extremely imprtant t mst respndents, a prprtin cnsider this capability as Mderately Imprtant, in cmparisn t capabilities such as Cmmitment t Animal Welfare Animal Ownership Categry: Table 7 presents the same mean ratings by animal wnership categry. Respndents wh identified themselves as small animal wners rated Cmmitment t Animal Welfare as the highest capability in terms f perceived imprtance (mean 4.73), and Client Relatinships as the perceived least imprtant capability (4.22). Fr thse wh identified with farm animal wnership, Cmmitment t Quality and the Prfessin was the highest rated capability in terms f perceived imprtance (4.69) and Cmmunicatin Skills were perceived as least imprtant (4.17). Finally, fr thse wh identified as equine wners, Decisin Making and Prblem Slving was perceived as the mst imprtant capability (4.70) and Client Relatinships as the least imprtant (4.18). As all capability areas were rated n average as at least very imprtant, this indicates the imprtance f each capability acrss each wnership grup. Page 13

17 N Range Mean SD N Range Mean SD N Range Mean SD Table 7. Descriptive Statistics fr Imprtance Ratings f Capabilities by Animal Ownership Small Animals Farm Equine Capability Client Relatinships Prfessinalism Cmmunicatin Skills Decisin Making and Prblem Slving Cmmitment t Animal Welfare Cmmitment t Quality and the Prfessin T allw analysis f grup differences t be run, data were re-cded int fur categries; small animal wners, farm wners, equine wners, and multiple wners. Therefre, there were fewer respndents in each f the three wnership grups, due t sme respndents identifying with mre than ne wnership grup. Table 8 shws the breakdwn by categry. Table 8: Animal Ownership Recded fr ANOVA Number Percentage Animal Ownership Categry Equine 66 5% Farm % Small Animal % Multiple % ANOVAs were cnducted t examine whether differences in perceived imprtance ratings f the capabilities prvided by respndents frm different wnerships grups were statistically significant. Due t the small sample size f the farm wners grup, this grup was nt included in Page 14

18 the analysis. Three statistically significant differences between the ratings frm animal wnership grups were fund; Prfessinalism (F (2,1383) = 5.34, p < 0.01) - pst hc tests revealed that the difference was between (4.48) and multiple wners (4.35). Cmmunicatin Skills (F (2,1339) = 6.15, p < 0.01) again, pst hc tests revealed that the difference was between small animal wners (4.44) and multiple wners (4.30). Cmmitment t Animal Welfare (F (2,1284) = 5.01, p < 0.01) - pst hc tests revealed that the difference was between small animal wners (4.75) and multiple wners (4.58) It is difficult t make any cnclusin as t why this may be, as the multiple wners categry is likely t encmpass a brad range f clients, with different needs and expectatins Cuntry f Residence: Table 9 presents the same mean ratings by cuntry f residence. Given the numbers sample sizes, the United States and Canada were cmbined fr the analysis (n=42). Respndents in the United Kingdm and Australia rated Cmmitment t Animal Welfare as the highest capability in terms f perceived imprtance (mean 4.73 and 4.74 respectively), and Client Engagement as the perceived least imprtant capability (mean 4.18 and 4.27 respectively). Respndents frm the United States and Canada rated Cmmitment t Quality and the Prfessin as the highest capability in terms f imprtance (mean 4.68), and Client Engagement and Prfessinalism as the lwest (mean bth 4.07). Hwever, this difference shuld be treated with cautin given the cmparatively smaller sample size f thse wh respnded frm the United States and Canada An ANOVA was cnducted t examine whether differences in perceived imprtance ratings f the capabilities prvided by respndents frm different cuntries were statistically significant. Three statistically significant differences between the ratings frm animal wnership grups were fund; Prfessinalism (F (2,1374) = 13.44, p < 0.001) - pst hc tests revealed that the differences were between each f the three grups United Kingdm (4.39), Australia (4.52) and the United States and Canada (4.07). Cmmunicatin Skills (F (2,1330) = 6.44, p < 0.01) pst hc tests revealed that the difference was between Australia (4.46), cmpared t bth the United Kingdm (4.36) and the United States and Canada (4.15). Cmmitment t Animal Welfare (F (2,1274) = 3.39, p < 0.05) - pst hc tests revealed that the difference was between Australia (4.74) and the United States and Canada (4.51) Thrughut these results, respndents frm Australia were cnsistently rating the capabilities as mre imprtant. It may be interesting t further investigate why this may be, hwever, despite these differences, the results suggest that each f the capabilities is imprtant acrss each cuntry. Page 15

19 N Range Mean SD N Range Mean SD N Range Mean SD Table 9. Descriptive Statistics fr Imprtance Ratings f Capabilities by Cuntry f Residence United Kingdm Australia United States and Canada Capability Client Relatinships Prfessinalism Cmmunicatin Skills Decisin Making and Prblem Slving Cmmitment t Animal Welfare Cmmitment t Quality and the Prfessin In additin, respndents were asked t indicate which f the six veterinary skill areas are mst imprtant t yu. Respndents culd chse up t three capabilities. Results are presented in Table 10, fr the verall sample, as well as shwing a breakdwn by Animal Ownership and Cuntry f Residence. Page 16

20 Table 10. Ratings f Mst Imprtant Capabilities Animal Ownership Cuntry f Residence Capability Overall Small Animals Farm Equine United Kingdm Australia United States and Canada Client Relatinships Prfessinalism Cmmunicatin Skills Decisin Making and Prblem Slving Cmmitment t Animal Welfare Cmmitment t Quality and the Prfessin Overall, clients mst frequently selected Client Relatinships, Cmmitment t Animal Welfare and Cmmitment t Quality and the Prfessin as the mst imprtant f the six capability areas Animal Ownership Categry: When cmpared t the verall sample, small animal wners selected the same capability areas as mst imprtant. Farm and equine wners selected Cmmitment t Animal Welfare and Cmmitment t Quality and the Prfessin as mst imprtant, which was in line with the verall sample. Hwever, they als indicated that Decisin Making and Prblem Slving was ne f the mst imprtant capabilities, which differs frm the verall sample, where Client Relatinships was selected Cuntry f Residence: When cmpared t the verall sample, respndents frm the United Kingdm and Australia selected the same capability areas as being mst imprtant. Respndents frm the United States and Canada selected Cmmitment t Animal Welfare and Cmmitment t Quality and the Prfessin as mst imprtant, which was in line with the verall sample. Hwever, they als indicated that Decisin Making and Prblem Slving was ne f the mst imprtant capabilities, which differs frm the verall sample, where Client Relatinships was selected. This difference shuld be interpreted with cautin given the smaller sample size f respndents frm the United States and Canada. Page 17

21 3.10. Behaviural Indicatr Ratings In additin t analysis f the capabilities verall, further analyses were undertaken with regards t the mean perceived imprtance f each behaviural indicatr (see Appendix A) Overall: Twenty-tw behaviural indicatrs were rated, n average, as very imprtant (3.50 < mean < 4.49). The remaining nineteen indicatrs were rated, n average, as extremely imprtant (4.50 < mean). The highest verall indicatr was Has gd knwledge abut veterinary medicine and surgery (4.85). The lwest rated indicatr was Tailrs their cmmunicatin t yur understanding; avids jargn and technical terms (3.86) Animal Ownership Categry: When lking at small animal wners, the results were very similar t the verall results; likely reflective f the fact that mst respndents were small animal wners. As with the verall sample, twenty-tw behaviural indicatrs were rated as very imprtant, and the remaining nineteen indicatrs were rated as extremely imprtant Fr the farm wners, twenty-seven behaviural indicatrs were rated as very imprtant, and the remaining furteen indicatrs were rated as extremely imprtant. When cmpared t the verall sample, five indicatrs were rated n average as very rather than extremely imprtant: Checks that yu are cmfrtable with next steps and able t care fr yur animal apprpriately ; Recgnises the human-animal bnd, including yur insight and knwledge regarding yur animal ; Shws cmpassin twards animals; priritises yur animal's wellbeing and quality f life ; Adapts the way that yur animal is handled and examined t yur specific animal ; Keeps up-t-date with the latest research and treatments Fr the equine wners, twenty-six behaviural indicatrs were rated as very imprtant, and the remaining fifteen indicatrs were rated as extremely imprtant. When cmpared t the verall sample, fur indicatrs were rated n average as very rather than extremely imprtant: Checks that yu are cmfrtable with next steps and able t care fr yur animal apprpriately ; Recgnises the human-animal bnd, including yur insight and knwledge regarding yur animal ; Adapts the way that yur animal is handled and examined t yur specific animal ; Keeps up-t-date with the latest research and treatments. These results were very similar t farm wners, with just ne behaviural indicatr ( Shws cmpassin twards animals; priritises yur animal's wellbeing and quality f life ) falling int a different categry f imprtance Cuntry f Residence: Respndents frm the United Kingdm rated twenty-five behaviural indicatrs, n average, as very imprtant. The remaining sixteen indicatrs were rated, n average, as extremely imprtant. When cmpared t the verall sample, three indicatrs were rated n average as very rather than extremely imprtant: Checks that yu are cmfrtable with next steps and able t care fr yur animal apprpriately ; Recgnises the human-animal bnd, including yur insight and knwledge regarding yur animal ; Keeps up-t-date with the latest research and treatments Respndents frm Australia rated twenty-ne behaviural indicatrs, n average, as very imprtant. The remaining twenty indicatrs were rated, n average, as extremely imprtant. When cmpared t the verall sample, ne indicatr was rated n average as extremely rather than very imprtant: Empwers yu t make an infrmed decisin by explaining all f the ptins available t yu Respndents frm the United States and Canada rated twenty-seven behaviural indicatrs, n average, as very imprtant. Eleven indicatrs were rated, n average, as extremely imprtant, Page 18

22 and the remaining three indicatrs were rated n average as mderately imprtant. Several behaviural indicatrs fell int a different categry f imprtance when cmpared t the verall sample, hwever, cautin shuld be taken when interpreting these results given the relatively small sample f respndents frm the United States and Canada. 4. Qualitative Results frm the Validatin Questinnaire 4.1. Respndents were asked at the end f each capability sectin whether they had any cmments abut the capability area, r whether there was anything else that they thught shuld be included. The predminant purpse f this questin was t enable respndents t identify if anything was missing frm the framewrk, and thus culd be used t refine r update the indicatrs. As such, this was the fcus f the qualitative review Where apprpriate, cmments were used t make updates t the Capability Framewrk; a ttal f tw behaviural indicatrs were updated as a result f the feedback. N new behaviural indictrs were added t the framewrk Respndents als tk the pprtunity t cmment mre generally n the capability and these cmments culd generally be themed int the fllwing areas; Client Relatinships (360 cmments) Cmments in relatin t the indicatrs / capability (209 cmments) Emphasis n the vet understanding and respecting the level f expertise f the animal wner, nt patrnising r verlking their expertise; I like t feel that there are tw peple lking after my cat, myself and the vet. It's a partnership. ; I can't stress enugh hw imprtant it is t me t build a trusting relatinship with my vet. It was cmmnly highlighted that it is challenging t build a relatinship with a vet when animal wners ften are seen by a different vet at each visit. It was cmmented that the relatinship between vet and animal wner shuld feel similar t that between a GP and a patient. The imprtance f empathy and ability t prvide reassurance t the wner; Difficult situatins regarding yur pets can be made that little bit easier by the way a vet treats yu. The ability t adapt style t different clients was als raised. Cmments in relatin t an indicatr included in anther capability (167 cmments) Suggestins that the relatinship between vet and animal is mre imprtant than that between vet and animal wner. Sme respndents suggested that their highest pririty was the welfare f the animal and that a gd relatinship was nt always necessary if it was at the expense f clinical cmpetence. (Cmmitment t Animal Welfare). The imprtance f active listening skills. (Cmmunicatin skills). Cmments relevant t the general administratin f the veterinary practice r nn-veterinary staff (17 cmments) Page 19

23 Accessibility f services ut f hurs; availability f direct cntact with vet (as ppsed t thrugh receptin staff); verall smth-running and rganisatin f the practice; relatinships with receptin staff. Cmments relating t persnal experiences (81 cmments) A number f clients prvided cmments regarding their persnal experiences. Prfessinalism (234 cmments) Cmments in relatin t the indicatrs / capability (142 cmments) A number f cmments reflected the pinin that prfessinal apprach and hygiene are mre imprtant than prfessinal appearance, particularly with regards t farm animals; They culd be in a pair f bard shrts and a vest and I wuldn't care as lng as they shwed they knew what they were ding. The imprtance f striking a balance between behaving prfessinally but still shwing empathy and humanity was mentined; Must be able t be prfessinal but nt alf. The imprtance f nt allwing prfessinalism t prevent vets frm being flexible in their apprach was mentined. Hnesty and penness were nted as very imprtant attributes. Cmments in relatin t an indicatr included in anther capability (89 cmments) As nted abve, there were suggestins that appearance is less imprtant when cmpared t ther capabilities. Cmments relevant t the general administratin f the veterinary practice r nn-veterinary staff (8 cmments) Overall rganisatin f the practice; prfessinalism f receptin staff; length f appintments; pressure frm practice n vets t recmmend certain treatments. Cmments relating t persnal experiences (75 cmments) A number f clients prvided cmments regarding persnal experiences. Cmments in relatin t an indicatr/attribute nt included in the framewrk (2 cmments) Punctuality as a key aspect f prfessinalism (this was added int Prfessinalism). Demnstrating prfessinal behaviur twards ther staff as well as clients (this was added int Prfessinalism). Cmmunicatin Skills (219 cmments) Cmments in relatin t the indicatrs / capability (149 cmments) Emphasis n tailring language t an apprpriate level fr the client; sme clients may nt want t hear jargn but thers may find it useful t understand veterinary terms; Dn't avid technical terms altgether just tailr language t suit the client. Clear explanatins especially relevant in situatins when the wner is upset r emtinal; Clear and cncise cmmunicatin is very imprtant, especially in times f stress when I, as the client, may nt be able t take in a lt f technical infrmatin. Page 20

24 The imprtance f using nn-verbal cmmunicatin t shw engagement with client s cncerns. Finding a balance between speaking and listening; Sme vets d need t listen mre and ask mre questins. Sme clients wuld find it helpful t have written ntes t take hme. Cmments relevant t assessing this capability at the pint f selectin (3 cmments) Highlighting the imprtance f selecting students with gd cmmunicatin skills. Cmments in relatin t an indicatr included in anther capability (52 cmments) Cmmunicatin with the animal was highlighted as being equally as imprtant as cmmunicatin with the wner (Cmmitment t Animal Welfare). Cmments relevant t the general administratin f the veterinary practice r nn-veterinary staff (4 cmments) Efficient cmmunicatin by receptin staff, and within the practice, is imprtant. Cmments relating t persnal experiences (47 cmments) A number f clients prvided cmments regarding persnal experiences. Decisin Making and Prblem Slving (161 cmments) Cmments in relatin t the indicatrs / capability (110 cmments) The imprtance f balancing the animal s need with the client s needs, expectatins and financial cnstraints; Smetimes yu can feel that yu are being backed t a crner with nly ne slutin t a prblem which might invlve mre mney than yu can affrd. The imprtance f treating the cause and nt just the symptms. Ability t make quick decisins when necessary (particularly imprtant in emergencies), but nt at the expense f quality. Cmments in relatin t an indicatr included in anther capability (47 cmments) Vets being cmfrtable admitting when they d nt knw the answer and cnsulting a clleague r referring t a specialist in these situatins (Cmmitment t Quality and the Prfessin). Cmments relevant t the general administratin f the veterinary practice r nn-veterinary staff (4 cmments) Decisin-making skills als imprtant fr receptin staff with regards t priritising appintments. Cmments relating t persnal experiences (22 cmments) A number f clients prvided cmments regarding persnal experiences. Cmmitment t Animal Welfare (160 cmments) Cmments in relatin t the indicatrs / capability (104 cmments) Described as the highest pririty fr vets in a large number f cmments; Peple wh d nt care abut animal welfare and individual animals shuld nt becme vets. Page 21

25 Imprtance f getting t knw an animal s unique persnality; I abslutely appreciate when my vet knws my pets and their quirky persnalities. Adapting apprach t specific animals needs. Priritising an animal s wellbeing ver anything else (even if this requires addressing sensitive issues with the wner abut the animal r treatment). This includes never shwing fear f an animal. Cmments relevant t assessing this capability at the pint f selectin (11 cmments) Several cmments that this shuld be an essential attribute in rder t enter the prfessin. Cmments in relatin t an indicatr included in anther capability (17 cmments) Cmments relevant t the general administratin f the veterinary practice r nn-veterinary staff (2 cmments) Suggestin f practices participating in animal welfare prgrammes; csts f treatments. Cmments relating t persnal experiences (42 cmments) A number f clients prvided cmments regarding persnal experiences. Cmmitment t the Quality and the Prfessin (137 cmments) Cmments in relatin t the indicatrs / capability (80 cmments) Preparatin, fllw-up and gd rganisatin are especially imprtant t ensure cntinuity f care in practices where it is nt pssible fr clients t see the same vet each visit. Emphasis n the imprtance f cntinued learning and keeping up t date with research. The imprtance f acknwledging wn limitatins and knwing when t cnsult anther vet r research an issue further; N vet can knw everything abut everything, but being pen and hnest and readily seeking advice nly increases client cnfidence rather than diminishing it. Cmments in relatin t an indicatr included in anther capability (22 cmments) Cmments relevant t the general administratin f the veterinary practice r nn-veterinary staff (8 cmments) Practices supprting vets in cntinuing their prfessinal develpment; aiming t allw clients t see the same vet each time t imprve cntinuity f care. Cmments relating t persnal experiences (32 cmments) A number f clients prvided cmments regarding persnal experiences. Page 22

26 5. Summary and Cnclusins 5.1. An established apprach t capability framewrk develpment was undertaken, which invlved a series f validatin stages t ensure the delivery f a rbust framewrk that addressed the breadth f behaviurs that are valued by veterinary clients Thrugh analysis f the data, six capabilities were identified, each represented by between fur and ten behaviural indicatrs. The prvisin f brad capabilities enables a high-level verview f the expectatins f veterinary clients. The behaviural indicatrs prvide a mre detailed definitin f what the capability encmpasses. The inclusin f behaviural indicatrs is particularly useful when supprting prgressin thrugh training r selecting an individual fr a rle where such granularity is necessary. The behaviural indicatrs can als be used fr evaluatin purpses. It is imprtant t nte that the framewrk represents capabilities frm a client perspective, and therefre will nt cver the breadth f requirements f a successful vet, rather what is imprtant and bservable t a client Results frm the validatin questinnaire fund supprt fr each f the six capabilities utlined in the framewrk; verall, each capability was rated n average as at least very imprtant. Cmmitment t Animal Welfare, Decisin Making and Prblem Slving and Cmmitment t Quality and the Prfessin, were all rated n average as extremely imprtant. Therefre, prviding supprt fr the inclusin f all capabilities and behaviural indicatrs within the framewrk Overall, the capability with the highest rating f perceived imprtance was Cmmitment t Animal Welfare and the capability with the lwest rating was Client Relatinships. When asked t select up t three capability areas which were mst imprtant t them, verall, respndents mst frequently selected Cmmitment t Animal Welfare and Cmmitment t Quality and the Prfessin, which is cnsistent with the ratings f imprtance. Interesting, Client Relatinships was als frequently selected, althugh it had been rated as least imprtant when rated independently On review f the data, it is likely that the reasn fr this capability being rated lwer in terms f imprtance in the independent ratings is that a prprtin f respndents (18%) did nt rate the capability as very r extremely imprtant. As discussed in Sectin 3, respndents reasning fr this is that, perhaps unsurprisingly, as an animal wner, their primary cncern is the welfare f their animal rather than the client relatinship, as reflected in qualitative feedback. While this grup f respnders have reduced the average perceived imprtance f this capability when it was rated independently, the impact that this grup had n the three mst imprtant capability areas was smaller Sme differences regarding the extent f perceived imprtance were bserved when cmparing wnership grups. The respnses frm small animal wners were cnsistent with the verall sample (likely reflective f the large sample size). Hwever, the average respnses frm farm and equine wners were different; farm animal wners rated Cmmitment t Quality and the Prfessin highest in terms f perceived imprtance and Cmmunicatin Skills as least imprtant. Equine wners rated Decisin Making and Prblem Slving as the mst imprtant capability and Client Relatinships as the least imprtant. Hwever, as all capability areas were rated n average as at least very imprtant, this suggests that the framewrk is representative acrss wnership grups There were very few differences between the verall sample, and the sample split by cuntry f residence. Thus, suggesting that the capabilities framewrk is suitable fr use acrss cuntries. The nly differences were reflected in the respndents frm United States and Canada, thugh, these differences shuld be interpreted with cautin given the relatively small number f respndents in this grup. Page 23

27 Appendix A: Behaviural Indicatr Means Client Relatinships Overall Imprtance Small Animals Farm Equine UK Australia United States & Canada Is friendly, apprachable and curteus Acknwledges yur emtins and feelings; demnstrates empathy Shws cmpassin and kindness twards yu; prvides reassurance Respects yur ideas, cncerns and decisins Shws patience in difficult situatins; ensures that yu d nt feel rushed Builds rapprt with yu t develp a trusting partnership Checks that yu are cmfrtable with next steps and able t care fr yur animal apprpriately Recgnises the human-animal bnd, including yur insight and knwledge regarding yur animal Educates yu t enable yu t take a practive rle in care and preventative treatment Is accmmdating and flexible in meeting yur needs and requests where apprpriate Prfessinalism Shws equality in their apprach; treats all kinds f animals equally e.g. small animals r farm animals Is hnest and clear abut the cst f treatment ptins r prcedures (e.g. nt led by financial gain r sales) Is fair, des nt blame yu r make yu feel guilty Is prfessinal in their apprach and appearance Is pen and hnest with yu; is realistic abut lng term expectatins Is calm, manages their wn emtins in difficult situatins r cnversatins Maintains a hygienic wrking envirnment Cmmunicatin Skills Tailrs their cmmunicatin t yur understanding; avids jargn and technical terms Clearly explains diagnses, treatment Page 24

28 ptins, implicatins and csts Asks pen questins t gain infrmatin and explres yur cncerns Shws active listening and creates a tw-way cnversatin with yu; seeks yur viewpint Takes a cnsiderate and tactful apprach t sensitive infrmatin Shws gd nn-verbal cmmunicatin skills, e.g. eye cntact, ndding t shw understanding Decisin Making and Prblem Slving Empwers yu t make an infrmed decisin by explaining all f the ptins available t yu Balances yur animal's needs with yur needs, expectatins and financial cnstraints Practive; treats the cause rather than just the symptms Is decisive; quickly assesses the urgency f the situatin and takes apprpriate actin Has gd knwledge abut veterinary medicine and surgery Cmmitment t Animal Welfare Shws a genuine interest in yur animal(s), asking questins abut their needs r persnality Handles yur animal(s) with cnfidence and care, in a way t which yur animal(s) respnds well Shws cmpassin twards animals; priritises yur animal's wellbeing and quality f life Adapts the way that yur animal is handled and examined t yur specific animal Cmmitment t Quality and the Prfessin Prepares fr yur cnsultatins (e.g. checking recrds befrehand) t ensure the highest quality care is prvided Cmmitted t gd aftercare; is practive in fllwing up and keeps yu updated Values cntinuity f care (i.e. prvides yu and yur animal with the experience f a crdinated and smth prgressin f care) and wrks with yu t achieve this where pssible Is pen abut when they d nt knw Page 25

29 smething Is cmmitted t learning frm their experiences r mistakes, s they can cntinue t imprve yur animal's care Gives yu a sense f cnfidence in their skills Keeps up-t-date with the latest research and treatments Seeks advice frm clleagues t ensure the best pssible treatment fr yur animal Is cmmitted t delivering high quality care and striving fr excellence Page 26

30 LIKERT SCALE RATING RESPONSES OF THE SIX VETERINARY SKILL AREAS WITH DOMAINS LISTED IN RANK ORDER, ACCORDING TO MOST IMPORTANCE TO

31 The VetSet2G Veterinary Client Survey OVERALL UK & EUROPEAN AUSTRALIAN & NEW ZEALAND NORTH AMERICAN (US & CANADA) SMALL ANIMAL FARM & EQUINE MIXED ANIMAL TYPE COMMITMENT TO ANIMAL WELFARE Shws a genuine interest in yur animal(s), asking questins abut their needs r persnality extremely imprtant Handles yur animal(s) with cnfidence and care, in a way t which yur animal(s) respnd(s) well very imprtant Shws cmpassin twards animals; priritises yur animal's wellbeing and quality f life mderately imprtant Adapts the way that yur animal is handled and examined t yur specific animal slightly imprtant Hw imprtant is it t yur verall that yur vet demnstrates cmmitment t animal welfare? nt imprtant COMMITMENT TO QUALITY AND THE PROFESSION Prepares fr yur cnsultatins t ensure the highest quality care is prvided Page 1 f 8

32 The VetSet2G Veterinary Client Survey Cmmitted t gd aftercare; is practive in fllwing up and keeps yu updated OVERALL UK & EUROPEAN AUSTRALIAN & NEW ZEALAND NORTH AMERICAN (US & CANADA) SMALL ANIMAL FARM & EQUINE MIXED ANIMAL TYPE extremely imprtant Values cntinuity f care and wrks with yu t achieve this where pssible very imprtant Is pen abut when they d nt knw smething mderately imprtant Is cmmitted t learning frm their experiences r mistakes, s they can cntinue t imprve yur animal's care Gives yu a sense f cnfidence in their skills slightly imprtant nt imprtant Keeps up-t-date with the latest research and treatments Page 2 f 8

33 The VetSet2G Veterinary Client Survey Seeks advice frm clleagues t ensure the best pssible treatment fr yur animal OVERALL UK & EUROPEAN AUSTRALIAN & NEW ZEALAND NORTH AMERICAN (US & CANADA) SMALL ANIMAL FARM & EQUINE MIXED ANIMAL TYPE extremely imprtant Is cmmitted t delivering high quality care and striving fr excellence very imprtant Hw imprtant is it t yu verall that yur vet demnstrates cmmitment t quality and the prfessin? mderately imprtant CLIENT RELATIONSHIP Is friendly, apprachable and curteus slightly imprtant Acknwledges yur emtins and feelings; demnstrates empathy nt imprtant Shws cmpassin and kindness twards yu; prvides reassurance Page 3 f 8

34 The VetSet2G Veterinary Client Survey Respects yur ideas, cncerns and decisins OVERALL UK & EUROPEAN AUSTRALIAN & NEW ZEALAND NORTH AMERICAN (US & CANADA) SMALL ANIMAL FARM & EQUINE MIXED ANIMAL TYPE extremely imprtant Shws patience in difficult situatins; ensures that yu d nt feel rushed very imprtant Builds rapprt with yu t develp a trusting partnership mderately imprtant Checks that yu are cmfrtable with next steps and able t care fr yur animal apprpriately slightly imprtant Recgnises the human-animal bnd, including yur insight and knwledge regarding yur animal nt imprtant Educates yu t take a practive rle in care and preventative treatment Page 4 f 8

35 The VetSet2G Veterinary Client Survey Is accmdating and flexible in meeting yur needs and requests where apprpriate OVERALL UK & EUROPEAN AUSTRALIAN & NEW ZEALAND NORTH AMERICAN (US & CANADA) SMALL ANIMAL FARM & EQUINE MIXED ANIMAL TYPE extremely imprtant Hw imprtant is it t yu verall that yur vet relates t yu as a client? very imprtant DECISION MAKING AND PROBLEM SOLVING Empwers yu t make an infrmed decisin by explianing all f the ptins available t yu mderately imprtant Balances yur animal's needs with yur needs, expectatins and financial cnstraints slightly imprtant Practive; treats the cause rather than just the symptms nt imprtant Is decisive; quickly assesses the urgency f the situatin and takes apprpriate actin Page 5 f 8

36 The VetSet2G Veterinary Client Survey Has gd knwledge abut veterinary medicine and surgery OVERALL UK & EUROPEAN AUSTRALIAN & NEW ZEALAND NORTH AMERICAN (US & CANADA) SMALL ANIMAL FARM & EQUINE MIXED ANIMAL TYPE extremely imprtant Hw imprtant is it t yu verall that yur vet demnstrates gd decisin making and prblem slving skills? PROFESSIONALISM very imprtant Shws equality in their apprach; treats all animals equally e.g. small animals r farm animals mderately imprtant Shws integrity in putting frward treatment ptins r prcedures, and is clear with yu abut csts slightly imprtant Is fair, des nt blame yu r make yu feel guilty nt imprtant Is prfessinal in their apprach and appearance Page 6 f 8

37 The VetSet2G Veterinary Client Survey Is pen and hnest with yu; is realistic anut lng term expectatins OVERALL UK & EUROPEAN AUSTRALIAN & NEW ZEALAND NORTH AMERICAN (US & CANADA) SMALL ANIMAL FARM & EQUINE MIXED ANIMAL TYPE extremely imprtant Is calm, manages their wn emtins in difficult situatins r cnversatins very imprtant Maintains a hygienic wrk envirnment mderately imprtant Hw imprtant is it t yu verall that yur vet demnstrates prfessinalism? slightly imprtant COMMUNICATION SKILLS Tailrs their cmmunicatin t yur understanding; avids jargn and technical terms nt imprtant Clearly explains diagnses, treatment ptins, implicatins and csts Page 7 f 8

38 The VetSet2G Veterinary Client Survey Asks pen questins t gain infrmatin and explres yur cncerns OVERALL UK & EUROPEAN AUSTRALIAN & NEW ZEALAND NORTH AMERICAN (US & CANADA) SMALL ANIMAL FARM & EQUINE MIXED ANIMAL TYPE extremely imprtant Shws active listening and creates a tw-way cnversatin with yu; seeks yur viewpint very imprtant Takes a cnsiderate and tactful apprach t sensitive infrmatin mderately imprtant Shws gd nnverbal cmmunicatin skills, e.g. eye cntact, ndding t shw understanding slightly imprtant Hw imprtant is it t yu verall that yur vet demnstrates gd cmmunicatin skills? nt imprtant Page 8 f 8

39 Supprt fr this prject has been prvided by the Australian Gvernment Department f Educatin and Training. The views in this reprt d nt necessarily reflect the views f the Australian Gvernment Department f Educatin and Training.