85% of vets report that either they or a member of their team have felt intimidated by a client’s language or behaviour, according to statistics revealed by the British Veterinary Association (BVA) to mark National Work Life Week (2 - 6 October).
Veterinary teams are experiencing a high level of intimidation from clients bringing their animals into practices across the UK, according to the survey of more than 1,600 BVA members. While around half of vets have felt threatened by their clients’ actions or language many vets commented that support staff such as receptionists often bear the brunt of threatening behaviour.
Those vets who work with companion animals or in a mixed practice are particularly likely to have experienced difficult clients with 89% reporting some form of intimidating experience. Younger vets and female vets were significantly more likely to have experienced some form of intimidation.
BVA’s survey revealed that animal owners’ intimidating language and behaviour is often related to the cost of treatment, with 98% of vets saying that at some time they feel under pressure from clients to waive fees or to accept the promise of late payment.
President of the British Veterinary Association, John Fishwick, said:
“It’s concerning to see the figures around challenging client behaviour and fees, especially when vets, vet nurses and other members of the veterinary team are just, like any of us, trying to do their job. Owning an animal is an important responsibility and, with no NHS for animals, the reality is that owning a pet will cost tens of thousands of pounds over its lifetime. In order to help understand costs, it’s important to ensure a two-way vet/client discussion about the treatment options available, and the potential costs involved, so clients can make a decision that is right for them and their pet in collaboration with their vet. When you break down the total costs, vet fees offer value for money, covering not only the healthcare and treatment they provide for animals, but the vet team’s time and expertise, the necessary technology and equipment used, and the overheads of running the practice itself.”
President of the British Veterinary Nursing Association, Sam Morgan, said
“We understand there can be a lot of distress when pets are ill and deciding the best course of action for a loved pet or sick animal can be very difficult. However, this is no excuse to be aggressive or intimidating to a member of the veterinary team. Animal welfare is at the heart of our work and we are always working towards getting the very best possible result for the animal’s health. We hope that by building awareness around intimidating behaviour in National Work Life Week we can start to address this issue.”
