‘Care about my animal, know your stuff and take me seriously’: United Kingdom and Australian clients’ views on the capabilities most important in their veterinarians

K. Hughes; S.M. Rhind; L. Mossop; K. Cobb; E. Morley; M. Kerrin; C. Morton; M. Cake

doi:10.1136/vr.104987

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‘Care about my animal, know your stuff and take me seriously’: United Kingdom and Australian clients’ views on the capabilities most important in their veterinarians

Journal article

Peer reviewed

‘Care about my animal, know your stuff and take me seriously’: United Kingdom and Australian clients’ views on the capabilities most important in their veterinarians

K. Hughes, S.M. Rhind, L. Mossop, K. Cobb, E. Morley, M. Kerrin, C. Morton and M. Cake

Veterinary Record, Vol.183(17)

2018

DOI: https://doi.org/10.1136/vr.104987

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Abstract

Success in veterinary practice requires careful balancing of stakeholder needs. The aim of this study was to investigate the current expectations and needs of veterinary clients across a range of practice types. Interviews and focus groups were undertaken with veterinary clients to identify the capabilities of veterinarians that result in the best client experience, generating a 'Veterinary Capability Framework'. This comprised six main capabilities each containing 4-10 behavioural indicators: client relationships; professionalism; communication skills; decision-making and problem solving; commitment to animal welfare; and commitment to quality and the profession. An online survey was then conducted to validate the importance of these capabilities, which was completed by 1446 mostly UK and Australian clients. The data have allowed us to develop a 'Client Hierarchy of Needs' which emphasises the fundamental importance of commitment to animal welfare and veterinary capabilities to the client experience. This study is part of the VetSet2Go project, a collaborative international project to define the capabilities most important for employability and success in the veterinary profession today.

Details

Title: ‘Care about my animal, know your stuff and take me seriously’: United Kingdom and Australian clients’ views on the capabilities most important in their veterinarians
Authors/Creators: K. Hughes (Author/Creator) - University of Edinburgh
S.M. Rhind (Author/Creator) - University of Edinburgh
L. Mossop (Author/Creator)
K. Cobb (Author/Creator) - University of Nottingham
E. Morley (Author/Creator) - Work Psychology Group, London, UK.
M. Kerrin (Author/Creator) - London Business School
C. Morton (Author/Creator) - University of Edinburgh
M. Cake (Author/Creator) - Murdoch University
Publication Details: Veterinary Record, Vol.183(17)
Publisher: British Veterinary Association
Identifiers: 991005544310407891
Copyright: © 2018 British Veterinary Association
Murdoch Affiliation: School of Veterinary and Biomedical Sciences
Language: English
Resource Type: Journal article

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Collaboration types: Domestic collaboration; International collaboration
Citation topics: 1 Clinical & Life Sciences; 1.228 Virology - Tropical Diseases; 1.228.2421 Veterinary Education
Web Of Science research areas: Veterinary Sciences
ESI research areas: Plant & Animal Science