Addressing disappointment in veterinary practice.
Disappointing experiences are not uncommon in the increasingly complex setting of veterinary practice. Managing these situations requires that health care teams be sensitive to client disappointments; accept responsibility for engaging with clients to resolve them; and act ethically, sensitively, and flexibly to reach the best resolutions possible while learning from the experience to reduce the potential for recurrence. The reward for their efforts is an enhanced capability to rebuild rapport, trust, credibility, and loyalty after disappointments and adverse outcomes. Success should translate into a more satisfying practice that builds and maintains its client base and minimizes its liability risks.
O'Connell
Daniel
D
Institute for Healthcare Communication, New Haven, CT 06511, USA. danoconn@mindspring.com
Bonvicini
Kathleen A
KA
D000818:Animals; D006801:Humans; D016365:Liability, Legal; D017060:Patient Satisfaction; D017211:Treatment Failure; D018634:Veterinarians / Q000523:psychology*; D014730:Veterinary Medicine / Q000592:standards*