A focus group study of veterinarians' and pet owners' perceptions of veterinarian-client communication in companion animal practice.
OBJECTIVE
To compare veterinarians' and pet owners' perceptions of client expectations with respect to veterinarian-client communication and to identify related barriers and challenges to communication.


METHODS
Qualitative study based on focus group interviews.


METHODS
6 pet owner focus groups (32 owners) and 4 veterinarian focus groups (24 companion animal veterinarians).


METHODS
Independent focus group sessions were conducted with standardized open-ended questions and follow-up probes. Content analysis was performed on transcripts of the focus group discussions.


RESULTS
Five themes related to veterinarian-client communication were identified: educating clients (ie, explaining important information, providing information up front, and providing information in various forms), providing choices (ie, providing pet owners with a range of options, being respectful of owners' decisions, and working in partnership with owners), using 2-way communication (ie, using language clients understand, listening to what clients have to say, and asking the right questions), breakdowns in communication that affected the client's experience (ie, owners feeling misinformed, that they had not been given all options, and that their concerns had not been heard), and challenges veterinarians encountered when communicating with clients (ie, monetary concerns, client misinformation, involvement of > 1 client, and time limitations).


CONCLUSIONS
Results suggested that several factors are involved in providing effective veterinarian-client communication and that breakdowns in communication can have an adverse effect on the veterinarian-client relationship.
Coe
Jason B
JB
Department of Population Medicine, Ontario Veterinary College, University of Guelph, Guelph, ON N1G 2W1, Canada.
Adams
Cindy L
CL
Bonnett
Brenda N
BN
D000328:Adult; D000368:Aged; D000818:Animals; D003142:Communication; D005260:Female; D017144:Focus Groups; D006801:Humans; D007398:Interpersonal Relations; D007407:Interviews as Topic; D008297:Male; D008875:Middle Aged; D010067:Ownership; D010465:Perception; D011369:Professional-Patient Relations; D018634:Veterinarians / Q000523:psychology*; D014730:Veterinary Medicine / Q000191:economics / Q000592:standards*