Client complaints can be avoided by knowing the common triggers and making preemptive plans.

Many complaint situations may seem unexpected, but upon closer examination, it becomes evident that veterinary practices rarely intend to disappoint their clients. Instead, misunderstandings and lapses in clear communication often serve as the primary triggers for complaints, rather than issues stemming from poor management or service quality.

Let’s delve into some recurring factors behind complaints and how practices can proactively avoid them.

1. Clients feeling that procedures and plans were not discussed with them

A frequent source of customer complaints in veterinary practices stems from pet owners feeling that they weren’t adequately engaged or listened to. Often, the clinical decisions made by veterinarians are entirely sound and appropriate, but the client may not grasp the rationale behind these decisions. While notes may indicate that the matter was “discussed with the client,” the client’s perception may differ significantly.

In some cases, clients may have predetermined expectations regarding specific procedures and might worry that these were conducted without thorough consultation. To prevent such issues, it’s crucial for practices to ensure transparent communication of their plans and to remain attentive to any shifts in the client’s demeanor or concerns. Addressing these concerns with clients before proceeding with clinical procedures can save time and be more effective than managing them post-event.

2. Assumptions by veterinarians that the client knew what was happening

While it might seem ideal for clients to possess a comprehensive understanding of veterinary procedures, making assumptions about their level of knowledge can potentially lead to conflicts later on. Disregarding a client’s existing knowledge can create a divide and erode the trust within the veterinarian-client relationship. Assuming that clients automatically comprehend the reasons behind necessary actions can be problematic.

In reality, most pet owners are not well-versed in veterinary jargon and may not intuitively grasp the rationale behind medical decisions. To address this, it is essential to find ways to explain matters in simple, accessible terms, encouraging open dialogue and questions from clients. To reduce the risk of misunderstandings, veterinary practices should foster a culture of clear and transparent communication from the initial contact through consultations and the provision of veterinary care.

3. Not setting realistic expectations

Building on the foundation of understanding and effective communication, it’s crucial to ensure that client expectations align with the reality of the situation. Engaging in open discussions at an earlier stage can preemptively redirect situations that might otherwise lead to disputes later on.

Essentially, by addressing the issue of whether clients comprehend the prognosis and the constraints of diagnostic tests, veterinary practices can avoid inadvertently disappointing their clients. Initiating a conversation that centers on the specific animal’s risks and limitations associated with the medical procedures they are undergoing, while also establishing the client’s expectations, can prove to be both efficient and effective in the long run.

4. Provision of insufficient information

Regarding clinical procedures, it’s essential to recognize that each client will have their unique “information need.” Some clients may seek comprehensive details about the advantages and risks associated with these procedures. While consultations with veterinarians can offer clarity, clients often engage in additional research.

Veterinary practices can foster an open and collaborative relationship with clients by steering them towards reliable and reputable resources, whether available on their website or in the form of informational leaflets. This approach is crucial for managing situations where clients conduct independent research and gather information from unreliable sources, which can intensify concerns and lead to confusion about treatment decisions. To prevent this, it’s vital to facilitate clients’ access to as much information as they desire and make this information easily accessible. A valuable strategy is to offer a web page on the practice’s website filled with links, directing clients to helpful resources.

The above-mentioned issues are four of the most prevalent elements mentioned by clients in complaints. This information can help veterinary practices devise solutions to preemptively address these concerns and prevent disputes.