Managing clients and patients: Exploring the experience of client-based incivility in veterinary practice

Background: Interactions with clients have been identified as a key potential stressor within veterinarian work. However, there is a lack of research investigating the experience, and impact, of specific behaviours such as incivility. The current study aimed to address this literature gap by investigating veterinary perceptions of client-based rudeness. Method: Telephone interviews were used to gather qualitative data regarding veterinary perceptions of client-based rudeness. This encompassed the potential causes of incivility, the impact on the veterinarian, and coping strategies.Results: Thematic analysis produced 16 themes relevant to client-based rudeness, and one over-arching theme. The over-arching theme suggested that vets consider client management, and patient care, two distinct aspects of their role. Key themes included the perception of client worry as a key causal factor of rudeness, the utilisation of empathy as a client management technique and the potential for rudeness to have an adverse impact on mental health. A supportive practice was considered vital for enabling successful coping.Conclusion: It is important that veterinary practices are aware of the potential for client rudeness to adversely impact vet wellbeing. Practices should seek to develop guidelines detailing appropriate responses to rudeness, alongside developing a supportive culture to maximise vet coping strategies.