Factors influencing the nature of client complaint behaviour in the aftermath of adverse events.

IF 1.8 3区 农林科学 Q2 VETERINARY SCIENCES Veterinary Record Pub Date : 2025-03-15 Epub Date: 2024-12-29 DOI:10.1002/vetr.4966
Julie Gibson, Kate White, Liz Mossop, Marnie L Brennan
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Abstract

Background: Negative veterinary client complaint behaviour poses wellbeing and reputational risks. Adverse events are one source of complaint. Identifying factors that influence adverse event-related complaint behaviour is key to mitigating detrimental consequences and harnessing information that can be used to improve service quality, patient safety and business sustainability.

Methods: Interviews were conducted with five veterinary client complainants and five veterinary client mediators. Qualitative content analysis of the transcripts was used to identify categories of capability, opportunity and motivation influencing client behaviour. One category of motivation identified focused on the desired outcomes of complainants. Two hundred and eighty resolved veterinary‒client mediation cases related to adverse events subsequently underwent content analysis to quantify these desired outcomes.

Results: Client complaint behaviour was motivated by clients' emotional reactions, perceptions and beliefs and desire to achieve an outcome as a result, and was influenced by previous complaint experience, technological ability, self-confidence and broader organisational and societal factors. Although financial redress was the most commonly identified desired outcome, apology, honesty, accountability and prevention of future events were valued.

Limitations: Small data sets and interpretative analyses limit the generalisability of the findings.

Conclusions: Proactively engaging clients in relation to adverse events is likely to reduce negative complaint behaviour and facilitate veterinary quality improvement.

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不良事件后影响客户投诉行为性质的因素。
背景:消极的兽医客户投诉行为会带来健康和声誉风险。不良事件是投诉的一个来源。确定影响与不良事件有关的投诉行为的因素是减轻有害后果和利用可用于提高服务质量、患者安全和业务可持续性的信息的关键。方法:对5名兽医客户投诉人和5名兽医客户调解员进行访谈。对记录进行定性内容分析,以确定影响客户行为的能力、机会和动机的类别。确定的一类动机侧重于投诉人所期望的结果。随后对280个与不良事件相关的兽医-客户调解案例进行了内容分析,以量化这些期望的结果。结果:客户投诉行为的动机是客户的情绪反应、感知和信念以及对结果的渴望,并受到先前投诉经验、技术能力、自信以及更广泛的组织和社会因素的影响。虽然经济补偿是最普遍确定的期望结果,但道歉、诚实、问责和预防未来事件也受到重视。局限性:小数据集和解释性分析限制了研究结果的普遍性。结论:积极主动地让客户参与不良事件可能会减少负面投诉行为,促进兽医质量的提高。
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来源期刊
Veterinary Record
Veterinary Record 农林科学-兽医学
CiteScore
2.10
自引率
9.10%
发文量
1181
审稿时长
6-12 weeks
期刊介绍: Veterinary Record (branded as Vet Record) is the official journal of the British Veterinary Association (BVA) and has been published weekly since 1888. It contains news, opinion, letters, scientific reviews and original research papers and communications on a wide range of veterinary topics, along with disease surveillance reports, obituaries, careers information, business and innovation news and summaries of research papers in other journals. It is published on behalf of the BVA by BMJ Group.
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