Coe Jason B, Adams Cindy L, Bonnett Brenda N
Department of Population Medicine, Ontario Veterinary College, University of Guelph, Guelph, Ontario, Canada.
J Am Vet Med Assoc. 2007 Nov 15;231(10):1510-8. doi: 10.2460/javma.231.10.1510.
To compare veterinarians' and pet owners' perceptions of client expectations with respect to the monetary aspects of veterinary care and identify challenges encountered by veterinarians in dealing with pet owners' expectations.
Qualitative study based on focus group interviews.
6 pet owner focus groups (32 owners) and 4 veterinarian focus groups (24 companion animal veterinarians).
Independent focus group sessions were conducted with standardized open-ended questions and follow-up probes. Content analysis was performed on the focus group discussions.
Pet owners expected the care of their animal to take precedence over monetary aspects. They also expected veterinarians to initiate discussions of costs upfront but indicated that such discussions were uncommon. Veterinarians and pet owners differed in the way they related to discussions of veterinary costs. Veterinarians focused on tangibles, such as time and services. Pet owners focused on outcome as it related to their pet's health and well-being. Veterinarians reported that they sometimes felt undervalued for their efforts. A suspicion regarding the motivation behind veterinarians' recommendations surfaced among some participating pet owners.
Results suggested that the monetary aspects of veterinary care pose barriers and challenges for veterinarians and pet owners. By exploring clients' expectations, improving communication, educating clients, and making discussions of cost more common, veterinarians may be able to alleviate some of the monetary challenges involved in veterinarian-client-patient interactions.
比较兽医和宠物主人对于兽医护理费用方面客户期望的看法，并确定兽医在应对宠物主人期望时遇到的挑战。
基于焦点小组访谈的定性研究。
6个宠物主人焦点小组（32名主人）和4个兽医焦点小组（24名伴侣动物兽医）。
采用标准化的开放式问题和后续追问进行独立的焦点小组会议。对焦点小组讨论进行内容分析。
宠物主人期望对其动物的护理优先于费用方面。他们还期望兽医提前开始关于费用的讨论，但表示此类讨论并不常见。兽医和宠物主人在与兽医费用讨论的关联方式上存在差异。兽医关注诸如时间和服务等具体方面。宠物主人关注与宠物健康和幸福相关的结果。兽医报告称，他们有时觉得自己的努力未得到充分重视。一些参与的宠物主人对兽医建议背后的动机产生了怀疑。
结果表明，兽医护理的费用方面给兽医和宠物主人带来了障碍和挑战。通过探索客户期望、改善沟通、对客户进行教育以及使费用讨论更加普遍，兽医或许能够缓解兽医-客户-患者互动中涉及的一些费用方面的挑战。
