Pyatt Alison Z, Walley Keith, Wright Gillian H, Bleach Emma C L
Equine Department, Hartpury University, Hartpury, Gloucester GL19 3BE, UK.
Department of Animal Production, Welfare and Veterinary Sciences, Harper Adams University, Newport TF10 8NB, UK.
Vet Sci. 2020 Oct 1;7(4):149. doi: 10.3390/vetsci7040149.
Changes in client behaviour and expectations, and a dynamic business landscape, amplify the already complex nature of veterinary and animal health service provision. Drawing on prior experiences, veterinary clients increasingly pursue enhanced involvement in services and have expectations of relationship-centred care. Co-production as a conceptualisation of reciprocity in service provision is a fundamental offering in the services sector, including human medicine, yet the role of co-production in veterinary services has been minimally explored. Utilising a service satisfaction framework, semi-structured interviews ( = 13) were completed with three veterinary stakeholder groups, veterinarians, allied animal health practitioners, and veterinary clients. Interview transcript data were subject to the qualitative data analysis techniques, thematic analysis and grounded theory, to explore relationship-centred care and subsequently conceptualise co-production service for the sector. Six latent dimensions of service were emergent, defined as: empathy, bespoke care, professional integrity, value for money, confident relationships, and accessibility. The dimensions strongly advocate wider sector adoption of a co-produced service, and a contextualised co-production framework is presented. Pragmatic challenges associated with integration of active veterinary clients in a practitioner-client partnership are evident. However, adopting a people-centric approach to veterinary services and partnerships with clients can confer the advantages of improved client satisfaction, enhanced treatment adherence and outcomes, and business sustainability.
客户行为和期望的变化，以及动态的商业环境，加剧了兽医和动物健康服务提供本就复杂的性质。借鉴以往经验，兽医客户越来越追求在服务中更多地参与，并期望得到以关系为中心的护理。共同生产作为服务提供中互惠性的一种概念化，是包括人类医学在内的服务部门的一项基本服务内容，但共同生产在兽医服务中的作用却很少被探讨。利用服务满意度框架，对兽医、动物健康相关从业者和兽医客户这三个兽医利益相关者群体进行了13次半结构化访谈。访谈转录数据采用定性数据分析技术、主题分析和扎根理论，以探索以关系为中心的护理，并随后为该部门概念化共同生产服务。出现了六个潜在的服务维度，定义为：同理心、定制护理、职业操守、性价比、信任关系和可及性。这些维度强烈主张该行业更广泛地采用共同生产服务，并提出了一个情境化的共同生产框架。将积极的兽医客户纳入从业者-客户伙伴关系中存在明显的实际挑战。然而，采用以人为本的方法提供兽医服务并与客户建立伙伴关系，可以带来提高客户满意度、增强治疗依从性和治疗效果以及业务可持续性等好处。
