The British Veterinary Association has released figures from its Voice of the Veterinary Profession survey which reveal that around half of all veterinary surgeons have felt threatened by clients, and as many as 85% report that either they or another member of their team have felt threatened.

According to the BVA, the problem is usually related to the cost of treatment, with 90% of vets saying that they or a member of their team have been challenged over their fees or charges and 98% saying that at some time they feel under pressure to waive fees or accept the promise of late payment. 

Predictably, the problem is more commonly reported by those working in companion animal or mixed practice, with 89% reporting some form of intimidating experience. Younger vets and female vets were also significantly more likely to have experienced some form of intimidation. 

The survey has prompted the BVA and the British Veterinary Nursing Association to issue advice concerning how to deal with intimidating clients. 

BVNA President Sam Morgan said: "These statistics make for sad reading, but are certainly not surprising. Working within practice we have all either been subject to or witnessed that 'difficult' client, but we must remember any form of harassment is unacceptable. It’s important not to feel alone in these situations and to ensure there is awareness and support throughout the veterinary team."

BVA President John Fishwick, said: "Every situation is different and has to be dealt with on an individual basis, but it’s concerning to see the figures around challenging client behaviour and fees. Owning an animal is an important responsibility and will cost tens of thousands of pounds over its lifetime.

"It’s important for everyone in the vet team to take pride in the healthcare and treatment they deliver, and, equally, they must feel valued for their services. These figures emphasise the importance of managing expectations around fees by ensuring a two-way discussion about options and costs so clients can make a decision in collaboration with the veterinary team."

The BVA/BVNA advice for dealing with intimidating clients is as follows:

  • Try to remain calm, at all times; be confident but never aggressive.
  • Personal safety for the veterinary team is the highest priority. If you feel intimidated by a client, try to not be alone with them.  If you do not feel able to resolve the immediate scenario and you are concerned about your safety then politely ask the client to leave. If you see other team members facing difficult clients, do not leave them alone, remain within sight so you can go and get more help or step in and support your colleague.
  • Although easier said than done, try not to take it personally. If you are on the receiving end of this behaviour, it can be upsetting and a cause of significant stress.
  • Always discuss with your colleagues any difficult situation you have encountered with a client. Consider how well you handled the situation: what did you do well, what could you have done better, what was the final outcome. Think about what you have learnt and use it when you next encounter a difficult client and learn from each other.  Work together to have a practice policy on how to deal with intimidating situations.
  • Remember to inform the practice manager or practice principal so that appropriate practice level steps can be taken.
  • Use clear messaging within the practice that harassment and violence will not be tolerated. Clients should be made aware of what unacceptable behaviour means.
  • Remember that people’s behaviour can arise for many different reasons, including distress associated with their pet being ill. While not excusing the behaviour, it can help to diffuse a situation if the owner can have the opportunity to get all their concerns out. This can be done by active listening attentively and ensuring the client knows you have heard by reflecting these concerns back to them. Clients may also need to be reassured that ‘they’ve made the right decision’ or ‘we’re doing everything we can’, or even checking with the owner that they understand everything you’ve told them or ask them if they have any questions they’d like to ask.
  • Consider attending training courses on understanding and dealing with these types of situations to help you and your clients. 

Photo: Dimitry A / Shutterstock 

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