BY: SAMANTHA BARTLETT, DVM
Although client behaviors have long been seen as a source of stress and potential burnout for veterinary professionals, the behavior has only become worse after the COVID-19 pandemic. During the lockdowns initiated because of COVID-19, more people brought new pets into their homes. Reports show that more than 3 million UK households brought home pets during the pandemic lockdowns, putting veterinarians and staff under increased pressure to provide services to their communities.
Several studies have been performed investigating the effect of client and co-worker rudeness and incivility on veterinary staff. Interactions with rude clients is linked to anxiety, depression and burnout. Some veterinary staff have left or are considering leaving the veterinary field altogether.
Psychologists at the University of Aberdeen published the results of their study in the Veterinary Record. The study encompassed rudeness from both client and co-workers toward vets and veterinary nurses in the UK and Ireland.
Dr. Amy Irwin, the lead researcher, noted that studies conducted previously focused on incidents of aggression from clients directed toward veterinary staff. The aim of the current study was to determine how regular, low-level uncivil behavior impacted the mental health of veterinarians and staff. Some responses of veterinarians who have encountered multiple incidents with rude clients have included reducing working hours, reducing on-call hours and changing careers.
Many participants in the study suggested that some incidents of client rudeness stemmed from financial insecurity and guilt associated with declined treatment. Despite this, these veterinarians still reported a detrimental effect on their mental health, particularly when they felt rudeness was targeting their commitment to their patients or their medical abilities.
The questionnaire used in the study also showed that veterinary staff suffer from rude clients and co-workers. Client rudeness was tied to anxiety and burnout whereas rudeness from co-workers resulted in reduced job satisfaction and increased likelihood of quitting.
Researchers concluded with several actions designed to decreased the impact of uncivil behavior upon veterinarians and staff. Providing a supportive environment in the workplace that allows staff to discuss interactions and receive support from colleagues along with establishing protocols and guidelines for handling rude clients and allowing veterinarians and staff time to recover from rude interactions.
