Quantitative and thematic analysis of complaints by clients against clinical veterinary practitioners in New Zealand

New Zealand Veterinary Journal
Sjg GordonT J Parkinson

Abstract

To provide a descriptive analysis of all notifications and complaints received by the Veterinary Council of New Zealand (VCNZ) during 1992-2016 and to use a thematic analysis of complaints made by clients to the VCNZ during 2013-2015 to determine the underlying reasons for their complaints. A mixed methods approach was used. Notifications and complaints against veterinarians between 1992-2016 (n=1218) were summarised based on complaint categories and by gender of the veterinarian respondents, the number of years registered with the VCNZ and the animal species to which the complaint related. In-depth thematic analysis was made of the content of clients' complaints between 2013-2015 (n=141) to identify details of the key themes and subthemes underlying the complaints. The VCNZ categorised 595/959 (62.0%) of the complaints made between 1992-2016 as related to technical competency, and 308/959 (32%) to professional behaviour. Of the 1,218 complaints, 818 (67.2%) were not investigated or were dismissed, and 18 (1.5%) cases were upheld due to technical competency concerns. Of the complaints in which animal species was identified, 623/738 (84.4%) involved companion animals and 104/738 (14.1%) involved large animals. Male veterinarians...Continue Reading

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