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Home / Equine Research Bank / Vet Rec / Client satisfaction in equine veterinary practice: A st...
The Veterinary record2021; 189(10); e640; doi: 10.1002/vetr.640

Client satisfaction in equine veterinary practice: A structured review and qualitative synthesis.

Abstract: The pressure on equine veterinarians to provide services that meet with a client's demands, that is, realizing client satisfaction, is considerable. Objective: The aim of this paper is to analyze existing literature, with a view to distill the most relevant components for client satisfaction in equine veterinary practice. Methods: A structured literature search was conducted. Included papers were systematically organised and analysed using an inductive approach. Results: Seven components relevant to client satisfaction in equine veterinary practice were identified: quality of care, quality of service, horsemanship of the veterinarian, costs of service, interpersonal skills, professional attitude and transfer of knowledge. Conclusions: The limited amount and variable quality of available records regarding client satisfaction in equine veterinary practice are the main limitations of this study. Conclusions: The seven categories identified are likely to play a fundamental role in achieving client satisfaction in equine veterinary practice. Additional research is required to validate these categories and relate them to different types of clients as well as map their needs and expectations, so that they can be used to assist equine veterinary professionals in tailoring customer experience to the individual client.
© 2021 The Authors. Veterinary Record published by John Wiley & Sons Ltd on behalf of British Veterinary Association.
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Publication Date: 2021-07-03 PubMed ID: 34216491DOI: 10.1002/vetr.640Google Scholar: Lookup
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Summary

This research summary has been generated with artificial intelligence and may contain errors and omissions. Refer to the original study to confirm details provided. Submit correction.

The research article investigates the key factors impacting client satisfaction in the equine veterinary practice, identifying seven critical components. The study uses an analysis of available literature to identify and understand these components, stressing the need for further research due to limitations in the current pool of available information.

Research Objective

  • The main purpose of this study was to understand the essential elements that contribute to client satisfaction in equine veterinary services. The researchers intended to use the analysis of existing literature to distill these components down to their most relevant form.

Research Methods

  • A structured approach to literature search was utilized for the study. The focus of the research was divided into various sections, each catering individually to a distinct aspect of the client’s experience.
  • The inclusion of papers in the study was systematic, and an inductive approach was taken towards their analysis. This means the researchers looked at specific instances or studies and drew broader conclusions based on the patterns revealed across these sources.

Research Findings

  • Through their analysis, the researchers identified seven key components directly impacting client satisfaction in equine veterinary practice: quality of care, quality of service, horsemanship of the veterinarian, costs of service, interpersonal skills, professional attitude, and transfer of knowledge.
  • The quality of care relates to the efficiency and effectiveness of the medical treatments and practices used; quality of service touches on how the service is delivered and managed.
  • Horsemanship refers to the veterinarian’s skill and competence in handling horses, while costs entail the affordability of the services provided.
  • Interpersonal skills cover the veterinarian’s ability to communicate and interact effectively with the clients, professional attitude is about the demeanor and ethical practices followed by the veterinarian.
  • Finally, the transfer of knowledge speaks to the veterinarian’s ability to educate the client about the horse’s condition, treatment, and ongoing care.

Conclusions and Further Research

  • The researchers acknowledge the limitations of this study, primarily the limited amount and variable quality of available records regarding client satisfaction in equine veterinary practice.
  • The study concludes that the identified seven categories are likely to be instrumental in achieving client satisfaction in this field. However, further research is needed to validate these categories and understand how they relate to different types of clienteles and their needs and expectations.
  • The findings from this research can assist equine veterinary professionals in tailoring their customer experience to the individual client, enhancing satisfaction levels.

Cite This Article

APA
Elte Y, Wolframm I, Nielen M, van Weeren R. (2021). Client satisfaction in equine veterinary practice: A structured review and qualitative synthesis. Vet Rec, 189(10), e640. https://doi.org/10.1002/vetr.640

Publication

The Veterinary record
ISSN: 2042-7670
NlmUniqueID: 0031164
Country: England
Language: English
Volume: 189
Issue: 10
Pages: e640

Researcher Affiliations

Elte, Yteke
  • Faculty of Veterinary Medicine, Department of Clinical Sciences, Utrecht University, Utrecht, The Netherlands.
Wolframm, Inga
  • Faculty of Veterinary Medicine, Utrecht University, Utrecht, The Netherlands.
Nielen, Mirjam
  • Faculty of Veterinary Medicine, Department of Population Health Sciences, Utrecht University, Utrecht, The Netherlands.
van Weeren, René
  • Faculty of Veterinary Medicine, Department of Clinical Sciences, Utrecht University, Utrecht, The Netherlands.

MeSH Terms

  • Animals
  • Horses
  • Humans
  • Patient Satisfaction
  • Personal Satisfaction
  • Veterinarians

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Citations

This article has been cited 3 times.
  1. Elte Y, Acton K, Martin J, Nielen M, van Weeren R, Wolframm I. Engage and enjoy-investigating predictors of employee engagement and work satisfaction in equine veterinary professionals. Front Vet Sci 2023;10:1036388.
    doi: 10.3389/fvets.2023.1036388pubmed: 36876013google scholar: lookup
  2. Elte Y, Wolframm I, Vernooij H, Nielen M, van Weeren R. Equine veterinarians' care priorities regarding vaccination, colic, lameness and pre-purchase scenarios. Equine Vet J 2026 Jan;58(1):203-211.
    doi: 10.1111/evj.14537pubmed: 40452182google scholar: lookup
  3. Stuart RB, Miles-Farrier F, Bard AM, Rees G. Understanding antimicrobial use by equine owners in Wales: Using cross-sectional survey and semi-structured interviews. Equine Vet J 2026 Mar;58(2):564-579.
    doi: 10.1111/evj.14522pubmed: 40394995google scholar: lookup
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