U.K. veterinarians report rise of intimidation by clients during pandemic

Nearly 60% of practicing veterinarians surveyed by the British Veterinary Association said they felt intimidated by clients’ language or behavior over the past year.

Fifty-seven percent of respondents reported intimidation, an increase of 10 percentage points since the same question was asked in 2019, according to BVA.

The problem was especially pronounced in small animal practice, where two-thirds of veterinarians said clients had been abusive, aggressive or threatening to them. The survey results showed that intimidating behavior was directed at more than just the doctor, with nurses and receptionists often bearing the brunt of complaints, unreasonable demands and aggressive behavior.

More than 82% of survey respondents said they were aware of members of the team who had experienced intimidating language and behavior from clients in the past year, up from 75% in autumn of 2019.

Although many respondents acknowledged most of their clients complied with safety measures implemented during the pandemic, many said some reacted more negatively, including by ignoring masking and social distancing requirements. Others refused to pay for their animal’s treatment.

Some veterinarians also said clients made unreasonable demands for appointments or questioned their judgment on the best care and treatment for their animal.

England has largely scaled back its pandemic restrictions recently, but BVA is reminding animal owners that many practices may follow other health care sectors and still choose to keep some safety measures in place.

“We recognize that tempers run high at times of anxiety and uncertainty, especially when the health of a much-loved pet is also in the mix,” said BVA President James Russell. “But as restrictions ease, we’d remind everyone to please trust your veterinary team, respect their decisions and understand that they are trying to do the best they can for your animal’s health and welfare.”