In the Literature
Gibson J, White K, Mossop L, Brennan ML. Factors influencing the nature of client complaint behaviour in the aftermath of adverse events. Vet Rec. 2025;196(6):e4966. doi:10.1002/vetr.4966
The Research …
Events like surgical complications, medication administration errors, and missed diagnoses can be emotionally charged and impact client trust.
This study explored why clients lodge a complaint after something goes wrong in a veterinary setting. Methods included interviews with 5 clients and 5 mediators, as well as a review of 280 resolved mediation cases. Researchers used the COM-B (capability, opportunity, motivation-behavior) model to investigate what factors influence complaint behavior and expected outcomes.
In addition to the given situation, complaints were usually shaped by whether clients felt confident navigating how to lodge a complaint, whether clients had social support, and what kind of emotional experience the client underwent. Many clients sought financial compensation, but many wanted an honest conversation, an apology, a sense that someone cared, or reassurance that others would not have the same experience. Silence or lack of acknowledgment after the incident generally had the most impact on clients.
… The Takeaways
Key pearls to put into practice:
Clients want to feel heard. A simple statement like I’m so sorry this happened or I can see how upsetting this must have been can help maintain trust, especially when paired with clear, honest communication about what happened and next steps.
Most complaints do not come out of nowhere. Negative feelings build when clients feel ignored. A quick check-in or offering a trusted team member as a point of contact can be beneficial. This study suggests that early, open communication is key to preventing formal escalation.
Emotional experiences often linger for the veterinary team. Tools can help team members stay present and steady when faced with client grief, guilt, or anger. In human medicine, emotional competency training improves relationships, team resilience, and psychological safety.1
When things go wrong, it is important to take time to reflect with the team about what happened, what worked, and what did not work. Internal debriefs help teams learn, process emotional fallout, and feel less anxious about future complaints, as well as support long-term well-being and culture.2,3
Handling complaints should involve more than just damage control. This can be an opportunity to reconnect with clients by trying to understand and acknowledge what matters most (eg, honesty, accountability, change) to the client. Clarity can help rebuild trust and reduce the chance of escalation.
Good records include test results and treatments given, as well as how decisions were made and what client concerns were addressed. Read more about the importance of recordkeeping.
You are reading 2-Minute Takeaways, a research summary resource presented by Clinician’s Brief. Clinician’s Brief does not conduct primary research.