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Rude pet owners could prompt vets to rethink careers
“With reports showing that more than three million UK households have acquired a pet since the start of the pandemic, vets are under increased pressure" - Dr Amy Irwin.
Research highlights the importance of supporting veterinary colleagues.

Rudeness towards veterinary professionals is associated with higher levels of depression and anxiety - along with an increased risk of burnout - and could incite some to rethink their future in the industry, new research suggests.

In the paper, published in Veterinary Record, psychologists at the University of Aberdeen warn that the veterinary team can experience rudeness from clients and co-workers with varying effects. 

The idea of emotional labour, which suggests that veterinary employees must offer professional "service with a smile" - even if the customer is acting impolitely - may explain the link between client rudeness and increased anxiety and the risk of burnout.

Senior colleagues' rudeness was linked to lower work satisfaction and a higher risk of leaving. If their organisation does not support them, veterinary nurses, in particular, may be more likely to leave their practice or the profession.

Based on their findings, researchers suggest that veterinary workplaces should encourage staff to discuss rude incidents to gain support from colleagues and build procedural support mechanisms, such as guidelines for managing uncivil clients. 

The team also recommends having protocols for taking additional staff into a consult and re-allocating client consults to allow them time to recover after an uncivil interaction. 

Study lead Dr Amy Irwin from the University of Aberdeen’s School of Psychology commented: “With reports showing that more than three million UK households have acquired a pet since the start of the pandemic, vets are under increased pressure.

“Clients themselves might also be struggling, with the financial aspect of veterinary care provision highlighted as a sensitive area, with several participants describing incidents that began when the client received the bill. Participants suggested this type of reaction could sometimes be based on client guilt, where the client chooses not to proceed, or refuses a treatment, because they cannot afford it.”

In the study, researchers looked at client and co-worker incivility towards vets and veterinary nurses across the UK and Ireland. The work built on previous studies that highlighted aggressive clients as a stressor for vets working alone, particularly when working on-call or at night.

The initial Aberdeen-led interview study focused on client incivility was published in Veterinary Record in December. A more in-depth questionnaire-based research assessing customer and co-worker incivility, completed by 252 veterinary workers, is presently in-press with the same journal.

 

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Veterinary Dispensary Manager Online Course relaunched

News Story 1
 The VMD has announced dates for its next Veterinary Dispensary Manager Online Course.

The event will relaunch on Thursday, 23 October 2025 from 9am to 5pm and will be delivered through an interactive online session.

It is open for anyone involved in a veterinary dispensary role, whether they are new to the topic or looking for a refresh. Attendees will receive vital insights into the safe and compliant handling of veterinary medicines.

The course can be booked online for £495. 

Click here for more...
News Shorts
New guidance for antibiotic use in rabbits

New best practice guidance on the responsible use of antibiotics in rabbits has been published by the BSAVA in collaboration with the Rabbit Welfare Association & Fund (RWA&F).

The guidance is free and has been produced to help veterinary practitioners select the most appropriate antibiotic for rabbits. It covers active substance, dose and route of administration all of which are crucial factors when treating rabbits owing to the risk of enterotoxaemia.

For more information and to access the guide, visit the BSAVALibrary.