Post-pandemic: Pet owners and vets are ready for positive partnerships

New surveys from Banfield Pet Hospital and the AVMA reveal more than 80% of pet owners and 90% of veterinarians want to build stronger, more positive relationships with one another

VANCOUVER, Wash., April 11, 2023 – Relationships aren’t always easy, but when it comes to caring for pets, new survey data finds owners and veterinary teams want to put in the work to create stronger pet care partnerships. To uncover key pain points, opportunities, and areas of understanding between these two groups, Banfield Pet Hospital – the leading provider of preventive veterinary care and part of the Mars Veterinary Health family of practices – surveyed 1,000 dog and cat owners nationwide and the American Veterinary Medical Association (AVMA) took a pulse of more than 1,300 U.S. veterinarians. 

According to survey data, over 90% of veterinary professionals and more than 80% of pet owners agree that strong and positive veterinary team-client relationships are important to them. At the same time, 9 out of 10 veterinarians indicate they experienced negative or escalated client interactions in the past year, with 65% saying it happened on a weekly basis – along with nearly 1 in 2 pet owners revealing they have gotten into a disagreement or heated interaction with their veterinary team.

Upon reflection, nearly half of veterinary professionals and almost all pet owners (96%) indicated that they wished they could redo and approach the conversation differently after negative or escalated interactions to help create a more positive outcome.

“We believe that at the heart of our purpose – A Better World for Pets – lies strong, trusting partnerships between veterinary teams and pet owners,” said Mony Iyer, president of Banfield Pet Hospital. “We are encouraged by these survey findings which uncover a resounding willingness from both groups to work together and show compassion towards one another in service of providing the best possible care to pets.”

The future of pet care partnerships looks bright
No partnership comes without its challenges or disagreements, but survey findings reveal veterinary professionals and pet owners overwhelmingly feel empathy, understanding, and appreciation towards one another. In fact, 3 out of 5 pet owners say they are very happy with the veterinary practice they take their pets to, and nearly 1 in 2 veterinarians say clients they have strong relationships with help keep them feeling fulfilled in their careers. Additional insights include:

• Coming to a better understanding: 80% of veterinary professionals said they wish owners understood issues facing the industry such as lack of staffing and appointments, and 72% of pet owners agree they can show more patience and understanding to the pain points veterinary professionals are experiencing to help strengthen the veterinary team and client relationship.
• Showing empathy: Nearly 60% of pet owners who have gotten in a verbal disagreement or heated interaction with veterinary teams strongly agree that they feel empathy for hospital team members and the stressors they face, and know they intended to deliver the best care to their pets.
• Respectful and constructive criticism welcome: Nearly 100% of surveyed veterinarians indicated they appreciate receiving constructive feedback from clients in a calm, respectful manner. Of those, 95% say they try to implement the feedback into future processes and client interactions.
• Room for improvement: 63% of veterinarians believe they can improve communication skills for themselves and/or their teams when working with clients, and 68% of pet owners wish they better understood how to effectively communicate with hospital team members to avoid conflict.

Introducing the Positive Pet Care Guide
These survey findings reinforce that while pets bring us joy, companionship, and love, caring for them isn’t always straightforward or easy. That’s why Mars Veterinary Health and the AVMA teamed up with industry leaders to create the Positive Pet Care Guide – a new resource aimed at strengthening the relationship between veterinary teams and clients in support of providing the best possible care to pets. Learn more about the Positive Pet Care Guide here. To show your support for the Guide and commitment to positive pet care interactions, engage on social via #positivepetcareguide. 
 
About the AVMA
Serving more than 100,000 member veterinarians, the AVMA is the nation's leading representative of the veterinary profession, dedicated to improving the health and wellbeing of animals, humans and the environment. Founded in 1863 and with members in every U.S. state and territory and more than 60 countries, the AVMA is one of the largest veterinary medical organizations in the world. Informed by our members' unique scientific training and clinical knowledge, the AVMA supports the crucial work of veterinarians and advocates for policies that advance the practice of veterinary medicine and improve animal and human health.
 
About Banfield Pet Hospital^®
Banfield Pet Hospital was founded in Portland, Ore. in 1955 and today is a pioneer in preventive veterinary care with more than 1,000 general veterinary hospitals in 42 states, Washington D.C., Puerto Rico, and Mexico. More than 3,600 Banfield veterinarians are committed to providing high-quality veterinary care to over three million pets annually. Banfield collects data from each of these visits in the U.S.'s largest electronic veterinary health records system. Our goal is to be here for pets, people, and society. As part of the Mars Veterinary Health family of practices, Banfield is committed to its purpose — A BETTER WORLD FOR PETS^® — because pets make a better world for us. Press seeking additional information are invited to call the Media Hotline: (888) 355-0595.