Sweden's vet complaints reveal gap between clinical skill and patient satisfaction
A review of 500 disciplinary cases shows that 87% of complaints against veterinarians don't result in sanctions—but the majority involve poor communication and perceived lack of empathy, not clinical errors. The finding suggests veterinary practices and regulators must invest equally in soft skills and clinical training to reduce complaints and build owner trust.
Originaltitel: Complaints filed with the Veterinary Disciplinary Board in Sweden – a thematic analysis
BACKGROUND: This study examined complaints submitted to the Veterinary Disciplinary Board for Animal Health Staff in Sweden to identify reporting reasons, case outcomes, and recurring themes. A quantitative compilation and qualitative thematic analysis were conducted on 500 disciplinary cases processed 2021, 2022 and 2023 (n = 86, n = 227, n = 187). RESULTS: Of 500 cases, 87% did not lead to sanctions, of which 21% (n = 106) were fully dismissed. The sanctions were admonitions (n = 48; less severe), warnings (n = 7; more severe), probations (n = 3) and revoked licence (n = 1). Veterinarians accounted for the majority of reported animal health staff (522/608). Thematic analysis identified three overarching reasons for reporting: clinical errors and quality of care (such as perceived mistakes in diagnostics, treatment, or examination), professionalism and ethics (including e.g. perceived lack of empathy towards owners or animals), and communication and information (including e.g. perceived loss of autonomy). These themes illustrate that while clinical competence is central, non-medical aspects play a critical role in owners' perceptions of care. A limitation of thematic analysis is its subjectivity; different researchers may identify different themes in the same data due to interpretative differences. CONCLUSION: In conclusion, prominent sub-themes were linked to non-medical issues, underscoring the need for effective communication and professionalism to prevent conflicts and build trust between veterinary staff and animal owners.