Co-Produced Care in Veterinary Services: A Qualitative Study of UK Stakeholders’ Perspectives
Changes in client behaviour and expectations, and a dynamic business landscape, amplify the already complex nature of veterinary and animal health service provision. Drawing on prior experiences, veterinary clients increasingly pursue enhanced involvement in services and have expectations of relatio...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
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MDPI AG
2020-10-01
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| Series: | Veterinary Sciences |
| Subjects: | |
| Online Access: | https://www.mdpi.com/2306-7381/7/4/149 |
| _version_ | 1827705023863193600 |
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| author | Alison Z. Pyatt Keith Walley Gillian H. Wright Emma C. L. Bleach |
| author_facet | Alison Z. Pyatt Keith Walley Gillian H. Wright Emma C. L. Bleach |
| author_sort | Alison Z. Pyatt |
| collection | DOAJ |
| description | Changes in client behaviour and expectations, and a dynamic business landscape, amplify the already complex nature of veterinary and animal health service provision. Drawing on prior experiences, veterinary clients increasingly pursue enhanced involvement in services and have expectations of relationship-centred care. Co-production as a conceptualisation of reciprocity in service provision is a fundamental offering in the services sector, including human medicine, yet the role of co-production in veterinary services has been minimally explored. Utilising a service satisfaction framework, semi-structured interviews (<i>n</i> = 13) were completed with three veterinary stakeholder groups, veterinarians, allied animal health practitioners, and veterinary clients. Interview transcript data were subject to the qualitative data analysis techniques, thematic analysis and grounded theory, to explore relationship-centred care and subsequently conceptualise co-production service for the sector. Six latent dimensions of service were emergent, defined as: empathy, bespoke care, professional integrity, value for money, confident relationships, and accessibility. The dimensions strongly advocate wider sector adoption of a co-produced service, and a contextualised co-production framework is presented. Pragmatic challenges associated with integration of active veterinary clients in a practitioner–client partnership are evident. However, adopting a people-centric approach to veterinary services and partnerships with clients can confer the advantages of improved client satisfaction, enhanced treatment adherence and outcomes, and business sustainability. |
| first_indexed | 2024-03-10T15:54:33Z |
| format | Article |
| id | doaj.art-08e4ea4d99e748699a05b60a98492c4b |
| institution | Directory Open Access Journal |
| issn | 2306-7381 |
| language | English |
| last_indexed | 2024-03-10T15:54:33Z |
| publishDate | 2020-10-01 |
| publisher | MDPI AG |
| record_format | Article |
| series | Veterinary Sciences |
| spelling | doaj.art-08e4ea4d99e748699a05b60a98492c4b2023-11-20T15:45:30ZengMDPI AGVeterinary Sciences2306-73812020-10-017414910.3390/vetsci7040149Co-Produced Care in Veterinary Services: A Qualitative Study of UK Stakeholders’ PerspectivesAlison Z. Pyatt0Keith Walley1Gillian H. Wright2Emma C. L. Bleach3Equine Department, Hartpury University, Hartpury, Gloucester GL19 3BE, UKDepartment of Animal Production, Welfare and Veterinary Sciences, Harper Adams University, Newport TF10 8NB, UKDepartment of Animal Production, Welfare and Veterinary Sciences, Harper Adams University, Newport TF10 8NB, UKDepartment of Animal Production, Welfare and Veterinary Sciences, Harper Adams University, Newport TF10 8NB, UKChanges in client behaviour and expectations, and a dynamic business landscape, amplify the already complex nature of veterinary and animal health service provision. Drawing on prior experiences, veterinary clients increasingly pursue enhanced involvement in services and have expectations of relationship-centred care. Co-production as a conceptualisation of reciprocity in service provision is a fundamental offering in the services sector, including human medicine, yet the role of co-production in veterinary services has been minimally explored. Utilising a service satisfaction framework, semi-structured interviews (<i>n</i> = 13) were completed with three veterinary stakeholder groups, veterinarians, allied animal health practitioners, and veterinary clients. Interview transcript data were subject to the qualitative data analysis techniques, thematic analysis and grounded theory, to explore relationship-centred care and subsequently conceptualise co-production service for the sector. Six latent dimensions of service were emergent, defined as: empathy, bespoke care, professional integrity, value for money, confident relationships, and accessibility. The dimensions strongly advocate wider sector adoption of a co-produced service, and a contextualised co-production framework is presented. Pragmatic challenges associated with integration of active veterinary clients in a practitioner–client partnership are evident. However, adopting a people-centric approach to veterinary services and partnerships with clients can confer the advantages of improved client satisfaction, enhanced treatment adherence and outcomes, and business sustainability.https://www.mdpi.com/2306-7381/7/4/149veterinary serviceco-productionveterinary clientsveterinary communicationqualitativegrounded theory |
| spellingShingle | Alison Z. Pyatt Keith Walley Gillian H. Wright Emma C. L. Bleach Co-Produced Care in Veterinary Services: A Qualitative Study of UK Stakeholders’ Perspectives Veterinary Sciences veterinary service co-production veterinary clients veterinary communication qualitative grounded theory |
| title | Co-Produced Care in Veterinary Services: A Qualitative Study of UK Stakeholders’ Perspectives |
| title_full | Co-Produced Care in Veterinary Services: A Qualitative Study of UK Stakeholders’ Perspectives |
| title_fullStr | Co-Produced Care in Veterinary Services: A Qualitative Study of UK Stakeholders’ Perspectives |
| title_full_unstemmed | Co-Produced Care in Veterinary Services: A Qualitative Study of UK Stakeholders’ Perspectives |
| title_short | Co-Produced Care in Veterinary Services: A Qualitative Study of UK Stakeholders’ Perspectives |
| title_sort | co produced care in veterinary services a qualitative study of uk stakeholders perspectives |
| topic | veterinary service co-production veterinary clients veterinary communication qualitative grounded theory |
| url | https://www.mdpi.com/2306-7381/7/4/149 |
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