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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...

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Detalles Bibliográficos
Autores principales: Pyatt, Alison Z., Walley, Keith, Wright, Gillian H., Bleach, Emma C. L.
Formato: Online Artículo Texto
Lenguaje:English
Publicado: MDPI 2020
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7712434/
https://www.ncbi.nlm.nih.gov/pubmed/33019544
http://dx.doi.org/10.3390/vetsci7040149
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author Pyatt, Alison Z.
Walley, Keith
Wright, Gillian H.
Bleach, Emma C. L.
author_facet Pyatt, Alison Z.
Walley, Keith
Wright, Gillian H.
Bleach, Emma C. L.
author_sort Pyatt, Alison Z.
collection PubMed
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 (n = 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.
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spelling pubmed-77124342020-12-04 Co-Produced Care in Veterinary Services: A Qualitative Study of UK Stakeholders’ Perspectives Pyatt, Alison Z. Walley, Keith Wright, Gillian H. Bleach, Emma C. L. Vet Sci Article 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 (n = 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. MDPI 2020-10-01 /pmc/articles/PMC7712434/ /pubmed/33019544 http://dx.doi.org/10.3390/vetsci7040149 Text en © 2020 by the authors. Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (http://creativecommons.org/licenses/by/4.0/).
spellingShingle Article
Pyatt, Alison Z.
Walley, Keith
Wright, Gillian H.
Bleach, Emma C. L.
Co-Produced Care in Veterinary Services: A Qualitative Study of UK Stakeholders’ Perspectives
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 Article
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7712434/
https://www.ncbi.nlm.nih.gov/pubmed/33019544
http://dx.doi.org/10.3390/vetsci7040149
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