Abstract

Abstract
Background: Communication failure is reported as a cause of error in veterinary practice and has been associated with complaints and litigation. Evidence describing the types and nature of communication problems is lacking.
This limits our ability to mitigate the risk poor communication poses.
Methods: This study used a mixed methods approach to explore the frequency and types of communication problems present in settled cases of
alleged veterinary professional negligence. Thematic analysis was conducted
on written documents associated with 100 such cases involving canine
patients. Interpretation was informed by human factors thinking and communication theory. Results were triangulated with findings from a focus
group with the Veterinary Defence Society claims consultants and with
healthcare literature on communication failures.
Results: Communication problems played a contributory role in 80% of the
cases examined. The analysis highlighted features of problematic communication in veterinary practice that are underrepresented in the current literature. These include the prominence of communication problems within veterinary teams, the impact of communication on the safety of care and also
the interdependence of communication events with the context, system and
environment in which they occur.
Conclusions: These results suggest that communication is a collective competency. Effective communication is something veterinary systems, rather
than individuals alone, achieve. There is a need to consider the team and
organisational contexts in which communication occurs to ensure individual
communication skills can be translated into communication practices that
support the delivery of high-quality, safe veterinary care for the benefits of
clinicians, owners and patients.