Expectations of dog and cat owners when dealing with veterinary errors and the emotional impact of such errors

BACKGROUND: This study explored dog and cat owners' experiences of veterinary medical errors and their emotional impact, hypothesising that such errors impose a significant emotional burden. METHODS: German-speaking dog and cat owners who may have encountered a veterinary medical error were recruited via social media platforms and questioned through an online survey. RESULTS: A total of 509 pet owners completed the survey, with nearly four out of five owners (78%) reporting to have experienced a veterinary medical error. The predominant emotions associated with errors reported by the affected participants included disappointment (49%), annoyance (48%), sadness (45%) and anger (41%). To help resolve the situation and address the emotional impact, the participants suggested that veterinary surgeons should communicate face-to-face with affected owners (84%), be open and acknowledge alleged errors (84%), accept responsibility (73%) and demonstrate commitment to learning and improving following the incident (64%). LIMITATIONS: The social media recruitment process may have introduced bias, favouring those who are present online. In addition, errors were self-reported by owners and were not confirmed by cross-checking with medical records. CONCLUSION: Medical errors cause a significant emotional burden for pet owners. A proactive, open and transparent approach by veterinary surgeons can mitigate this burden and strengthen the pet‒owner relationship.