Client and employee engagement measures predict resignations of veterinary support staff: An analysis of UK companion animal practice data

Abstract

AbstractBackgroundThis study aimed to identify factors associated with veterinary support staff resigning from UK companion animal veterinary practices.MethodsCross‐sectional employment data from support staff working across a group of veterinary practices on 31 December 2020 were retrospectively analysed. The support staff were categorised as those who remained at, or resigned from, their practice over the following 12‐month period. The proposed risk factors for future resignations were analysed using multivariable binary logistic regression modelling.ResultsIn total, 398 of 2068 (19.2%) veterinary support staff resigned during the study period. Factors associated with greater odds of future resignations included lower staff engagement (employee net promoter score; odds ratio [OR] = 0.99; 95% confidence interval [CI] 0.99–1.00; p < 0.001), lower client practice engagement (net promoter score; OR = 0.98; 95% CI 0.97–1.00; p = 0.012), shorter tenure (OR = 0.92; 95% CI 0.90–0.95; p < 0.001), recent parental leave (OR = 2.37; 95% CI 1.38–4.07; p = 0.002) and younger age (OR = 0.99; 95% CI 0.98–1.00; p = 0.017).LimitationsData were collected retrospectively and were not recorded for research purposes.ConclusionsEmployee and client net promoter scores are important predictors of resignations and could be useful tools for managers. Recent parental leave is a predictor of support staff attrition, and ‘return to work’ interventions may present an opportunity to improve retention.