Pet owners' feedback on psychological support service in an Italian veterinary hospital

Abstract

Abstract The emotional stress experienced by pet caregivers, induced by negative diagnoses, clinical problems, and/or long-term therapies should be taken into serious consideration by the veterinarians to prevent these individuals from the risk of experiencing incapability of dealing with the great burden and the eventual reduction of compliance. Understanding the client's affective state may enhance the veterinarian's empathic response and effective communication. To understand better the unmet needs of clients, we collected data on service requests at the clinic and emotions that caregivers felt in the veterinarian setting. Understanding these difficulties may represent a first step to initiate the development of a psychological intervention targeting problems experienced by the caregivers. Assuming these difficulties according to the service requested for the pet, the owners might be interested in psychological support provided directly by the veterinary hospital. Our survey showed that a large percentage of owners expressed feelings related to caregiving in the veterinary setting, irrespective of the type of assistance needed, including apparently easy procedures. At the same time, they expressed a strong intention to receive a professional support. However, the crucial role of the psychological support is still difficult to accept even when it can be perceived as a right choice.