| Client sophistication, freely available access to on-line information and a diverse, rapidly evolving animal health sector, accentuate the need to understand and connect with the animal health client. Human health service studies demonstrate active engagement between medic and patient to co-produce service and client appreciation positively impacts trust, treatment compliance and outcome.
Core research approach undertaken was stakeholder surveying (n=663), comprising vets, paraprofessionals, vet clients and paraprofessional clients. Study objectives were to explore differences in experiences of co-creation and co-production from stakeholder perspective; recognise discord in stakeholder group perception and to consider implications for practical service delivery.
Factor Analysis resulted in three latent themes ordered as: Interpersonal, Access and Location. Factors of co-creation and co-production (Interpersonal) were strongly emergent from all stakeholder data, and most developed with paraprofessionals. Regression analysis was used to understand the impact of co-creation on quality and service satisfaction. Interpersonal factors, items relating to compassion, communication and relationship were significant service satisfaction predictors.
Services are co-produced by the interactions between service professionals and service users and value is, therefore, co-created by all service participants. The veterinary client is distinctive to other service clients and service expectation and perception is further distinguished between client groups and professionals. Novel findings from this paper propose eight challenges to co-production, demonstrative of congruence with theories of Family Centred Care (FCC) currently applied in paediatric health service. However, the presence of the silent client (animal patient), the ethical and legal obligation of the professional may confound the delivery of co-produced service. Authors:
Pyatt, A. - Department of Animal Production, Welfare and Veterinary Sciences. Harper Adams University, Shropshire, UK
Wright, G. - Manchester Metropolitan Business School, Manchester, UK.
Walley, K. - International Programmes. Harper Adams University, Shropshire, UK.
Bleach, E. - Department of Animal Production, Welfare and Veterinary Sciences. Harper Adams University, Shropshire, UK.
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