Focus groups and semi-structured interviews were conducted between January and June 2017 with recruitment via a convenience sample. Audio recording allowed for intelligent verbatim transcription and thematic analysis. 

Twenty-one focus groups (thirteen veterinarian and eight client) and three semi-structured interviews (clients) were completed. Vets and clients stated the importance of addressing the client’s concerns, or agenda, during the consult. Furthermore, the agenda is not fixed but is fluid and context dependent. A client’s perception of the presenting problem, their knowledge, life experience, information sources, personal beliefs and relationship with the animal influence their agenda. Species, life history and role are important factors of the animal’s context, whilst veterinarian experience, job satisfaction and mental health and wellbeing strongly influence veterinarian context. The environment in which the consultation takes place is an additional contextual factor with both veterinarians and clients reporting the space in which a consult takes place to affect the encounter. Understanding all contributing contexts enables the vet to deliver a relationship-centred approach, informed by empathy, allowing individualised optimal care, reached through a shared decision.