In the current climate, it’s not just the clinical workload that’s weighing down veterinary teams—it’s the growing emotional toll of client interactions. While the majority of pet owners are kind and appreciative, a noticeable rise in aggressive or unreasonable behaviour is taking a serious toll on veterinary professionals across the UK.
This isn’t just unpleasant. It’s one of the leading contributors to stress, burnout, and staff attrition in practices nationwide. And for employers, the implications are serious.
To retain skilled, motivated teams—and protect their wellbeing—it’s vital to take proactive steps in managing and minimising client conflict.
Why This Matters in Today’s Veterinary Sector
Post-pandemic pressures, rising costs, and increased demand for veterinary services have created a perfect storm. Clients may be anxious, emotional, or frustrated, and unfortunately, that frustration is too often directed at reception teams, nurses, and vets.
Common scenarios include:
Front desk staff facing verbal abuse over wait times or payment issues
Nurses being challenged over clinical protocols
Vets experiencing online criticism or being second-guessed during consultations
These confrontations don’t just ruin morale—they push people out of the profession entirely.
How Veterinary Employers Can Make a Difference
It’s time to shift the burden. Your team shouldn't be left to “grin and bear it.” Instead, create a culture where staff feel supported, empowered, and protected.
Here’s how.
1. Establish—and Uphold—Respectful Behaviour Policies
Clients need clear boundaries when it comes to how they interact with your staff.
Display a Respect Policy in your waiting area and on your website
Include expectations of respectful behaviour in client welcome packs
Don’t hesitate to ask abusive clients to leave or consider deregistration when necessary
Example message:
“We are proud to care for your pets, and we ask that you treat our team with the same care and respect. Abusive behaviour will not be tolerated.”
You may even wish to align this with RCVS guidance around professional and personal conduct.
2. Train Your Team in Handling Difficult Conversations
Veterinary training doesn’t always prepare staff for confrontation. But the right skills can make all the difference in keeping situations calm and controlled.
Provide training on:
Recognising early signs of aggression or escalation
Using confident but calm language to de-escalate
Setting professional boundaries without conflict
Bonus: Equip your team with simple, consistent scripts for common issues like pricing disputes, appointment delays, or prescription policy questions.
3. Back Your Team—Loudly and Clearly
There’s nothing more demoralising than being treated unfairly and then feeling unsupported by leadership. Show your team that you’ll always stand up for them.
Step in when you witness poor behaviour
Offer a debrief or check-in after difficult client interactions
If a client crosses the line, back your staff’s right to say “enough is enough”
This not only builds trust, but reduces fear around conflict—which is often half the stress.
4. Communicate Clearly to Prevent Conflict
Much of the frustration clients feel stems from poor or unclear communication. Address that head-on:
Set realistic expectations about fees, waiting times, and availability
Make your policies accessible and easy to understand (e.g. deposits, missed appointment fees)
Ensure follow-ups and written instructions are thorough, especially for complex cases
When clients feel informed, they’re far less likely to become confrontational.
5. Make Mental Health and Emotional Safety a Practice Priority
It’s not enough to talk about clinical safety—emotional safety matters just as much. Promote a culture that actively protects mental wellbeing:
Signpost access to Vetlife, Mind, or other support services
Encourage time away from the front line after particularly stressful encounters
Consider “no-contact” zones (like quiet staff rooms) for emotional decompression
Regularly assess the mental health impact of the working environment
A resilient team is one that feels safe, valued, and protected.
Client conflict in the veterinary profession is more than a customer service issue—it’s a wellbeing crisis. And while we can’t change every client, we can change the environment we expect our teams to work in.
Protecting your staff from abuse isn’t just a moral obligation—it’s a strategic one. Because a supported team is a team that stays.