O11 - Collaborative Care Improves Client Perceptions When Managing Pets with Cancer

Abstract: Background: Collaboration between primary-care veterinarians (pcVets) and veterinary oncologists is common for pets diagnosed with cancer, but no data exists that explores client perceptions of collaborative care.

Hypothesis/Objectives: The objectives of the study were to 1) describe client perceptions of the value of collaborative veterinary care when treating a pet for cancer, and 2) identify predictors of client satisfaction related to collaborative care between the pcVet and a veterinary oncologist.

Sample: The sample consisted of 890 US dog owners who had pets diagnosed with cancer in the past three years.

Methods: Research was conducted using an online contextual survey. Scores related to client advocacy were derived from the net promoter scale, and were analyzed using predictive modeling.

Results: Seventy percent of clients across all income brackets rated seeing a specialist as a high value, based on money spent and patient outcome. Client perceptions of pcVets were six times more likely to improve with a referral than worsen. Delayed referral resulted in lower client satisfaction scores for pcVets. Top predictors of client satisfaction with pcVets were: being responsive to questions, staying involved with their dog’s care, and willing to work with other veterinarians and specialists. For specialists, top predictors were: providing accurate cost estimates, cancer knowledge, and effectiveness in treatment and care. All were significant predictors of client advocacy (p < .0001).

Conclusions and clinical importance: Clients view early referral and collaboration between pcVets and specialists positively, fostering client satisfaction and a positive value-based care model for dogs diagnosed with cancer.