Quantitative and thematic analysis of complaints by clients against clinical veterinary practitioners in New Zealand.

Notifications and complaints against male practitioners outnumbered those against female practitioners, and companion animal practitioners were over-represented. Many complaints that were ostensibly related to technical failures, were shown by thematic analysis to also represent underlying failures of professional behaviour. Key issues included lack of trustworthiness, honesty, good quality care and acceptable communication with the client. These data should not be interpreted as an accurate indicator of the prevalence of misconduct in practice, as the proportion of dissatisfied clients who did not raise a notification or complaint is unknown. Accurate classification of complaints will enable veterinary regulators and educators to identify competencies that could be developed or improved through training and experience.