Client and employee engagement measures predict resignations of veterinary support staff: An analysis of UK companion animal practice data.

ABSTRACT

BACKGROUND: This study aimed to identify factors associated with veterinary support staff resigning from UK companion animal veterinary practices. METHODS: Cross-sectional employment data from support staff working across a group of veterinary practices on 31 December 2020 were retrospectively analysed. The support staff were categorised as those who remained at, or resigned from, their practice over the following 12-month period. The proposed risk factors for future resignations were analysed using multivariable binary logistic regression modelling. RESULTS: In total, 398 of 2068 (19.2%) veterinary support staff resigned during the study period. Factors associated with greater odds of future resignations included lower staff engagement (employee net promoter score; odds ratio [OR] = 0.99; 95% confidence interval [CI] 0.99-1.00; p < 0.001), lower client practice engagement (net promoter score; OR = 0.98; 95% CI 0.97-1.00; p = 0.012), shorter tenure (OR = 0.92; 95% CI 0.90-0.95; p < 0.001), recent parental leave (OR = 2.37; 95% CI 1.38-4.07; p = 0.002) and younger age (OR = 0.99; 95% CI 0.98-1.00; p = 0.017). LIMITATIONS: Data were collected retrospectively and were not recorded for research purposes. CONCLUSIONS: Employee and client net promoter scores are important predictors of resignations and could be useful tools for managers. Recent parental leave is a predictor of support staff attrition, and 'return to work' interventions may present an opportunity to improve retention.