When Something Goes Wrong at the Vet: What Owners Say They Needed
In a German survey of owners who reported a vet error, most wanted open talk, an acknowledgement and responsibility. Few got an apology.
Written by thecanineledger
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In a German survey, 397 of 509 dog and cat owners said they had experienced, or might have experienced, a mistake by a vet (Johann et al., Veterinary Record 2026 ⚠️ survey). Only 16% reported a sincere apology when they talked about it with the practice.
While that figure is striking, it doesn’t show how common vet errors are. The survey was aimed at owners who may have had an error, and the errors were never checked against the records. What it does show is what owners say they needed afterwards.
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1. The study
The owners. German-speaking dog and cat owners were recruited through social media. Most were women.
What counts as an error. Owners decided for themselves. The errors “were not confirmed by cross-checking with medical records.”
Funding. A German state ministry and a private research foundation funded the work. The authors declare no conflicts of interest.
Our note: The survey mixes dog and cat owners and doesn’t report dogs separately.
2. What owners reported
Where errors happened. Most errors were in treatment (78%), then diagnosis (67%).
Who noticed. Just over half of owners (55%) noticed the error themselves. The responsible vet noticed it in 7% of cases.
How owners felt. The most common feelings were disappointment (49%), annoyance (48%), sadness (45%) and anger (41%).
What followed. 81% felt their animal suffered more. 51% reported higher costs. 45% changed vet practice. 16% said their pet died or was put to sleep.
Our note: The 16% figure is reported by owners and wasn’t checked.
3. What owners wanted
| What owners wanted the vet to do | Share of all 509 owners |
|---|---|
| Talk face to face | 84% |
| Be open and acknowledge the error | 84% |
| Take responsibility | 73% |
| Show they would learn from it | 64% |
What many got instead. 56% felt the person they spoke to didn’t feel responsible. 23% felt the error was acknowledged.
Why some owners stayed silent. Of those who didn’t raise it, most felt a conversation wouldn’t change anything. Some were overwhelmed, or didn’t have the courage.
Our note: Complaint routes differ by country, so we don’t cover them here.
4. What the study can’t tell you
How often errors happen. Owners with a story to tell were more likely to take part. The authors say so.
The vet’s side. Only owners were asked. The authors call this “a subjective and one‐sided view of the situation.”
Memory. Owners answered from memory, sometimes long after the event.
A figure that doesn’t match. The abstract says 78% of owners experienced an error. The results split this into 68% who had and 10% who weren’t sure.
Our note: 45% changed practice, but the study didn’t look at second opinions.
5. What we could not verify
| Commonly said | What we found |
|---|---|
| “Most owners experience vet errors” | Not shown. The sample was self-selected and errors weren’t checked. |
| “Owners mostly want money back” | Not the top answer. Open talk and acknowledgement came first. |
| “Vets usually spot their own mistakes” | Not here. Owners said the responsible vet noticed in 7% of cases. |
Sources
- Johann VK, Kleinsorgen C, Volk HA, Busse C. Expectations of dog and cat owners when dealing with veterinary errors and the emotional impact of such errors. Vet Rec 2026 ⚠️ survey: 509 German-speaking owners recruited via social media. Funded by a German state ministry and a private research foundation
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