No news may not be good news: A qualitative exploration of employee voice and leader responsiveness in Australian veterinary clinics.

Abstract

BACKGROUND: Retaining staff in veterinary clinics is an ongoing challenge, with workforce shortages threatening clinic functioning. The constructs of employee voice and leader responsiveness are reported as critical to employee retention, but their role in veterinary clinics is under-researched. This study explores the influences, processes and outcomes of the employee voice and leader responsiveness interaction in Australian veterinary clinics to better understand how these interactions may support staff retention and inform practical strategies for clinics. METHODS: Following purposive sampling, 24 semistructured interviews were conducted with current employees, leaders and owners of Australian general practice veterinary clinics to capture a range of relevant lived experiences. Interpretative Phenomenological Analysis was used to ensure a focus on foregrounding participants' voices during data exploration, providing sufficient depth within and breadth across groups. RESULTS: Leaders' approaches to employee voice evolved over time, shaped by values and skills. Heavy workloads and constant pressure limited their capacity to respond effectively. Employees weighed perceived safety, ease and effectiveness before speaking up. Silence fed discontentment and low morale. When employees voiced, leader responses had a profound impact on how employees felt: 'my back is covered' and 'grateful' or 'disrespected', 'dismissed', 'bitter' and 'unappreciated'. CONCLUSION: Early proactive voice met with constructive leader responses can address concerns and promote loyalty and enthusiasm, highlighting its potential to encourage 'enthusiastic staying' in veterinary clinics. Organisations should ensure employees can safely and easily speak up and equip leaders with the skills and capacity to effectively respond. Further research should examine contextual conditions enabling these interactions.