Background Telephone triage is an integral part of modern patient care systems in human medicine, and a key component of veterinary practice care systems. There is currently no published research on telephone triage within the veterinary profession. Objective To investigate current approaches to telephone triage of horses with abdominal pain (colic) in veterinary practice and develop new resources to support decision-making. Study design Participatory action research using mixed-methods approach. Methods An online survey assessed current approaches to telephone triage of horses with colic in UK veterinary practices. Structured group and individual interviews were conducted with four equine client care (reception) teams on their experiences around telephone triage of colic. Evidence-based resources, including an information pack, decision flow chart and recording form, were developed and implemented within the practices. Participant feedback was obtained through interviews six months after implementation of the resources. Results There were 116 participants in the online survey. Management and client care staff (53/116) felt less confident giving owner advice (p<0.01) and recognising critical indicators (p = 0.03) compared to veterinary surgeons and nurses (63/116). Thirteen themes were identified in the survey relating to owner advice; exercise and owner safety were most frequently mentioned, but conflicting guidance was often given. Fourteen client care staff were interviewed.

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BackgroundBehavioural models are widely used within human medicine to understand beliefs and intention associated with major health interventions.ObjectivesTo investigate horse‐owner beliefs and practices associated with emergency colic planning.Study designCross‐sectional study.MethodsAn online survey incorporating the Trans‐Theoretical Model of behaviour change and the Theory of Planned Behaviour was developed to assess owner intention to adopt three areas of emergency colic planning: (1) prevention/recognition, (2) involvement of others and (3) personal preparation. Participants were recruited using a snowball sampling strategy; multivariable logistic regression of data was performed.ResultsThere were 701 horse‐owners who completed the survey. Respondents fell into one of two categories: no intention to adopt or already implementing emergency planning recommendations. Most agreed that emergency colic plans would improve their horse's welfare (68%) and aid in decision making (78%). Most disagreed that colic was inevitable (66%) and that treatment options were not within their control (69%). Multivariable analysis showed that those who believed emergency plans were worth creating were more likely to adopt preventive (OR: 2.33, 95% CI: 1.27–4.30, p = 0.007) and personal preparation (OR: 1.61, 95% CI: 1.31–1.97, p < 0.001) recommendations. Preventive recommendations were also associated with ‘REACT’ campaign awareness (OR 2.36, 95% CI: 1.40–3.97, p = 0.001). Favourable behavioural beliefs, such as the acknowledgement of welfare and decision‐making benefits, were linked to the involvement of others in planning (OR: 2.93, 95% CI: 1.78–4.81, p < 0.001).Main limitationsPotential response bias and small sample size.ConclusionsThe majority of owners were either unwilling to adopt suggested recommendations or believed that their approach was currently sufficient. Most owners perceived veterinary professionals as most influential on their decision to plan for a colic emergency, highlighting their importance in any educational campaign.

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