In the UK-wide online study, 1,772 dog owners assessed short clinical “vignette” scenarios describing 30 common canine conditions, based on VetCompass patient records.
Each owner reviewed three scenarios and judged both the likely condition and how urgently veterinary care was needed.
Their responses were compared with consensus opinions from experienced veterinary surgeons.
Owners were highly accurate at recognising conditions with clear visible signs, including epilepsy, kennel cough, flea infestation, anal gland disease and osteoarthritis.
However, they were less accurate with conditions that have more variable or subtle signs, such as mast cell tumours, glaucoma, diabetes and gastrointestinal foreign bodies.
Owners also underestimated the urgency of treatment in 28.4% of responses.
Conditions most often rated as less urgent than veterinary surgeons advised included ear infection (otitis externa), corneal ulcers and heatstroke.
Underestimating urgency is a major welfare concern because it can delay treatment, prolong suffering and, in severe cases, result in death.
Participants also reported which information sources they used, both for the vignette scenarios and habitually for their own dogs.
The most commonly used sources for their own dog’s health were personal knowledge or experience (73.7%), contacting their local veterinary practice (61.1%) and internet searches (49.2%).
Reputation (66.8%), factual correctness (65.6%) and availability (39.5%) most influenced their choice of information source.
Using online dog health groups—either habitually or to identify vignette conditions—reduced the accuracy of assessments.
Habitual use of these groups also increased the risk of underestimating urgency by 30%.
However, when used specifically to help answer the vignette scenarios, dog health groups reduced the risk of underestimating urgency by 50%.
General internet searching improved condition recognition but had no effect on urgency assessment.
Owners who habitually contacted their veterinary practice for advice were more likely to judge urgency in line with veterinary recommendations, highlighting the importance of strong working relationships between owners and practices.
The researchers suggest that telephone triage, telemedicine and veterinary-endorsed information resources may play an increasing role in supporting better decision-making.
Emerging AI tools may also help in future, although further research is needed to assess the reliability and risks of such systems.
Dr Rowena Packer, Senior Lecturer in Companion Animal Behaviour and Welfare Science at RVC, said: “This study highlights a welfare gap between what dog owners observe and how they perceive the need for veterinary care.
"Problems without obvious external signs are most at risk of having urgent treatment underestimated.
"With better triage support, including telemedicine and carefully designed AI tools, there is an opportunity to improve awareness and reduce harmful delays.”
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