Veterinary Client Mediation
t:
0845 040 5834
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The Process

Many of us visit a veterinary practice when we are concerned for our animal’s health and wellbeing and are satisfied with the service we receive. If a problem arises, this can often be talked through and resolved with the veterinary professional at the practice.

What to Expect From The Process

Stage 1

Client or veterinary professional contacts the VCMS to discuss the complaint
VCMS will ask what has happened and what has been done to try and resolve the complaint so far
Complaint is reviewed to ensure that it is appropriate for mediation by the VCMS
The client will need to provide a signed consent form to allow the practice to release their records
VCMS will then speak to the practice and see if the complaint can be resolved immediately

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Stage 2

If it cannot be resolved and is appropriate forum, then the VCMS will make enquiries, which include obtaining copies of veterinary records
VCMS will update the client and the practice of progress at each stage.

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Stage 3

VCMS will review the information to establish a clear picture of what has happened
VCMS will confirm the details with both the client and the practice. At this stage, the VCMS will help to find a solution through mediation.

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Stage 4

If a solution(s) for resolution can be reached, then a time-frame will be set for implementation
The resolution will normally be set out in writing for both parties.
This should be done within 45 days of the complaint being accepted by the VCMS
VCMS will then review the complaint and ask for feedback
If resolution cannot be agreed, the client will be given the option of accepting the practice’s response or for the complaint to be passed to a Senior Mediator

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Stage 5

The circumstances of the complaint will be considered by a Senior Mediator 

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Stage 6

The Senior Mediator will contact the client and the practice and try to mediate a resolution
This will be done within 14 days of referring the complaint to the Senior Mediator 

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Stage 7

If an agreement can be reached, then a time-frame will be set to then implement that solution
This will be done within 3 weeks of referring the complaint to the Senior Mediator

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Stage 8

If an agreement cannot be reached, the Senior Mediator will confirm this to client and practice The VCMS process is concluded
VCMS will then review the complaint and ask for feedback

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Stage 9

We will call each party after 3 months as a short follow up.

Independent mediation for veterinary professionals and their clients