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Recently, the VCMS have noticed a rapidly growing trend of fee-based complaints. Linked to the current cost of living crisis, our teams have been in contact with pet owners who have been surprised by the final vet bills that they have had to pay. In this article, we share our insights as to the amount of complaints and what practices can do to ensure they communicate costs clearly to pet owners.
In our recent annual report, we shared how cases (complaints) relating to clinical fees rose by 27% in the year to October 2022, to 441 individual referrals. The area also accounted for around one in eight (12%) of its cases over the same period, up from 9% in 2020-21.
Head of the VCMS, Jennie Jones has said that price-specific issues are still on the rise and are partly responsible for keeping overall complaint totals above pre-COVID levels. In one current case, relating to a consultation fee increase, the client claimed they were not informed of, showing where practices can be “exposed” by not discussing known factors at an earlier stage.
Clear communication
Jennie Jones says: “The overwhelming trend and theme in all of them is clear communication. There are very practical strategies that can be put in place for the things that are fixed fee.”
Our latest insight report has shown that financial issues, together with changing pet ownership patterns arising from the pandemic, have “redefined client expectations”.
The continuing economic challenges make it “more crucial than ever” for the VCMS to work with both practices and clients to find ways of maintaining resilience within the sector.
Our report shows that the growth of fee-related complaints was “likely to be linked to increased cost pressures on practices and cost sensitivities of clients flowing from the cost of living crisis”.
In our analysis, we indicate a 92% year-on-year rise in complaints about estimates being exceeded, from 36 to 69, and a jump of more than 80% in concerns relating to prescription costs.
Errors in charging
Meanwhile, complaints about errors in charging and invoicing rose by just less than 74%, from 46 to 80, while issues relating to insurance cover and claims were also up substantially – by at least 48% and 37%, respectively.
Another area of price-related concern for the VCMS relates to the cost of diagnostics and ensuring clients more clearly understand the phasing of such work – particularly in more complex cases.
We acknowledge that advances in care would be unaffordable for many clients, and recognise that diagnostics become really difficult for the practice to handle after the event because they’ve incurred those costs.”
Overall, we received 3,605 referrals during 2021-22, 9% down on the previous year, but nearly 46% above the 2,474 recorded in the last full year before the pandemic, 2018-19.
Frontline staff
We believe that the trend, though not unique to the veterinary sector, is likely to be permanent and admitted she is concerned about its potential implications for frontline staff.
In an interview with Vet Times, Jennie Jones added, “We have, I think, as a society, found our voice a little bit and we’ve also seen tolerances and thresholds change.
“Things that wouldn’t have been a complaint five years ago now are becoming a complaint.”
By far the most common subject of complaints referred to the VCMS remains the standard of veterinary care; although, the proportion of cases in the area dropped from 64% in 2020-21 to 59% last year.
Customer service issues accounted for more than one in five (21%) of all referrals; although, that level was also down from 23% in 2020-21.
Financial resolution
Our data further indicated a shift towards financial resolution of complaints, with 52% of mediated cases in 2021-22 being settled in that way.
A total of 936 practices were invited to enter into VCMS mediation in 2021-22, with 73% doing so – a 2% increase on the previous year.
Overall, however, we have noticed a significant improvement in engagement among practices since the service was launched in 2016-17 and resistance to it largely stemmed from issues within individual cases.
For more information on our mediation services and to speak to a member of the VCMS, contact our team via 0345 040 5834 or email enquiries@vetmediation.co.uk
