How Complaints can be Resolved Through Mediation?

The mediation process gives those involved the freedom and creativity to come up with and agree any resolution. This can seem ‘complicated’ but really it just means that we’re not tied to outcome in a court process which is ‘win/lose’ and £0-£X. VCMS mediated agreements are nearly equally split between financial outcomes and those that focus on communication, explanations, apologies, training and changes in practice. This can be powerful for both pet owners and veterinary teams. Sometimes a complaint needs a financial agreement including an adjustment to the fees payable by pet owners, arrangements for paying outstanding and unpaid fees and these will often also include those important non-financial elements too. A key part of mediation is to help complainants feel heard and understood. Mediation provides veterinary teams with an impartial process to help really understand the pet owner’s view and take that step back to listen, and in turn then have their point and explanation understood.

Mediation can also help both parties to reconsider options previously put forward and take a pragmatic and informed view which helps to see how a resolution is a positive for both parties. Many pet owners benefit from closure, more information and clearer explanation, particularly around clinical decision making. For the veterinary teams, complaints can also be distressing and take up time which could be focused on caring for other animals. Compassionate, realistic and pragmatic outcomes should be the aim of all those involved in a complaint and those helping to resolve them.

What mediation will do is help to identify what is key to address and resolve the priority issues raised by pet owners, improve the veterinary practice’s understanding of why the pet owner is dissatisfied and work with both to find a resolution that both can accept.

For more information on how VCMS mediation works and can help resolve matters, visit our website for more information.