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What is the VCMS' Mediation Process?

Our mediation process works to achieve a mutually beneficial outcome for both parties and on agreeing to mediation both parties sign our legally binding document which outlines the process itself.

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  • August 8th 2022

    Respect and ‘Be Kind’ – Online and Verbal Abuse in Veterinary Practices

    In a recent survey conducted by the British Veterinary Association (BVA), it was revealed that 30% of vets had received online abuse in the past year and 47% reported that they had felt intimidated by…
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  • August 8th 2022

    The Cost of Living and Animal Welfare

    The cost of living has increased across the UK and with this comes the added pressure on households up and down the country. Recently, there have been reports that vets fear that pet owners may…
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  • August 8th 2022

    Industry Insight and Lessons Learned

    From the VCMS mediations it was clear to see that the impact of Covid-19 and restrictions continued to exacerbate complaint situations throughout 2021.
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  • June 24th 2022

    When the Approach to Complaining Can Be Damaging

    In today’s blog we look at the importance, as a client, of complaining the right way and the troubling impact aggression or high emotions can have.
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  • June 24th 2022

    SPVG World Congress Report

    Last month, Head of the VCMS Jennie Jones and VCMS Resolution Manager Janet Hulse attended Europe’s largest non-clinical veterinary SPVS-VMG Congress 2022. In today’s blog we share their experiences at the event.
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  • June 6th 2022

    Using Complaints for Continuous Improvements

    Whilst they may not seem remotely positive at first glance, complaints provide veterinary practices with valuable customer feedback.
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  • June 6th 2022

    The Queen and Corgis

    To celebrate the Royal Jubilee, in our latest blog we look at the Queen’s favourite dog breed - the corgi and how they became associated with the longest reigning British monarch.
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  • May 26th 2022

    What is Mediation and What Isn’t Mediation?

    One of the biggest challenges that we face is awareness of our service and what mediation can do for those involved with a complain. In today’s article, we examine what mediation is and isn’t.
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  • May 25th 2022

    How Our Mediations Service Can Reduce Stress

    In today’s article we look at the negative impact that complaints can have and how mediation can help to reduce stress whilst finding a solution.
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  • April 20th 2022

    Vets Are Human Too

    It is the human condition to be fallible sometimes. This includes pet owners, their veterinary surgeons and mediators. Fallibility takes many forms, but a key cause is communication and, more importantly, miscommunication.
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  • April 14th 2022

    The Importance of Helping a Client to Feel Heard and Valued

    As part of our mediation service, the VCMS assist both the public and the veterinary profession in finding mutually beneficial outcomes to complaints.
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  • March 1st 2022

    Returning to Work and Your Dog

    With restrictions easing across the UK and many returning to full time work, the RSPCA has warned about dogs being abandoned as owners struggle with returning to work and the cost of living rises.
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  • February 28th 2022

    How to Manage Emotions when Communicating

    Recent reports to the VCMS have shown an increased tension and hostility towards vets from members of the public. Following on from the coronavirus pandemic, one of the major issues our resolution team deals with…
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  • February 11th 2022

    International Pet Day 2022

    Did you know that 20 February is ‘International Love Your Pet Day’ where we celebrate pets across the globe?
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  • February 1st 2022

    How Can We Be More Patient?

    With the increase in Omicron infections across the country and the world, many are finding this disruptive in many forms of life. Veterinary practices are no exception and a lack of available staff has impacted…
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  • January 25th 2022

    In the News: Are Complaints Changing Post-Pandemic?

    Insights from the Veterinary Client Mediation Service reveal that common issues leading to complaints post-pandemic involve dosage issues, client impatience and discrepancy between expectations and the “new normal”.
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  • January 4th 2022

    Tips on Communication when Wearing a Face Covering or Mask

    Face masks, whilst uncomfortable for some, can also limit the way in which we communicate. In today’s blog entry, we share our insights into how to communicate better when wearing a face covering.
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  • December 28th 2021

    VCMS Case Study Featured in RCVS Companion Magazine

    This case illustrates how practices can take specific steps to mitigate the risk of receiving a complaint that leads to a time-consuming and potentially costly dispute.
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  • December 8th 2021

    Lessons from 2021

    Following on from a year of lockdowns, Coronavirus and a different way of life - 2021 seemed to promise a much-needed return to normality.
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  • December 5th 2021

    A Dog is for Life

    As we approach the Christmas period and the season of gift giving, we look into the famous slogan, ‘a dog is for life, not just for Christmas’ and the importance of understanding the responsibilities of…
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