March 17th 2020

Advice for Vets During the Covid-19 Outbreak

With the uncertainty of how the Covid-19 virus may affect staffing levels at veterinary practices, it is important that clients’ expectations are managed given the current situation. It is advisable to make it clear to the clients what can be achieved within the practice through clear communication, explaining the current situation and informing them as to what could change in an instant. 

With government guidelines being updated regularly, it is important that staff within a practice are aware of the ongoing changes and the effects that updates may have in regards to the administration of treatment and care.

We recommend that the priorities of the practice at this time are explained and how and why those decisions are made in a clear and understandable manner. Clients may ask for extra advice should the practice be unable to provide treatment and care, and, given the emotive nature of animal care, the situation may require extra sensitivity and understanding. 

In such situations communication can break down and information may not be taken on board by clients. It is important to keep information clear and understandable and, additionally, when referring clients to other practices, a pre-prepared handout of contact details may be useful if the practice is overwhelmed.

More vulnerable clients may need additional support in caring for their animals and it is important to consider what measures could be put in place to protect and support them and their animals in uncertain times.

It’s important to keep the clients informed of what is happening, not just in times of uncertainty, but at all times, especially when they are waiting in a consulting room, in the reception area or awaiting results at home. Providing a reassuring service through the returning of phone calls and the providing information helps to take care of client’s needs, both emotional and physical. Ensuring there is good cover for your front of house, who can act as a direct point of contact, is another method to ensure client support.

Please feel free to contact the VCMS on 0345 040 5834 should you wish to talk through any situations you may require independent advice on.

May 1st 2025

Did You Know that the Veterinary Client Mediation Service (VCMS) is an Approved ADR Provider?

Many complaints and disputes can be resolved without the time, cost and stress of going to court. With County Courts busier than ever and cases taking longer to be heard, it’s no wonder that the…
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March 24th 2025

Spring to It!

In our blogs, we cover conditions and ailments which can prompt animals to require veterinary care and also share insight to help animal owners in their interactions with veterinary practices in these situations.
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February 10th 2025

Veterinary Client Mediation Service | CMA Working Papers published 6 Feb 2025

Following the publication by the CMA of their working papers and the external research, the VCMS will consider this next phase of the CMA investigation and emerging views in detail and respond in accordance with…
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