Don’t Worry About Mediation and its Process! It’s Focused on Compassion, Calmness, and a Confidential Space.

Some pet owners and veterinary teams share with us that they worry ahead of the mediation call.

We want to reassure participants that the mediation process is simply a conversation held in confidence with the resolution manager. The aim is to discuss the issues at hand and explore how the complaint can be resolved in a way that is acceptable to both the pet owner and the veterinary practice. It’s important to note that neither party is being judged, and mediation is not a court process.

Our mediation calls are conducted one-on-one: you will first speak with the VCMS resolution manager, followed by a separate call by the resolution manager, to a representative from the veterinary practice. This means you won’t need to speak directly to each other at this stage. We understand that pet owners may feel upset when discussing their complaints, and all our team members are trained to handle these situations with compassion. We will guide you through the call at a comfortable pace, allowing for breaks if needed. Our experience shows that resolving complaints can facilitate healing, and we are here to support you through the resolution phase of mediation.

Whether you are a pet owner or a representative from the veterinary practice, you are welcome to have a friend, family member, or colleague join the call. They must inform us of their name and understand that the mediation process is confidential and without prejudice.

If you have a disability or a long-term health condition that requires adjustments for you to fully participate in the mediation process, please reach out to us. We can discuss reasonable accommodations, which may include scheduling mediation calls at specific times, allowing for breaks, and setting an agenda to allocate time for various parts of the discussion.

If you have any questions or concerns about the mediation process, please don’t hesitate to contact your resolution manager or one of our mediation coordinators. We are here to listen and help you prepare for and feel comfortable during the process.