May 1st 2019

FAQ: The Situation with the Owner is Difficult and Our Practice Team is Worried About Discussing the Complaint with them During Mediation

Mediation with the VCMS is conducted as a ‘shuttle’ conversation. 

The resolution manager will speak with the parties separately. We generally speak with the owner first so we can understand why the complaint is continuing and why they feel the matter has not been resolved via your response to their complaint. 

This allows us to focus our time with the practice team on the live issues which are driving and escalating the complaint. 

Having spoken with you both and gained an understanding of the cause and trigger of the complaint, we can move to explore options to resolve and bring matters to a conclusion. 

You will not have to speak directly with the owner, and you will be asked if there are any aspects of the conversation which you do not want the resolution manager to share with the other party. 

An impartial and non-judgmental resolution manager will listen, understand the impact of the complaint on both the practice team and then owner, and help you to assess the pros and cons of proposals to try and help reach a conclusion. 

Mediation is not to be feared. It is a telephone conversation to explore the complaint from your perspective. There is no right or wrong and with an 87% resolution rate, it is worth a go! 

November 2nd 2021

Stress Awareness: How Your Pet Can Benefit Your Mental Health

In our latest blog, we explore the benefits of pet ownership on both reducing stress and the improvement they can bring to mental health.
October 31st 2021

To Mediate, or Not to Mediate: How the VCMS Can Help You

In our blog post we explore the remit of the VCMS and what to consider when deciding whether to engage with the VCMS and our mediation service.
October 6th 2021

Case Study: How can the VCMS Bring Clarity to a Situation?

As part of our ongoing series where we examine how the VCMS has assisted clients, we look into how our team of Resolution Managers brought clarity to a situation and helped to find a mutually…