May 1st 2019

FAQ: We Have Already Spent So Much Time Trying to Resolve this Complaint

The VCMS process tries to be a time efficient as possible. When an owner refers their complaint to the VCMS, we will approach the practice and ask for copy records and correspondence so we have a good understanding of the background ahead of the mediation calls. 

The mediation will then be booked in with a resolution manager for a 45-minute call. We ask that the parties prepare for the mediation by reflecting on the complaint and considering possible proposals to be explored. There is no formal or pre-mediation process. 

On the day of the mediation, we ask that the person participating in the call has the authority to make a decision on behalf of the practice. Having spoken with both parties separately, the resolution manager will explore ways in which the complaint could be resolved. 

The aim is to finalise a resolution on that day. If a resolution is agreed, this is likely to be confirmed in a written Mediation Agreement which you will both be asked to sign before any resolution is implemented. 

We would therefore estimate that direct contact time will be no more than 1-1.5 hours. This is far less than the time involved in responding to a request for information from the RCVS Professional Conduct Team if the complainant refers their complaint to the RCVS, or preparing formal responses or statements, and attending court in a civil claim. With an 87% resolution rate, it is worth a go! 

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.
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.
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.