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! 

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…