Processes are central to the functioning of many businesses across many industries. Indeed, it is almost impossible to think of a business scenario that is not based on a well-designed and well thought out processes.
Veterinary practitioner processes can be an invaluable tool, not only within providing optimal service to clients, but also in resolving disputes. Many of the complaints referred to the VCMS are of a customer service nature and are rarely concerned with clinical errors. Whilst complaints may be difficult to avoid at times, the likelihood of both receiving a complaint or one escalating decreases with well thought out processes to ensure the very best in customer service.
There are many areas that require processes in a business. The idea, a firm yet flexible framework of ‘how to do something’, allows staff to seamlessly work together to achieve a desired outcome. What’s more, having processes written down that can be used as a reference allows for changes in personnel, if a team member is not in and can be updated with new guidance or improvements in how to operate.
It is vitally important that a process is in place should a complaint arise. More often than not complaints revolve around communication and understanding between practitioner and the public. Once a complaint has been made the question of how to avoid this becomes secondary and how to resolve this becomes primary. Understanding the nature of the complaint and proactively reacting to it and engaging with the client can lead to a quicker outcome for both sides allowing both parties to move forward. Likewise, mitigating a complaint through clear and actionable advice can limit the severity and please both parties.
The VCMS specialises in assisting both public and practitioners to resolve their complaints. Central to achieving the desired outcome are our own processes that enable us to mediate within a dispute. We also offer comprehensive CET programmes that help practices to ensure they are following best practice and to develop their processes should need be.
If you require any assistance in developing your processes or would like more information as to how the VCMS can assist you, contact our teams via 0345 040 5834.