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Jennie Jones is Head of the Veterinary Client Mediation Service (VCMS) and a partner at Nockolds Solicitors, specialising in complaints and medical negligence, pioneering the use of mediation as an alternative form of dispute resolution (ADR). Here, she explains how this approach successfully solves complaints and how mediation techniques can be used to solve early stage disputes and avoid escalation.
Mediation is, quite simply, an informal process which helps two parties to see a dispute from each other’s perspectives. When boiled down to its basics, you can understand why this approach has been growing in popularity for the last two decades in family law, helping couples to work together to reach a shared agreement rather than going down the costly and often extremely emotionally charged route of legal proceedings. Mediation provides a quicker, less costly and more informal route through conflict.
In my role as a solicitor and head of The Veterinary Client Mediation Service, I have seen first-hand how alternative dispute resolution (ADR) can be used to turn a negative situation into a positive one or at least a more balanced one with an easier route to resolution. Here, I share my top mediation tips for professionals, to help in the very early stages of dispute resolution:
In cases where issues naturally do escalate, mediation is a sensible and proven approach. And once a resolution has been reached, there is a chance to make small changes which can prevent a similar situation happening again. Ultimately, we are dealing with people and it is often not about the treatment or diagnosis provided, it is about the relationship formed with your patient.
For more information about the VCMS and to speak to a member of our team, visit https://www.vetmediation.co.uk/ or contact the VCMS on 0345 040 5834 or via enquiries@vetmediation.co.uk