Article from Veterinary Practice magazine:
Insights from the Veterinary Client Mediation Service reveal that common issues leading to complaints post-pandemic involve dosage issues, client impatience and discrepancy between expectations and the “new normal”.
The complaint resolution work undertaken by the Veterinary Client Mediation Service (VCMS) provides a helicopter view of trends and shifts in the complaints received by veterinary practices from their clients. This insight is invested in helping to resolve complaints arising in individual practices, to share issues for reflection and to provide mediation-inspired guidance to help minimise and resolve complaints at the front line.
Throughout the pandemic, the VCMS team has continued to provide advice to practices where they needed it most. By analysing client feedback, it has been possible to gain and share a clearer and more nuanced understanding of the most common complaint circumstances which have emerged during the pandemic, lockdowns and other social measures that have deeply affected animal owners and practice teams. Keen to distribute their insights, the VCMS team has shared analysis and articles which outline the latest trends, supporting practices to remain resilient and adaptive in the face of “the new normal”.