The VCMS is busier than ever – we put this down to more owners and practices knowing what we do and how mediation can help when a complaint can’t be resolved within the practice.
Just as you would expect, the owner is unhappy with the care and service provided. The VCMS analyses the nature of complaints, i.e. is the owner complaining about the veterinary care provided, the service received or charges?
Deeper analysis shows that almost all complaints refer to communication. Mediation discussions often reveal the difference between what has been said, and what has been understood.
The VCMS has a framework which we follow to ensure complaint mediations progress as swiftly and effectively as possible. Here is an overview of what the VCMS does at each stage, and the questions we will explore with owners and practices.
Mediation is about having a conversation. The mediator will not judge or take sides. They will explore the complaint with each party in turn. They may ask some challenging questions to help each party to understand why the complaint is continuing and the barriers that have prevented a resolution before.
The VCMS does not impose a resolution and we do not make any findings. The mediator may pose some questions to help both parties reflect on the potential escalation if the complaint does not conclude in mediation, but the decision on whether to make or accept any proposal rests with the owner and practice involved.
We may bring an independent perspective, an independent ear, and listen for the clues in how to unlock the complaint and find a resolution.
The VCMS asks for feedback after every mediation as it is important that the service is trusted and maintains impartiality. Feedback during 2018 was very encouraging!
Common questions that the VCMS receives from practices include:
The VCMS works to resolve each individual issue in a unique and fair manner. The most common sorts of resolutions that we achieve are:
For more information on the VCMS and our mediation services, contact our teams by calling 0345 040 5834 or email email@example.com. Alternatively, you can fill in our online complaint form.