June 8th 2020

VCMS reports 98.5% of vets satisfied with complaint mediation service

The Veterinary Client Mediation Service has published its 2019 report, which reveals a rise in awareness of the service, superb feedback and an increase in engagement from veterinary practices over the past year.

Since its launch in 2016, the VCMS, which is funded by the Royal College of Veterinary Surgeons (RCVS), has handled 5,477 complaint referrals from veterinary clients and practices, with a current rate of over 400 mediations per year. Awareness of the service has increased to the point where a far greater percentage of clients are contacting the VCMS directly, rather than through a direct referral from the RCVS, shining a spotlight on the service’s quality, authority and continued success in helping to bring ongoing complaints to a close.

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April 20th 2022

Vets Are Human Too

It is the human condition to be fallible sometimes. This includes pet owners, their veterinary surgeons and mediators. Fallibility takes many forms, but a key cause is communication and, more importantly, miscommunication.
April 14th 2022

The Importance of Helping a Client to Feel Heard and Valued

As part of our mediation service, the VCMS assist both the public and the veterinary profession in finding mutually beneficial outcomes to complaints.
March 1st 2022

Returning to Work and Your Dog

With restrictions easing across the UK and many returning to full time work, the RSPCA has warned about dogs being abandoned as owners struggle with returning to work and the cost of living rises.