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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March 14th 2024

VCMS - CMA Response

Following the Competition and Markets Authority’s announcement that they will be conducting an investigation into the veterinary sector, there has been media discussion and focus on animal owner and veterinary practice relationships.
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March 5th 2024

5 Effective Strategies for Managing Complaints in Your Practice

Addressing complaints is an inevitable aspect of veterinary practice. However, with the right strategies, complaints can be handled efficiently, preserving the practice's reputation and ensuring client satisfaction. To effectively navigate complaint management, veterinary teams should…
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February 7th 2024

COVID-19's Impact on Puppies: Importance of Training and Socialisation

The COVID-19 pandemic brought about many changes in our lives, and one of the more unexpected consequences is the behaviour of "pandemic puppies." A study conducted by the Royal Veterinary College (RVC) has shed light…
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