January 1st 2021

Viewing Complaints as a Positive Not a Negative

The new year is here and with it the chance for change. 

New Year’s resolutions are a tradition that many across the world seek to implement at this time of year and make positive changes to their lives. 

Both professionally and personally, these resolutions can be incredibly fulfilling and help to develop healthy changes to meet new goals. 

What new year’s resolution does the VCMS suggest for practitioners? Well, of course it is a personal decision for each individual to take, but we believe that one important resolution to consider is the chance to see complaints, not as a negative, but as a positive. 

However hard one works and however professional the service they provide may be, complaints are an inevitable part of public facing work and even more so within the field of veterinary science. 

Complaints, of course, may vary in their nature but they do offer a unique chance for growth, change and to learn (much like resolutions). 

When a complaint occurs, it presents a unique situation for practitioners. 

Firstly, the chance to resolve the issue and to provide the very best client service. 

Secondly, and more pertinently, the chance to improve practices and methods in order to avoid a repeat in the future. 

Indeed, looking at a complaint as a positive can not only help in how the complaint may be handled or dealt with (our outlook towards the complaint), but also as a chance to improve how we work, the approach we take to clients and our ability to deal with complaints in the future.

New processes can be created that can be beneficial to both staff and clients – through a complaint we can learn. Adapting and evolving as a veterinary professional is a key skill to develop and the handling of complaints is an area in which simple, small changes can lead to positive outcomes for all involved.

Viewing a complaint as a positive more so than a negative requires a change in our thinking, our way of conducting our business and trying something new. 

Pushing ourselves personally and professionally can bring about positive changes and fulfilment and through our attitude to complaints this can be achieved. 

Should you require any assistance or advice when handling a complaint or wish to discuss an issue with our team, please call us on 0345 040 5834 or email enquiries@vetmediation.co.uk.

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.