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As discussions continue about consumer redress and complaints handling within the veterinary sector, mediation remains an important component of the landscape.
Not every complaint requires a formal determination of fault. Many clients simply want answers, explanations or reassurance. Equally, veterinary professionals often welcome the opportunity to explain events and resolve concerns constructively.
Mediation provides an independent, proportionate and practical mechanism for achieving these outcomes. It complements existing processes by providing an opportunity for resolution before disputes become further entrenched.
The future complaints system should offer a range of options. Mediation deserves to remain part of that mix because it delivers benefits for practices, clients and ultimately the animals whose welfare remains at the centre of veterinary care.
