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What is the VCMS' Mediation Process?

Our mediation process works to achieve a mutually beneficial outcome for both parties and on agreeing to mediation both parties sign our legally binding document which outlines the process itself.

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  • January 25th 2022

    In the News: Are Complaints Changing Post-Pandemic?

    Insights from the Veterinary Client Mediation Service reveal that common issues leading to complaints post-pandemic involve dosage issues, client impatience and discrepancy between expectations and the “new normal”.
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  • January 4th 2022

    Tips on Communication when Wearing a Face Covering or Mask

    Face masks, whilst uncomfortable for some, can also limit the way in which we communicate. In today’s blog entry, we share our insights into how to communicate better when wearing a face covering.
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  • December 28th 2021

    VCMS Case Study Featured in RCVS Companion Magazine

    This case illustrates how practices can take specific steps to mitigate the risk of receiving a complaint that leads to a time-consuming and potentially costly dispute.
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  • December 8th 2021

    Lessons from 2021

    Following on from a year of lockdowns, Coronavirus and a different way of life - 2021 seemed to promise a much-needed return to normality.
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  • December 5th 2021

    A Dog is for Life

    As we approach the Christmas period and the season of gift giving, we look into the famous slogan, ‘a dog is for life, not just for Christmas’ and the importance of understanding the responsibilities of…
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  • November 2nd 2021

    Stress Awareness: How Your Pet Can Benefit Your Mental Health

    In our latest blog, we explore the benefits of pet ownership on both reducing stress and the improvement they can bring to mental health.
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  • October 31st 2021

    To Mediate, or Not to Mediate: How the VCMS Can Help You

    In our blog post we explore the remit of the VCMS and what to consider when deciding whether to engage with the VCMS and our mediation service.
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  • October 6th 2021

    Case Study: How can the VCMS Bring Clarity to a Situation?

    As part of our ongoing series where we examine how the VCMS has assisted clients, we look into how our team of Resolution Managers brought clarity to a situation and helped to find a mutually…
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  • October 1st 2021

    Animal Safety and Firework Season

    As the winter nights draw in and the misty, cold evenings surround us, the season of autumn is full of many promises and festivities. Bonfire night, Christmas and New Year’s Eve are nights full of…
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  • September 23rd 2021

    Understanding the New Challenges Faced by Veterinary Practices

    In a recent article published by the British Veterinary Association (BVA), the organisation urged potential pet owners to think properly about taking on a new pet.
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  • September 6th 2021

    Travelling with Pets

    As many countries across the EU and world are placed on the UK Government’s ‘green list’, many pet owners are seeking to travel with their pets.
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  • September 1st 2021

    Not Just Refunds...

    The VCMS deals with a range of complaints that cover a wide spectrum of subjects. Often, the resolution between practice and client focuses on greater communication and understanding more so than a refund or financial…
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  • August 3rd 2021

    Do I Still Have to Wear a Mask When Visiting My Vet?

    On 19 July 2021, England witnessed the easing of many restrictions that have been in place across the United Kingdom for over a year that have impacted many areas of all our lives.
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  • August 1st 2021

    What is the VCMS’ Mediation Process?

    As part of our new series of blogs, we offer insights and detail our procedures and processes when engaging in mediation with the VCMS.
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  • July 9th 2021

    Animals and Hot Weather

    As summer beckons and the promise of bright sunshine and warmer climes draw ever closer, we look forward to hot weather.
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  • July 9th 2021

    Mindfulness

    It comes as no surprise that the last 18 months have been extremely difficult. Across the world we have had to adapt to a new way of living as a result of the coronavirus pandemic…
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  • June 4th 2021

    Face Coverings and Visiting Your Vet

    As the United Kingdom begins to move out of lockdown and businesses once again welcome people through their doors, we examine what our new normal is. COVID-secure measures have meant lots of changes in veterinary…
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  • June 4th 2021

    Building the Client Relationship of the Future

    Managing relationships with clients can, at times, be difficult. When a complaint arises, it may be difficult to see the wood through the trees and become overwhelming when dealing with the situation. Given the additional…
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  • April 14th 2021

    Industry Insight and Lessons Learned

    It’s crucial to understand that COVID-19 restrictions continued to exacerbate complaint situations in the early stages of 2021. However, restrictions themselves were rarely the cause of the complaint.
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  • April 14th 2021

    A New Training and Consultancy Service

    In addition to delivering complaint mediation in both human healthcare and veterinary practice, Nockolds Resolution continues to re-invest the insight from complaint mediation in accessible and practical professional training.
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