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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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October 5th 2022
The Cost of Cats and Dogs
The cost of living crisis is placing extra pressure on both pet owners both new and old. With spiralling prices, the cost of owning a pet is more expensive than ever. Reports coming to the…READ MORE -
September 7th 2022
Those Puppy Dog Eyes…
Did you know that in terms of pets owned, dogs are the most common pet in UK households, with the share of households reporting dog ownership at 33%? With this in mind, we look at…READ MORE -
September 7th 2022
The Cost of Living Crisis and Pets
Recent reports have been arriving at the VCMS linked to the cost of living crisis and its effects on pet owners. In today’s article, we cover the worrying trend of pets being abandoned as owners…READ MORE -
August 8th 2022
Respect and ‘Be Kind’ – Online and Verbal Abuse in Veterinary Practices
In a recent survey conducted by the British Veterinary Association (BVA), it was revealed that 30% of vets had received online abuse in the past year and 47% reported that they had felt intimidated by…READ MORE -
August 8th 2022
The Cost of Living and Animal Welfare
The cost of living has increased across the UK and with this comes the added pressure on households up and down the country. Recently, there have been reports that vets fear that pet owners may…READ MORE -
August 8th 2022
Industry Insight and Lessons Learned
From the VCMS mediations it was clear to see that the impact of Covid-19 and restrictions continued to exacerbate complaint situations throughout 2021.READ MORE -
June 24th 2022
When the Approach to Complaining Can Be Damaging
In today’s blog we look at the importance, as a client, of complaining the right way and the troubling impact aggression or high emotions can have.READ MORE -
June 24th 2022
SPVG World Congress Report
Last month, Head of the VCMS Jennie Jones and VCMS Resolution Manager Janet Hulse attended Europe’s largest non-clinical veterinary SPVS-VMG Congress 2022. In today’s blog we share their experiences at the event.READ MORE -
June 6th 2022
Using Complaints for Continuous Improvements
Whilst they may not seem remotely positive at first glance, complaints provide veterinary practices with valuable customer feedback.READ MORE -
June 6th 2022
The Queen and Corgis
To celebrate the Royal Jubilee, in our latest blog we look at the Queen’s favourite dog breed - the corgi and how they became associated with the longest reigning British monarch.READ MORE -
May 26th 2022
What is Mediation and What Isn’t Mediation?
One of the biggest challenges that we face is awareness of our service and what mediation can do for those involved with a complain. In today’s article, we examine what mediation is and isn’t.READ MORE -
May 25th 2022
How Our Mediations Service Can Reduce Stress
In today’s article we look at the negative impact that complaints can have and how mediation can help to reduce stress whilst finding a solution.READ MORE -
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.READ MORE -
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.READ MORE -
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.READ MORE -
February 28th 2022
How to Manage Emotions when Communicating
Recent reports to the VCMS have shown an increased tension and hostility towards vets from members of the public. Following on from the coronavirus pandemic, one of the major issues our resolution team deals with…READ MORE -
February 11th 2022
International Pet Day 2022
Did you know that 20 February is ‘International Love Your Pet Day’ where we celebrate pets across the globe?READ MORE -
February 1st 2022
How Can We Be More Patient?
With the increase in Omicron infections across the country and the world, many are finding this disruptive in many forms of life. Veterinary practices are no exception and a lack of available staff has impacted…READ MORE -
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”.READ MORE -
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.READ MORE