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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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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 -
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.READ MORE -
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.READ MORE -
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…READ MORE -
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.READ MORE -
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.READ MORE -
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…READ MORE