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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 19th 2019
Why Do Complaints Arise?
Mediation allows us to understand more about WHY complaints arise and why they are continuing. Talking through a disagreement with an independent, trained third party can bring underlying issues and misunderstandings to the fore and…READ MORE -
June 19th 2019
VCMS Annual Insights
Mediation allows us to understand more about WHY complaints arise and why they are continuing. Talking through a disagreement with an independent, trained third party can bring underlying issues and misunderstandings to the fore and…READ MORE -
June 13th 2019
Case Study: Why Did Mediation Work?
IMediation allows us to understand more about WHY complaints arise and why they are continuing. Talking through a disagreement with an independent, trained third party can bring underlying issues and misunderstandings to the fore and…READ MORE -
May 1st 2019
Does ‘Sorry’ Have to be the Hardest Word?
What does ‘sorry’ mean? Why is it so hard to say? Why is it so important to hear?READ MORE -
May 1st 2019
FAQ: We Don’t Feel We Have Done Anything Wrong, So Why Should We Mediate?
Mediation is a non-judgmental process. The VCMS does not ‘investigate’ complaints and will not be assessing who is right and wrong.READ MORE -
May 1st 2019
FAQ: We Have Already Responded to the Complaint, So What More Can Mediation Achieve?
If an owner has contacted the VCMS, it is clear that they remain unhappy and motivated to pursue their complaint further.READ MORE -
May 1st 2019
FAQ: We Have Already Spent So Much Time Trying to Resolve this Complaint
The VCMS process tries to be a time efficient as possible. When an owner refers their complaint to the VCMS, we will approach the practice and ask for copy records and correspondence so we have…READ MORE -
May 1st 2019
FAQ: The Situation with the Owner is Difficult and Our Practice Team is Worried About Discussing the Complaint with them During Mediation
Mediation with the VCMS is conducted as a ‘shuttle’ conversation.READ MORE -
May 1st 2019
FAQ: This is all About Fee Avoidance, So Should We Delay Debt Recovery with Mediation?
Some complaints are about fee avoidance, and establishing this early is important. If a fee remains outstanding, it is important for a practice to find out why.READ MORE -
April 25th 2019
Managing Expectations: Complaints Regarding Pet Insurance
The Association of British Insurers (ABI) has announced annual figures on pet insurance coverage and claims, revealing that the average claim rose by 5% to £793.READ MORE -
April 17th 2019
Estimates: What Are They and What Do They Mean to Animal Owners?
An estimate is an educated guess, based on experience, animals are unique, there are many different breeds and they all come in different shapes and sizes with differing clinical histories. They have allergies, they react…READ MORE -
April 17th 2019
Estimates: What Are They and What Do They Mean to Animal Owners?
“When I take my car to the garage, they give me an estimate and that’s what I pay! You can’t get away with charging me £500 above your estimate! I signed for an estimate of…READ MORE -
November 1st 2018
Veterinary Mediation Scheme Passes One-Year Milestone | via RCVS
This month the Veterinary Client Mediation Service (VCMS), established and funded by the RCVS, has passed the one-year mark having dealt with over 2,000 cases of dispute between veterinary practices and clients in this time.READ MORE -
August 21st 2018
We Have Done All We Can to Resolve this Complaint - What More Can Mediation Achieve?
The following complaint came to the VCMS at a point where both the owner and practice had tried hard to resolve their differences but had become entrenched.READ MORE -
July 10th 2018
Why Choose Mediation?
Are you unable to resolve a dispute and considering taking the case to court?READ MORE -
June 4th 2018
Uncovering the Underlying Root of a Complaint
Are you unable to resolve a dispute and considering taking the case to court?READ MORE -
October 17th 2017
How Does the VCMS Benefit Practices?
The VCMS is an independent mediation services funded by the RCVS to help resolve complaints by animal owners regarding a veterinary practice.READ MORE -
July 21st 2017
Taking Your Pup on Holiday: The Rise in Pet Passports
The British have enjoyed the reputation of being a nation of pet lovers for many years now, with more than half of British households having at least one pet. Unsurprisingly, the most popular pets are…READ MORE -
February 2nd 2017
A Day in the Life of a VCMS Resolution Manager
Welcome to the world of the Veterinary Client Mediation Service’s (VCMS) Resolution Managers. We are a small team with career backgrounds in veterinary nursing, mediation and emergency veterinary care, attracted to this role by our…READ MORE -
February 2nd 2017
What Does Mediation Mean? Is it Compromise and Forgoing My Outstanding Fees?
Complaints can often be received by a practice when reminders are sent for outstanding payments and bills. This is common in many professions. It may appear as though a client has not raised any concern…READ MORE