New course to help vets deal with complaints

The Royal College of Veterinary Surgeons (RCVS) has introduced a new training course to help vets deal with complaints. 

The scenario-based training, created in collaboration with the Veterinary Client Mediation Service (VCMS), is free to access and takes just half an hour to complete.

It aims to enhance vets’ skills around assessing complaints from a client’s point of view, as well as highlighting the benefits of building rapport with clients to mitigate hostility. 

Jennie Jones, Head of VCMS, said: “Leveraging insights from the VCMS and involving our entire team with its production has enabled us to develop highly effective materials that ensure veterinary professionals are well-equipped to manage complaints.”

What are the most common complaints made about veterinary professionals? 

According to data from the Veterinary Client Mediation Service, some of the most common complaints include: 

  • Insufficient information being shared with the client about a procedure or reason for a decision being made. 
  • Not setting realistic expectations for clients/a need for more transparency 
  • Vets making assumptions about client’s level of understanding 

To find out more about how to deal with complaints like these, check out this useful blog from the BVA.

Here at Choice Vets, we know receiving complaints from clients is one of the most stress-inducing aspects of being a vet. If you ever need support, VetLife offers a free support service where you can speak to a mental health professional in confidence either via phone (0303 040 2551) or email (register here).