June 8th 2020

VCMS reports 98.5% of vets satisfied with complaint mediation service

The Veterinary Client Mediation Service has published its 2019 report, which reveals a rise in awareness of the service, superb feedback and an increase in engagement from veterinary practices over the past year.

Since its launch in 2016, the VCMS, which is funded by the Royal College of Veterinary Surgeons (RCVS), has handled 5,477 complaint referrals from veterinary clients and practices, with a current rate of over 400 mediations per year. Awareness of the service has increased to the point where a far greater percentage of clients are contacting the VCMS directly, rather than through a direct referral from the RCVS, shining a spotlight on the service’s quality, authority and continued success in helping to bring ongoing complaints to a close.

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…

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…

April 14th 2021

Industry Insight and Lessons Learned

It’s crucial to understand that COVID-19 restrictions continue to exacerbate complaint situations but are rarely the cause of the complaint. As outlined in the recent Quarterly Update from Nockolds Resolution: 'The lockdown restrictions imposed by…