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Do I need insurance?
After a surge in purchased and adopted pets during the COVID-19 lockdown, many people are asking themselves the question: ‘do I need pet insurance?’.
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October 3rd 2019
RCVS Announces Plan to Review ‘Under Care’
The Royal College of Veterinary Surgeons (RCVS) has recently announced new plans for a wide-ranging review to its guidance to veterinary professions on ‘under care’ and out-of-hours emergency cover.READ MORE -
September 26th 2019
It's Not About Right and Wrong - Veterinary Complaints and Negligence
Within VCMS complaints, owners can feel that the vet or practice team ‘got it wrong’. This can be an incredibly difficult situation for both the owner and the practice. The owner feels let down and…READ MORE -
September 3rd 2019
Time for Change with the BVA
July witnessed the British Veterinary Association (BVA) launch a new initiative to tackle equality and inclusion within the veterinary profession. In a recent study conducted by the BVA, it revealed that 24% of working vets…READ MORE -
July 31st 2019
How to Manage Fees and Estimates
One of the most, if not the most, common complaints and grievances that the VCMS receive is in relation to fees and estimates. In today’s news entry, we explore how as both a client and…READ MORE -
July 1st 2019
175 Years of the Royal College of Veterinary Surgeons
2019 marks the 175th anniversary of the founding of the Royal College of Veterinary Surgeons. Throughout the year events have been planned to celebrate the institution which came into being with its Royal Charter on…READ MORE -
June 26th 2019
How Do We Make Care Better?
What does care mean? How, as veterinary professionals, can we make care better?READ MORE -
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