Cookie use on MRCVSonline
We use cookies to ensure that we give you the best experience on our website. If you continue without changing your settings, we will assume that you are happy to receive all cookies.
If you would like to forward this story on to a friend, simply fill in the form below and click send.

Your friend's email:
Your email:
Your name:
 
 
Send Cancel

RCVS Council approves mediation service
"Importantly the service does not look at who is right or wrong, but focuses on finding an outcome that both parties can live with..."
Update on ADR scheme one year on 

A service to help resolve lower-level complaints about veterinary services has been approved by the RCVS Council.

The college-funded service aims to resolves complaints between animal owners and veterinary practices that do not meet the threshold for serious professional misconduct.

Over the past three years, the college trialled two different services for alternative dispute resolution (ADR). Since October 2016, this took the form of the Veterinary Client Mediation Service (VCMS), delivered by Nockolds Solicitors.

During its trial period, 165 of the 870 enquiries the service received went to mediation, of which 129 were successfully mediated and 36 are unresolved.

Out of the remaining enquiries:
  • 297 resulted in the client being referred back to the practice to allow internal complaints processes to be exhausted first
  • 93 cases did not progress as the animal owner did not pursue the complaint
  • 73 were dealt with through advice
  • 66 did not progress as the practice declined to engage
  • 76 were outside the service’s remit
  • 100 cases are currently ongoing.

The Veterinary Defence Society (VDS) assisted more than 150 practices who agreed to take part in the ADR trial. A spokesperson said: “In the vast majority of cases mediation has resulted in a satisfactory outcome with little or no financial consequences.

“The Society considers this voluntary scheme particularly suited to the many client care complaints that are directed at the RCVS due to public misunderstanding of the College’s role, but the investigation of which creates disproportionate concern to the professionals involved.”

Jennie Jones, a partner and Nockolds Solicitors, added: “Complaints are referred to the VCMS by clients and practices where the relationship has become strained or communication may be difficult. Importantly the service does not look at who is right or wrong, but focuses on finding an outcome that both parties can live with and bringing an end to the complaint.”

So far outcomes have ranged from reassuring clients and helping them to come to terms with what has happened, refunding fees, offering further explanations or apologies, small goodwill payments, securing procedural changes within practice, and getting clients to agree to settle any outstanding fees withheld due to the complaint.

“We understand complaints are highly emotional and stressful for both parties, so the VCMS team will not ask parties to speak to one another directly,” Jennie added. “It is also not about assigning blame but is about moving forward to allow both parties to bring the complaint to a conclusion.

“When we hear from practices and clients alike that they can now sleep at night, or their relief that a complaint is resolved, I know ADR and the VCMS does help and make a difference.”

Council agreed that Nockolds should continue to administer the scheme, with a review in 18 months to take experience and learning into account as the scheme evolves.

Become a member or log in to add this story to your CPD history

Amur leopard cubs caught on camera

News Story 1
 A pair of Amur leopards have been captured on camera for the first time since their birth. The Royal Zoological Society of Scotland announced the birth in July, but with human presence being kept to a minimum, it was not known how many cubs had been born.

Motion sensitive cameras have now revealed that two cubs emerged from the den - at least one of which may be released into the wild in Russia within the next two or three years. The Amur leopard habitat is not open to the public, to help ensure the cubs retain their wild instincts and behaviour. Image © RZSS 

Click here for more...
News Shorts
New canine and feline dentistry manual announced

A new canine and feline dentistry and oral surgery manual has been published by the BSAVA. Announcing the news on its website, the BSAVA said this latest edition contains new step-by-step operative techniques, together with full-colour illustrations and photographs.

‘This is a timely publication; veterinary dentistry is a field that continues to grow in importance for the general veterinary practitioner,’ the BSAVA said. ‘The manual has been fully revised and updated to include the most relevant, evidence-based techniques.’

The BSAVA Manual of Canine and Feline Dentistry and Oral Surgery, 4th edition is available to purchase from www.bsava.com/shop