The VCMS offers complaint mediation for animal owners and practices where a complaint cannot be resolved in the practice. The service is funded by the RCVS. Impartial and resolution focused mediation helps bring complaints to a close with compassion and greater understanding to inform quality improvement.
The VCMS is a free at the point of use service which offers independent, impartial and non-judgmental complaint mediation for veterinary complaints. In addition, the service helps practices by sharing complaint and resolution insight to help improve complaint handling procedures, complaint management and completing the feedback loop to help reduce complaints and increase confidence in communication and client interactions.