Dealing with client complaints

Like most tasks and professional duties in veterinary practice, the key to them running smoothly is careful, respectful and clear communication (both verbal and written) that allows the competent, thorough veterinary professional to understand their role, know what is required in the specific circumstances of the task at hand and to understand the client's wishes and expectations in a particular practice scenario. This journey of client interaction, communication and clinical service starts from the first point of contact with the practice, through the Veterinary Surgeon providing an opinion and/or delivering treatment to invoicing for the services provided and arranging future management plans. Poor communication, processes and record keeping can expose the practice and/or the individual Veterinary Surgeon to complaints. Similarly, when complaints do arise, whether they be verbal or written, how, when and by whom they are handled may be the difference between a swift, mutually acceptable amicable resolution and the loss of a client, receiving a Claim of professional negligence or even a RCVS complaint.
This talk will discuss the Society's experience in assisting our members in handling and then reducing and hopefully helping to ultimately prevent complaints in equine practice at any stage along that journey of interaction between a veterinary practice and their clients. An effectively and empathetically managed complaint can be as beneficial to both practice and client, as a perfectly managed clincial case with the desired outcome.

• An opportunity to consider and develop strategies for both minimising client complaints and dealing with them effectively when they do arise.