Houston we have a complaint.... From first contact to next steps: navigating complaints with confidence
Receiving a complaint can feel daunting but knowing what to do next can make all the difference. Join VDS’s Dr Freya Rooke and Sophie Lawson MRCVS as we follow a veterinary complaint from the moment it lands in the practice, exploring the twists, turns and decisions involved along the way. Using a realistic case study, we’ll unpack best practice at each stage of the complaints-handling process, from acknowledging concerns and investigating what happened to communicating effectively, responding appropriately and navigating situations where resolution isn't straightforward. This session will explore when to contact VDS, what support is available and what to expect from the process. Whether you're new to handling complaints or looking to refine your approach, this engaging session will help you navigate challenging situations with greater clarity and confidence.
- Understand the key stages of the veterinary complaints-handling process, from initial receipt through to resolution or further escalation.
- Apply best-practice principles to investigate complaints, communicate effectively with clients and formulate an appropriate response.
- Recognise when to contact VDS, what support is available and what to expect from the process.
- Navigate challenging complaints, including situations where resolution isn't straightforward, while identifying opportunities for learning and improvement.
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