What do I do if I receive a complaint?

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What do I do if I receive a complaint?

Complaints are an unfortunate but inevitable part of practice, and they can occur no matter how diligent or experienced you are. Recognising them and dealing with them appropriately is important to try and avoid escalation and to resolve them quicker and to the satisfaction of everyone involved.  

The VDS team have many years of experience working at the coalface of veterinary practice, so we know that there’s nothing worse than the sinking feeling in the pit of your stomach when a complaint first arises, whether it comes through a difficult conversation with a client or if it arrives unannounced in the post or an email.

In this article, we’ll discuss what constitutes a complaint, what to do when a complaint first arises and how to go about providing resolution.

Read the full article | 6 min read (VDS member log in required)