The Veterinary Client Mediation Service (VCMS) has published its annual Insight Report for 2023 sharing insight gathered from the highest number of mediations conducted to date. The VCMS, dedicated to supporting the relationship between veterinary practices and animal owners, mediated nearly 800 cases this year, achieving an impressive 84% resolution rate.
The VCMS received 3,644 enquiries, maintaining steady activity from the previous year. Of these, 3,629 were concluded, the VCMS supported 60% to raise and resolve their complaints at a local level, with the practice. Where complaint procedures within the practice has been exhausted, the VCMS invites the veterinary practice to mediate. Three-quarters of practices accepted the invitation, and engaged with the mediation process.
The resolution rate climbed to 84%, up from 76% in the 2021-22 period. Resolutions continued to agree financial and non-financial outcomes, but did see an increase in financial resolutions (from 52% to 57%), reflecting a growing focus on value for money among clients.
The report shows a high level of satisfaction, with 93% of veterinary practices and 97% of clients indicating they would use the VCMS again. This demonstrates strong confidence in the mediation process from both sides.
The most common complaints related to the standard of care (57%), customer service (20%), and clinical fees (13%). Complaints regarding surgery complications saw a significant increase of 167%, while issues with insufficient clinical diagnostics rose by 27%.
The VCMS facilitated nearly £100,000 in veterinary fee resolutions. Goodwill gestures, agreed in 28% of resolutions, averaged £315.97.
Jennie Jones, Head of the VCMS, commented, “The consistent engagement from veterinary practices and clients underscores the importance of effective communication and resolution in maintaining trust. The increased resolution rates and positive feedback highlight our ongoing commitment to improving veterinary-client relationships.”
The VCMS continues to advocate for collaborative decision-making and transparent communication, ensuring both veterinary professionals and animal owners are informed and engaged in the care process. The detailed insights and data presented in this report aim to support ongoing quality improvement within the veterinary community.
For further information, please contact Sue Clark on sclark@nockolds.co.uk or on 07919 158962.