An audit of complaints may be a useful exercise
The Board suggests that a periodic review of concerns and complaints received from clients may be a useful exercise for veterinary practitioners.
What complaints have you received in the last quarter and what were they about? Who were they from? Can you identify any patterns or recurring concerns?
If they were about communication:
- What type of communication was the complaint about - verbal in a consultation, written communications, consent forms?
- At what point in the communication was the complaint about - before, during or after delivery of services?
- What was the complaint about - treatment options, services delivered, what happened during treatment, care after treatment, prescriptions, treatment costs?
- Is there any information you are communicating that people may find difficult to understand?
- Is there any information you are not communicating that you need to communicate?
After conducting a review of complaints, especially if you identify any recurring issues, consider what you could do to address and prevent similar complaints.
Here are some possible actions you might take:
- Create checklists to make sure you cover everything that needs to be communicated with a client at various times.
- Produce written information to give clients about particular conditions, treatment options and care requirements.
- Give clients more information about treatment costs.
- Review consent processes and forms.
- Check in regularly with your team about any issues identified or development they need, and arrange training for yourself and the team.
The Board acknowledges that it is not always possible to prevent complaints, but sometimes they can be resolved before they escalate - especially if you have considered the types of complaints you tend to receive and thought in advance about how you might address them.
Relevant guidelines