Dealing with complaints
Complaints are a part of veterinary life – even in the best practices. Nonetheless, veterinary surgeons and veterinary nurses are often extremely disappointed when someone complains about them. They may feel unsupported when dealing with complaints and be fearful of the consequences of doing so.
The profession is aware of the detrimental effect that complaints have on mental health and is exploring ways to make the process less stressful for all concerned.
However, complaints can offer an opportunity for reflection and to improve the quality of care that the practice is delivering so it is important that individuals try not to take complaints personally and that the practice team works together to deal constructively with complaints.