It is inevitable that there will on occasions by misunderstandings regarding treatment, payments or emergency cover. Most misunderstandings can be avoided by clear explanations about practice policies, treatment schedules and cost of treatment before a case is admitted or a course of investigations or treatment embarked upon. However, if a client has a complaint, the following procedure should be followed:

• Remain calm and polite
• Listen to the problem
• Try not to interrupt the client
• Acknowledge the issue raised
• Reiterate the perceived problem, as you understand it
• Do not attempt any explanation for the practice’s action
• Complete a practice complaint form (see tier two, section 2.4) and ensure that the client is happy with what it says
• Assure the client that the matter will receive attention immediately
• Give the client a realistic indication of exactly when he or she will receive a letter or telephone call
• Contact an appropriate member of staff (partner or practice manager) with the full details of the complaint

In the event of a client becoming abusive staff should:

• Not put themselves at risk
• Remain polite but firm
• Seek assistance from a senior member of staff

If the situation is dangerous, call the police and/or use the panic alarm

The Veterinary Defence Society Ltd produce a very useful booklet “Complaints and dealing with them”, available to members on their web site at www.veterinarydefencesociety.co.uk.

If a complaint is made against the practice, it is imperative that you contact your professional indemnity insurer at the earliest possible opportunity and follow scrupulously their advice on how to proceed in preference to any other advice.

For that reason, the only resources listed here are for those deeply distressed by the allegations made against them. You might also like to review the section on depression and stress.

• Vet Helpline on 07659 811 118 (local call rates apply, 24hr rapid response answer phone). Friendly people with intimate knowledge of the veterinary profession are there to talk to you in complete confidence about whatever is troubling you.
  
  
• Samaritans is available 24 hours a day to provide confidential emotional support for people who are experiencing feelings of distress or despair, including those which may lead to suicide.
  Tel: 08457 90 90 90
  Website: http://www.samaritans.org/