Purpose
The purpose of this policy is to ensure that all complaints received by the veterinary hospital are handled promptly, fairly, consistently, and professionally. Complaints provide valuable feedback and enable the practice to improve the quality of care and service provided to clients and their animals.
Scope
This policy applies to all written complaints received by the practice, including those submitted by:
- Letter
- Online forms
- Social media direct messages (where appropriate)
- Any other written communication
This policy applies to all employees, veterinary surgeons, veterinary nurses, reception staff, and management.
Definition of a Complaint
A complaint is any expression of dissatisfaction relating to the services provided by the practice, the conduct of staff, communication, fees, clinical care, or any other aspect of the client experience where a response is expected.
Receiving a Written Complaint
Upon receipt of a written complaint:
- The complaint must be forwarded to the Practice Manager or designated Complaints Officer on the same working day.
- The complaint must be acknowledged within 3 working days of receipt.
- A complaint record must be created and logged in the Complaints Register.
- A copy of the complaint must be uploaded to the relevant patient's clinical record.
Recording Complaints
All written complaints must be recorded accurately and confidentially.
Information to Record
The Complaints Register must include:
- Complaint reference number
- Date received
- Client name
- Patient name and ID number
- Contact details
- Method of complaint (email, letter, etc.)
- Summary of complaint
- Staff members involved
- Investigating manager
- Actions taken
- Date acknowledged
- Outcome
- Date closed
- Any lessons learned or follow-up actions
Storage of Records
- Complaint records must be stored securely in accordance with GDPR and practice confidentiality requirements.
- Copies of complaint correspondence must be saved in the practice management system.
- Complaint records should be retained in accordance with the practice's document retention policy.
Investigation Process
The designated Complaints Officer or Practice Manager will:
- Review the complaint and relevant clinical records.
- Obtain statements from staff involved where necessary.
- Review any supporting documentation.
- Seek clinical input from the responsible veterinary surgeon when applicable.
- Maintain an objective and impartial approach throughout the investigation.
Response Times
- Written acknowledgement: within 3 working days
- Full investigation and response: within 10 to 20 working days, where possible
- If the investigation is delayed, the complainant will be updated with an explanation and revised timescale.
Written Response
Responses should:
- Thank the client for raising their concerns.
- Acknowledge the issues raised.
- Summarise the findings of the investigation.
- Explain any actions taken or proposed.
- Apologise where appropriate.
- Advise the client of any further escalation routes if they remain dissatisfied.
Escalation
If a complainant is dissatisfied with the outcome, the complaint may be reviewed by the Practice Director or Senior Management Team.
Where appropriate, clients may also be informed of external avenues available to them, including:
- Royal College of Veterinary Surgeons (RCVS)
- Veterinary Client Mediation Service (VCMS)
Learning and Continuous Improvement
The Practice Manager will review complaints regularly to:
- Identify recurring themes
- Improve procedures and protocols
- Address training requirements
- Enhance client experience and patient care
Complaint trends should be reviewed at management meetings at least quarterly.
Confidentiality
All complaints will be managed confidentially and shared only with individuals directly involved in investigating and resolving the matter.
Staff must not discuss complaints outside of the formal investigation process.
Responsibilities
All Staff
- Report and forward complaints promptly.
- Cooperate fully with investigations.
Practice Manager / Complaints Officer
- Maintain the Complaints Register.
- Investigate complaints.
- Ensure timely responses.
- Monitor trends and implement improvements.
Clinical Staff
- Provide information required during investigations.
- Participate in learning and corrective actions where necessary.