Regions Now: Mediation techniques to help manage complaints in practice

This session highlights trends in veterinary practice complaints over the past 12 months, and how these can provide insight and inform client care quality improvement within practice. As we look forward beyond 2020/21, the VCMS looks at how complaints during the pandemic highlight the causes and triggers for complaints, and more importantly provides guidance on what we can do within teams to prevent these scenarios and to de-escalate them when they arise.