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However, I have heard Dr. Bob Moore, former president of the RCVS, say that there is very commonly a communication element to most complaints that make it to the formal RCVS complaints process. I've also seen in his writings elsewhere that often the problem is that clients who feel they have cause to complain end up doing so because they did not clearly understand what was on offer.
Despite the difficulties in drawing conclusions from the available RCVS analyses, Bob Moore's comments are based on long experience of the RCVS complaints system. Some years ago he wrote an article on how to avoid complaints arising and you can see the original article, and download a PDF of the full edition pictured below, by clicking here.
I'd recommend reading the original but if you are very short of time then there was a speed-read version included which is worth reviewing:
- Poor communication is often at the root of the problem.
- Saying 'sorry' is not an admission of fault.
- If euthanasia becomes difficult, explain problem to the client and consider taking the patient to another room to avoid distress to the owner.
- Keep accurate clinical records.
- Ensure a consent form is signed, with relevant fee estimate.
- Do not amend consent form once signed, record any later verbal agreement on a separate note.
- A "No home visits" policy is not acceptable - make a case-by-case risk assessment.
- If referring, ensure client is aware of referral vet's expertise and pass on full notes.
- Ensure clients are aware of the arrangements for 24-hour cover.
- Ensure clients are aware of the arrangements for in-patient supervision overnight.
- Do not discipline someone else's animal - some may confuse firm handling with perceived ill-treatment.
- It is sensible not to act for both horse purchaser and vendor.
There's also a more general article on professional complaint handling by Caroline here.