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Practice
Trends in complaints
  1. Paul R. Manning1,
  2. Richard Weston2 and
  3. Alan Humphreys3
  1. 1Astonlee Veterinary Hospital, Newport Pagnell, Buckinghamshire MK16 9BA
  2. 2Anrich Veterinary Hospital, 19 Caroline Street, Wigan WN3 4EL
  3. 3Village Vets Centre, 65 Quarry Street, Liverpool L25 6EZ

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WE are concerned about the changes in ways clients complain and the way these are dealt with by the RCVS.

Our perception, as three experienced practitioners, is that the majority of these increasingly time-consuming complaints are about money or the business of veterinary practice. We feel that this needs greater recognition and prominence in the system the RCVS uses for dealing with these issues. We believe from our experience that key common elements of client complaints include:

  • Little or no money – clients not understanding or accepting that there is no free NHS for their animals.

  • Clients not accepting their responsibility. At the time of the consultation with the veterinary surgeon, discussions take place …

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