CRVS Complaints Policy

Introduction

Complaints usually fall into 2 categories:

• A client feels that they have been treated inefficiently or with discourtesyor
• A complaint regarding alleged clinical negligence in connection with the treatment of ananimal.

Procedure

If a complaint has been made against any member of staff at the surgery or alleged negligence against the treatment of an animal the complaints policy must be adhered to. This is as follows:

• All complaints must be logged and recorded in the complaints book which is located at the reception desk.
• The recorded complaint must include: the date on which the complaint has been placed, the name and contact details of the person making the complaint, a detailed log of the nature of the complaint.
• The complaint must be reported to the senior veterinary consultant and then must be actioned.

We aim to respond to all complaints with in 3 working days.

The senior veterinary surgeon or head nurse is responsible for dealing with complaints. All staff members must refer the complainant to one of these two individuals regarding all further communication

Simple complaints may be resolved via a phone call and the information logged on the clients record.

More serious complaints must be responded to in writing and a copy of the communication attached to the client’s record.

Where the compliant relates to alleged negligence the matter must be reported immediately to the Conway Road Veterinary Surgery professional indemnity insurers. The guidelines provided by the insurers must be followed.

• If the complaint cannot be resolved in house, or the party making the complaint does not wish to resolve it with the senior veterinary consultant, then the details of the Royal Veterinary College will be passed on to the party making the complaint. This will be in the form of the RVC website address for online information or the phone number if online access is not available. Royal College of Veterinary Surgeons: 020 7222 2001.