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The Royal College of Veterinary Surgeons (RCVS) Academy, a free digital learning platform for the veterinary professions, has launched a new, scenario-based course which aims to demonstrate the application of skills to avoid and resolve complaints.
This is the second course within the ‘Concerns support’ section of the academy, which builds on the earlier course and aims to empower learners to respond to complaints with confidence and compassion.
Developed in partnership with the Veterinary Client Mediation Service (VCMS), the course uses practical examples, based on real-life experiences.
Working through the scenarios, the course shows the veterinary team how to assess complaints from a client’s perspective and find out how building client relationships can help to defuse complaints.
Jennie Jones, head of VCMS, said: “It was a great pleasure to work collaboratively with the RCVS Academy on this project. Leveraging insights from the VCMS and involving our entire team with its production has enabled us to develop highly effective materials that ensure veterinary professionals are well-equipped to manage complaints.”
