Veterinary Complaints Roundtable

Course Overview

Veterinary complaints can involve complex combinations of clinical care, communication, client expectations, practice systems and professional risk. When a complaint is being managed within one practice, time pressure and proximity to the situation can make contributing factors or alternative approaches difficult to see. This can leave managers and clinical leaders carrying difficult decisions with limited external perspective. Examining appropriately de-identified cases with experienced peers can bring different perspectives to response, resolution and prevention.

This confidential roundtable meets monthly for six months. Participants may bring appropriately de-identified complaints for discussion, or Cat will provide an example case. Each meeting uses a structured review process to explore contributing factors, response and resolution options, risk-mitigation strategies and opportunities to prevent similar complaints. The ongoing format allows shared knowledge and trust to develop between clinicians and managers from different practices and revisit themes as their experience develops.

Key learning areas:

• Analyse clinical, communication and systemic factors that may contribute to complaints across different veterinary settings.

• Consider practical options for responding to, mitigating and resolving complaints through structured peer discussion.

• Identify patterns and prevention opportunities that may reduce the risk of similar complaints recurring.