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RCVS Academy supports veterinary professionals to manage complaints and client communication

With increasing public attention on veterinary services, including with the recently concluded investigation by the Competition and Markets Authority (CMA), supporting veterinary professionals to communicate effectively with clients and navigate complaint resolution has never been more important. The RCVS Academy continues to provide practical learning resources to help veterinary teams build confidence in managing complaints, responding compassionately to concerns, and understanding regulatory processes.

Date Published:
Lifelong learning
Practices

Handling client concerns and complaints can be one of the most challenging aspects of working in practice. To support veterinary professionals in these situations, the Academy offers several courses focused on developing the skills needed to respond constructively and professionally.

The ‘Resolving complaints in practice’ course explores strategies that practices can use to prevent complaints from arising and manage them effectively when they do occur. The course focuses on practical approaches to complaint handling, helping teams develop processes that encourage open communication and constructive resolution.

To continue learning on this topic, the ‘Complaints: Communication, confidence and compassion’ course features interactive scenarios, allowing learners to explore realistic complaint situations and consider how to respond with professionalism and confidence.

For some veterinary professionals, concerns raised about their conduct may lead to interaction with the RCVS concerns process and we recognise that this can be a worrying time. The Academy’s ‘Concerns process’ course explains the different stages of the RCVS concerns process, including how concerns are assessed and what may happen if a case progresses. By providing clear and accessible information, the course aims to help veterinary professionals feel more informed and give an idea of what to expect from the process.

The Academy will soon be launching a new short course designed for veterinary professionals who may be asked to provide evidence as a witness at a Disciplinary Committee hearing. The course will explain what to expect at each stage of the process and aims to reassure professionals about their role during the course of a hearing.

As discussions around transparency, communication and client expectations continue across our professions, these courses form part of the Academy’s ‘Client Engagement’ category, supporting veterinary teams to respond to concerns effectively and maintain trust with clients. Complementary courses within the ‘Culture and Wellbeing’ category also recognise the emotional impact that complaints can have, offering support to professionals to look after their own wellbeing.

You can access the Academy at academy.rcvs.org.uk using your MyRCVS login details.

If you have any questions or feedback, please contact us at [email protected]

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