Veterinary Client Mediation Service

I am unsure about this service, as I have had little response to my issue from them.
Apr 2nd, 2023

Unable to assist in any manner of way.. pointless advertising this client Mediation service, as funded by the ones your in dispute with Seems like they dont operate in a understanding caring manner to many clients complaints Looking at the poor poor, negative Reviews highlighted Makes many wonder if they are having to many coffee breaks . A very worrying service ???
Feb 7th, 2023

FOXES LOOKING AFTER THE CHICKEN RUN. May 2022 In fact no star evaluation would be the honest and, proper rating in my opinion. This mediation service is doomed from the start, there is no way, you as the suffering client can win. This service is is completely and utterly hopeless, it is not worth wasting time, effort, plus emotional pain, you will still be left either, with your mismanaged animal, and no reparation, or a dead dog and, a bag of ashes as it was in my case. No recompense for your loss and, the expense of trying to rectify the damage done by an incompetent Vet. It is funded by the the Royal College of Veterinary Surgeons . Just don't bother, Report your concerns to the RVCS .
May 13th, 2022

No response to urgent complaint. No one answering the phones - goes to voicemail.
May 9th, 2022

My complaint did not even get to mediation. The Head of VCMS stated in a response to one of the mostly negative Google reviews that around 20% of cases do not result in any mediation at all. VCMS also say that not all cases are suitable for mediation. These arent the wrong kind of complaints. Its just a euphemism for all those cases where the practice refuses to take part (as mine did). 20% is a failure. Or it would be, if VCMS were genuinely a service for customers of veterinary businesses. But its not. VCMS is neither impartial nor objective because it is in bed with the veterinary industry. The RCVS pays for it and the campaign on VCMS's website and social media exhorting consumers to "be nice" to veterinary staff tells you all you need to know about whose side it is on. VCMS talks a lot about not apportioning blame and reaching a win-win resolution. But sometimes things go wrong. Sometimes the wrong decision is made by a vet and there are consequences for both animals and their owners. Vets could learn from this if they chose, but too many decide not to and instead react defensively. Some cancel the customer for having the temerity to complain in the first place, as my erstwhile practice did. It is foolish and disingenuous to pretend that none of this is the case and to imply that if customers would only listen to the practices point of view, problems would just melt away. VCMS proves exactly why voluntary ADR is a complete waste of time. With the RCVS refusing to consider anything other than the most serious cases of malpractice and the toothless amoeba that is VCMS for everything else, customers have no recourse other than pursuing costly litigation through the civil courts. Online reviews of VCMS I've seen indicate that it leaves many people even less satisfied than when they started, which is precisely what ADR should not do. This has also been my experience. Please do not pretend to be sorry or suggest I "contact you to discuss." Why on earth would I want to do that? VCMS offers merely the illusion of complaints resolution. My advice to anyone thinking about using VCMS? Dont. What customers need is for the government to put a stop to letting the industry trade body choose whether and how to deal with complaints. This sham must be replaced with an independent veterinary regulator with statutory powers to set and enforce standards and impartially investigate complaints. Update - another bland cut and paste response from the Head of VCMS. The fact that the industry trade body pays for VCMS means you cannot by definition be entirely impartial. You cannot be a bit impartial. You either are or youre not. I assume from your reply that you dont bother following up on what happens to the complaints that both you and the practice kick to the kerb. Why would you? Neither of you are remotely interested. And just how kind and compassionate do you think it is for a customer to have their request for mediation refused? Why dont you include feedback from these customers in your insights report? Because once again, youre not interested. My sole purpose in writing this review was to save others from wasting time, effort and emotional energy in engaging with VCMS. I hope they take note.
Sep 24th, 2022