Bescoby Equine Vets Complaints Procedure
Bescoby Equine Vets is committed to using comments (either positive or negative) from clients to continuously monitor and improve the services we provide. We appreciate feedback and hope that clients will approach us when standards of care and service either exceed or fall below expectations. The Directors review all comments received from clients and the information is then forwarded to and discussed with appropriate staff so that we can continuously improve the quality of services that we offer.
Verbal complaints
When verbal complaints are made at the time of a visit or over the phone, we will make a note on the client record and ensure the Practice Manager & Directors know. The relevant staff member will also be notified. If necessary, the whole staff will be informed (keeping the client anonymous if appropriate) so that the same mistake (if relevant) is not made again.
Written complaints
Please include the following information to help us investigate the problem:
Your name, address and animal’s name;
What happened? Tell us about the nature of the complaint;
When did this happen?
Where did it happen?
Who was involved?
What would you like the outcome to be?
On receipt of a complaint in writing, a letter of acknowledgement is sent out by the Practice Manager or a Director immediately. There is then consultation between the staff member(s) involved and a Director. A response is drafted and agreed by all before being sent to the client within 14 days of the initial complaint being received.
When we look into your complaint, we will:
Find out what happened and if anything went wrong;
Provide an apology where appropriate;
Identify what we can do to ensure the problem does not occur again.
Decisions as to whether the VDS are informed prior to a reply or whether it is appropriate for the client to remain with the practice is made by the Practice Manager & Directors.
More serious complaints, or if a client feels their complaint is not satisfactorily resolved via our internal complaints procedure, are dealt with by the VDS in consultation with the RCVS according to their procedures.
