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Posted: 2nd September 2020

Rise in client concerns about remote prescribing
The VCMS has seen an increase in client concerns regarding online and remote prescriptions.
Mediation service reports increase in complaints during lockdown.

The RCVS-funded Veterinary Clients Mediation Service (VCMS) has reported a rise in client concerns regarding online and remote prescribing.

The VCMS reports that, since the start of the coronavirus lockdown, it has seen an increase in complaints about the cost of providing a prescription and the cost of the prescription itself. Clients also shared concern about their vet's ability to prescribe treatment without seeing the animal in person, the VCMS said.

Jennie Jones, head of the VCMS, said: “The COVID-19 pandemic and subsequent lockdown period has impacted many pet owners and veterinary practices. The increased use of remote consultations and online and remote prescription services has been a great help to many during this time, but it also has its challenges as we all adapt to different ways of working.”

At the beginning of lockdown, the RCVS eased restrictions on prescriptions, enabling vets to prescribe medication either online or over the telephone The guidance was reviewed and extended in June and will be reviewed again later this month.

Other concerns reported by the VCMS include concerns that the prescribed medication was incorrect or unnecessary, and the client being unaware of the ability to purchase medication elsewhere following a diagnosis.

During 2018-19, the VCMS concluded 88 per cent of complaints mediated using an alternative dispute resolution team. The VCMS anticipates a rise in prescription-related complaints and welcomes communication from practices and clients regarding these or any other vet-related complaints.



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