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Posted: 25th March 2021

Separation anxiety leads to increased client complaints during pandemic
Communication and active listening was advised as key when presented with a complaint
Trends in veterinary practice complaints over the past 12 months were discussed at BSAVA Congress 2021

The Veterinary Client Mediation Service (VCMS) presented an insightful lecture at this year’s BSAVA Congress. Led by Jennie Jones, head of veterinary client mediation at the VCMS, the lecture highlighted trends in veterinary practice complaints over the past 12 months, and how these can provide insight and inform client care quality improvement within practice.

The lecture began by demonstrating the sharp increase in complaints received by the VCMS from May 2020, relative to the previous months of 2019-20. Interestingly, it was noted how the first two months of the Covid-19 pandemic in the UK (March and April 2020) did not coincide with an increase in complaints, and this may be attributed to the initial collective enthusiasm of the nation to support key and critical workers.

As the pandemic continued into the summer – beyond what was initially expected – and families began to struggle more than ever, it was explained how an increase in separation anxiety between pet and owner may have escalated client apprehension and misunderstanding when handing over animals into veterinary care. “Fear and anxiety have been amplified this year,” said Jennie, “and fear is a barrier to listening”.

Jennie went onto explain how the removal of client waiting rooms – owing to social distancing measures – and the use of face masks potentially heightened client anxiety, and encouraged practices to consider additional methods of reassuring pet owners during consultations.

Jennie also advised that communication and active listening is key when presented with a complaint, and to aim to establish a space for compassion, perspective and respect.

The lecture acknowledged the stress experienced by a practice when a client complaint is received, and reassured attendees that the trend of complaints received was prevalent across the industry. “We need to give ourselves a break” emphasised Jennie. “You are not alone in receiving an increase in complaints.” 



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