Managing complaints post CMA, what do you need to know?

The recent CMA review has brought significant changes including a new requirement for all small animal practices to have a standardised complaints process, including mandatory participation in mediation where appropriate. This session will explore what this means in the consult room and what vets, veterinary nurses and practice managers need to understand about CMA expectations, how to handle complaints effectively and transparently and how to prepare for and participate in mediation constructively.

• Understand the mediation process and prepare to ensure a successful outcome following mediation
• Describe a standard approach to client complaints
• Design your practice's standard complaints procedure