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Complaints Protocol PDF

The document outlines a complaints protocol for a veterinary clinic. It involves staff initially trying to resolve any verbal complaints made in branch. If unresolved, the client is instructed to file a written complaint. A coordinator then collects statements, requests reports, and sends information to the Clinical Director and Practice Manager to determine if the complaint is clinical or non-clinical in nature. A draft response is written and approved through various channels before the response is sent to the client, with options provided if they are not satisfied with the response. The complaint is then closed and filed.

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Vicentiu Predescu
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73 views1 page

Complaints Protocol PDF

The document outlines a complaints protocol for a veterinary clinic. It involves staff initially trying to resolve any verbal complaints made in branch. If unresolved, the client is instructed to file a written complaint. A coordinator then collects statements, requests reports, and sends information to the Clinical Director and Practice Manager to determine if the complaint is clinical or non-clinical in nature. A draft response is written and approved through various channels before the response is sent to the client, with options provided if they are not satisfied with the response. The complaint is then closed and filed.

Uploaded by

Vicentiu Predescu
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Client makes verbal

complaint in branch
TVCG
Complaints protocol Staff member tries to
resolve complaint

Yes No
No further Client instructed to write to Dyas or
action email [email protected]

Complaint resolved? Complaints co-ordinator


• Informs client of 14 day waiting period
• Collects statements from all involved

Co-ordinator No
• Requests outstanding reports All reports available?
• Informs client of delay

Yes
Co-ordinator sends all reports and
clinical history to CD and PM

Clinical CD +/- PM decide on


CD writes draft response
nature of complaint

Co-ordinator submits text to VDS

Non-clinical

CD rewrites response No Does VDS agree


SLT member writes draft response
content of response?

Yes

Co-ordinator sends response to client SLT agree response

Client is informed of options


Is client content
No • Appeal to IVC
with response? • Complaint to RCVS
• Make claim in Court

Yes

Agreed actions taken Response from appeals


awaited

Complaint closed and filed

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