RCVS Academy launches new course to support veterinary professionals dealing with complaints

The RCVS Academy, a free digital learning platform for the veterinary professions, has launched a new, scenario-based course which aims to demonstrate the application of skills to avoid and resolve complaints. This is the second course within the ‘Concerns support’ section of the Academy, which builds on the earlier course and aims to empower learners to respond to complaints with confidence and compassion.

Developed in partnership with the Veterinary Client Mediation Service (VCMS), the course uses practical examples, based on real-life experiences. Working through the scenarios, the course shows the veterinary team how to assess complaints from a client’s perspective and find out how building client relationships can help to defuse complaints.

Jennie Jones, Head of VCMS, said: “It was a great pleasure to work collaboratively with the RCVS Academy on this project. Leveraging insights from the VCMS and involving our entire team with its production has enabled us to develop highly effective materials that ensure veterinary professionals are well-equipped to manage complaints.”

The course takes just one hour to complete and is free to access via the RCVS Academy using the My Account login details available to all members of the professions. Other courses in areas such as leadership and management, ownership disputes, and principles of delegation are also available via the Academy.

Learning content on the Academy is developed by the RCVS and offers the ability to plan and track learning. QR codes and direct links make it simple to record and reflect on what members of the professions have learned in the RCVS 1CPD platform, which all members of the profession must now use in order to meet the RCVS continuing professional development (CPD) requirements.

Anyone with any questions or feedback for the Academy please contact academy@rcvs.org.uk.

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