Veterinarians and Complaints

It’s difficult for any professional to accept complaints, and veterinarians are as sensitive to them as any other business person. To help veterinarians handle complaints, Dr. Rubin developed the following suggestions, which have been reprinted many times in the Florida Veterinary Medical Association Advocate:
1. Be prepared.
2. Be objective.
3. Accept responsibility.
4. Don’t beat around the bush.
5. Express understanding.
6. Work with another person present to increase accuracy of recall and to reinforce calm.
7. Discuss problems in quiet so that no one is embarrassed in public.
8. Listen with intent.
9. Avoid being judgmental.
10. Accept the other person’s feelings. Feelings are real even if irrational.
11. Don’t take things personally.
12. Offer something so that the focus is on what can be done.

These suggestions are not just for veterinarians. It’s equally helpful for pet owners to be objective, to listen, and to avoid being judgmental when making a complaint. When upset, it's easy to become angry, but aggression and hostility don’t solve problems. If problems aren’t being addressed properly, rather than become aggressive or hostile--take your complaint to the state veterinary board for resolution. The laws in many states require that contact information for the state veterinary board is posted in the clinic. If this information isn’t available from the clinic, find it through the American Veterinary Medical Association at www.AVMA.org.

Whatever your complaint, feel confident that your concerns will be addressed in a professional, civil manner. Veterinarians are coached to adopt this approach, and state veterinary associations have guidelines that lead toward civil, peaceful resolutions of pet owner complaints. The only thing that would be better is to have no complaints. And, looking at the list of suggestions, aren't there several that would prevent misunderstandings in the first place?