Dealing with Client Complaints

Even the most dedicated vet in the world will have to deal with client complaints at times. Some may result from misdiagnoses, complications of treatment or surgeries, or unsatisfactory outcomes of cases.  Many result from lack of understanding on the clients part, or poor communication from the veterinarian's side, or simply because the client was not treated with enough empathy, consideration or respect. Money often raises its ugly head.

Clients have certain expectations of their veterinarians, over and above the knowledge, skill  and equipment required to heal their animals. The presentation of the building, its surrounds and the staff are most important. I have heard of complaints and comments about peeling paint, dead pot plants  barefoot veterinarians, dirty fingernails, blood on the vets elbow, newspaper cutouts reflecting a personal political agenda in a waiting room, waiting room too small, too untidy, smelling of dogs, etc.

It is most important to present your premises and yourself as well as you can at all times! Have mirrors in non public areas  or rest rooms where vets can quickly check their hair before going to see a client. Even a neat ponytail can unravel under a surgical cap, or after a long day at work!  Do check for blood spatters on your face or person as well!
Always dress neatly and professionally, and wear neat, practical closed shoes (preferably not brightly coloured running shoes). Check the underside of your forearms when washing up after surgery or treating messy wounds or animals.

Pay attention to the general appearance, cleanliness and neatness constantly  You may get used to that dead pot plant by the front door, but a client notices it. Everything about you and your clinic should proclaim that you care! Wall decorations should be neat, tasteful and professional. Unlaminated posters soon look tatty. Too many informative posters also look confusing and too busy. Strive to create a sense of calm. Clean up any animal messes immediately. Use air fresheners and have good ventilation in your building if possible.

Most complaints can be avoided in the first place by clear explanations in plain language about an animals condition, diagnosis and differential diagnoses. Make sure that the client understands what you are saying. Use a whiteboard to sketch and explain things. Explain what you believe the best course of action will be for the sake of the patient. Be clear about the planned treatment schedule and its cost. Avoid disclosing only the initial cost, and then surprising the owner with a much higher bill later. If other tests or procedures become necessary during the course of treatment, it is most important to clear these with the owner first.

Keep thorough records.

Speak common words. Many clients do not know medical terminology. Look the owner in the eye when addressing him or her. As a vet we are often focused on the animal, as we should be, but do not forget the owner! They are concerned about their animal, and need to be reassured that you care about them as well.
Touch the animal gently early on in the consult and often. Be kind to the owner and the pet. Encourage questions and answer them. Practice your powers of observation. Examine the animal before rattling off a list of DD's. Keep an open mind - maybe your first diagnosis is not the right one!

Look after yourself. If you are ill, take time off. You may feel it is dedicated to go to work even when sick, but you cannot give your best and your clients will feel that they are not getting their money's worth, plus they do not wish to catch your cold or flu.

When things go wrong and clients complain, it is most important to remain calm and professional and address the problem methodically and quickly. Do not play the blame game and do not try to defend the practice or the vet. Solving the problem effectively can create happy clients and even generate referrals.

1. Respond to the letter, e-mail, phone call, blog post or tweet as soon as possible, no matter how outrageous. Listen to the client carefully to understand the problem, rather than the emotion clouding the issue. Try not to interrupt the client. If a client is making a scene in the waiting room, attempt to move the conversation to a more private place.

2. Attempt to understand the situation. Acknowledge the issue raised. Reiterate the perceived problem as you understand it. Do not take it personally, even if the client is personal and insulting. Do not react defensively, even if you feel wronged. Keep an open mind. Write down anything you think is important and ask questions to clarify the issue. Do not attempt any explanation for the practice's action at this stage.

3.If the practice has a complaint form (it should), complete the form and ensure the client is satisfied with what it says.

4. Offer an apology, regardless of your opinion. You can always say "I am sorry you are upset", "I am sorry you feel this way", "I am sorry, that was not our intention", "I am sorry that this has caused you distress", etc.
In some instances a more specific apology may be seen as an admission of guilt, so from a legal point of view one should be careful. However, the examples mentioned expresses your sympathy and may have a calming effect.
5 Always remain calm and composed and do not raise your voice, In fact it is advisable to speak slower and softer than normal. Do not become irritable, remaining calm will help prevent you from saying something you might regret and which may have detrimental effects for the business. If you do become angry or irritated, tell the client you will call back, and take some time to calm down first.
6. Remain optimistic. Focus on what you can do to help, rather than on what you cannot do.
7. Consider the future of the business. Show genuine concern and a desire to resolve the issue. You do not want to damage the reputation of the business by becoming defensive and retaliating in kind to a rude or unreasonable client.
8. Keep your client in the loop. If you are unable to resolve the situation immediately, let the client know, and then keep them informed of the progress and explain how you are tackling the problem.
9. Own the problem. If you can , solve it yourself. If not, delegate it to the person involved or responsible. If you were the first point of contact the client will want answers from you, so follow up.
10. Work out a similar problem may be prevented in future. Make a note of lessons learnt and adapt protocols if required.
11. If a problem is serious and you are unable to resolve it, consider getting legal advice for impartiality and a new perspective on the problem.
12. If the client becomes abusive or threatens violence, staff should consider their physical safety first. Remain polite, but be firm. Indicate that it might be best for the client to return to discuss the issue when they have calmed down.
Seek assistance from a senior staff member.
If the situation is dangerous, call the police and//or use the panic alarm.
You are there for your clinical expertise and should not be treated as an emotional punchbag. You have the right to be treated respectfully. If this respect is no forthcoming you do have the right to refuse to engage.
13. Get professional help in case of a serious complaint which may go to a board or a court.