The Veterinary Client Mediation Service (VCMS), delivered by Hertfordshire-based Nockolds Solicitors’ alternative dispute resolution (ADR) team, has outlined the advantages and disadvantages of online and remote prescription dispensing for veterinary practices, as well as owners and their pets. The information, presented on the VCMS website, anticipates the possible complaints that may arise as a result of this service, provides guidance from both perspectives to aid consumer informed choice, and explains how mediation is an effective method of resolving such complaints.
With experience in handling veterinary complaints since its inception in 2016, the VCMS is well-positioned to provide advice on this matter, pre-empting the number of complaints that are likely to arise with the popularity of online and remote prescription dispensing for animal medicine during the COVID-19 lockdown. In March 2020, in response to the pandemic, the RCVS eased prescription restrictions, allowing vets to prescribe medication without physical examination. The guidance was reviewed in June 2020, and will be reviewed again in September 2020.
Many vets have temporarily closed their physical premises to clients during this time, instead offering a remote consultation service with only animal patients entering the practice. Online and remote prescriptions are nothing new, but these have become both a necessity for clients who are at risk of contracting COVID-19, and a convenience for those who are working from home or looking after dependents.
The VCMS has seen an increase in concerns referred to the service involving prescriptions and dispensing medication such as:
- Client concern that the medication was incorrect or unnecessary (misdiagnosis concern);
- The vet concluding they cannot prescribe a treatment based on a telephone, video or photographic consultation and the need for a in person consultation;
- The cost of providing a prescription;
- The cost of the prescription itself;
- The client being unaware of the ability to purchase medication elsewhere following a diagnosis.
Mediation can provide a cost-effective and conflict-free resolution for all of the above complaints. In these unprecedented times, when physical communication between vet and client is at a minimum, both parties can find it very difficult to efficiently deal with and resolve a complaint remotely, which can lead to confusion, emotional exchanges, pursuit of legal advice and the end of the practice/client relationship. Mediation offers an alternative method of resolving complaints, using an impartial mediator to help both parties settle the issue without going to court.
Jennie Jones, Head of VCMS and Partner at Nockolds Resolution, said, “The COVID-19 pandemic and subsequent lockdown period has impacted many pet owners and veterinary practices. The increased use of remote consultations, and online and remote prescription services has been a great help to many during this time, but it also has its challenges as we all adapt to different ways of working. At the VCMS, we are well-equipped to take on complaints that eventuate in these circumstances, drawing on our past experience with prescription-related grievances and their resolution.”
During 2018-19, the VCMS concluded 88 percent of complaints mediated using a proven ADR process developed by Nockolds Solicitors. The Service anticipates a rise in prescription-related complaints, and welcomes communication from practices and clients regarding these or any other vet-related complaints. Jennie Jones is available for comment on mediation during COVID-19 and other ADR-related issues.
