Having been in the roll of Registrar for a year and a half, I can say that there are definite patterns in cases that have led to a complaint by a member of the public.  We have a few tips that may help you in preventing a difficult case from becoming a complaint to the CVBC.

Don’t practice in isolation

• Actively seek feedback from your peers
• Make sure your clinical skills are up to date
• Keep informed on CVBC communications – i.e. don’t unsubscribe from CVBC eblasts 😊

Create and support a positive workplace

• Treat everyone with respect and ensure that your staff do the same. This includes other registrants.
• Keep professional boundaries
• Encourage continuous learning and opportunities to improve
• Don’t delegate management responsibilities to someone else
• Ensure the veterinarians is responsible for termination of a Veterinary Client Patient Relationship

Familiarize yourself with CVBC Ethics and Standard requirements

• Part 4 of the CVBC Bylaws – Ethics and Standards
• Standards, Guidelines and Policies
• Ensure that staff are aware of the above

If you are a designated registrant, familiarize yourself with the duties of being a designated registrant

• Section 3.6 of Part 3 of the CVBC Bylaws
• Division 4.1; section 232; section 246; section 247 of Part 4 of the CVBC Bylaws
• As the designated registrant, you are responsible for
  • Ensuring that staff comply with the Veterinarians Act and CVBC Bylaws.
  • Ensuring that your practice or facility and any equipment, supplies, records or documents comply with the CVBC’s Accreditation Standards.
  • The marketing and advertising for your facility, unless the owner of the facility has delegated marketing and advertising to another registrant.
  • The retention and security of medical records.

Get Informed Consent as defined in section 211 of Part 4 of the CVBC bylaws

• Make sure clients are capable of giving informed consent
• You must ensure that the client understands what they are consenting to.
• Always ensure you outline
  • The condition or differential diagnosis
  • The nature of the proposed service
  • All treatment options, and their risks, benefits, and potential complications and side effects
  • Consequences if treatment is not provided
  • Who will be providing the treatment
  • Follow up care requirements
  • Cost estimate of the services
• Document your discussions with the client along with the treatment plan

Ensure good communication

• Take the time to speak to your clients and address concerns that they may have, even though you are busy. Taking time to address an issue in the moment will save much more time further down the road if you receive a complaint
• Make sure your clients are well informed about their animal’s health, as well as variables that may impact the treatment plan and costs
• Use the 24 hour rule – do not send angry or defensive emails, letters, or make or respond to social medial posts in the heat of the moment. Allow enough time for you to reflect on the situation
• Always use professional language in communication
  • All cases should be put in writing and should document communications with the client, including the treatment options, risks and benefits reviewed with the client
  • Confirm informed consent – a careful reviewing and signing of the treatment plan helps to confirm the understanding of the client
  • Any concerns you may have with the chosen treatment plan and the basis of your concerns that were discussed with the client
  • Any other pertinent communications with the client

If you sell or close your practice for any reason

• Notify your clients
• Advise where medical records can be accessed for your clients
• Ensure clients are aware of where they can seek care
• Notify the CVBC

Do not continue with or take on clients with whom you cannot maintain a good VCPR

• Familiarize yourself with the VCPR Standard and Guidelines which include information on how to maintain, but also how to terminate a VCPR appropriately
• Don’t agree to a treatment plan that you are not comfortable with as a professional
• However, you must provide a client with adequate notice of the termination of the VCPR, allowing the client a reasonable amount of time in which to arrange for care with another veterinarian. This includes designating a period of time for which services will be provided, and ensuring the appropriate transfer of medical records and other relevant information

Be proactive

• If there is a concern, deal with it
• Develop a facility policy for how to deal with unhappy clients which should include:
  • Expectations for staff demeanor
  • Steps to take to address client concerns
  • Notification of the veterinarian
  • Use your website as a means to communicate office policies with clients

If something happens and there is an unexpected outcome, immediately inform the client and explain what the options are and document the discussion in your medical record

• Failing to inform the client or ignoring an issue or unexpected outcome will not improve the situation
• Provide materials for clients of what can be expected