Feedback and Complaints

Feedback

Veterinary Specialists Scotland welcomes feedback from pet owners and referring veterinary surgeons. We aim to offer all round excellence in care. If there is anything you think we did extremely well or if there is anything you think we could do better, please let us know.

If you would like to give us any feedback at all, please email us: feedback@vetscotland.co.uk

Complaints

While we hope for positive comments about our service, we always view complaints as an opportunity to learn and improve for the future, as well as a chance to address the concerns of the person(s) making the complaint. We would encourage any initial concerns or complaints to be raised directly with us, either by telephone or in person to allow a speedy resolution.

If this does not resolve matters to your satisfaction, or you would prefer formal contact, please see our Complaints Policy.

Complaints Policy

  • to provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint;
  • to publicise the existence of our complaints procedure so that people know how to contact us to make a complaint;
  • to make sure everyone at Veterinary Specialists Scotland knows what to do if a complaint is received;
  • to make sure all complaints are investigated fairly and in a timely way;
  • to make sure that complaints are, wherever possible, resolved and that relationships are repaired;
  • to gather information which helps us to improve our service.

Definition of a complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Veterinary Specialists Scotland.

Where complaints come from

Complaints may come from any member of the public, but complaints relating to a registered client, must be received directly from the client.

A complaint regarding the level of service, or the accounts process can be received by email, or in writing, within 2 months of the event. Complaints received outside of this time frame will not be investigated unless the complaint is in relation to the professional conduct of a member of staff.

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Contact details for complaints

Written complaints should contain full details and accompanying evidence (if relevant) and should be sent to Clinical Director, Veterinary Specialists Scotland at 1 Deer Park Road, Livingston, EH54 8AG or by e-mail to feedback@vetscotland.co.uk.

The Process

Stage One

  • We aim to acknowledge the complaint within 7 days of receipt
  • The complaint will be investigated by the relevant department
  • We aim to provide a definitive reply within 4 weeks of receipt of the original complaint. If this is not possible because, for example, an investigation has not been fully completed, a progress report will be sent with an indication of when a full reply will be given
  • The reply will describe the action taken to investigate the complaint, the conclusions from the investigation and any action taken as a result of the complaint

Stage Two

  • If the complainant feels that the problem has not been resolved satisfactorily at Stage One, they can request that the complaint be reviewed by the Clinical Director
  • We aim to acknowledge the request for review within 7 days of receipt
  • The Clinical Director will review the complaint, the investigation completed at Stage One and perform any further investigations they feel necessary
  • We aim to provide a definitive reply within 4 weeks of receipt of the request for review. If this is not possible because further investigation was required and this is on-going, a progress report will be sent with an indication of when a full reply will be given
  • Whether the complaint is upheld or not, the reply will describe the action taken during the Stage 2 investigation, the conclusions from the review, and any action taken as a result of the review
  • The decision taken at this stage is final

Monitoring and learning from complaints

Complaints are reviewed annually to identify any trends that may indicate a need to take further action.