College Connection | Spring 2026
Mediation leads to commitment to improve communications
College Connection | Spring 2026
LEARNING IN PRACTICE
Mediation leads to commitment to improve communications
Case Summary
Three veterinarian members from an emergency facility were involved in treating a puppy with a suspected fever. According to the client, the puppy was hospitalized for three days before being euthanized. The puppy was treated with antibiotics, and needed oxygen support.
On the second day of hospitalization, the client was informed of findings that suggested serious underlying conditions, such as birth defects, a heart murmur, or poor bone formation. Due to the seriousness of the puppy’ s condition, the client chose to visit the hospital and found the puppy in an incubator.
The client decided to move the puppy to their regular veterinarian the next day. However, their regular veterinarian indicated they didn’ t have the equipment necessary to support the puppy’ s needs. Ultimately, they decided to discharge the puppy and signed a form indicating the discharge was against medical advice. Following further consideration of the puppy’ s condition and animal welfare discussions, they decided to euthanize the puppy.
In their complaint to the College, the client described concerns with communication from the veterinarians involved in the puppy’ s care.
Case Outcomes
The three veterinarians involved in the case and the client agreed to participate in the College’ s Mediated Resolutions Program. With the guidance of a mediator, the veterinarians each agreed to the following changes in their practice.
Veterinarian A
• Provide clients with wellness check-ins when appropriate and when possible.
• Improve communication consistency by breaking down and pacing the communication of medical issues with phrases that reduce tension, including the content and timing of nursing care updates and medical care updates.
• Provide information to explain the process of care as it is related to medical procedures as a point form document explained by the veterinarian.
Veterinarian B
• Improve communication continuity and consistency with a brochure for clients to explain communication touch points, including the content and timing of nursing care updates and medical care updates.
• Provide a private space for the client and patient when appropriate.
• Provide clients with a wellness check-in as part of communication.
• Communication training for all hospital staff including welfare check process, mental health resources, and compassionate connections.
Veterinarian C
• Improving communication by breaking down and pacing the communication of medical issues and be intentional with phrases that reduce tension ie“ saying“ another concern” vs“ one more thing”.
• Provide clients with wellness check-ins when appropriate and when possible.
About the Mediated Resolutions Program
The Mediated Resolutions Program focuses on quality improvement and education. An independent facilitator works with the parties to reach an agreement. This process is useful to resolve complaints involving miscommunication or inappropriate remarks and / or minor standards issues. If either party does not wish to participate in the MRP, the matter proceeds to the traditional complaints process.
Veterinarians have a responsibility to provide safe, quality care. The College assists veterinarians in doing so when matters are reviewed by the Complaints Committee. The public has a right to ask questions about the care that was provided to their animal( s) and this process provides veterinarians with feedback on whether they have met the standards of practice or whether there are improvements needed to mitigate risks in practice. The Committee provides advice or may request a veterinarian enter into an undertaking when remediation would reduce risks and support a veterinarian in meeting the standard of practice. Only the most serious cases, where there is bad intent, incompetence, reckless behaviour, or a history of failure to remediate at-risk behaviour are referred to the Discipline Committee for a discipline hearing to determine if an act of professional misconduct or serious neglect may have occurred. This example is taken from a case that was reviewed by the Complaints Committee and is offered as a self-reflection tool to support veterinarians in understanding how to meet the standards of practice.
Public confidence in veterinary regulation cvo. org 7