College Connection Summer 2024

ISSN 2370-5965 | Summer 2024

Reshaping the complaints process : A look at our progress in key areas

We are excitedly taking the next steps in our legislative reform journey and working to build the new Investigations and Resolutions process described in the new legislation . We are also reflecting on some of the positive changes that we have been able to make in the complaints process .

We know the current process is not working ; a steady increase in complaints and then a spike in complaints over Covid has made the current process unworkable .

The existing legislation requires that the Complaints Committee review all complaints , limits the number of Committee members that can review complaints and does not allow any flexibility to make the process faster .

These factors have led to a process that may take more than two years to complete . This is not in the public interest and not good for veterinarians who are in this process .

While we have been waiting for new legislation , we have anchored our changes to the College ’ s strategic initiative related to focusing our

work on people and context and integrating compassion into our work . We started these changes with a look at the language we use and how we communicate . Our letters were revised to use less legal language and to remind those involved in the complaints process that resources are available at Homewood Health to assist those in need with recognizing that the process may feel stressful .

continued on page 5

New legislation

The Veterinary Professionals Act received Royal Assent in June . The College will soon establish a transition Council that will begin drafting regulations and By-Laws as the College moves towards its new mandate as the College of Veterinary Professionals of Ontario .

Read pages 2 & 3 for helpful information .

cvo . org / modernization

INSIDE Council News 4 Complaints Process 5 Learning in Practice 6 Cultural Humility 7 Discipline Summary 8