College Connection | Summer 2024
Reshaping the complaints process : a look at our progress continued from page 1
College Connection | Summer 2024
Reshaping the complaints process : a look at our progress continued from page 1
Navigating the process
Our Investigations team has piloted and implemented a navigation component to our work . We start with outreach to complainants before they file a complaint . One of our team members participates in a call with the individual to ensure they understand the complaints process , and sets reasonable expectations regarding potential outcomes . We also answer any questions about the process .
Equally important , we listen to the individual ’ s concerns and in many cases , people value the opportunity to be heard .
During our pilot process , we engaged in 465 calls with individuals who contacted the College to file a complaint . Only 14 % of these callers went on to file a complaint . In our follow-up surveys , these individuals provided positive feedback on their customer service experience .
Recently we expanded our navigation pilot to include veterinarians . Our Community Engagement Strategist spent several months reaching out to veterinarians who had received a complaint . These conversations were an opportunity to answer each veterinarian ’ s questions and provide a link to any necessary supports . Feedback from veterinarians has been positive .
Support for grief
Understandably , a number of complaints come from grief due to the loss of a pet . Our research indicates a number of cases where there aren ’ t obvious concerns about the care , however , people filed a complaint to determine if there was a problem that led to the death of their pet .
With that in mind , we explored resources to support individuals as they process their grief . We work with Homewood Health to deliver a webinar that is offered four times a year . Homewood offers strategies for individuals to manage their grief in a healthy way . This webinar has been offered six times and has been attended by 118 people . This strategy is intended to deescalate the emotion that we see in some complaints .
Learnings
We are attentive to the feedback we receive about the process . Although challenges remain , the results suggest we are heading in the right direction .
We believe a reduction in the number of complaints filed can be attributed to these changes . In 2023 , we received 198 complaints . This is a decrease from the number of complaints we received in 2019 and a significant decrease from the number of complaints we saw in the early Covid years ( 2020-2022 ).
Year
Complaints Filed 2023 198 2022 304 2021 348 2020 331 2019 234
Next steps
Our recent changes have made a substantive difference where we have statutory limitations . These strategies assist in helping the process run more smoothly until we move into the new system . Further , we are using what we have learned to design our complaints process under the new legislation . Increased compassion within our complaints process remains a primary objective as we build our new system .
CONTACT THE COLLEGE
Registrar Jan Robinson , Registrar & CEO registarsinbox @ cvo . org
Shilo Tooze , Deputy Registrar stooze @ cvo . org
President Dr . Wade Wright , President president @ cvo . org
Associate Registrar
Dr . Kim Lambert , Associate Registrar , Quality Practice klambert @ cvo . org
Contact College Staff Find the staff list & contact information at www . cvo . org / contact-us
Program E-mails inquiries @ cvo . org licensure @ cvo . org accreditation @ cvo . org complaints @ cvo . org qualityassurance @ cvo . org
Public confidence in veterinary regulation cvo . org 5