College Connection | Winter 2024
Why is the College considering this complaint against me ?
College Connection | Winter 2024
Why is the College considering this complaint against me ?
Receiving a notification letter from the College about a new complaint can be emotionally triggering . Upon receipt , veterinarians sometimes express their opinions to College staff . We hear that complaints appear trivial , vengeful or unrelated to clinical practice - that a complaint shouldn ’ t be considered by the College at all and should just be dismissed .
Examples include complaints that contain hurtful or accusatory language , complaints that do not relate to medical care or clinical practice , or complaints that involve concerns about an auxiliary ( non-veterinarian ) staff member .
So , why are these types of complaints considered by the College ?
The College has a responsibility to consider and investigate complaints made by members of the public or members of the College about the conduct of a member or former member of the College . A veterinarian ’ s conduct is not limited to their actions in clinical practice nor the quality of medical care they provide . Veterinarians are also responsible for the auxiliary staff they supervise and to whom they delegate .
When the College receives a written complaint , staff review the complaint to see whether it contains necessary information such as the name of the veterinarian against whom the complaint is being made , and to see if the complaint involves a connection to the practice of veterinary medicine or to unprofessional behaviour . If so , then the complaint is processed .
Additionally , staff assess whether the complaint may be suitable for the Mediated Resolutions Program , or whether it may be appropriately addressed through a Registrar ’ s Investigation versus the formal written complaints process .
What about complaints made in bad faith ?
The Veterinarians Act includes provisions for complaints in bad faith . This does not mean the College can dismiss complaints when they are first received if they appear to be “ frivolous , vexatious , made in bad faith or otherwise an abuse of process ”. There is a process to follow that is defined in the Veterinarians Act .
While complaints often include emotional statements , and a complaint may appear minor or vindictive to a veterinarian , it may not be a “ complaint in bad faith ”. There are many sides to a story , and most often it is necessary to conduct an investigation so the Complaints Committee can reach an appropriate outcome , including a decision to take no further action .
It is a normal , and common , human response to feel defensive when your actions are being questioned or criticized , particularly when the other person ’ s perception of your conduct doesn ’ t match your own . While perhaps easier said than done , it is valuable for a veterinarian to reflect on a complaint , even beyond the formal response that is requested . A complaint is a form of feedback , and there may be an opportunity to consider how you might approach a similar situation in future . While it may not be possible for you to resolve all conflicts , clear and timely communication can reassure people that their concerns are heard , considered , and addressed professionally .
Further questions ?
College staff are happy to help you navigate the complaints process . Increased compassion in the complaints process is a primary objective of the College and aligns with the strategic initiative to focus our work on people and context .
The recent implementation of a navigation component to our work provides veterinarians named in a complaint the opportunity to speak with one of our team members early on to help them understand the complaints process , answer questions , and provide links to necessary supports .
Learn more about the College ’ s complaints process :
cvo . org / complaints
Public confidence in veterinary regulation cvo . org 8