Complaints and Discipline presentation

Question 1

how many veterinarians are referred to discipline each year

Answer 1

<0.2% of veterinarians are referred to discipline each year

Question 2

most common themes of complaints

Answer 2

• management of patient care
• cases managed by emergency facilities
• communication and informed consent
• professionalism

Question 3

The “just culture approach” reserves discipline for what cases?

Answer 3

reserved for reckless behaviour, bad intent, incompetence, failure to adjust prior problematic behaviours

Question 4

how to respond to a complaint as a veterinarian

Answer 4

• tell your side of the story
• respond to the issues
• reflect - what did you learn, what would you do differently
• provide medical records
• provide names of individuals who were witnesses to the appointment that led to the complaint; most often other staff of the facility

Question 5

complaints process outcomes
- where are they defined
- how are reasons for decision communicated
- where can appeals be made?

Answer 5

• Possible outcomes are defined in Veterinarians Act, section 24 (2) a, b, and c
• Reasons for the decision are provided in writing, unless the matter is referred for a discipline hearing
• Appeals are made to the Health Professions Appeal and Review Board (HPARB)

Question 6

ways to reduce risk of complaints at your practice

Answer 6

• Focus on clear communication
• Keep good records
• Lifelong learning
• Stay engaged with the College – understand the current professional practice standards, review communications about emerging risks