Complaint insight contextualised care: Tailoring support to individual’s needs

During this session, Jennie will explore through VCMS complaint insight, whether contextualised care and effective and compassionate support are the preventative care plan for strong and positive client relationships.

• How to recognise and respond to the needs of each individual
• Tailoring a treatment plan to ensure its not only effective but its empathetic to the specific clients’ needs
• We will explore why context matters and how it shapes our interactions
• To what extent a contextualised care approach could have impacted and influenced client behaviour though looking at complaint case studios.

Speakers
Jennie Jones, Head of VCMS - Veterinary Client Mediation Service