Mediated Resolutions Programs
The goal of the Mediated Resolutions Program (MRP) is to resolve complaints in a manner that protects public interest while giving all parties the opportunity to participate in seeking a positive and constructive resolution.
This approach focuses on quality improvement and education, not punishment. An independent facilitator works with the parties involved to reach a mutually agreeable settlement. The College assumes all costs associated with the mediation.
With the consent of participants, this process is useful to resolve complaints involving miscommunication or inappropriate remarks and/or minor standards issues. If either party does not wish to participate in the MRP, the matter proceeds to the traditional complaints process.
This voluntary process promotes quality veterinary practice. The veterinarian and the client have input into the process which leads to greater satisfaction with the results.
How the Mediated Resolutions Program works:
- complaint selected for Mediated Resolutions Program by the College Registrar in accordance with the criteria
- consent obtained from both parties to participate in a mediated process
- an independent mediator is appointed
- mediator talks to all parties to clarify process and confirm the issues for resolution
- mediator determines best method for engaged resolution – a teleconference, face-to-face, etc.
- mediation
- joint resolution reached and submitted to the Complaints Committee for consideration
- resolution approved by the Committee and implemented
Any reasonable proposal may be explored as a resolution. Some options for resolving a case through MRP include:
- a letter acknowledging the incident with an understanding of the distress it caused the patient/family;
- the facility establishes policy changes or initiatives that will serve to improve veterinary care;
- an agreement the veterinarian will undertake further education on the issues surrounding the complaint; or
- an apology by the veterinarian to the complainant.
