Course Information

Multiple Bookings

If you wish to book more than one person on a course, please download and complete the multiple booking form. Once you have entered your details save and email the PDF to, a member of the Membership Services Team will be in touch within 2 working days for payment details. If anyone has any comments on the process please email

5 March 2020 20:00 - 5 March 2020 22:00

It shouldn't happen to a vet... but it sometimes does!

Edinburgh Vet School, The Royal (Dick) School of Veterinary Studies, Easter Bush Campus Edinburgh Midlothian, EH25 9RG

The course will provide an overview of the types of complaint that practices can encounter. It will explore why complaints arise and the type of complaints that clients can raise. Some practical examples will be considered and by the end of the course delegates should have a clearer understanding of how to address common complaints. Course delegates will be introduced to the VDS’s Vetsafe tool. We will discuss issues such as professional blame culture, second victim syndrome and the use of root cause analysis to analyse significant events in practice.

Learning objectives

•    Understand the types of complaint that can come to the practice
•    Understand allegations of negligence and civil complaints
•    Understand regulatory (RCVS) complaints
•    Develop a basic framework for assessing and responding to complaints by considering some common scenarios
•    Understand the importance of Human Factors in veterinary care
•    Know how and when to use the VDS VetSafe system
•    Know how to support fellow clinicans when things go wrong


Emma Drummond
Emma Callaghan

Intended for Veterinary Surgeons and Veterinary Nurses

Terms and Conditions: All of our evening courses are catered during the registration period - half an hour before the start of the course.  Please make us aware of any dietary requirements.  If you are unable to attend,please let us know on the contact details below as we may have a waiting list which we can offer places to.

All courses must be paid for in full at the time of booking.

To qualify for an applicable refund, cancellations must emailed to or requested by telephone on 01452 726700. With over 30 days’ notice we will refund 70% of the course fee.  With between 15-30 days’ notice we will refund 50% of the course fee.  No refunds will be provided for cancellations with notice of 14 days or less, however if we are able to resell your place on the course we will provide a full refund.

BSAVA reserves the right to alter the programme or the speaker should this become necessary due to unavoidable circumstances.  BSAVA reserves the right to cancel a course due to unforeseen circumstances.  Registrants should note that the BSAVA member's rate applies only when the person attending the course is a member of the Association.  To qualify for the reduced member's rate for courses, non-members must join BSAVA prior to the course.

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