In this episode, Charlotte Lacroix, DVM, JD, gave advice on how to respond to client complaints in order to prevent board complaints or legal action. This can be challenging, said Lacroix, because many veterinarians are conflict averse, and facing these situations head-on is uncomfortable. However, addressing situations promptly is critical because clients can make board complaints online 24/7 when their emotions are high. Once that complaint is made, the board must investigate.
Lacroix emphasized the importance of carrying license defense insurance and reaching out to your carrier as soon as a client makes a complaint. She discussed the importance of having an attorney assist in crafting your response and represent you at your hearing. Because the consequences of board action can be serious, she recommended taking no chances. She also reminded listeners that people can file lawsuits for nonsensical reasons, but these still require a response and can be costly.
By focusing on good communication, following up on failures in patient care or client service, and showing a caring response, you can mitigate your risk of ending up in a bad legal situation, said Lacroix. She reminded veterinarians not to take clients’ reactions personally and to remember all the animals you have saved and the clients who value you.
About Dr. Charlotte Lacroix
Charlotte Lacroix, DVM, JD, earned her Doctor of Veterinary Medicine from the University of California, Davis, in 1988, after which she worked as an equine practitioner until her love of advocacy led her to earn a law degree at the University of Pennsylvania in 1997. Her professional career has been dedicated to helping veterinarians and other members of the industry navigate the quagmire of risks and challenges within the veterinary profession.
Lacroix owns Veterinary Business Advisors Inc., a national consulting firm for veterinary business and legal issues. She has over 20 years of experience assisting veterinarians, and she lectures extensively on business and legal issues as well as facilitates continuing education seminars nationwide. Lacroix volunteers for organizations including the AVMA, AAHA, AAEP, NJVMA, and PVMA. She is currently a board member of the Veterinary Innovation Council and Veterinary Virtual Care Association.
Related Reading
- The Business of Practice: Resisting Emotional Blackmail
- The Business of Practice: Conquering Burnout in Equine Practice
- Responding to Client Complaints and Avoiding Malpractice in Equine Practice
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