Handling mistakes

The Significance of Managing Errors

Managing errors is important because it:

• Keeps the client and vet trusting one another.
• Guarantees the welfare and safety of animals.
• Encourages learning.
• Shows professionalism.

Guidelines for Managing Errors

• Make animal welfare the top priority and take immediate action to amend a mistake. If you need help, ask a colleague and make sure that the animal gets proper care as soon as possible.

• Be truthful and honest about the mistake and make sure to inform the client clearly and gently. Make sure not to conceal information.

• Offer an apology to help maintain trust and concentrate on the next steps that will be taken to prevent it happening again.

• Reflect and learn by examining what went wrong and how you can prevent it from happening again.

• Promote reporting and learning from mistakes.

How an MMI Could Test You

Examples include:

• When a drug error happens what would you do?
• An appointment is missed due to a communication error.
• How would you react when a coworker makes a mistake?
• You realise that earlier in the day you gave an owner some bad advice.

Key Point to Highlight

Make sure to highlight that you would act right away, and that being honest and open about the situation to the owner, if applicable, is the most important thing. Reflecting on the situation can happen after it has been resolved.