How Quality Improvement techniques can help reduce client complaints and errors in practice.

Pam Mosedale, Quality Improvement Clinical Lead, RCVS Knowledge

Amelia Poole, Quality Improvement Project Manager, RCVS Knowledge

We all know practice life can be demanding enough without having to manage client complaints. Not only are clinical audits, protocols and checklists a requirement for the extended levels of the Practice Standards Scheme (PSS) and awards, they can prove vital in reducing complaints and in helping the team to put steps in place to reduce errors. However, as they are often felt to be ‘clinical’ they are not shared as widely as they might be with the whole team, which can obviously impact their effectiveness.
This interactive virtual CPD day will start with an introduction to Quality Improvement, cover audits in clinical settings, checklists and systems, look at why errors occur, and how to run a successful, no blame, ‘significant event’ audit. There will be opportunities to share experiences with other delegates, pick up lots of useful information and there will be practical tips for your particular practice and, most importantly, learn how put these systems in place to reduce errors and complaints.

 Who will benefit:

Clinical directors and head nurses, as well as practice managers and the client care team – anyone involved with setting up and overseeing or implementing reporting and operating procedures and improving practice systems.


SPVS Member – £95 | Non-Member – £195

About Pam

Pam Mosedale BVetMed FRCVS  is QI Clinical lead for RCVS Knowledge and Chair of the RCVS Knowledge Quality Improvement Advisory Board

She was Lead Assessor for the RCVS Practice Standards Scheme until last year . She has worked in first opinion practice for most of her career. She is also an SQP assessor for AMTRA and edits the BSAVA Guide to the Use of Veterinary Medicines and organises the BSAVA Dispensing Course.

Pam has been involved in establishing Quality Improvement resources for the veterinary practice team. She is passionate about QI becoming part of the normal working day for veterinary teams and contributing to a just learning culture in practice.

About Amelia

Amelia Poole is Quality Improvement Project Manager for RCVS Knowledge

Amelia joined RCVS Knowledge in 2019. She is a Registered Veterinary Nurse who previous to this role worked in practice for 11 years. She worked at a variety of privately owned hospitals, as well as rescue centres, concentrating on intensive inpatient care.

During her career she obtained a Diploma in Feline Behaviour, a Certificate in Emergency and Critical Care, a Certificate in Feline Nursing and a Diploma in Advanced Veterinary Nursing. She is currently completing her top-up degree at Harper Adams University.

She has always been passionate about EBVM and Quality Improvement within practice to offer patients the best possible care and uses her veterinary experience to ensure that content is relevant to those in practice.

In partnership with RCVS Knowledge

Live Online CPD Presentation and Workshop

26 April 2022 | 9.30am – 4.00pm