Outstanding Client Service at Clent Hills Vets
We’re over the moon about our most recent achievement as it focuses on the service we provide to our clients. In business for over 20 years now, we’ve always prided ourselves on doing the very best for our clients and their pets, so an ‘Outstanding Award’ in this area means the world to us.
Every 4 years, our team and premises undergo an inspection by RCVS (Royal College of Veterinary Surgeons), the national body which sets veterinary standards. However, this year, we applied for an extra award over and above the RCVS standards accreditation that we already have.
Practice manager, Janet Chinnock, explains why, “We put ourselves up for this extra award as we demand the highest level of service of ourselves and wanted to have that tested against national criteria. We also wanted to ensure that what we were doing was great when compared to others and it gave us the opportunity to look critically at ourselves to ensure that our processes and procedures were rigorous and stood up to external inspection and examination.”
“It was a challenge and there was a huge sense of relief and satisfaction when we received the award which is a credit to every individual at Clent Hills Vets. It was very much a joint effort – all staff were involved in this and many individuals were interviewed by the assessor, so without everyone on board we simply would not have achieved what we did.”
Feedback from the assessment included that they were impressed by the clinical standards and management of the group, and it was clear that everyone was proud to work for Clent Hills Vets.
RCVS also fed back that they thought our team were professional in their appearance and communications with clients and other team members. Throughout the practice, there were clear protocols backed up with training and excellent management.
Areas of best practice noted by RCVS
- The practice had a separate room were telephone calls were taken for the whole practice. This allowed receptionists on the front desk to be available to speak to clients.
- The practice held regular meetings with all members of the team as well as annual appraisals.
- The practice has invested in customer care training. This was evidenced by the friendliness of the team and the consistency of the advice being given to clients.
- The practice collects feedback from clients and monitors key KPI’s (Key Performance Indicators).
RCVS also recognised that as a group we operate a culture to review and learn from client feedback, monitoring client perceptions and gathering feedback from clients continuously.
Plus, they agreed that when it came to telephone answering and monitoring, our use of separate telephonists helps make this aspect of practice communication excellent.
Practice manager and director Rebekka Fiorani is delighted with the team’s efforts, “I am so thrilled that we have been recognised by the RCVS for outstanding customer care. The team are brilliant and genuinely care about the clients and their pets and strive to make their experience with us a great one.”
If you have any pet advice questions or would like to book an appointment, contact our team today.
Main Photo: L to R – customer care manager Helen Beesley, RVN Jade Abbott and practice manager & director Rebekka Fiorani with Luna the miniature Jack Russell.
Picture 2: Janet Chinnock, Practice Manager
Clent Hills Veterinary Group are Compassion Understood Platinum Accredited practices