Bicester Vets in North Oxfordshire has become the first to install Improvet, a touch-screen unit through which the practice can gather client feedback.
Improvet is one of a range of services offered by Pfizer as part of Vet Support+. It's designed to help small animal practices gather information, interpret client feedback and ultimately provide targets to drive business improvements. Located in the practice's reception area, the pre-programmed survey takes a few minutes of a pet owner's time to complete and is apparently proving a hit with clients.
The survey covers all aspects of the service the client has received, from booking through to the consultation, payment and administration of their appointment. Client comments are collected into a report assessing the standards of customer service delivered across the practice team.
Jason Williams, veterinary surgeon at Bicester Vets, said: "We have felt for a long time that we needed to make some changes at the practice in order to move forward and be well placed for future challenges and opportunities. With this in mind we undertook a review of our practice with the help of a Pfizer Business Consultant and during this process our staff identified that client communication and gauging client experience was something we were struggling with.
"When our Pfizer Business Consultant explained Improvet it seemed a logical next step. The completely paperless, anonymous nature and automatic report generation means it's taken the hassle out of surveying our pet-owning clients so that now instead of simply talking about the need for a client survey, we actually have one underway. We will use this information to get a clear picture of how we are performing and communicating as a practice before and after improvements are made."
Improvet gives practices a way of surveying clients completely independently of staff. Armed with this data about what clients truly think, a practice can:
Practices that think they would benefit from having an Improvet unit in their reception area should contact their Pfizer Account Manager or call 0845 519 4977.