15.3% said they had received written abuse and 13.4% had received online abuse.
One in ten (9.87%) had cited receiving generally negative grumbles from their clients and a small percentage (0.8%) said they had noticed negativity from usually supportive clients.
17% reported abuse relating to the CMA across more than one platform.
On the other hand, the survey also revealed that 22.4% had received support in person, almost one in twenty (4.5%) had received online support, and 2.4% cited they had received supportive correspondence.
The awards are given to practices across the UK with the most four- and five-star reviews from their clients.
To select the winners, awards organisers analyse over 10,000 reviews left by pet owners on vet practice websites over a 12 month period.
Warren House Veterinary Centre scored over 900 outstanding online reviews from clients.
Swanspool Veterinary Clinic, Northamptonshire, came in second, and Willows Veterinary Centre & Referral Service, West Midlands, third,
Winners of various sub-categories included:
Susie Samuel, CEO of VetHelpDirect.com, said: “The BestUKVets Awards were established to reward vet practices for outstanding feedback from clients.
"We are delighted for Warren House Veterinary Centre (Small Animal Services) – having read so many of their wonderful reviews, it no surprise that they won.
"Local pet owners are very fortunate to have this practice in their area”.
www.bestukvet.co.uk
Photo: vethelpdirect.com
The new service was reported in The Times, in an article titled "How much should your vet cost? Pet owners bitten by untamed fees."
Since launch, VetHelpDirect has offered owners information to help them pick a veterinary practice, including reviews, ratings (including a value for money score), RCVS accreditation, cat/ rabbit friendly status, health plan details and how out of hours cover is provided.
It has now added some basic information about each practices' charges, specifically the first consultation fee, a dog castrate and health plans, and then categorised them according with £££££ signs to indicate how far above or below the average they sit.
Susie Samuel said: “Most practices will give out these prices over the telephone, but there’s no way for the client to find them without directly getting in touch, something people are less and less likely to want to do nowadays.
"Our research data suggests that people want to find this information online, just as they would in any other service industry.
"When they can’t find any information at all on pricing, there can be a perception of secrecy that can do damage to the vet-owner relationship.”
Susie added: “True comparison for vet practices is of course very complex and no basket of services is ever going to capture the whole complexity.
"Every practice is different, from facilities and team qualifications; to the time allotted for consultations; to monitoring equipment for surgery; and of course the level of investigations undertaken which can also vary from vet to vet.”
“We can’t solve all this straight away but we started from a good place, over the years we have built up more information about vet practices than any other website.
"The aim is to provide commonly requested prices for owners to easily access and to add more and more detail on the vet practices over time so that owners can make the most informed choice on the vet that's most appropriate for them and their pet”.
VetHelpDirect says it will soon be adding prescription fees and out of hours consultation, and a much wider range of species-specific fees in the near future.
The company also points to the Competition and Markets Authority investigation into pricing in the UK, highlighting that in its 2019 Report into Funerals in the UK, the CMA noted that weaknesses in the sector included the fact that less than 40% of funeral directors posted any form of pricing online, and those that did were frequently not in a form that made for easy comparison.
Susie says the veterinary sector has an even lower rate of online pricing transparency.
To add your pricing information to VetHelpDirect, email: info@vethelpdirect.com.
COMMENT
Whilst greater transparency over pricing in almost any field is surely to be welcomed, it seems questionable whether comparing prices for consultations and standard procedures will be of much help to pet owners, because things like the level of investigations, how defensively a clinician practises and the owner's own relationship with risk are likely to have a far greater impact on the bill than whether a consult costs £20 more or less up the road.
There is perhaps also a risk of practices rated as '£££££ / more expensive than average' will be seen as just that. Expensive and nothing more.
It's not like a restaurant where £££££ usually means particularly delicious.
Whilst this may not matter much whilst so many practices are having to turn away business, it may become more important in the future.
Discuss here.
Vethelpdirect.com, the website founded by VetSurgeon.org member, Susie Samuel MRCVS, has launched a new system called VetReviews which allows your clients publish a review of your service directly from your own website.
To use the system, you (or perhaps more likely your website person) embed a small form on your website, called a widget, as shown on this example: www.baytreevets.co.uk (bottom right hand side).
Clients then click the link in the widget to submit a review of your practice, or to read existing reviews.
To ensure fair play, each review is checked by a person who removes any spammy or malicious reviews, and looks for any signs of fraudulent multiple reviews being submitted by one person.
In the event of a negative review, the practice is given 5 days to respond before the review is published, which means the review isn't displayed without the practice's side of the story.
However, as Susie points out, a single negative review is not necessarily a bad thing; most people are able to put one bad review into context. Indeed, a small number of negative, or less positive reviews tends to make the glowing ones seem more credible.
VetReviews are optimised for inclusion in Google search results, which should also help your search engine visibility.
For more information about VetReviews (which is a free upgrade for existing customers), email: vets@vethelpdirect.com, or telephone 0845 4961 204.
VetHelpDirect.com, a website which helps pet owners decide how urgently their pet needs veterinary attention, has been relaunched with new content for donkey, reptile and bird owners.
Founded by VetSurgeon member Susie Samuel MRCVS in 2006, the site allows pet owners to look up the symptoms their animal is displaying. When the owner answers a series of simple, step-by-step questions, the site then generates a priority rating from "Self care - treatment at home" to "Urgent - you need to contact your vet immediately", coupled with specific first aid advice. It's a sort of home triage system.
VetHelpDirect was designed by vets and all of the content is by vets. The site covers dogs, cats, rabbits, horses and now donkeys, reptiles and birds. I see that the world-renowned avian vet (and all-round good bloke) Neil Forbes FRCVS and his team at Great Western Referrals, together with Dr Karen Rickards, head vet at the Donkey Sanctuary have helped create the new areas of the website, so the information it contains will certainly be of the highest standard.
In fact, the whole site is impressively well-designed and simple to use, an opinion obviously echoed by the readers of WebUser magazine, who gave it 5/5 stars last May, beating Jamie Oliver's website.
Cleverly, the triage system on VetHelpDirect ties in with a directory of veterinary practices, so if immediate care is the answer and the owner doesn't have a vet already, help is at hand. Veterinary practices can pay to have an enhanced listing in the directory.
For a fee, VetHelpDirect can also embed the triage system into your own practice website. That seems like a good way of adding additonal, interesting and interactive content to a website. The interesting question is how much money it will save the practice by eliminating unecessary calls from pet owners who don't really need to talk to a vet.
Equally, though, the site may have an important role to play in telling owners when they SHOULD get to the vet quickly. A recent success story was that of 'Bucket', a 5 year old cat from Nottingham. Bucket was fortunate to live after his owner Sarah Rennoldson logged on to Vet Help Direct.com after he displayed odd behaviour. Acting on the advice displayed on the site her owner immediately contacted her local vet Jaqui Gilmour MRCVS at Bill Bowlers Vets. Bucket was diagnosed with a blocked bladder, which was quickly operated on. Jaqui said: ' If Sarah hadn't brought Bucket in so quickly, he could have gone into renal failure and could have developed metabolic disturbances. He would have been really, really sore, and left untreated a blocked bladder can cause death.'
For more information, 'Start a Conversation' with Susie Samuel MRCVS