Neighboring practice not following GtoPC on supersession - what would you do

Re: Neighboring practice not following GtoPC on supersession - what would you do

Bob Russell — Tue, 22 Feb 2011 11:50:27 GMT

One approach is to send a letter saying how sorry you are that they are leaving, thanking them for their custom and confirming a copy of the history has been sent to their new practice.

Nothing wrong with asking if they would mind filling in a very brief (tick box) questionnaire to 'help improve the service'. The last sentence if appropriate would be to state that you will be more than happy to welcome them back in the future!!

Nothing embarrassing, not a sign of weakness but more high self-confidence!

It helps to show owners that the door has not been closed behind them and if they are not happy with the new practice they will happily return. Some return when they hear you are sorry they are leaving!

Not to be confused with the bu**er off letter that states that if you do not hear from them within 7 days you will assume they have made other arrangements including for emergency care! These clients you do not want to hear their opinions, in fact you never want to hear from them again. Sadly some you do!

Re: Neighboring practice not following GtoPC on supersession - what would you do

Eamon McAllister — Tue, 22 Feb 2011 11:41:34 GMT

Contacting clients to find out why they went elsewhere creates an impression of weakness .I think that it is unprofessional to quiz them and they must find the experience embarrassing at least. If your finger is on the pulse then you should have a fair idea why they left in the first place. Even if you did manage to convince them to return then they might expect special treatment. Best thing is to leave them alone and you will be surprised how many return when they have "done the rounds" of the local practices . Have confidence .

Re: Neighboring practice not following GtoPC on supersession - what would you do

Gillian Mostyn — Tue, 22 Feb 2011 11:26:23 GMT

Arlo - didn't know you'd delegated some of your moderating tasks....

Re: Neighboring practice not following GtoPC on supersession - what would you do

Hannah Wynne Richards — Tue, 22 Feb 2011 10:01:37 GMT

Stop squabbling

Wynne

Re: Neighboring practice not following GtoPC on supersession - what would you do

Mark Hedberg — Tue, 22 Feb 2011 07:44:55 GMT

Begging to differ, but I did.

I just think that bringing up all kinds of assumptions against information gathering is scientifically unsound. If you don't store email and don't believe it will fit your business model, fine. Accusing your clients of dishonesty (sorry, assuming they will tell the truth) isn't very usefulto any business model.

Re: Neighboring practice not following GtoPC on supersession - what would you do

Evelyn Barbour-Hill — Mon, 21 Feb 2011 23:22:38 GMT

[quote user="Mark Hedberg"]

[quote user="Evelyn Barbour-Hill"]

I don't note clients' email addresses anyway.

[/quote]

So all that noise about "assuming this and that" is basically code for "Can't be bothered?" ;)

[/quote]

No, you silly beggar, it isn't.

Read the posts again, properly.

If you can be bothered.

Re: Neighboring practice not following GtoPC on supersession - what would you do

Mark Hedberg — Mon, 21 Feb 2011 20:16:51 GMT

[quote user="Evelyn Barbour-Hill"]

I don't note clients' email addresses anyway.

[/quote]

So all that noise about "assuming this and that" is basically code for "Can't be bothered?" ;)

Re: Neighboring practice not following GtoPC on supersession - what would you do

Evelyn Barbour-Hill — Mon, 21 Feb 2011 18:29:44 GMT

[quote user="amanda nicholls"]

[quote user="Evelyn Barbour-Hill"]

although personally I wouldn't use email.

[/quote]

I am curious to know why you wouldn't use email if you don't mind me asking.

We always ask for a preferred contact method (and time) when clients register and almost all select email along with telephone, text and post, a few only wish to be contacted by email and ask not to be contacted by post (more environmentally friendly perhaps).

We are looking into getting an email module for our PMS (jupiter voyager) and I would be interested to know if anyone else uses one and if it is worth the extra cost?

[/quote]

It just seems more intrusive to me. I know that when I get "why didn't you buy our insurance" questionnaires: it annoys me to distraction when they phone me, it irritates me when they clutter up my email inbox, but it only mildly irritates me when it's in the post (it goes straight into the bin of course).

I don't note clients' email addresses anyway.

Re: Neighboring practice not following GtoPC on supersession - what would you do

Amanda Nicholls — Mon, 21 Feb 2011 17:47:31 GMT

[quote user="Evelyn Barbour-Hill"]

although personally I wouldn't use email.

[/quote]

I am curious to know why you wouldn't use email if you don't mind me asking.

We are looking into getting an email module for our PMS (jupiter voyager) and I would be interested to know if anyone else uses one and if it is worth the extra cost?

Re: Neighboring practice not following GtoPC on supersession - what would you do

Amanda Nicholls — Mon, 21 Feb 2011 17:32:41 GMT

[quote user="Evelyn Barbour-Hill"]

On the other hand It's also a good principle not to go looking for unnecessary heartache.

[/quote]

I'm a single vet practice and I do worry about why clients leave, it was nice to get a questionnaire back from a pensioner who said she thought the service was excellent but couldn't afford our fees and that she would still recommend us for the little extras like having a nurse carry the cat out to the car for her. It was nice to get her reply because I couldn't figure out what I had done wrong and now I don't have to worry!

Re: Neighboring practice not following GtoPC on supersession - what would you do

Evelyn Barbour-Hill — Mon, 21 Feb 2011 16:56:30 GMT

[quote user="amanda nicholls"]We have found sending a questionnaire by post or email has been useful, we have sent 4 and 3 have been returned, one was a rant about prices, all were interesting reading and will help us to improve our services.[/quote]

That's more like it, although personally I wouldn't use email.

Probably quite a useful exercise for the multi-vet practice I expect.

On the other hand It's also a good principle not to go looking for unnecessary heartache.

Re: Neighboring practice not following GtoPC on supersession - what would you do

Amanda Nicholls — Mon, 21 Feb 2011 16:27:16 GMT

[quote user="Arlo Guthrie"]

[quote user="Evelyn Barbour-Hill"] Assuming they wouldn't resent your phoning, assuming they would tell you anything; how do you know they would tell you the truth? And if they do, the chances are that the reason is something you either cannot change ("your car park is too small") or will not change ("you always insist on examining our pet when we've already told you what's wrong") or it's something vague and offensive like "we didn't like your attitude". Not much use for efficiency and very bad for futile brooding over.[/quote]

I think finding out why clients leave (when you can), is an essential bit of market research. You may not be able to provide more parking at the premises, but maybe you can do a deal with NCP up the road.

I wonder whether it wouldn't be better, though, to do it by post or email. Much less confrontational, and perhaps more likely to produce a truthful answer.

If by post, a questionnaire with a reply-paid envelope. Or alternatively, the adddress of an online form where feedback can be given (incidentally, I wouldn't link to a 'why did you leave us?' page from the practice website, just give the address of the page to those that have left).

[/quote]

We have found sending a questionnaire by post or email has been useful, we have sent 4 and 3 have been returned, one was a rant about prices, all were interesting reading and will help us to improve our services.

Re: Neighboring practice not following GtoPC on supersession - what would you do

Peter Ding — Mon, 21 Feb 2011 14:58:37 GMT

Quite; imho all it takes is a call from a different vet, ideally more senior, to the one they have seen recently for a fairly straightforward answer.

Re: Neighboring practice not following GtoPC on supersession - what would you do

Mark Hedberg — Mon, 21 Feb 2011 13:33:15 GMT

[quote user="Evelyn Barbour-Hill"]

[quote user="Mark Hedberg"]Begging them back isn't the point; asking what it was that made them switch is very important for practice efficiency.

[/quote]

Assuming they wouldn't resent your phoning, assuming they would tell you anything; how do you know they would tell you the truth? And if they do, the chances are that the reason is something you either cannot change ("your car park is too small") or will not change ("you always insist on examining our pet when we've already told you what's wrong") or it's something vague and offensive like "we didn't like your attitude". Not much use for efficiency and very bad for futile brooding over.

[/quote]

You'll never learn anything assuming, will you? ;)

Re: Neighboring practice not following GtoPC on supersession - what would you do

Arlo Guthrie — Mon, 21 Feb 2011 13:04:43 GMT

I wonder whether it wouldn't be better, though, to do it by post or email. Much less confrontational, and perhaps more likely to produce a truthful answer.

Re: Neighboring practice not following GtoPC on supersession - what would you do

Evelyn Barbour-Hill — Mon, 21 Feb 2011 12:30:43 GMT

[quote user="Mark Hedberg"]Begging them back isn't the point; asking what it was that made them switch is very important for practice efficiency.

[/quote]

Re: Neighboring practice not following GtoPC on supersession - what would you do

Peter Ding — Mon, 21 Feb 2011 12:28:09 GMT

As far as ethics is concerned the profession is sadly letting all the principles of good health care slip.

One should adopt the optimum behaviour, not settle for less. Do unto others....

The answer is very simple. Good questioning of any prospective new client. If they have a pet is under treatment one should make every effort to contact the vet concerned BEFORE seeing them. A vet to vet conversation should take place; it's in the GtPC for good reasons. That may mean delaying seeing them for 24 hours but far better that, then the dog eat dog world some would seek to defend.

IMHO you should never reward a client that has hidden the fact that it is a second opinion until reaching your door. Reward good client behaviour not bad! Make them wait or come back.

We simply do not book second opinions the same day. If it is an urgent case the patients best interests are served by them going back to someone who has already seen them, on that day, seeing you if matters aren't sorted. If there are unavoidable reasons for a same day 2nd opinion, you take their number and confirm an appointment time only once you have spoken to a vet at that practice. Emergencies, you just give emergency care. SIMPLES.

i despair at any vet who seem to think saying "i can't comment of the previous vets work" satisfies the GtPC. One ought to have knowledge of what that vet's thought processes were BEFORE seeing the client.

Supercession should really be treated exactly the same way IF the animals are under active treatment except where physical geography and distance demand otherwise.

Re: Neighboring practice not following GtoPC on supersession - what would you do

Mark Hedberg — Sat, 19 Feb 2011 22:13:51 GMT

Begging them back isn't the point; asking what it was that made them switch is very important for practice efficiency.

Re: Neighboring practice not following GtoPC on supersession - what would you do

Laurence Webb — Sat, 19 Feb 2011 22:07:39 GMT

I depends on the client (some just go for the cheapest treatment availble so are no big loss) but it can be useful to find out if you're doing something wrong.

I doubt you'd win many clients back by doing this but if you can improve your service then is it a bad thing to do?

Re: Neighboring practice not following GtoPC on supersession - what would you do

Evelyn Barbour-Hill — Sat, 19 Feb 2011 21:57:06 GMT

[quote user="Eamon McAllister"]

[quote user="plantagenet"]

Most practices I have worked at a pertner has phoned a good client to find out why they have left, some you are glad to see go.

[/quote]

Always a big mistake IMO

[/quote]

I agree. Why demean yourself in this way?

Re: Neighboring practice not following GtoPC on supersession - what would you do

Eamon McAllister — Sat, 19 Feb 2011 21:32:53 GMT

[quote user="plantagenet"]

Most practices I have worked at a pertner has phoned a good client to find out why they have left, some you are glad to see go.

[/quote]

Always a big mistake IMO

Re: Neighboring practice not following GtoPC on supersession - what would you do

plantagenet — Sat, 19 Feb 2011 17:31:57 GMT

I think much of the problem is just too many vets and too many practices - we are all getting like dogs fighting over a bone, courtesy is replaced by snarling. As practices seem to get smaller, charges to clients will go up to cover costs with a smaller client base. Most practices I have worked at a pertner has phoned a good client to find out why they have left, some you are glad to see go.

Re: Neighboring practice not following GtoPC on supersession - what would you do

Mark Hedberg — Sat, 05 Feb 2011 14:21:27 GMT

I like PamFax myself; really good user interface.

Re: Neighboring practice not following GtoPC on supersession - what would you do

Bob Russell — Sat, 05 Feb 2011 11:53:09 GMT

We have used WinFax for years so all our faxes go directly onto the computer anyway. It save some paper and never runs out of toner!

Re: Neighboring practice not following GtoPC on supersession - what would you do

Richard Carter — Sat, 05 Feb 2011 10:23:36 GMT

Just received my first emailed history - amazing - can actually read the notes(!), edit and paste directly into our system and the fax machine running out of paper/ ink hopefully soon be in the past. Wonders of modern technology... We have also recently started using vet envoy for our lab work - gone very smoothly so far.