The first opinion Linnaeus Group practice, which also holds RCVS hospital status, is run by a team of nine vets, 14 nurses, nine receptionists and four animal care assistants.
It was given an outstanding rating for client service, inpatient service, patient consultation service and team and professional responsibility.
Maureen Geraghty Sathi, Practice Manager at Maven said: "We’re always asking ourselves how could we do this better? Everyone has to be on board or it would not work."
The practice had a focus team look at awards and the improvements it would need to make to achieve the required standards. Amongst the various things that were highlighted as exceptional were:
A genuinely separate cat waiting area and cat consult room.
An extensive pain monitoring system with pain scoring for all patients in hospital and an outpatient system which enables clients to monitor and chart their pets pain levels at home and review them with their vet.
Daily clinical rounds which involve the entire clinical team as well as management and a member of the customer care team. Aside from discussing clinical cases for the day this platform also enables daily review of any significant events or morbidity and mortality cases to be highlighted and time allocated for review.
A system whereby vets at the practice email clients in advance of any surgical procedure with information on the procedure itself as well as any potential risks associated with the procedure allowing time for further discussion with the client as needed
Consistent use of surgical and GA checklists to maximise patient safety.
In the final report, the RCVS practice standards assessor wrote: "The structures and management in place were of the very highest order. I was really impressed by the commitment of this practice to provide the very highest standards of clinical care to its clients."
Maureen said: "I am massively proud of the team, to see the pride in how they work. It is lovely to be told that you are working to an extremely high level and genuinely reflects the standards of the team day by day."
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