The VHMA files: Connect with veterinary clients

The VHMA files: Connect with veterinary clients

Surveys let clients rate your performance before they take their frustrations online.
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Sep 01, 2013

If anyone's ever told you, "What you don't know can't hurt you," let me say, "They're wrong." Feedback can sometimes sting. But it also can be enormously helpful. Those of us in veterinary medicine—essentially a service industry—know that. Once we fail to offer services in a way that satisfies our clients and ensures the well-being of our patients, we're headed for failure. And those who can most effectively evaluate our services are those who use our services.



That means, as competition within the veterinary field increases, practices must do their best to not only treat their patients but also to ensure their clients are satisfied with the overall patient experience. How will you figure out how best to satisfy? Designing and implementing a good survey is one of the most effective strategies to obtain performance information and identify areas where we can change and improve.

Listen up

When managers ask, "Why should I survey?" I respond, "Consider the alternative!" When clients have a great experience, they want to tell others about it. When clients have a bad experience, they want to tell the world.

When we're angry and upset, we want to vent. And one way to ensure your complaints are heard is to post on social media. A poorly written but venomously negative review can be more entertaining and reach a wider audience than the kind words a client posts. A survey can help. Surveys provide a forum for venting disappointment and dissatisfaction. Clients benefit by getting the complaints off their chest, and the practice benefits by understanding any issues with service or care and taking steps to rectify the situation.


Proceedings papers for techs

The very best behavior advice for new puppy owners (Proceedings)

CVC IN SAN DIEGO PROCEEDINGS

The entire hospital staff should play a role in the counseling of new puppy owners.

The technician's role creating a behavior centered veterinary practice (Proceedings)

CVC IN SAN DIEGO PROCEEDINGS

A focus on pet behavior in the veterinary clinic is an excellent practice builder.

Trying times--dealing with canine adolescent dog (Proceedings)

CVC IN SAN DIEGO PROCEEDINGS

A behavior wellness exam is an opportunity to check up on a pet’s behavioral health and answer any related questions a client may have.

Enriching geriatric patients' lives (Proceedings)

CVC IN SAN DIEGO PROCEEDINGS

An important time for practices to include a behavioral exam is when a pet becomes a senior.

Tubes and tracheas--all about endotracheal tubes and lesions in difficult intubations (Proceedings)

CVC IN SAN DIEGO PROCEEDINGS

Endotracheal tubes are usually made from silicone, polyvinyl chloride (PVC) plastic or red rubber.