Andrew, Duncan, Yolanda and all the health care team at Wigmore Veterinary Centre, would like to say a big thank you to all the 365 clients that participated in the ‘Improvet’ Survey.
The questions were set by Vet Support, Zoetis Animal Health, and the same survey has been done at many veterinary practices across the country. We wanted to find out how our clients rated our services and to highlight areas that need to be improved and compare ourselves to the national average.
Each question had 5 possible answers – Very poor, Poor, Good, Very good, Excellent.
Here is a summary of the findings:
1. Ability to get through to the practice on the phone? 92% rated Wigmore ‘Very good’ or ‘Excellent’ compared to national average of 85%
2. How do you rate the availability and convenience of the appointment times offered? 95% rated Wigmore ‘Very good’ or ‘Excellent’ compared to national average of 85%
3. How do you rate the way you and your pet were treated by our reception team? 96% rated Wigmore ‘Very good’ or ‘Excellent’ compared to national average of 87%
4. How well did the vet or nurse listen to what you had to say? 95% rated Wigmore ‘Very good’ or ‘Excellent’ compared to national average of 80%
5. How well did the vet or nurse put you and your pet at ease during the appointment? 92% rated Wigmore ‘Very good’ or ‘Excellent’ compared to national average of 86%
6. How thoroughly was your pet examined? 93% rated Wigmore ‘Very good’ or ‘Excellent’ compared to national average of 85%
7. How much did the vet or nurse involve you in the decisions about your pet’s care? 88% rated Wigmore ‘Very good’ or ‘Excellent’ compared to national average of 83%
8. How well did the vet or nurse explain any problems identified and /or the treatment needed? 93% rated Wigmore ‘Very good’ or ‘Excellent’ compared to national average of 85%
9. The vet’s or nurse’s caring and concern for your pet? 94% rated Wigmore ‘Very good’ or ‘Excellent’ compared to national average of 87%
10. The amount of time the vet or nurse spent with you and your pet? 87% rated Wigmore ‘Very good’ or ‘Excellent’ compared to national average of 83%
11. How would you rate how open we were about the costs associated with your pet’s treatment today? 74% rated Wigmore ‘Very good’ or ‘Excellent’ compared to national average of 60%
12. Thinking of the veterinary services you have received today, how would you rate these in terms of value for money? 53% rated Wigmore ‘Very good’ or ‘Excellent’ compared to national average of 56%
13. Would you recommend this surgery to your pet-owning friends and family? 72% said ‘Likely’ or ‘Extremely Likely’ compared to national average also of 72%
The survey did not include a question about waiting times but we are aware and note from some of your comments that this is an area we need to improve. Since mid-July, we have allocated increased time for appointment slots and we will monitor if this is helping.
Although for us the animals are of paramount importance, we understand that our profession is also a service industry and our vision and goal is to provide exceptional personal client care.
So any feedback, good or bad, from you our clients, can only benefit us all.
If you wish to see the full report, then please let us know.
Thank you for being our clients.
Andrew