News

EQUINE CLIENT SURVEY – 2007

We recently completed a survey of our equine clients with regard to the general service we offer. Thank you to all those who replied. The main findings are:

• 70% started with us because of our reputation or because of recommendation.
• 95% agreed that it was easy to book a consultation and at the time they wanted.
• 95% agreed that our equine office staff are courteous.
• 90% agreed that the vets arrived within 20 mins of their booked appointment.
• 98% agreed that the vets were courteous and that they were satisfied with the treatment received.
• 90% agreed that the same vet attends follow-up visits.
• 80% agreed that the invoices and statements were clear and easy to understand.
• 85% agreed that any queries were resolved quickly.
  
• 99% would recommend us to other horse owners.

Key positive comments included:

• Receptionists are very kind, efficient and helpful.
• All problems are dealt with little fuss.
• Could not fault the girls who answer the phone.
  
• Total confidence in vets diagnosis & treatment. They are happy to explain & answer questions.
• All the vets I have used have been 1st class.
• Invoice queries are quickly sorted.
• I feel lucky to be able to use this Practice and can only speak highly of the staff and service I have received.
• Enormous improvement since moving to the new premises.

Key comments for areas to improve:

• Difficult to get through between 8.30 and 9.30.
Always a busy time even with 3 equine secretaries. We will look to see if email or texts could be used in the future to enquire about booking a consultation.
• It would be helpful to have separate invoices for each horse.
This was a limitation of the software we used. Following discussions with the software company they are looking to change it so that we can send separate invoices if requested (though this will create more paper).
• Sometimes the horse’s name is incorrect.
Sometimes the stable name used is different to the proper name of the horse, which can lead to confusion. This especially so when the horse is held at a livery yard.
• Vaccination reminders?
We are looking at different options including postal, text, email etc.
• Complimentary treatments (Chiropractic, Homeopathy etc)?
We remain open minded about the feasibility of offering complementary treatments. If the demand warrants it we will see what can be done.

We are always happy to receive your feedback and suggestions to how we can improve further the services we offer to you. Please visit the ‘contact us’ for details on how to send your feedback to us.