Improvet Launches At Bicester Veterinary Centre

Touchscreen technology delivers rapid client feedback straight to practice Bicester Vets based in North Oxfordshire is delighted to claim a UK first as it takes delivery of Improvet - a touch-screen unit which will enable the practice to gather client feedback. The introduction of Improvet, one of a range of services offered as part of Vet Support+ by Pfizer, will help the small animal practice gather information and interpret client feedback, and ultimately provide targets to drive business improvements. Located in the practice’s reception area, the pre-programmed survey requires only a few minutes of a pet owner’s time to complete and is already proving a hit with clients. Covering all aspects of service, clients can log their experiences, from booking an appointment, through to the consultation, payment and administration of the appointment. Client comments are collected into a comprehensive report, assessing the standards of customer service delivered across the practice team. Jason Williams, veterinary surgeon at Bicester Vets, explains; “We have felt for a long time that we needed to make some changes at the practice in order to move forward and be well placed for future challenges and opportunities. With this in mind we undertook a review of our practice with the help of a Pfizer Business Consultant (PBC) and during this process our staff identified that client communication and gauging client experience was something we were struggling with. “When our PBC explained Improvet it seemed a logical next step. The completely paperless, anonymous nature and automatic report generation means it’s taken the hassle out of surveying our pet-owning clients so that now instead of simply talking about the need for a client survey, we actually have one underway. We will use this information to get a clear picture of how we are performing and communicating as a practice before and after improvements are made.” Improvet gives practices a way of surveying clients completely independently of staff. All information is collated and a comprehensive report on standards of customer service produced. Armed with this data on what clients truly think, a practice can;

• Improve their knowledge of client perceptions of service
• Identify potential areas for improvement such as; practice accessibility, capacity problems and rotas, client communications, perceived value for money, opportunities for new services
• Enhance the word-of-mouth marketing of the surgery

Practice teams who believe that they would benefit from the placement of an Improvet unit in their reception area should contact their Pfizer Account Manager or call 0845 519 4977.

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