2020 UPDATE – Roundhouse Referrals Publishes Latest TPLO+ Clinical Outcome And Customer Satisfaction Questionnaire Results
4 years ago 
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Roundhouse Referrals in Glasgow, Scotland’s only Referral Practice to openly publish clinical outcome and client satisfaction results for Tibial Plateau Levelling Osteotomy (TPLO) surgery has published their 2020 results.
Ross Allan, RCVS Advanced Practitioner in Small Animal Surgery and Surgical Lead at Roundhouse Referrals, said: “When we launched our TPLO+ Service we loved the idea of changing the Referral paradigm. We wanted to broaden accessibility and champion openness. We have done this through integrating a number of innovative features into our service, such as our ‘Fixed-Price’ pricing structure for many of our services, including TPLO+, and committing to publishing our annual Clinical Outcomes and Client Satisfaction Questionnaire results”.
The 2020 results use a journal published owner TPLO surgery questionnaire adapted to get additional feedback from owners on their satisfaction with the service as well as their pet’s clinical outcomes. This enabled Roundhouse Referrals to benchmark their most recent surgeries against 2019’s results, as well as previously published studies.
The 2020 Clinical Outcome results show an across the board improvement: (2019 in italics):
100% (97%) of dog owners rated their pets’ outcome as either excellent 87.5% (85.29%) or good 12.5% (11.76%)
100% (94.1%) of pet owners agreed that if faced with having to make a similar decision again, they would choose to have the TPLO+ surgery done at Roundhouse Referrals
The results from the Customer Satisfaction component of the questionnaire demonstrate that:
96% (100%) of Roundhouse Referrals’ clients felt supported throughout the referral process
100% (96.97%) of clients felt that the TPLO+ surgery was adequately explained
95.8% (100%) of clients were happy with the continuity of care throughout the referral process
When asked for if they would recommend Roundhouse Referrals to a friend or colleague, the Net Promoter Score for TPLO+ surgery at Roundhouse Referrals was 88, well within the upper quartile for healthcare (>77).
With Reference to the Questionnaire Results, Allan said, “We are absolutely delighted with our 2020 survey results and I am immensely proud of the team effort that has enabled us to provide such a well-received service.
Allan added: “the 2019 results allowed us to consider what areas of TPLO+ could be improved and we did make some changes to our service as a result. The purpose of our Clinical and Customer Service Audit is to review our progress, and consider what else we can do to continue to advance the TPLO+ clinical and customer service”.
Roundhouse Referrals promises to work in partnership with referring veterinary practices to provide an easier referral system that will always return satisfied clients to the referring practice. To make an enquiry or refer a patient contact Roundhouse Referrals at 0141 649 1316 www.rhr.vet
