Dai Gitten
Riverside Veterinary Centre, Coventry Vets Now
Running a single-handed Veterinary Centre inevitably means that the service becomes personalised. It's pretty simple. If people don't like me, or the way I run my practice, they leave. There just isn't anybody else to see. So after 6 years of being "on my own" the clients have become used to the way I work. Not always easy for a locum, let alone a deputising service for all my out of hours work!
Before Vets Now started the out of hours work at this Veterinary centre I took the view that we were going to sell the service as an enhancement of the facilities, which is exactly what it is. A letter was sent out to every client explaining the the thought process we had gone through. I also invited anyone to ring and talk through any worries. A few did need the reassurance of a one-to-one chat, far more though were pleased with the idea of a dedicated service on call and waiting for any problems. Only eight clients left as a result of the change in arrangements for out of hours cover. Client acquisition has held steady at the same rate as pre Vets Now and perhaps, more significantly, income has changed very little.
In terms of what my clients perceived of the service? If anything, it's better. They know that the on-duty staff are there for advice as well as emergencies. On occasions when clients have needed to take their pets to the clinic that they have been impressed by not only their thoroughness, but also by the practical advice and caring attitude. Nobody has spoken to me about staff who were irritated at being disturbed.