MyVetStrathfieldsaye is now ranked 1st in the CCI Program, recognising the clinic’s achievement of the highest and most consistent results of all practices in the program over the last 12 months.

Dr Bibby shares her learnings about getting her team on board with the CCI program, their most improved areas and her tips to getting the most out of the experience:

Dealing with human patients is not all that different to dealing with animal patients – except maybe that there is a lot less fur to deal with!

What can the vet industry learn about delivering better CX from the healthcare industry?

The hotel industry is known for its commitment to delivering an exceptional experience to its customers. From leaving complementary chocolates on the pillow to the ubiquitous, smiling concierge – each thoughtful element goes a long way to enhancing a guest’s stay and encouraging them to return again.

While there is no denying that vets are talented and passionate individuals, sometimes it’s a struggle to have “the hard” conversations with pet owners.

Talking about euthanasia, treatment compliance or communicating complex medical information in a way that builds trust and empathy is a skill that many experienced vets find challenging.

Veterinary services are becoming more popular during COVID-19 as singles and families give in to the “pandemic puppy” (or kitty) for companionship.

As an essential service provider, vets are in a unique position to continue to grow their business – if they can adapt their model to the new normal.

Dr David Butchart, CEO of Veterinary Growth Partners says that practices can make from $180,000 – $200,000 of additional income a year during the global pandemic.

Every Vet knows that the first thing you say to a prospective patient on the phone has the biggest impact on their choice to book with your practice. Not only does what you say matters, it also matters how you say it.

As they say, you never get a second chance to make a first impression.   

 But, why?

Imagine it’s been a long day treating patients at the office. You’ve just finished with your last patient for the day and call to make a reservation for you and a friend at the new French restaurant on the other side of town.  

A disgruntled woman picks up the other end of the line, “you’ll have to be here in the next five minutes because we close soon”. She hangs up the phone before you even get a chance to say thank you.