A LANCASHIRE equine veterinary practice is jumping for joy after achieving one of the profession’s highest honours
Gillivervet in Anderton, near Chorley, collected an “outstanding” Client Service Award in the Royal College of Veterinary Surgeon’s Practice Standards Scheme after demonstrating high levels of care for their clients.
The Practice Standards Scheme (PSS) quality assures veterinary practices and their facilities.
Gillivervet, which joined VetPartners earlier this year, was praised for its facilities, which were described as impressive, well organised and spotlessly clean.
The practice had to demonstrate effective means of communication with clients, ensure clients are aware of team members looking after their horses, show efficiency in handling insurance claims and invoices and monitor feedback from horse owners.
Practices aiming for the Client Service Award also have to show they have a client reminder system in place for vaccinations, appointments and parasite control, and that a member of the team has undertaken bereavement counselling to help those whose horses have died.
The award encourages a culture of reviewing and learning from positive and negative feedback and complaints, with follow up to change procedures and systems if necessary.
The hard work in achieving the award and ensuring they practice met the high standards was overseen by Gillivervet veterinary nurse Charlotte Hartley.
Charlotte said: “When we decided to go for this award, it seemed like a daunting task as there is so much work goes into it, from making sure our website is up to date to organising open days and communicating well with clients.
“To achieve outstanding was incredible and an extremely proud moment for us all. It was a real team effort and brought everyone from the practice together.”
In his assessment, the RCVS inspector said: “This practice demonstrated a very high level of internal communication and had excellent systems for liaising with and informing clients of available services.
“All members of this team should be very proud of the exceptionally high standards of service they provide for their patients and clients.”
It was a double success for Gillivervet as they previously secured General Practice status in the RCVS PSS, before applying for one of the individual awards.
Gillivervet is now working towards an award for its ambulatory work, which covers the handling of animals, equipment, vehicles and suitability of consulting areas.
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