Clinic Stories

A Culture of Caring

Whether by design or default, all organizations have a culture, a personality of sorts. At Animal Care Center we try to focus on compassion, competency and continual improvement. So when the NJ Veterinary Medical Association contracted with a marketing group to conduct anonymous client surveys, we signed on. Titled the “Client Satisfaction Report”, clients were asked a series of questions on the professional and lay staff, the facility, scheduling, fees, perception of value, cleanliness, would you recommend others to the hospital, and so on. We looked forward to getting our clients perceptions and to learn how we could improve.

The veterinarian who forwarded the results, a man I have never met, wrote on the front of the report, “Very Impressive!” Each category was graded and compared to an average and to a high performer score, those in the 85th percentile. In every case, our score was comparable or higher than the high performer. A final Client Satisfaction Score was calculated. With a score of 2.9 out of a possible 3.0, we ranked in the top 99% of all practices surveyed.

What can we learn from this? We seem to be on the right track in meeting our clients needs and expectations. Are we satisfied with these results? Not at all. Although the survey indicated that there were no major changes that we need to make, there are a thousand small ways that we can improve. None the less, we are gratified that that our clients reflect the culture that we have cultivated – a culture of caring. If you have any suggestions on how we can get better please let us know. We welcome the opportunity to improve.

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