Vets And Clinics

[Staff'n'Toller]

Recently I read a practice building magazine. It had an article talking about the types of things that pet owners value, and that these are not necessarily the same as the opinion of a Practice Manager or Senior Vet.

I agree that once we have been in the industry for a long time, what we think clients appreciate, perhaps they don't really care about, and maybe we are not doing enough of the stuff they do actually care about.

So....what is it that you really like about your Vet Practice??? It can be 'the little things' to something really huge but I am not going to give examples in case I steer the thread in any way.

I will say that we try to give very accurate price estimates, we do not overservice and if prices exceed expectations then clients are duly notified and an agreement is made on how to proceed, so if we can stay away from cost of services talk that would be really great. If your Vet always gives huge discounts or you get litter vacc's for $10 a pop that's great...it's just not the info I really want to know.

Thanks in advance.

Edited January 21, 2010 by Staff'n'Toller

[Serket]

I like:

*That they seem to respect my decisions, e.g. none of the vets at the practice have given me any trouble about not having my puppy desexed at 6 months - they did ask, but they respect my decision. Also, they didn't push anything more than a C3 on me when Gypsy's vaccinations were due, and no mention was ever made of the heartworm injection (for me, those are good things - another vet I saw elsewhere kept going on about it despite me saying I was not interested)

*That most of the vets are very friendly, and keen to discuss things about your dog, e.g. breeding, training, diet (and when the vet hadn't heard of Artemis he asked for all the details and went to look into it so he was up to date)

*Treats for dogs during consultation (some vets only though)

I dislike (not that you asked!):

*That sometimes I feel I get sent home with 'extras' that aren't actually necessary (e.g. antibiotics for things that would probably clear on their own) - I wonder if most pet owners feel they don't get 'value for money' if they take their dog to the vet and don't get given anything just charged the consult fee?

Nothing else comes to mind at the moment

ETA: I'd like to see the same vet each time, or actually know who each vet is (no first names ever given and last names only on the receipt for the visit)

Don't care about the waiting room etc as long as it's clean, enough chairs and space for the number/type of animals it needs to hold

Edited January 21, 2010 by Serket

[Muttaburra]

Well my "new" practice, the one I will be going to in future, had a really roomy consultation room with a lounge, very homey.

[Staff'n'Toller]

Well my "new" practice, the one I will be going to in future, had a really roomy consultation room with a lounge, very homey.

I hope for their sake it's vinyl with teflon coating!

[Cosmolo]

Fabulous vet- getting to see the same vet every consult is awesome

Practice uniforms and clean facilities without the over powering 'vet' smell. A little bit is okay but the really strong smell makes me nearly pass out (its a classically conditioned response )

Easily accessible scales to weigh dogs

I like to read animal related things while waiting- so some of the cute coffee table books my vet has are great to have a flick through.

I love friendly vet nurses who acknowledge me and my dogs

I like the cat adoption unit in the window

Treats for the dogs after or during consult and time taken to make animals confortable during consult

Given choices regarding treatment when appropriate and vet supportive of raw diet.

I DON'T like that the door takes so long to close- would prefer a fast closing door as the clinic is on a busy road

I think thats all for now..

[Miss B]

Well I work at my regular vet clinic, so I don't have a whole lot of feedback to offer on that front. But I do see specialists from time to time. I like to exceed client expectations at my own clinic, so I am always very critical of customer service when I am the client myself. My reptile specialist is lovely, as are her nurses. They always remember who I am and make an effort to greet my animals by name (despite the fact that they are lizards ). I had a receptionist at another specialist treat me quite rudely recently, I had just spent $1,200 on an MRI scan for my dog so needless to say I wasn't very impressed

[16Paws]

Our vet remembers who we are and seems to genuinely care for the wellbeing of our pets. He is very good at explaining conditions (in laymans terms) and always provides more than one solution. The clinic staff are friendly and sincere. I don't think we've ever left feeling doubtful about the advice we've been given. They are not product bias (i.e. they never try to sell a particular food, etc but instead discuss the advantages and disadvantages of all options).

It took them about 2 years to start pronouncing our cat's name correctly Probably the down side is the comfort of the clinic, there is only a small waiting room with an L shaped bench so it can get tricky trying to keep animals separated.

[Kissindra]

- genuinely friendly reception staff

- some toys/books for the human kids

- lots or pamphlets for different animals related products/services within the local area

- I really like seeing a notice board with cards/letters from clients and funny animal related cartoon snippets/quotes - gives the impression they care about having a good relationship with clients and are down to earth animal people...plus I just really love "the far side"

[Kelpie-i]

I'd prefer the vet nurses to be interested in my dogs but not lovey, dovey and smoochy mushy wooo

Grassed, outdoor areas as alternatives to indoor waiting rooms

Good looking male vet who doesn't think that every dog owner has no clue about dogs and who doesn't push their SPIV'd (sales person jargon) dog food every time

Good reading material

Pictures of their clients (animal variety)

[dancinbcs]

In order of priority

1. Experienced, knowledgable, dedicated vets that know what they are doing and care about the animals. (If this isn't met, nothing else matters)

2. Available 24/7.

3. Reasonable fees.

4. Good nurses that care about the animals and keep everything clean.

5. Necessary equipment eg, X-ray, ultrasound, etc.

6. Allow owners in with the animals for procedures or surgery if requested.

7. Listen to owners who know what they are talking about.

8. Prepared to try new treatments when they have nothing else concrete to offer.

9. Parking at the door.

10. Scales in the waiting room.

The look of the surgery or waiting room is of absolutely no interest to me. The fancier it is the higher the fees are to pay for it. I would much rather just receive quality vet care with no fancy extras.

[Staff'n'Toller]

Good looking male vet who doesn't think that every dog owner has no clue about dogs and who doesn't push their SPIV'd (sales person jargon) dog food every time

We have one guaranteed hottie and awesome bedside manner to boot (no, he has nothing to do with my clinic) in the SE but I'm not sure where you're situated Kelpie-i.

[Muttaburra]

Well my "new" practice, the one I will be going to in future, had a really roomy consultation room with a lounge, very homey.

I hope for their sake it's vinyl with teflon coating!

There didn't seem to be anything stinky about it, it was great having a large consultation room, it had the usual table and treatment area of course.

[Golden Rules]

I like the little things the staff do which always seem to make a difference as you walk out the door.

Things like I often pop in on my way past when out walking, and weigh the dog/s. They never mind and always record the weight even though we don't have have a consult.

The treating at a consult works a little toooooo well My boofa boy starts barking as soon as we get into the consult room, demanding a treat. And of course he gets one.

I had to leave one dog at the vets one day for Xrays, they happily boarded the other dog (he had separation anxiety) for me at no cost, so both dogs could be together.

The last operation my boy had, he came home with a bandana around his neck which said "I have been very brave at Victoria Park Vets" which, while of no consequence, was a nice thing to do.

They have let me return products I have bought from them when I have changed my mind for whatever reason.

Their prices are very reasonable and they always offer to post off my insurance form and receipt directly to the insurance company for me.

I also like that they all wear uniforms and the clinic is always clean.

The only thing I don't like is when they have training staff or inexperienced staff handle your animals. I collected my two large dogs from the vet one day and an obviously inexperienced staff member had attached their leads to the thin wire rings on their name tags, rather than the D rings on their collars. Dogs pulled towards me when they were brought out and both broke free in the full consult room.

I took in some goodies at Christmas time for them as I'm not sure the staff all get the recognition they deserve. I know vet nurses don't get paid well and yet they do a wonderful job with our beloved furry friends

[fbc]

Good looking male vet who doesn't think that every dog owner has no clue about dogs and who doesn't push their SPIV'd (sales person jargon) dog food every time

We have one guaranteed hottie and awesome bedside manner to boot (no, he has nothing to do with my clinic) in the SE but I'm not sure where you're situated Kelpie-i.

Yeah theres one in Ballarat who not too bad on the eyes either plus hes a great vet

[OSoSwift]

A receptionist the remembers me and my animals and when they are on tablets all the time, has some idea of what type - eg heart medication.

My problem is I was a receptionist/vet nurse/ groomer over 14 years and have a very retentive memory for the above things and it completely shits me when others don't.

The new receptionist took 12 months to remember who I was another 12 months to remember my animals names or breeds, and has only recently remembered Brutus is on heart medication!

Brutus gets tablets monthly and check ups often!

I guess it is hard when I think it is something so simple for them to remember, but maybe it isn't???!!!

[Christina]

When I moved a few years ago I visited 3 vets before deciding to use the 1 do now.

1st visit was with a new puppy for a check. The vet said she is nervous I will just give her a cuddle first.

That was the best start the previous 1 handled them like a lump of meat. So I have gone there ever since.

What I like

The vet is a breeder/show/judge & some of the staff breed/show too so they are thorough, know all about breeding concerns

& have lots of breeder clients.

Always helpful if I phone over some worry, big or small.

Always explain everything & answer my questions or concerns.

Are nice to the animals & pleasant to the clients.

Say come down straight away if I have a big problem.

Never try to sell me anything I don't need.

Clean, well equipped & up to date with everything.

Open long hours. Very happy & recommend them to anyone looking for a good vets.

[sas]

1) I get the same Vet everytime who knows my dogs history.

2) I get a Vet I trust and is clearly all about the dog not all about the $.

3) I get a Vet that is compassionate about Rescue and offers free/discounted services/products.

4) I get a Clinic whose Vet Nurses are lovely and not grumpy bossy over opinionated prats you get in a lot of clinics.

[~Archie~]

I use to work there, I know the vets, and I know what to expect.

The vets are knowledgeable, sensible and practical. They give Archie & my cat treats in the consult.

It's clean and friendly.

[stormie]

4) I get a Clinic whose Vet Nurses are lovely and not grumpy bossy over opinionated prats you get in a lot of clinics.

Well, in my opinion, it's probably you that are the problem anyway, with your stupid giant dogs slobbering all over the place making them have to do more work to clean up after you.

[Benny_and_Bella]

I agree on all of the above!

But another thing I'd like - it has been mentioned - is 24 emergency. And not just a pager an actual number to call and speak to the vet.