Most veterinary hospital owners are proud of their doctors and support staff and know how hard they work to offer outstanding
patient care. Given that, it may be easy to assume that we are providing better care than we actually are. A client-satisfaction
survey is an excellent way to measure the quality of service – as perceived by clients.
Our hospital's survey does just that – provides feedback about how clients perceive the performance of individual doctors
and staff members who served them. When the survey is handed out, the names of individuals who interacted with the client
are circled. Then the results can be linked to an individual and used to evaluate his or her performance.
The survey may be completed at the end of a visit, but many are sent home with a postage-paid, self-addressed envelope. When
the survey is returned, the results are entered into a spreadsheet for later scoring.
With the survey results, I become the messenger of information instead of being perceived as "critical." Without a survey,
it is difficult for my staff to see that there are ways they can improve. However, with the results, we can work together
to solve a service "perception problem," rather than a "personal problem." To avoid difficulties, we ask associates to keep the results confidential. Compare each of the surveys to the high and low
performer in the staff member's employee group.
Another caution: Try not to give the survey only or mostly to your "best" clients, because this will bias the results. It
would be better to err on the side of giving it more often to clients who may have had a problem. That will reveal more about
where improvements are needed.
Dr. Dennis Chmiel
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To see a copy of the survey and spreadsheet, go to http://www.vlg.us/ and click on "VLG in the News".
Tip from:
Dr. Dennis Chmiel
Merrimack Veterinary Hospital
Merrimack, N.H.
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