Blake Vets surgeries in Burnham-On-Sea and Bridgwater have both received ‘Outstanding Client Service Awards’ from the Royal College of Veterinary Surgeons (RCVS).
This makes them one of very few practices in the area to receive the top level of this award.
The RCVS practice standards scheme helps pet owners to identify the areas in which veterinary practices excel.
This allows pet owners to choose practices that best fit their needs. Like the OFSTED rating for schools, practices can be awarded a ‘Good’ or ‘Outstanding’ award.
The Outstanding Client Service Award given to Blake Vets is awarded to practices which demonstrate the very best levels of care for their clients.
Sue Webster, one of the veterinary directors at Blake Vets, told Burnham-On-Sea.com: “We are delighted to receive the award and very proud of our team for striving to do their best for our clients and their pets. We all go that extra mile to make our clients’ experience with us as good and as stress free as possible. Being recognised for this by the RCVS has made all the effort worthwhile.”
Both Blake Vets practices were visited by an inspector who appraised the practices in many areas including client communication, telephone answering times, the information given to clients, staff training on handling difficult situations, monitoring of feedback from clients, and much more.
The inspector’s follow up report concluded: “There was a really nice welcoming feel to the practice and a positive culture of trying to do the best for the clients and their pets.”
He was particularly impressed by the commitment to client communication, the handling of bereavement and the leadership’s drive for excellent client service.
As part of the process, Blake Vets also had to undertake a client survey over three months to find out what clients thought about the practice and areas they could improve on.
“We had some lovely comments back from our clients and wish to thank them all for their positive feedback and support,” added Sue.