Highcroft Veterinary Group has had 11 of its clinics rated “outstanding” by the RCVS Practice Standards Scheme (PSS) following their entry for the PSS client service award.

Highcroft team.
Some of the team at Highcroft with their ‘outstanding’ awards.

The Bristol-based practice’s hospital entered additional PSS awards for diagnostic service, emergency and critical care service and in-patient service, receiving an outstanding rating for each.

Consistency

Hospital manager Chris Gudge said: “We wanted to enter the PSS awards to satisfy ourselves we were doing everything we possibly could to build our clients’ confidence in us.

“We are a large practice, so ensuring consistency across all of our sites was the biggest challenge, but we were rigorous in ensuring our management team visited each site and went through the requirements of the awards in detail.

“[That way] we could be sure every team member knew what was expected of him or her at every stage and why it was important.”

Sense of pride

General manager Birgitte Sow added: “Assessment day was nerve-wracking, but the RCVS assessors put the teams at ease and we were obviously delighted with the outcome.

“There’s a strong sense of camaraderie and family at Highcroft, and achieving the PSS awards with an ‘outstanding’ rating has given us all a great sense of pride.

“Going forward, we fully intend to keep up the good work – listening to clients, developing our team and enhancing the facilities and standards of care we offer to our patients and their owners.”

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