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.”

View your activity >

Leave a Reply

Be the First to Comment!

Notify of
avatar

wpDiscuz

related content

The UK’s largest group of independent practices has announced it has put well-being at the top of its agenda for 2017.

Staff at a Lincolnshire practice have made a clean sweep in collecting all five “outstanding” awards open to it under the RCVS Practice Standards Scheme.

A memorial service for veterinary surgeon and former RCVS president Bob Michell will be held on Friday 10 March.

2 mins

Two-thirds of clients who signed informed consent forms viewed the document as disempowering them, instead giving control to the vet, a study has found.

9 mins

Leadership, innovation and culture change are the central themes in the RCVS' three-year strategic plan, which was published on 16 January.

6 mins

The 2017 edition of the NOAH Compendium of Data Sheets for Animal Medicines is now available.

4 mins