Values

Established in 2001, our fundamental purpose has always remained the same – to achieve the best patient outcomes by working with the people who care for them.

Understanding the needs of the people who care for your patients (and tailoring your service provision around them) is good for everyone – patient, client, team and business. In veterinary practice the client is just as much a vital part of the care pathway as your patient.

We’re often asked about our name, Onswitch. The simple truth is that we chose it because it captures our unwavering commitment to, and passion for, what we do – making the customer experience the best it can be. It’s constant. Never off. Always on.

Equally, our approach has never changed. It's all about patient outcomes and when it comes to optimising them, there are no shortcuts, no clever apps. Just time, understanding and action.

CONTACT US

OUR SERVICES

In inspiring and facilitating our clients to make positive changes to their customer experience they deliver, the support we provide covers four areas:

MEASURE


CALL AND CONSULT COACH
LEARN MORE

TRAIN

COACHING AND TRAINING FOR INDIVIDUALS, TEAMS AND ORGANISATIONS
LEARN MORE

RESEARCH

BESPOKE PROJECTS, PRACTICE AUDITS, CUSTOMER JOURNEY MAPPING AND FOCUS GROUPS
LEARN MORE

INSPIRE

SPEAKER SESSIONS AT EVENTS AND CONFERENCES
LEARN MORE

WHAT OUR CUSTOMERS SAY

SEE WHAT OUR CUSTOMERS SAY ABOUT US

  • Just wanted to say a massive thank you for the course [5 Steps Telephone Skills] - eye opening and so interesting, it has changed the way I think and will handle calls forever.

    Camilla Church, Vet and Business Owner, Perth Equine Vets

  • Thank you very much for the Mini Fixer Report – two have just come by post and they look really smart. I’ve put a keen member of the team on to it – she’ll look to action the recommendations…

    Anne Stewart, Robson and Prescott Vets

  • We use the Onswitch Index every month as an accurate and effective tool to randomly monitor the quality of our call answering. In this way we ensure that we maintain our high standards and can give the team appropriate feedback…

    Ian Stroud, Vet4Life

  • We’re always looking to further improve the service we give to our clients, – we pride ourselves on always going the extra mile, and our Mini Fixer is another tool to help us measure performance…

    Verity Johnson, Sandhole Veterinary Centre

  • Onswitch created and led a team session with us a few years back and I was really pleased with the results. Shaping our approach together, as to how we put the customer at the heart of everything we do, was so valuable…

    Adam Tjolle, Inglis Vets

  • Jackie Elsey, our Customer Care supervisor, receives the Index mystery shopper report each month. The charts are clearly presented, so it’s easy to see how we’ve done, compared both to recent months and to the national average in each measure…

    Willow Veterinary Centres

  • The Fixer report weighed in at over 100 pages, detailing the findings of a range of research with clients, local owners and pet care businesses, as well as a comprehensive audit of four key aspects of our business…

    Jonathan Newman, Newman Watters Vets

  • I just wanted to extend my thanks for the training (5 Steps Telephone Skills). It’s really well put together and I really enjoyed the way it was delivered. I think the whole course is brilliant and have asked my practice administrator to get the rest of the reception team on it too! I will be making some changes to my vocabulary imminently! Keep up the good work!

    Sammi, Chalkland Vets