Why should we do this?
We know that many practices struggle to map business processes, even before the pandemic hit them hard. Mapping the customer journey through a practice allows bottlenecks and issues to be identified, and targeted solutions to be put in place.
Post-Covid it’s vital that practices can see their workflows plotted clearly in order to:
- Optimise financial recovery
- Prevent burnout of the team
- Ensure safe and effective working practices
How will it work?
Onswitch will undertake extensive research with every practice chosen for the project, collecting data in three key areas:
- Telephone calls to measure how clients are advised to attend
- Web audit to ascertain provision for webchats, online registration, appointment booking, remote consults etc.
- Information gathering direct from the practice regarding processes and protocols used
What will my practice get?
Each practice will receive two bespoke customer journey maps – one showing current workflow and a second detailing how to optimise it. Three debrief options are then available:
- Team workshop
- Detailed insight delivered one-on-one by an Onswitch team member
- Interactive session with Alison Lambert
Testimonials
So one of Team Onswitch need a tooth sorted
Been grumbling on through lockdown and now needs this
So a trip to the dentist
All safe and secure
Full PPE and spaced out appointment for deep cleaning etc
Assessed and recommended root canal work
The next day this arrives in the post - yes actual paper not an email or text or call or chat ......an actual letter
Clearly laid out
To the point
Time bound estimate
With pricing
Very clear and impactful
So made us ponder veterinary estimates for those non urgent work ups and ops
Given the root cause of many difficult situations is mismatching between estimate and final fee this approach is timely and clear
The letter is unusual as many folks dont get letters very often as most communications are text or email or app based
So this stands out
You can hold it
You see it
You stop and focus
So one option for all non urgent procedure is a written and posted estimate ...
What do you think?
It’s clear
It’s also time limited
Worth a ponder ....
Time to have a business health check and see what might help
onswitch.co.uk/business-health-check/
#OneVetTeam
#StaySafe
#Estimates
Happy birthday to Werrington Vets🥂
A full year of trading in a pandemic for a new practice and so pleased to see the results so far
Congratulations 🥂
Opening your own practice is a dream for so many people and now is a good time
Even in a pandemic now is a good time to be the local community focussed, service quality led new practice in town!
Understand your local catchment area
Who will join you and why?
What will be your compelling reason to change to you?
Why would anyone leave one good practice to join you?
So understanding the core essential success factors in a new practice is step one
So start with our “Open Your Own Practice” day
Just like the team at Werrington Vets did
Learn what really makes a practice tick and why successful ones are successful
Learn what to avoid doing that so many do!
Next day in February
onswitch.co.uk/product/opening-your-own-vet-practice/
#OneVetTeam
#CustomerExperience
#BeTheBoss
So another Tuesday and a
#Shamii moment
#Cats have a way of keeping life very simple
Today #Shamii is doing a bit of a “pre wash” on the remains of a pudding bowl
What do you reckon he is thinking today?
#OneVetTeam
#Cats
#Shamii
#StaySafe
Awesome
“We change the world when we change what we do”
Small changes
Massive impact
Role model
Be the change you want for others
#OneVetTeam
When a client asks you on web chat or email for a price for an everyday fee ...Tell them!
Please don’t say “ring us”!
Reduce inbound calls means answering everyday fee questions on apps,emails,web chat
Save time
Reduce inbound call
Better still put prices online
#OneVetTeam
Curious reading @theRCVS facts as you do!
Anyone got data on % of these members who are parents of school age kids?
@BritishVets @bvnauk
Can’t find data on how many colleagues are parents
Help
#OneVetTeam
Thankyou