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
One of the Onswitch values is “Inspire”
The others are:
Collaborative
Innovative
Passionate
And
Honest
For the last 20 years we have worked to help you build a customer centred approach in Veterinary practice
Why?
Well without the human saying yes to treatment plans or giving meds or paying the bill the patient doesn’t get the outcome they need and you want
So customer centred practice matters to patient outcomes
It hasn’t been easy.
It isn’t easy.
And sometime it’s bloody hard to keep going.
When the overwhelming voices we hear from the profession have negative thoughts or views about clients and their motivations or behaviours it is tough.
We are all people.
It’s tough right now for all.
So when a surprise Bettys hamper arrives and someone says “Thankyou for the inspiration” it makes a massive difference to the end of the week
So thankyou 🙏
Thankyou for listening 🙏
Thankyou for engaging with the subject 🙏
Thankyou for pausing 🙏
Thankyou for hearing the alternative perspective 🙏
The customer experience matters as it is the enabler for the patient, flock or herd outcome
Without the people, the client, the owner, nothing happens
#CustomerExperience #Cx #TeamExperience #Tx #People #Inspire
#OneVetTeam
#Thankyou
Another webinar tonight looking at those pesky bottlenecks
Practices have done amazing things to smooth the workflow and keep caring for patients
It’s been a long tiring lockdown for everyone and practice teams have been awesome
Finding time now to take a time out and look at bottlenecks is a very worthwhile use of time as we get ready for 2021
Think of it as a finding minutes and hours back
They are there to be found
A few minutes here and there
Reducing inbound calls
Taking payments at the first opportunity so stopping queuing to pay
Stopping the “Give us a ring” phrase when we can sort another way
Finding where you can smooth the flow and get time back makes a big difference
So finding your bottlenecks is a good thing to do!
#OneVetTeam
#Bottlenecks
#Cx
Got to love a surprise @Bettys Christmas hamper
Lovely to get a wee gift and the appreciative words hit home
Thankyou #OneVetTeam #Thankyou #Appreciative
Words are important
Asking “How are you doing?” Or “how’s your day been?”leads to a series of chat turns helping folks talk about life
If we ask “are you ok?”the answer “I’m fine” is likely & chat flow stops
#RealTalk #ConversationAnalysis @LizStokoe thanks sharing expertise
https://onswitch.co.uk/product/opening-your-own-vet-practice/ part 2 of Open Your Own Practice today
8 fab focussed folks looking to be the boss
So important to know what thriving new sites do and why some stutter & grow too slowly
2021 dates #BalancedScoreCard #Customers #Team #OperationalEffectiveness #Finance
Open your own practice course part 1
8 folks looking to be the boss
Exciting for all of them, a range of practice types too
Such an opportunity right now
Creating a community focussed service led different practice is the way to go
Be local
Be community
Be you
#OneVetTeam
Really useful thread about the importance of clarity and meaning in communication
Good to read what has worked well and what was less helpful
#WordsBringConsequences
#ChooseWisely #IndieSAGE