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In three years CHCC will be a veterinarian cat only clinic. The building will be warm and inviting with a variety of artwork, the waiting room will have a "living room" feel with an area rug. There will be colonial style cabinetry with distressed finish and a reception desk in the same style that can accommodate two people. There will be two to three examination rooms, each with computer terminals, colonial cabinetry, and small exam tables. Bathroom will be moved to the first floor to accommodate clients. The second floor will be configured as a treatment area with lab equipment and ward.
We will have a highly trained and skilled staff that is committed to continual education. The hospital will have a continual education standard specifying the types and amount of training each team member should complete. In every case there will be an annual requirement for communication and listening skills. A portion of everyone's salary will be tied to demonstration of improved knowledge and skills as well as teaching and assisting other staff members with their education.
We will have "patient's" and "owner's" bills of rights that clearly delineate what they can and should expect from us. We will have an efficient and effective system for educating clients about the best care for their pets including a variety of written handouts, physical models and computer video materials. Our support staff will have the skills and knowledge to explain pet's needs. We will have excellent systems in place for reminding owners to come in for appropriate wellness visits as well as for recheck visits to monitor medical/dental conditions. We will communicate regularly with our clients through newsletters, post cards, Email, phone calls and our web site.
We will have established excellent customer service standards that are regularly checked through client focus groups, questionnaires and independent verification. A portion of everyone's salary will be tied to customer service ratings. Clients will receive estimates for all procedures along with an explanation of the procedures themselves. Owners will be informed if we anticipate costs above their original estimates before those expenses are incurred. Doctors will be able to focus their time on diagnosis/surgery/treatment, client communication, staff training, expanding their knowledge and skills as well as developing new opportunities for the hospital's growtBuy custom CHCC Vision term paper
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