For almost a year now, Craig Road Animal Hospital has been sending out surveys. Hospital Administrator Mike Falconer talks about why, and introduces some results for June 2013.
By Mike Falconer
As we promised last month, here are June’s customer service survey results. I was really quite pleased that we managed to improve in areas like “not very likely” and “not at all likely” to refer a friend to our animal hospital and the “unacceptable” wait times. We moved these three metrics from 0.7%, 0.7% and 1.4% respectively to zero! Unfortunately, at the other end of the spectrum, the “extremely likely” to refer a friend dropped by 7.2%. This month we have also included some quotes from the comments section of the survey.
We share these comments throughout the hospital, and use them extensively for staff feedback and training. We try to respond to any concerns as soon as we receive them – we want and need your feedback and we continue to appreciate you filling out our surveys and for reviewing us online.
If you have any questions please feel free to reach out to me or leave us a message in the comments below!
early this month, we lost our 15 yr. old cairn terrier to a bad heart and old age. We are still trying to recover from losing her and Sissie is now coping with being alone when we have an outside commitment. She did not want to stay in the office this, so I think she sensed an earlier memory that had included her sister, Tilly, and knew she was missing her company. The Dr. Cared for her gently and lovingly and seemed to help calm her concerns. We very much appreciate the tender care she received and the affordable care we got as struggling seniors in a tough economy. We love our pets as much as any other pet lover and maybe even more, since our pets are sometimes the closest friend and companion we have. Our health depends on our pets being there for us and we realize it most when we lose one of our family members, furry or not. Thanks for your loving attention.
Always good service and care. Thank You Ruth and Lorraine
Dr. Whitcraft is exceptional to work with in the care of Ruby and Diamond, very caring and knowledgeable. All of the staff are personable and helpful.
Always are completely satisfied with Dr Hagstette and her summation and advice and suggested treatment. The staff at Craig is always very cheerful and positive and makes you feel very welcome. I appreciate the service we have received at Craig and will certainly continue and will recommend Craig to our friends.
Great people – great care –
Having recently located to Las Vegas, it was very important for me to find a vet for our Corgi Aly. We’ve had both wonderful and awful experiences in the past. So finding a good fit was extremely important to me. The entire staff was absolutely amazing. They were helpful, courteous and knowledgeable. I felt that Aly would be well taken care of any time she needed services. So glad we found you guys!
I drive over 40 miles round trip to see Dr. Mych because he’s so awesome!!
I really appreciate the caring and compassion I and my peta receive every time we come in.
I have felt very comfortable with having Tink treated for her wound. Also her birthday card was darling, thank-you so much. Tinker is our life and we hers. Margery Murooka
I’ve been bringing my pets to Craig Road since 1997. first two cats, Brutus & Sissy, now deceased. second Sammy, my beloved Shih Tsu. Sammy was allergic to everything. For years he was at Craig Road for an allergy shot every other day & he got so much love, he actually liked going to the vet! When Sammy died in 2011 I got Maxie. The excellent care, concern & love continues for him. I’d never go anywhere else.
I absolutely love this hospital, the best experience I’ve ever had. Great staff and doctors. Thank you
You cared a great deal for Mattie. We adore her and wouldn’t want anything bad to happen to her.Thank you.
Dr. Stone was very helpful and professional. I would recommend her service to my friends. Stone brought to my attention to a few topics that I did not even ask about. Very happy to feel she covered everything and took time for the research of Buttin’s breeder in order to pick up the ball and tend to Buttin’s needs.
You have some of the most friendly and caring people working there that I have ever seen, it is apleasure to come in to the office.
I saw Dr. Whitcraft this visit, my babies regular Dr. Is Dr. Daniels, we absolutly love her! Generaly all the staff at Craig road is very good. I have recommened my friends and family to this office Thank you so much for caring for my babies. 🙂
The staff are always so nice and friendly, love taking of babies to Craig Rd Hospital, thank you
I have used Craig Road Animal Hospital since they opened! I use primary Dr. Mike and have also used variety of doctors when Dr. Mike wasn’t available. ALL doctors and staff are very professional and never had any issue with them. They are very up-to-date on todays medicine/tech/equipment etc. Even thou the visits and treatments are more expensive that other vet places, I believe it is becuase of the variety of needed meds/equipment needed for top notch care of our beloved furkids.
I brought my cats in for their rabies shots and was stunned that the exam was complimentary and I only had to pay for the rabies vaccine. Everyone at Craig Road Animal Hospital (all that I’ve dealt with) are friendly and they seem to really enjoy what they’re doing. Thank you!
Love Dr Roach..he was worth waiting for
Dr. Roach is the MOST amazing vet I have have ever had. I have had animals my entire life, and NEVER had such a caring, knowledgeable Dr. In my life! He is truly a miracle worker and have saved my friends dogs when they should have not made it! He truly has the most caring bedside manner with every animal. He is DEFINATELY the BIGGEST asset that clinic has! Besides Pam and Felicia the assts. They are truly amazing as well! Thank you Dr. Roach for again being the truly wonderful vet that you are!!!!!!!! WE will always stick with you! Thank you again for the care we are given by your staff as well!!!!!!!! Sarah Petcavage
tO ALL THE STAFF AT CRAG ANIMAL HOSPITAL, i CAN’T THANKYOU ENOUGH FOR TAKING SUCH GOOD CARE OF bUGSY ,OUR RABBIT. hE RECOVERED NICELY AND IS DOING GREAT. i HAVE KEPT HIM IN MY BEDROOM; WHICH IS NOW LIKE A BARNYARD’ WITH HAY EVERYWHERE’ BUT HE IS A VERY HAPPY BUNNY. wE ARE BUILDING HIM A NEW CAGE THAT IS MUCH BIGGER. tHANYO . SINCERELY, cAROLINE mChUGH
The young lady who check us out Kristen had excellent customer service. Our Dr was excellent. The Tec seemed to rush through her job and not show compassion for our pet.
Everybody was great. I was in the exam room waiting for over 20 min. for the doctor to come in. I’m sure there was something going on but it would have been good if sombody poked their head in and explained what was going on. Felt like maybe I was forgotten about. Again, everybody was excelent & apologetic about the wait.
Everyone was friendly, helpful and professional.
I have never had to deal with one of my animals getting sick. When I seen Nala’s eye so swollen, I panicked. I rushed Nala to Craig Road Animal Hospital. The employees were outstanding. Got me in right away and showed they really cared about what Nala was going through. Today is the 2nd day since we been to the vet and Nala’s eye has improved 100%. I certainly would recommend someone to this Animal Hospital. Very friendly and caring people who work here. TWO THUMBS UP!
MY CAT JAMAAL HAS A NAIL PROBLEM. IT HAS BEEN TREATED 3 TIMES HERE AT CRAIG RD.—IT HAS NEVER WORKED– NEVER HEALED DUE TO MAYBE TREATMENT NOT BEING CORRECT AND MOST IMPORTANTLY HIS NOT TAKING HIS ORAL MEDS. THIS VISIT A PLAN HAS BEEN SUGGESTED(REMOVE PROB NAIL) I THINK THIS WILL WORK–IT WAS EXPLAINED TO ME IN DETAIL IN LAY TERMS . I WENT HOME WITH WRITTEN ESTIMATES AND A CLEAR UNDERSTANDING OF WHAT I NEED TO DO NEXT. I AM SO GRATEFUL. NOW WHEN I RETURN FROM MY TRIP IN A FEW WKS. JAMAAL WILL HAVE SURGERY AT CRAIG RD. HOSP. THANKS, JOYCE MORRIS
You guys are great!
I love this hospital and refer everyone I know here
Becky does the grooming for Lilah and Trent and has since the very beginning. She always does a wonderful job and also let’s me know when they are ready for pick up. My dogs are always very happy when I pick them up from seeing Becky. Thank you.
Dr. Roach and his tech were both super nice and explained everything beforehand. I really like the fact that they give you a written estimate before they do tests. I also love the personal follow up calls. They made me feel like they genuinely cared about my pet.
Everyone at Craig Road Animal Hospital has been so helpful and great! Dr. Tampira is awesome :0)
Dr. Daniels is by far and wide the best!
We boarded April and as usual, everyone made her feel loved.
I love bringing rocksy Lynn there. Everyone is very nice. I do wish we didn’t have to get checked in by the doc every time she comes in for boarding but understand and respect wanting to make sure she is good before I leave her.thanks for always being there.
Great staff. Great service. Most definitely recommended! Love this hospital. And staff was excellent and very professional! Thank you so much for your service on my dog Zuko. Wouldn’t go anywhere else!
I love the hours that you are open, Makes it much easier for a working person than many other vet clinics
The staff are extremely friendly and caring towards not just my animals, but any I see brought in. I have friends that also take their pets here for vet care and have always been impressed with the service. The only thing that was lacking when I visited was that Osiris’ s file had not been updated from the time before that I brought him in. It was very important information since Osiris is a diabetic feline. It was not a big deal and I brought the vet on staff up to speed.
We really like Dr Roach 🙂
You all are the best!