For almost a year now, Craig Road Animal Hospital has been sending out surveys to every client who brings a pet to Craig Road and who has given us an email address . Hospital Administrator, Mike Falconer, talks about why, and introduces some results for September 2013.
by Mike Falconer
August and September are always a strange months for us and for a lot of other veterinary hospitals. It tends to be quieter for routine things and it seems that we are very busy one moment and then very quiet the next. However, this year we have a couple of promotions going on: our low cost spay and neuter special and enhancements to an ongoing effort to improve pet dental care year round. We have also had the launch of our “Pets In Transit” service which offers house calls, deliveries, drop offs and pick up of pets. All of these things going on have meant that although certain days have been a little slower around Craig Road Animal Hospital, others have been extremely busy. This always presents us with a challenge, in terms of staffing and in terms of work flow.
Our customer satisfaction numbers for September look great however! I’m really proud of the improvements that we have made this month – so a big thank you is due to the staff. We still have areas to work on, wait times in particular are a focus area at the moment, but things are in general going in the right direction. in the key category of “how likely are you to refer a friend to our animal hospital?” the extremely likely numbers went up by almost 8%. Like wise, the number of people who rated us “excellent value for money” went us by 3.2%. The “less than expected wait time” numbers unfortunately went down by 4.7%, however our “unacceptable wait time” halved to 0.9%.
Finally, a big thank you to everyone who completes our surveys and gives us feedback – even the negative ones. It is extremely helpful to us to get this feedback and I hope that existing and new clients find it reassuring. As always, below the graphs, we have some of our favorite comments from this month. We even managed to have some nice comments on Yelp and Google places that did not get “auto filtered” – a big thank you to those reviewers as well. You can find us on Yelp here, or Google here.
If you ever have any comments, concerns, or complaints please feel free to reach out to me, either by phone, email, or the next time you are in the hospital.
I have been bringing my pups to Craig Road Animal Hospital since 2006. No matter what doctor I would see I always felt my pups were in good hands. From the moment we enter the door to the time we leave, I’ve always felt well taken care of.
Excellent visit….since Gracie is tough to take to the vet due to her temperament, it creates lots of stress on my part. The doctor, Dr Beyers, did a lot to make our visit comfortable. He was down to earth, calming, and very good at making me understand Gracie’s situation, which is that she is a nervous nelly, more than myself, and prone to idiopathic urinary issues. Thank you so much.
I was so impressed with the staff, everyone from the Vet to the ladies behind the counter were very nice and made me feel more comfortable during a bad situation. I will definitely be back and will be bringing all my pets to your office. The office and rooms were spotless..very impressive in all areas..Thank you for taking care of my pug!
I love this place and I will keep taking my babies to this place. The entire staff is awesome =]
I have brought my pets to CRAH since shortly after they opened. I am always pleased with the care and recommend it to friends in the area.
Nahima has always had excellent care from Dr. Mych and staff. Everyone is very caring and it shows. Nahima never seems to mind going to visit Dr. Mych and will even get on the scale without a hassle. Thank you for the excellent care and kindness that you extend to your furry friends and their families.
Dr. Hagstette has been our vet for several years and several pets. She has always listened and been understanding of our concerns. She has also been very straightforward with her explanations and diagnoses. We are very happy with her. The front desk and nursing staff have also been very personable and professional.
I have recently moved from Henderson and I thought you were terrific!! I have three dogs, three cats, and four parrots, so I’ll definitely be seeing you again! Brewster thanks you — he’s feeling great!
Dr. Whitcraft was professional and personable. She was caring and tender with our little puppy. Her assistant Lindsey was very thorough in explaining the care our puppy needs. I was pleased with the visit and feel comfortable in giving the care of our puppy to Dr. Whitcraft and the staff at Craig Road Animal Hospital. Thank you.
The Doctor and staff made sure to answer my questions that I had about Bennie. Everyone is very nice and I appreciate the later hours. Bennie doesn’t like other dogs and it makes it so much easier for me to bring him in the evening when it is not so crowded.
The facility itself is beautiful. Very clean, and the staff is very friendly. I think I’m switching from my current vet. And your hours are unbelievable.
I really appreciate everything you’ve done for my animals and taking care of their health. I also appreciate the reasonable prices that the animal hospital offers. I am very impressed. Thank you ,so very much. –Jessica
We’ve put a lot of stock in the staff at your clinic since we’ve been on this side of town… and so far, have never met a stranger, have felt very comfortable with anyone we see. As your staff usually says we can drop by almost any time, I do still call to see if I can “drop by” in an hour or so, and the answer has always been “yes”. So, “any wait time” is acceptable. I think we’ve seen almost all of your vets (whether there now, or in the past) and we’ve not had any issues at all. Thank you for the care that you give to our “kids”.
Our overall experience was delightful. My kitty (Mandy) is always scarred to go to the vet and she can be a handful. The staff & Dr. made the experience more relaxing than expected. I would definitely recommend your facility to a friend or family member with a family pet. Thank you!
I want to thank all the staff for the caring and concern you ALL showed my dog Lee Lee when I brought her in on an emergency. I had never been to see you and just looked in tbe phone book and prayed you guys were good. Everyone there went above and beyond to make sure my dog was cared for and that we were comfortable. Dr and her assistant kept us fully informed. I was even offered a drink….WOW….. You didn’t try to make me do a lot of tests that would run a bill up like I have had happen to me in the past by my own vet in California. I have told many ppl about you and the excellent care you all give. Thank you very much, Mari B. Weisser and LeeLee P.S. LeeLee Loved her birthday card
I am very grateful I have found Dr. Stone as my Vet. She is remarkable. She had caught a misdiagnois on one of my dogs that had gone on for 4 years and caught it in the first visit. Dr. Stone is wonderful in explaining things and spends the time needed. This particular visit I saw Dr. Daniels who was also extremely helpful with my pet. Also was glad to spend the time needed to explain things to me. I have had nothing but great experiences at Craig Animal Hospital. Donna lance
Very good service by all who helped us. The Vet took time to explain everything to me and looked over the x-rays with me as well. She showed a true concern for both me dogs. The Vet’s assistant was very helpful and caring with them both. Took the time to ensure my dogs felt safe with her and the staff. Also , thanks to Stephens(1st name?) for all her help with getting me and the dogs in and out and with all the paperwork for the bill. Thanks again for all the help!
My husband and I were very pleased with your hospital. Not only was it a quick visit, but every one on staff was wonderful and most importantly treated my puppy like it was there own. We have already recommended you to others and we Will be back for all our pet needs. The best thing that happened was my dog was comfortable and not scared at all.we were extremely surprised he didn’t cry or even flinch during his shots. He didn’t even notice.thank you so much for answering all our questions for we are new parents, this is our first dog and I and extremely over protective of my baby . Thanks for everything we will be back in a month.
Bill & Susan Z.
All the staff at the Craig Rd. Animal Hospital are great. For the most part we always see Dr. Hagstette who is always great. Our two dogs just love Juliet. But I have to say everyone has treated us great. We thank all of you for taking good care of our two little boys Mr. Bo Jangles and Sir Sammy. Luv Ya All Bill & Susan
Dr. Finder was amazing! She was fantastic with our dog and very knowledgeable! She answered all the questions we had and made us feel very comfortable. When we come back in the future, we will definitely be requesting to see her.
I will continue to come here the hospital director Mike and Dr Daniels we’re both great, they met all my needs and made sure all my needs were met. I have already recommended Craig rd animal hospital to all my friends.
The staff & doctor’s are the very best you could possibly find. They truly treat you & your pet as their only concern. I feel blessed to have such a knowledgeable & caring staff taking care of my two pets.
Tweeter and I just love Craig Animal Hosp, and especially Dr. Hagstette who has been treating Tweeter since he’s been a puppy! Overall we have been pleased with everyone for their hard work. Thank you all!!
I try to keep my pets with one vet so they are familiar with them. I have had 3 excellent Dr.s caring for them over the last 10 yrs. Not only are they skilled and knowledgeable, but compassionate, kind and concerned. Each one cared and cares for my pet as if it were their own.