Consult Coach
ConsultCoach is a unique feedback process that provides individual support and insight for clinicians, guiding you towards optimal client communication.
A smartphone is used to capture audio visual records of consults, which are then uploaded securely via a web app, reviewed remotely by the Onswitch team and scored against seven key communication criteria.
You get personalised and confidential feedback that will help you refine your consulting technique, whilst clients and pets get the best care – all without any disruption to the normal flow of the day.
ConsultCoach is a unique service provided by Onswitch and offers a number of benefits:
- Tailored CPD investment in individual team members
- Personalised opportunity to develop in the consult room
Consult Coach is available for $250+gst per individual consultation reviewed.
Why is it important?
Adhering to a standard consult process bonds clients through trust, supports the team and improves patient outcomes through better client conformance.
ConsultCoach uses the 7 Steps, a simple and clear set of guidelines to help vets and nurses deliver superior consults, developed from the Calgary Cambridge model used in medical schools across the world. The model is based on the principle of building an open and trusting client / clinician relationship through a standard process – asking for information and listening to the client, collecting evidence through a physical examination, explanation of findings, recommendation and planning of next steps, followed by a decisive close:
- Prepare yourself
- Create a rapport
- Ask open questions
- Carry out an obvious pet examination
- Make recommendations
- Check understanding and signpost next steps
- Book the next appointment or contact
Testimonials
From our conversations with many of you in practice we have heard you say that discussing the cost of care can be tricky. Thats why we have launches the "Talking about care and discussing fees" course!
This workshop has been developed to support both customer care and clinical teams in discussing veterinary fees confidently and clearly with clients.
Topics covered will include:
• Why value matters
• Building trust and empathy through client communications
• Discussing cost – the importance of transparency and understanding
• How to demonstrate value, not just the price
• What happens when we don’t do it well
• Creating best-practice conversations about fees
Now taking bookings for the first course running in April!
onswitch.co.uk
We know that for many people working in veterinary practice, discussing the cost of care can be tricky. This workshop will give delegates practical skills needed to handle these conversations confide...Worth a revisit
It’s all about connection.
There is admin that clients can do for themselves and are happy to choose to do if they wish to
Then there is a moment when care needs to be curated and coproduced eg the collaborative moments
So make sure to connect at point of need eg when a client needs help to know what to do
There’s admin
And there’s the need to help and connect
Most folks still call
Typically there are 1000 calls managed per vet per month and maybe a few hundred app chats or online bookings
So most folks do call as they need your help
So remember the phone still counts!
#FirstContactResolution
#FirstCallResolution
#Train
#Measure
#Manage
onswitch.co.uk/index.php/telephone-skills-5-steps/
Thinking of opening a practice? Join us for our Open Your Own Practice course coming up in February!
In this course we explore what it takes from writing your business plan to launching and how to make your vision come to life. This two part course is delivered via Zoom on:
Part 1: Thursday 16th February 6pm-8:30pm
Part 2: Thursday 23rd February 6pm-8:30pm
Give us a call to book your place: 01476 565343 or email info@onswitch.co.uk