Why Team Track?
Understanding why team members wish to join you and want to leave you is the biggest single priority for a veterinary practice today. And for this reason, team engagement and understanding the reality of the team experience is an essential Key Performance Indicator.
Onswitch analyse all the responses submitted by managers, vets, nurses and customer care colleagues to produce a bespoke TeamTrack report, highlighting performance in each of twelve measures of engagement, along with five ‘three words’ summary charts and a team NPS score.
What will I get?
The Onswitch TeamTrack survey contains four elements:
1. Twelve questions inspired by the Gallup Q12 survey, used across the world in businesses large and small. The wording and order of the twelve questions have been crafted to return the most accurate measurement of employee engagement, and ensure data is always robust and comparable over time
2. Three words. We ask the team to give us three words that best describe how they feel about how the practice cares for clients and patients, how it approaches medicine, and how they would describe the workplace to friends and professional colleagues. Using their own language allows team members to honestly describe the practice, and word clouds are created by bringing together everyone’s answers visually. Representing all the three words given proportionately in size according to the frequency of mentions allows key themes to stand out
3. Start / Stop, Do more / Do less. Team members are asked a number of questions about what they would change about the practice, collecting detailed suggestions but also highlighting where there are common threads mentioned by many. This makes it easier for managers and team leaders to prioritise actions
4. TX Score. The Team Experience Score, TX Score, is inspired by the internationally recognised tool NPS. This process works by asking people how likely they are to recommend their workplace as a great place to work to their professional colleagues. They allocate a score on a 0 to 10 scale with promoters score 9 or 10 and would actively recommend, whilst detractors score between 0 and 6 and would definitely not recommend. Passives who score 7 or 8 are discounted and the percentage of detractors is subtracted from the percentage of promoters, to give a final NPS rating. The latest national average NPS rating for UK veterinary practice is -6.
From this we provide you with a report with your teams’ findings along with recommendations of what to do NOW, SOON and LATER to improve your Team Experience (TX) and work towards a strong employer brand.
Next steps:
NOW: Purchase TeamTrack today.
SOON: Within 24 hours Onswitch Team will send you your personal survey link for you to distribute among your team and start the process.
LATER: The Onswitch will provide you with your final report capturing the Team Experience findings and our recommendations.
Testimonials
Alison spent the evening with BSAVA talking about how to have conversations with clients in the unplanned consults.
We covered a lot of ground and the journey starts well before the consult took place.
Start with the “Bit before you”
What has happened before you say hello?
Life is complex and we do need to know more about how owners end up in front of you.
Their journey matters,
Their start point matters,
And people care deeply about their pets.
Of course we went a bit off piste into skills gaps, loo roll choices and ethical challenges … but we did! Worth a listen if you have access ☺️
#Onswitch
#BitBeforeYou
Today we welcomed our first intake of graduates to our 7 Steps Consult Skills workshop!
Great to welcome new team members from across the country to the profession and support them in nailing the client experience in the consult room. Getting these key communication skills are so essential and important for careers.
We have now added a new date in December for the next graduate specific intake, check it out👇
Graduate Consult Skills - Onswitch
onswitch.co.uk
Graduate Consult Skills An interactive workshop to give you the skills and confidence to get the best out of your client communications. BOOK NOW Consult skills, for new and recent graduates First of ...This week we have worked with a practice on enhancing their client experience with a key focus on empathy. How we can demonstrate it, why it’s important for owners to hear and how this can impact outcomes.
Great to see the light bulb moments and as always there were plenty of post it notes!