Wednesday 16th Sep, 2020

2020 TPLO+ Client Clinical Outcome and Customer Satisfaction Results

Our 2020 clinical outcomes and client satisfaction results are in!

Roundhouse Referrals is Scotland’s only Referral Practice to openly publish clinical outcome and client satisfaction results for Tibial Plateau Levelling Osteotomy (TPLO) surgery.

When we launched Fixed Price TPLO+ Surgery we loved the idea of providing price certainty for referral clients and referring vets. We also wished to back up this price certainty with clinical confidence: being open with owners and referring vets about our clinical and customer satisfaction results.

The 2020 results use previously published owner TPLO surgery questionnaire adapted to get additional feedback on customer satisfaction as well as clinical outcome. This enables Roundhouse Referrals to benchmark their most recent surgeries to 2019’s results, as well as previously published results.

The 2020 questionnaire results show an across the board Clinical Outcome improvement: (2019 in italics):

100% (97%) of dog owners rated their pets’ outcome as either excellent 87.5% (85.29%) or good 12.5% (11.76%).
100% (94.1%) of pet owners agreed that if faced with having to make a similar decision again, they would choose to have the TPLO+ surgery done at Roundhouse Referrals.

The results from the Customer Satisfaction Questionnaire demonstrate that:

  • 96% (100%) of Roundhouse Referrals’ clients felt supported throughout the referral process
  • 100% (96.97%) of clients felt that the TPLO+ surgery was adequately explained
  • 95.8% (100%) of clients were happy with the continuity of care throughout the referral process.
  • When asked for if they would recommend Roundhouse Referrals to a friend or colleague, the Net Promoter Score for TPLO+ surgery at Roundhouse Referrals was 88, well within the upper quartile for healthcare (>77).

Ross Allan lead surgeon said: “the 2019 results allowed us to consider what areas of TPLO+ could be improved and we did make some small changes to our service. The purpose of our Clinical and Customer Service Audit is to review our progress, and consider what else we can do to continue to optimise the TPLO+ clinical and customer service”.

“We are delighted with our 2020 results, immensely proud of the team effort that has enabled us to achieve them and will commit to publish our TPLO+ clinical outcome and customer satisfaction questionnaire results again in 2021”.

Roundhouse Referrals promises to work in partnership with referring veterinary practices to provide an easier referral system that will always return satisfied clients to the referring practice. To make an enquiry or refer a patient contact Roundhouse Referrals at 0141 649 1316 or email info@rhr.vet

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