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When you next come into our surgeries, you may notice a difference in reception! To help us deliver truly 5-star customer service and provide a fully personalised experience to every customer, we’ve decided to implement deskless reception areas.

The intention of doing so is to:

• Create a warm, welcoming reception space where we can deliver an efficient check-in process – with no need to queue.
• Provide customers with one-to-one service with our customer experience colleagues.
• Enable medication to be collected quickly at a time that’s convenient.
• Deliver a personalised check-out to ensure all our customers needs are met (and their pet’s, of course!).

A better service for you & your family

This will provide valuable opportunities for our team members to be able to sit with every customer (in our clearly defined dog & cat seating areas), answering any questions they might have, chatting about our services, addressing any concerns and discussing insurance claims. We know pet ownership is a family affair, so if you’re bringing the little ones in with you, they’ll be nicely occupied having fun in our new children’s play areas.

Another benefit of the transition to a deskless reception area is alleviating anxiety for pet’s that find visiting the vets a worrisome experience. It can get very busy in the areas around reception desks in veterinary surgeries, with customers and their pets either waiting to check in or out. With our deskless receptions, you’ll be able to relax in our open plan waiting area, with our customer experience teams coming to you instead. Please help yourself to the refreshments on offer, and if you have a nervous pet, you’re also more than welcome to take one of our blankets spritzed with Pet Remedy – a natural calming spray.

Thank you for your patience

There will be a short period of adjustment for our teams as they adapt to this new and improved way of working, but we’re confident that after this settling in period, all our customers will see and feel the benefits.

We want to make each and every visit to The Pet Vet as comfortable as possible for all our customers and their pets. If there’s anything we can do to improve your next visit, please let our customer experience teams know and they will be more than happy to help!