Comment, compliment, complain

a) The reception team were helpful and polite prior to my visit

 

b) The information in the letter/wallet which was sent to me prior to the appointment at Northwest Surgeons was useful
(Does not apply to emergency cases)

 

c) The instructions to prepare for the appointment were clear and easy to follow. (for example what documents you were required to bring with you, what to expect in terms of the consultation process, what to expect in terms of fees and dealing with insurance companies)

 



a) The telephone was answered promptly when I called Northwest Surgeons

 

b) The telephone was answered politely when I called Northwest Surgeons

 

c) My telephone query was dealt with efficiently

 

d) My telephone query was dealt with satisfactorily

 



a) Reception staff were courteous

 

b) Reception staff were attentive

 

c) Reception staff were friendly

 

d) Reception staff were helpful

 



a) Northwest Surgeons was easy to find

 

b) Northwest Surgeons' building was clean

 

c) Northwest Surgeons' building was well maintained

 

d) Suitable facilities were available for me on arrival at Northwest Surgeons

 

e) Suitable facilities were available for my pet on arrival at Northwest Surgeons

 



a) Clinical staff were prompt in appointments and other communications

 

b) Clinical staff were professional

 

c) Clinical staff were friendly and approachable

 

d) Clinical staff showed high levels of expertise

 

e) Clinical staff guided me and explained things clearly and in terms I could understand

 

f) I felt that I remained in control of the decision making process for my pet at all times

 

g) I felt confident leaving my pet under the care of Northwest Surgeons

 



a) The financial aspects were managed with due regard to the sensitivity of dealing with my pet at a time of illness

 

b) I was given an accurate estimate of costs by the clinician

 

c) The financial aspects were clearly explained to me at all stages

 

d) Staff dealing with the financial aspects were polite and helpful

 

e) If Northwest Surgeons performed a Direct Claim to your insurance company:

i) The process was explained clearly and in terms I could understand

 


ii) The paperwork was clear, easy to follow and complete

 


iii) The opportunity to make a Direct Claim to my insurance company (rather than settle the account myself before reclaiming fees from my insurance company) was financially important to me.

 



a) Instructions given at the time of discharge were clear

 

b) My pet was clean and well presented at the time of discharge

 

c) Support provided for me and my pet after discharge was good (Applies only if it was necessary for you to contact your clinician at Northwest Surgeons after your pet had been discharged)

 



a) I would return to Northwest Surgeons with one of my pets

 

b) I would recommend Northwest Surgeons to friends and/or family

 

c) How would you rate your overall experience with Northwest Surgeons:

 



Any other comments?