{"id":4742,"date":"2019-05-03T15:48:50","date_gmt":"2019-05-03T19:48:50","guid":{"rendered":"https:\/\/qa.vet.purdue.edu\/news\/?p=4742"},"modified":"2024-11-21T11:22:31","modified_gmt":"2024-11-21T16:22:31","slug":"sah-client-liaison","status":"publish","type":"post","link":"https:\/\/vet.purdue.edu\/news\/sah-client-liaison.php","title":{"rendered":"Client Liaison Initiative Improves Customer Service Experience for Small Animal Hospital Clients"},"content":{"rendered":"\n
\"Cindy
Cindy Lavignette (left) works with Chelsi Laposi (right) and her five-month-old corgi, Hemingway, during a wellness visit with Small Animal Primary Care. Cindy and her fellow client liaisons work to streamline the client experience at the Purdue University Veterinary Teaching Hospital<\/a>. <\/figcaption><\/figure><\/div>\n\n\n\n

A new program at the Purdue University Veterinary Teaching\nHospital is showing promising results.  Client\nsatisfaction surveys conducted by CalPro Research indicates that the new Client\nLiaison Program adopted by the Small Animal Hospital is responsible for a more\nthan ten percent increase in client satisfaction at check-in and check-out.<\/p>\n\n\n\n

Now just one year old, the Client Liaison Program is designed\nto streamline communication between clients and service providers by giving\nclients a dedicated point for communication. \u201cWe conceived of this new\ncommunication management program when considering how we could make the intake\nprocess easier for clients,\u201d said Veterinary Teaching Hospital Administrator\nAlan Schrope. \u201cThis led to a number of other responsibilities for this role.\u201d<\/p>\n\n\n\n

The Small Animal Hospital launched the Client Liaison Program in April 2018. Seven liaisons were designated and spent time shadowing the hospital\u2019s fifteen veterinary specialist teams, formulating and refining new intake and communication processes. The liaison program continues to develop based on the needs of the specialist teams and their clients.<\/p>\n\n\n\n

The client surveys ask questions about issues ranging from\nprofessionalism to friendliness and convenience to perceptions of compassion\nand care for the pet.  \u201cThe program has\nbeen well-received so far, particularly the check-out process,\u201d said Cindy\nMisenheimer, Help Desk manager and reception supervisor.  \u201cOur new processes are friendlier and less\nstressful for cats and post-surgical dogs. Our liaisons are responsible for\nrunning communication between the \u2018front of house\u2019 and \u2018back of house,\u2019 and\nmaking sure our clients\u2019 questions and concerns are efficiently communicated to\nthe clinicians treating patients.\u201d\n\nCynthia Ralston, client liaison for the small animal\nsurgery teams, explained, \u201cMy job is to be the client\u2019s assistant while the\npatient is here. The goal is to improve communication with clients and provide\nupdates from front of house to back of house, set expectations, and generally\nsteward clients through the process of their time here.\u201d  Alan Schrope added, \u201cWe are pleased to see\nour customer service improvements reflected in the client experience.\u201d\n\n\n\n<\/p>\n","protected":false},"excerpt":{"rendered":"

A new program at the Purdue University Veterinary Teaching Hospital is showing promising results in client satisfaction.<\/p>\n","protected":false},"author":7,"featured_media":4914,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[41,31,29,27],"tags":[1147,1149,445,1146,1144,1148,1145,193,67,196,51],"class_list":["post-4742","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-faculty-staff","category-hospitals","category-our-people","category-services","tag-alan-schrop","tag-calpro-survey","tag-cindy-lavignette","tag-cindy-misenheimer","tag-client-liaison","tag-customer-service","tag-cynthia-ralston","tag-service","tag-small-animal-hospital","tag-spring","tag-vth"],"acf":[],"_links":{"self":[{"href":"https:\/\/vet.purdue.edu\/news\/wp-json\/wp\/v2\/posts\/4742","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/vet.purdue.edu\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/vet.purdue.edu\/news\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/vet.purdue.edu\/news\/wp-json\/wp\/v2\/users\/7"}],"replies":[{"embeddable":true,"href":"https:\/\/vet.purdue.edu\/news\/wp-json\/wp\/v2\/comments?post=4742"}],"version-history":[{"count":5,"href":"https:\/\/vet.purdue.edu\/news\/wp-json\/wp\/v2\/posts\/4742\/revisions"}],"predecessor-version":[{"id":25781,"href":"https:\/\/vet.purdue.edu\/news\/wp-json\/wp\/v2\/posts\/4742\/revisions\/25781"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/vet.purdue.edu\/news\/wp-json\/wp\/v2\/media\/4914"}],"wp:attachment":[{"href":"https:\/\/vet.purdue.edu\/news\/wp-json\/wp\/v2\/media?parent=4742"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/vet.purdue.edu\/news\/wp-json\/wp\/v2\/categories?post=4742"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/vet.purdue.edu\/news\/wp-json\/wp\/v2\/tags?post=4742"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}