Highcroft Veterinary Group, a Bristol-based practice, has had 11 of its clinics rated ‘Outstanding’ by the RCVS Practice Standards Scheme (PSS) following their entry for the PSS Client Service Award. The practice’s hospital entered additional PSS Awards for Diagnostic Service, Emergency and Critical Care Service and In-patient Service, receiving an Outstanding rating for each. Highcroft Veterinary Group is one of the UK’s leading practices and joined CVS (UK) Ltd in 2015. Its 24-hour state-of-the-art hospital and referral centre sees patients from across the South West.
The Practice Standards Scheme (PSS) is a voluntary initiative to accredit veterinary practices in the UK through setting standards and carrying out regular assessments. The Client Service Award is given to practices which demonstrate high levels of care for their clients.
Commenting on Highcroft’s achievement, Hospital Manager Chris Gudge said: “We wanted to enter the PSS Awards in order to satisfy ourselves that we were doing everything we possibly could to build our clients’ confidence in us. We are a large practice so ensuring consistency across all of our sites was the biggest challenge but we were rigorous in ensuring that our management team visited each site and went through the requirements of the Awards in detail so that we could be sure that every team member knew what was expected of them at every stage and why it was important.”
General Manager Birgitte Sow added: “Assessment day was nerve-wracking but the RCVS assessors put the teams at ease and we were obviously delighted with the outcome. There’s a strong sense of camaraderie and family at Highcroft and achieving the PSS Awards with an Outstanding rating has given us all a great sense of pride. Going forward, we fully intend to keep up the good work – listening to clients, developing our team and enhancing the facilities and standards of care we offer to our patients and their owners.”