Article Text

Download PDFPDF
Special report: Cx conference
CCTV in consultations can lead to better care

Statistics from

By Adele Waters

Introducing a CCTV system to monitor consultations and front of house client management can improve customer service and staff motivation.

That is the experience of Glenbrae Veterinary Clinic, a group practice across three sites in Glasgow.

Two years ago it installed CCTV cameras at reception and in some consultation rooms.

While staff were initially wary, they have now accepted that monitoring has improved the service they provide as well as their client management skills.

Angela McNellan, practice manager, told last week’s Cx (veterinary customer experience) conference in Nottingham: ‘I was a bit shocked when I first started watching our consultations. I’ll be …

View Full Text

Request Permissions

If you wish to reuse any or all of this article please use the link below which will take you to the Copyright Clearance Center’s RightsLink service. You will be able to get a quick price and instant permission to reuse the content in many different ways.

Linked Articles