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

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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 …

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