Survey shows Roundhouse Referrals are top dogs when it comes to pet care

Ross Allan, RCVS Advanced Practitioner in Small Animal Surgery and Surgical Lead at Roundhouse Referrals (Photo: 'Iain McLean)
Ross Allan, RCVS Advanced Practitioner in Small Animal Surgery and Surgical Lead at Roundhouse Referrals (Photo: 'Iain McLean)

Roundhouse Referrals in Pollokshaws, Glasgow has become Scotland’s first Referral Practice to publish clinical outcome and client satisfaction results for Tibial Plateau Levelling Osteotomy (TPLO) surgery.

The Referrals practice based in the award-winning Roundhouse Hospital, launched in 2017 and since then has implemented a number of innovative measures designed to widen access to Advanced Surgery.

These innovations include their ‘Fixed Price TPLO+’ Surgery – a guarantee that pet owners will have no additional costs, should complications arise and further treatment be required following TPLO surgery.

Ross Allan, RCVS Advanced Practitioner in Small Animal Surgery and Surgical Lead at Roundhouse Referrals, said: “We loved the idea of providing price certainty for Referral Clients, allowing those with no or lower levels of insurance to access our services and plan their finances. We also realised that in putting ‘Fixed Price Fix’ first and foremost we are also immediately highlight the possibility of complications and we felt the very best way to provide context for owners and referring vets would be to be open about our outcomes.”

Following on from this Roundhouse Referrals have published the first of what will be a series of reports on TPLO+ clinical outcomes and customer satisfaction.

The clinical outcome data was collected using a previously published questionnaire which enabled clients to give feedback on their pet’s recovery and status following their TPLO+ surgery.

The results show that over 97 per cent of dog owners rated their pets’ outcome as either excellent (85.29%) or good (11.76%) based on the first 70 TPLO+ surgeries performed. A figure which compares favourably with studies that have been previously published.

Additionally, 94.1 per cent of pet owners agreed that if faced with having to make a similar decision again, they would choose to have the TPLO+ surgery done at Roundhouse Referrals, compared to 84.6 per cent of owners in the previous study.

The results from the Customer Satisfaction Questionnaire showed that 100 per cent of Roundhouse Referrals’ clients felt supported throughout the referral process, 96.97 per cent of clients felt that the TPLO+ surgery was adequately explained and 100% would recommend Roundhouse Referrals to a friend or colleague.

Ross explained: “Pet owners whose dogs’ had been through TPLO+ surgery and rehabilitation completed this questionnaire, enabling us to start measuring the outcome of the surgery, our aim being to ensure the surgery is optimal for the pet, and that owners feel supported throughout the entire surgical journey.

“We are delighted with these results, and will continue to monitor our outcomes and commit to publish our TPLO+ clinical outcome and customer satisfaction questionnaire results in the months and years ahead”.

Roundhouse Referrals promises to work in partnership with referring veterinary practices to provide an easier referral system that will always return satisfied clients to the referring practice.

To make an enquiry or refer a patient contact Roundhouse Referrals at 0141 649 1316 or click here