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For the research, Miele commissioned independent market research firm Sapio to interview 1000 pet owners and 100 UK-based vet practices.
Veterinary practices have good reason to worry about complaints: the research showed that 89% of veterinary clients would be quick to tell others if they were dissatisfied with any aspect of the practice or care received. 63% said they would air their grievances on an online review site and 60% said they'd share their views on social media.
Those figures appear to be borne out by the fact that only 10% of vets said they had not seen any negative comments online about their practice.
Interviews with pet owners also found that the top five factors to affect a practice's reputation were: standard of care, a clean and hygienic environment, good customer service, the cost of treatment and waiting times, in that order.
64% of vets agreed that practice hygiene has become increasingly important with cleanliness of staff uniforms and waiting rooms among the first things that customers notice.
The suitably spruce Sam Bailey (pictured right), Sales & Marketing Director for the Professional division of Miele said: "Vet practices are increasingly coming under the same online scrutiny as hotels and restaurants and are being judged on everything from customer service through to staff appearance and waiting times.
"As our research results show, vets are already concerned about their reputations and it’s not just customer service and care outcomes that matter to pet owners, they also have high expectations when it comes to the practice environment too and are looking at cleanliness, hygiene and staff appearance.
"Through our network of approved partners we are working with more and more vet practices throughout the UK to ensure their on premise laundries not only meet WRAS regulations but also support their standards on hygiene, infection control and cleanliness."
The research found that 93% of practices have a washing machine on site, but two thirds of those use a domestic machine rather than a commercial one. 69% of staff also take their uniform home to wash in a domestic machine.
Only commercial machines conform to the WRAS regulations, with thermal disinfection capabilities to minimise the risk of cross infection.
The survey also provided an argument for using a robust commercial machine able to cope with high levels of usage and the variety of materials needing to be cleaned: 83% of practices said they use their machines more than once a day and listed bedding, drapes and gowns as the most common materials that need to be cleaned regularly.
Les Marshall, Sales & Marketing Director at Miele Professional, said: "Our research shows that veterinary staff realise the importance of hygiene when cleaning their laundry. At Miele Professional we understand that preventing infection is key. When caring for animals who need medical care, reliable and effective equipment that can wash items ranging from bedding to gowns to reusable bandages is essential.
"As a leading supplier to the care and hospital sectors, all our machines are tested and approved to Water Regulatory Advisory Scheme (WRAS) category 5 for mains connection in any high-risk establishment."
The company says that in addition to meeting WRAS category 5 requirements, it's machines:
Miele Professional is exhibiting at the London Vet Show and will be holding a seminar on 'Controlling the risk of infection with a commercial laundry system' in the Business Theatre on 18 November, 12-12.50pm.
The seminar will explore the benefits of using a commercial laundry over a domestic machine, best practice around thermal disinfection and why it’s vital for veterinary practices to meet WRAS category 5 requirements.
For more information visit www.miele.co.uk.
Reference
95 respondents were surveyed online in June 2016