Nursing the Senior Patient
Learning Outcomes
- Explain the relationship between client trust, emotional connection, and client loyalty in veterinary practice.
- Identify client behaviours that indicate positive engagement, including rebooking appointments, returning for future services, and following veterinary recommendations.
- Describe the purpose and application of key client experience measures, including Customer Satisfaction (CSAT), Customer Effort Score (CES), and client feedback.
- Analyse how client experience influences recommendations, repeat business, and overall practice success.
- Apply client experience principles to identify opportunities for improving client satisfaction, retention, and advocacy within a veterinary clinic.
CPD Points:
- 1 AVNAT CPD point