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to the highest ethical standards possible and consistently strives to offer five- star customer service to our clients. The needs and best interests of our clients and patients always take precedence. The staff of Macungie Animal Hospital cares for and treats each patient as if he or she was our own pet and each client as family. Exceptional customer service begins
with our client service representatives the moment a client calls on the phone or walks through our door. We strongly believe that excellent client communi- cation is essential. Each member of our technical staff spends a great part of their day educating clients on specific condi- tions and products or answering any other questions the client may have. We offer free delivery service of pre-
Exceptional customer service begins with our client service representatives the moment a client calls on the phone or walks through our door.
scription diets and medications to all of our clients two nights a week, the tech- nical staff members have business cards that are given to clients and we hold monthly client education lecture series for our clients and the community. We have created the Sacred Star Pet Hospice Program and have a grieving room, the Rainbow Room. All of these services make us unique and give us a competi- tive edge in our industry.
3. What is your mission and vision, and how does the practice hold to the mission? Macungie Animal Hospital is dedi-
cated to providing pets with quality, affordable medical and surgical health care. Our facility is designed with the most advanced diagnostic technology to meet the needs of our patients and ensure owners are receiving the best pos- sible care. Our professional and experi- enced staff brings integrity, ethics and compassion to the clients and patients they serve. The mission of Macungie Animal Hos-
pital, coupled with AAHA’s standards of excellence, motivates our staff to provide the best in patient care and extraordinary customer service every day. The owner of Macungie Animal Hospital, Nancy Soares, VMD, founded the hospital in 2007 with the guiding principles and
Trends magazine, May 2013
vision of a facility that consistently prac- tices superior patient care in addition to demonstrating compassion and concern for our clients. We celebrate the human-animal bond
and continually improve upon our ser- vices and offerings based on the chang- ing needs of our clients and the emerging technology and concepts of veterinary medicine. In addition to traditional medi- cal care and laser surgery, Macungie Ani- mal Hospital also offers chiropractic and acupuncture services and cold low-level laser therapy. We have also created a hos- pice program, which is dedicated to pro- viding care to geriatric and terminally ill patients in the final stages of life as well as educational instruction and emotional support to the people who love them. Our facility was specifically designed
for the care and comfort of our patients. We have separate dog and cat wards in addition to spacious exam rooms and runs. The entire facility is kept meticu- lously clean. For our grieving clients who must say goodbye to their pet, we have a peaceful Rainbow Room and a side exit from which they can leave without going through the front lobby. Our staff is equipped with the tools
they need to succeed in their roles through continuing education and regu- lar department and staff meetings. We educate each staff member on the his- tory of the hospital, our mission and the AAHA standards of care. The team’s primary emphasis for each patient is always exceptional care and safety. Our staff members recognize the importance of communication, ensuring that the cli- ent understands the value of the services provided and leaves our facility satisfied. We are proud to display our mission
and AAHA accreditation as a sign to our staff and community that we hold our- selves to a higher standard. We are con- tinually humbled and honored that our clients choose us to care for their animals.
4. What is the Macungie culture? The culture at Macungie Animal Hos- pital is one of commitment to the highest
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