SER­VICE

Dr An­to­nia Trol­lope of Eclipse Park Vet­eri­nary Surgery in High­fields chats about their com­mu­ni­ty­ori­ented cen­tre.

Highfields' Own - - Stellar Service -

WHAT DO YOU THINK MAKES STEL­LAR SER­VICE?

It’s about de­liv­er­ing more. It’s a few steps be­yond cus­tomer sat­is­fac­tion. It’s about stick­ing to val­ues and en­sur­ing your clients and their pets are re­ceiv­ing the best pos­si­ble ser­vice we can of­fer. Not just meet­ing their needs but also try­ing to pro­vide that lit­tle bit more. Re­ally, it is just about build­ing re­la­tion­ships while also be­ing help­ful and un­der­stand­ing.

HOW LONG HAVE YOU BEEN IN THE IN­DUS­TRY?

A long time. I grad­u­ated in 1989 from St Lu­cia cam­pus, Bris­bane. I worked in both city (Syd­ney) and ru­ral (Biloela) prac­tices be­fore trav­el­ling overseas in late 1992. Af­ter work­ing in the UK for 18 months I re­turned to Aus­tralia in 1994 be­fore fi­nally mov­ing to Toowoomba in 1995. I had a dream to own my own prac­tice one day and in late 1999 this dream was re­alised with the open­ing of Eclipse Park Vet Surgery.

ARE YOU A DAR­LING DOWNS OR HIGH­FIELDS LO­CAL?

I have lived in Cabar­lah since 1997, so I’m not sure if 20 years counts as a lo­cal – but I like to think it does! My early child­hood was spent grow­ing up in PNG and then later in the Gold Coast hin­ter­land where my par­ents owned a rhubarb and av­o­cado farm.

HOW OLD IS THE BUSI­NESS?

We opened our doors on October 20, 1999. At that stage we were one vet and one nurse and also a mixed prac­tice at­tend­ing to some large an­i­mal calls as well. Now we are 100% small an­i­mal prac­tice.

WHAT DO YOU PRIDE YOUR­SELF ON?

Our val­ues, hav­ing a great team, great clients and great pa­tients. Our val­ues are placed on the walls around the surgery to re­mind us of why we do what we do. We aim to en­sure our clients and their pets are happy with their choices so we can nur­ture a re­la­tion­ship that hope­fully lasts for years. We are very open to feed­back and en­cour­age our clients to let us know if they are not happy with some­thing. It gives us a chance to recog­nise our short­falls and make any nec­es­sary changes.

WHAT’S IN THE FU­TURE FOR YOUR BUSI­NESS?

We are cur­rently fo­cus­ing on well­ness plans. Well­ness plans have been around for a few years now and we know it is the best way to main­tain a com­pre­hen­sive health pro­gram for cats and dogs. Pets ben­e­fit be­cause they get what they need, when they need it. This is crit­i­cal in High­fields and sur­rounds as geo­graph­i­cally we are in one of the worst ar­eas in Aus­tralia for paral­y­sis ticks. Clients ben­e­fit as it is con­ve­nient, cost sav­ing and re­moves the stress of try­ing to re­mem­ber due dates. We do all the think­ing for them. There will also be more ren­o­va­tions and new tech­nolo­gies as we move into the fu­ture but we want to al­ways re­tain our fam­ily at­mos­phere so our pa­tients are happy to visit, along with their ‘hu­mans’.

THE BOND WE SHARE WITH AN­I­MALS WILL AL­WAYS BE PART OF OUR THER­APY

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