Turning pet owner experiences into trust, growth & team confidence
Working Feedback is helping the independent vet practice Nurture Veterinary strengthen their reputation, improve team morale, and support loyal pet owner relationships across their two practices.
The Story
The Nurture Veterinary Group operates two much-loved, community-focused practices in the South West of England: Nurture Vet GP and Dentist, Weston and Nurture Vet Hospital, Wells. Known for their compassionate care, clinical expertise, and the way they support both pets and their owners, the teams pride themselves on offering a personalised, reassuring experience for every animal that walks (or is carried) through their doors.
Previously, Nurture received around 1-4 thank you cards each week and would then have to contact clients individually to request permission to publish them. Because responses were rare, they were only able to collect one testimonial per month for their website. Google reviews were coming in irregularly, making it harder to get a balanced picture.
While always appreciated, this feedback method wasn’t structured and didn’t always provide the team with actionable insights. The team knew they were delivering exceptional care. They wanted a consistent, reliable way to capture that quality, showcase it publicly and spot any issues early.
The Challenge
Nurture needed a simple solution that would:
- Reflect the real experiences of pet owners
- Capture the emotional side of veterinary care
- Support both Google visibility and internal insights
- Deliver early warning alerts when something needed attention
- Strengthen team morale with real, meaningful recognition
- Help bridge communication gaps around pricing or expectations
- Require minimal admin (because pets don’t wait!)
With increasing scrutiny from The Competition & Markets Authority (CMA) and pet owners comparing practices more than ever, Nurture wanted a transparent, trustworthy way to show what they do best.
The Strategy
Nurture introduced Working Feedback across both sites in August 2025. SMS text messages and email requests now go out shortly after appointments, capturing honest, heartfelt experiences while they’re still fresh and authentic.
Instead of occasional reviews trickling through, Nurture now receives a steady stream of real pet-owner insight, spotlighting strengths and identifying small opportunities for improvement.
For the team, this has been inspiring; a daily reminder of the difference they make to people and their pets.
The Results
Pet owners across both Weston and Wells consistently describe the team as:
- Thorough, caring and knowledgeable
- Absolutely incredible
- Kind and helpful… beyond what we expected
- The best vets we’ve ever been to
Owners feel reassured, pets feel cared for, and the team can see the impact of their work every day.
“The positive comments our staff receive daily have boosted morale across both practices, and the insights we get from pet owners help us communicate better and keep improving. It’s become an essential part of how we understand and enhance the client experience.”
Stronger trust and reassurance for pet owners
At Nurture Vet Hospital, Wells, several reviews highlighted how grateful owners felt after emergency or complicated cases.
These kinds of comments reinforce long-term loyalty. Working Feedback makes sure they’re captured and not forgotten.
The feedback process also spotlights additional treatments and services, increasing awareness among pet owners and driving more enquiries that convert into additional opportunities.
Faster issue resolution and clearer communication
Although constructive feedback was very low, alerts helped Nurture spot small but important themes early, such as:
- Occasional delays in insurance processing
- Expectation gaps around pricing or wait times
This meant the team could respond quickly, improve clarity, and reduce future confusion.
A boost to team morale and togetherness
Feedback has:
- Reinforced positive behaviours
- Given both teams a sense of pride
- Motivated staff during difficult clinical moments
- Provided meaningful stories to share at team meetings
Leadership noticed that teams were communicating better, celebrating more wins, and feeling more connected to their purpose.
Working Feedback hasn’t just been useful; it’s become a quiet source of reassurance for the whole organisation.
Conclusion
Working Feedback has helped Nurture Veterinary Group turn everyday pet-owner experiences into measurable reputation growth. It provides a structured, meaningful and reliable way to understand what owners love, and what could be improved.
From team morale to Google visibility, from trust-building to better communication, Working Feedback is now a central part of how Nurture supports both pets and the people who care for them.
Nurture’s commitment to transparency and heartfelt care is now clearer than ever, strengthening relationships, improving communication, and helping the practices continue to grow.