For your nursing clinics to run successfully, you must:
To take your service one step further, why not offer full telephone support? Whilst each nurse is responsible primarily for his or own client base, it is a nice idea to create a directory of services available, clearly stating procedures and protocols and the names of the staff members with a special knowledge of that subject.
This need not be restricted to the nurses, all of the veterinary surgeons can be entered too, which is especially useful in practices with several branches and a large amount of staff. This resource guide can be used by the reception staff to put the client in touch with the best member of staff to deal with their query. The beauty of this is that a receptionist does not have to spend valuable time on the telephone going through the ins and outs of a subject that they may not know much about. This way, if someone rings about a chinchilla, they can be put straight through to the staff member who happens to keep one themself.
A prompt call back service is essential and greatly appreciated by the clients, so do make sure that if the "chinchilla adviser" is in Ibiza for two weeks - then the second most suitable staff member is informed and contacts the client as soon as possible.
Finally, with any new project - feedback is important. 3 months after the launch, send out a card to the first 50 clients to use the service asking them to rate your performance. Positive feedback is great and must be relayed to the nurses involved. Negative feedback can be used to make improvements.
It does take a lot of time and hard work to get these clinics up and running successfully, so don't be disheartened if it takes several months to really get going. Good luck!