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The award is designed to help veterinary receptionists learn the skills, knowledge and mindsets required to contribute to the practice’s overall goals of clinical resolution, client satisfaction, financial resolution and colleague satisfaction.
Craig McDonald RVN, Area Manager at Medivet, said: “Our CCAs are the backbone of our practice teams and essential to ensure we meet our goals of delivering exceptional care, not just to patients but also to our clients.
"Many of our CCAs have already achieved AVR Bronze level and have told us about the positive effect it has had on their motivation, performance and enjoyment of their work. As a result, we want to ensure that this opportunity is now available to all members of this important team. It is a significant investment and likely to be a first step as many of our CCAs are also keen to work towards the Silver and Gold level AVR."
Kay Watson-Bray, co-founder of the BVRA, said: “We are delighted to be working with Medivet, supporting and training their CCAs through our Accredited Veterinary Receptionist (AVR) award and BVRA membership. The AVR award incorporates a wealth of resources for individual receptionists and for those who train and coach them. The aim of this award is to provide a structured body of knowledge for receptionists to master, leading to improved customer service, increased morale within the practice and a sense of personal achievement.”
Wendy Brown, Client Care Assistant at Medivet’s Oldham Chadderton practice, who has achieved AVR Bronze level said: “Studying for the course helped me to feel like a valued member of the team. It also boosted my confidence and I hope to study for the Silver and Gold level awards soon. I’ve worked at the practice since I left school and I’m nearly 62. I’m proof that you’re never too old to learn!”
The campaign uses Pennies, the digital charitable giving system which invites you to make a small donation when you pay for something by debit or credit card.
For the last four years, Medivet clients have been invited to make a donation of 50p when paying their veterinary bill, and the millionth donation was made at Medivet 24 Hour Shrewsbury this week.
Medivet says the funds raised have played a crucial role in helping to protect the rhino - enabling Wilderness Foundation Africa's Forever Wild Rhino Protection Initiative to support these critically endangered species across a wide range of activities. This includes the treatment of poaching attack survivors plus the care and rehabilitation of orphaned baby rhinos.
In terms of prevention, thanks to Medivet client donations, two cold scent tracker dogs have been deployed – Ella and Ziggy – who work with anti-poaching units, while support has also been provided for intelligence-sharing amongst local law-enforcement agencies. Funds have additionally been deployed to help drive global awareness, provide community services as well as essential field-based veterinary equipment.
Dr John Smithers, Senior Partner and Project Co-ordinator for Medivet Saving the Rhino, said: "We could not be more grateful to our clients for all they have done to help the survival of this iconic species. Their incredible generosity - combined with the support of our colleagues and partners - has made a real difference in the fight against poaching and we want to thank our clients for every donation made."
In South Africa, the Medivet-supported efforts to reduce poaching are co-ordinated by Dr William Fowlds, a former Medivet employee, who added: "This is a truly remarkable milestone and we are overwhelmed by the kindness of Medivet and its clients. The money raised not only helps protect the rhinos but helps bring to justice those responsible for the destruction of these precious and innocent creatures."
Alison Hutchinson, CBE, CEO of Pennies said reaching 1m donations was a remarkable achievement: “Pennies is proud to support Medivet’s Saving the Rhino campaign, and it’s been so inspiring to see one million individual micro-donations made through the digital charity box over the past four years.
"From all at Pennies, thank you and congratulations to the Medivet team and their hugely generous clients for reaching this milestone, for challenging the rhino poaching crisis in South Africa, and proving that small change truly does add up to mean big things."
Three cheers from VetNurse.co.uk, too. That's a big achievement by Medivet for an important cause.
Medivet says each topic is covered in a six-week module, delivered online by RVC lecturers using a blended learning approach to encourage learners to think critically. On successful completion of a module, the participant will get up to 18 hours’ CPD and a certificate from the RVC.
Rachel Mattia, Head of Learning and Development at Medivet, said: "The Medivet Training Centre delivers the initial training our nurses need to qualify as Registered Veterinary Nurses. Building on this, our partnership with the RVC means that we can now support their continued development by giving them access to state-of-the-art CPD from recognised experts in an engaging, interactive format that they can fit in around their work and home life."
"Our nurses are the lynchpins of our practice teams and we are committed to investing in their development throughout their careers through initiatives such as this partnership with the RVC."
The team at the centre will be led by Dr Ryk Botes (pictured right), a Medivet Branch Partner with a special interest in orthopaedics and, in particular, replacement surgery.
The company says it is investing in specialist equipment to help the team refine current surgical techniques, including a gait analysis walkway which will be used to help diagnose the cause of lameness and be a means to measure improvement in surgical cases objectively. The data it provides will also enable the team to publish its results in peer-reviewed papers.
Ryk, who qualified in South Africa and joined Medivet in 2013, said: "The volume of elbow, hip and knee replacements we undertake is growing rapidly and the creation of this new centre of excellence at Medivet Faversham will enable us to provide an even higher standard of service to our clients and to help develop and refine orthopaedic techniques for use by the wider veterinary community.
"Data from the gait analysis walkway will be particularly useful in sharing our findings in scientific papers. We will also use the data to support an ongoing research project in elbow replacement surgery in partnership with one of the leaders in implant technology based in Zurich, Switzerland.
Ella, a Bloodhound Doberman cross, is the first cold scent dog to work with anti-poaching units in the Eastern Cape of South Africa.
She has been trained specifically to work on crime scenes which are more than a day old and can follow poachers’ tracks to determine their entry and exit points to reserves, as well as their shooting positions.
Medivet says that during her first year, none of the reserves where Ella has been active have lost a single rhino. A number of court cases are also ongoing in other reserves as a result of evidence she has uncovered at crime scenes.
The cost of training Ella, her handler, support vehicle and accommodation has all been funded by the Medivet Rhino programme and by the generous donations of Medivet clients, through the Pennies digital charity box scheme.
To date, Medivet Rhino has raised more than £315,000 via Pennies to help fund this rhino protection programme.
Dr William Fowlds from the Wilderness Foundation Africa (and former Medivet employee) said: "As a cold scent tracking dog, Ella brings a formidable skill set to our anti-poaching units. Her ability to track human footsteps across a variety of terrains, day or night, is a significant deterrent to those thinking of killing our rhinos. In addition, her gentle nature makes her an endearing member of the team so, even though she’s a working dog, we can sneak a little cuddle in every now and again."
He added: "Ella is a game changer in our efforts to protect rhinos. The difference she has made to our work in just one year means that we are now working with our partner, the Chipembere Rhino Foundation, to extend our canine resources. We are indebted to Medivet and its clients for supporting our work by giving us this wonderful dog."
Dr John Smithers, Senior Partner and Project Co-ordinator for Medivet Saving the Rhino, said: "We could not be prouder of Ella’s work to track poachers during her first year in the Eastern Cape of South Africa.
"With her incredible sense of smell, she has brought a new dimension to rhino protection in this region, and all of the agencies involved in protecting this iconic species benefit from her presence.
"We are deeply grateful to all our clients and staff who have supported Medivet Saving the Rhino (through Pennies and other donations) and wish Ella and her support team another successful year ahead."
Established over 100 years ago, Alfreton Park Veterinary Hospital is based in a purpose-built clinic; one of four International Society of Feline Medicine (ISFM) recognised Cat Friendly Practices in Derbyshire.
Dr Nick Pine MA VetMB MRCVS has been at Alfreton Park since 1999 and has become a Medivet Branch Partner following the acquisition, together with his colleague Dr Matt Ingram CertSAS MRCVS. He said: "We are excited about joining the Medivet Partnership. It will help us to continue to develop what is an already successful, trusted and highly respected local practice and enable us to offer even more opportunities for our people."
Medivet Chief Executive Officer Dr Arnold Levy, said: "Alfreton Park is an impressive practice with a great team and we are delighted to welcome them to Medivet. Our model is focused on adding value to every practice that joins our partnership, and we look forward to working with Nick and Matt to build an even brighter future for the practice, its clients and patients."
Medivet owns 245 veterinary practices in the UK and its rate of practice acquisition had tripled in the last 12 months.
CEO, Arnold Levy said: "The 25 strong Regional Directors Team is a key strategic line of management and support for all our existing practices, and they are central to the successful integration of our new practices into our hub and spoke model. Even though each of our Regional Directors is an experienced, qualified veterinary surgeon, it is vital that they have time, knowledge and understanding of the Medivet business and operation to confidently support their practices in line with our model, in the right way.
"With the support of the Leadership Team, we will be using these next few months to ensure this newly formed group have all the skills needed to do just that."
Arnold added: "We have taken this deliberate decision to ensure we can maintain the very highest standards of client and patient care. Where our management team and support structures are already in place we will continue with our new acquisitions program, and once our Regional Management operation is fully embedded, we will confidently continue to grow our business in a sustainable, people and patient-first way."
The company, which has added over 50 practices to the business this year alone, puts its success down to the group's family feel, and the 'hub and spoke' model it operates.
Arnold Levy, CEO at Medivet, said: "There are lots of things that have led to us being in the position we are now: our wonderful team and partners across the country, our passion for offering the best treatment, and the opportunities we offer vets wanting to run and own their practice."
"Much of that stems from our unique hub and spoke model. Without it, we wouldn’t be where we are – it really is central to all we do."
Medivet’s hub and spoke model is comprised of nine 24-hour centres (hubs) located around the UK with state-of-the-art facilities. The rest of the Medivet group consists of an integrated network of practices, or 'spokes'.
Medivet says the model allows smaller branches to offer pet owners services that otherwise wouldn’t be possible – referrals or specialist diagnostics, for example, can be passed on to another nearby practice or the bigger 'hub' if needs be.
Alison Jones heads up Medivet’s 200th practice in Gloucester and celebrated the opening in October with the practice team and other senior partners from Medivet.
Alison said: "The vast expertise in both the clinical and management fields that Medivet has to offer can take a huge strain off a busy practitioner. In addition, the inter-site communications, along with help via the Support Centre from a team of specialists in areas such as health and safety, employment law and marketing means each clinic can still operate as a local practice, but has the back-up of the whole Medivet team when needed.
"I have been impressed by how even the managers have not forgotten what it means to be a practising veterinary surgeon and have not lost their compassion for animals or passion for our profession. I feel I am working with people 'like me' and that makes me feel secure and understood."
The company says it has already used part of the funding facility to acquire six practices – four in Wales and two in South London, with the aim to attain many more practices in 2017 across the UK.
Medivet now has 169 veterinary practices across the country, making it the fourth largest veterinary group in the UK.
Will Taylor, Corporate Relationship Manager for HSBC in Thames Valley, said: "It is great to see that Medivet has gone from strength-to-strength over the past few years, with an ambitious business. HSBC has enjoyed a long-standing and highly effective business relationship with Medivet and this latest deal will allow the business to carry out its aspiring acquisition plan and continue to grow at a rapid pace."
Dr Arnold Levy, Chief Executive Officer at Medivet, said: "This latest round of funding will allow us to take up a vast amount of opportunities that have become available to us and accelerate the pace of acquisitions of further practices across the country. Last year we acquired over 50 new sites and this year we plan to attain even more, which is significant progress for our business and testament to our strong financial backing."
Nick Hicks, HSBC’s Corporate Area Director in Thames Valley, said: "HSBC has enjoyed a highly effective and longstanding business relationship with Medivet, which went from the purchase of a small veterinary practice in Hendon, North London in 1987, to the acquisition of over 140 practices across the UK today. This latest financing package supports the continuing expansion strategy of this successful and acquisitive business."
Dr Arnold Levy (pictured right), Chief Executive Officer at Medivet, said: "This is the second wave of our acquisition strategy which will see us, as a privately owned company, expand our offering of veterinary practices across the country. Following the success of last year’s acquisitions, which were also funded by HSBC, we have continued our expansion across the UK a lot quicker than anticipated. This is significant progress for our business and testament to our strong financial backing."
Medivet has announced that the Pilgrims Veterinary Clinics based in Dartford and West Kingsdown have become the 100th and 101st practices to join the Medivet Veterinary Partnership
Arnold Levy, Managing Director of Medivet said: "We are delighted to welcome the Pilgrims group. Medivet was founded in 1986, and we have been growing steadily ever since. Our model is based on acquisition or partnership with existing practices. That means we are still entirely vet owned and vet managed - and I strongly believe this traditional partnership model is the reason for our success."
He added: "We invest alongside our partner practices. We share the cost of investment for new equipment, and we share the profits. This has been a consistently successful approach for us. It's given our group the resilience to thrive whatever the competition, or the state of the economy."
Veterinary nurse students at the Medivet Training College are celebrating a 100% pass rate in this year's VRQ Level 2 and Level 3.
Medivet's Head of Nursing Affairs, Kate Hunt said: "We are absolutely delighted with our students' results. The hard work and dedication of both students and college staff have ensured that we continue to be one of the UK's top training centres for veterinary nurses."
Along with Debbie Frost, the Head of college, Kate oversees all aspects of training for nursing and auxiliary staff, from the curriculum taught at the college to work-based learning in practice.
Kate added: "The focus of our teaching is to ensure that learners have exposure to a wide range of procedures and that they get sufficient support from other trained staff at all times. This ensures they can perform duties with care, and to a high level of professional excellence."
The RCVS-approved Medivet Training College was opened in 2002. College Principal and Medivet Partner, Erwin Hohn said: "Some years ago we became concerned about the shortage of qualified veterinary nurses in the UK. We realised that if we wanted to continue to give the best standards of care we needed to set up our own veterinary nurse training college. We now invest around £600,000 per annum in the training that the college provides."
According to Medivet, training with a large partnership can offer students a number of advantages. Erwin said: "There are now more than 80 practices in the Medivet group. Our students get on-the-job training with mentors and assessors at our practices, at the college and at six continuous care centres. These deal with emergencies and offer more advanced diagnostic, medical and surgical options, giving our students exposure to a full range of procedures. We know this helps them with their formal exams, but for us, it is not just about that, we want our veterinary nurses to know what to do in any situation they come across.
"The college is going from strength to strength. I am extremely pleased with this year's exam results and am proud of our college team and students who constantly deliver their very best."
Medivet is celebrating its 100th batch collection for Vet Blood Supplies, the north London-based bloodbank set up in 2007 to provide blood products for its branches around the country.
Veterinary nurse Laura Brind, who is responsible for collecting the blood, said: "We are really proud to celebrate the 100th collection. We travel to Retired Greyhound Trust kennels across south-east England who kindly agreed to arrange the donation in return for free preventative treatment for the dogs."
The collection was taken from Barn Kennels, the Portsmouth branch of the Retired Greyhound Trust, which has been donating blood for the past 18 months.
Medivet has announced the appointment of John Bower MBE BVSc MRCVS to its Panel of Enquiry set up following coverage of the company on Panorama.
Mr Bower has been President of the British Veterinary Association, the British Small Animal Veterinary Association, and the Veterinary Practice Management Association.
Mr Bower said: "Medivet is a large partnership with numerous branches and I am looking forward to helping the partners assess and review the management of their practice to eliminate the sort of incidents and situations that were alleged in the Panorama programme. This panel will look deeply into the management and I have been convinced by the partners that they are determined to take appropriate measures where necessary."
Adi Nell, Medivet central partner and fellow member of the panel said: "We are delighted that John Bower is to be a part of our panel. John is not only an eminent vet of unquestionable ethical standing, but he set up and ran a medium-sized veterinary partnership for 38 years. His expertise will be crucial to Medivet, as the panel carries out its investigations and makes its recommendations over the next few months."
Mr Bower, who retired from general practice in 2007, is currently Veterinary Advisor to Petplan Insurance Company and a trustee of two national charities - Hearing Dogs for Deaf People and The Petplan Charitable Trust. Mr Bower was awarded the BSAVA Melton Award for meritorious contributions to Small Animal Practice in 1991, the MBE in 2010 for services to the BVA:AWF, and has authored or co-authored a number of books including Veterinary Practice Management, The Dog Owner's Veterinary Handbook and The Cat Owner's Veterinary Handbook.
Medivet has reported a wide range of public reaction to the recent Panorama programme 'It shouldn't happen at a vets', most of which has been at one extreme or the other.
On the one hand, says the company, many clients have gone out of their way to show their support, whilst on the other, staff have faced considerable anger from members of the public (not known to be Medivet clients).
After transmission, staff at a handful of practices received abusive comments and threatening behaviour. The day after transmission, a veterinary nurse in uniform who was not shown in the programme was called 'dog beater' in the street in Oxford, leaving her feeling very shaken. Staff from other branches have received similar treatment when out in uniform; Medivet recommended that its staff cover up their uniforms when outdoors, and has been working with the Metropolitan Police and other forces.
Two individuals named in the film - Arnold Levy, Medivet's managing partner, and a veterinary nurse who was shown admitting to having struck a dog - received emailed death threats. The nurse has since resigned.
At practices, a receptionist was sworn at, several received abusive phone calls and one of Medivet's kennel staff in Oxted, Surrey was woken in the early hours one morning by people banging on the doors and shouting abuse. Most incidents occurred within the first 48 hours following the programme.
In contrast, Medivet says several practices have been overwhelmed by the level of support shown to staff by clients. Some have brought in gifts of flowers, biscuits and chocolates, and one client visited his practice specifically to tell staff of his and his wife's support.
Staff and managers have received many supportive emails, cards, letters and verbal comments contrasting between the picture portrayed by the programme and their personal experience of Medivet and the level of care their pets receive.
Medivet says that discussions with clients about the programme have been balanced, with many appreciating that the programme was not made in a balanced or fair way. The company also says it believes that, in the vast majority of cases, the strength of the relationship of trust between clients and the teams that look after their pets has not been undermined.
Medivet, the practice group which is to feature in the forthcoming Panorama documentary It shouldn't happen at a vets' (9pm, July 22nd), has issued a statement concerning the programme.
The statement, which can be read in full here, includes an interview with a Medivet client who was in turn interviewed for the documentary: