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Practice Performance Diagnostic is a structured investigation tool which combines leadership analysis, operational performance data, team feedback and financial analysis into a single integrated report.
The process includes a leadership systems assessment, operational dashboard creation and analysis, financial performance review, employee feedback analysis, a comprehensive written report, and a one-to-one debrief session with the founder of the Veterinary Leadership Academy, Dave Nicol MRCVS.
The resulting report identifies where operational pressure accumulates, where ownership breaks down, where financial performance is leaking, where leadership dependency remains too high, and where the business is relying too heavily on owner intervention to remain stable.
Dave said: "What I keep seeing are practices that are delivering excellent care for clients and patients, but the owner is carrying far too much of the business personally.
"Decisions continue to route back to them. Standards rely heavily on their direct involvement. Team issues escalate upward. Problems accumulate quietly until the owner steps back in to stabilise things again. Over time, that creates a level of pressure that simply isn't sustainable."
www.drdavenicol.com/diagnostic
The feature is live on Ronda.vet and calculates a reliability score for every practice and every locum based solely on confirmed shift cancellations and the notice period given.
The score appears publicly on each profile, and practices and locums can view each other's reliability rates before confirming a booking.
The system allows practices to see how often a locum has cancelled shifts and with how much notice, while locums can see which practices have cancelled confirmed shifts at short notice.
The reliability rate is calculated using a standardised penalty points model.
Cancellations made 14 days or more before a shift incur 0.5 penalty points, while cancellations with less than 24 hours' notice, or no-shows, incur five points.
For practices, the same logic applies, and a practice which cancels a confirmed shift with less than 24 hours' notice accrues the same penalty points as a locum doing so.
New practices and locums with no confirmed shifts display "N/A", while those with penalty points but no offsetting completions may show 0 per cent.
The system applies automatically to every confirmed shift on the platform.
Ibra Hernando, co-founder, Ronda.vet, and veterinary surgeon, said: "Reliability is the foundation of trust in locum work but, until now, it has largely been invisible until something went wrong."
"By making reliability rates visible and reciprocal, we are giving both practices and locums the same tool to assess each other."
Ronda.vet has also confirmed that exceptional circumstances such as illness or emergency can be reviewed by the support team, and the score is not intended to permanently penalise anyone for isolated incidents.
The new materials include a downloadable guide to each CMA remedy and short videos on providing information about ownership, prices, services and treatments, on prescribing veterinary medicines, managing complaints and offering cremation services.
Whilst the CMA's detailed Orders have not yet been released, with more information expected over the summer, the BVA said its information will continue to be updated.
BVA President Dr Rob Williams MRCVS said: "Given the CMA's starting point, following significant pushback from BVA, the final remedies now better balance the needs of the pet-owning public, with practical delivery of vet services."
He added: "However, we understand that the next steps may still feel a bit daunting.
"The first thing to say is that most of you will already be undertaking many, if not most of the measures required by the CMA in your day-to-day work and this next step will be about formalising these processes.
"We're here to support the profession as it gets ready for change later in the year with practical resources to help you comply."
Further discussion of the changes is also planned at BVA Live at the NEC Birmingham on 11 and 12 June, including sessions on complaints handling after the CMA outcome and what the remedies mean in practice.
https://www.bva.co.uk/resources-support/misc-resources/competition-and-markets-authority-measures-for-vet-businesses-get-ready-get-compliant
The new joiners are The London Cat Clinic in Bermondsey, Grace Lane Vets in Kirkbymoorside, North Yorkshire, Midsomer Vets in Somerset, and Orchard House Vets, which operates across three sites in Northumberland.
VetThing is part of Vetopia, which has more than 200 practices across nine countries.
Practices that join VetThing from Vetopia's network, resources and approach.
VetThing CEO Dr Ben Hanning MRCVS said: "As a vet myself, I know how much of a practice owner's identity is tied up in their practice and the people within it.
"That's precisely why VetThing has been built the way it has.
"Every practice that joins us does so on the basis that what makes them special is protected, not compromised and given space to flourish.
"The support that we provide enables practices to develop their clinical services and invest in technology, equipment and most importantly, their people."
www.vetthing.co.uk
The platform allows vets to write prescriptions for medications which clients can buy instantly at the point of care, with delivery to their home later.
Practices then receive a share of the revenue from medicine sales that have been fulfilled through vetsuremeds.com, mitigating against the losses if practices simply direct clients to the Internet, where there is a strong chance they will end up in the arms of a corporate-owned dispensary.
VetSurgeon understands that Vetsure is not aiming to compete with the cheapest online dispensaries, but is expecting that clients will be happy to pay a little bit more for the frictionless process which means they don't have to think, the medication will just arrive, and for the knowledge that they are supporting their independent practice.
In addition, the company highlights that because the prescription is processed at the point of care, vetsuremeds.com eliminates the risk of fraudulent multiple use of prescriptions.
In terms of revenue to the practice, the system will not completely replace the profit margin on drugs sold in practice, but against that, there is a reduction in the administrative burden and it also mitigates against the risk of clients giving their details to a corporate-owned group which may later decide to open in the local area.
The platform is rolling out across the Vetsure network in coming weeks and is currently in beta testing, with wider market availability planned later in the year.
Ashley Gray, Managing Director of Vetsure, said: "As a company founded, owned and run by vets, we were driven to act in the face of a rapidly changing marketplace.
"Our mission has always been to champion independent clinics.
"The CMA investigation highlights a very real risk to practice income, particularly when such a significant proportion is tied to medicine sales.
"Vetsuremeds.com enables practices to meet evolving regulatory expectations, deliver outstanding client service, and continue to thrive as independent businesses."
vetsuremeds.com
www.vetsurevet.com
To create a price list, you need to create an account at Pricebook.vet, then choose a template and add your prices.
You can then publish the pricelist on your website, and Pricebook will even format it to your design so the price list is aligned with your practice branding.
Emily said: All of the templates are in line with what the CMA want you to display and it's easy to do.
"The idea behind this is to get you CMA compliant, quickly and easily.
"We did it for our practice and want to help you do the same.
"It's easy, quick and free, and my way of saying thanks.
"Thank you for being part of this amazingly supportive community.
"I hope you love this tool we've created and you can save yourself loads of time, and have something really swish to add to your practice website.
Visit https://nightingalevets.co.uk/pricing for an example of a price list created with Pricebook.
www.pricebook.vet
Rhonda Hopkins, who has 28 years experience in high-acuity healthcare, including 10 years in Helicopter Emergency Medical Services (HEMS), will be helping clients navigate difficult decisions and end of life care and supporting clinical teams in managing the emotion aspect of delivering clinical care.
Rhonda said: "Veterinary care doesn't just involve clinical decisions - it involves people navigating some of the most difficult moments with the animals they love.
"This role brings dedicated emotional and psychological support into practice, helping both clients and teams manage those challenges.
"By supporting our people, we strengthen the care we provide to every patient."
https://www.langfordvets.co.uk
The survey of 2,000 UK consumers, which was carried out by OnePoll in March 2026, found that 40% of pet owners were very concerned about the rising cost of veterinary treatment and 42% were fairly concerned.
It also found that 43% of pet owners currently do not have pet insurance, a figure which is broadly consistent with findings from a recent peer-reviewed study published in the Veterinary Record, which found that 48.5% of UK pet owners surveyed did not have insurance and that affordability was a major factor affecting uptake.
The research also found that 23% of pet owners have cancelled a pet insurance policy within the last two years.
Among those, 11% said premiums had become too expensive and 7% said the policy no longer offered good value.
Insurance status differed by species, with 33% of dog owners uninsured compared with 44% of cat owners.
The findings also showed that 62% of policyholders said they had never made a claim, while 36% had claimed on their policy, including 22% who had made one claim and 13% who had made multiple claims.
The earlier study in the Veterinary Record also identified a strong link between household income and insurance uptake in the UK, with owners in lower-income households significantly less likely to insure their pets.
https://www.bestinsurance.co.uk
The guidance reflects the latest Home Office rules on the Skilled Worker Visa pathway and sets out the visa process and sponsorship requirements for veterinary businesses looking to sponsor a vet from overseas and for qualified vets looking to move to the UK.
The FAQs cover salary thresholds, visa costs, timelines and the application process.
They also address questions including how to obtain a Certificate of Sponsorship, who qualifies for a salary threshold discount, and what happens if you lose or change jobs.
BVA Senior Vice President Dr. Elizabeth Mullineaux said: "The veterinary profession in the UK heavily relies on overseas vets, who play a crucial role in our workforce.
"However, we've been contacted by many members with questions and concerns around navigating the recent changes to the skilled worker visa rules.
"In response, with this resource we're bringing clarity, by answering the most pressing questions and simply outlining the visa process as well as sponsorship requirements."
https://mybva.bva.co.uk/skilled-worker-visa-guidance-for-vets.html
The software is designed to help practice managers plan rotas across roles including vets, nurses, receptionists and support staff.
Agilio says that iTeam Rota can help practices spot staffing gaps earlier, manage leave, sickness and CPD on a single screen, and give team members access to an up-to-date rota from any device.
The company also says the system can support repeatable shift patterns and multi-site rota management.
Emma Barnes, Managing Director of Emerging Markets at Agilio (pictured), said: "Anyone who's ever wrestled a rota in a spreadsheet knows that sinking feeling when you've just got it straight, and then someone changes their hours or calls in sick and you're back to square one.
"It's a constant firefight, and never a finished job."
"We've built iTeam Rota specifically for veterinary practices because their staffing challenges are unlike other sectors, and generic tools simply don't cope with that.
"Practices are dealing with more part-time roles, flexible working patterns and multi-site teams, and need a rota system that mirrors how their people actually work, and not the other way round."
agiliosoftware.com/veterinary/iteam-rota
The study, led by Svenja Springer from the Department of Interdisciplinary Life Sciences, Messerli Research Institute, University of Veterinary Medicine Vienna, used an online questionnaire in March 2022 to investigate dog and cat owners in Austria, Denmark and the UK, with a final sample of 2,117 owners.
The survey found that differences in insurance uptake across income groups were seen only in the UK, where 65.6% of owners in the high-income group (more than £44,800 a year) had insurance compared with only 35.1% in the low-income group (less than £22,400 a year).
Overall, 51.5% of UK households in the sample had insurance and 48.5% did not.
Among owners without insurance, UK respondents were much more likely to say policies were too expensive (48.9%) compared with 28.1% in Denmark and 29.9% in Austria.
However, when it comes to how much owners are prepared to spend on veterinary treatment, the paper concludes that emotional attachment to a pet was the most important factor, over and above income or insurance status.
Nevertheless, only around 20% of UK dog owners said they would spend over £3000 of their own money — that is, over and above any insured sum — on treatment.
Some 24.8% of the owners of uninsured dogs and 34.7% of the owners of insured dogs said they would spend £101 to £1000 of their own money.
Around 11% said they would spend £1001 - £3000 and 19.8% of insured vs 27.1% of uninsured said they didn't know.
Reference
The documents, provided to VetSurgeon by a whistleblower from within IVC, reveal the company's plans to stop issuing prescriptions and replace them with a new Pre-Scription service.
IVC Pre-Scriptions will include:
VetSurgeon understands that Pre-Scriptions will be charged at £85.68
The whistleblower also shared a draft public price list which the company is said to be preparing in anticipation of the CMA’s proposed requirement for practices to publish pricing information online.
The leaked price list includes entries for first consultations, repeat consultations, out-of-hours consultations, nurse consultations, nail clipping, anal gland expression, microchipping, animal health certificates, primary and booster vaccinations, kennel cough vaccination, pet care plans, prescription and dispensing fees, dental work, neutering procedures, physiotherapy, laser therapy, diagnostic imaging, blood tests, euthanasia and cremation.
At first glance, many of the prices shown in the draft appear surprisingly low.
Among the figures listed are:
First consultation: £5
Repeat consultation: £4
Nurse consultation: £3
Nail clipping: £1
Anal gland expression: £2
Microchipping: £2
Booster vaccination: £2
MRI scan (per body part): £7
CT scan (per body part): £6
VetSurgeon contacted Intrepid Veterinary Care for comment.
Company spokesperson Dr Flora Olip MRCVS said the group was “committed to embracing the spirit of transparency while continuing to innovate in client experience”.
She said: “The proposed CMA remedies create an important opportunity for veterinary businesses to present pricing clearly and consistently. We believe pet owners deserve not only transparent pricing, but also choice.
“The Pre-Scription offer is not a prescription fee.
"It is a wider premium service built around documentation, presentation and client convenience, within which a prescription may be provided.”
The leaked document also included indicative pricing for procedures not listed on the CMA-mandated price list, including TPLO surgery, which is listed at 'fixed cost price' of £4,475,000.
The company said that from April 6, 2026, umbrella companies, along with the agencies or end clients using them, will become liable for unpaid PAYE tax.
Ronda.vet said that if an umbrella company fails to pay HMRC, the liability can be passed directly to the end client, the veterinary practice.
The company also said HMRC could potentially pursue the end client for unpaid tax without first exhausting recovery options against the non-compliant umbrella company or agency.
The new rules apply to any payments made to workers employed by an umbrella company on or after April 6.
Ronda.vet said that for veterinary practices there are two scenarios.
If a practice is using an agency, the recruiters will generally be liable first.
If the practice is contracting directly with an umbrella company, the liability falls squarely at their door.
Ibra Hernando, co founder of Ronda Vet said: "Many practices use umbrella companies without fully understanding where liability sits.
"From April, ignorance won't protect a practice from a significant unexpected tax bill if a provider further up the chain fails to pay HMRC.
"These changes are a bit of a wake-up call for the entire profession to know exactly how their locum staff are being paid."
www.ronda.vet
The platform is designed to help practices manage HR and compliance requirements without dedicated HR support, in the face of increasing inspections.
Agilio said iTeam centralises HR tasks, automates compliance, and can include optional access to HR advisers for more complex people issues.
iTeam includes built-in veterinary-specific compliance checks, plus workflows and integrated learning tools that do not require specialist HR expertise.
The company says the software can also handle automated reminders and workflows, leave and absence management, and staff records and policies.
iTeam can also support CPD tracking via iLearn Vet integration.
Agilio says rota management is planned next via iRota, described as a dedicated workforce planning solution for visibility of shifts, cover and capacity.
Emma Barnes, Managing Director – Emerging Markets at Agilio Software, said: “iTeam was designed to make HR compliance simple and manageable, without adding unnecessary complexity.”
https://agiliosoftware.com/veterinary
For small animal work, the survey shows consultation fees up 4.5% and neutering fees up 8%.
Vaccine fees increased by 9–16%, which SPVS suggests may reflect wider use of Lepto 4 vaccines replacing Lepto 2.
Prescription fees rose 3% to £19.25 (excluding VAT), which SPVS notes remains well above the CMA’s proposed capped rate of £13.33.
The largest shifts in small animal charging were in some surgery and diagnostics. SPVS highlights examples including pyometra treatment, x-rays and ultrasound, which it reports have increased by around 20%.
The picture was different in large animal practice, where SPVS says all visit charges decreased.
Large animal prescription fees, however, rose to £24.48, an increase of nearly 20% on last year.
In equine work, consultation charges increased by 10% and many visit charges fell, according to the survey. The biggest single increase SPVS flagged was blood sampling and interpretation of results, up 42%.
Commenting on the findings, SPVS said there were “no real surprises” this year, with mostly moderate increases and a smaller number of larger uplifts.
SPVS also took the opportunity to emphasise how it believes potential CMA remedies on medicines pricing could affect practice economics, because many veterinary businesses rely on cross-subsidy.
That, it said, could cause a “waterbed effect” where other fees have to rise to maintain viability.
SPVS said it has been meeting with the CMA to slow any changes so that fee increases can be introduced gradually and to minimise potential risks to animal welfare, and plans to run in-person roadshows after the final remedies are published.
https://spvs.org.uk/cma-spvs-response
The app allows first-opinion vets to submit advice requests directly, including attachments such as radiographs, videos, images, clinical notes and laboratory results.
Responses from Movement Referrals’ clinicians are documented within a chat-style interface, allowing practices to monitor the status of their requests and retain a clear record of the advice they've been given.
Movement says the platform was developed to address the difficulties of managing advice requests via email, where tracking conversations and recording responses can become challenging alongside routine practice correspondence.
The app also generates an AI summary of uploaded clinical notes and includes a “refer this case” function to facilitate formal referral where appropriate.
John Innes, co-director of Movement Referrals and developer of the app, said: "This app is quick to install on a desktop or laptop and we have tested it with a small number of practices so far - feedback has been very positive."
To register, referring practices are advised to use a shared practice email address that all clinicians have access to, and email info@movementvets.co.uk with the message: “Please register our practice for the Movement Vets app”.
https://movementvets.co.uk
The group said the funding has enabled all of its practices to access equipment including capnography and multiparameter monitors, alongside a structured training programme and a “low-flow anaesthesia” care framework.
So far, IVC practices have taken delivery of over 500 pieces of equipment and IVC says thousands of clinicians have downloaded the digital training and resources.
The project is designed to overcome three main barriers to adoption that IVC has identified: awareness, equipment availability and clinical confidence, with a focus on empowering Registered Veterinary Nurses and supporting change management at a practice level.
IVC says emissions from anaesthetic procedures can account for around 30% of the carbon emissions of a typical veterinary practice, and that low-flow anaesthesia reduces the environmental impact while maintaining or improving patient safety1.
In particular, IVC points to three main areas in the literature where there can be patient benefits from using low-flow: smoother inductions and frequently reduced recoveries; reduced risk of hypothermia; and warmed and humidified gases can further reduce hypothermia risk and, due to airway benefits, reduce the likelihood of other complications2.
Richard Hooker, Country Medical Director said: “By investing in state-of-the-art equipment, comprehensive training, and ongoing support, we are empowering our teams to deliver sustainable anaesthesia with confidence and safety. This commitment ensures we continue to provide the highest standard of care for our patients.”
Is low flow worth it? Discuss here: https://www.vetnurse.co.uk/b/veterinary-nursing-news/posts/ivc-evidensia-invests-500-000-to-support-adoption-of-more-sustainable-low-flow-anaesthesia
References
The app and desktop-based service connects practices directly with locum vets and nurses, allowing shifts to be posted instantly and applications handled without agency involvement.
The company says uptake reflects increasing pressure on practice teams, alongside rising costs and frustration with traditional recruitment models.
Ronda Vet includes a mutual review system designed to help both practices and locums make more informed decisions, and operates on a 24/7 basis to support last-minute cover.
Early adopter practices report faster turnaround when filling urgent shifts, including weekends and out-of-hours periods.
Founded by veterinary surgeon Ibra Hernando and Dimitra Sepou, the platform was developed in response to what the founders describe as inefficiencies and lack of transparency on both sides of the locum market.
The company says its focus for 2026 will be further growth and the introduction of additional features aimed at supporting workforce wellbeing and operational efficiency.
https://www.ronda.vet
In the first episode, host Ian Wolstenholme will be joined by Dr David Reader, Senior Lecturer in Competition Law at the University of Glasgow, and Dr Scott Summers, Lecturer in Law at the University of East Anglia.
David and Scott, who've used the CMA investigation as a focus for their research, will talk about what prompted their investigation, what the CMA is seeking to understand and why this scrutiny matters for practices, clients, and the wider veterinary sector.
They'll provide insights into things like transparency, pricing, consumer trust, and how regulatory attention may influence day-to-day clinical and business decisions.
Ian said: “We will try and hone in on what the changes will mean in reality for independent practices with advice and guidance on implementation and delivery, drawing on the experience of our own team and other experts in the profession.”
FIVP Practice Matters is available from Spotify, Apple, and the FIVP website.
This takes total investment to £21 million, following a £6 million Seed round in August 2023.
Hello Vet was founded in 2022 by healthcare entrepreneurs, James Lighton and Alessandro Guazzi, and veterinary surgeon Oli Viner.
They opened their first site in London Fields in July 2024.
VetSurgeon.org spoke to Oli, who explained some of the things Hello Vet is doing to offer greater transparency and tangible value whilst remaining affordable:
Oli said: "We're using technology to reduce the amount of time we spend on admin and mundane stuff, so we can concentrate more on those things which deliver better value for our clients.
"For example, our clinicians make clinical notes as normal, but they are translated by AI into treatments plans which, after a once-over by our nursing team, we give to clients both as an aide-memoire and as a tangible presentation of the advice they've bought from us.
"When we used to do this manually, it would take 10 minutes. With AI, that's down to 90 seconds.
"We also use WhatsApp to foster a better connection between clinicians and clients, and to triage cases.
"We don't charge for interactions on WhatsApp, so it saves clients time and money whilst allowing us to focus our efforts where they are most needed and offer greater value.
Hello Vet reckons its WhatApp triage service has saved clients more than £75K in fees alone in the last year.
Another novel side to the practice is that it allows clients into its procedure rooms to hold their pets’ paws as anaesthesia is administered and to be present when their pets wake up.
Oli said: "This reduces stress for both pets and people and there are studies1 which have shown it improves outcomes and speeds recovery.
"As importantly, it shows tangible value to the client when they can see all the equipment we've invested in.
"Allowing clients to be there at the start of a procedure strengthens relationships with the team and builds trust."
Hello Vet now plans to launch clinics across the UK and hire a team of 200 vets and vet nurses over the next two years.
James Lighton, co-founder and CEO, said: “We know that most veterinary professionals come into this industry because they love working with animals.
"But too many good people are leaving this vocation.
"We want to become Britain’s best place to work, to ensure working in a vet clinic feels like the dream job it should be.
https://www.hellovet.co.uk
The company says it has now had over two million client interactions, more than three quarters of which result in the pet visiting their vet practice, generating an average revenue of £206 per case, with a net promoter score of 88.
VidiVet was founded by veterinary surgeon Ben Sweeney in 2020, the main idea being to keep vet clinics at the centre of the customer journey whilst driving footfall and revenue, keeping pet owners happy and saving clinic teams time and stress.
VidiVet now has more than 60 vets providing a remote digital support team for vet clinics, 24/7.
Every vet working for VidiVet is still in clinical practice and has spent at least five years working in practice, with an average of 14 years experience.
Ben said: “We enable practices to complete the circle of care and augment the services they offer.
"Rather than us competing with clinics, under our strapline of ‘Just Trust VidiVet’, we continually delight clients, drive efficiencies and deliver revenues.
“We work with clients to determine whether their pet requires emergency treatment and, in most cases, direct them back to the practice at an appropriate time, based on their symptoms.
"Crucially, Vidivet vets never diagnose or prescribe, meaning they remain totally impartial and all revenues generated from a case go to the clinic.
VidiVet’s head of veterinary operations, Sarah Holmes, who is also a qualified vet, added: “VidiVet’s success is built on our ability to provide immediate advice from highly experienced UK based vets who all still work in clinics, and we only select those with exceptional communication and clinical skills.
"When this is combined with people’s appetite for instant information in a digital age, it gives us a very compelling offering, which is hugely popular with both veterinary practices and pet owners.”
Pippa Adams, director at PowisVets in Stourbridge, said: “We have been using VidiVet for four years now and it has been a game changer for our business.
"The clients love it, the system is simple for our staff and it has really helped our business as we have been growing.
"We would recommend it to any vet practice.”
www.vidivet.com.
The charity says it is facing serious financial pressures, with the cost of caring for rescued animals having increased by £17M over the last 5 years.
Meanwhile, claims for emergency treatments payments have dropped by 87% in the last two years because of a greater awareness by vets of their responsibilities under the RCVS Code in providing treatment to injured wildlife and stray animals.
Rebecca Ashman, the RSPCA’s Head Vet for Operations, Partnerships and Prevention, said: "Thanks to this, and better understanding of the role and remit of the RSPCA, we have been able to focus our charity resources on managing cases of cruelty and neglect."
She added: “The RSPCA has always worked closely with the veterinary professions and we are very grateful for the ongoing support of practices with our work.
"Colleagues will be aware that we have increasingly needed to focus on our core work of rescuing and rehabilitating neglected and cruelly treated animals, in the face of growing demand.
“We have seen the number of animals in our care grow; we are now caring for double the number of cats and dogs since the pandemic, many of whom need longer, more complex rehabilitation due to the nature of why they came into our care.
“Despite work to put the RSPCA on a more sustainable footing, between 2020 and 2024, the annual cost of rescuing and caring for animals has gone up by £17m, due to rising energy prices, veterinary costs, the increased need to pay for private boarding and the increase in the number of animals in our care.
"Alongside this, unforeseen costs such as the hike in national insurance, high inflation, rising fuel and increase in the cost of living, means it is a challenging climate for all charities, putting us under pressure at a time when donations are slowing across the sector.”
The RSPCA says it will continue to allocate log numbers for IET until the end of 2025 and vets have until the end of January 2026 to make any requests for payment in the usual way.
The service, which is called 'The Inside Series', analyses recorded communications to show teams which behaviours they use consistently and what adjustments can be made to build trust, transparency and clarity.
The series comprises of three different analyses practices can choose from:
Rebecca said: “Veterinary teams work incredibly hard to communicate well, but so much of what truly shapes a client’s understanding happens in the small details that usually go unnoticed.
“The Inside Series makes those details visible.
"When teams can finally see how and why their conversations land in real life, the learning is immediate, practical and transformative.”
http://www.inside-minds.com
Liberty (pictured) was nominated for her calm and reassuring presence and her ability to make every client feel heard and cared for.
One of her nominators said, “Liberty is the heartbeat of Poplar Vets.
"Her professionalism and empathy set the standard for our whole practice, and her calm, reassuring presence makes every client feel heard, understood and cared for.
"She has an unwavering willingness to go above and beyond, often stepping in without hesitation to keep the practice running smoothly no matter how busy or challenging the day.
"Liberty is the glue that holds our team together and a true hero in every sense of the word.”
Galedin Vets in Galashiels was awarded Reception Team of the Year.
Victoria Cuthbert nominated the reception team at Galedin, describing them as “just phenomenal.”
She explained how, despite some tough times, the team has remained dependable, positive and supportive, always looking after clients and colleagues with a smile.
One team member even gave up her own time to create a beautiful garden space outside the practice where staff can relax and unwind.
Victoria added “They keep everything running smoothly day after day and we’d be lost without them.”
Runners-up for the team award went to the Graylands Cat Clinic team in Horsham and Vets for Pets Chester Caldy.
Runners up for the individual award went to Alicia Armstrong of Vets for Pets Leeds Colton and Sue Gear of Tamar Vets, Bude.
Linda Buckle, Country Brand Manager at KRKA UK said: “Receptionists really are the hub of every practice
“They’re the friendly face clients come to know and trust and the vital link that keeps the whole practice running smoothly. It’s a demanding role that deserves more recognition and these awards are our way of saying thank you for everything they do.”
The winning entries received a trophy for their reception areas and gift vouchers to celebrate their success and hard work.
Brainchild of Tom Towey MRCVS, an ECC clinician, the new service allows vets to upload case details, including the level of urgency, and then browse the referral centres that can meet the need, listed by the distance to the practice or to the client and the level of expertise available (eg. Specialist / Advanced Veterinary Practitioner).
The vet then selects the ones that look interesting, presses submit, and the request is sent on their behalf.
The referral practices they've contacted can then reply with their estimate for the procedure and details of when they can see the case.
The owner is notified about each new estimate and can decide which to accept.
When they do, the referral clinic then calls the owner to make an appointment.
Tom highlights part of the Competition and Markets Authority provisional report which says:
"10.16: Our provisional view is that, in a well-functioning market, where multiple referral providers are available and clinically appropriate, we would expect pet owners to be made aware that they can choose a referral provider and to be able to access information about those providers including the nature of the treatment, the skills and experience of the referral vet, the availability of appointments, and, in many cases, the likely cost."
Tom's new service seems to fit the bill precisely.
www.rapidreferrals.co.uk