CX CONGRESS 2020

Front Desk Experience

Verity Johnson

Verity Johnson RVN

Becoming more customer focussed

A qualified Registered Veterinary Nurse, passionate about delivering an excellent experience for clients. After qualifying in 2002, Verity chose to gain experience across a wide range of practices (small animal, equine, first opinion and referral) by working as a locum RVN.

Following a period of travelling through Australia, New Zealand and SE Asia, in 2004 she joined Novartis, gaining valuable commercial experience in key account sales, project and people management, and brand marketing (as Brand Manager for Milbemax).

Fulfilling a long-held ambition to own a veterinary practice, in 2012 Verity bought Sandhole Veterinary Centre in Kent with her vet husband. The practice was re-positioned to focus on exceeding client expectations, through its guiding principles of Time, Respect, Experience and Care – the Sandhole Difference. After seven years of delivering consistently strong year-on-year growth, the time was right to secure Sandhole’s future with a continued focus on its core values, whilst at the same time enabling Verity to explore new challenges in the field of customer experience. In May 2020 the practice was sold to the Linnaeus group and Verity was able to follow new professional opportunities and personal direction.

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Wendy Sneddon

Wendy Sneddon

Help end abuse of animals & people

Passionate about ending abuse against both human beings and animals, Wendy Sneddon is part of the Links Group, raising awareness of the link between animal abuse and human abuse, helping vet teams recognise non accidental injuries in animals and how to help their clients who may be victims too, currently developing resources to help employers recognise the signs of domestic abuse and know how to support their employees. Wendy is passionate about doing what she loves, she helps business owners to build solid foundations for a successful business, through engaging and motivating their teams, so they love what they do and stay with you. Associate member of Chartered Institute of Personnel Development. Wendy is an experienced Business and Leadership coach with 20-plus years of helping start-up businesses, strategic planning, and team management/training.
Founder of the Lodestone Lounge, an online community supporting entrepreneurs with business skills; creator of HR For You software (Cloud based Employee Management system), an online filing system for you’re all your employee data and records.

 

Truly inspirational business support, we design & implement strategies to
Attract – Recruit – Retain Great Employees

Want some help motivating your team?
www.lodestonelounge.com
Need a neat way to store all your employee data and share company information?
www.hrforyou.co.uk

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Rosie Allister ID photo 2018 COPY FOR vhl

Dr Rosie Allister 

Compassion fatigue

After graduating from the University of Liverpool, Rosie has worked as a veterinary surgeon in a variety of clinical practice and research settings. She is the manager of Vetlife Helpline, the free and confidential support service for all people working in the veterinary professions, and a member of the RCVS Mind Matters Task Force. Her MSc and PhD at The University of Edinburgh looked at mental health, wellbeing and identity in veterinary students and veterinary surgeons and she lectures, trains, advises on policy, and writes about veterinary mental health in the UK and internationally. She has volunteered for the Samaritans for fifteen years and is a volunteer vet at All4Paws charity vet clinic. In her spare time she enjoys trail running. Rosie was awarded the 2020 RCVS Impact Award.

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Cathy U'Ren

Cathy U’ren

What I learnt on the front desk during COVID-19

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kate 6 web

Kate Toyer

Empathy among the front of house experience

Kate wanted to be two things when she grew up, a veterinarian, and a girl. Little boys could grow up to be veterinarians but the only boys she knew who grew up to be girls were show girls. She couldn’t sing or dance so she became a veterinarian. Lucky enough to fall in love with an angel at university she married, had children, career all the usual things people are supposed to want. Except that she felt like a fraud because the one thing she really wanted hadn’t gone away, it was just buried. In 2011 Kate told her wife she wasn’t a “normal” guy, in 2015 she started HRT and socially transitioned. Kate now advocates for the rights of trans and gender diverse people and leads Australian Rainbow Veterinarians and Allies, a support and advocacy organisation for LGBTIQA+ people in the veterinary industry.

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Diane Horner

Diane Horner

How we train our team to be fabulous on the phone at Peter Fenton

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Consult
Experience

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Elly Russell

Communication beyond the consult room door

Elly qualified in 2002 and has worked in a variety of small animal settings.  After completing a surgery certificate in 2019, Elly commenced a research degree at the University of Lincoln, supported and funded by the VDS. She is researching the role communication plays in complaints and errors in practice and is particularly interested in team communication and how organisations can support effective and safe communication. Alongside her research Elly contributes to VDS’s communication training courses and still does some clinical work.

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Carla Finzel

Carla Finzel

Nursing at home: Understanding pet owner challenges

Carla qualified in 2001 as a veterinary nurse then worked in general practice for 5 years. She then progressed onto emergency and critical care full time on night shifts for 9 years at a referral vet hospital.

In 2015 she founded the DVN District Veterinary Nurse role and DVN Development Group. In 2018 she campaigned on  raising standards of veterinary nursing care, home-based nursing clinics, client concordance and embracing the human-animal bond within the veterinary profession.

She is a campaigner for One Welfare-One Health, so that veterinary practice and care becomes inclusive to all members of society, making veterinary practice compliant with the Equality Act 2010.

Carla is an active volunteer for StreetVet, advocate of the Deaf community. She is a Dementia Friend Champion and a supporter of ‘Say Aphasia’.

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Susie Samuel

Susie Samuel

Telemedicine post COVID-19

After working as a vet for several years Susie was struck by how difficult it can be for pet owners to decide how urgently they need to call a vet, especially in the middle of the night, when their pet is showing signs of being unwell. Given a pet can’t tell you what’s wrong sometimes it can be difficult to work out how serious their symptoms are. Susie wanted to provide a professional resource for concerned pet owners that would help them to decide whether their pet needed veterinary attention, and would provide them with vital first aid advice that was customised for their pet’s situation. Susie is a small animal vet, with a particular interest in small animal medicine. She works in a practice near Fareham and has a very lively terrier called Freddie. 

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Ruth-serlin1

Ruth Serlin

Impact of COVID-19 on teaching & leaning

Ruth has spent a significant part of her veterinary career in small animal charity clinics and primary care emergency clinics. She has held teaching roles both in clinics and as part of the formal course at the RVC. One of her most recent roles involves teaching clinical communication to veterinary undergraduates and postgraduates. Ruth’s interest and fascination with the way we speak has led to her studying applied linguistics which has led to some useful insights into veterinary communication.  

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Brooke Schampers

Brooke Champers

7 Steps A case study

Dr Brooke Schampers graduated from James Cook University in 2017. Discovering a love of emergency and critical care early on in studies, she accepted an internship at the Animal Emergency Service in Brisbane. Brooke has been working at AES for almost three years, but has already accomplished a staggering amount in her short career. While excelling at work, she has also written two E Books regarding treatment of typical emergency cases and guest speaking at universities around the world. It is obvious her passion for teaching and saving lives.

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Leading

clive elwood

Clive Elwood

Relational leadership for customer experience and patient care

Dr Clive Elwood is a Fellow of the Royal College of Veterinary Surgeons. He practised as a specialist in private practice for 20 years and, from 2010-2019, was Managing Director of Davies Veterinary Specialists where he developed his interest in, and experience of professional leadership. He grew and lead a practice that is renowned for the highest clinical standards and exceptional relations with clients and referring colleagues.

Clive is a Trustee of the assistance dog charity, Canine Partners.

Clive now concentrates his time on executive coaching and leadership development.

www.trelliscoaching.co.uk

clive@trelliscoaching.co.uk

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irecall

Convenience is King

STEVE JOSLYN

Steve Joslyn

Using patient’s data to unlock opportunities

Verity Johnson

Verity Johnson & Alison Lambert

Making values work in reality and post COVID

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kate 6 web

Kate Toyer

The myth of ‘leave it at the door’

Kate wanted to be two things when she grew up, a veterinarian, and a girl. Little boys could grow up to be veterinarians but the only boys she knew who grew up to be girls were show girls. She couldn’t sing or dance so she became a veterinarian. Lucky enough to fall in love with an angel at university she married, had children, career all the usual things people are supposed to want. Except that she felt like a fraud because the one thing she really wanted hadn’t gone away, it was just buried. In 2011 Kate told her wife she wasn’t a “normal” guy, in 2015 she started HRT and socially transitioned. Kate now advocates for the rights of trans and gender diverse people and leads Australian Rainbow Veterinarians and Allies, a support and advocacy organisation for LGBTIQA+ people in the veterinary industry.

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SQP

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Mark Pass

The SQP and client relationship

rachel dean

Rachel Dean

Staying well connected in remote settings

Alison Pyatt NEW

Alison Pyatt

SQP in practice

Dr Pyatt is a Principal Lecturer in Veterinary and Animal Health Services at Hartpury University, and Visiting Lecturer in Veterinary Pharmacy at Harper Adams University. Her lectureship includes veterinary professional practice and interdisciplinary working, veterinary public health and One Health. Current research interests lie in customer-centric service quality provision and co-production of services in the global veterinary sector, and in stakeholder contribution to One Health.  Alison is a training coach for the successful veterinary customer experience business, Onswitch.

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Diane Horner

Diane Horner

How we manage our mobile team

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Nicola Ackerman

Nicola Ackerman

Structuring a conversation around the 7 Steps

Testimonials

3 days ago

Onswitch

All done #covidvacccine

We have a fully vaccinated Alison so we can let her out now to socialise and travel and go into kennels!

So intriguing to see the handout ALL folks were given pre vaccination on arrival by the “meet & greet” team

All the vaccine info explaining what it is and what might happen

Total transparency.
Clarity of risk.

Effective way to show that there are “Very Common” side effects and 1 in 10 of you will feel feverish sick and off colour - correct!

“Common” may affect 1 in 10

“uncommon” may affect 1 in a 100

“Rare” 1 in 1000

and then “Not known”

So very clear and in plain English - the rest is gobbledygook and tech blah blah blah - this bit however is very clear

So made us think

What do we give owners about vaccines and medications or ops we do?

Do we give them something pre procedure eg a document or email or reference?

One thing, if anything, has changed during covid is health literacy has become better

Folks talk about risk and benefit more

Conversations about vaccine are more common and so understanding of consequences are more talked about

It’s a public debate and we must work with the upswing in understanding, not fight it

So #WeekendDebate do we need to give a resource to clients for all meds, vaccines and procedures pre event so risks are known and can be discussed more openly ?

What do you think?
If you don’t think it’s needed, why not?
If you think it is needed, why?

Surely clarity of communication is all about trust
And trust means we can work with our customers even when things don’t quite go according to plan

Isn’t that honest?
Isn’t that fair?
Isn’t that what we need to do to have these risk conversation pre event rather than explaining what happened post event?

So over to you ...... what do you reckon?

Have a peaceful weekend

#OneVetTeam
#SoreArm
#1in10
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5 days ago

Onswitch

We had a lovely surprise today at HQ today

Thankyou

We talk to lots of people, about lots of things and there is always a moment of connection and this chat was about communicating with flags!

So it’s fascinating to see how messages can be sent with images eg flags when on the high seas

Fascinating

It works well when everyone uses the same language

Flags work well as a common language and is understand by all using it

Therein lies a challenge in veterinary care, as we often speak one language “VetSpeak” and our clients often speak another “PlainEnglish”

So working to speak the same language is key for patient outcomes
It’s about finding that understanding just like flags!
#OneVetTeam
#VetSpeak
#Thankyou
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@Anonyvet @bevwoodruffe @OnswitchLtd @bouldie Be that client. You’ve bought that brachy, you realise on a Sunday you’ve ran out of meds, bull got in with the heifers, money’s tight so you’ve bred from your bitch. List goes on. You want an empathetic vet, not one that slags you off, to your face or behind your back

This!
And this again
we are an ecosystem of #people
Clients and team
We cannot get to optimal patient outcomes without a collaborative approach with clients
We are a people business those people just happen to have animals in their lives #empathy #embrace #engage #OneVetTeam

#ShowTheSalary great campaign to help get clarity & transparency of pay
Vet Sector has so many “ competitive salaries” or “excellent pay” or “commensurate to experience ”
Just put the pay scale on the ad!
When this happens it is transparent
It helps
https://showthesalary.com/about/

“Open your own practice” today
Looking at #CompellingReasonToChange #CRTC eg why would an owner leave one perfectly good practice & try a new one?
The #CRTC is critical -all new sites need one!
As the established practice it’s worth knowing it too! https://onswitch.co.uk/opening-your-own-practice/

So today was a first
My @YorkshireTea went cold ... was waaaaay to busy and forgot all about it
So microwaved it
Yes
I know
Microwave tea that was from a pot originally
Well the verdict?
It was rubbish😂
So why does microwave tea taste horrid?!
#OneVetTeam

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