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

IMG_1288

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

1 day ago

Onswitch

So one of Team Onswitch need a tooth sorted

Been grumbling on through lockdown and now needs this

So a trip to the dentist
All safe and secure
Full PPE and spaced out appointment for deep cleaning etc

Assessed and recommended root canal work

The next day this arrives in the post - yes actual paper not an email or text or call or chat ......an actual letter

Clearly laid out
To the point
Time bound estimate
With pricing
Very clear and impactful

So made us ponder veterinary estimates for those non urgent work ups and ops

Given the root cause of many difficult situations is mismatching between estimate and final fee this approach is timely and clear
The letter is unusual as many folks dont get letters very often as most communications are text or email or app based

So this stands out
You can hold it
You see it
You stop and focus

So one option for all non urgent procedure is a written and posted estimate ...

What do you think?
It’s clear
It’s also time limited

Worth a ponder ....

Time to have a business health check and see what might help

onswitch.co.uk/business-health-check/

#OneVetTeam
#StaySafe
#Estimates
... See MoreSee Less

View on Facebook

2 days ago

Onswitch

Happy birthday to Werrington Vets🥂

A full year of trading in a pandemic for a new practice and so pleased to see the results so far

Congratulations 🥂

Opening your own practice is a dream for so many people and now is a good time

Even in a pandemic now is a good time to be the local community focussed, service quality led new practice in town!

Understand your local catchment area
Who will join you and why?
What will be your compelling reason to change to you?
Why would anyone leave one good practice to join you?
So understanding the core essential success factors in a new practice is step one

So start with our “Open Your Own Practice” day

Just like the team at Werrington Vets did

Learn what really makes a practice tick and why successful ones are successful
Learn what to avoid doing that so many do!
Next day in February
onswitch.co.uk/product/opening-your-own-vet-practice/
#OneVetTeam
#CustomerExperience
#BeTheBoss
... See MoreSee Less

View on Facebook

3 days ago

Onswitch

So another Tuesday and a
#Shamii moment
#Cats have a way of keeping life very simple
Today #Shamii is doing a bit of a “pre wash” on the remains of a pudding bowl
What do you reckon he is thinking today?
#OneVetTeam
#Cats
#Shamii
#StaySafe
... See MoreSee Less

View on Facebook

Time to amend the system of how we deliver Vet care 4 pets
With ongoing restrictions, reduced child care & all round reduced people capacity in the face of ever increased demand
So what would you change?
@theRCVS relaxed under care for Rx in Pandemic -what next to relax?

Awesome
“We change the world when we change what we do”

Small changes
Massive impact
Role model
Be the change you want for others
#OneVetTeam

When a client asks you on web chat or email for a price for an everyday fee ...Tell them!
Please don’t say “ring us”!
Reduce inbound calls means answering everyday fee questions on apps,emails,web chat
Save time
Reduce inbound call
Better still put prices online
#OneVetTeam

Curious reading @theRCVS facts as you do!
Anyone got data on % of these members who are parents of school age kids?
@BritishVets @bvnauk
Can’t find data on how many colleagues are parents
Help
#OneVetTeam
Thankyou

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