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

2 days ago

Onswitch

Well #Shamii cat has had a turbulent week!
Picking a fight and losing it to something or someone much bigger
So the practice advice was to keep the bandage on for 2-3 days ..........
Well that didnt quite happen 😂
What do you think #Shamii is saying today?
#cats #Shamii
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3 days ago

Onswitch

Dragons Den feedback for the Nottingham #FutureColleagues

There are always key themes and this year they were as follows:

1. It’s all about the #OneVetTeam it’s not all about vets! The TEAM is RVN, Customer Care, managers and vets

2. There has to be a match between the work load and the team to do it ! Need the people to do the work. More people are needed so you don’t burn folks out

3. Have a focus. Have a purpose. Why would folks choose you? What is the compelling reason to change to you ?

3. You cannot build a business with a plan to reduce your client numbers over time ! Attrition happens people and patients die, move away, and change vets - so you need NEW ones to keep the data live and sustainable

4. It’s all about capacity How many folks are you actually seeing an hour per vet? If you want to do 30 minute appointment you have to charge more than a 12 minute one

5. People choose a practice because it is
1. Local
2. Recommended by friends & family
3. Recommended by Key opinion leaders
4. Convenient eg accessible
5. ... cost

So that’s the feedback to the Den today 👍

Fab folks
Great day
#FutureColleagues
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3 days ago

Onswitch

Dragons Den today
Nottingham Vets great day working with #FutureColleagues all about what makes a Vet Practice tick
All over Teams this year is a little different
#OneVetTeam
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Really interesting to follow other sectors and how they are helping their communities with the COVId ways of working
This is a really simple clear image and may well help many in the Veterinary sector
#OneVetTeam

Thankyou
#CXCongress2020 is great and such a good mix of folks from all over the Veterinary world
#OneVetTeam #Cx

And the Dragons Den
#FutureColleagues #Business @NottinghamVets @nottsvetsoc

Loving the strategy map exercise @NottinghamVets @nottsvetsoc #FutureColleagues #Business

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