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www.whitecrossvets.co.uk
SUMMER 2015 EDITION
plus...Volunteering abroad,Opening St. Helensand much, much more
Latest update:
White Cross Fund
Keeping you up-to-date
Florida ‘15Orlando was magic!
In 2015 White Cross Vets will provide more than £30,000 in discounts to pet charities2
12My White CrossJourney - Alvaston
7Congress 2015
13The Paul
O’Grady Show
18A personalexperience ofeuthanasia
Business
In March we celebrated another listing in The Sunday Times Top 100 Small
Companies to Work For list. An all-time high of 19th position was achieved
with White Cross ranking 6th in ‘this company is run on strong values’. With
family values at the heart of our business, this accomplishment is a real
endorsement, by our team, of the culture of our practice. Principles, values
and culture are the things that differentiate us from everyone else and it is
of paramount importance that we live these every single day in our practices.
Training and development has taken centre stage this year with record
numbers of vets undertaking post graduate certificates as well as ‘new’
leaders starting the Institute of Leadership and Management Certificate,
CCCs continuing their development programme (including the upcoming
and much anticipated trip to Nice and Monaco), and an exciting programme
being devised for our own Congress in September.
Business wise, the year ending March 2015 was a very successful one with
all sales and profit plans being met. The Group sales rose to £5.7 million,
an increase of almost 24% on the previous year. This coming year we are
planning for sales growth of 15% excluding any new practices. Regarding
new practices, May saw the opening of our newest venture in St Helens,
Merseyside under the stewardship of Kelly Whitelaw. At just a few weeks
old, the practice is proving very popular with client feedback being
extremely positive.
Life continues apace across the White Cross Vetsgroup with our talented team now numbering overone hundred and thirty!
By Tim Harrison, managing director
Our stand at BSAVA
I was finally being
given the chance
to do the job I had
dreamt about
since I was 14.
Donation Days will provide 12 months of work for charity – how are you spending yours? 3
22Volunteering inthe Caribbean
28Keep rollin’, rollin’, rollin’!
I believe we are
doing clients a
disservice by
providing clinical
advice over
the phone.
34Laughter; the best medicine
32 Removing barrirers to care
UpdateLater this year we hope to open in Wolverhampton and by the end of the
financial year in Widnes. We will be recruiting in the coming months
so let us know if you are aware of any potential ‘White Cross’ people.
The most exciting news is the recent relaunch of our Complete Wellness Plan.
We have merged in to one single plan with many more enhanced benefits
including unlimited free consultations, top level Hills discounts and cover for
the prevention of lungworm. Along with a new package, we are changing the
system so that the majority of the administration will be done in-house at
CTSO. Karen Lawrence has been appointed Wellness Plan Administrator
working within the Service and Finance Department. Having contributed in a
number of roles during the past few years, Karen will now devote her entire
time to manage this very important part of our practice. There are new
marketing materials to support you as well as in depth training for all teams.
These Wellness Plans will extend pets lives and every pet deserves such a
comprehensive health plan.
Finally, I would like to highlight the great work many of you do for the White
Cross Fund to keep owners and their pets together for longer. Many of you
undertake fund raising on a regular basis, for example the sponsored runs
done by the West Derby team (including climbing in Snowdonia), and Cammy
Sneddon (Wendy’s son) completing the Tough Mudder. A special thanks
must go to Rod, James, and Duncan (James’ brother in law) for completing
the almost unheard of feat of cycling from Lands’ End to John O’ Groats in
just seven days. Enduring thirteen hours in the saddle every single day and
riding a total of 920 miles, the trio have raised three thousand pounds for
the fund!
Turn to page 28 to read about
James’ and Rod’s incredible cycle
White Cross Vets treat all school pets for free4
By Nishi Jani, clinic director, Northampton
When my name was drawn at congress for an all-inclusive
trip to a congress in Europe, I was shocked, partly because
I had no idea I had been entered into the draw but mainly
because I never normally win anything.
However, when this was later upgraded to a week-long trip to NAVC (North
American Veterinary Community) Conference in Orlando, Florida, I couldn't
believe my luck. Plus, not only were there a huge amount of varied and
interesting lectures but the trip also included loads of fun extras.
First a quick flight across the Atlantic…
Day 1: After checking in to the hotel, we enjoyed dinner and drinks at
Downtown Disney.
Day 2: First day at NAVC, mainly spent getting my bearings between
the Marriott and the Gaylord(!) exhibition centres. I must say, the
difference in size between NAVC and BSAVA is astounding. More
than 16,000 people attended NAVC 2015 and there is already talk
of moving the event to larger premises as the conference has
outgrown the hundreds of square metres it already occupies.
That evening we had a lovely meal at a Mexican restaurant at
Universal Studios followed by my joint highlight of the trip -
Pat O'Brien's duelling piano bar. Two adjacent pianos on
a stage play any audience requests and everybody
has a sing-a-long. It was a really electric
atmosphere and a great warm up for the
VIP section of the Tier nightclub, where
some of us ended up into the small hours.
FloridaNews
Friends for life: Elisia, Hayley,
Jade and Cheryl
A visit to a Banfield HospitalFine dining with Virbac
Use your Alfies to say thanks to team members that have gone the extra mile 5
Day 3: Despite a slightly later start to congress for
some of us, a tour of the local Banfield Hospital
awaited. It was great seeing the inspiration for White
Cross and comparing the similarities and
differences across the two companies. I particularly
liked how their name badges had a place for a
picture of their pet on them. After a quick stop off
at Hooters, we headed to an Orlando Magic vs.
Oklahoma City basketball game.
Day 4: After a breakfast lecture on Cushings
(where I realised that a bus full of people at
6am on their way to a lecture can mean only
one thing: jetlag) there were some great
lectures on cytology and a wander around
both exhibition halls. Here, rather
conveniently, being from the UK meant you
could easily avoid signing up to things you
had no interest in, yet still collect as many
free pens as you wanted. After a long
day, we were treated to dinner at
award-winning restaurant Hawk's
Landing Steakhouse and joined by
our friends from Shor-Line. I can
honestly say that was the best steak
I have ever had.
Day 5: This was “dental day” at NAVC, and these
lectures were by far the most popular ones at the
entire conference. There were some really
interesting tips on dental radiography, nerve
blocks/pain relief and extraction techniques. In the
evening, we were taken to Deep Blu Seafood Grille
by Virbac.
Day 6: The day of my second joint highlight of the
trip - DISNEYLAND! While Tim, James and Wendy
wrestled alligators and learnt how to shag (it's a
dance move - Google it), the rest of us headed down
to the Magic Kingdom. It was a great day, made
extra special by spending it as a group, and was
topped off by magical Disney fireworks.
Day 7: Starting off with an All-American style
breakfast at the Cracker Barrel, we had a surprise
helicopter ride over the area we had been staying in
over the past week. On our way to the airport we
stopped off at two outlet malls for a final shopping
spree, and then headed home.
I feel really lucky to have won a place to NAVC. It'll
definitely be something I will never forget and if I
had to describe it in one word, it would be:
AWESOME!
When White Cross Vetswent to Orlando
News
Pet Fit Club, at NAVC
#MagicKingdomSelfie
Elisia, Hayley and Kelly
Introduce a friend to White Cross Vets and you could receive up to £2,0006
A nurse’s tale: Orlando was magic!
FloridaBy Cheryl Sands, RVN, Coulby Newham.
I won my trip to Florida at last year’s congress. Each year, a vet,
nurse and CCC are randomly drawn, and 2014’s event was my year!
The NAVC is somewhere you only ever dream of attending. However, the closer it came to the trip, the
more anxious I started to feel as I only knew a few of the ten people going. Luckily, White Cross employs
people who have a very similar outlook and attitude, so the whole group got on brilliantly.
The conference was huge and based across two hotels. Each had an exhibition and numerous lectures
to accommodate vets, nurses, receptionists and practice managers and the lectures I attended were
brilliant and very informative. I have taken a lot from them as well as the stands at the exhibitions.
The biggest surprise for me, however, was the difference between nurses in the
UK and nurses in America, known as veterinary technicians or “vet techs”. Talking
to them, as well as US vets, it seems UK nurses have come a long way over the last
few years in comparison, not only showing the UK profession our role is
important, but having the qualification recognised and respected. For most vet
techs, however, although respect for the role is there, it seems there is no real
incentive for any formal training. For example, salaries don’t increase a great
deal to reflect the qualification, yet they still have to pay training fees.
For me, this highlighted not only how fortunate I am to be a qualified VN in
the UK, but also to work for a company that respects and rewards its
qualified nurses.
Away from the conference, White Cross made the trip even more
special by organising some extracurricular activities. Highlights
included going to an NBA basketball game, going on a helicopter
ride over Orlando, having a look around a Banfield veterinary
hospital and enjoying two amazing meals with fantastic people
from Shor-Line and Virbac. We also had an evening out at a
nightclub and experienced the epitome of Orlando - a trip to
Disney’s Magic Kingdom.
I had the most amazing time and I made
some fantastic friends. It really was the
trip of a lifetime.
News
Over £15,000 has been raised for the White Cross Fund mainly through the practice teams 7
For this year’s congress, held at the tastefully-
restored 19th century Cranage Hall in Cheshire
on September 18-20, our theme is “Removing the
Barriers to Care”, and, as always, we’ve got a
packed schedule.
The full programme is to follow, but I just want to bring your attention to
some highlights.
On Friday night, following leadership and level one training during the
day, we will be having a Fijian-themed buffet while we watch the England
v Fiji rugby world cup match. A relaxed affair is the plan.
Then, on Saturday morning, the leadership team are back in session, and
there’s some Principles One training as well as a Voice meeting. Tim will
then do his address to the nation, and after Kristie Faulkner from
Onswitch takes us through the customer journey, it’s gladrags on for our
awards dinner, ceilidh and disco.
On Sunday morning (after your 9:30am lie-in; you can thank me later)
there is a choice of sessions from tips on avoiding claims and complaints,
advice on how to manage Facebook, Instagram and online reviews, and
updates on wound management. Then there’s an update on wellness
plans or a fresh look at the way we deal with pet loss in practice.
After that, it’s outdoors for some “Skool Sportz” fun with Team Spirit,
with an expected finish time of 4pm.
You will shortly receive a congress booking form. Please complete
this in full and when the whole team have completed one each, return
them together.
We are really looking forward to spending time with you all!
Congress timecomes around again!By Wendy Sneddon, operations manager
News
White Cross Vets sponsors over 20 sports and community groups and teams8
I joined the practice in August 2009, andwhen I’m not here, I enjoy spending time withmy young family. I have two dogs too, calledStan and Charlie.
Angie Hardy, vet
Meet the team...Introducing
I’m Sammii and I started at White Cross in 2011as a receptionist. I am now, however, a secondyear veterinary nursing student and I am due toqualify after my practicals next year. I have aDalmatian called Lexi, who not only keeps the vetsbusy, but who I enjoy showing all over the countryand have qualified for Crufts four years in a row. I also have two spotted rabbits called Lottie and Lillie.
Sammii Jenkins, SVN
Hi, I’m Emily, and I joined White Cross in February 2009.
Outside of work, four pets keep me incredibly busy. I have
two dogs - Pebbles is a five-year-old Collie-cross and Louie
is a four-year-old Doberman - and two rabbits called Acorn
and Peanut. I also enjoy spending time with family and
friends and spa days. I love to go riding.
Emily Duffell, head nurse and clinical coach
I have been working at Alvaston for three years,
15 months of which as clinic director. Most people know
Stig my dog who often visits our practice, and I also have
two degus. Outside of work I spend my time walking with
Stig and my wife Emily, as well as travelling and cooking.
If I'm not doing any of those, I am likely to be found on a
river in a rowing boat.
Will Newbury, clinic director
Stig
Alvaston
#19 in the Sunday Times Best Small Companies to Work For 2015 9
Hello, my name is Helen, and I started here just over a
year ago. I live in Derby with my husband Andrew and
our gorgeous cat, Mike. We very recently got married
(Andrew and I, not Mike and I) so now that we are not
organising a wedding, we mainly spend our time out of
work socialising with friends and family.Helen Henstridge, vet
My name is Sarah and I have been at Alvaston
since the beginning of time. I have a 14-year-old
Princess who is my life and comes on all our
caravan/cottage holidays with us, enjoying every
minute of it. I started out my career as the young
trainee in the practice, and now find myself, 24
years on, the oldest, ha! I am a keen walker, often
seen up in the hills of Derbyshire, or cycling the
canal paths, or better still reading a good Phillipa
Gregory book, wishing I had been born in a
different time, wearing posh frocks, going to
fabulous balls and jousts and
hopefully just managing to keep hold
of my head. Yes a weirdo I know,
but hey, I study health and safety.
You don’t get weirder than that.
Sarah Srih, RVN
Hi, my name is Kirsty. I’m a CCC and I love guinea pigs. I
own three little piggies: Woody, Mickey and Oswald. (As
you can see by the names, I’m also a little obsessed with
Disney.) All of my pigs have been rescued. Woody was
adopted nearly a year ago and he’s still a little a shy but will
do anything for a spinach leaf. Mickey and Oswald,meanwhile, were rescued from the RSPCA in Derby. They
had been homeless for six months, and as soon as I saw
their picture I knew I had to have them. Oswald is still a
little bit shy but loves lots of tunnels and bridges to play
with and loves snuggling up to Mickey. Mickey is very
affectionate and loves a cuddle. As soon as he sees
me he comes straight up to me for a cuddle or a stroke. All three adore a cardboard box full of hay to jump into.
Kirsty Smith, CCC
Alvaston
Princess
Sammii and Lexi
at Crufts
Alvaston
Eight practices have visited more than 30 primary schools, 10 8 practices have visited over 30 primary schools, talking to over 2,000 children about pet care10
Behold the poem about Alvaston,The practice located in Derby.The land of the Derby Rams And the inventors of the term “mardy”.
For now we may be small and compact,Yet an extension will make up for what we lack!Within a few months, our size will be doubled, So taking on more ops and clients will be no trouble.
Here’s a little bit about the vets, Mike, Stig and Stan are but a few of their pets.
Our team is second to none,The WOW award last year Angie won.To Bonnie she showed kindness and care,For a night in the kennels they made a cute pair.
Helen is a classy lady, she is totes fabulous,But if she doesn’t get her coffee fix, shecould be fit to burst.She recently went down the aisle, her vowsshe said with grace,Then jetted off around the world, herhoneymoon was ace.
And then we have Will, the clinic director,With him as our boss we are super perfecta!In his spare time he does like to row,He greets his clients with a RIGHTEEHO!
Everyone knows James - he’s here, there and everywhere.When others are stumped, they know whoto call,For no task is too big or too small.
Now for the nurses, of which we have fourAs well as Matt our student, so soon we’llhave one more.Emily is the head; she keeps us all in line.She gets every single job done, come rainor shine!She is the go to on bunnies, for these sheknows lots about,And any question I ask she will answer itno doubt.
Michelle is the best baker I know, Her brownies are what you need if you feel low.They are by far the best thing you have ever tasted,You can bet any money that none will be wasted.
Insurance? I know who to ask:“Sarah! Come help me, with this puzzling task!”Accounts, figures, any manner of thing:“Sarah come help me!” I always sing!
Sammii has been poorly of late.Day by day we sit and wait,For her to come back to us fit and well, For wellness plans sales she does excel!
Now we come to the two CCC’S,The phone answerers and makers of tea.
Kirsty is bubbly and chatty,Everything a CCC should be.Her guinea pigs are called Mickey and Oswald,Like the characters from Disney.
My name is Jenni and I love working here,The people and the pets I hold dear.Now that everything has been said by me,I’ll pop the kettle on. Time for tea!
A poetic view of Alvaston By Jenni Pincock,
CCC, Alvaston
Alvaston
talking to more than 2,000 children about
pet care 11
For those of you I haven’t met yet, myname is Helen. I’m one of the vets atAlvaston and I started working herein April 2014.
My first impression of Alvaston was that it
was a busy little suburb, with lots going
on and plenty of thriving small businesses.
I was slightly perturbed by the lack of Costa
but, y’know, I guess I couldn’t have it all!
I will never forget my first day working at the
practice, and during evening consults I saw a client
that has stuck in my mind ever since. Looking over the
description for the consult beforehand, it simply
read “skin”.
In walked a man in his mid-30s. He was tall, scruffy
and had a dirty cap perched on his head. He also had
tattoos all over his face and no teeth. Now, I was a
little taken aback by his unusual presentation, but
obviously continued the consult as normal. We
discussed options for Saffy the staffie, and the client left
very happily, without question, clutching well over £150
worth of medications, spot-ons and shampoo.
I think I have never forgotten this particular
consult because - and I’m ashamed to admit it
- I remember I was relieved (and possibly a
little surprised) there was no quibble over
costs and that the client paid, in full, without
question. Clearly, his own personal health and
hygiene didn’t feature at the top of his priority
list, but Saffy, his beloved pet, did.
Actually, this consultation reminded me of White
Cross principles and I feel I learnt a lot that day.
Firstly, always offer the highest quality medicine
and service. Secondly, always maintain integrity
by making ethical decisions based only on the
pet you see before you and not who brings them
in. Your responsibility is towards the pet. Thirdly,
keep our practices growing and developing with
our dedication towards helping our patients and
their owners.
It brings me back to the age old saying “never
judge a book by it’s cover”. I did that day and
I’ve never done it since!
The only veterinary group ever to receive 3 stars in the Best Companies survey three times! 11
I’ll never forget
my first day
in Derby
By Helen Henstridge, vet, Alvaston.
Alvaston
Nominate up to three pets receive a 25% off friends and family discount12
At the start of 2009, while working at a
boarding kennels, I had started to
think it was time to move on. While I
enjoyed my job, I needed more.
In a stroke of luck, a good friend, who knew about my
wishes to become a veterinary nurse told me there
was a new veterinary practice opening a four-minute
walk away from where I lived. And that was it – a new
mission had begun.
First of all, I changed the route I walked with my dog
Stan to pass the practice site. Every day, I would ask
the workmen fitting out the shell if the owner had
been in. The same reply greeted me each time:
“Not today luv”.
Eventually, (although probably just to get rid of me),
the guys said they would pass on my CV for me. After
what seemed like an age, I got a phone call inviting me
for an interview. Following three of these, getting
through nervously each time, I was offered a
receptionist position.
I was so excited to get started. It was only three hours
a day to begin with, but I didn’t care, because I loved it.
It was a struggle at first too, going from a full-time job
to a part-time one, especially as I had a house and two
fur babies to pay for. But I knew, with the practice only
being two months old when I started, that this was just
the beginning of my White Cross journey.
And I was proved right. Once Alvaston became more
established, I was offered more hours, and then
before I knew it, I had a full-time position. However,
while I was very happy with my receptionist position, I
knew what I really wanted to do.
So when the practice had grown enough to need
another nurse in 2011, the decision was made to
become a training practice and take on a student
nurse. I stuck both hands in the air and begged for the
opportunity. It worked, and in January 2012, I started
my nurse training.
I couldn’t quite believe my luck that at 29 years old, I
was finally being given the chance to do the job I had
dreamt about since I was 14. It was hard though. For
one, I had to retrain my brain to study as I hadn’t done
anything college-related since I was 17. However,
I struggled through revision, passing exams and
assignments (my nemesis) for two-and-a-half years.
My practical exams were in 2014, so while everyone
else was enjoying running around in oversized
costumes and swimming in foam pits at congress, I
was going through the worst experience of my life
so far….OSCE’s!
I had to wait six weeks for my results, and, finally, they
arrived. I was afraid to open them, convinced that I
had failed, but no….I’d passed! I remember jumping
up and down with excitement. I’d done it! After so
long dreaming about it, I was now a qualified
veterinary nurse!
I couldn’t have done it without my family and
colleagues at work, especially my then clinical coach
Emily, but most of all I couldn’t have done it without
White Cross giving me the opportunity to live
my dreams.
Now the real work starts!
My White Crossjourney Alvaston
I was finally being given the
chance to do the job I had
dreamt about since I was 14.
By Michelle Hughes, RVN, Alvaston
Alvaston
Michelle with Stan
Every CCC will have the opportunity to take the trip to Nice & Monte Carlo in 2015 13
However, one in particular has had a proper taste of
the celebrity lifestyle. Vanessa, from our Guiseley
practice, recently made her live TV debut on
The Paul O’Grady Show on ITV,
and here Justin Phillips asks her
all about the magical day.
Q: So Vanessa, how was it?!
A: Really exciting. I’d never done
anything like it before, so I
was a bit nervous and didn’t
really know what to expect, but I
was very well looked after and had
a great time.
Q: And what was Paul O’Grady like?
A: Very nice. He’s normal, down to earth and really
made me feel at ease. He’s genuinely a massive pet
lover too – he was very taken with all the guests I
had to talk about, especially the little micro piglet
that cuddled up in his jacket.
Q: Did you manage to rub shoulders with any other
celebrities while you were there?
A: The studio where the show is filmed is also where
they film lots of other programmes, actually, and my
dressing room was sandwiched between Lorraine
Kelly’s and Blur’s; they were appearing on The
Graham Norton Show. However, even though I saw
them backstage, I didn’t get to meet them
unfortunately. Christine Bleakley was really lovely
though - she came over afterwards to introduce
herself and have a chat!
Q: How did the appearance come about?
A: Each episode of the show finishes with a different
topic. They’d previously had an artist painting live,
for example. Paul is such a pet lover, it made sense
to do a section on unusual pets.
Q: Are there any plans for a return appearance?
A: There’s nothing definite planned, but the producers
have said they’ll be in touch if they have any other
pet related segments in the future. I’d definitely go
back if they asked - it was great fun!
If you missed Vanessa's TV debut, visit
www.youtube.com/watch?v=L5BgKmNAINY
to take a look.
Paul is such a pet lover, itmade sense to do asection on unusual pets.
Here at White Cross, all ofour vets are superstarswhen it comes to takingthe very best care of pets.
Growth
In 2016 every Nurse and 2017 every Vet will have the opportunity to visit Nice & Monte Carlo14
Here's Jess, Gen, Louise, Jane and Eileen from West Derby as you've never
seen them before. The determined bunch tackled the first half of their
fund-raising double-header for the White Cross Fund on Saturday June 6th
by completing the world's most colourful 5km run in Liverpool. Not content
with just one event, they then packed their rucksacks and hiked up Mt.
Snowden, the highest mountain in Wales to raise over £600 for the Fund.
Remember: if you have a clinical case that could benefit from the support
of the White Cross Fund please get in touch with Val or Jane Harrison.
RUN OR My Team
Donation Days will provide 12 months of work for charity – how are you spending yours?16
New kidon theBlox(wich)At vet school, everyone assumed I would be an equine vet. At vet school, so did I...
...However, in practice, everything seemed to change.
Initially, new grad enthusiasm kept me sane despite a
seven-day week, very little sleep and stud work. Then,
as I started moving into mixed work, the differences in
first opinion practice between small animals and
horses really began to show.
Yet, deciding my dissatisfaction with horse work may
have been down to feeling I was unable to practice
at a high clinical standard, I undertook an equine
internship. And, during this, questions such as
1) Do I want to do all horse work?
2) Do I want to do a PhD? and
3) Would I consider a residency? were all answered.
NO.
So, back in mixed practice, I finally admitted I had a
preference for small animal work, and as time went
on, I began thinking about the future and furthering
my career.
The Bloxwich clinic director position was brought to
my attention by a recruiting agent who, knowing my
long term plans (moving into a managerial position
while maintaining a practical veterinary role) felt a
meeting with Tim would be worthwhile. She was
correct and after an entertaining pub supper, the rest
is history.
My White Cross experience so far has been anything
but dull. Even before I was an official clinic director I
received a very warm welcome from the management
team at the budget meeting. I figured that if this was
a sign of things to come, I will be happy here!
Since starting, Bloxwich has been taking good care of
me. A new job with new responsibilities in a new area
is quite a challenge to take on but the team has given
me great support and gentle pointers along the way.
Initially I was concerned I wouldn’t be able to find
anything but it’s amazing what happens when you
think out loud in the middle of the room…
Long may it last…
By James Horner, clinic director, Bloxwich.
James with Bruce
My fabulous Bloxwich team
My Team
Full name:
James Michael Adam Horner
Age: 28
Career summary:
Horses, horses and smalls, smalls (locum,
South Africa), smalls and chickens
(volunteer TAWS, Tanzania), horse
internship (good idea at the time!),
smalls and horses, White Cross smalls.
Pets:
Bruce, a six-year-old Labrador and a
small flock of Jacob sheep with a ram
called Blue Diamond.
Hobbies:
Was playing rugby, now watching rugby.
Climbing mountains/trekking. Restoring
my grandfather’s classic car (Bristol 405).
Playing jazz trumpet. DIY.
Likes:
Whisky and steak.
Dislikes:
Baked beans.
Aspiration:
Rule the world/Become Prime Minister.
Future plans:
In the short term, I am moving house
where I can start addressing my DIY urges.
FAST FACTS
Spotlight:JohnGuggenheim
Q: What is your full name?
A: John Michael Guggenheim.
Q: Do you have a nickname?
A: I might have…
Q: What is it?
A: Jeremy Kyle. Or, Jezza!
Q: That’s uncanny as you look
just like him!
A: Very funny.
Q: What pets do you have?
A: A black Labrador called Ruby.
Q: What job do you do at White Cross?
A: Director, mainly looking after legal, property
and finance issues.
Q: Who is your hero?
A: Craig, of course.
Q: What do you do in your spare time?
A: Run around after my daughters.
Q: What is your favourite film?
A: I have two. Pretty Woman and Dirty Dancing.
Q: What music do you like?
A: Rock music like The Stereophonics.
Q: If you could be any breed of dog, what
would you be?
A: A miniature poodle.
Q: Tell us something about you we don’t know…
A: I once drummed with members of the
Housemartins while at University in Hull,
including Norman Cook (Fatboy Slim).
Q: Who is the most attractive team member
working at White Cross Vets?
A: Dave the Hoffmeister. Obviously.
White Cross Vets treat all school pets for free 17
My Team
Use your Alfies to say thanks to team members who have gone the extra mile18
A personal experience of By Stacey Law, RVN, Walkden
Before I started working at White
Cross, I found myself on the other side
of the consulting table at a different
practice one day, and when that
experience resulted in euthanasia for
my pet, I learned a lot about how
important that moment - when it’s
time to say goodbye – really is.
When Connie’s demeanour and behaviour changed,
we knew something was very wrong.
Not only was she inappetant, which for a Labrador
caused us major concern, she was also restless and
when she got up from lying on her side, she would be
dry coughing and retching. Her eyes became dull and
lost their spark, and muscle tremors alerted us she
was in pain.
When we took her to the vets, they said her lungs
sounded clear and gave her two courses of
antibiotics. However, these had no effect, so we
booked an emergency appointment.
Two days later, in the practice’s first available slot,
Connie was admitted. On instruction, we waited for
a phone call after the procedure.
At midday, during that phone call, I was told my
Labrador had a large tumour occupying most of her
lung. Not only that - it had already formed stems,
suggesting it had spread.
I broke the news to my parents. Initially, my Dad said
he wanted Connie woken up so she could be taken
home and put to sleep.
However, as a veterinary nurse, I felt this was
unfair to Connie. She was already struggling, and
to force recovery from sedation when she was so
poorly and in pain would have caused her
unnecessary suffering.
We therefore made the decision to say goodbye to
her at the surgery while she was still asleep and
unaware of the pain.
When we arrived, the team took us through to the
preparation area of the practice where Connie was laid
on the examination table. They had put her toy next to
her, which was very comforting. They had also already
placed an intravenous catheter prior to our arrival,
which was a total relief to me as I didn’t want my
parents to see a needle being put into Connie’s vein.
Although she had been laid out with a blanket and
looked peaceful, there was a lot going on while we
were trying to say our goodbyes. In one of the
theatres leading off from the preparation room, an
operation was taking place, while x-rays were going
on in another. We kept being asked to leave the room
so x-rays could be taken.
As we were in shock and emotional, we didn’t think to
ask for a private room, but this was also never offered
to us. Connie was put to sleep with procedures going
on around us. As a family, even though we did the
kindest thing for Connie, we feel we never got to say
goodbye properly.
I feel it’s so important for everyone to have private
time with their pet to say goodbye, as by making the
choice to end a pet’s suffering, we are lovingly and
unselfishly choosing to accept our own.
“However, as a veterinary nurse,
I felt this was unfair to Connie.
She was already struggling, and
to force recovery from sedation
when she was so poorly and in
pain would have caused her
unnecessary suffering.”
Connie was a huge
part of our family
My Team
Introduce a friend to White Cross Vets and you could receive up to £2,000 19
euthanasiaHere is a poem we received in a sympathy card,
which was very comforting to our family.
If it should be that I grow weak,and pain should keep me from my sleep,then you must do what must be done,for this last battle can’t be won.
You will be sad, I understand,don’t let your grief then stay your hand,for this day more than all the rest,your love for me must stand the test.
We’ve had so many happy years,what is to come can hold no fears,you’d not want me to suffer so,the time has come please let me go.
Take me to where my needs they’ll tend,and please stay with me to the end,hold me firm and speak to me,until my eyes no longer see.
Please do not grieve it must be you,who has this painful thing to do,we’ve been so close, we two these years,don’t let your heart hold back the tears.
Did you know you can get a rebate
from the taxman for these three
things: association memberships
(i.e. BSAVA/BVA), professional fees
(i.e. RCVS), and, believe it or not,
getting uniforms cleaned.
However, it is in your interest to pay for these
yourself and then complete a self-assessment form
each year. This is because White Cross currently
pays your RCVS fees and as this is classed as a
benefit in kind, you have to pay tax on it.
Visit www.listentotaxman.com/2014/news/156.html
for more information.
As well as this,
there’s the Cycle
to Work scheme,
where you buy a
bike and pay it
back over 12/18
months. The
monthly cost is
taken off your
salary before
calculation of tax
and national
insurance, so the
taxman is paying a
third, if not more,
for your bike.
A word on childcare vouchers, too. A new
Government programme is being introduced in
September where for every 80p put in a child’s
childcare payment pot, the Government will add an
extra 20p, with parents able to use this to assist
with up to £10,000 of childcare annually for
each child. However, this won’t be better for
some parents, so the best way to make savings
should be considered before the switch. Following
the changes, existing childcare voucher schemes
will no longer be able to add new members, so it’s
important to encourage as many parents as
possible to sign up now.
Pay less tax...
REALLY!By Jo Jobling, group finance manager
Lorna with her new bike
My Team
Over £15,000 has been raised for the White Cross Fund mainly through the practice teams20
On May 26 2015, a new practice joined the White Cross Vets family. At 2,800 square feet,St Helens is our biggest purpose-built practice so far, and it is built on an area that waspreviously a derelict working men’s club. Here, the team say hello and share theirexperiences of the first weeks.
By the St Helens team
It has been really interesting setting up the practice ready for clients.Before White Cross, I had been working at the PDSA for eight-and-a-half years where I had gained a lot of nursing as well as client service experience but I was looking for a change. I love the new practice and really enjoy being part of a brand new team.
Michelle Creswell, RVN(pictured left)
The set up week was a bit of a whirlwind, I must say. There were
lots of things going on and a lot of information to take in. However,
despite it being a busy week, it was good fun and really interesting
being involved from the start, especially watching the practice take
shape from the empty shell it once was. It is a lovely new practice
with good equipment and a nice layout.I think Michelle, Kelly and I work really well as a team. We are all
enthusiastic, hardworking and friendly people and I feel we are
also quite chilled out and are used to working in busy practices so
we rub along really well. I couldn’t have picked a better
team myself!
All in all it has been a fantastic experience so far and I would recommend it to anyone.Ann-Marie Mayren, RVN(pictured right)
I worked at White Cross Vets in Walkden for more than two
years before moving to the new practice at St Helens to take
up the role of clinic director. I was looking forward to a
new challenge.
I had been visiting the site while the practice was being built
so I knew the rough layout and size of the practice. But when
I went inside for the first time after it had been finished, I
actually cried. It was so beautiful and spacious;
I couldn’t wait to get started.
The induction week was so much fun, getting to know the
new team. We seemed to gel straight away and work really
well together.
Taking up the role of clinic director has been
intense and tiring, especially in the first few
weeks, but I love it and I have never enjoyed
going into work as much as I do now.
Kelly Whitelaw, clinic director
(pictured centre)
Welcoming St Helens to White Cross
My Team
White Cross Vets sponsors over 20 sports and community groups and teams 21
I first met Tim Harrison around 16 years ago. As a VN starting a new career in saleswith Fort Dodge Animal Health, I was accosted by Tim to enter the world of Vets4Petsthrough opening my own branch. As exciting as it sounded, I was young and lackingthe ingredients to contribute to the Harrison rising empire.
Some years later, in 2010, I was now a regional manager
for Virbac. Tim and I met once again, and this time, he
was the MD of White Cross Vets. A group of just seven
practices at the time, the company was one I knew little
about but after listening to Tim, I quickly grasped the
cultural similarities between our two companies.
Tim has always maintained his success with White
Cross Vets has been built on the “family practice”
ethos, which he defines as the way he looks after his
team. This is wholly evident when you meet them; a
happy, smiling, professional bunch that put their
patients first. The social arena is also a very important
part of the company’s culture, with conferences,
parties and trips abroad offered to all individuals - a
culture Virbac shares. These social events bring the
team together, maintain and build spirit while sharing
skills and expertise.
Founded in 1968, by vet Pierre-Richard Dick, Virbac is
also a family business, with the Dick family still major
shareholders today. Similar to White Cross, the
company has very strong management principles,
always trying to promote internally so to invest in
ambition and capability. A sense of humour is vital too,
and I have left White Cross Vets many times having
had a giggle. On one occasion, when meeting Tim for
lunch to discuss a new product, I left my purse at
home. So I had invited a Yorkshireman out to lunch
only to ask him to pay for it along with some fuel for
my car. Whoops.
Virbac - and I personally - are very honoured to be
involved with White Cross Vets. I am frequently asked
who we supply and I am always proud to say your
name. I feel we fit in the White Cross Vets culture and
as such, our relationship is one of true partnership.
White Cross Vets and Virbac: Two family businesses working togetherBy Charlotte Covell, commercial manager, Virbac
Tim Harrison and James Horner with Charlotte Covell
We look forward to welcoming every White Cross Vets
team member to the south of France for some learning,
fun and sunshine in Nice and Monaco. This September
it’s the turn of the Client Care Co-ordinators with every
nurse taking the trip in 2016 and every vet in 2017.
See you soon.
Quality
#19 in the Sunday Times Best Small Companies to Work For 201522
On May 4 this year, my husband andI were lucky enough to travel to theCaribbean island of Carriacou towork as volunteers.
We flew from London Gatwick to Grenada. From there, it
was an eight-seat light aircraft to Carriacou, where we
were met by Dr M – aka Shurlyn Matherson - the only
full-time person employed by Carriacou Animal Hospital.
Dr M showed us around and helped us settle in.
We soon found out that despite Carriacou being a small
island, the clinic was very busy, with lots of
appointments and people dropping in with sick or
injured pets. The majority of local people on the island
don’t have a lot of money and cannot afford treatments
so it runs on a donation basis, with people giving what
they can afford. This ensures everyone has access to
treatment and pets get the care they desperately need.
To try and control the number of stray and abandoned
dogs on the island, the hospital operates a spay/neuter
programme. However, this is only effective if a) local
residents are willing to bring their pets in and b) or the
hospital manages to see people while out on house
calls. During our time there, patients had varying issues
from skin complaints to basic inoculations, but one of
the biggest things for the hospital by far is treating pets
for flea and tick infestations.
Despite the hospital operating during normal office
hours and having an emergency out of hours number,
there were still a lot of opportunities to explore. For
example, we went out on boat trips to visit
neighbouring islands and animal sanctuaries such as
the Turtle sanctuary at Tobago Cays.
Caring for companions in By Marina Sadler, RVN, Redcar
Seizing the opportunity
to enjoy the island.
Growth
8 practices have visited over 30 primary schools, talking to over 2,000 children about pet care 23
There were lots of bars and places to eat on
the island which were run by local islanders
and ex pats alike. The people and
atmosphere on the island was very warm
and welcoming; it was almost like the
national pastime was smiling.
Very refreshing.
Carriacou
Carriacou
Essential supplies donated by
Virbac and White Cross Vets.
Carriacou Animal Hospital.
Growth
The only veterinary group ever to receive 3 stars in the Best Companies survey three times!24
My company has been appointed to help negotiate the
pensions maze for you, and I hope the following article
highlights the main changes as well as providing details
of where further information may be obtained.
Workplace pensionsBetween 2012 and 2017, every company in the UK with
two or more employees will be required to set up and
run a Qualifying Workplace Pension Scheme and auto-
enrol any eligible employees. As you know, the scheme
at White Cross Vets started in April 2015 and it has
included all team members. By 2018, a total
contribution of at least eight per cent of earnings must
be paid into the scheme and White Cross is continuing
to look at the best ways to achieve this through its
annual budgets and pay reviews.
Pensions update:
building a lasting The pensions industry is going through one of the most radical phases in its history. White Cross Vets is keen to ensure its team has sufficientinformation available so you can (a) fully understand what is happening and (b) understand the choices/options available to you.
By Gareth Rees Smith, JPM Pensions Limited
Wellbeing
Nominate up to three pets receive a 25% off friends and family discount 25
Pension freedomApril 2015 saw the introduction of new legislation to give
individuals greater choice and flexibility over how and
when they take their benefits at retirement. From age 55
onwards, regardless of whether or not they are still in
employment, individuals will be able to choose from:
• taking the entire fund as cash (although only
25 per cent will be available tax free);
• buying a lifetime or temporary annuity with some
or all of the fund; or
• using “income drawdown” to take the desired level
of income each year from the fund while leaving
the remaining funds invested.
The legislation has also removed the taxation of benefits
inherited from a member where the member dies
before age 75.
These changes have further strengthened the attraction
of saving into a pension scheme. However, they have
also required a rethink of how individuals should invest
their money, particularly in the run up to their
retirement and depending on their likely option post-
retirement.
State pensionsIn April 2016, the current two-tier state pension system
is being replaced by a one-size fits all flat rate. This will
be no less than £148.40 per week. (The actual amount is
yet to be confirmed, but should be by Autumn).
However, there will be transitional arrangements and
the calculation of your precise entitlement can be
complex. Visit www.gov.uk/new-state-pension/overview
for further information and an individual state
pension statement.
Pot Follows MemberAnother change being trialled right now and due to be
introduced in 2016 is the so called “Pot Follows
Member” legislation. This is a system designed to
automatically move small pension pots with an
individual when they move from one employer to
another. It will only apply in certain restricted
circumstances though, and, initially, only to future
changes in employment.
Therefore, for the foreseeable future, if you do have any
existing pension arrangements you wish to consider
transferring to the White Cross Vets Scheme, you will
have to action this yourself. If you want any help in this
area, we at JPM Pensions may be able to assist and can
be contacted on [email protected] or
0121 270 4800.
SummaryPensions remain the most tax-efficient form of saving for
your retirement and the advantages are only increasing.
There’s tax relief on any personal contributions you pay
(at your highest marginal rate) and no benefit in kind
charge on any company contributions paid on your
behalf. Plus, any funds invested grow almost entirely tax
free, while a quarter of the total fund will be available as
a tax-free lump sum on retirement. You can get access to
the benefits any time after age 55 regardless of
employment status, and there’s the removal of tax on
death benefits pre- and post- retirement in the majority
of circumstances (pre-75).
Ultimately, the size of your pension fund and the
resulting level of benefits you receive in retirement are
primarily down to two factors – (a) how much you pay
and (b) the investment growth you achieve.
If you wish to increase your contributions you will need
to complete a contribution form and return it to Jo
Jobling for authorisation. Contribution levels can be
increased (or decreased) whenever required.
To change your investment choices you will need to do
this directly through your Standard Life account. Visit
www.standardlife.co.uk/1/site/employeezone/login for
further details.
legacy
Visit http://bit.ly/1CJepHe
for more information on
company pensions.
“Pensions remain the most tax-efficient form of saving for
your retirement and theadvantages are only increasing”
Wellbeing
Every CCC will have the opportunity to take the trip to Nice & Monte Carlo in 201526
Before you start reading, first, adisclaimer: this is an account of myown personal certificate studies. It’s mostly opinion. Therefore, it isnot particularly based on facts. So…
…I started my certificate studies at Liverpool University
around five years ago. Having finished my PDP, I wanted
to do some targeted CPD.
Starting out, I began with the A and B modules, and
even though it is an option to start with a more
discipline-specific C module (I think), I would still
recommend doing it the “usual” way, mainly as these
first modules are the groundwork for not only case
reports, but also other simple skills such writing in
paragraphs. I personally hadn’t used this since leaving
vet school two years previously, so any help was
appreciated!
Other areas covered included communication skills,
time management and some clinical areas such as
infectious disease. Yes, if all you want to do is to get
your teeth sunk into clinical CPD, this can be a bit of a
drag, but I actually found this interesting. For one, I got
to explore non-clinical subject areas, which possibly
contributed to a better understanding of my future
role as clinic director.
Modules are sixteen weeks long and are a
combination of paper reading, online tutorial and
interactive journal club
sessions. The last of
these - journal club
sessions - may sound
daunting, but really,
they’re not. Basically,
you research a paper
and present it via
webcam to a small group. These really test your
ability to be at your computer at a certain time after
evening consults and they definitely challenge your
technical software and webcam knowledge!
Although the course material says the certificate
should take around six hours each week, I’ve found
that to not be enough. I have been using at least my
weekday off each week. Most deadlines are for
midnight on a Sunday, so I have, on occasion, gotten
increasingly nervous/stressed/anxious as the evening
progresses. It does add an extra pressure to your
week, I must say. However, if push comes to shove,
the deadlines can be flexible.
After completing the A and B modules, I took a couple
of years to concentrate on being clinic director, which
meant no studying. I then started the C modules,
which brought the focus to dermatology, a subject I
thought could be learnt well in-house with minimal
supervision from other vets.
There’s lots of info on the Liverpool website
(http://www.liv.ac.uk) if you’d like more
information about the courses.
Missy belongs to Jacquie,
our CCC, and has been
an ongoing case with
atopic dermatitis
Studying for a certificatein dermatologyBy Lorna Siddons, clinic director at Walkden.
Lorna and Sonny takingtime out with friends
Growth
Who we have helped:
• Ghost, a Siberian husky from Bloxwich who
underwent successful penile sheath surgery.
He is now doing well and his wounds are
healing nicely.
• Susie, a Crossbreed from Kings Heath.
She underwent emergency treatment for a
pyometra and is now back to her normal self.
• Domestic short hair Susie from Redcar who
needed a leg amputation following a road
accident. Her wounds have healed well and she
is getting around satisfactorily.
• Labrador puppy Abbie from Kings Heath, who
had her fractured metatarsals pinned.
She is now doing well.
In 2016 every Nurse and 2017 every Vet will have the opportunity to visit Nice & Monte Carlo 27
We began the New Year with our newname and a healthy bank balance.
So, while we are not a charitable trust, this makes no
difference at all to what we do. However, please can
everyone make sure the application forms they are
using, along with any other fund paperwork, has the
new logo and name.
Since January, we have paid out support for four cases,
and there are several more in the pipeline. If a case in
your practice is receiving support, it is important you
send us an invoice ASAP after treatment is completed
so we can issue the cheques.
We would like more applications, so if you have a
suitable case, please get in touch to set the wheels in
motion. We are happy to discuss any cases you feel
may need funding, and this includes ongoing cases
where an owner may have difficulty finding a
significant sum for the next stage of treatment.
An update on fund-raising now. The year began with
£100 from Bloxwich, a donation from a grateful client
in memory of her dog. We also set up online
fundraising via Golden Giving (www.goldengiving.com
/wall/white-cross-fund), which enables you to set up
fundraising pages for your events, with every penny
raised going directly to the Fund.
Since then, we have had two incredible fund-raising
events. Money is still coming in from James’ and Rod’s
amazing Land’s End to John O’Groats cycle ride (see
page 28). They have raised well over £3,000. A massive
thank you to both Rod and James and everybody who
sponsored them.
The team from West Derby, meanwhile, have been
proving themselves to be very fit and active by not only
taking part in the 5K Run or Dye but recently
completing a hike up Snowdon. This has raised nearly
£600 to date and will be matched by monies from
White Cross. Well done guys!
White Cross Fund
We look forward to
hearing about your
fundraising ideas.
By Val and Jane Harrison, trustees
James Wood and Rob Beardshall cycling
from Land’s End to John O’Groats
The West Derby team tackle
Mt Snowdon and the elements
Charity
In 2015 White Cross Vets will provide more than £30,000 in discounts to pet charities28
Keep rollin’, rol Saying yes was easy. After all, we are loath to turn
down any challenge, and doing LEJOG (Land’s End
to John O’Groats), is a huge box to tick for
any cyclist.
Therefore Tim may have been surprised he got a yes
almost as quickly as had the question been “would you
like another pint?” when he challenged Rod and I to do
it in just seven days. That conversation at congress last
September was just the start, and gave us eight
months preparation time. The first four months of this
passed far too quickly, however, and, being a fair
weather cyclist, my bike never left the garage. Whoops.
Nevertheless, in February, things started to become
real. The back-up team was recruited and a route was
planned. Craig and Val were to pilot the support
vehicle, and my brother-in-law Duncan joined the
team. In the final lead up, we all put in plenty of
training, and armed with a bloody good excuse, lots of
new kit was purchased (I’m sure all wives empathised
with this). Equipment inventories were finalised,
attempting to account for all mechanical problems that
could possibly go wrong, and several kilos of
homemade energy bars were baked.
And so, Saturday May 16 came, and we shoe-horned
ourselves and the kit into Rod’s trusty Skoda Octavia
(the official car of the Tour de France, don’t you know)
and headed to Cornwall. The sun shone the whole way.
An early arrival at our Travelodge for the night meant
plenty of time to prep the bikes and, more importantly,
get to the gruelling task of calorie loading.
The next day, an early start meant that after a short drive
to Land’s End and a quick photo on the start line, wheels
were rolling by 7.15am. With a favourable tail wind and
no threat of rain, spirits were high. This was to be our
shortest day at 102 miles, but deliberately so. Given the
number of hills in Devon and Cornwall, we were to do
more climbing today than any other. While the scenery
was beautiful and the miles seemed to pass quickly, the
second half of the day brought several punishing 10 per
cent gradient climbs. So as we rolled into Okehampton,
another six days seemed very daunting.
Waking up on Monday, we had our longest day ahead
of us, and feeling the aching muscles as we got out of
bed didn’t make the 147 miles seem any more
appealing. On a nice day, the rolling hills and quiet
country roads would have made for a great ride, but
being soaked to the skin had a dampening effect.
(Pun intended).
On a long ride, regularly eating and drinking is
essential to avoid bonking (a cycling term for hitting the
wall. Really). Our support crew did a great job of
keeping us topped up with energy bars and water, but
south of Bristol and only just over halfway for the day,
a well-needed pub lunch revitalised us. A couple of
hours later and we were crossing the Severn Bridge
into Wales with a ferocious side wind threatening to
blow us into the Severn estuary. The last thirty miles up
to Ross-on-Wye through the Forrest of Dean on empty
roads were far better than I had imagined earlier in the
day, but a post-9pm arrival meant dinner and a bed
were all we could think of.
Day three. Having spent nearly 24hrs in the saddle over
the last two days, the expected aches and pains started
to kick in. The day passed slowly, with every mile
seeming hard-earned. Arriving in St Helens, Tim was
there to greet us and probably caught us all at our
lowest both physically and mentally. We weren’t even
half way yet.
For the first half of Wednesday, we had rain again and
it was really cold. We met Val and Craig just north of
Preston, where a hot flask of tea and some dry warm
clothes was all we needed. Following this, we made
steady progress further north.
The same day brought our literal high point of the
whole trip in the Lake District with our long and
winding ascent to Shap summit. In good sprits, the rain
had stopped, the views were spectacular and we knew
there was a lot of downhill riding coming up. The next
goalpost of crossing into Scotland soon followed and
we thought we had a fairly fast and flat run up to
Lockerbie to end the day. However, a strong headwind
and tired legs made the last 25 miles drag on forever
and it was another late finish.
By James Wood and Rod Beardshall, clinic directors, Roundhay and Guiseley
“A strong headwind and tired legsmade the last 25 miles drag on”
Charity
Donation Days will provide 12 months of work for charity – how are you spending yours? 29
lin’, rollin’!
Fund
OVER£3,000
RAISED
Charity
Use your Alfies to say thanks to team members who have gone the extra mile 31
Day five, and we awoke to find the weather doing us no
favours again. It would appear the local council were also
working against us by providing us with fifty miles of the
worst quality tarmac I have ever ridden on. After several
hours of toil not only at half our usual pace but with
double the impact on already tender rear ends, I think we
were all a bit delirious when we stopped for a bathroom
break. What followed was ten minutes of very mediocre
tarmac-based jokes and a disproportionate amount of
laughter, which worked wonders for team morale.
Rolling on, we headed to the biggest city of the trip,
Glasgow. Busy roads and lots of stop/start at traffic
lights combined with Rod succumbing to a debilitating
caffeine overdose left us questioning whether we
would actually make it to the scheduled end point of
the day. However, the day was saved by finding a cycle
path that ran from the centre of Glasgow all the way to
Loch Lomond. This was the smoothest surface yet,
and in our world of tarmac obsession, this qualified as
“premium mac” or “conveyer belt mac” which, non-
biking people, is as good as it gets!
The day ended at the top of a rather large hill north of
Loch Lomond, with our accommodation in Crainlarich
providing us with great hospitality and food, local
music and our first whisky in Scotland.
Friday brought good roads and dramatic scenery.
Cycling through Glencoe was a real experience with
huge cloud-topped mountains on all sides. We made
rapid progress up to Fort William before entering the
Great Glen, which we would follow all the way to near
Inverness. The soundtrack to the day was my text
message alert that whistled at me every few minutes
as I received about seventy messages from White Cross
well-wishers. Thank you very much for those, and I’m
sorry I didn’t get the chance to reply individually!
The sun was shining as we cycled the length of Loch
Ness and reached our destination, a great B&B in Muir
of Ord. For the first time on the trip we had a few hours
spare to do some much-needed bike maintenance and
put our feet up for an hour or two. Knowing we only
had one more day in the saddle felt great, especially
considering we had left Land’s End questioning whether
it would be possible to get this far!
The first half of Saturday was the best riding of the
whole journey and we had definitely saved the best ‘til
last. There was blue sky, not a breath of wind and
empty roads. I had never ventured this far north before
but heading up through the middle of the Highlands
through open plains with snow-capped mountains on
the horizon it made us feel like we could have been in
Patagonia. Fly-fishermen waded in the River Naver as
we followed it all the way to the north coast, and with
only 50 miles to go, it felt like we were near the end.
However, it turned out “nearly there” was a bit of wishful
thinking, as the coast road was constantly up and down.
As we pedalled into John O’Groats, we were all tired, wet
and sore from seven long days in the saddle. However,
there was a brief moment of celebration as we realised
we didn’t have to ride again tomorrow, and we took a
quick photo to celebrate the finish.
As the rain came down it was a quick change of clothes,
loading of the bikes and a squeeze into the car for a
three-hour drive back to Inverness, with a much-
needed stop for fish and chips on the way.
A couple of celebratory drinks and sharing of our
personal highs and lows brought an end to a great but
gruelling seven days. We were really lucky to have just
two punctures on the whole ride, but I think we all
agreed we had underestimated the length of time we’d
be in the saddle each day.
Getting home the following day, there was a surprise
gathering of all the people who made the week
possible. There was Tim and his family, who had
initially set the challenge, and our wives and families,
who had been generous in their support, allowing us to
disappear and leave all our responsibilities for a week.
Special mention has to go to Val and Craig here, who
did an incredible role in support. They were always on
hand to top us up with food and water, and even
washed our kit for us. They tolerated our smelly kit in
the car which Val described as: “Like going into the
surgery when there’d been a tom cat in for neutering.
You just get used to it after a while.” We definitely
couldn’t have done it without them!
ep on turning ke
“It was tough, but we did it!”
Charity
Introduce a friend to White Cross Vets and you could receive up to £2,00032
Converting phone ca The phone rings in the middle of a busy morning
surgery. Two clients are waiting at the desk and the
other phone line is ringing. You pick up the phone,
and your heart drops as you hear the words: “I only
want a bit of advice…”
There are a number of reasons why clients may not
want to bring their pets into the surgery. But, believe it
or not, it is not always about cost.
First up, there is a lot of information on the internet and
the client almost certainly has the opinion of Dr Google
by the time they’ve called the practice. This information
is so simple to obtain, it’s likely the client simply wants
us to confirm the treatment they have chosen is the
right one.
The second most common reason for not attending the
clinic is the inconvenience of attending. Therefore, we
need to consider ways in which we can make
appointments as convenient as possible. Also, clients
may be in denial about the severity of the problem or
fearful of what the vet might find, so are looking for us
to tell them it is all ok on the phone, but this is
dangerous as it’s unlikely to be true.
The last reason for avoiding coming into the practice is
that clients fear their pet will be scared.
So, even though we can all think of a few pets we would
rather never see again, I believe we are doing them a
disservice by providing clinical advice over the phone.
How many times have I heard a client mutter: “And it’s
not like they can tell you what is wrong with them”,
which is true, but with enough experience and a good
clinical exam, it is amazing how much information we
can achieve. Therefore, diagnosis and treatment plans
over the phone are so very risky, even for things the
client perceives as minor.
Plus, the RCVS Guide to Professional Conduct has
something to say on this. As a pet has to be truly under
our care to receive a diagnosis, and “under our care”
includes a recent clinical examination, advice on the
phone can only be, at best, non-specific, and not
include medication details.
It is also clear the veterinary surgeon is responsible for
a) any advice given by CCCs on the phone, and b)
ensuring all team members are suitably trained. In
other words, advice given by a well-meaning team
member on reception could end up getting the vet in
front of the disciplinary committee even if the vet knew
nothing about it.
Also, having a client and their pet in front of us opens
up so many other conversations. How often do we see
a pet for one condition and end up spending more time
on something the client had not even noticed? This is all
part of the service we provide during a consultation,
and being thorough adds massive value to the
examination.
So what should we do?
Brian Faulkner told us he has trained his team to
convert every phone enquiry into an appointment
without exception, and I think he is - broadly - correct.
As a general rule I would suggest we only offer
telephone advice to clients a) we know well and b) with
pets that have long-standing conditions. Everyone in
the team knows it is in the pet’s best interest to be
seen, but there is a strong temptation to provide advice
when you hear the emotion in the client’s voice.
What is the cost of phone advice?
Putting the legal ramifications to one side, the true cost
of giving advice on the phone cannot be
underestimated. Phone consults drain team resources,
described aptly in one article as “phone vampires”. For
example, time spent on the phone takes a team
member’s attention for a significant amount of time,
and that time could have been spent dealing with
clients in the clinic, answering an emergency phone call
or dealing with an admitted sick pet.
What can’t be ignored either is the bottom line of what
we do. We should ensure our client’s pets get the best
care and this, quite simply, cannot be done over the
phone. Every visit into the practice allows us to build on
the bond, offer extra services and demonstrate the
amazing service we give, providing that care. Ask
yourself, how many clients have ever said: “Oh, you
must go that vets, they give great phone advice”?
“I believe we are doingclients a disservice byproviding clinical adviceover the phone”
By James Harris, group clinical support manager
Quality
Over £15,000 has been raised for the White Cross Fund mainly through the practice teams 33
lls to consults...
So what can we do about it?Give this a go:
1. Know a list of keywords to identify emergencysymptoms (e.g. difficulty breathing). Theseshould trigger an immediate appointment.2. Transfer enquiries to a vet nurse if the client
is not keen on making an appointment. 3. Ensure convenient appointment times.4. Reduce anxiety pets feel on visiting the practice.
5. Praise clients for erring on the side of cautionand choosing medical peace of mind.
In a recent secret shopper exercise to one of our practices, however,
not a single advice-only call was turned into a consultation, which is
not something we can be proud about.
To conclude, I would like to tell a short apocryphal tale
from last year. I took a call from a client in the
morning wanting advice as her Rottweiler was a bit
“off it” and not as keen on walks recently. The client
wanted to know which joint supplements we
recommended as she had been on the internet and
decided her nine-year-old dog had arthritis. We had a
chat and she eventually agreed to bring the dog in.
To cut a long story short, I finished the surgery on the
Rottweiler’s ruptured spleen at 9pm and she was
back to attacking me the next day…
Quality
White Cross Vets sponsors over 20 sports and community groups and teams34
fancypants air con) for at least an hour. Eventually, the
vet on duty called him in, and asked what she could
do for him, whilst looking around to see where his pet
was. Mr X then proceeded to plonk a carrier bag on
the examination table. At this point, images of a sadly
deceased small pet flashed through our collective
minds. But, no; what he then lifted out of the carrier
bag, was in fact a defrosted frozen chicken, he was
seeking a veterinary opinion on whether or not the
chicken was “off”! If it wasn’t before he set foot in the
sweltering waiting room, it certainly was now!
Another client came in asking for a repeat prescription
of phenobarbitone. It appeared that a vet had not
seen the dog for over a year. She was politely
informed that one of the vets would need to see “Rex”
again, before any more phenobarbitone could be
prescribed. “Oh, I can’t do that, he has fits. That’s why I
need the tablets!”. It was explained why he would need
to be examined, and various options offered to make
the experience less stressful for “Rex”.
Later that day, Mrs Y was called in to the consulting
room. She explained to the vet that she had been told
that we would need to see Rex before she could have
any more medication. Looking around, the vet asked if
Rex was outside. “No love, I can’t bring him with me. He
has fits. But, I’ve got some photos of him, so you can see
him” and proceeded to show the vet and me a
collection of photographs capturing Rex’s life from
puppyhood to the present day.
I think we would all agree, that theprofession in which we work,although rewarding, can bestressful and often emotionallydraining. Which is why it is vitalthat we have some light relief toalleviate that stress.
Now, gone are the days when you could have a quick
slug of sherry in between consults (apparently, it’s no
longer regarded as “professional”!), so we have to find
other ways to relieve the tension. The camaraderie
between team members is a good place to start. I lose
count of how many times a day that I laugh with my
“workies”, sometimes to the point of hysteria. My first
boss hated the sound of nurses laughing, he assumed
that we couldn’t possibly be working if we were also
laughing. That man didn’t understand multi-tasking.
That man was a fool!
Another great source of humour of course, comes
from the clients. Often inadvertently. So, I thought I’d
share some of the funny stories that have happened
during the course of my veterinary journey.
The first practice that I worked at, ran by an open
surgery system. This, in itself, was madness. You can’t
prepare for open surgeries. You can be open for
consulting between 4 and 7pm, and the pet owning
public would think “just got home from work, the dog
looks a bit peaky. Oh well, the vets are open ‘til 7. Time for a
shower, my tea, a pint, a couple of episodes of banal soap
opera, then go to the vets”. The world, his mother, his
dog, his cat, their fleas, a parrot, a pet fox called Vicky*
(*true story!), a breeder with 12 pups for 1st
vaccination, could all turn up at 6.55pm. Utter chaos!
Anyway, on this one particularly busy afternoon in the
middle of summer, a registered client arrived,
informed reception of his name and address. His
record card (before computers) was located, and put
at the back of a very large pile of record cards. Mr X
sat in that stiflingly hot waiting room (before
Laughter;the very best medicineBy Vicky Neild, head nurse, Kings Heath (from this moment on known as the Bard of the Heath)
Fun
#19 in the Sunday Times Best Small Companies to Work For 2015 35
There were some cracking ones of him playing ball with his
dog buddy, “Bob”. This consultation could only have been
improved if we had had a slideshow and some snacks!
One of my all time favourite ‘clientisms’ though, was when I
was registering a new client. We managed to get through his
details without a hitch. Taking the pet’s details was a bit
more problematic. We established that the dog was called
“Hamish” and that he was a West Highland White Terrier. So
far, so good. I figured out the colour all by myself (two years
of veterinary nurse training paid off then!), “And how old is
Hamish?” I enquired. “In dog years?” came the anxious
response. “Erm...no. Human years will be fine”, kicking myself
for saying ‘human’ years, how did I get drawn
into this nonsense? I’m fairly intelligent, I
know that a year is the length of time it takes
the earth to orbit around the sun, irrespective
of humans, dogs or even ferrets being
involved! Anyway, I had clearly and
inadvertently caused a great deal of panic in
Mr Z, who was now just throwing numbers at
me down the phone “erm, he might be 46….no,
hang on, 47. Oh, I’m not sure.”, “ok, even if you
just tell me what year he was born in, that’ll be
fine” I said, trying to calm him down. This was
to no avail, as he said he’d have to speak to
his wife and get back to me, and promptly
hung up! (Turns out, “Hamish” was 6 and a
half years old, so he wasn’t too far off with his
answer of 46!)
Other tales of bonkersness include the clients
who turned up in time for their 4pm
appointment, but neither of them had
remembered to bring the puppy with them!
And we all must have stories of the
medication that doesn’t seem to be working
because the clients haven’t actually used it.
The flea treatment that we sold last week that
cost a fortune that clearly isn’t effective. Turns
out that it tends not to be, unless you
administer it to the pet. Putting it in the
kitchen cupboard just doesn’t kill those pesky
fleas. Who knew?!
All in all, I love these interactions with clients,
there’s always something that they’ve said or
done that puts a little smile on my face. So that
can’t be a bad thing, eh? And I’m pretty sure, if
you’ve got any similar stories, Justin would love
to hear about them. Share the joy, I say!
Fun
The White Cross Vets T-Shirt has been on its global travels again.
Here are some of the places it has been photographed.
The Travelling T-Shirt!
Watching the
Orlando Magic
Rob Reid in
Mayrhofen, Austria
Will Newbury in the
Indian Himalayas
Justin Phillips winning theNAVC Elanco 5k Run, Orlando
Marina Saddler in Carriacou
Run or Dye Liverpool withthe West Derby Team
America’s Veterinarian - Dr Marty Becker
Magic Kingdom - Orlando
Nishi Jani,
Orlando, Florida
www.whitecrossvets.co.ukwww.whitecrossvets.co.uk2015
Cassandra Pearson in Snowdonia
Penny Lott and Andy
making curtans
BSAVA in Birmingham
Fund