October 2017 Staff bulletin

October Bulletin 2017

A warm welcome to our newest practices
Alpha Veterinary Practice

HR News
Calling all IVC Employees
Did you know about our recruitment reward
scheme?
Introduce a new clinical member of staff to the
company and earn up to £1500 bonus!
Stop press!!
Bonus of up to £500 available if you introduce an
employee to our central functions!
Some Terms and Conditions apply. Please see our Recruitment Procedure on Trace for
full details

Vacancies
Or visit:
For all IVC job vacancies please see the IVC website:
www.independentvetcare.co.uk
@IVCJobs https://twitter.com/IVCJobs
@IVCCareers https://www.facebook.com/IVCcareers
https://www.linkedin.com/company/independent-vetcare
Please share with all your friends!

Health and Safety News
MEET CHAS
Chas is IVC’s Company Health And Safety mascot and the latest addition to the Health and Safety department!
With IVC growing at such a pace, the H&S department needed an additional staff member to assist with the workload
and Chas was the ideal candidate. Here is a little bit about him:
Name
Lives in:
Hobbies:
Favourite colour:
Favourite food:
Skills:
CHAS
A nest
Sleeping during the day/partying at night, rooting through a good hedge
Mud brown
Worm and beetle sandwich
Safety Media online expert, highly organised, a keen interest in H&S
Chas and I are here to help with any H&S queries you may have so if you require any assistance or are concerned about
your practices’ H&S needs and/or require a visit, please do not hesitate to contact me on the email below.
UKHSE LEVEL 2 TRAINING
This year’s second round of training will be underway soon and we almost have a full house for all four sessions. If you
have missed or are unable to attend, don’t worry I will be organising some more sessions early next year and will look
into booking the Level 3 training around this time also.
Remember, all employees have a duty to take care of their own health and safety and that of others who may be
affected by your actions at work. If an employee notices anything that may affect yourself or anyone around you at
work it is their responsibility, as well as the employer’s, to report it.
Stay Safe
Ian Morley
IVC Health and Safety Support Officer
(imorley@independentvetcare.co.uk)

NAG News
Ever been in this situation?.....
It is Friday evening surgery, the client at the desk wants some more Metacam (right now)! They are going on
holiday in the morning
The pet hasn’t been seen in over 6 months
All your vets are consulting
ARGH!
No appointments are free this evening; the client is cross and complaining…
Remove the stress, pre-book clients back for their next medication review while in for their current
appointment, avoiding this problem next time!
Happy Nagging!
Liz Cox RVN
Veterinary Project Coordinator
E: lcox@independentvetcare.co.uk
M: 07712 551378
Kath Chivers RVN
Veterinary Project Coordinator
E: kchivers@independentvetcare.co.uk
M: 07712 551376

Pet Health Club Update
Congratulations to Bridge Vets in Aberdeen, Hollygate in Carryduff and Corner House in Herne who
have launched the PHC in the last month. It was great to meet you all & welcome you on board
The PHC team have also had the pleasure of seeing the teams from the following surgery who have
had PHC training in the last month;
Rowe Vet Group in Thornbury, Beeches in Melksham, Well Pets in Worle & Congleton Vets
Remember we can now transferring PHC plans between surgeries: For more information please contact
tpenfold@independentvetcare.co.uk
Are you signed up to the PHC Staff Plan yet:
For more information please contact tpenfold@independentvetcare.co.uk
PHC Top Tips for October: As we enter October, there are now just 3 weeks left for you to be in with a chance
of winning some of the fabulous prizes with Pimp your Practice Competition. The number of raffle tickets you
receive is based on new plans minus cancellations so plan retention is just as key as new sign ups.

The PHC Team has grown!
It gives me great pleasure to announce that Jess Houghton is joining the team as a Pet Health Club Trainer
Jess officially joins the team from 9 th October coming to us from her role as BSM in the North West. Jess previously headed
up a Health plan team in another large veterinary group where she was instrumental in health plan training and growth so
brings with her not only operational knowledge of our business but also a wealth of health plan insight.
Along with Tula, Jess will be providing launch and ongoing training to Pet Health Club Surgeries.
Jess will be covering the north of England, Scotland and the Isle of Man and can be contacted on the following:
Telephone- 07885 863948
Email- jhoughton@independentvetcare.co.uk
Welcome Jess
Amy

PHC Pimp your Practice Competition; October Update:
So in the second month of the Pimp Your Practice competition
the surgery with the highest number of virtual tickets is once
again The Veterinary Hospital, well done
As we enter October, there are now just 3 weeks left for you to
be in with a chance of winning some of the fabulous prizes.
The number of raffle tickets you receive is based on new plans
minus cancellations so plan retention is just as key as new sign
ups.
The prize list will be sent out later this month and the prize
draw will be at the start of November. Please see the next
page for the prizes your surgery could win!
The results for all the other surgeries will be emailed to your
PHC Champions and PM’s along with the details of the
Incentive Competition. Please contact
tpenfold@independentvetcare.co.uk for any further
information.
Practice Name
Group
Incentive
tickets
The Veterinary Hospital The Veterinary Hospital Group 129
Mill House Veterinary Surgery & Hospital
Mill House Vet Surgery & Hospital
Kings Lynn 85
Robson & Prescott - Morpeth
Robson & Prescott Veterinary
Group 79
New Malden Vets New Malden Vets 71
Terrington Veterinary Centre Terrington Veterinary Centre 64
Rosehill Vets Rosehill Vets 63
Rhyd Broughton, Gatewen Road Rhyd Broughton 62
Kingston Veterinary Group, Holderness
Road IVC Kingston Veterinary Group 55
Moorview Vets, Northumberland Park Moorview Veterinary Group 55
Arg Beiyn Veterinary Practice, Onchan Arg Beiyn Veterinary Practice 54
Kingston Veterinary Group, Beverley Road
IVC Kingston Veterinary Group 54
Arg Beiyn Veterinary Practice, Ramsey Arg Beiyn Veterinary Practice 53
Natures Vet, Paulton Natures Vet 52
Celyn Veterinary Surgery, Holywell Celyn Vet Group 51
Abbeymoor, Halifax Road Abbeymoor Veterinary Centres 50
Westwood Veterinary Surgery, Boston Spa Westwood Veterinary Practice Ltd 49
Alexander Vets Alexander Vets 48
Rowe Veterinary Hospital Rowe Group 48
Holly House Veterinary Hospital Holly House Veterinary Hospital 46
Bishop, Hendry & Edwards Bishop Hendry & Edwards 45
Total number of virtual tickets allocated
to surgeries this month =5218

Prizes to win with the Pimp Your Practice Competition: OVER 60 Prizes to be
won!
If you have any questions regarding the Pet Health Club please feel free to contact us:
Amy Gutteridge – PHC Manager
agutteridge@independentvetcare.co.uk
Telephone: 07701289139
Tula Penfold –-PHC Trainer
tpenfold@independentvetcare.co.uk
Telephone: 07739363913
Jess Houghton –-PHC Trainer
jhoughton@independentvetcare.co.uk
Telephone: 078858639485

Top Tips From John Dinsdale
Animals on opiods, please lubricate their eyes.
The effect of opioids can reduce the tendency to
blink which allows the surface of the cornea to
dry and increase the risk of ulceration.
Tying surgical knots - keep the ends
down low, don’t pull them up vertical
to do the next throw, as it tends to
loosen the first throw.
Remember double dew claws on the
hind legs of certain breeds, for example,
Briards, is normal — part of the breed
standard.
Clingfilm can be used as a useful quick
bandage to offer protection after a chest
injury prior to surgery and provides a
clean barrier function, it is also useful on
burns
Can’t feel the enlarged thyroid when looking to do
a thyroidectomy? Place a sandbag under the cat’s
neck, extend the neck gently and then shave the
surgical site as normal — it / they will usually
appear

VOYAGER TOP TIP
ADD WEIGHT FROM WAITING LIST
1) Go to the waiting list
3) Enter the patient weight, choose the
relevant staff member from the drop down
and click ‘Add’
2) Right click anywhere in the
patient line & select ‘Add
Weight’
Do you have any Voyager Questions or Training Requests? Drop us an
email: ittraining@independentvetcare.co.uk
Join us on our Facebook group for updates and tips ‘IVC
Voyager User Group’

Practice News
WANTED!
Sundean vets are looking for a
couple of mobile lead screens for
their practice. If any practices have
any that are going spare or that are
no longer wanted please contact
Rosalind Wadsworth
Rosalind.Wadsworth@sundeanvets.
co.uk
Jo is fundraising for Vetlife and needs our help!
My name is Jo, I'm one of the vets at Foxcotte. In my spare time (most of it!) I
train for endurance events and compete at Obstacle Course Racing (OCR). OCRs
are off-road running races which include build up and technical obstacles (think
ninja warrior style!), difficult terrain and lots of mud!
In a couple of weeks I will be travelling to Canada and competing in the OCR
World Championships, against some of the best elite obstacle course racers in
the World. I am raising money for Vetlife, which is a charity that provides mental
health support, financial assistance, information and resources to members of
the veterinary profession and their families.
I would be very grateful to anyone who can spare a few pounds
to sponsor me for this epic challenge. Here is a link to my
Just Giving page, which also gives a bit more information on
what I'm doing.
https://www.justgiving.com/fundraising/jo-shhhh-vetlife

Millhouse Vets - ‘Outstanding’
Mill House Vets are confirmed as outstanding in all six RCVS Practice Standards Scheme awards
Mill House Veterinary Hospital continues to go from strength to
strength as it is judged ‘Outstanding’ by RCVS in all six of the
Practice Standards Scheme awards.
The King’s Lynn based Hospital is celebrating with the recent
announcement that it has been judged ‘Outstanding’ in the
following categories:
• Emergency and Critical Care
• Patient Consultation
• Team and Professional Responsibility
Adding to the three ‘Outstanding’ awards they already held from
2015:
• Client Services
• In-Patient Service
• Diagnostic Service
Mill House is the only practice in Norfolk and one of only 2 practices in the
country to have achieved all six outstanding awards as part of the RCVS
Practice Standards Scheme, adding to their impressive list of awards –
having also won Petplan’s Vet Practice of the Year twice.
Clinical Director Sarah Colegrave MA VetMB BSAVA PGCertSAECC MRCVS
said ‘We are truly delighted to have been judged Outstanding. To achieve
this in all six awards is a magnificent achievement for the team, of whom I
am extremely proud. The assessors look at what goes on behind the
scenes, scrutinising our standard of care for all patients and their owners.
Highlighting the individual attention we give to our patients on a daily
basis, our Emergency and Critical Care Service is particularly rewarding. In
addition, the award for Team and Professional Responsibility is absolutely
superb. We are delighted to have our high standards acknowledged in this
way”.

Vale Referrals’ Diplomats
Vale Referrals are pleased to announce three diplomats in
Veterinary Cardiology!
Vale Referrals are very pleased to announce that our cardiologists,
Dave Dickson and Jo Harris have both recently achieved their
diplomat status in veterinary cardiology from the Royal College of
Veterinary Surgeons.
This places Vale Referrals as one of the only centres in the UK that
has three RCVS Diplomats in veterinary cardiology support the
multidisciplinary services that we offer.
To discuss or refer a case please contact www.valereferrals.co.uk or phone
directly at 01453547934.
For more information on our services please visit
www.valereferrals.co.uk/service-cardiorespiratory/
I’m sure you’ll all join us in congratulating them on this tremendous
achievement!!
Dave and Jo continue to work alongside Dr Mark Patteson MA VetMB
PhD DVC CertVR MRCVS (RCVS Specialist in Veterinary Cardiology) to
provide a gold standard, veterinary cardiology service throughout the
Midlands, Wales and South West.
Our cardiology department is an integral part of our cardiorespiratory
service where we combine cardiology, advanced imaging
(CT/high definition bronchoscopy), respiratory medicine and surgery
to offer a bespoke and truly multidisciplinary service for our patients
and clients.

IVC Nurse Committee
• We are looking for nurses to join the committee from across the group. We ask that you
attend 4 meetings per year, assist with regional nurse meetings 2/3 times per year, act as
a Nurse Ambassador for IVC, and contribute to the projects that we are working on.
• If you are interested, can you please send a brief bio about yourself, and what you can
bring to the committee, and what projects you feel we could work on to Samantha Kellett,
skellett@indpendentvetcare.co.uk or speak to your BSM .
• Closing dates for applications is Dec 31st 2017.
• More info can be found at www.ivcnurses.co.uk and we have a great Facebook page IVC
Nurses.

Google Kits and National Vet Survey Cards
We have had some requests in lately asking where people can get these from.
Google Review consists of the following:
7 Sheets of green Google review stickers
7 Sheets of purple Google review stickers
Reversible header banner
Reversible speech bubbles, wobbles and triangular wobbler
2 x A2 reversible posters
Heart and arrow cut outs
Cartoon animal cut outs
4 Reversible cards – ‘How to leave a Google review’ and
‘Benefits of PHC’ on the reverse
National Vet Survey Cards
These come in packs of 1000 cards
Both can be ordered via the website or email below
http://thinkvetorders.co.uk/customer-information/
These are both paid for by IVC, so we only charge postage.
‣ If you would like to take up this offer please email
orders@thinkmarketingmaterial.co.uk or order from the IVC
print orders website: www.ivcprintorders.co.uk

Q3 Pet Insurance Campaign Update
August’s Winners
We are delighted to announce that August’s winners were New
Malden Vets & Unicorn, Park Surgery, who increased their free
cover by over 50% against August 2016. A Panasonic pet
monitoring kit has been sent out to these practices.
Remember
For any further assistance on issuing 4 weeks’ free insurance,
please visit petplanvet.co.uk, contact your Petplan Territory
Manager, or call Vetline on 0330 102 1606 (choosing option 2).

Product Change

We are pleased to announce that IVC have teamed up with nutravet ® to launch Vetpro - an exclusive range of high quality natural
healthcare products only available from IVC practices.
nutravet are one of the UK’s leading suppliers of nutraceuticals and this is the first time they have worked with a veterinary group to
develop an exclusively branded product range. As such their field teams are very excited to be working with us on this initiative and will
support Vetpro in practice in the same way as they would the nutravet range.
Why launch an exclusive Vetpro range?
IVC are committed to support your continued practice growth as thriving businesses at the heart of your community. At the very centre of
this concept is providing clinically led, service excellence with the very best products that help clients bond and regularly return to our
practices.
Being able to offer an exclusive product range that is only available from our surgeries means that you will be able to:
• Recommend in the knowledge that the products cannot be purchased anywhere else
• Not available via internet pharmacies, online retailers or pet shops
• Increase footfall to your practice
• Improve repeat business and cross selling opportunities
• Enjoy greater opportunities for continuity and one-to-one care
• Increase trust, loyalty and closer client relationships
• Increase profitability
For more information visit www.vetpro.co.uk

A discounted seasonal launch pack is available up until the end of
December 2017
Discounted launch offer
4 x Vetpro Stress & anxiety (15 caps)
4 x Vetpro Joints & mobility (60 caps)
1 x Vetpro Joints, soft tissue & liver functions (60 caps)
1 x Vetpro Healthy skin & glossy coat (45 caps)
1 x Vetpro Brain & mental function (45 caps)
1 x Vetpro Healthy urinary tract function (20 caps)
£130.17 - order code for the launch pack is: 30460815
The launch pack also comes with FREE marketing materials
consisting of:
6 x 100 product leaflets
3 x double sided posters
1 x desktop point of sale
10%
off!
Ordering
Please look through the brochure which has been sent to your practice
which outlines the product range and hopefully answers any further queries
you may have.
How to order
Simply place your order via My Centaur or IVC Voyager practice
management system.
Order individual products as below:
Vetpro Joints & mobility: 60 caps: 30460713
Vetpro Joints & mobility: 120 caps: 30460724
Vetpro Stress & anxiety: 15 caps: 30460768
Vetpro Stress & anxiety: 60 caps: 30460779
Vetpro Healthy skin & glossy coat: 45 caps: 30460746
Vetpro Healthy skin & glossy coat: 90 caps: 30460757
Vetpro Brain & mental function: 45 caps: 30460780
Vetpro Brain & mental function: 90 caps: 30460790
Vetpro Joints, soft tissue & liver function: 60 caps: 30460804
Vetpro Healthy urinary & tract function: 20 caps: 30460735
Training:
The nutravet team are available to book team training sessions such as one-to-ones or lunch & learns.
To book training please email: training@vetpro.co.uk
For more information visit www.vetpro.co.uk

Clinical Director Meetings
The next CD meetings will be as follows:
31 st October Tortworth Court, Wooton
1 st November Thorpe Park Leeds
2 nd November Highgate House Kettering
9 th November Crowne Plaza Gatwick
14th November
Hunting Tower Hotel Perth
Holiday inn South Chester
Please can you let Hayley Wilkins know by
Thursday 12 th October which meeting you will
be attending and if you require any
accommodation.
h.wilkins@independentvetcare.co.uk
01225 481520 ext 633

Flu Jab?
Thinking of having the flu jab this year?
If you wish to have the flu jab between now and
30 th November, we will reimburse the cost up to £15.
In order to qualify, you simply need to be an
employee of IVC (or associated companies) and
present a valid receipt through expenses.

IVC LGBT+ Champions Needed
Do you want to be an IVC LGBT+ Champion? We are
looking for people within the group to help us develop
an IVC LGBT+ network. If you are interested then
please contact:
Debbie Loding dloding@independentvetcare.co.uk or
Kim Mohan kmohan@independentvetcare.co.uk for
more info!!

L:NPS R:Responses
NPS Update
Top 10 Q3
90.00%
80.00%
70.00%
60.00%
NPS National Score and no. Responses
84.60%
82.90%
82.70%
81.11% 81.51% 80.41%
70.88%
61.97%
30000
80.15%
25000
24010
20000
96.00%
95.50%
95.00%
94.50%
94.00%
93.50%
140
120
100
80
50.00%
40.00%
17122
15000
93.00%
92.50%
60
30.00%
20.00%
10.00%
0.00%
1823 1698 1459
5281
7194
9025
9644
Q3 15 Q4 15 Q1 16 Q2 16 Q3 16 Q4 16 Q1 17 Q2 17 Q3 17
At 80.15 Our Net Promoter Score for Q3 has remained
relatively stable (-0.3%) whilst the number of responses
has jumped by 40%
10000
5000
0
92.00%
91.50%
91.00%
90.50%
Dr Doolittle's
Whitchurch
The Veterinary
Centre (St
Budeaux)
Celyn Vet Group Pegasus House
(Holywell) Vet Centre
Westwood Vets
(Boston Spa)
Score
Wellpets (Worle Cater Veterinary Unicorn Vets
Branch) Practice
(Conway Road)
(Park Surgery)
Response
Village Vets &
Meadowbank
(Childer
Thornton)
The Cat Clinic
Congratulations to Dr Doolittle's who scored an NPS
of 95.5%. A special mention to Westwood Vets for
scoring 93.4% over 135 response
40
20
0

NPS Update
Practice Score Response
Dr Doolittle's Whitchurch 95.45% 66
The Veterinary Centre (St Budeaux) 95.45% 44
Celyn Vet Group (Holywell) 95.28% 106
Pegasus House Vet Centre 93.33% 30
Westwood Vets (Boston Spa) 93.23% 133
Wellpets (Worle Branch) 92.86% 56
Cater Veterinary Practice (Conway Road) 92.59% 54
Unicorn Vets (Park Surgery) 92.45% 106
Village Vets & Meadowbank (Childer Thornton) 92.41% 79
The Cat Clinic 92.31% 91
Rowe Vets (Yate) 91.95% 236
Hillman Vets (Lichfield) 91.89% 74
Village Vets & Meadowbank (Meadowbank) 91.86% 86
Unicorn Vets (Ashurst Surgery) 91.80% 61
Rowe Vets (Thornbury) 91.34% 127
Bishops Veterinary Surgery 90.91% 121
Arg Beiyn Vets (Ramsey Surgery) 90.91% 55
Highgate Vets (173 Highgate) 90.85% 142
Clifton Veterinary Practice 90.77% 65
My Family Vets Monkseaton 90.67% 75
St Mary's Vet 90.58% 138
Cater Vets (Mostyn Avenue) 90.48% 105
Corinium Veterinary Surgery 90.24% 41
Bruceview Vets 90.18% 285
Christopher Carter Veterinary Surgery 90.08% 262
Bath Vets (Park Road Vets) 89.74% 39
Zetland Vets (Fishponds Veterinary Centre) 89.66% 87
Manor Veterinary Clinic 89.63% 164
Rogart Vets 89.55% 67
Zetland Vets (Patchway Veterinary Centre) 89.29% 56
Zetland Vets (Westbury Veterinary Centre) 89.29% 56
Westwood Vets (Garforth) 89.26% 149
Shore Veterinary Centre 89.09% 110
Highland Vet Clinic 89.06% 128
Burch Tree Vets (Morecambe Surgery) 88.89% 81
Wellpets (Sheerness Branch) 88.89% 63
Grove Lodge Vets (Portslade) 88.73% 71
Sussex Coast Vets (Ashbrook) 88.68% 53
Ashcroft Veterinary Surgery 88.64% 308
Forest Lodge Vets (Lymington) 88.60% 114
Highgate Vets (Beezon Road) 88.52% 61
Shipley and Idle Vets (Shipley Surgery) 88.46% 78
Atherton Veterinary Centre 88.30% 342
My Vets - St Annes 88.24% 51
Sanders Vets 88.12% 202
Churchview Vets (Heswall) 88.04% 92
Beech House Vet Clinic 88.00% 125
Bath Vets (Melksham) 87.88% 99
Haydon Veterinary Centre 87.85% 107
Sundean Veterinary Clinic 87.78% 90
Highertown Vets 87.63% 97
Kingswood Vets (Lightwater) 87.50% 32
Forest Lodge Vets (New Milton) 87.23% 235
Thanet Animal Hospital 87.10% 124
The Veterinary Centre (Lipson) 87.04% 54
Alexander Vets 87.02% 208
Cibyn Veterinary Clinic 87.02% 285
Sheriff's Highway Vets (Bensham Practice) 86.96% 46
Albert Cottage Veterinary Clinic 86.63% 172
Arg Beiyn Vets (Onchan Surgery) 86.50% 163
Boyce & Houston Vets 86.29% 124
Andale Vets 86.26% 313
Village Vets & Meadowbank (Liverpool Road) 86.18% 217
Crown Vets (Canalside Surgery) 86.13% 137
Linc Vet (Friars Lane) 86.01% 143
Winterbourne & Brimsham Vets (Winterbourne Surgery) 85.94% 64
Crown Vets (Crown Surgery) 85.77% 274
My Family Vets Ashington 85.71% 35
Natures Vet (Paulton) 85.71% 168
Town & Country Vets (Clayton-Le-Moors) 85.63% 160
New Malden Vets 85.53% 235
Kingswood Vets (Chertsey) 85.42% 48
Pengelly & Mizen Vets (Park Road) 85.09% 114
Celyn Vet Group (Abergele) 85.07% 67
Celyn Vet Group (Prestaryn) 85.00% 100
Burch Tree Vets (Carnforth Surgery) 85.00% 80
Rowe Vets (Wotton-Under-Edge) 84.95% 93
Bridge Vets (Brynmawr Surgery) 84.82% 112
Pets Barn Vet Group (Hartpury) 84.78% 46
Bath Vets (Station Road) 83.82% 68
Bridge Vets (Blackwood Surgery) 83.82% 241
Town & Country Vets (Blackburn) 83.69% 141
The Veterinary Centre (Plymstock) 83.61% 61
Terrington Veterinary Centre 83.58% 201
Thanet Vet Group (Birchington Veterinary Centre) 83.33% 30
Acorn Vets (Hove Surgery) 83.18% 107
Rushden Vets 83.09% 136
Congleton Veterinary Centre 83.03% 165
North East Veterinary Referrals 82.69% 52
Kingswood Vets (Chobham) 82.67% 75
Zetland Vets (Stoke Bishop Veterinary Centre) 82.67% 75
1066 Veterinary Centre 82.38% 227
Island Vet Associates (Gornal) 82.35% 85
Elm Vet Group (Milehouse Clinic) 82.32% 181
My Vets - Clitheroe 82.14% 56
Dr Doolittle's Penarth 81.82% 44
My Family Vets Blyth 81.82% 44
Zetland Vets (Filton Veterinary Centre) 81.58% 38
Lawrie Vets (Falkirk) 81.52% 184
Zetland Veterinary Hospital 81.44% 97
Northdale Vets (Lancing) 81.43% 70
Rhyd Broughton (Chester Street) 81.40% 43
Cheshire Pet 81.33% 150
Rhyd Broughton (Gatewen Road) 81.25% 400
Wellpets (Sittingbourne Branch) 81.25% 96
Barrier Animal Care Clinic 81.02% 137
Wellpets (Minster Branch) 80.99% 121
Blackness Veterinary Surgery 80.93% 257
Abbey Vet Centre (Durham Centre) 80.92% 152
Island Vet Associates (Maltby) 80.88% 68
Bath Vets (Peasedown) 80.77% 78
Hillman Vets (Arboretum) 80.49% 82
Churchview Vets (Neston) AVERAGE
80.46% 87
Wellpets (Yeovil Branch) 80.30% 66
Grand Total 80.15% 24010
Holly House Veterinary Hospital 80.00% 450
Barton Lodge 80.00% 190

NPS Update
Northdale Vets (Worthing) 79.82% 223
Grove Lodge Vets (West Worthing) 79.75% 79
Unicorn Vets (Fairfield Surgery) 79.70% 197
My Family Vets Gosforth 79.59% 49
Pets Barn Vet Group (Longhope) 79.49% 39
Lawrie Vets (Cumbernauld) 78.31% 249
My Vets - Ashton on Ribble 78.13% 32
Shipley and Idle Vets (Idle Surgery) 78.05% 41
Grange Hill Vets 77.85% 158
Summerwoods Vets 77.65% 85
Hillman Vets (Weston Street) 77.50% 40
Mill House Veterinary Surgery & Hospital 77.50% 40
Budget Vets (Tonypandy Branch) 77.05% 122
Gatehouse Vets (Lavister Surgery) 76.70% 103
Grove Lodge Vets (Brighton) 76.34% 131
Winterbourne & Brimsham Vets (Brimsham Surgery) 76.25% 80
Linc Vet (Wragby Road) 76.23% 122
Elm Vet Group (Plymstock Clinic) 75.63% 119
Summerhill Vets 75.61% 246
Mulberry Court Vets 75.36% 69
Summerdale Vets 75.32% 77
Sussex Coast Vets (Greenleaves) 75.00% 32
Rosehill Veterinary Clinic 74.89% 227
Island Vet Associates (Stone) 74.63% 134
Sheriff's Highway Vets (Whickham) 74.49% 98
Dr Doolittle's Aberdare 74.07% 54
My Family Vets Cramlington 73.81% 42
My Vets - Oswaldtwistle 73.68% 57
Field Vets 73.56% 174
Abbey Vet Centre (Chester Le Street Centre) 73.48% 230
Rowe Vets (Bradley Stoke) 73.47% 294
Whitehouse Veterinary Surgery 73.47% 49
My Vets - Bacup 73.33% 30
Station Veterinary Surgery 72.57% 113
Sheriff's Highway Veterinary Hospital 72.50% 160
Hillman Vets (Cannock) 72.46% 69
Rosehill Veterinary Clinic 74.89% 227
Island Vet Associates (Stone) 74.63% 134
Sheriff's Highway Vets (Whickham) 74.49% 98
Dr Doolittle's Aberdare 74.07% 54
My Family Vets Cramlington 73.81% 42
My Vets - Oswaldtwistle 73.68% 57
Field Vets 73.56% 174
Abbey Vet Centre (Chester Le Street Centre) 73.48% 230
Rowe Vets (Bradley Stoke) 73.47% 294
Whitehouse Veterinary Surgery 73.47% 49
My Vets - Bacup 73.33% 30
Station Veterinary Surgery 72.57% 113
Sheriff's Highway Veterinary Hospital 72.50% 160
Hillman Vets (Cannock) 72.46% 69
Gatehouse Vets (Borras Surgery) 72.46% 69
Island Vet Associates (Bloxwich) 71.95% 82
Crown Vets (Fort William Surgery) 71.94% 139
Acorn Vets (Hangleton Surgery) 71.70% 53
Pets Barn Vet Group (Forest of Dean) 71.67% 60
Vermuyden Veterinary Practice 71.52% 151
Bath Vets (Rosemary Lodge Vet Hospital) 71.36% 213
My Vets - Clayton Le Dale 71.00% 100
Summerview Vets 70.97% 31
The Veterinary Hospital (Estover) 70.22% 319
Hampton Veterinary Centre 69.94% 173
Riverside Veterinary Centre 69.93% 153
Lowesmoor House Vets 69.86% 73
Grove Lodge Vets (Durrington) 69.70% 33
Eastbourne Vets (Seaside) 69.62% 79
Orchard Vets 69.40% 183
Tower Veterinary Centre 69.23% 91
Linc Vet (Birchwood) 68.84% 138
Grove Lodge Vets (Lancing) 68.75% 48
Sussex Coast Vets (Beaufort Rd) 68.67% 83
Wellpets (Clevedon Branch) 68.57% 70
My Vets - Padiham 68.35% 79
Bath Vets (Beaufort) 68.29% 41
Bishop Hendry & Edwards Vets 68.22% 107
The Veterinary Centre (Plympton) 68.22% 129
Sussex Coast Vets (Bexhill) 67.95% 156
Abbeydale Vets (Darwen) 67.68% 99
Abbeydale Vets (Blackburn) 67.65% 102
Grove Lodge Vets (Southwick) 67.06% 85
Eastbourne Vets (Green Street) 66.04% 53
Eastbourne Vets (Seaside) 69.62% 79
Orchard Vets 69.40% 183
Tower Veterinary Centre 69.23% 91
Linc Vet (Birchwood) 68.84% 138
Grove Lodge Vets (Lancing) 68.75% 48
Sussex Coast Vets (Beaufort Rd) 68.67% 83
Wellpets (Clevedon Branch) 68.57% 70
My Vets - Padiham 68.35% 79
Bath Vets (Beaufort) 68.29% 41
Bishop Hendry & Edwards Vets 68.22% 107
The Veterinary Centre (Plympton) 68.22% 129
Sussex Coast Vets (Bexhill) 67.95% 156
Abbeydale Vets (Darwen) 67.68% 99
Abbeydale Vets (Blackburn) 67.65% 102
Grove Lodge Vets (Southwick) 67.06% 85
Eastbourne Vets (Green Street) 66.04% 53
Hillman Vets (Darlaston) 65.85% 41
Abbeydale Vets (Whalley) 65.79% 76
Millpark Vets 65.67% 67
Budget Vets (Newport Branch) 65.38% 104
Island Vet Associates (Wombourne) 65.18% 112
Williams and Cummings Veterinary Group 65.16% 155
Budget Vets (Bridgend Branch) 64.00% 50
Summerhill Vets (Main Hospital) 63.33% 30
Hillman Vets (Brownhills) 62.71% 59
My Vets - Great Harwood 61.76% 34
Bath Vets (Oldfield Park) 61.40% 57
Sussex Coast Vets (London Road) 61.11% 54
Budget Vets (Blackwood Branch) 60.67% 89
Provost Vet Group (St Andrews Clinic) 60.00% 30
Grove Lodge Vets (Worthing) 59.78% 184
Eastbourne Vets (Acacia Villas) 58.82% 51
Island Vet Associates (Island) 58.42% 101
Culloden Veterinary Clinic 55.20% 125
Island Vet Associates (Balby) 55.04% 129
My Vets - Haslingden 54.55% 33
Budget Vets (Risca Branch) 50.79% 63
Budget Vets (Albertillery Branch) 43.75% 48
Well House (Tunbridge Wells Clinic) 41.03% 39

Mystery Shop Update
85.00
August Top 20 Mystery Shop Practices
100.00
90.00
July Top 20 Mystery Shop Practices
80.00
80.00
70.00
75.00
60.00
50.00
70.00
40.00
30.00
65.00
20.00
10.00
60.00
0.00
Congratulations to Henny Veterinary Surgery and The Bishops Veterinary Surgery – our top scoring Mystery Shop
practices in August and July

The future of NPS
If you are not using i-recall you still
need to direct clients to the National Vet
Survey Website www.nationalvetsurvey.co.uk
If YOU ARE ON i-RECALL an automatic text is sent to your clients
directing them to your own practice survey URL. This is a better
experience for the client and it means you as a practice can see your
results on the Virtual Recall portal
From Jan 18 I recall
practice clients will
only be able to
access the survey
via the text URL.
Please do not direct
them to national
vetsurvery.co.uk

Vet Wellbeing Awards
We are supporting the Vet Wellbeing Awards run by SPVS in partnership with RCVS
Mind Matters Initiative and would encourage you to consider entering.
The Awards are open to UK practices, branch surgeries or other organisations who
employ vets or vet nurses. They were created to highlight wellbeing in the
veterinary profession and celebrate workplaces where:
• health and happiness are valued
• there are systems and initiatives that motivate
• staff are engaged
• communication is positive
• there is commitment to being a better place to work
Stress management is also a legal H&S requirement and research shows that a
happy, healthy workforce improves productivity and staff retention.
The Vet Wellbeing Award entries are open to practices of all sizes throughout the
UK and entries can be made now via the website www.vetwellbeingawards.org.uk
You can also follow the awards and find out more about wellbeing on Twitter
@vetwellbeing and Facebook /vetwellbeingawards/.
If you have any stories you would like us to post to help spread the word, let us
know by emailing info@vetwellbeingawards.org.uk

Pound Coin Deadline
After Sunday the 15 th October the round design
£1 coins will no longer be considered legal
tender in the UK.
It is therefore vital that we begin banking £1
coins in separate banking bags depending on
design and also that we get the old style coins
banked prior to this date.
Please ensure that this poster, or a similar
poster, is displayed within your practices for
staff and clients to see.
More information and resources with regards to
the £1 coin can be found at:
www.thenewpoundcoin.com

Important New Payroll Update
For all surgeries who have joined the group with an existing PAYE reference this year please note the following:
We contact HMRC at completion to advise of an address change, and ask them to send all correspondence to
Station House. However, HMRC have informed us they have a huge back-log of processing written
correspondence - approximately 6 months - and as a result you will probably still be receiving items to the main
surgery address. If you receive these, please scan a copy to payroll@independentvetcare.co.uk and we will take
care of it. There are often completion-related issues which HMRC need to update their records for, so please do
not be concerned if you receive these notices. We have an excellent contact at HMRC who is able to resolve
these promptly for us.
Donna Chapman
Financial Transaction Controller

Alex Gough’s Book Launch
Our clinical board director, Alex Gough, has
released a new book.
The book is a critical look at alternative
veterinary medicine, aimed at vets, nurses,
breeders and owners.
https://www.amazon.co.uk/
The book, titled “No Way to Treat a Friend:
Lifting the Lid on Complementary and
Alternative Veterinary Medicine (Evidence
Based Science)” is available from here

The Groomers Spotlight
We’re delighted to announce that The Groomers Spotlight have agreed to recommend My Family Vets practices as their vets of
choice.
The Groomers Spotlight has been formed to celebrate fully qualified groomers and the art of professional dog grooming. The aim
of the Groomers Spotlight is to champion and promote Pet Groomers that have worked to achieve the Level 3 City and Guilds
Professional Diploma or an equivalent industry recognised qualification.
If you need to recommend a dog groomer in your local area then check out the Groomers Spotlight! There are currently over 100
groomers listed on the website all over the UK.
Owners using the site can rest assured that the groomers featured are fully competent in all aspects of their pets skin, coat and
styling needs.
For more information visit www.thegroomersspotlight.com.

An Introduction To C-Reactive Protein
C-Reactive Protein (CRP) is an acute-phase protein which is part of the first
response to an inflammatory stimulus. Take the online course
“An Introduction to Canine C-Reactive Protein (CRP)” to learn more.
Please find below the link to a short (15 minute) informative course
introducing C-RP and the benefits of the test being run at patient side.
https://www.idexx.eu/en/education/courses/crp-course-tdb/

MSD Bursary
£4000 Bursary
Awards for
Veterinary Surgeon
Research

VPMA Board of Directors
The VPMA is looking to recruit new Board Members.
To be considered for the position you must:
* Be a full member of the VPMA * * Be actively engaged in a
management role * * Have an ability to perform at a strategic level * *
Have a history of achievement that reflects high standards for
yourselves and for others *
The Board is relatively small and highly focussed, and each of its
members is thereby able to influence the strategy and direction of the
Company. The skills, knowledge and personal characteristics of the
ideal Board Member cover a range of competencies in the areas of
leadership, strategy, communications, decision making, representation,
sector awareness, team working and self-management.
Serving on the Board involves members attending up to 5 weekday meetings a year,
but members also have an important representational and communications role to
play by meeting Association members at national and regional meetings.
More experienced Board Members may be invited to take on an additional role as
chair of a committee or as a member of a working party so there are options for
progression.
If you are interested in being involved at a greater level with the VPMA, you are
asked to write a statement summarising in not more than 300 words why you wish to
be considered, your relevant experience and the contribution you can offer the
VPMA.
Being a Board member offers no remuneration other than personal expenses
In particular we are currently looking for people with any of the
following skills:
Digital Media, Printed Media, Finance, Social Media

Cytopoint Launch