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www.whitecrossvets.co.uk SUMMER 2015 EDITION plus... Volunteering abroad, Opening St. Helens and much, much more Latest update: White Cross Fund Keeping you up-to-date Florida ‘15 Orlando was magic!

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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

In 2015 White Cross Vets will provide more than £30,000 in discounts to pet charities 15

DYEMy 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

White Cross Vets treat all school pets for free30

Big wheels k

OVER

£3,000RAISED

Fund

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