CX CONGRESS 2020

A qualified Registered Veterinary Nurse, passionate about delivering an excellent experience for clients. After qualifying in 2002, Verity chose to gain experience across a wide range of practices (small animal, equine, first opinion and referral) by working as a locum RVN.

Following a period of travelling through Australia, New Zealand and SE Asia, in 2004 she joined Novartis, gaining valuable commercial experience in key account sales, project and people management, and brand marketing (as Brand Manager for Milbemax).

Fulfilling a long-held ambition to own a veterinary practice, in 2012 Verity bought Sandhole Veterinary Centre in Kent with her vet husband. The practice was re-positioned to focus on exceeding client expectations, through its guiding principles of Time, Respect, Experience and Care – the Sandhole Difference. After seven years of delivering consistently strong year-on-year growth, the time was right to secure Sandhole’s future with a continued focus on its core values, whilst at the same time enabling Verity to explore new challenges in the field of customer experience. In May 2020 the practice was sold to the Linnaeus group and Verity was able to follow new professional opportunities and personal direction.

A qualified Registered Veterinary Nurse, passionate about delivering an excellent experience for clients. After qualifying in 2002, Verity chose to gain experience across a wide range of practices (small animal, equine, first opinion and referral) by working as a locum RVN.

Following a period of travelling through Australia, New Zealand and SE Asia, in 2004 she joined Novartis, gaining valuable commercial experience in key account sales, project and people management, and brand marketing (as Brand Manager for Milbemax).

Fulfilling a long-held ambition to own a veterinary practice, in 2012 Verity bought Sandhole Veterinary Centre in Kent with her vet husband. The practice was re-positioned to focus on exceeding client expectations, through its guiding principles of Time, Respect, Experience and Care – the Sandhole Difference. After seven years of delivering consistently strong year-on-year growth, the time was right to secure Sandhole’s future with a continued focus on its core values, whilst at the same time enabling Verity to explore new challenges in the field of customer experience. In May 2020 the practice was sold to the Linnaeus group and Verity was able to follow new professional opportunities and personal direction.

After graduating from the University of Liverpool, Rosie has worked as a veterinary surgeon in a variety of clinical practice and research settings. She is the manager of Vetlife Helpline, the free and confidential support service for all people working in the veterinary professions, and a member of the RCVS Mind Matters Task Force. Her MSc and PhD at The University of Edinburgh looked at mental health, wellbeing and identity in veterinary students and veterinary surgeons and she lectures, trains, advises on policy, and writes about veterinary mental health in the UK and internationally. She has volunteered for the Samaritans for fifteen years and is a volunteer vet at All4Paws charity vet clinic. In her spare time she enjoys trail running. Rosie was awarded the 2020 RCVS Impact Award.

A qualified Registered Veterinary Nurse, passionate about delivering an excellent experience for clients. After qualifying in 2002, Verity chose to gain experience across a wide range of practices (small animal, equine, first opinion and referral) by working as a locum RVN.

Following a period of travelling through Australia, New Zealand and SE Asia, in 2004 she joined Novartis, gaining valuable commercial experience in key account sales, project and people management, and brand marketing (as Brand Manager for Milbemax).

Fulfilling a long-held ambition to own a veterinary practice, in 2012 Verity bought Sandhole Veterinary Centre in Kent with her vet husband. The practice was re-positioned to focus on exceeding client expectations, through its guiding principles of Time, Respect, Experience and Care – the Sandhole Difference. After seven years of delivering consistently strong year-on-year growth, the time was right to secure Sandhole’s future with a continued focus on its core values, whilst at the same time enabling Verity to explore new challenges in the field of customer experience. In May 2020 the practice was sold to the Linnaeus group and Verity was able to follow new professional opportunities and personal direction.

Kate wanted to be two things when she grew up, a veterinarian, and a girl. Little boys could grow up to be veterinarians but the only boys she knew who grew up to be girls were show girls. She couldn’t sing or dance so she became a veterinarian. Lucky enough to fall in love with an angel at university she married, had children, career all the usual things people are supposed to want. Except that she felt like a fraud because the one thing she really wanted hadn’t gone away, it was just buried. In 2011 Kate told her wife she wasn’t a “normal” guy, in 2015 she started HRT and socially transitioned. Kate now advocates for the rights of trans and gender diverse people and leads Australian Rainbow Veterinarians and Allies, a support and advocacy organisation for LGBTIQA+ people in the veterinary industry.

After graduating from the University of Liverpool, Rosie has worked as a veterinary surgeon in a variety of clinical practice and research settings. She is the manager of Vetlife Helpline, the free and confidential support service for all people working in the veterinary professions, and a member of the RCVS Mind Matters Task Force. Her MSc and PhD at The University of Edinburgh looked at mental health, wellbeing and identity in veterinary students and veterinary surgeons and she lectures, trains, advises on policy, and writes about veterinary mental health in the UK and internationally. She has volunteered for the Samaritans for fifteen years and is a volunteer vet at All4Paws charity vet clinic. In her spare time she enjoys trail running. Rosie was awarded the 2020 RCVS Impact Award.

Elly qualified in 2002 and has worked in a variety of small animal settings.  After completing a surgery certificate in 2019, Elly commenced a research degree at the University of Lincoln, supported and funded by the VDS. She is researching the role communication plays in complaints and errors in practice and is particularly interested in team communication and how organisations can support effective and safe communication. Alongside her research Elly contributes to VDS’s communication training courses and still does some clinical work.

Carla qualified in 2001 as a veterinary nurse then worked in general practice for 5 years. She then progressed onto emergency and critical care full time on night shifts for 9 years at a referral vet hospital.

In 2015 she founded the DVN District Veterinary Nurse role and DVN Development Group. In 2018 she campaigned on  raising standards of veterinary nursing care, home-based nursing clinics, client concordance and embracing the human-animal bond within the veterinary profession.

She is a campaigner for One Welfare-One Health, so that veterinary practice and care becomes inclusive to all members of society, making veterinary practice compliant with the Equality Act 2010.

Carla is an active volunteer for StreetVet, advocate of the Deaf community. She is a Dementia Friend Champion and a supporter of ‘Say Aphasia’.

After graduating from the University of Liverpool, Rosie has worked as a veterinary surgeon in a variety of clinical practice and research settings. She is the manager of Vetlife Helpline, the free and confidential support service for all people working in the veterinary professions, and a member of the RCVS Mind Matters Task Force. Her MSc and PhD at The University of Edinburgh looked at mental health, wellbeing and identity in veterinary students and veterinary surgeons and she lectures, trains, advises on policy, and writes about veterinary mental health in the UK and internationally. She has volunteered for the Samaritans for fifteen years and is a volunteer vet at All4Paws charity vet clinic. In her spare time she enjoys trail running. Rosie was awarded the 2020 RCVS Impact Award.

Elly qualified in 2002 and has worked in a variety of small animal settings.  After completing a surgery certificate in 2019, Elly commenced a research degree at the University of Lincoln, supported and funded by the VDS. She is researching the role communication plays in complaints and errors in practice and is particularly interested in team communication and how organisations can support effective and safe communication. Alongside her research Elly contributes to VDS’s communication training courses and still does some clinical work.

Dr Brooke Schampers graduated from James Cook University in 2017. Discovering a love of emergency and critical care early on in studies, she accepted an internship at the Animal Emergency Service in Brisbane. Brooke has been working at AES for almost three years, but has already accomplished a staggering amount in her short career. While excelling at work, she has also written two E Books regarding treatment of typical emergency cases and guest speaking at universities around the world. It is obvious her passion for teaching and saving lives.

Dr Clive Elwood is a Fellow of the Royal College of Veterinary Surgeons. He practised as a specialist in private practice for 20 years and, from 2010-2019, was Managing Director of Davies Veterinary Specialists where he developed his interest in, and experience of professional leadership. He grew and lead a practice that is renowned for the highest clinical standards and exceptional relations with clients and referring colleagues.

Clive is a Trustee of the assistance dog charity, Canine Partners.

Clive now concentrates his time on executive coaching and leadership development.

www.trelliscoaching.co.uk

clive@trelliscoaching.co.uk

Kate wanted to be two things when she grew up, a veterinarian, and a girl. Little boys could grow up to be veterinarians but the only boys she knew who grew up to be girls were show girls. She couldn’t sing or dance so she became a veterinarian. Lucky enough to fall in love with an angel at university she married, had children, career all the usual things people are supposed to want. Except that she felt like a fraud because the one thing she really wanted hadn’t gone away, it was just buried. In 2011 Kate told her wife she wasn’t a “normal” guy, in 2015 she started HRT and socially transitioned. Kate now advocates for the rights of trans and gender diverse people and leads Australian Rainbow Veterinarians and Allies, a support and advocacy organisation for LGBTIQA+ people in the veterinary industry.

After graduating from the University of Liverpool, Rosie has worked as a veterinary surgeon in a variety of clinical practice and research settings. She is the manager of Vetlife Helpline, the free and confidential support service for all people working in the veterinary professions, and a member of the RCVS Mind Matters Task Force. Her MSc and PhD at The University of Edinburgh looked at mental health, wellbeing and identity in veterinary students and veterinary surgeons and she lectures, trains, advises on policy, and writes about veterinary mental health in the UK and internationally. She has volunteered for the Samaritans for fifteen years and is a volunteer vet at All4Paws charity vet clinic. In her spare time she enjoys trail running. Rosie was awarded the 2020 RCVS Impact Award.