FIVP Practice Matters

A vital part of the team, the responsibilities of the veterinary receptionist have changed significantly over time. In many practices, they are the glue holding the team together. They are the welcoming voice on the phone, the calm mind behind a hectic schedule, the reliable support with everyday admin – and so much more...

Indispensable? Well, from experience, you certainly know when they are on holiday or absent!

With Veterinary Receptionist Appreciation Day (1 October) on the horizon, we chat with BVRA Business Executive DANNI POOLE and BVRA Council member RACHAEL PARKIN about the changing role of the veterinary receptionist.

How do you celebrate the veterinary receptionists in your team?

As ever, we would love to hear from your practice. Send a voice note or message via WhatsApp to 07709 83 68 65

What’s the connection between the man who invented the smartphone-controlled pedestrian crossing, guide dogs and making vet (and other venues) visits more accessible for disabled people?  The answer is Gavin Neate who joins us on this episode of Practice Matters and chats about his passion for seeing everyone as equal through an equitable lensand putting in place the methods that make this possible.

As always, we would love to hear from your practice. Send us a voice note or message, via WhatsApp to 07709 83 68 65

Our guest on this episode of Practice Matters is Dr Sanjay Mangabhai, a vet for 35 years and owner of Warm Embrace – one of our valued FIVP member practices which specialises in end-of-life pet care and euthanasia in the home.

Sanjay explains why he chose to focus on end-of-life care, the support and training his team requires, and the considerations he makes for a pet owner preparing to say a final goodbye to their beloved pet. He explores the decisions that clients may face during this difficult time and discusses how practices can make pet euthanasia a more respectful experience for pets and their owners.

For more information about CAETA visit https://caetainternational.com

As ever, we would love to hear about what's going on in your practice. Send a voice note or message via WhatsApp to 07709 83 68 65

One of the many reasons for these FIVP Practice Matters podcasts is to shine a light on member practices. On this edition we catch up again with GARY KELLY from Warren House in the Midlands and hear about their new referral service - Vetemis - which offers a range of laparoscopic services which independent first-opinion clinics can access.

As ever, we would love to hear about what's going on in your practice. Send a voice note or message via WhatsApp to 07709 83 68 65

Inevitably, no matter how things may run in general practice, from time-to-time there will be issues around price, service or treatment etc., and can, with a little in-house mediation, be resolved most of the time. But...if there's an impasse, what happens next?

JENNIE JONES, Head of the VCMS, joins Ian Wolstenholme for an overview of their services and how their independent impartial advice can help smooth troubled waters.

As ever, we would love to hear from your practice. Do send us a Voice Message via WhatsApp to 07709 83 68 65

In this edition we mark that which, by her own admission, is the pinnacle of FIVP Chair RITA DINGWALL'S long and distinguished career in veterinary practice management.

Rita was presented with Honorary Associateship of the Royal College of Veterinary Surgeons at the RCVS College Day in Westminster on 4th July 2025 and Practice Matters was there to talk with Rita about how the role of a practice manager has developed since she started as a practice secretary more than three decades ago!

We hear from some of Rita's friends and colleagues, all of whom send heartfelt and sincere congratulations on this very special recognition by the College.

A ever, we would love to hear your stories from practice life. Why not send us a Voice Note, via WhatsApp to 07709 83 68 65.

Please note this episode contains discussions of abuse and animal abuse.

Abuse in any form is something we don’t often like to think of, let alone talk about, especially in a professional capacity and for members of a caring profession like veterinary, even just acknowledging that an animal’s injury may be deliberate can be incredibly challenging.  Sadly, there is robust evidence that animals can also be abused in households where people are being abused.

On this episode of ‘Practice Matters’ we are joined by VICKI BETTON, Vice Chair and Trustee and also Director of Global Impact at iCatCare, who explains more about the work of the charity.

For more information please visit:

Links_Group_Brochure_7_2024.pdf

As always, we would love to hear from your practice. Why not let us know about your latest projects or experiences by sending a voice note via WhatsApp to 07709 83 68 65

In this episode we meet HELEN SPIEGL from Helen Spiegl Photography who talks about the important considerations when it comes to practice imagery.

As a former veterinary nurse and having worked in veterinary sales, Helen is well placed to know what makes pets and owners tick and has won several prestigious awards for her photographs of 'all creatures great and small'.

Is your practice website sending the right impressions to clients and visitors? When is a selfie simply unacceptable?

Some fascinating insights into a works behind the lens.

As ever, we would love to hear from your practice about this, or any other topic where 'practice matters'. Send us a Voice Note on WhatsApp to 07709 83 68 65

In this episode of the podcast in which Ian Wolstenholme talks with FIGEN MURRAY OBE. Figen lost her son Martyn Hett in the 2017 bombing atrocity at the Ariana Grande concert at Manchester. Since the tragedy Figen has been a prolific campaigner for events venues and businesses of all sizes to be aware of potential threats to life and how to act in those unexpected situations. She has contributed to hundreds of TV, radio and podcasts over the past 7 years and her personal journey (and that of Martyn's) recounted in many articles.

Why is this one different?

Put simply, when an invitation arrives to attend a free counter-terrorism training event in Manchester, it seems quite sensible to share the information with our veterinary colleagues. But - couple that with the (unexpected) story of a British Blue shorthair cat and the human-animal bond and we hope, that which potentially could be a very 'dry' practice and team security message, will make listeners really sit up and take notice.

The FREE online training which is referred to in this edition can be found here:

https://www.protectuk.police.uk/

https://www.protectuk.police.uk/martyns-law/good-security-practice

As ever, we would love to hear from your practice on this, or any other subject.  Send a voice note or message to 07709 83 68 65.

Our guest on Practice Matters is ASHA CLEARWATER - a content coach, publisher and journalist - but perhaps known within the realms of the annual National Pet Month (NPM) as the friendly host behind the many 'NPM Live' online events.

As the 2025 ends (although as you'll hear, the initiative, in truth, runs year-round) we catch up with Asha to learn about what makes the veterinary sector's longest-running campaign of its type, successful.

As ever, we'd love to hear from your practice! Send us a Voice Note via WhatsApp to 07709 83 68 65