Mill House Veterinary Surgery and Hospital

Mill House Veterinary Surgery and Hospital aims to provide “the best possible care for companion animals in a friendly and supportive environment,” which is underpinned by their commitment to Investors in People.

“The process back in the ‘90s used to be like a paper chase. The new approach is not like that at all and there is very little extra preparation for assessment.” “We use the assessment process to find out what our staff think about our business, what we can do better and what we can improve upon. We find it a really positive experience.”

 

Mill House Veterinary Surgery and Hospital’s Investors in People journey

Formed in 1984 by vets David and Carole Clarke. Mill House Veterinary Surgery and Hospital initially started with just two partners and now employs a team of 32 people, many of whom have more than 15 years service. The practice’s Mill House Veterinary Surgery and Hospital has been actively involved with and committed to the Investors in People standard since 1996 and has maintained recognition ever since.  When asked why the practice is so committed to working with the Investors in People framework, Carole commented: “Investors in People makes us think very carefully about what we do from the management side of the business. It enables me to measure how well I am running my business, how well I treat my people and to benchmark my management style against best practice. It also demonstrates everyone’s commitment to the practice and encourages ownership of our success.”

Whilst David focuses on the clinical side, Carole concentrates on the organisation and management of the practice including training and IT. She gained her Veterinary Practice Management Association (VPMA) Certificate in 1996. Carole also works with several veterinary organisations including the Royal College of Veterinary Surgeons (RCVS) and British Small Animal Veterinary Association (BSAVA) on issues such as veterinary nurse training and practice standards. 

One of the many issues currently facing the veterinary profession is the introduction of the RCVS Practice Standards Scheme. At a time when many practices are focussing on the Practice Standards, Carole clearly recognises the compatibility between these and Investors in People. She said: “The RCVS Practice Standards Scheme is about complying with legislation and being professional in running the clinical side of the practice. Investors in People is about being professional in running and managing the business. The two frameworks are totally complimentary and provide a truly professional approach to both practice and clinical delivery.” Having been recognised as an Investors in People organisation for some 15 years, Carole said: “Organisations currently considering Investors in People should look at the framework because it is mostly just common sense. Compare it with what you already do and then identify what you need to do. It is a tool for filling in the gaps.”

Benefits and successes of Investors in People

In 2010 Mill House Veterinary Surgery and Hospital was the first Veterinary Practice in England to achieve Gold recognition. Whilst being assessed at gold level they took the decision to also apply for assessment against the new and innovative Health and Wellbeing Good Practice Award which they successfully achieved. Commenting on the decision to ‘go for gold’, Carole said: “It was a team decision to go for Investors in People Gold Standard. We wanted to benchmark ourselves against other practices and also with the best businesses outside our industry.”

Support available

If you are inspired by Mill House Veterinary Surgery and Hospital’s Investors in People journey and want your business to get involved, contact one of our Investors in People Specialists who will happily provide a free initial consultation at a time that suits you.

To find out more about Investors in People call 02476 858 408 or email us.

Download the full case study here.

*Mill House Veterinary Surgery and Hospital was successfully supported on their Investors in People journey by The Assessment Network Limited.

Lantra has been awarded a ‘centre license’ to deliver Investors in People in the land-based and environmental sector. As the Sector Skills Council for the land-based and environmental industries, we are able to draw on our extensive knowledge of the sector to offer you support tailored to your needs.