Operations and supply
Paying attention to these details from the start can make a world of difference to your team and business
Ironing out the details of your operation and supplies may not seem as exciting as creating a vision of your practice, but paying attention to these details from the start can make a world of difference to your team and business and avoid the need for costly changes down the line.
Attention to detail can’t be (and never is) added later. It’s an entire development philosophy, methodology, and culture.
Click on any of the sections below to find out more information or use the arrow on the right hand side to move through the pages.
Making buying decisions
Choosing a wholesaler / supply
Buying groups
Practice management systems
Information TechnologyUtilities
Laboratory and diagnostics
Protocols Pharmacy management
Surgical suite
Professional schemes
Sustainability
Everything is negotiable. Whether or not the negotiation is easy is another thing.
Our buying decisions will be motivated by a number of factors including practicalities and less tangible, emotional influences. It’s important to bear in mind that all purchasing decisions are influenced by emotions. No matter how logical and rational we believe a decision to be, our emotions will play a part, whether consciously or unconsciously. Being aware that we are more likely to buy from someone we like, that we may be attracted to products or brands based on our perception of their values, and that our own aspirations or fears may influence our choice, means we can double-check that our decisions will also meet more rational needs.
There is a process that buyers go through when making purchasing decisions:Need recognition – when we realise there is a need that must be satisfied.
Information search – research into the different options available to meet the needs we have identified.
Consideration – weighing up the advantages and disadvantages of the options we have found, including rational and emotional factors.
Conversion or purchase decision – the point at which we make our decision and choose to purchase.
Post-purchase evaluation – once we have made the purchase, we evaluate it and either feel satisfied or dissatisfied with our choice. This will inform our behaviour around giving feedback or reviews, and whether we consider the product or service again in future.
Supplier relationshipIt’s important to work with suppliers you trust and who will support your business well. Do you have a shared ethos and values? As well as support with products/services, can your supplier offer additional benefits, such as training and CPD, business support services or networking contacts and opportunities?
Short-term and longer-term needsWhat will be the longevity of your purchase? Will it suit your needs now and as your business develops?
Product/serviceIs it the right product/service for the needs of your business and clients? Does the solution it offers match the problem you have identified? How does the product compare with others?
PriceDoes the price suit your budget?
PracticalityHow easy is it to purchase from the supplier, whether for a one-off or repeat purchases? Are payment and delivery terms favourable? Does the supplier’s range cover the products your business needs?
Timescale and availability Is the product/service available when you need it, and if a repeat purchase, will the supply be reliable?
RecommendationsIt can be useful to have recommendations from trusted sources, but always keep in mind that your business is unique and your needs may be different.
Many people worry about negotiating as a buyer, but there are some common skills used in negotiation that we can practice to help us to improve the outcomes of our negotiations.
Communication skills are keyMaking a deal involves give and take, with the ultimate aim being to reach a mutually beneficial agreement. Being able to communicate about what we hope to achieve and our boundaries, and being able to listen and understand others’ needs and perspectives, helps us to arrive at an optimal solution.
Emotional intelligence is beneficialThis helps us to read other parties’ feelings and act in a way that uses the emotional situation to our advantage. For example, positive emotions can help create a feeling of trust during a negotiation, or nervousness can be channelled into excitement.
Planning ahead is key to a successful negotiationIf we can decide in advance what it is we need, what our ultimate outcome would be and what our boundaries are, it will be easier to focus on achieving our aims and we are less likely to forget something important.
Reflecting on our negotiations afterwards can help us to recognise what went well, and what we may need to work on for future negotiations. The more practice we get, the better prepared we will be for the future!
Rarely are opportunities presented to you in a perfect way. In a nice little box with a yellow bow on top. ‘Here, open it, it’s perfect. You’ll love it.’ Opportunities – the good ones – are messy, confusing and hard to recognize. They’re risky. They challenge you.
While practices can maintain accounts with multiple wholesalers, the majority pick one main supplier, both for convenience and to benefit from discounts based on annual expenditure. Bear in mind that in more remote areas, you may not be able to choose between multiple wholesalers.
So, what are the main factors to consider when choosing your main wholesaler?
The banded discounts offered by wholesalers are based on annual spend and are usually fairly similar, with minimal room for negotiation; however, this is worth checking.
In addition to verifying the banded discounts offered by wholesalers, you should consider the cost of an average ‘basket’ of products to get an idea of how their prices compare. In some cases, it’s worth maintaining a separate account with another wholesaler for products with a significant price discrepancy (or those that are unavailable from your main wholesaler); however, you should check their delivery charges for small orders.
It’s also worth identifying which products aren’t eligible for any discounts. This often includes Controlled Drugs, human/generic medications, special orders and ‘own label’ products, and can make a significant difference to the overall cost of your orders.
Particularly relevant for new practices, you should determine when accounts must be settled each month. A few days’ difference can make a significant difference to cash flow. You’ll also want to determine whether the wholesaler will give a one-off period of interest-free credit to allow you to stock your pharmacy when you open, with payment due 3 to 6 months later. Also, consider available payment methods; direct debit is usually best as it avoids any risk of late payment and lost discounts.
Find out the deadline for order modifications; for many wholesalers, this will be the evening before, but some local wholesalers may be able to allow additions on the morning of the delivery day.
Check if there is an online ordering discount; if so, you’ll need to ensure your staff are aware that adding to orders by phone or ordering via sales reps may be more expensive.
The timing of deliveries can have a significant impact on your nursing team’s ability to efficiently manage stock. Will the time be set, or variable? Will the practice be able to choose a time? If deliveries are outside practice hours, are the drivers able to keep a set of keys and leave the order safely inside? You’ll also need to know how frequent deliveries will be, especially in more rural areas.
For many medications, refrigeration is important and it’s worth checking whether orders are outsourced to couriers with non-refrigerated vehicles. Finally, check what the system is for flagging short-dated items on delivery, as this can significantly affect your stock wastage.
This is another area that can vary hugely between wholesalers, with some offering returns up to 8 weeks after delivery and others requiring returns within 48 hours. It’s also worth checking which items are non-returnable and how easy the returns system is to navigate.
Picking a wholesaler that’s committed to sustainability can help to minimise your environmental impact. Wholesalers can demonstrate this commitment by using reusable delivery boxes, offering sustainable products, assisting practices with good stock control and offering recycling services.
Take a look at NVS Group's Delivering a Greener Pawprint initiative as an example.
Other factors that can affect your experience of purchasing through your wholesaler include:
Ordering options – how user-friendly is their online system? Are handheld terminals available for use with bar codes? Does the ordering system integrate well with your PMS?
Minimum purchase quantities – particularly relevant for small practices, does the wholesaler split multipacks or are there minimum order quantities for many products?
Reports – does the wholesaler provide easy-to-interpret reports?
Other benefits – you may want to consider other factors, including free sample delivery to labs, free publications and your experiences with their customer service.
There’s a lot more to picking a wholesaler than just looking at prices and discounts. Not sure where to start? Talk to one of our NVS Group Territory Managers - find your local representative.
Next-day delivery
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Over 12,000 products stocked
A one-stop-shop for pharmaceuticals, consumables, instruments, nutraceuticals, pet food and pet retail
Unrivalled customer service
Temperature-controlled storage and distribution
Flexible ordering
A leader is one who knows the way, goes the way, and shows the way.
Buying groups do charge members, either via membership fees or commission, and your choice of products may be limited in some cases; however, they typically offer considerable savings to independent practices. Some buying groups also offer other benefits, like easy-to-use reports and invoices, access to exclusive products and discounts from partner companies, assistance with funding and recruitment, CPD, and in some cases free products for joining. The right group can not only save you money, but save you time by consolidating your purchasing admin.
Many buying groups are linked to corporates, so if this is a concern make sure to check before joining.
If everyone is moving forward together, then success takes care of itself.
From helping your vets run to time in consults and efficiently arranging visits, to stock planning and monitoring practice performance, the PMS influences all aspects of the business and can help make a practice more profitable.
With various practice management systems available, which factors should you consider when choosing one?
Picking a PMS that allows you to reliably automate client communications and reminders can take the weight off your reception team’s shoulders and ensure your appointments are booked efficiently, with routine checks booked in advance. Similarly, automated attachment of lab results and task generation for follow-up calls can help prevent results from slipping through the gaps and free up your staff’s time.
Systems that can reliably connect with insurers, wholesalers and other third parties can save your team a huge amount of time.
The ability to integrate third-party apps like Pets App or Vetstoria can help with the tasks above, assisting with your client communications from appointment and prescription reminders to online appointment booking and even telemedicine. In addition to providing clients with highly prized convenience, you’ll also reduce phone calls and take some of the strain off your team.
Cloud-based systems can offer your employees much greater flexibility. From syncing between branches, to allowing colleagues to work from anywhere they need to be, including a yard or farm. They also allow employees to carry out admin tasks and phone calls at home. Overall, they can allow you to offer more flexible working patterns to your team, improving staff satisfaction and retention.
You may also want to choose a PMS that’s suitable for use via mobile app, providing much greater accessibility for ambulatory roles.
Your PMS can also allow you to monitor which vets are being consistently overworked or underutilised and manage issues before they become a problem.
Being able to spot consistent patterns, like excessive waiting times at certain times of day, or inexperienced vets not gaining experience across a wide range of species or cases, can help with proactive management.
A PMS that offers sophisticated reporting can help to improve staff retention in the long run.
Your PMS will be responsible for storing a wealth of client data, so it’s important to pick one that will help you abide by GDPR. Systems that highlight incorrect email addresses or incomplete phone numbers can also help to ensure your communications run smoothly.
More than almost any other factor, ease of use is critical to your PMS. Spend time exploring your options and make sure you pick one that combines convenient features with user-friendly design and includes ongoing and easily accessible support.
To ensure that you get the most out of your PMS, make sure that training for your team is included as part of the package. Initial training might be done in person or online, but make the most of this time as it can help to establish a good working relationship with your PMS provider and that's going to be beneficial for all of your ongoing support and training needs.When setting up your practice, you’ll need to devote some time to setting up your PMS. This will include setting up your stock lists, automated label suggestions, item pricing and various other admin tasks and don't forget to factor in that training time for your team too.
And finally, you might only just be starting out with your practice, but when choosing your PMS it's worth taking into account any future plans for growing your practice.If you double in size, how will that affect your fees? Will the software be able to scale and adapt as your practice expands or moves in a different direction? Is training easily available for new staff members?
For an intuitive, comprehensive cloud-based PMS, consider VetIT; the experienced team are always happy to provide advice and can help you to define your practice’s specific needs and set up an effective PMS.
Brilliant support and service every step of the way from an expert team
A system configured to perfectly suit your practice needs
Reliable and always accessible with cloud-based technology
A powerful tool to maximise profitability and grow your practice
Integration with your chosen providers and services
Master your strengths, outsource your weaknesses.
Opening your own practice is your opportunity to set up IT systems that help your days run smoothly. You’ve decided on your PMS, but that’s just one small part of the picture. You’ll need computers, printers, label printers, card payment terminals and much more.
Keen to keep things modern? Consider using tablets or iPads for clinical notes, or using an electronic whiteboard to help with practice workflow.
Not sure where there’s space for a computer? Think about wall-mounted workstations.
Interested in offering telemedicine? Make sure your computers have speaker, microphone and webcam capabilities.
Don't forget the internet connection! For all this to work, you’re also going to need a fast, secure and reliable wireless network throughout the practice, and a number of phone outlets near your computer stations.
It’s best to seek out a skilled, local IT consultant to help with this side of the practice – not just when setting up but also for ongoing maintenance and troubleshooting down the line.
They can also advise on backing up your data and cybersecurity, which are important considerations when managing sensitive data. An independent telecoms adviser may also be able to assist with setting up an effective phone system.
Nothing worth having was ever achieved without effort.
If you’re adapting an existing building, you may take over utilities from the previous occupier; for new builds, you’ll need to start from scratch. Either way, it’s important to use a price comparison site to make sure you’re getting the best tariffs.
The main utilities you’ll need to look into include:
Water
Electricity
Gas
Telephone and broadband – these can be slow to get connected, so arrange them sooner rather than later
Trade waste disposal
Professional waste disposal is vital for veterinary practices.Alongside general waste and recycling, you’ll also be producing pharmaceutical waste, sharps and potentially cytotoxic waste. Veterinary practices are responsible for ensuring their hazardous waste is managed by a reliable contractor using an authorised disposal site, and must keep effective records of this. You’ll also need to notify the Environment Agency of your new premises.
Local crematoriumWhile not a ‘utility’, per se, you’ll also need to establish links with a reputable local crematorium. In addition to establishing a working relationship with arrangements for collections, you’ll also need to set up secure cold storage with adequate capacity.
If a thing’s worth doing, it’s worth doing well.
In addition to lab tests like biochemistry, haematology and microbiology, you’ll also need to consider other diagnostics like ultrasonography, radiography or even endoscopy and CT.
Most veterinary practices offer at least some in-house laboratory services. You’ll need to allocate a convenient space for this and ensure you have room for the requisite machines and supplies. Things you’re likely to need include:
A biochemistry machine
A haematology machine
A centrifuge
A high-quality microscope
Stains, usually including Diff-Quik
You’ll also need to order a thorough assortment of general laboratory supplies, including slides, blood tubes (compatible with your machines), reagents, capillary tubes, distilled water (or a machine to produce it), urinalysis supplies and more. You may also want to stock point-of-care SNAP tests or an EPOC machine to assist with urgent cases.
In addition to purchasing these items, you’ll need to ensure your staff are trained in their use and that they’re regularly serviced and calibrated. Suppliers of lab machines typically offer quality control samples and assurance schemes for this purpose.
While in-house diagnostics are incredibly valuable, they can’t rival the range of tests available from external providers. When choosing a provider for external lab services, there are a number of considerations that you should take into account before making your decision:
Comprehensive servicesSearch for a laboratory that offers a comprehensive suite of tests, including routine analyses and specialised diagnostics and ensure that it aligns with your requirements. An expansive service offering will save you time and effort, as you won’t need to engage multiple laboratories for different testing needs.Location, turnaround time and convenienceConsider the proximity of the laboratory to your practice, or how easy it is to transport samples to the laboratory, as quick and efficient logistics are vital for maintaining sample integrity. A laboratory with a reputation for timely reporting can ensure that you receive crucial diagnostic information promptly, allowing you to provide the best care possible to your patients. A laboratory that offers an online portal for tracking samples will make the process more straightforward and convenient to manage.Accreditations and quality standardsLook for a laboratory with relevant accreditations from reputable bodies, such as United Kingdom Accreditation Service (UKAS) or ISO 17025. This ensures adherence to strict guidelines, quality assurance measures, and proficiency testing, guaranteeing the accuracy and reliability of results.
A personal serviceA good laboratory will have a readily available, highly trained and of course friendly customer service team that can advise you on the availability of the laboratory to process your required testing and give you an accurate estimate of the timeframe for completion. What's more, if you're working on a complex case, the ability to pick up the phone and speak directly to a pathologist to discuss the case can be invaluable.
Cost and ValueStriking a balance between cost and quality is crucial. Look for transparent pricing models and inquire about any additional charges that may arise during the testing process. Consider the overall value the laboratory provides, including accuracy, reliability, and customer support.Expertise and RecommendationsReview the expertise and qualifications of laboratory personnel and the laboratory's commitment to ongoing education and professional development. Additionally, seek recommendations from colleagues, peers, or online reviews to understand the laboratory’s performance and customer satisfaction.
Once you’ve identified a lab provider, you can contact your local area manager to talk things through in more detail and help you set up the logistics of sample collection and processing.
In this blog post ‘What to Look for When Choosing an External Laboratory’ by the NationWide Laboratories team
A UK based UKAS Accredited Diagnostic Testing Laboratory with sites across the country, offering a wide portfolio of veterinary tests for companion, exotic and farm animals.
Ultrasonography is a hugely useful diagnostic tool in veterinary practices. Ultrasound machines can vary hugely in price, and it can be hard to choose. You’ll need to consider a range of factors, including budget, image quality, portability, available probes, user-friendliness, technical support, training, maintenance requirements and any warranty.
If you’re not keen on ultrasonography, it may not be worth splashing out on a top-of-the-range model; however, if you want your team to develop their skills or to offer services like echocardiography, it’s worth choosing a high-quality machine. Skimping on this purchase now could leave you with much higher costs if you subsequently need to upgrade.
For in-practice radiography, you’ll need to allocate a secure area and ensure it meets the appropriate health and safety standards and set-up inspection. Conventional radiography is rarely used now, so you’ll want to choose between either computed radiography (CR) or direct digital radiography (DR).
CR systems require X-ray plates to be placed in a separate reader, whereas more expensive DR systems transfer the image directly from the plate to the computer. You’ll need to consider the pros and cons along with your budget to determine which option is best for you.
If you’re planning to carry out dental work on small animals, you’ll also want to invest in a specific dental X-ray machine and set-up. Again, you’ll need to choose between CR and DR depending on your priorities.
For farm and ambulatory equine practices, you’ll need to look into a durable, easy-to-use portable system complete with appropriate health and safety equipment for your staff. Digital radiography using a portable computer with a high-quality screen makes it easy to take and assess images in the field.
To provide the widest possible range of diagnostics to your clients, you may also want to consider an endoscope or CT scanner.
These may be used less frequently than your other diagnostics but can help you to manage more complex cases in-house. You’ll need to seek out detailed advice on setting up a CT scanner, and for both endoscopy and CT will need to factor in additional staff training.
If you’re keen to offer a wide range of diagnostics like advanced ultrasonography, echocardiography and endoscopy, you’ll need to recruit skilled individuals with the necessary expertise or invest in CPD for your staff. Alternatively, consider working alongside a peripatetic specialist to offer these services. For CT scans and radiographs, you can also establish links with a teleradiology service like VetCT to provide detailed reports.
It’s okay to admit what you don’t know. It’s okay to ask for help. And it’s more than okay to listen to the people you lead – in fact, it’s essential.
A protocol can be defined as a written plan specifying procedures to be followed in defined situations; in practice, they’re often referred to as Standard Operating Procedures.
Standardising processes by developing protocols can help practices to:
Increase efficiency and save time
Maintain high clinical standards
Reduce errors
Change their processes in response to issues
Avoid variable service and confusion for both owners and staff
When starting a new practice, identifying areas that could benefit from a protocol and developing these can be a daunting prospect. However, it doesn’t need to be. We’ve summarised a few of the main protocols to consider in your practice below.
New client registrationEnsuring new clients receive a standardised experience when joining the practice helps to maintain high standards of customer service and avoids confusion. This can cover everything from obtaining client details and past history to discussing pet health plans or initial check-ups.
Appointment bookingsIt’s vital to ensure your reception team are all on the same page when speaking to owners and booking appointments, or you’ll be left with dissatisfied clients and an unhappy team. Booking protocols should cover things like when to use ‘book-on-day’ appointments, how long certain types of appointments should be (e.g. longer for new clients or euthanasia) and triaging unwell patients.Miscellaneous admin tasksIt’s worth developing protocols for a range of administrative tasks to ensure they’re carried out efficiently and nothing is missed. This may include stock auditing, cleaning and collecting payments.
ComplaintsManaging client complaints effectively is vital to minimise frustration, maintain your practice’s reputation and retain clients. You should put a protocol into place that all staff are aware of detailing how to escalate complaints appropriately and what advice can be given to owners regarding further communications, timescales and likely outcomes. Alongside this, it’s worth providing training to staff on managing frustrated clients to minimise complaints.
ConsultationsCreating a standardised protocol for consultations can help to keep your vets and nurses on the same page and avoid clients developing a preference for ‘that vet who always spends longer with you’ or doesn’t charge for a nail trim. Your protocol might include staff introducing themselves by name, offering treats and charging (or not) for extras like nail trims or anal gland expression.
Staff don’t have to adhere perfectly to these protocols, but offering guidance on what a typical consultation should look like can be especially helpful for new or less experienced staff.
PrescriptionsPrescription protocols should cover ordering procedures (online, by phone or in person), turnaround times, staff members responsible for dispensing and a procedure for prescriptions to be checked by another member of staff. You’ll also need to decide what length of prescription you’re happy to offer for different types of medication, the frequency of required checkups and your protocol for managing written prescriptions.
AnaesthesiaMany veterinary practices now effectively implement a range of protocols for anaesthesia. Involving your team when deciding your protocols is especially important in this area to ensure the team are happy to use the protocols as intended.
Protocols can cover areas including choice (and dose) of premedication for standard patients, anaesthetic machine checks, pre-anaesthetic checks, induction procedures, patient preparation techniques, monitoring of anaesthesia, recovery of patients and post-operative owner advice.
Patient emergenciesProtocols for emergency procedures can play a significant role in improving patient outcomes. The RECOVER Guidelines are widely recognised as the highest quality guidance for veterinary CPR, and these should be available at pertinent points throughout the practice, along with emergency drugs and other supplies.
You should also ensure staff are familiar with your CPR protocols; consider running practice drills at intervals to help with this.
Hospitalisation and critical careCare of inpatients should ideally be standardised across vets. This can include protocols for the use of antibiotics, IV fluid therapy, catheter management, client communications, billing and more. Consider discussing where protocols would be relevant and defining these with your team.
Specific conditionsWhile vets typically enjoy having the clinical freedom to make their own investigation and treatment decisions, maintaining an up-to-date practice protocols book with guidance on testing and treatment for various conditions can be helpful. Examples include the management of dystocia, haemorrhagic diarrhoea or dyspnoea.
For health and safety reasons, your practice should have a clear protocol displayed around the practice detailing the response to a fire or similar emergency. This should include protocols for ongoing surgeries and safely evacuating kennels where possible.
Where possible, you should try to get your new team involved in defining your practice protocols. This will ensure all staff members are aware of the protocols and are happy to implement them. Feedback on protocols should be welcomed at your regular staff meetings and improvements made where possible.
Success is the sum of small efforts, repeated day-in and day-out.
Pharmacy management includes dispensing protocols, secure and appropriate drug storage, record keeping and management of controlled drugs. Once the pharmacy is set up, you may well want to delegate some of these roles. For now, we’ll summarise the important factors to consider when setting up your pharmacy.
The pharmacy, or dispensary, is typically one of the most thoroughly used parts of the practice. You’ll need to allocate an easily accessible area that’s large enough to store all the necessary medications, including space for a refrigerator and a secure Controlled Drugs safe (unless these are stored elsewhere, e.g. in a safe in your prep room). Prescription veterinary medicines must be stored out of clear sight of pet owners. You may also wish to factor in space for prescriptions to be dispensed, including a computer and label printer.
Temperature control is an important consideration for pharmacies. While most medications don’t require refrigeration, very high temperatures (or other factors like direct sun or high humidity) could cause significant stock wastage. Consider the position and insulation of your pharmacy, as well as air-con for use in extreme weather conditions.
For ambulatory practices, it’s important to consider temperature control and monitoring if medications are left in vehicles.
As a veterinary practice, your premises must be registered with the RCVS and inspected by either the RCVS or the VMD in order to provide veterinary medicines.
POM-V (or POM) products must be prescribed by a veterinary surgeon; however, POM-VPS and NFA-VPS products may also be prescribed by a pharmacist or Suitably Qualified Person (SQP). It’s important to note that veterinary nurses are not automatically SQPs unless they are registered as such. Other products on the AVM-GSL list may be sold by unqualified individuals, so can be sold by reception staff, for example.
New RCVS guidance is likely to mean prescribing practices for products like flea and worm treatments will be more closely scrutinised, so establishing good protocols for these will save you time, money and dissatisfied clients.
If a product has been prescribed by a qualified individual, it can then be dispensed by an unqualified member of the team, provided they’re working under the direction of the qualified individual. This means care assistants and receptionists, for example, can assist with dispensing. However, it’s usually best to operate a Standard Operating Procedure (SOP) whereby all dispensed products are checked by a qualified individual.
Most veterinary practices work with at least one major wholesaler, ordering additional products from other sources as needed, including compounded medications, for example. NVS is the UK’s leading veterinary wholesaler and provides a comprehensive range of products at competitive prices, with a strong logistics network across the UK.
Detailed guidance on the storage, record-keeping and prescribing requirements for the use of Controlled Drugs is published on the RCVS website in collaboration with the Veterinary Medicines Directorate (VMD). This Controlled Drugs Guidance should inform your practice protocols. It includes requirements for the maintenance of a detailed Controlled Drugs register, audited weekly, and strict requirements for a high quality, secure safe to be used for storage.
For ambulatory practices, it’s especially important you have clear protocols in place for record keeping and storage of controlled medications in vehicles.
It’s essential to keep thorough, detailed records of prescription products ordered into, disposed of and prescribed from your pharmacy. Records of dispensed products must be kept for five years and should be available for inspection if requested. For full details, you should consult the Veterinary Medicines Regulations 2013.
You’ll need to establish a stock control protocol to be carried out at intervals, discarding expired or damaged stock. A thorough audit should be conducted yearly, but it’s recommended to check your stock more frequently than this. All opened medicines should be labelled with a broach date to enable reliable stock control.
Practices must also have a protocol in place for the disposal of controlled drugs using a Controlled Drug Destruction Kit; this will require witnessing by an authorised individual.
Finally, it’s essential you keep up-to-date and compliant with all legislation, including updates to the RCVS Code of Practice. This includes ensuring your pharmacy is compliant with health and safety legislation, and ensuring the handling of drugs is included in any health and safety risk assessments.
CPD on management of the veterinary pharmacy is available from Vetpol.co.uk
Quality means doing it right when no one is looking.
First, you’ll need to identify where to locate your surgical suite. Ideally, your theatre should be on the ground floor, near your prep room but without through traffic. Other factors that may influence your decision include:
Gas flowEase of piping gases into the theatre, and installing active scavenging to remove waste.
Ease of ventilationIdeally, positive pressure ventilation should be used to minimise microbial contamination.
Power supplyMultiple sockets will be required and should be at waist height.
Proximity to other areasIt’s important to have other members of staff nearby in case of emergency. A window between the operating theatre and the prep room can help with communication. Keeping your X-ray machine and ultrasound nearby may also be helpful to minimise patient movement.
SpaceIdeally, the only furniture should be a table and anaesthetic machine. However, you’ll need space to move around freely without breaking sterility, and it’s important to have sufficient storage space nearby for all your supplies.
Temperatureconsider insulation and double glazing of windows and they should be sealed to minimise temperature fluctuations.
PrivacyAny windows must be opaque, and your theatre should be away from client-facing areas.
AccessWhile a dead-end area is ideal for hygiene, it’s important that your theatre is easily accessible from prep, kennels and ideally at least one exit in case of emergency.
WorkflowDepending on your practice size, you may need multiple theatres to enable simultaneous surgeries. For smaller practices, it’s often most efficient to have one true theatre and a second operating room for less sterile procedures that is also used for a secondary purpose like ultrasonography. Depending on your practice, you may also want to have a separate ‘dirty ops’ area for dental procedures and other non-sterile operations, which should be separate from your main theatre.
In a larger practice, you may want to consider having a dedicated area for changing, scrubbing and gowning, but even in a small practice, you’ll need to ensure there’s a clean space for this.
For large animal operating theatres, you’ll need to consider proximity to well-padded, secure recovery areas and a hoist system.
In addition, it’s also vital to ensure your theatre environment is hygienic, easy to maintain and promotes good surgical practices. Designating a different colour for the flooring and other equipment used in the theatre and requiring staff who enter the theatre to abide by rules including surgical shoes (or covers), clean scrubs and scrub caps can improve hygiene.
Flooring should be non-slip, impermeable and easy to clean; polyvinyl chloride is a common choice, fitted to extend slightly up the walls for ease of cleaning. Ideally, the walls should be plastic coated, white and wipe clean; an alternative is antibacterial paint. Doors should be kept closed, and a push door is usually best to assist with maintaining sterility.
Lighting should ideally consist of ceiling lights, including a high-powered surgical light. A good surgical light should be at least 40,000 lux, with a colour temperature similar to daylight (5800 Kelvin). Some lights may also offer a filter to reduce heat output. It’s a good idea to ensure you have backup lighting if your main surgical light fails.
Furniture should be minimal for hygiene reasons, but should include a suitable table, anaesthetic machine and monitoring equipment as needed, drip stand, instrument tray and kick bucket. You may also want to have one or two stools in the theatre for long procedures.
Where possible furniture should be stainless steel and easily cleanable. Investing in high-quality, well-built surgical equipment can save you money in the long run, so consider your options carefully.
Tables should be height adjustable and suitably sized, and you’ll need to purchase appropriate, wipe-clean padding for patients. If you plan to offer laparoscopic surgery, you’ll need a suitable table that can tilt.
Ideally, just outside the operating theatre, you’ll also need to either build in or purchase sufficient storage units for your surgical equipment and supplies.
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Trust is a currency; you can't afford not to invest in it.
Depending on your practice type and goals, there are different levels of accreditation you may wish to apply for. These include the Core Standards, General Practice, Ambulatory General Practice (equine), Emergency Services Clinic and Veterinary Hospital. Farm and equine practices are also eligible for some categories. All practices, including Veterinary Hospitals, may use an Emergency Services Clinic to provide their out-of-hours care.
As part of the PSS practices are regularly inspected by either a veterinary surgeon or registered veterinary nurse on behalf of the RCVS, replacing the inspections otherwise carried out by the VMD. Applying is straightforward via an online system and requires an application fee. Initial inspections are typically carried out three months after your application. Once any issues are resolved, your practice then becomes RCVS-accredited.
If your practice is accredited, you can also apply for awards in areas like client service, diagnostics and environmental sustainability. Practices can achieve a ‘good’ or ‘outstanding’ award in each area, further helping to build trust with clients and helping you to develop your team’s protocols and skills.
RCVS accreditation can simultaneously inspire confidence in your practice and also help you to identify areas for improvement, ensuring that you’re providing high-quality care. Accredited practices can use a range of promotional materials both in practice and online, including a plaque to display their status and digital resources and posters to educate owners on the PSS.
The VetGDP is the compulsory professional development scheme run by the RCVS for new veterinary graduates and vets returning to the register after more than five years, replacing the previous Professional Development Phase.
In order to employ recently graduated vets who have not yet completed their VetGDP, practices must have at least one trained VetGDP Adviser available to act as a mentor.
VetGDP Advisers must have been on the UK-practising register for at least three years. Advisers must complete the online training and sign a declaration. The appointed senior veterinary surgeon for the practice will also need to sign a declaration in order for the practice to become an RCVS Approved Graduate Development Practice.
In order to support vets on the VetGDP, employers must be willing to set aside protected time each week for advisors to support their graduate; this should be at least one hour a week on average. This time should be used for regular meetings to discuss their progress and VetGDP portfolio, but may also be used to provide other forms of support, like Advisers assisting their graduate with surgery.
The VetGDP typically takes around one year to complete, but this will vary depending on the individual and the support required. Graduates will need to compile a portfolio of case reflections to indicate competence across a range of Entrustable Professional Activities, which should be selected with their Adviser at the start of the scheme. This helps to ensure that graduates are confident across the range of skills required in their role before their portfolio is signed off by the RCVS.
If you think you may wish to hire a new or recent graduate in your practice, it’s vital that you register as an approved practice and that at least one vet undertakes the VetGDP Adviser training.
The natural environment sustains the life of all beings universally.
While some aspects of sustainability are inherently challenging in practice, there are practical steps that can be taken. We’re all familiar with phrases like ‘Reduce, Reuse, Recycle’, but how does this apply in practice?
Here's a few practical suggestions for improving sustainability in your practice:
Set up effective technology to reduce reliance on paperwork.
Use recycled materials where possible: ie recycled prescription packaging.
Reduce reliance on single-use items where possible, such as surgical gowns and tube ties.
Buy high-quality equipment that’s designed to last.
Avoid drug waste through good stocking principles.
Recycle your waste. It’s easy for recyclable materials to end up in general waste, so consider waste audits and encourage staff to separate out recyclable materials.
Dispose of drugs correctly to avoid ecotoxicity.
Consider water-saving measures where possible.
When planning your practice, consider different weather conditions. Insulation and other measures can significantly reduce reliance on heating and air-con.
Switch appliances off where possible and consider automatic timers for some lights.
Support sustainable travel - encourage walking, cycling or public transport use by staff and clients.
Practice responsible antimicrobial and parasiticide use.
Choose sustainable partnersSource from trustworthy suppliers: NVS Group is committed to sustainability across all our operations. Click on the image below to find out more about our sustainability initiative.
Sustainability champion or groupIt’s worth nominating someone in your practice to audit your sustainability efforts and suggest improvements – this can really help to keep you on the right track. At every stage, from planning your practice’s design to day-to-day work in practice, thinking of sustainability can not only help to save the planet, but in many cases money too.
Vet Sustain offers valuable resources, education and support to veterinary practices and professionals, wherever you are on your sustainability journey. Read the Vet Sustain Profile in our NVS Group The Cube magazine to find out more about the sustainability resources Vet Sustain provide.
