Management Support

Nazrene Moosa BVSc, VetMFHom, MRCVS - Veterinary Surgeon at Pet Doctors, Knaphill

"I started in small animal practice in South Africa and for the past 10 years have worked in various practices in the UK. I have worked in privately owned practices as well as other corporate practices, a rescue centre and for a short spell in management.  I joined the Pet Doctors group in September of 2007 and am based at a two vet practice in Knaphill, near Woking.

Since starting at Knaphill 'change' seems to have been the order of the day. This has included increasing the nursing levels, having more consistent nurse clinics and ‘training our clients’ to enable us to offer a high level of service.

Although the transition hasn't always been easy, from the outset I have felt supported and encouraged by my manager in my efforts. She has been approachable and helpful and always available to offer help and advice when necessary. I feel that I can rely on her intervention in difficult situations, whether these are staff related issues or client problems. I have not felt undermined in my efforts at any time, and know there is the backup of additional support when needed.

When morale is low or times are difficult there is always some positive feedback to keep spirits up.

When times are good there is constant validation and encouragement in the form of praise or an enjoyable meal out together to enforce team bonding.

Important decisions for the future of the practice, like employment of new staff, are taken in consultation with the practice staff to ensure that there is consensus on the choice.

Requests for new equipment such as our recent ultrasound machine, changes in the day to day running of the practice and suggestions for improving the practice are assessed and evaluated fairly. The decision making process is explained and justified so that the eventual outcome is acceptable to all concerned.

My experience has been that no problem is too big or too small for my manager to tackle."