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2015 Annual Report

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2015 Annual Report ANNUAL REPORT IMPROVING THE HEALTH AND HAPPINESS OF ANIMALS AND THE PEOPLE WHO CARE FOR THEM CONTENTS MISSION, VISION & VALUES 03 SNAPSHOT OF ACHIEVEMENTS 04 PRESIDENT’S MESSAGE 06 CEO’S MESSAGE 08 OUR BOARD 10 BOARD NEWS 13 NEW AMBASSADOR ROSIE BATTY 14 EXECUTIVE MANAGEMENT TEAM 15 80 YEARS OF LIFE-SAVING CARE 16 HOSPITAL NEWS 19 CUSTOMER SERVICES NEWS 22 TRUFFLE’S STORY 23 OUR CHAPLAIN 24 ADOPTION CENTRE NEWS 26 GIZMO’S STORY 28 LORT SMITH PET THERAPY 29 MATES FOR INMATES 30 VOLUNTEER NEWS 32 COMMUNICATIONS NEWS 34 BUILDING SERVICES 38 IT NEWS 38 FUNDRAISING 39 FINANCIALS 40 ACKNOWLEDGEMENTS 43 MISSION, VISION & VALUES In 2016, Lort Smith is celebrating 80 years of life-saving care for sick, injured and vulnerable animals. THE ANIMAL WELFARE LEAGUE • In our Adoption Centre by OF VICTORIA ESTABLISHED providing sanctuary, rehabilitation LORT SMITH ANIMAL HOSPITAL and new homes for companion IN 1936. OUR FOUNDER LOUISA animals. LORT SMITH WAS PASSIONATELY COMMITTED TO CARING FOR • Through our Community THE ANIMALS OF POOR AND Outreach programs, promoting DISADVANTAGED PEOPLE. responsible pet ownership and nurturing the human-animal bond. Since opening our doors we have cared for more than one million OUR VISION animals and re-homed around To be the recognised leader 200,000 pets to loving families. in Australia for animal health Today, Lort Smith Animal Hospital is and wellbeing. the largest non-profit animal hospital in Australia. Lort Smith is one of the OUR VALUES only organisations of its kind in the Care and Compassion: world, providing services through We treat all people and animals the Hospital, Adoption Centre and with kindness and empathy. Community Outreach programs. Quality and Affordability: We work together in a safe OUR MISSION environment to provide accessible To improve the health and happiness and sustainable services of of animals and the people who care the highest standard. for them. We do this through three streams of work: Integrity and Respect: We have the courage to do what • In our Hospital by providing is right, be accountable for our exceptional veterinary care and actions, and communicate preserving the human-animal honestly and courteously. bond irrespective of a person’s circumstance. 2015 SNAPSHOT OF ACHIEVEMENTS $ 38 1,332,057 EMERGENCIES TRIAGED PER DAY DISCOUNTS ON AVERAGE to people of limited means 37,474 67 VETS CONSULTATIONS 94 VET NURSES INCLUDING 8,198 EMERGENCY consultations 8,890 1,024 ANIMALS ANAESTHETICS REHOMED AND SEDATIONS EMERGENCY WELFARE 112,195 ASSISTANCE ANIMALS PHONE CALLS 138 HELPED RECEIVED 1,500 FREE MICROCHIPS 24,384 TO HEALTHCARE CARD HOLDERS ANIMALS RECEIVED VET CARE ASSISTED 24/7 19,455 CARE PET OWNERS LAUNCHED 458 8,225 VOLUNTEERS NEW 218 NEW CUSTOMERS VOLUNTEERS 13,537 , VACCINATIONS 5 937 SURGERIES PRESIDENT’S MESSAGE I would like to thank the CEO, Executive Management Team, staff and volunteers for their exceptional performance in 2015. IN 2015, THE BOARD OF LORT Further thanks is extended to our These projects included expanding SMITH FOCUSSED ITS EFFORTS other ambassadors Giaan Rooney, our technological capacity in the ON CONSOLIDATING THE Peter Hitchener and Dr Sally Cockburn veterinary hospital, ensuring the PLATFORM ESTABLISHED IN for their continued help in 2015. Adoption Centre has the ability to THE PREVIOUS YEAR. UNDER assist as many surrendered animals THE GUIDANCE OF OUR NEW In 2015, the organisation formally as possible, and maximising the reach CEO, THE BOARD UNDERTOOK changed its name to Lort Smith and effectiveness of our community A RANGE OF STRATEGIC in order to reflect the diversity of outreach programs. INITIATIVES IN ORDER our mission through the Hospital, TO CONSOLIDATE THE Adoption Centre and Community Throughout 2015, the Board was FUTURE DIRECTION OF THE Outreach programs. This change extremely pleased to report on ORGANISATION. AT THE SAME provides the organisation with a successful Hospital operations. TIME, WE PROGRESSED platform for growth over the next The introduction of 24-hour care is SEVERAL KEY ACTIONS FROM decade while embedding into our a significant milestone for Lort Smith. THE PREVIOUS YEAR AND constitution the name and legacy of Similarly, the Board applauded the KEPT A CLOSE WATCH ON the Animal Welfare League of Victoria recorded growth in adoptions OPERATIONAL PERFORMANCE. in perpetuity. The Board intends and our efforts in fundraising to further develop the multi-tiered which included a substantial In terms of Board movements, mission of the organisation supporting contribution from bequests. we said a formal farewell to Virginia the health and happiness of pets Edwards and Susie Palmer at the and the people who care for them. I would like to thank the CEO, 2015 AGM. Virginia and Susie have Executive Management Team, staff both left significant impacts on Lort I’m pleased to report that the Board and volunteers for their exceptional Smith. We look forward to keeping oversaw several major initiatives, performance in 2015. Together their in touch with both Virginia and Susie including the development of a efforts are creating a platform for in the future. new five-year strategic plan. This substantial growth and long-term new strategic plan is committed sustainability of our mission. We formally welcomed Kate Hamond to establishing the long-term at the 2015 AGM and appointed sustainability of Lort Smith. Most importantly, I also want to Raelene Harrison to the role of formally acknowledge and thank our Company Secretary. Raelene Additionally, the Board progressed its supporters, donors and bequestors. replaces Andrew Miles who master planning for the organisation Your commitment to our vision and served so admirably in this role with particular reference to our mission in 2015, underpins our very for many years. In February 2016, capacity to support the growing existence. Without you, we would not we also warmly welcomed Fiona number of marginalised pets and be in a position to care for so many Webster to the Lort Smith Board. people who require support. sick, injured and vulnerable animals. The Board was thrilled to welcome Mission-based projects also Glenister Lamont, President the 2015 Australian of the Year Rosie dominated the Board’s agenda Batty as a Lort Smith Ambassador. in 2015. Rosie brings to the organisation her love for animals and her commitment to further develop our support for people in crisis including the pets of victims of domestic violence. We look forward to working with Rosie in the years ahead. CEO’S MESSAGE HENRY FORD (FOUNDER OF THE We also welcomed Jenny Ford at The presence of veterinary and FORD MOTOR COMPANY) ONCE the end of 2015. As Head of the nursing support 24/7 has provided SAID “COMING TOGETHER IS A new Community & Development our clients (and referring veterinarians) BEGINNING; KEEPING TOGETHER IS department, Jenny is responsible for all with significant comfort and support. PROGRESS; WORKING TOGETHER non-hospital based operations including Initial results have been very pleasing. IS SUCCESS.” IN MANY RESPECTS, the adoption centre, volunteers and THIS STATEMENT DEFINED THE community outreach. With Jenny’s Our Hospital client base continued PERFORMANCE AND PROGRESS guidance, it is our objective to expand to receive the best possible support. OF LORT SMITH IN 2015. the reach of Lort Smith’s mission In 2015, more than 50 per cent of our into new and relevant markets. Loise clients received discounted veterinary My first twelve months as CEO Giagnacovo also joined the team as assistance (amounting to more than were extremely busy and exciting. Executive Coordinator supporting the $1.3 million). Customer service metrics Our energies were principally focussed Management Team and undertaking were also strong with almost 20,000 on developing a framework to take organisation-wide projects. clients assisted in 2015. This equated the organisation forward for the next to 112,000 calls received. five years and beyond. In particular, The new Executive Management it was a key objective to establish a Team progressively undertook a range Community & Development delivered fit-for-purpose organisation; capable of of major projects in 2015, including strong results for the year. The supporting the three primary platforms the development of a new five-year Adoption Centre rehomed 1,024 of our mission through the Hospital, strategic plan, commencement of animals in 2015 (an increase of 5.5 Adoption Centre and Community a comprehensive ICT review, per cent against 2014). In addition, Outreach. This alignment was initiated developing a framework for an our Community Outreach Programs through improved departmental integrated efficiency analysis provided considerable support to relationships and processes as and a comprehensive review of people in need or crisis. Emergency well as renewed attention to service need/operational capacity. Boarding supported 140 animals acquiring and developing the Considerable work also continued and the number of Foster Carers required skills and expertise. on the master plan to identify our increased from 117 to 129. Similarly long-term ability to support our Pet Therapy and Mates for Inmates Problem solving, creativity and sharing pets and people in need. programs continued to break new of ideas defined the efforts of the ground in supporting the Executive Management Team over the From an operational perspective, the human/animal bond. last year. We also fine-tuned some of results are both pleasing and compelling. our roles and responsibilities to better All key functional areas reported strong Finally, our renewed focus in meet our organisational objectives. results at year end 2015. Fundraising and Communications Dr Russell Harrison as Head of delivered strong results. From a social Hospital Services is responsible for The Hospital performed almost 38,000 media perspective, our Facebook the hospital operations, customer consultations including 8,000 emergency community not only continues to services and dispensary. Joe Corera interactions. These services were grow but is highly engaged. This as Head of Shared Services has provided to approximately 25,000 was no better illustrated than the assumed responsibility for finance, animals.
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