47383blu_Members Handbook 2015 AW 23/12/2015 15:58 Page 2 2016

Members Handbook www.xlvets.co.uk 47383blu_Members Handbook 2015 AW 23/12/2015 15:58 Page 3 47383blu_Members Handbook 2015 AW 23/12/2015 15:58 Page 4

It’s All About Getting Involved

As XLVet members we believe that independent veterinary practices are the powerhouses to achieve XLVets the highest quality of service to our clients. And by working together, sharing experience, knowledge Page 04 Five Pillars for Excellence and skills, we will deliver excellence in veterinary Page 06 XLVets Members’ Mandate practice so that we are seen as experts in animal Page 08 XLVets Values health all over the world. Page 10 XLVets Strategic Plan Page 12 XLVets Business Team XLVets is an organisation of its members, for its members. Page 46 IT Services The Board of XLVets expects all of its members to actively Page 47 Email, Web Forums and Website participate within the group and to share ideas, knowledge Page 50 XLVets Member Services A - Z Guide and experience with other group members. The Board requires members to work in collaboration with other members to achieve positive outcomes. Business Management This booklet is designed to provide a summary of useful information so that you can get involved and take part with Page 14 Business Management Executive XLVets initiatives and also in order to allow you to include Page 15 Business Management Activity Plan these activities in your own practice plans for 2016. Page 17 Marketing Page 18 The Rationale for Preferred Products and Services Page 19 Using the XLVets Brandmark Page 21 Calendar 2015 XLVets members An up to date list of all XLVets member practices including an interactive google map of their locations can be found Farm on the XLVets website www.xlvets.co.uk Page 24 Farm Calendar Farm Activity Plan For further informationon any aspect of your Page 26 Farm Regional Groups XLVets membership contact the XLVets team Page 27 Farm Articles Page 29 Broomhall Buying Services Ltd on 01228 711788.

Small Animal

Page 30 Our vision for the future Page 31 Lifetime Care Club Graduate Development Programme Page 32 Marketing Page 33 Small Animal Activity Plan Page 34 Small Talk Articles Page 35 Using the Small Animal Brandmark

Equine

Page 37 Vision Page 38 Equine Activity Plan Page 39 XLEquine Skills Page 40 Better Together! Page 41 Using the XLEquine Brandmark

XLVets Training Services

Page 43 VetSkills, FarmSkills and EquineSkills

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In order to deliver Excellence in Practice, the XLVets Board has committed to working with five key strategic pillars.

Clinical Excellence People

This is the glue that binds us all together. Through working as an It is the people of a practice that make it what it is. By delivering extended national team, sharing ideas and experience, all XLVets opportunities for training and development, every member of the members can benefit from the resource contained within the group. practice team can develop their own skills. Moreover, by looking Furthermore, through identifying common requirements, externally to the future, XLVets seek to encourage the best new applicants for sourced CPD can be arranged and delivered. This means that in a career with member practices. We want to be practices that 2016 all XLVets member practices will be able to provide a case people aspire to work for: We will measure this through two way study that shows the client benefits from this knowledge sharing. feedback with our practice teams and a veterinary student survey.

XLVets members: XLVets members:

● Contribute to clinical discussions using the web ● Make their practice team aware of the principles forum; to share their experiences and knowledge and objectives of XLVets. with other members. ● Hold an ‘all hands’ meeting at least once a year, ● Support the regionally organised CPD meetings where the activities of XLVets can be discussed with wherever possible; to ensure that all staff members all practice members, and the opportunity given to are made aware of the CPD events and to all staff members to provide feedback and ideas. encourage staff members to attend. ● Support the participation of all practice team ● Produce best practice articles and contribute members in XLVets training opportunities. to features such as the Farmers Weekly Column, Appoint a named person to be a local ‘brand as requested. ● champion’ for XLVets who can help co-ordinate ● Use the best practice articles in their local press activities within the practice. wherever possible. ● Encourage their colleagues to proactively engage ● Visit at least one other member practice each with their neighbouring XLVets practices to achieve year and audit and review three clinical aspects collaborative output. of practice. ● Ensure that at least two members of the practice ● Take up membership of the RCVS Practice team attend the yearly main XLVets meetings Standards Scheme (PSS). and AGM.

Growth XLVets members: Growth through understanding and meeting customer needs. Turnover is one of the best barometers of how well a practice is ● Are prepared to participate with and proactively meeting the needs of its clients. The success of a practice is carry out market research that helps to determine determined by how well it understands and meets these needs, client needs. and also by how well it communicates with its clients. ● Share ideas that will help member practices to ‘It is the customer who determines what a business is. It is the grow their turnover by better meeting their customer alone whose willingness to pay for goods or for a clients’ needs. service determines a business. What a customer buys and ● Grow their practices using strategies and tactics considers value is never just a product. It is always a utility, that that seek collaboration, and not simply is, what a product or service does for him or her.’ Peter Drucker competition, with other member practices.

The campaigns of activity published for XLVets members, seek to ● Work with XLVets campaigns, including training provide tools to assist the practice to efficiently and effectively programmes, wherever possible. promote its services to its clients. By understanding the needs of our Provide feedback to the group on the campaigns. clients, and effectively communicating the benefits of our products ● and services to them, our objective in 2016 is to ‘outgrow the ● Support and provide materials for the XLVets market’ and perform ‘better than the rest’. We want to be practices PrintWorks tool. that clients aspire to recommend as ‘their veterinary practice’.

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Business Process Efficiencies Communication and Branding

Top-line growth is eroded if the costs incurred by the practice If you don’t tell them, they will never know’. Great emphasis is increase as well. By working as a team, XLVets members seek to placed on the work undertaken by all member practices to drive down the costs of practice and improve the efficiencies of enhance the value of the XLVets brand and high quality business operations through benchmarking and the sharing of communication between all member practices. We will achieve ideas, initiatives and resource. An increase in net return to the high levels of positive, unprompted brand awareness amongst business provides opportunity for investment for the future to the our members, our clients, veterinary and agricultural students benefit of clients, staff and owners. We want to be practices and the overall animal health marketplace. where processes run smoothly and don’t get in the way of us being able to focus on our clients. The strength of the national XLVets brand is heavily determined by its association with its XLVets members: member practices. ● Take a proactive approach in looking for business XLVets members: synergies by working with other XLVets members. Use the XLVets logo in accordance with the ● Will engage with the KPI project and are open and honest in sharing with other XLVets members data Brandmark guidelines on: about their own practice business as long as it ● Practice stationery, promotional materials could be reasonably expected that such data would and websites. be shared. ● Practice clothing and cars. ● Maintain absolute confidentiality of all members’ ● Recruitment advertisements. data and XLVets terms and restrict its availability to only those members of the practice who need to Members are asked to ensure that they highlight know this information in the course of the job. their membership of XLVets when writing articles and attending meetings and shows. Members are expected ● Take suitable steps to ensure that individuals to raise directly any issue or concern that they have working within the practice maintain this that diminishes their sense of value of XLVets. confidentiality even if they leave the employment of the member practice.

● Communicate the concept of the three star system of product and service procurement within the practice and ensure that it is implemented.

● Respond in a timely manner to reasonable requests for information from XLVets staff.

● Support the activities of Broomhall Buying Services Ltd and the other central buying functions. Excellence

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XLVet UK Ltd

Members’ Mandate

The mandate that the members of ● To develop and manage the XLVet brand and provide XLVets expect the board to work leadership for the group

to deliver has three elements: ● To provide services and support that facilitate the delivery of excellence by the members

● To uphold and maintain membership standards

Brand and Leadership This includes:

To develop and manage the XLVet ● Being accountable for the provision, maintenance and brand and provide leadership for development of a strong and well respected brand, the group. which attracts the best people, clients and suppliers to member practices.

● Fostering an environment of open and active communication within the whole group.

● Consulting with the members but not to be constrained by the need to seek unanimous agreement.

● Focusing on opportunities and facilitation of the development of successful new ideas that bring measurable benefit to the membership.

● Not replicating anything that other organisations effectively achieve.

Services and Support This includes:

To provide services and support ● Facilitating best practice, knowledge transfer and that facilitate the members in their skills development within the group. delivery of excellence. ● Providing direction and facilitation for the professionalisation of the management of independent veterinary practice.

● Speaking on behalf of members to suppliers for the commercial benefit of the members and the group as a whole.

● Offering services that streamline costs.

● Developing training services.

● Influencing the industry to favour the commercial environment for independent veterinary practices.

● Enabling practices to market themselves effectively.

● Facilitating the process of business planning for practices.

● Providing opportunities for networking and social interaction.

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Membership Standards This includes:

To uphold and maintain membership ● Providing clear guidelines as to what is expected of standards. members based upon what the members agree a good member looks like.

● Facilitating and ensuring engagement and collaborative behaviour within the group.

● Constructively challenging members and providing honest and objective feedback on their performance as a member.

● Nurturing trust between member practices and challenging behaviour that has the potential to erode trust.

● Regularly reviewing the criteria for membership, ensuring appropriate and effective new member selection.

● Measuring commitment and regularly appraising that the right practices are members.

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XLVets Values

What values drive the culture for XLVets? At the 2014 AGM, one of the questions considered by the attending XLVet Business Owners was what are the three core values that are important to you and your practice team? The summary of all the words considered is shown as a Wordle™ below (where the size of the word is proportional to the number of times it was listed).

AGM Values WordleTM

Values determine who we are and how we get things done. It is only with integrity and honesty that we can build trust, They also heavily influence and determine whether we are likely which is an absolute prerequisite for effective teams. And it is to achieve the goals set for the business. through high-performing teams that we can deliver and achieve an excellent and outstanding quality of service. The board reviewed the values for XLVet UK Ltd, considering carefully the feedback that had been received at the AGM and As the WordleTM above shows, there will always be other values furthermore from the members of the extended XLVet business team. that the group shares but the advantage of a short list is that it is The board are clear that the values set for the company need to easier to remember and clarity and focus deliver results. shape, define and apply to everything that we do.

The board identified and agreed three primary values for the company:

1. Integrity: which encompasses honesty

2. Teamwork

3. Delivering Excellence

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The XLVet Board also agreed two further core values. Firstly there where all individuals are proactive and ‘take leadership action’ can be no doubt that we should hold on to the value of fun and every day. This is concordant with the battle cry that many of you will humour that is a repeating theme in all things XLVets. It helps to have heard on more than one occasion: ‘XLVets is your company. ensure that we keep everything in perspective and balance and It is your tool to get things done better, more easily, more enjoy ‘the journey’. We should take pride in the fact that as effectively.’ So we are including the core value of taking initiative. professionals we are happy in the work that we do. And in developing the matrix structure of the XLVet business, it has become clear that successful organisations of the future will be ones So five values for XLVets have been set:

Integrity

Taking Teamwork Initiative Values

Having Delivering Fun Excellence

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XLVets Strategic plan 2016 Objective: 80% of member practices engaging with XLVet business training activities 2016 Objective: All members to have engaged with "Growth Accelerator" or similar programme

2016 Objective: Carry out the annual Value Audit with members and publish results at AGM

2016 Objective: All member practices engaging with the New Graduate Programmes

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2016 Objective: All member activity and meetings to be measured against the 5 XLVet values 2016 Objective: Raise unprompted brand awareness that XLVets is a community of independant, veterinary owned practices by 20% 2016 Objective: No capital erosion 2016 Objective: Review Matrix and Succession plan 2016 Objective: Benchmark the position of XLVets as the “first choice for suppliers and customers”

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Strategic plan measures explained

Item Why?

Mandate & Standards To act effectively on behalf of the group, the XLVets Board requires a mandate from its members and as a group member practices need standards to work from. This mandate defines what members expect the XLVets Board to deliver by way of leadership, support and managing standards. It is critical to the future success of XLVets that all member practices are clear about and fully endorse the mandate that they have set, and agree to operate by the standards agreed within it.

Membership Management How do we measure ‘Excellence in Practice’? We all strive to be excellent in whatever we do, but how do we measure this and know what we are doing is truly excellent? As a group, by setting ourselves a common set of standards and ensuring we all meet these, we can stand out from others.

Communication and Involvement XLVets is all about getting involved and working together. Being such a diverse and remote group, targeted and effective communication is critical in everything we do. Only if we all communicate well, will members engage and ensure the activities of the XLVets group are successful.

Value of Services to Members How do we know if XLVets delivers the services that meet the needs of you and your practice and how much do you value these? By regularly auditing the services and tools that XLVets provides, we can ensure whatever is provided or is part of being a member of XLVets is useful and adds value to your work. Furthermore it is important that the practice knows the true value of membership and return on investment.

Growth and Sustainability of Members To secure the long-term future of both XLVets and its member practices, XLVets member businesses must have the tools and ability to adapt to achieve sustainable growth in an increasingly competitive marketplace.

Professionalism – senior managers The professionalisation of the management of veterinary practices will be critical for future survival and success. XLVets will support its members by providing comprehensive management training to equip all senior managers with the skills needed to be successful in their role.

Professionalism – graduates and technicians To attract the best talent within XLVets practices there is a need to provide a working environment that any new graduate will aspire to work within. To support this, XLVets will provide training for every new graduate employed by an XLVets practice. Technicians are playing an increasingly important role in the provision of farm animal services provided by veterinary practices. Through the VetTech programme, XLVets member practices have the opportunity to set the standard for technician training and provide these services to clients as part of a veterinary-led team.

Farmers To ensure XLVets is recognised as an influential group of leading farm veterinary practices within farming and the wider industry, critical mass is essential. To achieve this, XLVets member practices should have at least one-third of the dairy, beef and sheep population under their care.

Equine membership Raising the number of equine practices within XLEquine will support further growth of this group which will lead to increased activity, generation of a national footprint and recognition of XLEquine practices as the leading providers of equine veterinary services.

Small Animal membership For independent small animal veterinary practice, the key to future sustainability in a market moving towards corporate domination is the expansion of XLVets membership to form a national network of regional hubs to share ideas, knowledge and resources, in order to set the benchmark for excellence in small animal practice.

Brand awareness from buyers and suppliersHow many people know who we are and what XLVets does? These questions are important in determining how XLVets is currently perceived and gives us an opportunity to change the way we work and the activities we do, so that people recognise us and associate us with excellence.

Board & Company structure XLVets needs an appropriate structure in order to function efficiently and effectively, but one which is also adaptable to support the changing needs of member practices. This structure must be able to support the delivery of the XLVets business plan on behalf of the group and achieve results in an effective, and timely manner.

Marketing Development To create long-term value and achieve competitive advantage for XLVets member practices, XLVets must put in place and execute a marketing strategy to address customer and stakeholder needs, at both a group, and practice level.

Profitability of XLVets To maintain financial stability the XLVets group must ensure all projects and activities secure appropriate funding and do not erode working capital. 11 Culture development of members Values determine who we are and how we get things done. They also heavily influence and determine if we will achieve the goals we set for XLVets. To achieve success, every member, in every practice, must share and live the common values we have all defined. 47383blu_Members Handbook 2015 AW 23/12/2015 15:58 Page 13

XLVets Business Team

People People Development Executive and Training

Marketing and Marketing Communication Executive

Purchasing Buying and Retailing Executive

Business Business Process and Finance and Finance Executive

Member Farm Equine SA Executives Executive Executive Executive

XLVet Board

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Telephone: 01228 7117888

People and Training Business Process & Finance XLVets Board Chief Executive Jane Simpson Kerrie Winstanley Andrew Curwen [email protected] [email protected] [email protected]

Chairman Alyson Staines Olivia Taylor Andy Adler [email protected] [email protected] [email protected]

Managing Director - Farm Tammy Brown Claire Harpham David Black [email protected] [email protected] [email protected]

Marketing & Communications Joanne Sharpe Laura Harmer Farm Director Bridget Taylor [email protected] [email protected] [email protected]

Farm Director Ann Mottram Hannah Addison Nick Eames [email protected] [email protected] [email protected]

Farm Director Gemma Ayre Arron King Neil Laing [email protected] [email protected] [email protected]

Equine Director Hayleigh Johnston Sean Middlemore Wendy Furness [email protected] [email protected] [email protected]

Purchasing & Retailing Equine Business Manager Small Animal Director Karen Gilbert Emma Batson Tim Hutchinson [email protected] [email protected] [email protected]

Small Animal Director Laura Harmer Adrian Oliver [email protected] [email protected]

www.xlvets.co.uk

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Business Management Executive 2016

Business management executive: The business management executive is responsible for ensuring Business Management Executive Director: the views of all members are incorporated into the planning Andy Adler and execution of XLVets business management activities. They E: [email protected] drive forward group strategy and make decisions on the priorities for XLVets on practice and business management. Business Management Executive Chair: The business management executive member from each Sharon Lane-Kieltyka practice is encouraged to contribute, provide input and help E: [email protected] drive XLVets business management activities forward. People Development Manager: Jane Simpson E: [email protected]

Business Process Manager: Your practice representative: Kerrie Winstanley E: [email protected]

Opportunities to share information and direction in 2016 Key priorities for the Based on the success of how we worked together as an executive in executive in 2016: 2015, a series of meetings and calls will take place, see page 15. These priorities are derived from the business management members. Regional meetings 1. Business training Regional meetings in the South, Central and North this year proved to be highly successful, bringing together anyone interested in 2. Effective marketing business issues to share best practice on subjects such as stock control and debts. The Regional Co-ordinators for each area will 3. The balanced scorecard be running similar meetings in Spring and Autumn 2016. Tina, Nicola and Jacqui are members of the BM Executive who have volunteered to take on this role, their contact details are below: Southern Regional Co-ordinator Webinars Practice Manager St Boniface, Crediton, Exeter This technology allows us to easily share knowledge and expertise Tina Dawe across the group. This year we held successful KPI webinars and have developed the online H&S training system. In 2016 we intend E: [email protected] to hold a number of sessions throughout the year covering subjects such as marketing and other business training. Central Regional Co-ordinator National meeting Practice Manager at Severn Edge, Bridgnorth The successful Business Management National Meeting will take place next year on the 19th-20th October. We will follow Nicola Hayton a similar format to 2015 with opportunities to share information, E: [email protected] presentations from specialists and varied mini-workshops.

Business tools Northern Regional Co-ordinator This area in the member’s website offers the opportunity to share useful business resources and ideas. Upload your resources here or Practice Manager at Paragon, Dalston, Carlisle access resources from others. Go to Members Information, Business Jacqui Dodds Information, Business Tools. E: [email protected]

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Business Management Activity Plan 2016

Business Management Executive Teleconference Calls 2016

Month Date Day Time Event February 10th Wednesday 2.00pm Teleconference May 25th Wednesday 2.00pm Teleconference July 6th Wednesday 2.00pm Teleconference November 9th Wednesday 2.00pm Teleconference Notes

Activity plan 2016 Pillar Activity

BM Strategy - Continue developing regional discussion groups to facilitate communications: run Spring and Autumn meetings in 2016. Ensure at least 66% of practices are participating

BM Strategy - Continue developing a Business Steering Group composed of cross species representatives to coordinate and integrate business activities across the group. Group to meet 2 times in the year including: ● December meeting to prioritise 2016 executive activity ● Meeting with XLVets board prior to AGM 2016 to look at progress

Growth Accelerator Programme - promote and encourage practices to join this government funded business coaching programme or carry out similar activity to grow and develop their business, so that 66% of practices have participated

H&S - Run a series of regional workshops in the Spring to include COSHH, health and safety awareness and manual handling

H&S - Review the service before March and undertake an open tender to select a new provider if appropriate. Once in place, review the contract quarterly to ensure it is delivering high value to members

Employment Law - Hold quarterly review meetings where improvements in practice performance for people are identified and implemented in at least 2 areas

Employment Law - run 4 employment law update sessions at the tele-conference calls and 1 at the National meetings

Business Training - ensure that XLVets is leading the way in business training for its members by identifying and developing at least 3 new courses

Competencies - develop a set of business competencies for business owners. Link this to the XLVet values.

Balanced scorecard - ensure that members at all XLVet practices are aware of the business benefits which can be attained through the balanced scorecard

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Business Management Activity Plan 2016

Activity plan 2016 Pillar Activity

KPIs - run quarterly webinars to improve understanding of KPIs and encourage benchmarking to facilitate improvements in business performance. Share case studies to outline business improvements using KPIs

KPIs - encourage practices to join the main KPI project so there are at least 80% of XLVet practices involved. Encourage practices to become involved in the clinical species specific KPI projects so that at least 50% are involved

Share business knowledge and skills across the group by producing 6 "How to Guides" based on member feedback and experience

Marketing ● increase understanding and awareness so that 80% of practices can implement effective marketing activity ● based on member needs run a series of practical marketing and selling skills workshops

PMS - set up user groups for the main PMS systems to share best practice on how to get the most out of the system. Groups to meet at least once a year

Stock Control - support XLVet members to better measure stock control so they can ensure they are improving. At least 2 practices to be able to show measured improvement over the year

XLVet Co-ordinators - hold regional workshops to bring co-ordinators together to explain role and provide training

RCVS PSS - help practices achieve CORE level of PSS and support those practices who want a higher level. Investigate the new scheme and provide support

Meetings - run regional meetings in the Autumn and Spring, 1 x national meeting and 4 tele-conferences to progress agreed Business Management Executive projects. (Include content that leads to increased attendance by business owners)

Produce 4 issues of XLVets News for all XLVet members

Using the Points Scheme, continue to measure uptake and encourage participation of members. Report the results to the member- ship at the end of each quarter via XLVets News

Notes

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Marketing

XLVets marketing campaign principles:

To ensure XLVets marketing campaigns are successful and deliver results for member practices, we have developed a set of principles for us all to consider when developing any marketing or growth initiative for the group.

1 There must be enthusiasm for the idea from within 8 Less is more; fewer campaigns run well are more a core group of the XLVets membership. effective than lots of campaigns executed poorly.

2 The campaign must be absolutely rooted in 9 We will be fair, honest and transparent in dealing customer value; aiming to deliver real with all suppliers and will budget time to explore improvements in animal health and welfare the value for them within the proposed campaign. and farm profitability.

10 We will work with all suppliers and other 3 We will not wait for entire agreement form all the organisations that work with us - we will not seek members before moving ahead with a campaign. to exclude good ideas or third party enthusiasm XLVets works with high common factors and not and support to make things happen. lowest common denominators.

11 All Grassroots campaigns will be driven and 4 There must be real, demonstrable and measurable executed by XLVets; ownership of all Grassroots value for all participating members. campaigns will be retained by XLVets and its member practices, although they may be supported by third parties. 5 All campaigns will have a member who will act as an internal sponsor and who will have shown the benefit from implementation of the campaign (or 12 Campaigns will be supported by third parties who aspects of it) in their practice. will retain their own copyright and are free to take ideas and lessons learnt and utilise them with other practices and other markets. 6 All campaigns will be critiqued for their ethics and practicality by third parties.

7 Simple ideas that are easy to communicate and put into place will triumph.

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The Rationale for Preferred Products and Services

Why have preferred products?

Two of the pillars that support Excellence in Practice are ‘Growth’ and ‘Business process efficiencies’. To effectively deliver on these objectives means that it is important to work with companies who are able to deliver high quality products and services, with outstanding support to achieve growth and also a very competitive price.

However, XLVets members can only expect to achieve the best account manager. The XLVets executives are asked to consider all marketing support and purchase prices if the group is seen to work the data available for products and to review the issues of safety, as a co-ordinated and connected team that delivers compliance efficacy, field experience, formulation and packaging etc. After this or concordance. In simple terms there needs to be a win for us has been carried out commercial terms and marketing support will and a win for the supplier company. be sought from the appropriate companies. Products are then given a star rating for recommendation to all XLVets members. It is fully recognised that there is a ‘hierarchy of needs’ when approaching the selection and purchase of pharmaceutical products with issues such as efficacy and safety clearly coming first and An up to date list of all preferred products can be found in the always before price and personal relationship with the local members area of the XLVets website.

The Starring System

***Three Star ***Three star products or services are those that the XLVets Board requires all members to use in preference to other equivalent products. If members are not using these products or services, the Board will ask the member for a very clear and robust explanation of why they are not using them. Products and services will only be accorded three star status where it is highly unlikely that there will be any credible reasons why they should not be used.

**Two Star **Two star products or services are those that the XLVets Board requests all members to use. However, they accept that there may well be specific, valid reasons for using another product. Where these reasons apply, it is accepted that a member practice will use this alternative product or service.

*One Star *One star products or services are those that the XLVets Board encourages members to use to help the group work effectively as a group. It is fully understood that there may be a number of valid reasons why individual members will not use them and these are acknowledged and accepted.

www.xlvets.co.uk

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Using the XLVets Brandmark

The XLVets brand is one of the most valuable communication tools we have. It is essential to ensure consistency in the usage of the XLVets brandmark, to create a stronger visual brand identity. When used correctly the XLVets brandmark allows us to speak with one voice in the marketplace. The XLVets brandmark is designed for ease of use in a diverse range of applications, which should ensure the consistency of its use across the group. The XLVets brandmark has a contemporary and simple structure, designed to emphasise that it is a ‘quality mark’ - defining and delivering the highest standards of veterinary practice and animal health.

Primary Brand - visual elements 2. Reverse Out The XLVets brandmark consists of three visual elements, shown If the brandmark is to be used on dark or coloured backgrounds below. All the elements must appear together at all times. where the primary version would not stand out then the version Combined, these elements help to portray the main objectives below should be used. of the XLVets identity.

3. Greyscale At times there may be a requirement to use a greyscale (black and white) version of the XLVets brandmark. This version should 1. Primary Colour only be used for example in press advertisements, where colour Wherever possible on all visual communications the brandmark cannot be used. should be used on a white back- ground, using the primary colours. RGB and web references for the colours are available if required.

PANTONE 368 C57% M0% Y100% K0%

PANTONE 443 C12% M0% Y12% K30%

PANTONE Process Black C0% M0% Y0% K100%

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Using the XLVets Brandmark

Size Brand usage The XLVets brandmark consists of three visual elements, shown For the brandmark to be represented effectively and for visual below. All the elements must appear together at all times. clarity, when placed on a page it must be surrounded by an area Combined, these elements help to portray the main objectives of clear space, referred to as the exclusion zone. As a guide the of the XLVets identity. exclusion zone should be the same size as the height of two ‘lozenges’ in the brandmark, as illustrated in grey below.

XLVets clothing Co-branding The strongest positioning of the brandmark on clothing would be The XLVets brandmark should never be displayed alongside a centre back or the left breast, supported by the brandmark on the third-party supplier or manufacturer logo on practice clothing. right sleeve. The XLVets brandmark is permitted for use only with practice branding/logos and should be displayed in accordance with Size Guide: the guidelines below. Breast 80mm Back 200mm Sleeve 66mm XLVets as a supporting brandmark All XLVets practices should display the XLVets brandmark alongside their own to enhance client awareness of their position as a member. Never reproduce the XLVets brandmark the same size or larger than the practice brandmark. As a guide it should be a third of the size of your practice brandmark.

Misuse Please do not...

...stretch it horizontally ...stretch it vertically ...use an incomplete version ...rearrange the elements

...crop it ...change the colours ...attach any other elements

20 47383blu_Members Handbook 2015 AW 23/12/2015 15:58 Page 22

Calendar 2016

Month Start Date End Date Event Venue Group January 10/1/16 12/1/16 Semex Conference Glasgow FM 12/1/16 12/1/16 Farm Executive teleconference - FM 13/1/16 13/1/16 RVC Careers Fair Hertfordshire ALL 18/1/16 20/1/16 BCBC British Cattle Conference Telford FM 26/1/16 27/1/16 Dairy Sheep and Goat Conference Friars Moor FM 28/1/16 30/1/16 VPMA/SPVS Congress Newport, Wales BM 29/1/16 31/1/16 SEVA Congress (Student Equine Veterinary Association) Nottingham EQ February 3/2/16 3/2/16 SA Spring Executive meeting Birmingham SA 6/2/16 7/2/16 FAVS Congress Edinburgh FM 10/2/16 10/2/16 XLEquine New Member CPD Cheltenham EQ 10/2/16 10/2/16 Business Management Executive teleconference - BM 11/2/16 11/2/16 Equine Executive meeting Cheltenham EQ 23/2/16 23/2/16 XLVets Board meeting Tomintoul All 24/2/16 24/2/16 Farm Executive F2F meeting Glasgow FM March Business Management Spring Regional Meetings North, South & Central BM 2/3/16 2/3/16 XLEquine New Member CPD Kent EQ 10/3/16 10/3/16 Equine Spring CPD Meeting Midlands EQ 10/3/16 13/3/16 Crufts NEC Birmingham SA 11/3/16 11/3/16 TotalDairy Expo Carlisle FM 12/3/16 12/3/16 UK Dairy Expo Carlisle FM April 6/4/16 6/4/16 Farm Executive teleconference - FM --National Pet Month - SA 7/4/16 10/4/16 BSAVA Congress ICC/NIA Birmingham SA 23/4/16 24/4/16 The Equine Event inc. Your Horse Live Total Confidence West Sussex EQ May 4/5/16 4/5/16 Small Animal Executive meeting Birmingham SA 11/5/16 11/5/16 Farm Executive F2F meeting Birmingham FM 17/5/16 17/5/16 XLVets Board meeting Cheshire All 18/5/16 19/5/16 Broomhall AGM & buyers meeting Cheshire FM 20/5/16 20/5/16 Beef Expo Bakewell FM 25/5/16 25/5/16 Business Management Executive teleconference - BM 25/5/16 25/5/16 NOAH AGM & annual dinner FM June 1/6/16 4/6/16 Royal Bath & West Show Shepton Mallet FM 1/6/16 2/6/16 Total Dairy - Large Herds Seminar Wotton-under-Edge FM 7/6/16 8/6/16 Vet Trust CPD Conference Stirling SA 9/6/16 11/6/16 Royal Cornwall Show Wadebridge FM 14/6/16 14/6/16 XLVets Board meeting Glasgow All 15/6/16 16/6/16 XLVets AGM and Summer Meeting Glasgow All 23/6/16 26/6/16 Royal Highland Show Edinburgh FM

21 47383blu_Members Handbook 2015 AW 23/12/2015 15:58 Page 23

Calendar 2016

Month Start Date End Date Event Venue Group July 6/7/16 6/7/16 Business Management Executive teleconference - BM 6/7/16 7/7/16 Livestock 2016 NEC Birmingham FM 7/7/16 7/7/16 Equine executive meeting TBC EQ 12/7/16 14/7/16 Great Yorkshire Show Harrogate FM 14/7/16 14/7/16 Farm Executive teleconference - FM 18/7/16 21/7/16 Royal Welsh Show Builth Wells FM 27/7/16 27/7/16 NSA Sheep Event Worcestershire FM September 7/9/16 10/9/16 BEVA Congress Birmingham EQ 7/9/16 7/9/16 Small Animal Executive meeting Birmingham SA 8/9/16 8/9/16 Westmorland County Show Crooklands FM 14/9/16 14/9/16 UK Dairy Day Telford FM 20/9/16 20/9/16 XLVets Board meeting Bristol All 21/9/16 22/9/16 National Farm Meeting Bristol FM October 5/10/16 5/10/16 The Dairy Show Shepton Mallet FM 5/10/16 9/10/16 Horse of the Year Show NEC Birmingham EQ 5/10/16 6/10/16 Small Animal National Meeting TBC SA 7/10/16 9/10/16 BVNA Congress Telford SA 12/10/16 13/10/16 Equine National Meeting TBC EQ 19/10/16 20/10/16 Business Management National Meeting TBC BM 20/10/16 22/10/16 BCVA Congress Leicestershire FM 25/10/16 25/10/16 Welsh Dairy Show Carmarthen FM November Business Management Autumn Regional Meetings North, Central and South BM 12/11/16 13/11/16 Your Horse Live Stoneleigh, Warwickshire EQ 2/11/16 2/11/16 Farm Executive planning meeting Cheshire FM 9/11/16 9/11/16 Business Management Executive teleconference - BM 16/11/16 16/11/16 Small Animal Executive meeting London SA 16/11/16 16/11/16 Agriscot Edinburgh FM 17/11/16 18/11/16 London Vet Show Excel, London All 24/11/16 24/11/16 Equine Executive meeting TBC EQ 28/11/16 29/11/16 Welsh Winter Fair Builth Wells FM December 7/12/16 7/12/16 XLVets Board meeting TBC All

Notes

22 47383blu_Members Handbook 2015 AW 23/12/2015 15:58 Page 24

Notes

23 47383blu_Members Handbook 2015 AW 23/12/2015 15:58 Page 25

Farm Executive 2016

Farm Executive: The Farm Executive is responsible for ensur- Managing Director – Farm Farm Executive Director: ing the views of all members are incorporat- David Black Neil Laing ed into the planning and execution of XLVets E: [email protected] E: [email protected] farm activities. Each member practice has a farm executive member elected to this group Farm Executive Chair: Farm Executive Director: and they are encouraged to contribute, Anthony Wilkinson Nick Eames provide input and help drive the farm E: [email protected] E: [email protected] activities undertaken by XLVets. Farm Brand Manager: Farm Executive Director: Your practice representative: Gemma Ayre Bridget Taylor E: [email protected] E: [email protected]

Farm calendar 2016

Month Dates Days Event

January 12th Tuesday Farm Executive teleconference

February 24th Wednesday Farm Executive F2F steering group meeting

April 6th Wednesday Farm Executive teleconference

May 11th Wednesday Farm Executive F2F meeting

July 14th Thursday Farm Executive teleconference

September 21st & 22nd Wed - Thurs XLVets National Farm Meeting

November 2nd Wednesday Farm Executive planning meeting

Activity plan 2016

Pillar Activity

Regional meetings - Each regional group to run at least 1 spring and 1 autumn meeting by the end of 2016

Executive meetings - Run 3 face to face Farm Executive meetings during 2016 and Farm Executive teleconferences dependant on need

National Farm Meeting - Run 1 national farm meeting in 2016 with a dedicated support staff stream

XLVets branding - Members attending shows and events are requested to clearly display co-branding in line with XLVet brand guidelines

Shows - XLVets will attend the following • UK Dairy Day •Beef Expo •NSA Sheep Event

Initiatives - Continue to develop and deliver - BVD CHECK TAG, Calf Tracker and Sheep Lameness. Ensure all members are aware of the National Johne's Management Plan. Support material, including factsheets will be produced as needed

Livestock Matters - Members are asked to put forward topics and case studies for inclusion as ideas arise

Key farm publications - Members to provide articles as requested to maintain exposure in Farmers Weekly, Sheep Farmer Magazine, Veterinary Practice Today plus additional publications as required

DataVet - The Farm Executive will support the ongoing DataVet project in 2016

24 47383blu_Members Handbook 2015 AW 23/12/2015 15:58 Page 26

Pillar Activity

National Farm Meeting - Develop and deliver a meeting for dairy clients by the end of 2016

Practice exchange/knowledge share - Each region to organise a regional exchange meeting to facilitate learning within all areas of the practice

Clinical audit - the Farm Executive will continue to support the Caesar audit and LDA survey in 2016

Meeting client needs - 2 practices within the membership will run a sheep farmer focus group and results will be reported to the Farm Executive

Antimicrobial stewardship - The Farm Executive will ensure that the full practice team is aware of the five year plan and each practice to support European antibiotic awareness day

The next generation - Develop and deliver an externship programme for veterinary students - an XLVets day will be trialled with Glasgow

Graduate development programme - Member practices to ensure all new farm graduates (less than two years qualified) attend the core modules, and optional additional workshops as required during 2016. The farm graduate development programme will be promoted at each vet school

VetSkills CPD - All member practices to attend at least 1 VetSkills CPD course in 2016

VetTech programme - All member practices to support the development of the VetTech programme and ensure team members have undertaken appropriate training

FarmSkills - All member practices to run at least 1 FarmSkills workshops in 2016 aligned to an XLVets initiative

Notes

25 47383blu_Members Handbook 2015 AW 23/12/2015 15:58 Page 27

Farm Regional Groups

In order to facilitate improved regional communication a national level and also encourage more to happen at a local level. and participation, eight regional farm groups have been Each regional group has an elected regional leader who ensures established. The aim is that these smaller teams will be able to representation from your region for national activities and initiatives. communicate more effectively than can sometimes be achieved at

Regional leader Practice name Group email

Ardene House Vet Practice Armour Veterinary Group Chris Aitken Donald S McGregor and Partners 1 Thrums Veterinary Dunmuir Veterinary Group [email protected] Group Northvet Veterinary Group Parklands Veterinary Ltd Thrums Veterinary Group

Kevin Beattie Bishopton Veterinary Group Capontree Veterinary Centre Capontree Veterinary Centre Kingsway Veterinary Group 2 & 3 Millcroft Veterinary Group [email protected] Paragon Veterinary Group Lee-Anne Oliver Scott Mitchell Associates Scott Mitchell Westmorland Veterinary Group Associates

Cain Veterinary Centre Glenthorne Vets Ltd Laura Smith Lambert, Leonard & May 4 Cain Veterinary Severn Edge Veterinary Group [email protected] Centre Shropshire Farm Vets Willows Veterinary Group Wright and Morten

608 Farm & Equine Veterinary Surgeons Chapelfield Veterinary Partnership Fenwold Veterinary Practice 5 Steve Trickey Chapelfield Veterinary Midshire Veterinary Group [email protected] Partnership Rutland Veterinary Centre Scarsdale Veterinary Group Wensum Valley Veterinary Surgeons

Allen and Partners Belmont Veterinary Centre Matthew Pugh 6 Farm First Veterinary Services Belmont Veterinary Fenton Vets [email protected] Centre ProStock Vets Ltd Tyndale Vets Ltd

Cliffe Veterinary Group Stephen Glanvill Drove Veterinary Hospital 7A Hook Norton Hook Norton Veterinary Group [email protected] Veterinary Group Larkmead Veterinary Group

Endell Veterinary Group Jim Willshire Friars Moor Veterinary Clinic 7B Endell Veterinary Shepton Veterinary Group [email protected] Group Synergy Farm Health

Calweton Veterinary Group Sarah Caldwell Penbode Vets Ltd 7C Calweton Veterinary Rosevean Veterinary Practice [email protected] Group St Boniface Veterinary Clinic Torch Farm & Equine Vets

26 47383blu_Members Handbook 2015 AW 23/12/2015 15:58 Page 28

Farm Articles 2016

Farmer's Weekly Vet Viewpoint (due by 7th of month)

January Clyde Tyndale Rutland Torch

February Ardene House Bishopton Wensum Valley Severn Edge

March Thrums Kingsway Chapelfield Belmont

April Armour Willows Hook Norton Shepton

May Westmorland Wright & Morten Larkmead Friars Moor

June Dunmuir Glenthorne Cain St Boniface

July Scott Mitchell Fenwold Cliffe Synergy

August Capontree Scarsdale Drove Allen & Partners

September DS McGregor Midshire Fenton Rosevean

October Millcroft Lambert, Leonard & May Farm First Penbode

November Northvet Parklands 608 Farm & Equine Endell

December Paragon Shropshire Farm Vets ProStock Calweton

Farmers Weekly

Practice Name Topic Deadline

Calweton Veterinary Group Bryony Williams Scanning results 1/1/16

Wright & Morten Bridget Taylor Taking a clean milk sample 25/1/16

Scarsdale Veterinary Group Carolyn Baguley What a good feed barrier needs 25/1/16

Drove Farm Vets Chris Price Preventing metabolic diseases at turnout 1/2/16

Allen and Partners Paul Rogers TB Biosecurity 1/3/16

*More articles TBC

All articles should be emailed in word format to [email protected] by the dates specified

27 47383blu_Members Handbook 2015 AW 23/12/2015 15:58 Page 29

Farm Articles 2016

Veterinary Practice Today

Practice Name Topic Deadline

Synergy Emily Gascoigne Veterinary aspects of rare breeds (pigs, sheep & cattle) 30/1/16

Farm First Jane Anscombe How to investigate sudden death 30/1/16

Torch Nich Roper How to integrate biosecurity, H&S considerations and farm diversification 30/3/16 (B&B, rural crafts farm open days etc)

Friars Moor Anthony Wilkinson The different approaches required in providing a veterinary service 30/5/16 for the large farm and the small holding

Scarsdale Carolyn Baguley How to prevent on-farm injuries to the vet team and other staff 30/7/16

Scarsdale Carolyn Baguley The logistics of large animal on-call (when there may be large distances 30/9/16 to travel between farms and the practice)

Westmorland Kirsty Ranson How to organise your car boot 14/11/16

Sheep Farmer

Practice Topic Month Deadline

Belmont On farm KPI monitoring through the lambing period - lamb and ewe mortality and diseases Feb/Mar 4/1/16

Synergy Abattoir condemnations and what they mean for the farm e.g. cysticercosis Apr/May 1/3/16

Cliffe On farm ram preparation Jun/Jul 11/5/16

Penbode Liver fluke - diagnostic tests, treatments available and the stage of fluke they kill Aug/Sep 6/7/16

Kingsway Pain management in sheep Oct/Nov 24/8/16

Farm First Metabolic monitoring of ewes in late pregnancy - BCS and blood biochemistry Dec/Jan 16 26/10/16

Notes

28 47383blu_Members Handbook 2015 AW 23/12/2015 15:58 Page 30

Broomhall Buying Services Ltd

Broomhall Buying Services Ltd Broomhall is the central buying point for XLVets farm member practices. XLVets Broomhall Buying:

Broomhall Buying Services is known as Last year Broomhall’s main aims were Neil Laing the central buying point for XLVets farm to ensure practices utilised the facility member practices. Over the past year, to its full potential, provide an efficient Chair we have encouraged practices to see service, to raise awareness amongst the facility as an extension of their own members of the many opportunities stock room, rather than being viewed as available to them and encourage Den Leonard just another wholesaler. effective buying that would generate Commercial Director cost-savings throughout member practices. Broomhall Buying Services Ltd is a This year, Broomhall hopes to make the subsidiary company of XLVets; XLVets facility even more efficient and slick is the sole shareholder, and as such the for practices with the help of the new owner of this company. Neil Laing Jonathan Stockton software system. (Clyde Vets) and director of XLVet UK Financial Director Ltd heads up the Broomhall board of By working in a partnership with directors in his role as Chairman, with mainstream wholesalers we hope in the Pauline Graham (Capontree Vets) future to be able to increase the product Pauline Graham Operations Director, Jonathan Stockton offering from Broomhall and maximise (Kingsway Vets) Financial Director and margin opportunity for practices. Operations Director Den Leonard (Lambert, Leonard & May) Please continue to visit the Buyers Commercial Director. Forums on a regular basis to keep up A great deal of trust and cooperation to date with the latest deals and Karen Gilbert from members has led to Broomhall discussions around product choice, CEO being a very successful and important within a password protected confidential part of XLVets and this year there are environment. Your input is vital to the exciting times ahead. As our product effective negotiation and procurement of For further information portfolio grows, we will be relocating products for the group. We would also contact Broomhall on: in quarter 1 of 2016 to a new site ask you to think about communication of Telephone: 03333 441819 more suited for distribution. Coupled Broomhall products within your own Email: [email protected] with the relocation will be a significant practice and help ensure your practice Fax: 03333 440673 upgrade to accounting and warehouse team members order products from management software. We have Broomhall when possible, to ensure your listened to feedback from our members practice secures the best deals. and will be improving the online The Broomhall team can be contacted in experience. Members will be able to multiple ways, either by telephone log into the system and place orders, 03333 441819, fax 03333 440673 check stock levels, reprint invoices and or email [email protected]. run purchase reports, further enhancing the benefits Broomhall provides. We also expect to see significant improvements to our efficiency and performance.

29 47383blu_Members Handbook 2015 AW 23/12/2015 15:58 Page 31

Small Animal Executive 2016

Small Animal Executive: Small Animal Small Animal The SA Executive is the driving force Executive Director: Brand Manager: behind all our activities. Every member Tim Hutchinson Ann Mottram practice has a representative on this E: [email protected] E: [email protected] committee and we would encourage all practices to engage, either by making Small Animal Medicine time to attend the meetings, or by forming Executive Director Communication Manager: regional bonds with other member practices Adrian Oliver Laura Harmer to send a joint representative. There will E: [email protected] E: [email protected] be four meetings in 2016, each held in a different location to facilitate access. Small Animal Bureau Administrator Executive Chair: (Lifetime Care Club): Your practice representative: John Turkington Claire Harpham E: [email protected] E: [email protected]

Our vision for the future Our values are strong: XLVets SA began 2015 on a high. The new brand was launched at the London Vet Show in November of the previous year and received many positive comments for its fresh, striking, simple, yet strong appearance. We revisited the London Vet Show at We deliver value and quality the end of 2015 and were pleased to report a brand awareness (amongst visitors to the stand) in excess of 40%. We aim to In a world where so many practices are sucked into the build on this throughout 2016. destructive spiral of price-wars, we will be seen to be Our vision for the future remains ambitious: the XLVets SA brand different by focusing on a service that promotes value, will be seen as a standard of premium quality for independent not cost. veterinary practices working collaboratively. By working in cooperation we will ensure that we deliver a consistent and high level of care for both patients and clients, promoting Empathy animal welfare. The high level of quality of service that we provide will differentiate us from other groups and reinforce the message that collaborative independent practices provide We will take time to understand the needs of our clients the best choice to clients. and colleagues and build businesses that put our clients’ needs at their hearts.

Team work and collaboration

Both within and between practices and regional groups there will be collaboration and productive competition, which will be to the benefit of all members. This will be underpinned by a strong sense of fun and belonging to a community – as typified at the National Meetings.

Productive competition

One reason for a practice to remain independent is that it considers itself to be superior to its neighbours. We will harness this competitive edge in a productive manner that benefits all members.

Customer focused

Only by regularly assessing and understanding the needs of our clients can we truly deliver a service that they need. Customer focus will be paramount in all our activities.

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Lifetime Care Club

Lifetime Care Club The Lifetime Care Club was launched in 2015 with full administrative CPD support. Pet health plans have been identified as raising the compliance of clients with flea and worming products and to increase the client bond to the practice. By having a pet health scheme your templates on the members’ website, practice is seen as embracing health a press release template for local care in its totality and anticipating the advertising, a practice poster and future needs of your pets’ and their a presentation to support your staff owners. This encourages customer training on the benefits of having loyalty and ensures a growing, your own pet health scheme. regular monthly income, protecting The direct debit will be administered the practices fee earning rate. by a new member of the XLVets Practices joining the scheme will be operation team, Claire Harpham able to utilise the self-editable Lifetime the Bureau Administrator. Care Club leaflet, available on [email protected]. Chameleon, along with letter Graduate Development Programme The XLVets Small Animal Graduate Development Small Animal Vets Programme has been designed to instigate team Graduate Development building and learning, by bringing graduates Programme together to actively participate in practical CPD run by our XLVets members.

The graduate development programme achieve excellence in practice presents the practice with a great exclusively for XLVets graduates. These opportunity, enabling them to use this CPD modules include Survival Skills (2 days), course as a tool to recruit the best gradu- Emergency Management (2 days) and ates, by incorporating the programme into Clinical Transition into Practice (1 day). the overall package for the first year as a Additional modules include Investigation qualified vet. This investment in our new of Lameness, Feline Medicine, graduates means that they are more likely Ultrasound & Echocardiography and a to stay with the practice long term. Practical Approach to Dermatology Cases. All graduates booked on the Our core modules are aimed at newly course will receive a Graduate qualified vets and are exciting and Development Programme brochure innovative programmes designed to containing full course details.

Small animal executive meetings 2016 Date Type Location

Wednesday 3rd February Face to face TBC

Wednesday 4th May Face to face TBC

Wednesday 7th September Face to face TBC

Wednesday 16th November Face to face London

31 47383blu_Members Handbook 2015 AW 23/12/2015 15:58 Page 33

Small Animal Activity Plan 2016

Activity plan 2016

Pillar Activity

Establish a clinical and pricing medicine review at each SA Executive meeting

Implement the regional strategy for XLVets Small Animal members and set up champions in each small animal region. All regional champions to organise an area meeting by the end 2016

Raise the unprompted awareness of the XLVets Small Animal brand from 43% to 55% as measured at the London Vet Show.

Hold four face to face Small Animal Executive meetings and ensure that each SA regional group is properly represented

Run 1 national CPD meeting for vets and nurses

Hold a small animal marketing review, with marketing coordinators from each practice, to meet early in 2016, and implement regional marketing meetings throughout 2016.

Develop and deliver a small animal campaign throughout the membership by the end of 2016.

Continue to develop the small animal own label range of products with 3 launches in 2016 (to include ear cleaner)

Support 12 member practices to move across to the Lifetime Care Club. Share information and experiences between practices and offer targeted CPD.

Continue to develop Small Talk as an effective vehicle for client communication and produce and publish Small Talk on a quarterly basis. Prepare client survey for Spring 2016 issue to gain feedback on content.

Focus on establishing 2 practice client participation groups and provide case studies of the CPGs to all members

Confirm the protocol for practice visits between member practices (to include hygiene auditing) and roll out to all members. Complete 15 practice visits by the end of 2016 with supplier support.

Focus on 3 vet schools, Glasgow, Nottingham and Bristol, to raise XLVets SA brand awareness by building relationships with the SA clinical clubs and seek to deliver at least 3 clinical club talks. Attend careers days/evenings for each of the 3 chosen universities.

Review small animal factsheet usage over the first 6 months of the year and decide on feasability of producing additional factsheets.

Strengthen XLVets Small Animal by identifying and gaining 5 new member practices.

Utilise the 2015 OnSwitch results and develop a number of criteria for 'what a good receptionist looks like', to ensure consistancy across the membership.

Develop an App type solution to ensure excellent client communication that considers timely information, on-line appointment booking and repeat prescription processes.

Support the KPI project by agreeing and providing clinical KPIs and reviewing the outputs of the whole project at practice level

Notes

32 47383blu_Members Handbook 2015 AW 23/12/2015 15:58 Page 34

Small Animal Activity Plan 2016

Vetskills Small Animal Activity Plan 2016

Pillar Activity

Vetskills CPD - Run 3 clinical and non-clinical spring CPD meetings

Develop a 2016 calender of VetSkills clinical and non-clinical CPD for vets, nurses and support staff for the next two quarters ahead.

Graduate Development Programme - 12 member practices to send new graduates on course and provide feedback to Vetskills to help shape and develop it further for future success.

Train the Trainer - promote to all small animal member practices and ensure that those practices providing training attend Train the Trainer during 2016.

Petskills - review business options for selling 'off the peg' courses to clients and develop a strategy by the end of 2016

Notes

33 47383blu_Members Handbook 2015 AW 23/12/2015 15:58 Page 35

Small Talk Articles 2016

Spring

Deadline for articles 12th February 2016

Article Words Practice

XLVets Graduate Development Programme article 300-400 Severn Edge (Caroline McMillan)

Magazine Client Survey 300-400 XLVets SA team

Human painkillers (the dangers of self-prescribing) 300-400 Larkmead

Ear problems in dogs and cats 300-400 Penbode

Vaccinating your pet 300-400 Cliffe

Antibiotics awareness 300-400 XLVets SA team

Summer Deadline for articles 22nd April 2016

Article Words Practice

XLVets Spring CPD article 300-400 Receptionist (TBC)

Dermatology 300-400 Scarsdale

Fleas and Ticks 300-400 Bishopton

Kennel cough 300-400 Ardene House

Travel sickness 300-400 Millcroft

Moving house – useful tips 300-400 St Boniface

Autumn Deadline for articles 29th July 2016

Article Words Practice

XLVets AGM article 300-400 Business owner (TBC)

Urinary problems 300-400 Belmont

Diabetes (case study) 300-400 Kingfisher

Senile behaviour 300-400 Summerhill

Heart disease 300-400 Armour

Handling bereavement 300-400 Willows

Winter Deadline for articles 7th October 2016

Article Words Practice

XLVets National Meeting CPD article 300-400 Nurse (TBC)

Obesity 300-400 Endell

Worms 300-400 Northvet

MOT’s – preventative health care 300-400 Fenwold

Grooming 300-400 Fenton grooming salon

Keeping your pets warm this winter 300-400 PAWS

All articles should be emailed in word format to [email protected] by the dates specified 34 47383blu_Members Handbook 2015 AW 23/12/2015 15:58 Page 36

Using the Small Animal Brandmark

The XLVets Small Animal brand is one of the most valuable communication tools we have. It is essential to ensure consistency in the usage of the XLVets Small Animal brandmark, to create a stronger visual brand identity. When used correctly the XLVets small animal brandmark allows us to speak with one voice in the marketplace. The XLVets small animal brandmark can be used in a diverse range of applications, providing consistency across the small animal group. The brandmark has a contemporary and simple structure, designed to emphasise that it is a ‘quality mark’ - defining and delivering the highest standards of veterinary practice and small animal health.

The Brandmark

The brandmark is a key element of the XLVets Small Animal identity. In order for it to work effectively it needs to be reproduced correctly. If you are unsure about how to implement the brandmark as described in this document then please contact the XLVets office on (01228) 711788.

Sub Brand - visual elements 2. Reverse Out The XLVets small animal brandmark consists of two visual elements, If the brandmark is to be used on dark or coloured backgrounds shown below. Combined, these elements help to portray the main where the primary version would not stand out then the version objectives of the XLVets Small Animal identity. The XL shield can be below should be used. used as a single visual element.

A black version should only be used for example in press advertisements, where colour cannot be used.

1. Primary Colour Wherever possible on all visual communications the brandmark should be used on a white background, using the primary colour. RGB and web references for the colour are available if required.

PANTONE 526 C75% M100% Y0% K0%

Who can I ask for further advice? PANTONE Contact the XLVets Office Process Black C0% M0% Y0% K100% Tel: 01228 711788 Email: [email protected]

35 47383blu_Members Handbook 2015 AW 23/12/2015 15:58 Page 37

Using the Small Animal Brandmark

Size of brandmark Brandmark usage In conjunction with brand positioning, legibility is vital. Shown For the brandmark to be represented effectively and for visual below is the minimum size that the brandmark should be used. clarity, when placed on a page it must be surrounded by an area To keep the detail and legibility, the brandmark should not be of clear space, referred to as the exclusion zone. As a guide the displayed any smaller than specified. exclusion zone should be the same size as the cap height of the ‘L’ in the shield of the brandmark, as illustrated below.

XLVets Small Animal clothing Co-branding The strongest positioning of the brandmark on clothing would be The XLVets Small Animal brandmark should never be displayed centre back or the left breast, supported by the brandmark on the alongside a third-party supplier or manufacturer logo on practice right sleeve. clothing. The XLVets Small Animal brandmark is permitted for use only with practice branding/logos and should be displayed in Size Guide: accordance with the guidelines below. Breast 80mm Back 200mm Sleeve 66mm XLVets Small Animal as a supporting brandmark All XLVets Small Animal practices should display the brandmark alongside their own to enhance client awareness of their position as a member. Never reproduce the XLVets small animal brandmark the same size or larger than the practice brandmark. As a guide it should be a third of the size of your practice brandmark.

Brandmark misuse Please do not...

...stretch the brandmark ...stretch the brandmark ...rearrange the elements horizontally vertically of the brandmark

Any doubts? Contact XLVets Tel 01228 711788 ...crop the brandmark ...change the colours ...use an incomplete version [email protected] of the brandmark of the brandmark

36 47383blu_Members Handbook 2015 AW 23/12/2015 15:58 Page 38

Equine Executive 2016

Equine Executive Director: Wendy Furness E: [email protected]

Equine Executive Chair: Chris Lehrbach Equine Executive: E: [email protected] The equine executive is responsible for ensuring the views of all members are incorporated into the planning and execution of XLVets XLEquine Business Manager equine activities. The equine executive member from each member Emma Batson practice is encouraged to contribute, provide input and help drive E: [email protected] the equine activities undertaken by XLVets. Medicine Communication Manager: Laura Harmer Your practice representative: E: [email protected]

Vision: Goals for 2016: The XLEquine vision is to be the recognised brand for progressive and enhanced veterinary care focussed on Raise awareness of the XLEquine brand customer needs.

Attract and retain high quality independent veterinary practices

Support the growth and development Top 5 priorities for 2016: of existing member practices 1. Preventative healthcare initiative Differentiate XLEquine practices from other 2. New graduate programme providers of equine veterinary care 3. EquineSkills Attract and retain the best staff within 4. Recruit new member practices 5. Thriving in practice All activities will be underpinned by the five XLVets values.

XLEquine meetings 2016 Date Meeting Location 10th February New member meeting Cheltenham 11th February Equine Executive meeting Cheltenham 2nd March New member meeting Kent 10th March Spring national meeting TBC 7th July Equine Executive meeting TBC 12th & 13th October Autumn national meeting TBC 24th November Equine Executive meeting TBC

37 47383blu_Members Handbook 2015 AW 23/12/2015 15:59 Page 39

Equine Activity Plan 2016

Activity plan 2016

Pillar Activity

Develop the equine KPI project using a balanced scorecard approach. Create one new key value generator for the people, customer and business process areas of the balanced scorecard.

Hold two new member meetings and recruit four equine practices to join XLVets.

Run a one day spring equine CPD meeting for clinical and customer care staff: Equine preventative healthcare

Run a two day autumn equine CPD meeting for equine clinical staff: Poor performance and rehabilitation

Develop and deliver the equine preventative healthcare initiative

Produce and publish three issues of Equine Matters

Provide regular articles for the equestrian press: Horse&Hound, Your Horse, Horse&Rider, Horse

Provide articles for the veterinary press: Veterinary Times, Veterinary Record, Veterinary Business Journal, Veterinary Nurse

Online presence: Increase the XLEquine Facebook likes to 4000 by end of 2016, all XLEquine member practices to submit content monthly

Online presence: Increase the XLEquine Twitter followes to 1000 by end of 2016. All XLEquine member practices to engage with @XLEquine and #EquineSkills

All XLEquine practices to implement the BEVA PROTECT ME antibiotics policy and assess usage of cephalosporin's and enrofloxacin in their practice (2014-2016)

Drive and support a practice exchange scheme for vets, nurses and customer care staff - 1exchange per practice

Liase with business management executive to implement Growth Accelerator Programme (or equivalent) by end of 2016

All XLEquine practices to achieve a mininum of core status for the Practice Standards Scheme by the end Q2 2016

Improve communication and compliance of star-rated products and review and update medicine purchasing. Facilitate communication between buyer and executive member

Hold 3 Equine Executive meetings

All practices to host best practice wound care training and audit by the Bandaging Angels by end 2016

Provide an equine contribution for each issue of XLVets News

All practices to create a proactive marketing plan by end Q1 2016 to support the preventative healthcare initiative and use of XLEquine marketing materials i.e. Factsheets

Launch the XLEquine New Graduate Programme at SEVA symposium in Q1 2016. Eight equine graduates to attend the 2016 programme.

Attend vet school graduate fayres to promote XLEquine and the graduate programme.

An additional 5 XLEquine vets to attend Train the Trainer

All practices to send at least one team member on each business training workshop i.e. First Line Manager, Leadership programme

All practices to showcase XLEquine and EquineSkills materials at local shows using the show kits available.

Run 20 EquineSkills workshops in 2015.

Develop a strategy to increase awareness of wellbeing in practice.

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XLEquine 2016

EquineSkills EquineSkills workshops are small group, practical, veterinary led training workshops for horse owners to help them improve their EquineSkills. The workshops are delivered by vets who have had their own training audited and approved through following the ‘Train the Trainer’ programme of instructional techniques.

These workshops are novel in the equine industry and provide us with What the delegates say: the opportunity to differentiate XLEquine practices from others and to • I loved the new knowledge and understanding raise our profile in the equine and veterinary industries. • It was well run, interesting and useful • I loved everything, it was a fab day. The modules are: • The content and delivery was very good • First Aid • I enjoy learning anything new and the course was informative and I • Foot Care feel more confident • Old Friends • I enjoyed brushing up on my skills and learning more on how to • Guts of the Matter keep my horses happy, safe and well. • Understanding the Horses Back • It was all very informative and I never felt under pressure - we all • How Horses Learn asked silly questions but were given the information we needed The feedback we have had from these workshops so far has • The small group teaching meant there was plenty of time for discussion been amazing. Our recent market research suggests that: • It was a fab day meeting like minded people, sharing issues and • 96% would like to attend a workshop in the future problems • 86% would rate them as a 9 or 10 out of 10 when recommending • I enjoyed learning more on caring for my horse a workshop to a friend • The material was relevant, well presented and very informative. • The fact it was delivered by the equine vets meant any other question about equine health/care could be answered too. • It was also lovely to meet the other delegates over lunch and learn about their backgrounds. • Concept was fascinating and lots of practical sessions • The opportunity to practice practical skills • Very useful and very well presented • Course content and varied delivery style, some practical some written • Thought course was fascinating. Really good.

XLEquine New Graduate Programme

One of the XLEquine objectives is to attract and retain the best staff within our practice, starting with the best vets. We are launching the XLEquine new graduate programme this year. The XLEquine Graduate Programme has a modular format, our four core modules are aimed at newly qualified vets and are exciting and innovative programmes designed to achieve excellence in practice. Each module is two days in length.

Module 1 Making the transition into practice

Module 2 Managing the equine emergency patient

Module 3 Clinical essentials part 1 – Dentistry and internal medicine

Module 4 Clinical essentials part 2 – Lameness and best practice wound care

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XLEquine 2016

Better Together! Prevention is XLEquine is the equine specialist division of XLVets. XLEquine has 32 member practices, geographically located through the UK, ranging better than cure from large equine referral hospitals to mixed veterinary practices with XLEquine members will actively make preventative health a priority for our an equine component, incorporating over 100 equine vets. practices in 2016. We will incorporate a preventative approach into the DNA of our practices. We will focus on increasing penetration of As progressive, independently-owned, veterinary practices, members vaccination, dentistry and parasite control, as well as supporting clients of XLEquine work collaboratively sharing knowledge, experience and of older horses with a broad approach to keeping horses healthy. skills, to offer excellence in practice to deliver a high level of cus- tomer care and equine welfare. The benefits of focussing on preventative healthcare are clear to all: XLEquine: In 2016 we are seeking to recruit 4 new equine member practices • Become recognised as leading the way for high standards of particularly in areas on the country where we have no presence such care in preventative medicine and valuing its importance as the South East. By recruiting new members we can increase our • Raise XLEquine brand awareness within the equine and engagement with horse owners nationally, increase the expertise veterinary industries within our group, spread the workload and further develop cam- XLEquine practices: paigns and initiatives to benefit all equine member practices. • Financial • Growth of preventative medicines We will be running two business training CPD events in 2016, for • Additional work generated on the back of preventative routine work non-member practices in order to raise awareness of XLEquine, to • Helps to balance seasonal work load demonstrate how we run training and the skills that we have already • Bonded happy clients within the group and to attract new members to want to join us. • Proactive disease prevention • Help to further build a reputation of clinical excellence Your support as these events would be greatly appreciated to help • Generates opportunities to communicate with clients spread the word of how membership of XLEquine benefits you! Horses: • Improved health and longevity with specific disease prevention • Minimise veterinary intervention • Herd immunity • Biosecurity Horse owners: • Happiness • Good relationship with their practice and vet • A functional, healthy horse • Reduced cost – both emotionally and financially • Insurance compliance An XLEquine steering committee has led and shaped the campaign. The members are: • Graham Hunter, Ardene House Veterinary Practice • Mark Tabachnik, Wright and Morten • Claire Hodgson, Wright and Morten • Sally Hodgson, Hook Norton Veterinary Surgeons • Chris Lehrbach, Chapelfield Veterinary Partnership • Wendy Furness, Scarsdale Veterinary Group

Thriving in practice - top tips!

• "Mental health isn’t a problem to be dealt with; it is something we should all be aiming for" • Take time to ask your colleagues how they are? • Complete a gratitude journal - writing down three positive things from each day has been shown to help achieve positive wellbeing. • Complete the Life Balance Wheel - focus on improving the area with the lowest number and review and repeat in three months. • Practice mindfulness - spend a few minutes a day paying more attention to the present moment.

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Using the XLEquine Brandmark

The XLEquine brand is one of the most valuable communication tools we have. It is essential to ensure consistency in the usage of the XLEquine brandmark, to create a stronger visual brand identity. When used correctly the XLEquine brandmark allows us to speak with one voice in the marketplace. The XLEquine brandmark can be used in a diverse range of applications, providing consistency across the equine group. The brandmark has a contemporary and simple structure, designed to emphasise that it is a ‘quality mark’ - defining and delivering the highest standards of veterinary practice and equine health.

The Brandmark

The brandmark is a key element of the XLEquine identity. In order for it to work effectively it needs to be reproduced correctly.

Sub Brand - visual elements 2. Reverse Out The XLEquine brandmark consists of three visual elements, shown If the brandmark is to be used on dark or coloured backgrounds below. All the elements must appear together at all times. where the primary version would not stand out then the version Combined, these elements help to portray the main objectives below should be used. of the XLEquine identity.

3. Greyscale At times there may be a requirement to use a greyscale (black and white) version of the XLEquine brandmark. This version should only 1. Primary Colour be used for example in press advertisements, where colour cannot Wherever possible on all visual communications the brandmark be used. should be used on a white back- ground, using the primary colours. RGB and web references for the colours are available if required.

PANTONE 187 C0% M100% Y79% K20%

PANTONE 443 C12% M0% Y12% K30%

PANTONE Process Black C0% M0% Y0% K100%

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Using the XLEquine Brandmark

Size of brandmark Brandmark usage In conjunction with brand positioning, legibility is vital. Shown For the brandmark to be represented effectively and for visual below is the minimum size that the brandmark should be used. clarity, when placed on a page it must be surrounded by an area To keep the detail and legibility, the brandmark should not be of clear space, referred to as the exclusion zone. As a guide the displayed any smaller than specified. exclusion zone should be the same size as the height of two ‘lozenges’ in the brandmark, as illustrated in grey below.

XLEquine clothing Co-branding The strongest positioning of the brandmark on clothing would be The XLEquine brandmark should never be displayed alongside a centre back or the left breast, supported by the brandmark on the third-party supplier or manufacturer logo on practice clothing. right sleeve. The XLEquine brandmark is permitted for use only with practice branding/logos and should be displayed in accordance with Size Guide: the guidelines below. Breast 80mm Back 200mm Sleeve 66mm XLEquine as a supporting brandmark All XLEquine practices should display the brandmark alongside their own to enhance client awareness of their position as a member. Never reproduce the XLEquine brandmark the same size or larger than the practice brandmark. As a guide it should be a third of the size of your practice brandmark.

Brandmark misuse Brandmark Name Please do not... Use XLEquine where the brand name appears within copy. XLEquine ✓ XLVets Equine ✖ ...stretch the brandmark ...stretch the brandmark ...rearrange the elements horizontally vertically of the brandmark XLVets equine ✖

...crop the brandmark ...change the colours ...use an incomplete version of the brandmark of the brandmark

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XLVets Training Services

Feedback from our members VetTech - December 2015 “VERY GOOD. The course was very involving, friendly and was a real confidence booster. The fast paced, informative and active 2 day course, that offered a mixture of practical and classroom based study ensured variety – would recommend!”

XLVets Training Services is the training arm of Farm Graduate Programme - October 2015 XLVets and aims to provide our practices, and “The Survival Skills aspect to the programme was the bit that I members and their clients with practical and was most surprised about. It was of huge value in building participative training courses to support them confidence, understanding how to communicate effectively in their professional development through our and the mastering medicines session was really useful.” award winning services VetSkills, FarmSkills and most recently for horse owners with our Small Animal Graduate Programme - EquineSkills Workshops. November 2015 “This programme was a big confidence booster! It was really useful talking through practical examples with peers and For our members… comparing how different practices do things.” “Discussing responsible antibiotic usage, surgical techniques and VMP classifications were just a few of the really useful actions that I will take away with me from this excellent programme” Equine Dentistry Course - November 2015 “This was a really great CPD course which was really tailored to the group. The environment was relaxed and this promoted me to feel confident to ask questions, no matter how big or small and I didn’t feel silly! Thank you!“

2016 Graduate Programmes Providing our members with practical, proactive and participative Farm Graduate Programme CPD to improve their skills and to benefit practice businesses is at the heart of VetSkills. We have a wide range of clinical and non- • Starting 4th May 2016 & 7th September 2016 clinical VetSkills CPD courses planned in for the year ahead – and • Reserve a place for your practice now. expert tuition coupled with the amazing trainer resource within the XLVet network of recognised RCVS specialists, diploma and Small Animal Graduate Programme certificate holders delivers excellence in skills provision. • Starting 14th April 2016 • Reserve a place for your practice now. How to enrol on a VetSkills course: Equine Graduate Programme There are a number of ways that XLVets members can enrol onto a • Launching November 2016 CPD course. • Reserve a place for your practice now. Book online: Visit www.vetskills.co.uk and find the course that you are looking for. You can pay for this course online, or alternatively request an invoice to be sent to your XLVets practice. Give us a call: Please give the XLVets Training Services team a call on 01765 608489. We would be happy to talk to you about any VetSkills courses and assist you with enrolling onto your chosen CPD course. Send us an email: Alternatively, if you would like to email [email protected] one of the team will respond to your request via email or give you a call to discuss your CPD requirements..

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XLVets Training Services

VetSkills calendar

Species Start Finish Workshop Location Trainer

Farm 08/02/16 08/02/16 VetTech - Young Stock Module North Yorkshire Phil Alcock

Farm 10/02/16 10/02/16 Dairy Genetics & Breeding North Yorkshire Neil Eastham

Farm 15/02/16 15/02/16 Feeding Fundamentals 1 North Yorkshire Phil Alcock

Farm April 2016 April 2016 Feeding Fundamentals 2 North Yorkshire Phil Alcock

Farm May 2016 May 2016 Feeding Fundamentals 3 North Yorkshire Phil Alcock

Farm May 2016 May 2016 Vet Tech Level 1 North Yorkshire Phil Alcock

Farm 25/05/16 26/05/16 Bovine Endoscopy Shepton Mallet Sotirios Karvountzis

Farm 05/05/16 June 2016 Farm Graduate Programme North Yorkshire XLVet Members

Farm 08/06/16 09/06/16 Bovine Endoscopy Shepton Mallet Sotirios Karvountzis

Farm 07/09/16 Nov 2016 Autumn Graduate Programme North Yorkshire XLVet Members

Small Animal 27/01/16 27/01/16 Investigation of Lameness Larkmead, Oxfordshire Tim Hutchinson

Small Animal 10/02/16 10/02/16 Feline Medicine Larkmead, Oxfordshire Sarah Packman

Small Animal 02/03/16 02/03/16 Introduction to Abdominal Ultrasound Cain Vets, Wales Mark Overend

Small Animal 03/03/16 03/03/16 Introduction to Echocardiography Cain Vets, Wales Mark Overend

Stuart Brown Small Animal 09/03/16 10/03/16 Basic Cruciate Course St Boniface, Devon & Tim Hutchinson Small Animal TBC April TBC April Practical Approach to Dermatology TBC Paul Sands

Small Animal TBC May TBC May Tooth Extraction TBC John Robinson

Small Animal TBC May TBC May Intra-Oral Radiography TBC John Robinson

Tim Hutchinson Small Animal 14/09/16 Nov 2016 Small Animal Graduate Programme Larkmead, Oxfordshire & Adrian Oliver Mark Tabachnik Equine 14/04/16 14/04/16 Equine Dentistry Fellowes Farm, Huntingdon & Richard Meers Liz Mitchell Equine Nov 2016 Feb 2017 NEW Equine Graduate Programme North Yorkshire & Rosie L&D 19/01/16 19/01/16 Customer Excellence Scott Mitchell, Northumberland Bobbi Flight

L&D 12/01/16 13/01/16 Train the Trainer Lantra House, Coventry Vince Holley

L&D 15/03/16 16/03/16 Train the Trainer Lantra House, Coventry Vince Holley

L&D 01/05/16 01/05/16 Train the Trainer Lantra House, Coventry Vince Holley

CPD Actif 04/02/16 08/02/16 Donít just do something - Stand there! Samoens, France TBC

CPD Actif 08/02/16 14/02/16 Beef Yourself Up Samoens, France TBC

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EquineSkills provides practical and interactive training to small groups of FarmSkills continues to help us bring the latest skills training to farmers horse owners through our experienced equine vets across our XLVet in our local areas through practical, hands-on, vet-led training. While practices. 2016 will see us concentrate on First Aid for your Horse, Foot DIY AI, Foot Trimming and lambing continue to be popular we have Care, Horses Inside Out and Feeding Fundamentals – The Inside Tract. broadened our range of topics to cover all aspects of dairy, beef, sheep and pig health and welfare which can be delivered as As members, there is plenty of support on stand-alone workshops or as part of a herd or flock health plan. hand to help you deliver workshops to your clients and beyond:

Website

Our interactive FarmSkills and EquineSkills websites list all our workshop dates and allow potential delegates to search for training in their area as well as booking and paying online to confirm their place.

Practice Portal practice.farmskills.co.uk

Bookings from the website appear on each individual practice’s portal to manage bookings, print off forms and certificates and order materials ahead of the workshop. If you would like a tutorial on how to use the practice portal effectively – please get in touch.

Workbooks and materials

Our expanding and peer reviewed range of workbooks and materials give delegates attending our courses a reference guide to take home after the training is complete as well as a variety of materials to help you with workshop delivery. Information on what’s available to buy and borrow is available on the toolkit areas of the XLVets website

Funding

We work hard to identify public and privately funded income including sponsorship to help make our training workshops cost effective for both farmer and trainer. We also market our workshops to identify training contracts across the livestock supply chain to secure additional XLVets Training Services: training delivery opportunities for our members. Olivia Taylor Marketing Email: [email protected]

We market courses through a variety of means including attending 6 national shows (4 farm and 2 equine), Tammy Brown advertising in the national farming and equestrian press, through social media and of course via our own website Email: [email protected] which receives almost 6,000 visitors per month. By organising your programme of training events well in advance, this gives you the best opportunity for your [email protected] courses to be marketed to a wider audience. Telephone: 01765 608489

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Member Services

IT services

XLVets is able to assist member practices with XLVets IT team: their individual practice IT requirements and marketing efforts. Services currently available Arron King include: IT Executive ● Email provision - We can assist member practices Email: [email protected] with web address (domain) purchase, setting up e-mail addresses for all practice staff and managing your Sean Middlemore practice e-mail to ensure a professional image to all IT Manager current and potential clients at a very cost effective rate. Email: [email protected]

Support requests: [email protected]

● Website design services We are able to offer modern, mobile friendly websites with advanced features through an easy to use content management system (CMS). All of our websites include CMSs, allowing practices to easily update information on their own website, as and when required. ● Text messaging - XLVets offers a highly competitive text messaging service, allowing practices to target their We can also offer upgrades to clients easily and effectively for appointment and vaccine existing practices websites if it reminders, special offers and alerting them to disease problems in their area such as Equine flu. is becoming unmanageable, non-mobile friendly or just looking a bit dated. If you have an existing website we also provide competitively priced web hosting on the cloud. The cloud is designed so you benefit from fast response times, excellent reliability, comprehensive data backups and high levels of security.

● Email marketing XLVets email marketing allows practices to create professional looking emails that can be sent to client XLVets is continually developing IT solutions to build and maintain and website packages, ensuring its members relationships alerting them can embrace the latest technology. to special offers, events and news. For further information on any of the services above or if you require assistance with any other IT matter please contact the XLVets office or email [email protected]

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Email, Web Forums and Website. How to Get Involved!

XLVets Website XLVets Web Forums

Registering To access the forums, login to the XLVets website and click on the It is not possible to register yourself on the website - if you are a forum link. Your XLVetID will grant you access to the forums, you do new member and would like access to the XLVets website please not need to register for the forums separately. contact your practice co-ordinator or the XLVets office.

Forum digests If you don't have regular access to the forums but would like to stay in the loop with discussions you can subscribe to either daily, weekly or monthly digests of topics for various areas such as farm, Improving communication equine, small animal or business management. within XLVets To subscribe to forum digests: 1. Login to the XLVets website As a remote group it is important that we have effective communication channels and that all members understand what 2. Access your profile by hovering over 'My Membership' and these are, and how to get the most out of them. Also, we all need clicking on 'My Profile' to ensure that all communications contain quality information that 3. Click 'Edit' people find useful and want to continue to receive or access. To help ensure group communications remain effective and people 4. Click on the 'Forum Digests' tab continue to choose to use them, here are two quick points for 5. Tick the digest lists that you wish to subscribe to and click 'Save' everyone to remember:

● E-mail group lists work well for disseminating information and support requests; such as advertising forthcoming events and training opportunities, technical information and for requests for help from other members. ● The Forums should be used for discussion topics; such as clinical and medical topics, medicines, case advice etc. Read on to find out how to access these, and more tools on the XLVets member’s area.

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Email, Web Forums and Website. How to Get Involved!

XLVets Resource Library

What is the resource library? It is a collection of presentations, documents, fact sheets and other materials that XLVet members have submitted for use within the group that can be used as reference material, or to support activities at practice level.

Where is the resource library?

● It is located within the members' area of the XLVets website. Simply log-in to the website and under Resources you will see a link for the Resource Library.

● The resource library is easy to use; simply search by keyword and/or species, category or file type such as presentations or PDFs, to bring up a list of all materials that fit your search criteria.

Uploading materials to the resource library:

● We would encourage all XLVet members to participate and submit materials they have prepared that would be useful for others.

PLEASE REMEMBER - all materials submitted should either be our own work, or you must have permission from the author that the materials can be used on the resource library.

● To submit materials to the resource library please go to Resources -> Resource Library -> Create Resource File and fill in all the fields and click Submit. Your resource will now appear in the library.

IMPORTANT NOTES: Downloading materials from the resource library:

● All XLVet members can download any item and tailor it for use within their practice, for example; presentations for farmer meetings, factsheets to send on to clients etc.

PLEASE REMEMBER - the contents of the resource library are not regulated; i.e. items are not checked for accuracy, or updated, by XLVets. Therefore it is your responsibility to check the accuracy of the materials you have downloaded with respect to your country and update, or amend, as required before you use them.

● If you are concerned about the content of any item on the resource library then please contact the XLVets office.

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XLVets Image Gallery XLVets Email Lists

What is the image gallery? Email It is a collection of images that XLVet members have submitted for use A number of email groups exist for XLVet Members. To maximise the within the group that can be used as reference material, or to support targeting of email the following lists have been established: activities at practice level. ● [email protected] - For all members ● [email protected] - For all members with a farm interest ● [email protected] - For all members with a small animal interest ● [email protected] - For all members with a management interest ● [email protected] - For all members with an equine interest ● [email protected] - For all members with a nursing interest ● [email protected] - For all members with specific equine nursing interest ● [email protected] - For all members with a marketing interest

Where is the image library?

● It is located within the members' area of the XLVets website. Simply log-in to the website and under Resources you will see a link for the Image Gallery.

● The image gallery is easy to use; simply search by description and/or tags, category, or animal group to bring up a selection of images that fit your search criteria. Uploading materials to the image gallery:

● We would encourage all XLVet members to participate and submit images they have prepared that would be useful for others.

PLEASE REMEMBER - all images submitted should either be your own work, or you must have permission from the These lists are all ‘closed’ lists meaning that only email accounts author that the images can be used on the image gallery. that are registered with the list (to receive emails) can send emails to the list. In other words, if you have two email accounts and one is ● To submit materials to the image gallery please go to registered on the email list and the other is not registered, you will Resources -> Image Gallery -> Add Image and fill in all the fields not be able to send emails to the list via the email address that is and click Submit. Your image will now appear in the gallery. not registered. Email list subscriptions

● Login to the XLVets website

● Access your profile by hovering over 'My Membership' and clicking on 'My Profile'

● Click 'Edit'

● Click on the ‘Mailing Lists’ tab

● Tick the mailing lists that you wish to subscribe to as well as the email address to use and click ‘Save’ When you click save - please note that it can take up to four hours for your subscription changes to come into effect.

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XLVet Member Services A-Z Guide

Below is a quick reference guide to a selection of information and services available to XLVets member practices. All the quick links provide details of where you can find out more from the members area of the XLVets website. A-Z guide Business Tools – Members Information -> Practice Management -> Business Tools 10 A range of business resources from IT through to business management and staff wellbeing. Add business resources here to be shared across 10 Years of XLVets – Members Information -> 10 Years of practices. XLVets Buyers Guidelines – Practice Services -> Buying -> Buyers A visual timeline depicting the growth and successes of XLVets over Guidelines the last ten years A C Caesar Audit – Members Information -> Farm -> Projects -> ACTH Re-test Voucher – Members Information -> Equine -> Farm Caesar audit ACTH Re-test Voucher Provides a brief outline to the purpose of the audit, contains links Activity Plans enabling participants to complete online surveys and copies of the Farm – Members Information -> Farm -> Farm Executive & outcomes to date. Planning -> Activity Plan Campaigns Equine – Members Information -> Equine -> Activity Plan Farm – Members Information -> Farm -> Campaigns Small Animal – Members Information -> Small Animal -> Small Animal – Members Information -> Small Animal -> Activity Plan Campaigns Business Management – Members Information -> Business Equine – Members Information -> Equine -> Campaigns Management -> Activity Plan Advisory Fuel Rates – Practice Services -> Vehicles -> Car Insurance – Practice Services -> Vehicles Advisory Fuel Rates Rates have been negotiated with NFU Mutual on car and premises insurance. Practices are eligible for the best corporate rates, plus an AGM – Members Information -> General -> AGM additional 5%. Contact your local NFU Mutual office for a quote. Details of past and present AGMs such as presentations, photo and presentations Charity Challenge – Members Information -> Charity Challenge AMTRA – Practice Services -> Training Services -> AMTRA To celebrate ten years of XLVets, member practices participated in a Details of training provided by XLVets for members studying for their round the world charity challenge. Here you can find out what we SQP qualifications all did, view photos and videos Credit/Debit Card Charges – Practices Services -> Credit/Debit Cards B Preferential rates have been negotiated with Global Payments. Confidential Feedback – Members Information Branding Use this confidential form to send feedback anonymously to the XLVets – Members Information -> General -> XLVets Brand XLVets Office. XLVets Small Animal – Members Information -> Small Animal -> XLVets Small Animal Brand Consultancy Services – Practice Services -> Buying XLEquine – Members Information -> Equine -> XLEquine The Evidence Based Veterinary Consultancy provides independent Brand advice to members. This support is most frequently in the field of Broomhall Buying Services Ltd – Practice Services -> Buying dairy cow, heifer and calf nutrition and production related diseases. -> Broomhall Buying Services Broomhall works to co-ordinate farm animal purchasing within the XLVets group. In addition it stocks a range of products from consumables and equipment to XLVet branded products and D POM-V medicinal products, as required by the membership. DairyCo Mastitis Control Plan Deliverers – Members Business Management Regional Groups – Members Information -> Farm -> Organisations -> DairyCo Mastitis Information -> Business Management -> Regional Groups Control Plan Deliverers

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Design & Branding – Practice Services -> Marketing -> Farm Regional Groups – Members Information -> Farm -> Design/Branding Farm Executive & Planning -> Regional Groups Blue Mango Design & Communication offers a range of services to FarmSkills – Practice Services -> Training Services help XLVet members stand out from the crowd through effective prac- Find out more about getting involved with the delivery of FarmSkills tice branding and marketing training from your practice. XLVets Diary – Members Information -> General -> XLVets FarmSkills Africa – Practice Services -> Training Services -> Diary FarmSkills Africa Directors Update – Members Information -> General -> Learn more about the project, the progress to date, and how to get Directors Update involved. FarmSkills toolkit – Members Information -> Farm -> FarmSkills toolkit E Facilities Search – Resources -> Search -> Facilities Search Want to find out what equipment and facilities are at other XLVet member practices? Then this is the place to come. E-Mail – Practice Services -> IT Services Fast, reliable and secure e-mail solutions for XLVets member practices Forums and individuals. Discuss topics such as business, IT and various veterinary matters. E-Mail Marketing – Practice Services -> IT Services Fuel Cards – Practice Services -> Vehicles -> Fuel Card XLVets provides members with a fast and reliable email marketing solution that allows your practice to communicate efficiently and pro- fessionally with clients. Employment Law – Practice Services -> Employment Law G Penninsula provides XLVets members with support to fulfil their legal obligations in the areas of Personnel and Employment Law. They Growth Accelerator Programme – Practice Services -> GAP provide a whole suite of documentation, management tools and An overview of the government funded coaching programme for support systems to enable the smooth running of the practice. small businesses. Equine Castration Audit – Members Information -> Equine -> Equine Castration Audit EquineSkills Toolkits – Members information -> Equine -> H EquineSkills Toolkits Find out more about getting involved with the delivery of Health & Safety – Practice Services -> Health & Safety EquineSkills training from your practice. The NFU Health & Safety service is available to every XLVets mem- ber practice. The service provides a team of dedicated consultants Small Animal E-Mail Advisory Groups – Members to assist practices with many areas of health and safety. There is Information -> Small Animal -> Email Advisory Groups access to training, newsletters and a full range of H&S documenta- Executive tion including risk assessments and H&S handbook. Full details are Farm – Members Information -> Farm -> Farm Executive & on the XLVets website. Planning -> Executive Equine – Members Information -> Equine -> Executive Online Health & Safety Training – Practice Services -> Health Small Animal – Members Information -> Small Animal -> & Safety -> Online Health & Safety Training Executive Grassroots HerdCheck – Practice Services -> Grassroots Business Management – Members Information -> Business HerdCheck Management -> Executive Grassroots Herd Check is a service owned by XLVets that allows members to convert milk recording data into useful monthly reports F for farm clients. Fleet Management – Practice Services -> Vehicles I CBVC Vehicle Management supply leased vehicles, finance for vehicles and offer fleet management services such as fuel cards and IT Services – Practice Services -> IT Services breakdown cover. Vehicle offers are sent out each month. Contact One of the secrets of success in veterinary practice promotion is suc- CBVC direct on 0844 7706845 for more information. cessful integration of both OFFLINE and ONLINE marketing. Find Farm Practice Exchange – Members Information -> Farm -> out about using XLVets IT services as part of your online marketing Farm Executive & Planning -> Practice Exchange strategy here. Insurance (Car and Premises) – Practice Services -> Insurance Special rates for XLVets member practices are available from the NFU.

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XLVet Member Services A-Z Guide

Image Gallery – Resources -> Image Gallery Moredun – Member Benefits -> Moredun Need a photo for a client presentation, or have you just taken a Details of XLVets associate membership of Moredun and what XLVet photo of an unusual case – whatever it is, make the image gallery member practices receive as part of this. your next stop – it’s a FREE resource where members can upload Meetings their photos and download images for use in their practice. Farm – Members Information -> Farm -> Meetings Equine – Members Information -> Equine -> Meetings Small Animal – Members Information -> Small Animal -> Meetings Business Management – Members Information -> Business Management -> Meetings Member Search – Resources -> Search -> Member Search Members handbook – Members information -> General Download the XLVets Members Handbook or view the online interactive booklet. Membership Self Assessment – Members Information -> Membership Self Assessment Intellectual Property – Practice Services -> Marketing The membership self assessment has superseded the points scheme A new online learning tool that can help you understand the basics where member practices complete a four monthly assessment to of Intellectual Property. determine whether the practice is getting the most out of their XLVet membership. J N Journals – Resources -> Journals A detailed list of the key veterinary journals and how to access News papers within them. All – Members Information -> News Farm – Members Information -> Farm -> News Equine – Members Information -> Equine -> News Small Animal – Members Information -> Small Animal -> News Business Management – Members Information -> Business K Management -> News KPIs – Practice Services -> KPIs NSA membership – Member Benefits -> NSA Practices submit quarterly KPI results which can be used to XLVets has taken a corporate sponsorship package with NSA; this benchmark business performance across XLVet practices. includes a web link, recognition in Sheep Farmer magazine, input into its content and a subscription for every member practice. L XLVets News – Members information -> General - > XLVets News Laboratory Services – Practice Services -> Buying Find out the latest deals and offers on laboratory services for XLVet member practices. LDA Survey – Members Information -> Farm -> Projects -> LDA Survey M Marketing Contacts Farm – Members Information -> Farm -> Marketing Contacts Equine – Members Information -> Equine -> Marketing Contacts Small Animal – Members Information -> Small Animal -> P Marketing Contacts Marketing Services – Practice Services -> Marketing Post-mortem Project – Members Information -> Farm -> XLVets Marketing Services has been setup to offer real world, tailored Projects -> Post-mortem surveillance project solutions for members seeking to develop their practice marketing Contains information and updates on the project, access to data and branding. Full details can be found on the XLVets website. online data capture and project partners.

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Practice Search – Resources -> Search -> Practice Search PrintWorks – Resources -> PrintWorks A print service offering a wide range of personalised materials such U as factsheets, stationary, campaign materials and much more. Universities – Members Information -> Universities/Students -> Universities V Vehicle Management – Practice Services -> Vehicles Vehicle Monthly Offers – Practice Services -> Vehicles -> Monthly Offers Vet Press Articles – Resources -> Vet Press Articles Q A range of published articles that feature XLVet members that are useful for other members only. To note* this is a separate resource Qualification Search – Resources -> Search -> Qualification to the press articles that feature within the public area of the XLVets Search website. Are you studying for a qualification and would like help from another XLVets member who has already completed the course? Veterinary Marketing Association (VMA) – Practice Services - Or do you want to talk to someone who has experience in a > Marketing specific area? Well a quick search here will list all the XLVet Find out what XLVets VMA membership can do for you. members who hold a specific qualification. VetSkills – Practice Services -> Training Services R Resource Library – Resources -> Resource Library An on-line store containing an array of materials provided by XLVet members for others to use. A quick search will find presentations on mastitis, copies of best practice articles, or whatever it is you might be looking for.

VetEMS – Members Information -> Universities/Students -> VetEMS S Video Gallery – Resources -> Video Gallery Visit the video gallery where you will find a host of CPD videos, Star Rated Products – Practice Services -> Buying captured at XLVet meetings. For full details of why the system exists, how it should be used and what pharmaceutical products are on the list visit the XLVets website. Small Animal Strategy – Members Information -> Small Animal -> Small Animal Strategy W Small Talk – Members information -> Small Animal -> Small Talk Website Plugins – Practice Services -> Marketing All the information you need to know, including the schedule and To make inclusion of XLVets various magazines and factsheets on website plugins. your websites straightforward, XLVets have developed some small Student Clinical Clubs – Members information -> plugins which will get a list of resources and display them within Universities/Students your website. XLVets will keep the list of these publications up-to-date Full details of all available student clinical club lectures. centrally so you don't have to maintain these yourself. Website design – Practice Services -> IT Services Webinars – Practice Services -> IT Services -> Webinars T What’s Coming Up – Members Information -> What’s Coming Up Text Messaging – Practice Services -> IT Services XLVets text messaging service offers practices a platform to communi- cate directly with their clients. Train the Trainer – Practice Services -> Training Services

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XLVets 2016

Notes

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www.xlvets.co.uk XLVets, Carlisle House, Townhead Road, Dalston, Carlisle, Cumbria CA5 7JF