Event Overview

10:00–10:15 — Registration & Welcome Refreshments

10:15–10:25— Welcome to Southfields: Our Services & Partnership with Primary Care
Speakers: Grace Surridge, Jo R (BRM), SLT representative

10:25–10:30— Loo Break / Drinks

10:30–10:50— Understanding the Referral Pathway: How We Support Your Teams
Speaker: Grace Surridge Overview:
How the referral journey works
How Client Care & Finance support patients and referring practices
Communication expectations and collaboration
How primary care and Southfields can enhance the client experience together

10:50–11:00 — Growing a Career in Client Care: A Real-World Journey
Speaker: Amanda (Lead CCT)
Overview:
Personal progression story

11:00–11:45 — Morning Tours & Networking
Hospital tours
BVRA stand
CCT stand (career pathways & training)
Appreciation board

11:45–12:30 — The Power of Client Care: Insights from the BVRA
Speakers: BVRA Team
Overview:
National CCT survey findings
The evolving role of Client Care
How managers can support and develop CCT teams
Courses and pathways available
Interactive activity

12:30–13:15 — Lunch (45 minutes) Afternoon Tea

13:15–14:00 — Rabbit Emergencies: A Practical Guide for Reception Teams
Speaker: Dominique Byron-Chance (Exotics Vet)
Overview:
Common rabbit emergencies
What reception teams may hear on the phone
When to refer
How to support owners confidently

14:00–14:30 — Celebrating Client Care: Stories, Achievements & Appreciation
Speakers: SFVS CCT team
Overview:
Sharing the Southfields CCT Appreciation
Ideas for celebrating teams
CCT members reflect on delegate ideas
Highlighting what people love and are proud of in their roles.
CLOSE  extra Tours if required.

Event Schedule

The event will begin at 10:00 and should last approximately 4 hours 30 minutes.

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