Event Overview

10:00 – 10:15 Registration & Welcome Refreshments

10:15 – 10:25 Welcome to Southfields: Our Services & Partnership with Primary Care

10:30 – 10:50 Growing a Career in Client Care: A Real-World Journey & Understanding the Referral Pathway: How We Support Your Teams

Speaker: Grace Surridge & Amanda Wing

• Personal progression stories
• How the referral patient 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
• Why insurance knowledge is important at referral level (leading into ManyPets talk)

10:50-11:20 Many Pets talk

11:20 – 11:45 Morning Tours ?? & Networking

• BVRA & Many Pets stand
• CCT stand (career pathways & training)
• Appreciation board

11:45 – 12:30 The Power of Client Care: Insights from the BVRA

Speakers: BVRA Team

• 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)

• 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

• 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 Tours if required.

Event Schedule

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

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