Could you introduce yourself to our members?
Hi, my name is Fran, I work as Practice Manager for a Small Animal Independent vets in South Wales called Bush House Veterinary Group which has been going since 1919. I have worked there for 15 years, during this time I have seen a lot of change from Mixed Practice to Small Animal in 2017. I have overseen the sale of one branch to the three we now have.
What are the high points in your career (so far!)
Achieving Accreditation for the practice was definitely a high for the whole team and really brought us together. We have since had two further reviews and the whole team work together and take pride in continuing to maintain these standards.
Changing from mixed practice to small animal only was a lot of work but this is what makes my role so interesting and during my 15 years I have learnt so much. After the change, seeing the focus on small animals really helped the business re-focus and build on our client relationships and services. Introducing our Pet Health Plan and seeing it grow year on year, leading to becoming a member only practice last year was also a high point having seen this process through and changing the direction and focus of our three branches.
What is the biggest career challenge that you have faced/are facing, and how did you overcome this?
When I first started working here we were already out to tender for a full refurb of one of our branches and I felt very ill equipped to manage. This process took a long time during which we worked for a few months out of a cabin in the carpark. I liaised with architects, council, builders, neighbours and hit quite a few brick walls – literally as this branch is a former pub! This was very challenging as rumours quickly spread that we had closed down, gone bust, and all sorts of other stories!
Of course once clients could see the branch taking shape this put paid to rumours and it was great to see staff and clients having a more comfortable space to be proud of. With hindsight I can see things we may have done a little differently, certainly communication is always key. However, I feel sometimes it is good to challenge ourselves and I think often we are more capable than we give ourselves credit for, it is these challenges into new territory that help us grow in confidence. There are always new challenges to face, currently we are looking to prepare for CMA report and its impact, new home visit specific service and reintroducing online booking . However, we have a good client base and I am sure we will overcome this.
You are a loyal VMG’s ShareSPACE attendee. What do you find most valuable from the sessions?
I am part of a local practice manager group which we started about 14 years ago. At one stage we had about six of us and we would meet up twice a year; it was a good space to talk, offload and help one another with challenges. Unfortunately with Covid and then so many independent vets becoming corporate, which meant they could no longer be part of our group, we reduced significantly in number. We also stopped meeting so often which I really missed.
This is why the ShareSPACE is so important to me. We learn so much from one another’s experience and it can help us enormously in what can be quite an isolating role. I really like that the space is not just practice managers but other roles too and people of all ages, some new to roles. It is really helpful to hear their stories and hopefully assist with ideas too.
I see the ShareSPACE growing as we need a space where we can be frank, it also helps us realise often we are not alone struggling in a certain area. The idea of breaking off into teams so that you join discussions on areas that you are specifically interested in at that time is great. I always look forward to the get togethers.
Off the back of ShareSPACE online, you are coming to VMG Congress 2026, to be part of our first ShareSPACE Live – what are you most looking forward to?
It will be nice to meet some of the people we have met in the group but it will also be great to introduce new people to the advantages of the group. Having a longer time to discuss topics will be really helpful and to have other professions on the panel who may be able to give us all further advice.
Do you have any advice for veterinary leaders or aspiring leaders considering joining the VMG or getting involved with its initiatives?
I would say go for it, you will feel listened to and supported which is essential and there are a wide variety of topics covered which you are asked to help choose. I am now looking to have one of my new managers join the next ShareSPACE and I know she will benefit from this experience, she will meet both experienced managers and those new in roles so will hopefully feel comfortable and able to share her experiences and contribute to topics whilst not feeling any pressure to do so – sometimes just listening is enough I think and from there you grow.
