In the overwhelming world of social media and communications, it’s hard to know what content to post for your clinic. In this interactive session, Dr James Ramsden – a veterinary marketing expert from Petpack – will talk about the fundamentals of communicating with clients through social media, and how to maximise the time you spend focusing on your social media and communications.

You’ll learn how to balance promoting your clinic through educational and emotional content, and learn what kind of content is best to support your clinic. This is an interactive session, so if you’d like to bring examples of your content and discuss them, that would be great!

About the Speaker

Dr James Ramsden is a vet with over 15 years of mass media and online marketing experience. James founded Petpack – Australasia’s only digital marketing agency run by vets, for vets, after recognising the need for effective and regular communication to pet owners to increase animal health outcomes. James, and the Petpack team of both marketing and veterinary experts, use digital marketing to help vet clinics in two main ways: 1) Growth – using websites, Google Ads and other professional tools for clinics that are just starting out or simply want to grow or enhance their practice traffic, and; 2) Bringing pet owners back – using regular, vet-curated content to educate pet owners and keep them returning regularly, rather than waiting for the next emergency. James and the team (including veteran office dogs Poppy and Griff) are always happy to have an informal chat about how they can help your vet clinic thrive.

This discussion is tailored for frontline nurses and receptionists who manage emergencies, including those who handle phone calls and greet clients. We will focus on identifying medical conditions that may seem stable but require urgent care, effective communication techniques when dealing with distressed clients over the phone, and strategies to prepare your team for emergencies. Through interactive scenarios, we’ll practice streamlining the triage process to ensure it is efficient and effective. We aim to equip everyone with the skills needed to confidently manage critical situations and provide optimal care to our clients in need.

About the Speaker

Emma has built a career in veterinary nursing with a focus on advanced specialties. Her qualifications include a diploma in veterinary nursing with the Royal College of Veterinary Surgeons, followed by a postgraduate certificate in anaesthesia and more recently a certificate in emergency and critical care.

With 14 years of experience in referral medicine, Emma has rotated through various specialties including internal medicine, oncology, surgery and emergency and critical care. Emma has dual registration with both the RCVS and VNCA.

As a training coordinator, Emma plays a crucial role in educating and supporting fellow nurses, particularly in advanced anaesthesia and critical care. Her keen interest in pain management and anaesthesia underscores her dedication to improving patient care and outcomes in challenging clinical settings.

In this dynamic 20-minute presentation, “Onboarding Success: Elevating Your Receptionist Role from Day One,” we will delve into the essential steps for transforming a newly hired receptionist into a cornerstone of your veterinary practice. This session is specifically designed for Veterinary Practice Managers and Receptionists to enhance understanding and implementation of effective onboarding practices.

Key Highlights:

1. Setting Up for Success: Your Ideal Candidate
   Learn how to build your ideal candidate profile and establish clear competencies when recruiting a receptionist that will align with your practice’s goals. Discover strategies for outlining expectations and creating a structured environment that fosters accountability and performance.
2. The Power of Ongoing Quality Assurance (QA) and Coaching
   Understand the importance of continuous feedback and quality assurance in maintaining high standards of customer service. Explore practical approaches for regular coaching sessions that empower receptionists and help them excel in their roles.
3. Stress Management Techniques
   Address the unique stressors faced by veterinary receptionists and implement effective stress management strategies. Gain insights into creating a supportive work environment that promotes well-being and resilience.

Join us for this engaging presentation to equip yourself with the tools and knowledge needed to support your receptionists, boost their performance, and enhance overall practice efficiency. Whether you’re managing a new hire or refining existing processes, this session will provide actionable strategies to ensure your receptionist team thrives and contributes to the success of your veterinary practice.

About the Speaker

Alana Hurley is the Veterinary Nursing and Clinical Support recruitment for General Practice and Specialty and Emergency sites Australia-wide for Greencross Vets.

In this talk, we’ll explore the often-overlooked importance of follow-up calls in veterinary care. We’ll discuss how these simple yet impactful calls can enhance patient outcomes, strengthen client relationships, and boost business success. By focusing on the crucial role receptionists play in this process, we’ll uncover how follow-up calls can be a key driver of both clinical excellence and client satisfaction. Whether you’re looking to improve patient care or grow your practice, this talk will provide valuable insights into harnessing the full potential of follow-up communication.

About The Speaker

I began my career in the veterinary industry in 2012 as the first and only receptionist at Snowy Vets. With no prior experience in the field, I embraced a steep learning curve, quickly mastering the nuances of veterinary care and client relations. Over time, my role expanded beyond the front desk to include responsibilities in client communication, marketing, and administrative tasks. As Snowy Vets grew, so did my responsibilities, eventually moving into a management role where I led a team and implemented innovative procedures to enhance the clinic’s operations.

I strongly believe that receptionists are essential in building trust between clients and clinics, reducing the pressure on veterinarians, and ensuring every client feels heard and cared for. My experience has taught me the importance of maintaining strong client relationships, improving patient outcomes, and driving business success.

Unlike doctors, vets are expected to treat more than one species! Just like a cat is not a small dog, ferrets are not small cats, a bird has different needs to a lizard, and a rabbit that hasn’t eaten for several hours can be an emergency.

In this interactive session, we will learn the unique traits of common exotic animals seen in general practice, and how these characteristics can affect their behaviours and health. We will find out what constitutes an emergency in exotic animal medicine, which animals might need special attention and more consultation time, and which cases may have public health implications.

About the Speaker

Joanne Sheen
Senior exotic animal veterinarian
Sydney Exotics & Rabbit Vets

Dr Jo Sheen graduated from the University of Edinburgh. She is a Diplomate in the American Board of Veterinary Practitioners in Exotic Companion Mammal Practice, and holds the RCVS Certificate in Zoological Medicine from the United Kingdom. She is currently the senior associate at Sydney Exotic and Rabbit Vets, Australia.

Jo has presented and published on various exotic animal topics both within Australia and internationally. She is passionate about making the practice of good quality exotic animal medicine accessible to all veterinary professionals. Her professional interests are in hepatic and gastrointestinal diseases of rabbits.

Difficult client interactions are the number one cause of poor mental health in veterinary team members who frequently encounter verbal abuse, poor treatment and disrespect, complex interactions with distressed and grieving clients, unrealistic demands, guilt, manipulation, and the perception that we are in it for the money. In this lecture learn how to navigate difficult client interactions using conflict theory and the neuroscience of stress and resilience. Cat will also share the strategies and framework she uses in her “Vet Complaints Support” (VCS) business, which is a subscription service in which clinics outsource the handling of client feedback, concerns and complaints to VCS while receiving support and guidance.

About the Speaker

Cat Walker is a Registered Veterinary Nurse, Lawyer, Mediator, International Speaker, and Associate Lecturer at the UQ School of Veterinary Science. Cat has a wealth of experience in the veterinary sector including ownership and management of general practice and emergency hospitals. Cat empowers veterinary teams to maximise patient outcomes by navigating common lines of conflict using evidence-based strategies grounded in conflict theory and neuroscience. With a past life in performing arts, Cat’s skills as a speaker shine through with her interactive, engaging, yet extremely professional style. Delegates benefit from the pragmatic nature of Cat’s talks in which her goal is for individuals to walk away with clear strategies that they can apply to their working lives. Cat is the voice and mind behind the Radio Vet Nurse podcast with over 70,000 downloads.

Getting a bad Google Review… it’s a clinic’s worst nightmare, right?! It can certainly be stressful to receive a negative review, but it doesn’t have to be all bad news. In this interactive session, Dr James Ramsden – a veterinary marketing expert from Petpack – will explain the importance of Google Reviews and how they drive a large percentage of your business, how to manage stress around responding to negative reviews, and strategies for getting the most and best reviews possible!

About the Speaker

Dr James Ramsden is a vet with over 15 years of mass media and online marketing experience. James founded Petpack – Australasia’s only digital marketing agency run by vets, for vets, after recognising the need for effective and regular communication to pet owners to increase animal health outcomes. James, and the Petpack team of both marketing and veterinary experts, use digital marketing to help vet clinics in two main ways: 1) Growth – using websites, Google Ads and other professional tools for clinics that are just starting out or simply want to grow or enhance their practice traffic, and; 2) Bringing pet owners back – using regular, vet-curated content to educate pet owners and keep them returning regularly, rather than waiting for the next emergency. James and the team (including veteran office dogs Poppy and Griff) are always happy to have an informal chat about how they can help your vet clinic thrive.

This seminar is designed for veterinary receptionists, who play a crucial role in supporting clients during one of the most challenging moments of their lives—making the decision to say goodbye to their beloved pet. We will explore how to handle that initial, often emotional, phone
conversation when a client contacts the clinic to arrange a euthanasia appointment. The focus will be on the receptionist’s role in building a compassionate rapport, carefully gathering essential information and triaging while helping our clients feel more prepared and easing the
fear of the unknown.
We will discuss the importance of asking sensitive questions to better understand the pet’s temperament, as well as the owner’s past experiences and level of understanding about the euthanasia process. Additionally, we will share useful resources, including email templates that can be sent to clients, offering guidance on topics such as assessing Quality of Life (QOL), recognising when it might be time, what to expect during the appointment, grief support and the
available aftercare options.
Our aim is to empower receptionists with the confidence to engage in these delicate conversations, particularly exploring ways to openly discuss costs and aftercare options ahead of time. This lecture is about equipping veterinary receptionists with the tools to foster a compassionate and supportive environment, making a difficult experience a little easier for everyone involved.

About the Speaker

Danii has enjoyed a fulfilling 15-year career in veterinary nursing, with nearly a decade in emergency and critical care. Now, as the dedicated Practice Manager for Rest Your Paws, one of Australia’s leading in-home palliative care services, she ensures that every pet’s final journey
is handled with love and sensitivity.
Danii’s passion for palliative and end-of-life care was ignited by her experience in emergency medicine, where she witnessed how compassionate support can profoundly impact both patients and clients during their most challenging moments. This journey has fueled her commitment to assisting pets and their families navigate difficult decisions with both empathy and professionalism.
Outside of work, Danii is a devoted helicopter parent to her spirited ginger cat and often finds herself longing for the coffee culture of Melbourne.

In this concise 10-minute presentation, “Sniffing Out the Cash – The Basics of Veterinary Practice Economic Flow,” we will unravel the fundamental aspects of cash flow within a veterinary clinic. This session offers a clear and accessible overview of how money moves through your practice, from client payment to payroll, and highlights the crucial role of understanding this flow in maintaining smooth business operations.

Expanded Synopsis:

1. Introduction to Cash Flow Cycle
   We will begin with a brief overview of what cash flow is and why it is essential for the financial health of a veterinary practice. Understand the concept of cash flow as the movement of money through various stages of your business operations and its impact on day-to-day functioning.
2. From Payment to Payroll: The Journey of Cash
   Explore the step-by-step journey of money once a client makes a payment. We’ll break down the process into key stages:
   • Client Payment: Where the money first enters the practice and how it is recorded.
   • Revenue Allocation: How funds are allocated towards different operational costs, including veterinary supplies, utilities, and other overheads.
   • Expense Management: The process of managing operating expenses, including salaries, rent, and maintenance.
   • Payroll: The flow of cash to employee salaries and benefits, and its significance in keeping the practice running smoothly.
3. Understanding the Importance of Cash Flow
   Discuss why a clear understanding of cash flow is vital for making informed financial decisions, maintaining financial stability, and ensuring that the clinic can cover both short-term expenses and long-term investments.
4. Identifying Cash Flow Challenges
   Highlight common cash flow challenges that veterinary practices face, such as delayed payments, unexpected expenses, and balancing income and expenditures. Briefly address strategies for managing these challenges effectively.
5. Interactive Component: Quick Case Study
   Engage participants in a brief, interactive case study that illustrates a common scenario involving cash flow issues. This will help solidify their understanding by applying concepts to a practical example.

By the end of this presentation, participants will have a foundational understanding of how cash flows through a veterinary practice, from the initial client payment to payroll and beyond. This knowledge will empower practice managers and receptionists alike to better grasp financial operations, contribute to more effective budgeting and planning, and support the overall economic health of the clinic.

The way the Customer Care team communicate with prospective and regular clients can make or break their relationship with our clinic. In this session we will examine  verbal and non-verbal communication, the importance of first impressions and why building relationships is paramount to our patients receiving the best care possible.

Supporting clients through their pet’s end-of-life journey is one of the toughest and most emotionally charged aspects of a veterinary receptionist’s role. Our clients are often overwhelmed with grief, navigating a complex mix of emotions- ranging from sadness, anxiety, and uncertainty to relief, anger, guilt and heartbreak. Working on the front line, receptionists are often in a position where they have to console and support pet owners without any formal training in grief support.

We will look specifically at the key touchpoints where veterinary receptionists play a pivotal role in providing emotional support to clients, from the initial phone call to schedule a euthanasia appointment to the final return of ashes. Through a better understanding of what our clients really need from us in these moments, we can tailor our communication to ensure we handle these conversations with empathy, compassion and confidence.

You will leave this session equipped with a practical toolbox of communication micro-skills, a refreshed vocabulary, and precise phrases to help you communicate effectively with grieving pet owners. We’ll provide real life examples, guides and handouts to enhance your ability to support clients through their most vulnerable moments, making a profound difference in their experience and your professional fulfilment.

About the Speaker

Dr. Courtney Prue is the founder and lead veterinarian at Rest Your Paws, one of Australia’s first and largest in-home palliative care and euthanasia services for beloved pets. At the forefront of end-of-life services for pets across Australia, Rest Your Paws collaborates closely with veterinary clinics in NSW, Victoria, Queensland, South Australia and Western Australia.
Dr. Courtney leads a team of incredibly compassionate veterinarians, nurses, support staff and grief counsellors, dedicated to providing pet owners with invaluable emotional support and expert guidance throughout their beloved pets’ end-of-life journey.
Rest Your Paws is also committed to elevating the standard of palliative care throughout Australia. Their team collaborates with universities and TAFE nationwide to advance end-of-life training as well as providing in-clinic training for both general practitioners and referral hospitals.
As part of their dedication to education and desire to enhance industry standards, Rest Your Paws continually develops and shares resources to empower veterinary professionals in delivering a more compassionate and thoughtful euthanasia experience within their clinics.

Join Vets for Climate Action’s CEO for an interactive session to learn more about the impacts of climate change in, and on, veterinary practice, and share how vet receptionists can support sustainability in practice, and drive change in their communities.

About The Speaker

With over two decades of experience in operational logistics and business strategy, Steff has honed her expertise in leading teams and executing complex programs across Europe and Australia. A former lawyer with a deep understanding of both granular details and overarching strategy, she excels at simplifying intricate logistics for a seamless user experience. Steff’s career has spanned from hands-on administrative support to high-level C-suite roles like Chief Operating Officer, providing her with comprehensive insights into project management and business delivery.
Passionate about climate advocacy, Steff has also contributed her skills to organisations like Environmental Leadership Australia. As CEO of Vets for Climate Action, Steff is proud to work with caring and concerned veterinary professions to be the voice of all animals, calling for immediate action on the biggest threat to animal health and welfare: climate change. She thinks (hopes?) she’s the fun aunt to her niblings and fur-niblings!

Discover the journey from being the first dedicated receptionist in a veterinary practice to becoming a business partner. This talk explores the importance of continuous learning, embracing opportunities and the impact of strategic planning. Learn how pushing boundaries and seeking knowledge beyond the industry can lead to personal and professional success.

About The Speaker

I began my career in the veterinary industry in 2012 as the first and only receptionist at Snowy Vets. With no prior experience in the field, I embraced a steep learning curve, quickly mastering the nuances of veterinary care and client relations. Over time, my role expanded beyond the front desk to include responsibilities in client communication, marketing, and administrative tasks. As Snowy Vets grew, so did my responsibilities, eventually moving into a management role where I led a team and implemented innovative procedures to enhance the clinic’s operations.

I strongly believe that receptionists are essential in building trust between clients and clinics, reducing the pressure on veterinarians, and ensuring every client feels heard and cared for. My experience has taught me the importance of maintaining strong client relationships, improving patient outcomes, and driving business success.

In this dynamic 30-minute session, you’ll learn how to communicate effectively with your team about the most important issues. Develop the ability to identify conversations that will move the team forward toward greater cohesion. Approach conflict by having courageous conversations that treat everyone with dignity for the best outcomes. Enhance team connection by creating or refining a Code of Cooperation, and much more. This talk will equip you with practical tools to strengthen your team’s communication and collaboration.

About the Speaker

Jen is a dynamic Business Coach, Consultant, Facilitator, and Speaker with over 13 years of experience, including 8 years specialising in the medical industry. Her passion for behavioural and psychological growth underpins her dedication to helping businesses and individuals achieve their full potential. With qualifications in Business Coaching, Consulting, Neuro-linguistic Programming, counselling, conflict management, and strategic communication, Jen excels at crafting effective growth strategies and inspiring transformative change. Her diverse skill set and innate ability to motivate and guide clients make her invaluable in driving success and fostering development.

In this 30-minute interactive workshop, “Mastering the Schedule: Common Mistakes and how to avoid them,” we’ll delve into the critical elements of effective scheduling within a veterinary practice. Designed specifically for receptionists, this session will uncover frequent scheduling pitfalls and provide actionable strategies to enhance scheduling accuracy and efficiency.

Workshop Breakdown:

1. Identifying Common Scheduling Mistakes
   Begin with an overview of typical scheduling errors in veterinary practices, such as overbooking, underestimating appointment times, and miscommunication with clients and team members. Through interactive discussion and real-life scenarios, participants will identify these mistakes and their impacts on daily operations.
2. Interactive Group Activity: Case Studies
   Participants will break into small groups to analyze case studies based on real-world scheduling challenges. Each group will identify mistakes and propose solutions, fostering collaborative problem-solving and sharing of best practices.
3. Best Practices for Effective Scheduling
   Transition to a review of best practices for scheduling, including strategies for accurate appointment time estimation, balancing the schedule to prevent bottlenecks, and using scheduling software effectively. Participants will discuss how to apply these practices to common scheduling issues.
4. Role-Playing Scenarios
   Engage in role-playing exercises to practice handling scheduling conflicts, rescheduling appointments, and managing high-pressure situations. These scenarios will help receptionists build confidence in addressing real-time scheduling challenges and communicating effectively with clients.
5. Developing Personal Action Plans
   Conclude the workshop by having participants create personal action plans to address the scheduling challenges they face in their own practices. Each participant will outline steps to implement the best practices discussed and strategies to avoid common mistakes in their daily routines.

By the end of this interactive workshop, veterinary receptionists will have a clear understanding of common scheduling pitfalls and equipped with practical tools and strategies to enhance their scheduling practices, ultimately improving clinic efficiency and client satisfaction.

How often in the last few months has someone asked you how you are or how your day is going, and you’ve said “busy” or some derivative of?

Most people are feeling busier than ever across the globe, let alone in our intense, demanding profession. Our to-do list feels never ending. Even ignoring the demands of work, the car needs a service, I need to remember the kids’ bookweek costume, my car is overdue for a service, I need to renew my passport and buy a present for the mother-in-law… It feels like it’s an impossible list. And it almost certainly is!

But is it helpful? Does it serve us? And mostly importantly, do we have control over this spiral of continually feeling overwhelmed by our busyness?

This short engaging session gives a fresh perspective (and real answers) on coming to terms with not being able to do everything, deciding what to prioritse, and practical, actionable ways to take back control of your to-do list (without adding any more to it)!

About The Speaker

Dr Jess Moore-Jones is an occasional vet, a slightly-too-relaxed business owner, a no BS-consultant, and an engaged mum (except at 5am).

Having led teams large and small, from animal shelters to zoo departments to specialist hospitals, Jess is slightly annoyingly obsessed with keeping veterinary professionals engaged, fulfilled and resilient in our profession. After a leadership career of transforming toxic cultures, reducing staff burnout, and helping nurture the self-awareness of leaders, Dr Jess decided that she could support more vets by bringing her skills to any organisation that had the courage to recognise that they needed some help.
Now she runs Unleashed Coaching and Consulting, which works with vet clinics to build resilient teams, thriving cultures, and a sustainable profession. We provide clinics with the tools, support and accountability to transform toxic cultures into thriving ones and enhance the resilience and mindset of their teams, helping them retain staff, improve patient care, and create thriving businesses.

In this engaging 10-minute presentation, “Unleashing Value: Persuading Clients to Recognize the Worth of Your Veterinary Services,” we will explore effective strategies for helping clients understand and appreciate the true value of the veterinary care your clinic provides. This session will equip veterinary professionals with practical techniques to communicate the benefits of their services clearly and compellingly.

Expanded Synopsis:

1. Understanding Client Perceptions of Value
   Begin with an overview of how clients perceive the value of veterinary services. Discuss common misconceptions and factors that influence their understanding, such as pricing, service quality, and perceived necessity.
2. Communicating the Value Proposition
   Learn how to articulate the unique value of your services. Highlight key points such as:
   • Expertise and Experience: Showcase the qualifications and experience of your veterinary team.
   • Comprehensive Care: Emphasize the breadth and depth of care provided, including preventive, diagnostic, and treatment services.
   • Client Education: Explain how educating clients about their pets’ health and the benefits of recommended treatments can build trust and appreciation.
3. Using Client Testimonials and Success Stories
   Discover the power of client testimonials and success stories in demonstrating the value of your services. Learn how to effectively use these endorsements to highlight the positive impact of your care on pets’ lives.
4. Enhancing Client Experience
   Explore strategies to enhance the overall client experience, from providing exceptional customer service to creating a welcoming environment. A positive experience can reinforce the perceived value of your services.

By the end of this presentation, participants will be equipped with practical tools and insights to effectively convey the value of their veterinary services, ultimately fostering greater client understanding and appreciation.

In this engaging 20-minute presentation, Stuart McNaught from Westpac shares insights into the importance of streamlined payment systems and working capital management for veterinary practices. Drawing on his 15 years of experience, Stuart highlights how efficient, client-friendly payment processes—such as same-day settlement, PayID, and integrated Practice Management Software (PMS)—can significantly improve cash flow, reduce administrative burdens, and enhance the overall client experience. He emphasizes the crucial role of veterinary clinic staff in handling sensitive payment conversations and how modern payment solutions can help maintain both financial health and positive client relationships.

About the Speaker

Stuart McNaught is the Director of Payment Partnerships at Westpac, where he has dedicated over 14 years of his career. With extensive experience in the banking industry, Stuart plays a crucial role in driving transactional growth and establishing strategic partnerships to enhance Westpac’s payment offerings. His expertise and long-standing commitment to the bank underscore his deep understanding of the financial sector and his ability to navigate complex challenges in the evolving payments landscape.

Most people have heard the term Emotional Intelligence but many people lack an in-depth understanding of what it actually means. In this session you will:

• Discover the pillars of Emotional Intelligence
• Understand how Emotional Intelligence can impact your communication with both colleagues and clients.
• Gain some valuable tips to grow your Emotional Intelligence