Operations manager Susannah Watkiss, care co-ordinator Chloe White and head nurse Izzy Cook from Harrison Family Vets.
New Leadership Programme Builds On Client Care Scheme Success At Family-run Vets
5 months ago 
801 views
A fast-growing independent veterinary group has launched a comprehensive new leadership and management development programme, as part of its commitment to developing leaders and supporting excellence across its expanding network of practices. The programme complements a recently launched development plan for care co-ordinators aimed at recognising and enhancing the vital role of front-of-house professionals.
Harrison Family Vets was founded in 2021 by managing director Tim Harrison and operations director Kristie Faulkner and opened its first site in Reading. Since then, the group has opened clinics in the West Midlands, Manchester, Middlesborough, Doncaster, Wigan, Leeds and Stoke, with a vision to open up to 30 practices across the UK by the end of the decade.
The new leadership and management development programme will support clinic directors and head nurses with structured, high-impact training over a two-year period. Delivered via a series of rolling face-to-face and remote training days, each module will cover key areas, including principles of leadership and management, managing budgets and resources, managing teams to achieve results and daily activity management. The programme will also provide team members with the opportunity to achieve a Level 3 Chartered Management Institute (CMI) qualification in management and leadership.
Managing director, Tim Harrison, commented: “As our business grows, it’s critical that our senior people are empowered with the knowledge, ability and confidence to lead their teams effectively. Investing in their development means we can maintain our culture, standards and client service – ensuring pets and their owners consistently receive the highest level of care.”
The new programme follows the success of the front of house care co-ordinator development plan, which was introduced earlier this year, and begins with a workshop delivered by an external trainer, focusing on the client journey and the distinct features that define the Harrison Family Vets experience.
Following the initial workshop, care co-ordinators complete assignments and upon completing further elements of the training, will be eligible for a salary increase. The following year, team members can progress to the next level of development offering a further salary increase upon completion, which will be a standout figure in the sector.
Harrison Family Vets’ operations director, Kristie Faulkner, added: “We are pushing the boundaries when it comes to delivering the very best experience for pets and clients visiting our practices. In 2023 we became the first organisation outside North America to be awarded the coveted Fear Free Veterinary Practice Certification, having trained our teams to reduce fear, anxiety, and stress in pets during visits and procedures.
“Every pet receives VIP treatment from the moment they arrive. With a pre-visit questionnaire that helps us to understand pets’ likes and dislikes when visiting the vet, we ensure they receive a warm and personalised welcome and our care co-ordinators play a crucial role in ensuring our clients and pets feel supported from the moment they make contact with us.
“Their role is varied, fast-paced and essential to delivering Fear Free practice and exceptional client service. They are often the heroes of our practices, so we believe they should be recognised and rewarded accordingly, and this structured development pathway is a key part of that.”
Harrison Family Vets also now offers a pathway to head care co-ordinator roles, creating long-term career opportunities within the group. Tim added: “With this approach to team development, we continue to position ourselves as a forward-thinking, people-first veterinary provider, committed to nurturing talent and delivering excellence in pet care whilst offering highly competitive salaries reflective of the hard work and dedication that our teams provide.”
For more information about Harrison Family Vets visit https://www.harrisonfamilyvets.co.uk
More from Harrison Family Vets
- Veterinary group recruits 100th team member just four years after launching
- Veterinary practice scores with stunning new Stoke City sponsorship deal
- Staffordshire's pets can breathe easy thanks to Stoke veterinary practice's donation
- Hat-trick of new openings in 2025 for independent veterinary group
- Fast growing veterinary group opens its seventh practice in South Leeds
4 days ago 