Our Culture and Values

Our culture and values reflect our vision to continue to be the most comprehensive and integrated provider of veterinary services to animal owners in the UK.

Our culture and values reflect our purpose to give the best possible care to animals and our vision to be the veterinary company people most want to work for.

Individual attitudes and behaviours are key to our success. These values not only make us different, they also provide us with a sense of direction for consistent behaviour. They act as a foundation for our evolving culture as well as a guide describing what we can expect of each other and what our employees, customers and the communities in which we work can expect of us.

Our values are at the heart of how we work and they provide the inextricable link that ties all of these things together.

Customer focus

+ We value all our customers and treat them with warmth and respect
+ We communicate with our customers appropriately
+ We keep our commitments
+ We understand and manage customer expectations
+ We are focused on our customers’ and their animals’ needs
+ We make our customers feel welcome
+ We appreciate and act upon feedback

Our dedication to our customers is at the heart of our business.

Commitment to excellence

+ We get things right first time
+ We encourage employees to be innovative to improve the way we work
+ We accept feedback in a positive way and act upon it
+ We deliver a high quality service that differentiates us from others
+ We hold accreditation for our high standards of quality
+ We strive to find better ways of working, both individually and in teams
+ We demonstrate professionalism at all times

We constantly strive to achieve the highest possible standards in our day-to-day work and in the quality of services and products we provide.

Success through our people

+ New starters have a full induction and we give staff annual appraisals
+ We train everybody to do their job and provide progressive learning and development opportunities
+ We advertise all vacancies internally
+ We provide employees with the correct tools/resources to do their job
+ We value employee feedback via our consultation groups and surveys
+ We foster a collaborative and mutually supportive working environment for our staff
+ We assist all our employees in achieving their career aspirations

We attract, develop and retain the best people for our profession.

Honesty and integrity

+ We are accessible to all
+ We are fair and transparent
+ We act with integrity in all we do
+ We ensure a safe workplace
+ We are open to feedback
+ We keep our commitments
+ We trust each other to do a good job and give praise and encouragement
+ We value long-term relationships with our customers and suppliers
+ We own up to our mistakes

We treat our employees and customers with honesty and respect.