Our Culture and Values

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.

Our approach

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 colleagues, our 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.

In 2022, we completed a Group-wide culture survey in which our colleagues fed back their experiences of inclusion, support and fairness within CVS. We are using this feedback to guide our colleague-led Equity, Diversity and Inclusion (EDI) groups, focusing on Ability and Neurodiversity, Ethnicity, Social Mobility, Gender and LGBTQ+. The groups have great passion for this hugely important subject and are already helping us identify ways in which we can further improve. We are in this for the long term, and we recognise that sustainable cultural and systemic change will take time. We are building a comprehensive EDI strategy, which will evolve over time as we respond to what we are achieving and what our colleagues are telling us.

Customer focus

Our dedication to our customers is at the heart of our business and we are focused on our customers’ and their animals’ needs. We treat our customers with warmth and respect, we make them feel welcome, and we keep our commitments.

4.8 employee Net Promoter Score

Commitment to excellence

We constantly strive to achieve the highest possible standards in the quality of services and products we provide. We look for better ways of working, both individually and in teams, and we encourage colleagues to be innovative to improve the way we work.

280 active Wellbeing Champions

Success through our people

We aim to attract, develop and retain the best people. We foster a collaborative and mutually supportive working environment, and we assist all our colleagues in achieving their career aspirations, with progressive learning and development opportunities.

374 managers who completed “Supporting the Wellbeing of Your Team” training

Honesty and integrity

We treat our colleagues and customers with honesty and respect. We strive to ensure safety and accessibility in all areas of our business. We act with integrity in all that we do, being fair, transparent and accessible to all. We are open to feedback and we own up to our mistakes.

5 EDI working groups

How we demonstrate our values

We achieve success through our people: The companion animal practices within CVS collectively received an RCVS Knowledge Champion Award in 2021, for auditing small animal ear
cytology on a national scale over a long period, resulting in an increase in diagnostic tests and a reduction in antibiotic use across a wide range of practices.

We act with honesty and integrity: Many of our colleagues are already demonstrating inclusive behaviours, but we recognise that we can always do more to recognise and celebrate these inclusive behaviours. With the help of our colleague EDI groups, we’re building an inclusive behaviour framework to help everyone understand what they can do to foster inclusivity within their teams.