CVS rolls out new Confidence in Consulting training programme
CVS is rolling out a new Confidence in Consulting training programme in practices. The aim is to increase colleague confidence and enhance the quality of client communication in consultation rooms across the group’s Companion Animal division.
The innovative training will employ a successfully tested model taken from human healthcare. Created by Dr. Martin Brunet - a GP, former GP training scheme Programme Director and author - his ‘two houses’ model focuses on two key consult objectives: working out what matters (discovery) and deciding with the client what to do about it (decision).
The two houses model highlights that effective consulting is a process built on relationships, empathy and genuine shared decision making, not a rigid checklist. It also facilitates vets and nurses to consult authentically and in their own style.
CVS’ Confidence in Consulting will employ a train-the-trainer approach. ‘Super’ trainers will trained directly by Martin Brunet during a two-day intensive course.
The super trainers will then run day courses to train a coach in each of CVS’ companion animal practices. Coaches will in turn train practice teams, starting with vets with up to three years’ experience before rolling out to all vets across the group, with the support of the super trainers.
All CVS’ VetGDP Advisors will also be trained as Confidence in Consulting coaches. The training rollout will see every new graduate[i] undertake a minimum of three observed consultations a month, followed by detailed feedback. In addition, graduates will be encouraged to observe a variety of vets consulting in real environments to build a diverse toolbox of skills and develop their own consulting style. Confidence in Consulting will also be delivered at the CVS new graduate residential weeks.
Mark Moreton, Director of Learning and Development at CVS, said:
“Understanding people and their lives means offering better advice and care for their pets. Our consulting should be a conversation based on connection, empathy and understanding.
The goal is not to enforce a single model. The training is designed to encourage all vets and nurses to reflect on, foster and forge their own communication style - and to strive for continuous improvement. We also want to support our young vets in developing these skills.
This new programme marks the start of a step change in CVS. It is the beginning of an ongoing focus on consulting and communications skills – not just in simple situations but in complex, challenging and emotionally-charged situations. We hope to transform the way care is delivered in our practices and how we are perceived by our clients.”
CVS strives to offer the best learning, education and development - offering industry leading courses, multiple sites for on-the-job training, and a network of experienced colleagues offering support.
An in-house team develops LED, with 60% of courses delivered internally. The company offers leading clinical CPD, enabling teams to recommend up-to-date evidence-based treatment. CVS Knowledge Hub offers over 700 courses covering clinical and non-clinical training and hosts multiple hubs for one-stop-shop learning. In addition, BSAVA’s full library of veterinary resources are offered free to our colleagues.
CVS Regional Clinical Leads support practices in achieving the highest standards and help them implement quality improvements, whilst an Advanced Clinical Services Network supports primary care colleagues to make advanced treatments widely available. In addition, CVS vet-to-vet telemedical service Vet Oracle offers Specialist interpretation of results and practical virtual assistance to vets.