Operational Support

The Operational Support service provides you, as a practice leader project based, hands on help to move key initiatives forward. Whether you’re launching a new service, refining workflows, developing protocols, or guiding your team through periods of change, I offer focused and practical support that delivers measurable value.

Fixed scope support for the problems that are actually costing you time, money, and people

Each of the 3 packages are scoped, priced and time bound, so you know exactly what you’re getting, how long it takes and what it costs before we start.

No open-ended retainers, no vague operational support, just specific problems, solved.

The Diary Reset from £2500 + VAT (4 days)

For practices where the diary on your PMS has become a mess, perhaps there are:

  • inconsistent appointment lengths
  • double bookings
  • poor triage of urgent versus routine
  • a structure that has never been reviewed since it was first set up

What’s included?

  • Audit of your current diary structure against real demand (appointment types, average consult length, peak times, no show/cancellation patterns)
  • Redesigned diary template. Appointment slots, buffers and triage rules to reflect how the practice actually works, not just how it’s always been done.
  • Configuration support within your practise management system
  • Training for reception/front of house on how to book against a new structure and handle exceptions
  • A follow up review at 4 weeks to confirm it’s holding under real world pressure.

What this is solving – poorly structured diary costs you in ways that are easy to miss day to day:

Overrunning consults that push the whole day late, wasted slots, clients struggling to get timely appointments, (this is a leading driver of client switching, ahead of clinical outcomes) and a team constantly firefighting instead of following systems that work.

Pricing for this service scales with the number of consulting rooms/vets and diary complexity. Multi-site practices will be quoted after a short free scoping call.

The Debt Recovery Sprint from £2750 +VAT (5 days)

I reduced one practice’s outstanding client debt by 40% in three months. This package builds results into a repeatable system for your practice.

What’s included?

  • Audit of your current debt – age, size and root cause of non-payment
  • Recovery process – templated communications, escalation stages, clear ownership at each step
  • Training for your team on having the money conversation confidently and without confrontation
  • Hands on support running the first recovery cycle with your team

What this is solving – this package is designed to pay for itself.

If your recovered debt covers even a fraction of what we’ve recovered previously, it’s paid off before the engagement ends.

People Development: 1-1s, appraisals

If you are a leader who is prepared for honest, structured feedback, but just hasn’t had the time to do it properly yourself, this is for you.

Team Review – from £1950 +VAT (3 days, teams up to 10)

One-to-ones with every team member, followed by a themed feedback report to you. What’s working. What’s costing you people, without anyone being singled out

Appraisal Cycle Support – from £1200 +VAT (2 days, scales with team size)

I run or co-run one appraisal cycle with your team and give you a process and templates to run yourself next time.

Ongoing independent one-to-one partner – £750 + VAT per quarter

A neutral outside voice your team can speak to honestly on an ongoing basis, separate from their direct line manager

What this is solving – the real human and financial cost of avoiding this. To replace one nurse or vet, there’s recruitment and training costs and continuity issues, plus there’s huge potential to improve your practice culture and become somewhere folk feel like they belong.

This one only works if you are genuinely ready to hear what comes back and be prepared to act on the feedback. If that’s not where you are at yet, a business review may be another place to start.

What I Do – an overview

I work alongside practice leaders and teams to:

  • Implement improvements efficiently – turning ideas into action and ensuring projects progress without adding extra pressure to your day to day responsibilities.
  • Navigate change with confidence – including support for adapting to the recommendations and expectations following the CMA report, helping you understand what’s needed and build compliant, sustainable processes.
  • Enhance team workflows and effectiveness – reducing inefficiencies, improving communication, and embedding systems that support consistency and quality.
  • Advance business critical projects – whether these are part of your business plan, identified during a business reviews, or initiatives you simply haven’t had the time to get off the ground.

The Value I Bring

My operational support helps practices:

  • Save significant time by taking ownership of project delivery and detailed implementation.
  • Improve compliance through structured, well informed updates to systems and processes.
  • Strengthen performance and capacity by setting up workflows and protocols that enable teams to do their best work.
  • Maintain momentum on projects that are essential for growth and long term success.

With a practical, collaborative approach, I ensure that improvements are not only planned – but fully delivered and embedded, leaving your practice stronger, smoother, and ready for the future.

If you’d like to explore how I could support your practice and future goals, please get in touch at wendy@vet2vettalent.com