UVG-newsletter-FEB18-flip

February 2018
enquiries@unitedvetsgroup.com.au | 1300 897 797 | unitedvetsgroup.com.au
THE UVG TIMES
Welcome to 2018
What’s inside this edition:
• A word from Sam Bowden
• UVG Partnerships & Deals
• 2018 Veterinary Business Bootcamp
• Revisits – to charge or not to charge
• Accelerated Mastermind Program
• Stress Management
• Your Support Network
We would like to warmly thank all our members for
a successful year in 2017 and we hope you are as
excited as us about the year ahead. As we embark on
a new year, it’s the perfect time to set our goals for
the year ahead and to remember how far we have all
come as a Veterinary community.
Here at the United Vets Group, our key objective
for 2018 is to continue to deliver more value and
improved service for all our current members, whilst
building on our significant growth from the past year.
The best is yet to come!

A Message
from Sam
For some of you it might feel like I have
dropped off the face of the earth. And
at times it has felt like that way for me
too............. And I feel like I owe you an
explanation to make sure everyone is clear.
Just over 18 months ago, UVG went into
partnership with National Veterinary Care
(NVC) to make sure the business continued to
go from strength to strength and it has done
just that. We have never had more active
members, enjoying a huge 183% increase in
rebate payments last financial year, with more
valuable industry partnerships and deals than
ever before.
We also have more clinics than ever
participating in one of our leadership and
training programs, be it either the Accelerated
Mastermind Program or the Complete Vet
System. In addition to this, many initiatives
have been developed and implemented to
ensure members have increased support
and opportunities to communicate with UVG
support staff and each other.
For the first time in nearly ten years, I had an
extended break over the Christmas period
to enjoy some quality time with my
family and friends and now I’m back on
deck and busily preparing for this year’s
Veterinary Business Bootcamp. It’s looking
to be the best event yet – you would be
crazy to miss it! This year my focus is going
to shift from the day to day operations to
contributing to the strategic direction of the
UVG business and to the development and
delivery of the Accelerated Mastermind
Program to help even more clinics have
amazing teams, profits and lifestyles. I’ve
recently handed over the day to day
operations of the UVG business to
Paula Sadler. Paula has been working in the
veterinary industry for several years
after a lengthy career working with many
memberships focussed organisations.
Paula will lead the operational team to make
sure the United Vets Group continues to be
the veterinary community that together,
achieves more.
I’m excited to see as many of you as
possible at this year’s Bootcamp and if
you think you would like to participate in a
leadership or training program that is going
to take your clinic to a whole new level, drop
me a line at sam@unitedvetsgroup.com.au.
I sincerely hope you had a wonderful and
relaxing Christmas and New Year and during
January you were able to re-set for the year
ahead.
Yours Sam

Did you know that we
have deals with over 30
valued industry partners?
One of the key objectives of The United Vets Group is to have an
industry partnership and deal on everything you need to run your
practice. To take absolute full advantage of your membership make
sure every time you sell, dispense, inject, or use a consumable, you
aim to have a rebate or discount on that item. Also look to have
the best deal on all your business running costs. This is an efficient
way to run your business and it will increase your profitability.
Over the past year we have announced numerous new partnerships
including SVS Pathology Network (QML Pathology, Vet Path,
Vetnostics, ASAP Labatories), NexGen Compounding Pharmacy, BITs
Technology Group, GVP and Pet Yeti. We have a number of new
partnership announcements planned for the coming months around
the categories of uniforms, banking, bookkeeping, clinic fit outs and
equipment.
We delivered a huge 183% increase
in UVG Member Rebates for FY2017
For FY2017, we delivered a huge 183% increase in member rebates. This means we are delivering more value
for our members through the new and improved industry partnerships and deals. We also introduced itemised
rebate statements so you can transparently see the value of your rebate from each supplier and manufacturer.
If you have any ideas for new UVG partnerships and deals for our members, please email your ideas to
info@unitedvetsgroup.com.au.
OUR VALUED PARTNERS

Your support network
Over the past couple of months, we have been working on several initiatives to try and improve the ease
at which UVG members can access information and resources.
Your New UVG Members Only Website Login
We are excited to announce a new MEMBERS PORTAL is now available and ready for you to access.
Included in the new Members Portal is the
• Ability to update your contact and payment details.
• Your quarterly rebate information.
• The complete UVG Partnership and Deal Directory.
• 57 of Sam Bowden’s Profit Generators ready to access and easily download.
• All upcoming UVG Event dates and details, including the fast-approaching 2018 Veterinary
Business Bootcamp in March.
• Further Resources: We have selected the most requested resources, if there is something you
have previously had access to and would like a copy, please contact us.
To access the new UVG members login for the first time, go to: uvgmembers.memnet.com.au.
You will need to click register and then use the registration information recently emailed to you.
If you can’t locate this email, please contact Katrina on 1300 897 797.
Member Support Line
For general support, please contact our Membership Support Co-ordinator, Katrina Schablon,
on 1300 897 797.
Vet Coaching and Support
Did you know that we also have a Vet expert on the UVG team? Clive Lamond is one of our
Complete Vet System coaches and works with the UVG team full time. Previously a UVG
member, Clive has been in the industry for over 30 years and sold his Western Australia clinic in
2016. He has a wealth of knowledge and is here to support our members. If you are looking for
someone to bounce an idea past or are looking for a question answered, you can email Clive at
clive@unitedvetsgroup.com.au.
UVG Facebook Community
Join the UVG community on our closed Facebook Page at United Vets Group (UVG).
Simply search for this page name via the search option at the top left-hand corner of your
facebook profile. By joining this group, you can stay up to date with everything on offer through
UVG and most importantly connect with your peers and colleagues. Through this page, the UVG
team promotes our events, webinars, programs, new initiatives and partnership information. You
can use this group to; promote items you would like to buy or sell (final transactions will need
to be facilitated between the two parties), advertise locum positions available in your clinic and
reach out to each other, or the UVG team, for advice.

Veterinary Business Bootcamp
This year, your delegate fee includes our Friday night welcome event
with canapes and casual drinks, our dinner event on the Saturday night,
plus your morning tea, lunch and afternoon tea across each of the 3 days.
Special thanks to our 2018 Veterinary Business Bootcamp Sponsors:

Are you looking for new practical
training opportunities for your team?
UVG MEMBERS
are eligibile for
20% OFF
any of the 2018
workshop
programs
veterinary
TRAINING CENTRE
The 2018 Veterinary Training Centre workshop program seeks to advance the
practical skills of vets and vet nurses, to ensure they remain suitably skilled as
the field of veterinary science evolves, technology advances and new techniques
are introduced.
During 2017, the NVC Veterinary Training Centre held over 54 practical training workshops, educating over
1,000 participants across the veterinary industry. Building on this success, the program has been expanded
to include a range of new workshops covering
• Orthopaedic Surgery
• Soft Tissue Surgery
• Advanced Ultrasound
• Clinical Skills
• Anesthesia
• Emergency & Critical Care
These workshops will complement the topics that are already offered including
• Dentistry
• Pathology
• Radiology
• Ultrasound
• Nutrition
Our workshops offer the perfect opportunity to upskill your team with
practical knowledge and advanced skills
which can be immediately applied in the consultation room or surgery.
For more information on the workshop schedule and inclusions, educators and pricing,
visit: nvcltd.com.au/veterinary-training-centre
Alternatively you can call Kelly Hart on 1300 682 838 or email training@nvcltd.com.au.

To Charge or Not to Charge
for Revisits?
The issue of discounting the consultation fee for a revisit
(If you are a member of our UVG Facebook Page, then
you would have read the interesting discussion that Clive
initiated about charging for revisits at your clinic.)
A financial cancer has been debilitating the veterinary
industry for many years, that Veterinary professionals feel
the need to charge a client less for a revisit. The interesting
aspect of this mentality is that it seems to only prevail in
this industry. For some unknown reason, there is a belief
that if we see a client again for a similar issue, that we are
expected to charge less than the normal consultation fee.
Let us analyse the motor vehicle industry as an
example.
You book your car in for a routine service and the mechanic
fixes the problem for $150/hr plus parts. When you pick
up your car, they inform you that the brake linings need
replacing and you need to come back in next week for the
replacement. The brake fix costs $150/hr plus parts. While
fixing the brakes however, they notice there has been
some damage to the transmission, requiring another visit
at $150/hr plus parts. As you can see, regardless of the
reason, there is the same pricing structure for every visit.
It is an even more interesting situation when you have
a meeting with your accountant or solicitor. They
understand your circumstances inside and out, however
every time you contact them, whether it is a phone call,
letter, email or query, you are invoiced at the same rate as
the initial meeting. And then there is the locksmith, who
changes your front-door lock after it breaks. The bill comes
to $120 for the call out and $100/hr plus parts. Next week,
the same thing happens with your back-door lock and the
charges do not change.
There isn’t a professional service that includes a
discount for repeat business. The veterinary industry
stands alone with this idea that revisits should be
cheaper. This outlook originates from an absence of
self-worth. From believing that your time and your
knowledge, doesn’t have any value. Your subconscious
says “I didn’t get it right the first time, I don’t deserve to
charge them again” or “they have already spent enough
for a solution.”
Regardless of how many times the client has come in for
a consultation, your work has the same value. Therefore,
you should charge all the revisits at the same hourly rate
as the primary consult. You can always introduce a 3-tiered
Revisit Rate Strategy, like this:
• 0-8-minute revisit: The basics to be rechecked.
Price it in at 1/2 to 3/4 of your primary consult.
• 8-15-minute revisit: Re-explaining findings so that
they can understand and stick to the course of
treatment. Price this one out at the same rate as
your primary consult. It says ‘Revisit’ on the
invoice, but the price is the same as standard.
• 15 minutes plus revisit: The complete re–evaluation
and prolonged explanation. This should be priced
HIGHER than the primary consult rate, because it
is more work, time and effort.
Remember, your mechanic doesn’t discount the brake
linings because he has already done the service.
The quickest way to establish self-belief in the industry is
to enforce the same pricing structure per visit, regardless
of how often it occurs. Until we price as if we are of value,
we will never believe we are of value. Aim to discuss this at
your next team meeting and decide that you will adopt the
Revisit Rate Strategy. Good Luck!

Accelerated
Mastermind
Program
for Veterinary Practice Owners
This program is for those practices who want amazing
Teams • Profits • Lifestyle
What made you take the leap of faith and
join the AMG?
We were in a situation with the business where we had
been coasting for some time. The business had plateaued,
and we could see it was beginning to decline. As well as
this we had had a number of new clinics open in our area,
including a Greencross linked to the local Petbarn where
all the puppies and kittens were going, and we had no real
idea how to turn things around.
When the opportunity for doing the AMG came up we
thought “we’ve got to do something – and this is worth
a try”.
Any concerns or fears you held about
joining the program?
Well the cost of the program did make us stop and think, it
was a sizable chunk of money for us at the time. We asked
lots of questions, and Sam was very positive about the
program being able to make a significant difference in our
business.
We didn’t think we had much to lose so we just went for it.
When you joined where was the
performance of your clinic at?
Profitable???
We were breaking even but not paying ourselves a proper
salary, quite a lot less than locum wages, so no, not really.
Stress levels on a scale of 1 to 10?
Well, we are not people who stress much about the business
(you might suggest that is part of the problem) so I
would say 5.
Any other challenges you could share?
Most of the stress we were feeling came from issues
we were having with a long- term staff member to
do with her performance and engagement with the
business. It was beginning to stress us that we were
watching our business decline and that it was unable to
pay us a proper salary and that it was not going to be
worth anything in the future.
After 8 months how would you describe
your AMG experience?
I would describe it as totally, incredibly positive. It works
so well because of the combination of input at the
weekends (which have been amazingly valuable and
lots of fun), the regular “pulse checking” at the monthly
accountability sessions which force us to keep watching
our intention and direction (and measure our KPI’s and
adjust) and really importantly the connection with other
practices that are going through the same process, and the
support and encouragement that this brings.
Has it met your expectations?
I honestly didn’t know what to expect going in, but
whatever I might have thought it was going to do, it has
way, way, exceeded our expectations. I rave about it to my
friends and family because it has been such an incredible
journey.
Were your fears or concerns at the
beginning justified?
It’s the best money we have spent in the business ever.

Sam, along with renowned business coach
Shane Barker are currently running two
successful Accelerated Mastermind Programs
with over 20 independent veterinary clinics.
In the second year of the Accelerated Mastermind
Program, Todd May and Catriona Grant from
Animal Tracks Veterinary Clinic have kindly
shared the results they have enjoyed
from the program in the interview below.
What have been your results achieved?
Profitable?
We’ve posted strong profits for the last 4 months, have lots
of money in the bank and are paying ourselves reasonable
salaries (more than locum rates), with the expectation that
we will be increasing this soon.
Stress Levels
Well, we’ve sorted our main employee issues, and the team
is in a great place, but we are dealing with the problems of
growth and change, which are nice issues to have, but not
without some stress – so 5 still.
Any other results (even results in your personal life)?
My family is sick of me spouting things I’ve heard at AMG
weekends!
Favourite parts of the AMG Program?
It’s been really fun, and it’s made a huge difference to
our business. I love the weekends getting to know other
practice owners and managers and sharing ideas and hearing
their stories which are inspiring.
What are the two biggest learnings you have
implemented?
It’s hard to pick just two. We have made huge leaps
forward with what feel like quite trivial changes, I think
Shane summed up what I was feeling at the last weekend
– “the secret to successful business is consistent focus on
the simple shit”.
If I were to pick the two things that have made the most
difference to our practice it would be –
1. Deciding that things were not going to stay the same
and making a plan for change
2. Missed charges; making sure we charge for
everything we do.
What would you say to someone considering
taking the leap and joining the Program?
If you’re ready for change in your life and business, then just
do it! There was a moment at the end of the first weekend
when Todd and I looked at each other and both said, “we
are not going to do this anymore” by which we meant we
we’re not going to put up with things in the business that
needed changing, and we were no longer prepared to keep
working for less than we could earn working for someone
else. We had no idea how we were going to do it, but we
were determined it was going to happen.
As far as strategies that have yielded the most change,
it is very hard to pick just one or two. The change comes
from consistent focus on the small things - like making
sure we charge for all the things we do, and charging
appropriately for those things. Perhaps most importantly,
the energy we have has translated to focus and energise our
team. Not only is the business doing much better financially,
but I feel like we are delivering much better care for our
patients, and clients, and we are having a great time doing
it together!
If you feel like you are in a similar position to Todd and
Catriona from Animal Tracks, drop Sam Bowden a line at
sam@unitedvetsgroup.com.au and he will set up a time
to talk your through the benefits of the program.
The next AMG Program will begin in July 2018.
unitedvetsgroup.com.au/mastermind-program

PetYeti online appointments improves
practice efficiency, attracts new patients
and delights your existing ones
Enable 24/7 real-time
appointment booking
Take advantage of the 55% of online
bookings made after hours. Patients
can book an appointment with you any
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Maximise your availability
Attract new patients online
through the PetYeti community.
Reduce call load
for receptionists
time on the phone and more time
enhancing the patient experience.
Reduce no-shows
Using our smart and convenient reminder
messages after booking online, your
appointment no-show rates will drop.
Take bookings on your practice
website with our booking widget
Be seen by more people on our website
practice directory and online booking portal
PetYeti are excited to announce a brand new
partnership with United Vets Group (UVG)
UVG Members will enjoy special pricing
of $49 per column per month (plus a one
the ability to book online, any time.
PetYeti.com.au/uvg

Managing Stress
A significant industry trend is that Vets report high-levels of stress. This is a genuine problem for our industry. If
this trend continues then burnout, disengagement or departure from the profession are risked. Below you will find
11 Strategies for Managing Stress. While the subtleties may vary in stress management sources and tips on how to
manage stress, there are many constants. The following covers some of the universal ground and a few wild cards.
10 Strategies for Managing Stress
1
If
2
If
3
Take
4
Breathing
5
Exercise
you can’t avoid a stressful situation,
try to alter it.
Often, this involves changing the way you communicate and
operate in your daily life. Express your feelings instead of
bottling them up. Be willing to compromise but be more
assertive. Manage your time better.
you can’t change the stressor, change yourself.
Reframe problems. Try to view stressful situations from a
more positive perspective. Look at the big picture. Take
perspective of the stressful situation. Focus on the positive;
this simple strategy can help you keep things in perspective
a break from a stressor.
It may seem difficult to get away from a big work project, a
crying baby, or a growing credit card bill, but when you give
yourself permission to step away from it you can gain a new
perspective and feel less overwhelmed. It’s important to not
avoid your stress (those bills have-to be paid sometime), but
even 20 minutes of self-care is helpful.
is the foundation to de-stress and heal.
Our normal shallow breathing starves the body and brain of
oxygen, which affects the immune and cardiopulmonary systems.
Develop the practice of taking several deep diaphragmatic
breaths in a tense moment; it clears the mind, body,
and soul.
regularly, sleep, and eat a healthy diet.
Physical activity plays a key role in reducing and preventing
the effects of stress. Make time for at least 30 minutes of
exercise, three times per week. Aerobic exercise does
wonders for releasing pent-up stress and tension. Wellnourished
bodies are better prepared to cope with stress.
Start your day right with breakfast, and keep your energy
up and your mind clear with balanced, nutritious meals
throughout the day. Reduce caffeine and sugar. Get enough
sleep. Adequate sleep fuels your mind, as well as your body.
Feeling tired will increase your stress because it may cause
you to think irrationally.
6
Be
7
Affirmations
8
Friendships
9
Quieting
10
aware of your unhealthy coping methods to
dealing with stress.
Turning to food, alcohol or drugs often just turns one set of
problems into another that can balloon out of control. It’s
better to avoid those unhealthy coping mechanisms from
the start, and find effective ways to keep your stress under
control. (Psych Central)
can affect our health.
Research indicates every thought and emotion creates a
chemical release into our bodies, which affect our mental,
physical and spiritual health and well-being. Negative
self-talk can be damaging; giving positive messages wards
this damage off. (The Stress Institute)
are strong indicators of mental,
physical and spiritual health.
Friendship is not a luxury, but is essential to work-life balance
and your health. Studies show that isolation decreases
immune functioning and increases mortality risk. (The Stress
Institute)
the mind, body and soul offers great
health benefits.
Find a quiet place, get comfortable, focus on a one- to fiveword
phrase you fancy and repeat it over and over. Take deep
diaphragmatic breaths, in and out, in and out. You may want
to set a timer in the beginning for 10-minutes, so you won’t
worry about time. The practice sends healing hormones into
your body for relaxation and health. (The Stress Institute)
Heighten your awareness of the moment by
focusing intently on an object.
Notice a pencil’s shape, color, weight and feel. Or slowly
savor a raisin or a piece of chocolate. Mindfulness leads to
relaxation. Realize that managing stress is not a one-sizefits-all
proposition. Everyone is different, and reacts to stress
differently. (Multiple Sources)
A little stress is good, too much stress is bad,
and understanding it can be everything.
Some easy self-help resources
8 Steps to a better work-life balance, produced by Open Colleges | www.opencolleges.edu.au/careers/work-life-balance
Smiling Mind - Mindfulness Meditation Programs
Smiling Minds aims to build happier, healthier and more compassionate people. Their mindfulness meditation programs are
designed to assist people in dealing with pressure, stress and challenges of daily life. | www.smilingmind.com.au
Beyond Blue – Better mental health in the workplace | www.headsup.org.au/training-and-resources
Headspace – Learn to meditate in just a few minutes a day | Exercises to help you destress and unwind | headspace.com

A veterinary community,
together, achieving more.
enquiries@unitedvetsgroup.com.au 1300 897 797 unitedvetsgroup.com.au